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

[EdwardCrabtree]

Mine's now working!

My issue was my ISP firewall... I had to log on to their online portal and turn off their firewall... rebooted everything and it's connected. Mods, PLEASE ADD THIS TO YOUR STANDARD TROUBLESHOOTING!!!!

Also, on eof the routers I bought was a DGND3700v2 from Netgear. All DGND routers now have a firmware update that includes a VPN passthrough feature that reserves UDP port 500. This means you will never be able to open this port on this router (confirmed by Netgear live chat). Mods, PLEASE ADD THIS TO YOUR STANDARD TROUBLESHOOTING!!!!

Finally, it appears if you hold the sure signal v3 reset button for about 10 seconds it turns off completely... Anything over 20 seconds either resets it or reboots it (can't tell which one it is)... Anything under 10 seconds does nothing. There is no point holding the button for longer than 20 seconds as it appears to do the eact same thing and there is never a flash of any lights etc to indicate a reset mode or whatever has been activated. Mods, PLEASE ADD THIS TO YOUR STANDARD TROUBLESHOOTING!!!!

So... to sum up for home users:

1. Give your sure signal a static IP address via your router

2. Forward the ports on your router to your Sure Signal

3. Check you ISP firewall settings have the required ports open (I just turned mine off)

4. Reboot your router

5. Reset your sure signal - hold reset for 20 seconds then release

6. The light sequence that follows will be:

      a. Power light on and internet glowing - a couple of minutes for me

      b. Power light flashing and two orange static lights - a minute

      c. Power light on and internet glowing - a couple of minutes for me

      d. Power light flashing and two orange static lights - a minute

      e. Power light on and internet glowing - at least 5 minutes for me

       f. Power light on and static white lights - you're done!

Next issue - my giddy god these things run hot! Is that normal?

crabby

[arukDave]

Hi Gemma.

I've been out of the UK for the last week (in Germany to be precise) so no access to play with the VSS.  (Sadly, I think playing is all we're doing with this at present.)

I could try it at home, but that's quite some distance away from the office, plus I do on ocasions use a company PPTP VPN here to do "paper work" remotely, so that is not ideal, especially as it is often said these things can take up to 24 hours to get going, even when everything is correct.   With the current kitchen remodeling work also going on, I can't garantee 24/7 power up time either, nor a static public IP address.

If it is at all possible for the VSS to use other port values for it's PPTP VPN to your central office.   How do we go about aranging for that to happen?

I also have the "day job" to do when in the office, where the hours it's taking to try and make this VSS thing work is not going down too well with management, despite the fact that they are the ones who want this to work.   (Unless Vodafone want to pay our company £150 an hour for my time while trying to do all this.   So far, nearly 18 hours have been wasted.  Do you see the issue here?)

Regards.

Dave Baxter.

AR-UK Ltd.

[shadnanzia]

• speed test results 39.41 Mbps
• ping test results from 25ms
• external IP address from 81.130.97.0
• Sure Signal serial number 42141625071

[Poppabear4u]

Hi

My Sure Signal 3 has caused problems ever since I purchased it.  sometimes it works sometimes not.  Can you help?

• Speed test results
  

Ping 336ms
Download 1.95mbps
Upload 0.16mbps

• Ping test results
  

21 ms
Jitter 1ms

• Your external IP address
  

217.43.164.189

• Sure Signal serial number

42141230658

• The results of a traceroute

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

C:\Users\Brian>tracert 212.183.133.177

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

1 326 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 19 ms 18 ms 18 ms 213.123.80.250
3 17 ms 18 ms 18 ms 217.47.71.193
4 19 ms 20 ms 19 ms 213.1.69.134
5 19 ms 19 ms 19 ms 217.41.168.103
6 19 ms 19 ms 19 ms 217.41.168.171
7 20 ms 20 ms 19 ms 217.41.168.109
8 20 ms 19 ms 18 ms acc2-10GigE-0-2-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.225]
9 19 ms 19 ms 19 ms core4-te0-19-0-27.faraday.ukcore.bt.net [109.159
.255.203]
10 19 ms 20 ms 19 ms 62.6.201.209
11 19 ms 19 ms 20 ms t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.18
0]
12 20 ms 18 ms 19 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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\Brian>

[Roonster111]

Hi Ben,

My ISP is Virgin and am using their Superhub2.

Having read up on the problem, whilst many with similar set ups have had issues, the fixes have been those that I have already tried. Will see what happens plugged in elsewhere and report back.

[jabwky]

I have these lights on My SureSignal. I've pressed the reset button a couple of times, de-registered the SureSignal and re-registered it.

