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

[MarcA]

Are we blocked? - 

SERIAL:  40132121043

marc$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 1.593 ms 0.833 ms 0.789 ms
2 * * *
3 212.248.197.137 (212.248.197.137) 28.011 ms 25.478 ms 25.017 ms
4 ge-2-1-1-xur1.lah.uk.cw.net (194.70.97.69) 36.734 ms 38.293 ms 95.296 ms
5 xe-11-0-0-xur1.lns.uk.cw.net (194.70.97.13) 36.914 ms 37.086 ms 36.388 ms
6 xe-0-3-0-xur1.lns.cw.net (194.70.97.66) 38.976 ms 88.484 ms 37.462 ms
7 ae0-xcr1.lnt.cw.net (195.2.30.6) 37.699 ms 37.771 ms 40.240 ms
8 vodafone-gw1.cw.net (195.59.77.26) 54.225 ms 53.514 ms 51.950 ms
9 85.205.116.14 (85.205.116.14) 51.419 ms 66.181 ms 58.921 ms
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 *

[Retired-James]

Hi Guys,

Thanks for your posts.

@ CWall – Everything looks fine with the tests that you’ve done, but it hasn’t connected to the server for a couple of days.

I’ve re-synced this for you today. Please can you also do a full reset on the Sure Signal and let me know how you get on.

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

MarcA – I can see that your sure signal has never connected to the server, please can you let me know your external IP address so I can check it’s on the Whitelist.

James

[CWall]

Hello James, 

Appreciate your help.  I did a full reset on my end as you suggested.  Still the same problem, red light flashing.  Oh man, I hope this can get resolved!

Thanks again!

Cwall

[MarcA]

77.233.132.216

[Everitt1984]

Hi

I've restarted it all and back to the two solid orange and flashing red.

All ports definitely open, I don't have the ability on my router to look at mtu settings.

The green LED is steady and the orange is flashing.

Thanks

[MarcA]

Our External is: 

77.233.132.216

[rsktechltd]

Well, luckily mine is working now. New internet connection and new router, and it worked. When it works it works well: I now have 5 bar connection all around the house. Yay! :smileyvery-happy:

grolshuk - Thanks for your help. Without your help and assistance I would have driven myself mad trying to get it to work. The information that it used an ipsec connection made me realise I wouldn't get it to work until I got my new connection and router. Thanks.

vodafone - I don't understand why you don't provide a link to download a manual for the device. Having the right and full information will help everyone who is having toruble setting this up. Not to be bitter and angry, but there was no one from Vodafone who actually provided any real help here. As a ten year customer of Vodafone that is a bit disappointing!

[semtex65]

Hi There, hopefully someone can help me on this?

New sure signal, power light flashing, internet light off, other two are orange. Speedtest, ping and tracert below. I have also fowarded the relevant ports (500, 4500 etc) to the suresignal. Even tried putting it in DMZ, but still nothing.

Speedtest: 3.36meg up, 3.36meg down

Ping: 20ms, 3ms jitter, 0% packet loss

WAN IP: 178.16.239.42

Serial: 40132329794

Trace:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\stuart>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     5 ms  192.168.51.1
  2     7 ms     6 ms     7 ms  178-16-239-41-static.swiftinter.net [178.16.239.
41]
  3     7 ms     7 ms     7 ms  xe1-5.core01.thd.uk.as8586.net [212.58.37.118]
  4     7 ms     7 ms     7 ms  host-78-144-3-76.as13285.net [78.144.3.76]
  5    58 ms    44 ms    37 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    22 ms    22 ms    22 ms  85.205.116.6
  7     *        *        *     Request timed out.
  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.

C:\Users\stuart>

Thanks!

[grolschuk]

Does your router have a setting for VPN Passthrough?

If it does, and it is not enabled, turn on the IPSEC one, and then reset the suresignal (press and hold the reset button for 30 seconds)

If that does not work... because of your line speeds (the same upload as download), I am guessing it is a business line of some kind?

It may be an IP Address range that has not been whitelisted yet, and one of the team will have to take a look at that for you.

[semtex65]

Hi,

Yes I have VPN passthrough enabled for all VPN protocols. You're right about the connection. Its Ethernet First Mile. Router is a Cisco RV042G if that helps?