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

[ATB]

Added all the ports in my router inbound service covering all IP address range's but couldnt change the MTU as my DGN2200 seems to only support a maximum of 1492 in the MTU field, however its still not working

The strange thing is the first one I bought plugged in and worked no problem with NO changes to the router needed...

[LorneChambers]

I still do not have this working as yet. I have done the port forwarding, but the piece i do not understand is

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

what exactly do i do with those?  these were not in the port forwarding instructions.

Basically, the SS does connect, I get a few minutes of use, and then it disconnects. I have flashing Red Light, and and Orange Globe light (the first one).

also, the instructions for reset say that after holding the button for 30 seconds the lights go out.  that doesnt happen. I can hold it for a minute and the lights do not go out. They go out when i release the button.

Please let me know what to do next, other than saying try it at a friends house. 

[Retired-James]

Hi LorneChambers,

I can see that it is connecting to the server so it should be working.

In regards to the port forwarding, not all routers require the destination IP address.

As you are getting a few minutes of use before it fails it sounds like there is a restriction on your broadband causing the VPN connection to fail?

If you log into your router admin panel, please lower the firewall settings on the router and restart both the Sure Signal and the router.

If this works, we know it’s the firewall stopping the connection from being made.

James

[LorneChambers]

Hi,

I am runing virgin superhub, and the firewall is currently on low.

PPTP pass through and Multicast Pass through are disabled.  do they need to be enabled?

thanks

[rahopkins72]

Thanks Sukhi,

How long does it take for the IP addres to be added, As i have turned the unit on this morning and it is still showing the same error lights.

Also can you please arrange for the IP address 109.71.169.178 to be added as well as this site will also have some Sure signals installed

Thanks Rich

[DavidTritec]

We have had the VSS3 for 2 days and it has never worked. It just shows the condition described in this topic. Our info is as follows:

Speed Test:

Download 1.41Mb/s

Upload 0.72Mb/s

Ping 32ms

Ping Test:

Ping 42ms

Jitter 17ms

External IP Address:

82.153.181.41

Sure Signal Ser No:

40132732880

Traceroute Results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 vigor.router (192.168.1.101) 0.539 ms 0.314 ms 0.291 ms
2 82.153.1.69 (82.153.1.69) 30.128 ms 30.629 ms 30.504 ms
3 91.85.10.101 (91.85.10.101) 30.289 ms 30.421 ms 30.890 ms
4 vl-7.lon-th2cr.spn.kcom.com (86.54.161.149) 30.422 ms 29.615 ms 30.466 ms
5 ldngw1.arcor-ip.net (195.66.224.209) 33.584 ms 32.127 ms 33.257 ms
6 85.205.116.14 (85.205.116.14) 31.283 ms 31.193 ms 31.513 ms
7 * * *
8 * * *
9 * * *
10 * * *
.

.

.
64 * * *

Please can you help us get it working?

David

[Retired-Andy]

Hi ATB,

Have you checked for any firmware updates for your router?

If there are none available, can you try a different router to see if this solves the issue for you?

Let me know how you go on.

Hi rahopkins,

Your IP address beginning 185 is now showing on our whitelist.

I’ve requested that the IP address beginning 109 be added as well.

Hi DavidTritec,

Thanks for the information, everything looks fine with your speed test, ping test and traceroute.

Your IP address is on our whitelist so no problems there.

I can see the Sure Signal hasn’t yet connected to our servers.

The lights you’re seeing mean that the Sure Signal has failed to authenticate on our network during the set up process.

To narrow down the cause, can you try it on a different internet connection, that of a family member or neighbour?

If it works there, it’d mean there’s something in your current set up that’s preventing the Sure Signal from keeping a stable connection to our servers.

If it doesn’t work, it may indicate the unit is faulty and as you’re inside your 7 working day period, you should be able to have it replaced.

Let me know how you go on.

Cheers,

Andrew

[DavidTritec]

Andrew,

Thanks for your response. I'll try it at home tonight and let you know how I get on. In the meantime could you help me with a problem managing users. Every time I try to add a user I get the following message:

"Sorry we are not able to process your request because of following errors in your form.

• Sorry, we're having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this message, please contact us through the help centre."

This has happened every time I've tried in the last 2 days

David

[DavidTritec]

Hi Andrew,

I tried the VSS at another location and it worked fine so we forwarded the following ports on our router and it now works here as well:

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

Port 8 - TCP/IP

The problem adding new users was resolved by entering the numbers in the format 44712345678 as opposed to 0712345678 although there was no information on that web page telling you to enter this format (I found this out from a post on this forum from 2010!)

David

[Retired-Dave]

Hi DavidTritec,

Thanks for letting us know! Glad it's sorted. :smileyvery-happy:

I'll also feed back about the numbers issue, see if we can make that information more readily available.

Dave