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Retired-Lee · ‎10-01-2013

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:

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

On a Mac:

Open Terminal (Applications, Utilities)
Type 'traceroute 212.183.133.177'
Press Enter

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

Thanks

LeeH

Retired-Andy · ‎20-11-2013

Hi ireneirvine,

I’ve checked your serial number and it’s not connected to our servers since 11 October.

As you’ve used the Sure Signal successfully at your friends, was a different Ethernet cable used?

If so, can you try a different cable at home and see if this helps?

Let me know how you go on.

Thanks,

Andrew

cl-tcom · ‎15-10-2013

Dave - Your steps have been followed and the results are as follows:

First light: flashing red.

Second light: off.

Third light: steady orange.

Fourth light: steady orange.

The device was sent by Vodafone as a replacement for another VSS on 30/09/2013, because the other one was not working. The new one has never worked either.

How could we proceed?

Thanks.

Retired-Lee · ‎16-10-2013

Hi there guys,

Thanks for your posts.

@ cl-tcom - Did you try the suggestion of de-registering and re-registering your VSS?

If so and there's been no change, please try changing the ethernet cable of trying the VSS on another connection such as a friend, relative of neighbour’s house.

@ letsgotothepub - I've checked the VSS serial number again and Dave must have made a typo when he searched the systems.

The last connection to our servers was in March.

I've forced a resync for you. Please factory reset the VSS and let me know if you need anything else.

By the way; your IP is on the whitelist.

@ maheshwar99 - Your VSS hasn't connected to the servers yet.

The IP is on the whitelist, the traceroute looks fine and speeds are good to allow the VSS to work.

I've also forced a resync for you. Please factory reset the VSS and let me know if you need anything else.

Cheers,

LeeH

cl-tcom · ‎16-10-2013

@Lee, Yes, it was done. We will update you ASAP about the next steps.

Thanks.

maheshwar99 · ‎16-10-2013

@Lee - Thanks for looking into it. I however, seem to be having the same issue.

Cheers.

letsgotothepub · ‎15-10-2013

Hi Dave,

Yes the serial number is correct, this would be correct as it was march when i had it at a friends house.

I have the ports forwarded also and there is no firewall blocking the ip addresses.

Can you confirm that i am on the whitelist?

Regards

Eric

cl-tcom · ‎10-10-2013

Speed results

Ping: 16 ms

DL: 3.08 Mbps

UL: 0.71 Mbps

Ping results

Packet loss: 0%

Ping: 12 ms

Jitter: 2 ms

External IP: 89.145.251.197

Serial number: 40132129145

Tracing route to 212.183.133.177 over a maximum of 30

1     *        *        *     Request timed out.
2     *       12 ms    12 ms 94.30.127.84
3    11 ms    11 ms    11 ms 94.30.127.65
4    15 ms    15 ms    17 ms 94.30.127.225
5    17 ms    15 ms    14 ms 62.72.139.29
6    13 ms    14 ms    14 ms 62.72.137.126
7    18 ms    19 ms    20 ms 195.66.224.124
8    16 ms    18 ms    19 ms 85.205.116.2
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.

For your information

1. It is properly registered since 30/09/2013.

2. The device was sent as replacement for another one on 30/09/2013, therefore it is brand new.

3. It randomly obtains an IP address from the DHCP server (router). When it does, it takes 5 minutes.

4. No other device in the network is having issues.

5. The network cable has been tested with other devices without issues.

Could you please advise?

letsgotothepub · ‎10-10-2013

Sure Signal V3: Flashing Red light Power, Stable Orange Users light and Service light no internet light

Trying to set up a Sure signal V3 and the lights are as stated above.

Serial = 40123691731

External IP = 194.46.36.56

Download = 13.48Mbps

Upload = 1.03Mbps

Ping = 68ms

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 192.168.10.1
2    39 ms    39 ms    39 ms 65.32.46.194.uk.dsl.sta.u.tv [194.46.32.65]
3    39 ms    39 ms    39 ms 89.185.139.218
4     *        *       54 ms 89.185.139.197
5    40 ms    39 ms    40 ms 83.217.238.81
6    40 ms    40 ms    40 ms ae-1.r00.londen10.uk.bb.gin.ntt.net [129.250.3.3
1]
7    51 ms    50 ms    50 ms ae-0.level3.londen10.uk.bb.gin.ntt.net [129.250.
9.126]
8    55 ms    50 ms    51 ms ae-51-51.csw1.London1.Level3.net [4.69.139.88]
9    50 ms    50 ms    50 ms 4.69.166.1
10    41 ms    43 ms    44 ms 195.50.122.66
11    41 ms    41 ms    41 ms 85.205.116.6
12     *        *        *     Request timed out.
13     *        *        *     Request timed out.

