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

[Mordorf]

Hi,

I have just purchased a Sure Signal but am getting the problem with the power light flashing and internet light off with the other two lights glowing orange. Please can you help me resolve this issue, details below.

Thanks

Speed Test: 39Mbps downstream, 11Mbps upstream

Ping Test: 0% packet loss, ping 20ms, jitter 2ms

External IP Address: 81.174.153.175

VSS Serial Number: 40131159028

Traceroute:-

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  192.168.67.254
  2    27 ms    43 ms    18 ms  lo0-central10.pcl-ag06.plus.net [195.166.128.18
]
  3    19 ms    17 ms    18 ms  link1-central10.pcl-gw01.plus.net [84.93.249.16
]
  4    17 ms    54 ms    18 ms  176.core.access.plus.net [212.159.0.176]
  5    18 ms    27 ms    18 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  6    22 ms    20 ms    21 ms  195.66.224.124
  7    19 ms    19 ms    19 ms  85.205.116.6
  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.

[Mordorf]

I've just tried the unit at my father in laws house and I get exactly the same problem, different ISP and router make/model. Does this mean that the unit is faulty?

[Retired-PaulE]

Hi Mordorf, 

It would certainly seem like a faulty unit as testing it on the other connection produced the same results.

It can take around 6 hours for the unit to download a profile, and up to 24 hours to start working properly - was it connected long enough for this? 

If it was then I'd definitely recommend getting it replaced

Paul 

[Mordorf]

I've just set the unit as the dmz host and now it seems to be receiving data, only a small amount, about 1-4Kbps. Can you confirm if this is downloading the profile? Can you see if my unit has connected at your end?

TIA

[Mordorf]

I now have replaced my first unit with a new one but am getting exactly the same problem. Can someone please tell me what the correct light sequence I should expect when I first connect it.

I have a Draytek Vigor 2850vn router connected to Plusnet Fibre boadband. I have configured the VSS with a reserved IP address and can confirm that it is picking this up as I can ping it from my laptop and can also see the sessions listed on the Draytek. I have also forwarded all the necessary ports mentioned in these forums. The Draytek MTU was set to 1500 but when I attached the VSS it crashed my PPPoE connection and wouldn't reconnect until I changed this to 1492.

Details of the new VSS is below.

Speed Test: 39Mbps downstream, 11Mbps upstream

Ping Test: 0% packet loss, ping 20ms, jitter 2ms

External IP Address: 81.174.153.175

VSS Serial Number: 40131136778

Traceroute:-

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  192.168.67.254
  2    27 ms    43 ms    18 ms  lo0-central10.pcl-ag06.plus.net [195.166.128.18
]
  3    19 ms    17 ms    18 ms  link1-central10.pcl-gw01.plus.net [84.93.249.16
]
  4    17 ms    54 ms    18 ms  176.core.access.plus.net [212.159.0.176]
  5    18 ms    27 ms    18 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  6    22 ms    20 ms    21 ms  195.66.224.124
  7    19 ms    19 ms    19 ms  85.205.116.6
  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.

Please can someone help me get this thing set up.

Thanks

[Retired-James]

Hi mordorf,

When the Sure Signal is first connected you will see the setup light sequence which is a solid power light and a slowly flashing system light.

Once this is completed you will see a solid power light, system and internet light.

The light sequence you are seeing suggests that the setup has not completed because it has failed to be authenticate the connection.

I can also see that the Sure Signal hasn’t connected to the server.

Please can you try the following for me?

Under System Management and Management, untick “Disable PING from the Internet”. Save the settings and on next page click on OK to restart the router.

Under VPN – Remote Access Control > untick “Enable IPSec VPN Service”.  Save the settings and it will ask you to restart again.

Under Firewall – General Setup, enable “Accept large or fragmented UDP or ICMP packets”.

Under NAT – DMZ host setup page, set “Private IP” option for WAN1 (assuming its WAN1 connected on your DrayTek) interface and select the IP address of Vodafone device.

After making these changes, restart the Sure Signal and let me know if you see any difference.

James

[Mordorf]

All the settings that you have suggested except for the dmz were already set that way. I have tried the dmz option previously and have just tried it again without any success.

What can I try next?

[Jenny]

Hi Mordorf,

Thanks for getting back to us.

As you’ve now checked all of the above and this still hasn’t connected, please leave this for 24 hours as it can sometimes take this long to update.

Thanks,

Jenny

[Mordorf]

It's now working :-).

I have a default firewall rule at the top of the list that blocks all inbound traffic unless there is another rule that states otherwise. I had a rule that allowed the specified ports to the VSS but this didn't work. I moved the VSS in to a different subnet that I use as a dmz and set the firewall to allow all to the VSS and it is now working.

I'm not quite sure how this is working to be honest as from what I can see from the logs on the router the connection is outbound from the VSS and the Draytek firewall is a statefull firewall so I shouldn't really need a rule to allow the return traffic. I can't see why I'd need to open ports to the VSS either as there are no inbound connections to those ports that I can see. I've had enough for tonight so I'll have a play with it tomorrow just to satisfy my own curiosity.

[Rykaro]

Hi folks,

It's been many days now and my VSS is still showing the symptoms in this thread title.  I've completed numerous factory resets to no avail.  I've configured static NAT on my firewall for the ports documented previously in the thread by Jenny and it's not connecting.  I've opened the ports (inbound) on my firewall (this shouldn't be required as it's a stateful firewall) and it's still not connecting.

A packet trace on my firewall shows my VSS sending two packets on port 500 to 212.183.131.131 and it receives a response back for each of these packets.  This suggests that it is able to communicate with 212.183.131.131.  It then tries to communicate with 212.183.131.131 on port 4500 and at this point it receives NO response at all to any packets transmitted and eventually times out the connection.  See pic.

If it helps, I'm using a Cisco ASA5505 and I have the inspect ipsec-pass-thru command added to my policy-map (which is mentioned elsewhere on the forum).

Is my VSS faulty or is there something else that I can attempt to try and get this working?