Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[signetid]

Can you investigate please?

Your speed test: Sownload 2.01Mbps Upload 1.91Mbps
Your ping test 19ms
Your external IP address 81.145.173.5

Your Sure Signal serial number: 40123640167

The results of a traceroute;

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 2 ms 1 ms 4 ms my.router [192.168.2.253]
2 2 ms 2 ms 1 ms 81.145.173.1
3 5 ms 5 ms 7 ms 194.75.126.221
4 5 ms 4 ms 8 ms core2-pos4-6.sheffield.ukcore.bt.net [217.32.171
.117]
5 13 ms 11 ms 10 ms 62.172.102.61
6 33 ms 12 ms 12 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.136]
7 12 ms 15 ms 13 ms lndgw2.arcor-ip.net [195.66.224.124]
8 14 ms 12 ms 12 ms 85.205.116.14
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[dpfj]

Tech support.

Any chance you guys could post an actual order of events we should be see'ing?

What I used to see with the broken VSS was reset->power light -> Internet flash -> next two lights go orange with Internet light off.

Now with the VSS on the DMZ I get reset -> power light -> Internet flash forever and ever.

Packet order I see is DHCP request -> same IP returned-> port 500 -> no response captured?? -> port 4500 outbound no response for 24+ hours.

The 4500 outbound starts out every few seconds then gets quieter over time.

Is this normal comms?

Thanks

Derek

[Jenny]

Hi Rykaro and signetid,

Your Sure Signals haven’t yet connected so please try the following:

Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

BT Infinity Customers

If you are a BT Infinity customer, you will also need to log into your router admin page and select port clamping. 

Once this has been selected please restart your router and Sure Signal.

Check your MTU settings

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500

Log out of the router, this will usually result in a reboot.

Perform hard rest of the VSS unit by:

-Hold in the reset button until all the light go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all of the lights to come on then release the reset button

-The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

neiljwilkinson, I’ve checked your serial number and this is showing as connected yesterday at 17:08. Is everything working ok now?

Iain, so that we can look into this further, please can you get back to us with your full traceroute?

Dpfj, this still hasn’t connected. Have you tried this on another connection yet? If not, please give this a go and let us know how you get on.

Thanks,

Jenny

[neiljwilkinson]

HI, 

Thanks very much, ive had confirmation from site that the SS box is now up and running.

Thanks again

Neil.

[dpfj]

Jenny,

If connecting the VSS onto a neigbours network proves whether the box is broken I guess I will have to go round asking. Two in a row?? Are the VSS boxes that flakey?

The VSS is in a DMZ - directly connected to the Internet and it's still not working!!

I've posted the light sequence countless times : After letting it cool down. Power light steady -> Internet flash -> then internet light out, next two lights orange flashing. Then Internet light flash forever and ever.

When I've called 191 - they always tlel me the orange lights are good it means contact made and updates are being downloaded. Yet the forums tell me - no contact. Someone is lying to me ;-(

Going through the forum is always a 24 hour turn around, with the same thing always coming back - try it at a neigbours. Ok lets say I try it and it's doesn't work - I'm going to have to drop kick my router put my hands up and say - sorry.

But would a router really still block a box in a DMZ??? I put my laptop in the DMZ for fun yep - full access to every port I opened via Shields UP.

As I've said before - same router - sure signal box version 1 - worked flawlessly for 2.5 years!! No need for DMZ.

Same info again ... Please check my IP is not blocked. I'm going next door to ask them to plug in my VSS.

Latest tracert

  1     1 ms     7 ms     4 ms  192.168.0.1

  2     9 ms    13 ms     8 ms  217.32.140.69
  3     8 ms    11 ms    15 ms  217.32.140.14
  4    11 ms    11 ms    15 ms  217.32.141.250
  5    19 ms     9 ms    11 ms  31.55.164.181
  6    10 ms    14 ms     9 ms  31.55.164.107
  7    13 ms     9 ms     9 ms  109.159.248.108
  8    23 ms    23 ms    22 ms  109.159.248.8
  9    18 ms    16 ms    18 ms  109.159.254.100
 10    22 ms    34 ms    21 ms  195.66.224.124
 11    30 ms    62 ms   125 ms  85.205.116.14

time out after this

External IP: 86.145.211.94

Serial Number : 40130621952

[dpfj]

And the results are in .....

Connecting to a neigbours made no difference. There an Orange customer not BT. Same sequence of lights.

Have I been sent a SECOND broken VSS box???

Or shock horror your going to tell me you saw a connection for my VSS?

thanks in advance, but I'm guessing I will have to ring 191 to get a send back for repair?

dpfj

[Retired-Lee]

Hi dpfj,

You were wrong; your VSS didn't connect to the servers

Have you got a spare ethernet cable you could try?

What BT product are you using?

Which HomeHub do you have?

What happens if you turn the firewall settings down so there's less security? (For a short time)

The 2nd VSS could be faulty and it seems if this is the case you've been unlucky. Andy's earlier advice about repairing the unit would be the logical next step.

Thanks,

LeeH

[iainwt]

Hi.

Our networks team were able run this traceroute:

C:\Documents and Settings\Administrator>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  195.171.16.131
  2    13 ms    13 ms    13 ms  217.35.210.193
  3    11 ms    11 ms    11 ms  core1-gig2-1-0.birmingham.ukcore.bt.net [62.6.1
6.93]
  4    15 ms    15 ms    16 ms  62.172.103.90
  5    12 ms    11 ms    12 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159
254.124]
  6    15 ms    15 ms    15 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    13 ms    13 ms    13 ms  85.205.116.10
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Many thanks,

--

Regards, Iain.

[Retired-James]

Hi iainwt,

At the moment there is still no last connection date showing against the Sure Signal.

The only thing that I can think of is something with the firewalls stopping the VPN tunnel from being established to allow a connection.

Depending on the network setup I’m not sure how easy it is to test the Sure Signal without a firewall?

It may also be worth trying to allocate a static IP address to the Sure Signal and then making sure that this is added to the firewall rules so that its definitely not being blocked.

Other than this I would also try to test the Sure Signal on a normal internet connection to see if you get the same error.

James

[dpfj]

Hi,

Tried various Ethernet cables and ports on the back of the router. But I knew it would make no difference.

I was being kind of flippant in my previous posts, I knew the second the VSS went orange it wasn't going to connect.

Sorry but I'm no dummy and you do not seem to know what a DMZ is. It's on the other side of my firewall THERE IS NO FIREWALL IN THE WAY.

I will ring 191 and get a replacement sent.

It will be ten weeks and counting I believe since I had a working VSS.