We have tested the unit on another line which works, we have tried a different router on this line but no joy so far.

I am ready to tear my hair out at this stage!

Please help

Thanks

Eric

maheshwar99 · ‎15-10-2013

Hi,

Just got VSS 3 and after I have the above symptoms since I've plugged it in after registration. I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:

Download 37.12Mb/s

Upload 9Mb/s

Ping 7ms

Ping Test:

Ping 107ms

Jitter 43ms

External IP Address:

81.139.94.70

Sure Signal Ser No:

40133479457

Traceroute Results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1 btbusinesshub (192.168.1.254) 55.574 ms 2.492 ms 2.579 ms

2 host81-139-64-1.in-addr.btopenworld.com (81.139.64.1) 8.358 ms 8.288 ms 9.088 ms

3 213.120.178.141 (213.120.178.141) 8.416 ms 119.147 ms 7.591 ms

4 213.120.177.98 (213.120.177.98) 8.511 ms 62.412 ms 8.280 ms

5 217.41.168.37 (217.41.168.37) 8.047 ms 8.207 ms 8.307 ms

6 217.41.168.107 (217.41.168.107) 121.998 ms 8.306 ms 8.365 ms

7 acc1-10gige-0-1-0-7.l-far.21cn-ipp.bt.net (109.159.249.118) 8.439 ms

acc2-10gige-0-0-0-0.l-far.21cn-ipp.bt.net (109.159.249.120) 8.233 ms

109.159.249.108 (109.159.249.108) 8.383 ms

8 tye-0-0-0-4.faraday.ukcore.bt.net (109.159.249.41) 10.151 ms

core1-te0-15-0-5.faraday.ukcore.bt.net (109.159.249.31) 9.199 ms

core1-te0-15-0-4.faraday.ukcore.bt.net (109.159.249.29) 11.695 ms

9 peer1-xe8-1-1.telehouse.ukcore.bt.net (109.159.254.191) 8.506 ms 8.604 ms

peer1-xe8-3-0.telehouse.ukcore.bt.net (213.121.193.97) 8.202 ms

10 lndgw2.arcor-ip.net (195.66.224.124) 10.581 ms 9.726 ms 10.657 ms

11 85.205.116.2 (85.205.116.2) 9.830 ms 9.864 ms 9.196 ms

12 * * *

13 * * *

14 * * *

15 * * *

16 * * *

17 * * *

18 * * *

19 * * *

20 * * *

21 * * *

22 * * *

23 * * *

24 * * *

25 * * *

26 * * *

27 * * *

28 * * *

29 * * *

30 * * *

31 * * *

32 * * *

33 * * *

34 * * *

35 * * *

36 * * *

It keeps doing the same without any outcome.

Hope you can help me.

Many Thanks

Mahesh

samkhanjar · ‎17-10-2013

Hi

I have been trying to get the VSS working via Watchguard XTM firewall. At the moment all ports are open outbound, including those ports used bu the VSS.

Test Results

speed test: down 15 MB / up 0.74 MB

ping test: 25 ms / 0 ms jitter

external IP address: 94.185.248.188

VSS S/N: 40132208188

Result of 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 10.0.2.1
2 89 ms 24 ms 24 ms lo1.resellers.erx-001.egh.uk.mdnx.net [135.196.70.19]
3 24 ms 23 ms 23 ms ge-6-2-0-105.jar-001.thn.uk.mdnx.net [135.196.154.45]
4 24 ms 23 ms 23 ms xe-0-3-1.jar-004.thn.uk.mdnx.net [135.196.69.95]
5 25 ms 23 ms 26 ms xe-0-1-0.jprg-01.thn.uk.mdnx.net [135.196.65.115]
6 42 ms 43 ms 43 ms lndgw2.arcor-ip.net [195.66.224.124]
7 41 ms 40 ms 42 ms 85.205.116.14
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.

Not sure what to try next. I have reset the unit few times but it never made any contact with your server according to Vodafone portal.

I would be grateful for any assistance.

Thanks

Sam

Community home

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