SureSignal serial number:  42141210643

Test results:

Download:  22.35

Upload: 3.47

IP address: 81.136.251.167

Ping test: B* line quality, ping 67ms Jitter: 1ms

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  10.0.0.1 (10.0.0.1)  1.196 ms  1.025 ms  0.937 ms
 2  host81-134-80-1.in-addr.btopenworld.com (81.134.80.1)  34.616 ms  33.599 ms  33.861 ms
 3  213.120.182.141 (213.120.182.141)  35.094 ms  33.597 ms  34.200 ms
 4  213.120.161.82 (213.120.161.82)  35.312 ms  35.453 ms  35.325 ms
 5  213.120.182.67 (213.120.182.67)  36.307 ms  36.254 ms  36.396 ms
 6  31.55.164.107 (31.55.164.107)  34.905 ms  34.996 ms  35.963 ms
 7  109.159.248.95 (109.159.248.95)  35.816 ms
    acc1-10gige-0-2-0-7.bm.21cn-ipp.bt.net (109.159.248.110)  35.897 ms
    109.159.248.73 (109.159.248.73)  34.926 ms
 8  core1-te0-15-0-16.ealing.ukcore.bt.net (109.159.248.44)  41.664 ms
    core2-te0-4-0-4.ealing.ukcore.bt.net (109.159.248.134)  38.896 ms
    core1-te0-2-5-0.ealing.ukcore.bt.net (109.159.248.0)  44.227 ms
 9  peer2-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.130)  70.541 ms  39.323 ms
    194.72.31.159 (194.72.31.159)  41.621 ms
10  t2c3-xe-11-2-0-0.uk-lon1.eu.bt.net (166.49.211.196)  40.302 ms  40.978 ms
    t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  40.278 ms
11  166-49-211-254.eu.bt.net (166.49.211.254)  40.704 ms  41.425 ms  39.472 ms

This SureSignal is normally on a different IP address (81.136.196.144) but because I've been having trouble on that IP, I brought it hoem to test on my BT connection at home: same problem!

Please advise. Thank you.

[Retired-Matt_B]

Hi everyone,

@jabwky - Your Sure Signal is still showing as deregistered, so you'll need to re-register it for it to connect successfully. Everything is fine with the traceroute you've provided. Could you please try the Sure Signal in another location, this will help rule out any fault with it.

@jhayley - Check to make sure you’ve got the following ports open/forwarded on your router:

Port Number

8          TCP     UDP

50        TCP     UDP

53        TCP     UDP

67                    UDP

68                    UDP

123                  UDP

500                  UDP

1723    TCP     UDP

4500                UDP

33434 - 33445             UDP

Another thing to try would be a different Ethernet cable, between your Sure Signal and router.

@Dave - It does need to use the specific ports mentioned. Please try your Sure Signal in a different location to rule out the issue with the ports at your work already being assigned. Alternatively, could you use different ports for the servicem, which is currently using the two the Sure Signal needs?

@Skoot34 - I can see that you're Sure Signal is now connecting to our servers successfully. Is everything working from your end?

Thanks,

Matt B

[jabwky]

Thanks Matt B. If you'd read my post to the end, you will see that I said I've been trying to get this VSS3 to work on a different network (my home)—unsucceesflly. The VSS3 has been on a different network in an office elsewhere—not working.The reason you think it is still unregistered is because I de- and then re- registed it on Saturday afternoon, the held the reset button for 30 seconds, then 10 seconds, then 15 seconds (all conflicting time intervals as per posts on this form) to try a factory rset, then left it on (with the same LED's showing as per this thread) until 11am on Monday morning—much more than the 24 hours asked for to 'set itself up'. This morning I de-registered it again, and put it into the original box and took it back to the Vodafone shop I bought it from. Only to be told they won't have any for at least a week …

Vodafone, that this is not plug-and-play is simply unacceptable. That there is no interface to the VSS3 to determine what it is (not) doing, is simply unacceptable. That it's taken a more than amonth of trying various configurations, firewall changes etc and  'give it at least 24 hours to set itself up' on a number of ocassions is unacceptable. Like Platter99 says, I've spent far too much time on this. If you're trying to drive customers away … you're about to succeed.

Bye!

[arukDave]

To Mat_B:

I'll see about trying it at home, but it'll probably not be until later this week.   Too much other stuff going on of my own I need to kill, put to sleep etc, to allow that to happen, plus at this time I can't garantee 24/7 power or connectivity to the 'net from there.   (Decorating/minor building work ongoing.)

As to changing the ports our company VPN uses.   You are joking of course?   Do you seriously expect a business entity to do those sorts of changes, as that will affect every user who roams the county (and beyond) with a laptop?   Also any Intranet traffic to/from other offices could be affected.

Plus, many hotel/guest internet portals don't always play well with "non standard" ports for VPN's.

Regards.

Dave Baxter.

[StevieT03]

Hello

My Vodafone Sure Signal has failed - Power - flashing, Internet - off, In service - orange, steady, In use - orange, steady.

I have run the requested test routines, here are the results:

• Your speed test results from here : Ping 24ms, Download 37 Mbps, Upload 9 Mbps
• Your ping test results from here: Ping 23ms, Line Quality A, Jitter 0ms
• Your Sure Signal serial number 40132606787
• The results of a 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  192.168.1.254

    2    19 ms    19 ms    19 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128

  .170]

    3    19 ms    19 ms    19 ms  irb.10.ptw-cr01.plus.net [84.93.249.1]

    4    20 ms    39 ms    20 ms  te-3-4.car5.London1.Level3.net [217.163.45.181]

    5    20 ms    19 ms    19 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

    6    66 ms    19 ms    19 ms  ae-226-3602.edge3.London1.Level3.net [4.69.166.1

  50]

    7    20 ms    20 ms    20 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124

  .138]

    8    21 ms    20 ms    38 ms  ae22-xcr1.lns.cw.net [195.2.30.61]

    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.

• Your external IP address from here      : 146.200.61.206 , ::ffff:92c8:3dce

I have also reset the Sure Signal by pressing the reset button for 30s (twice) - no difference. The same light pattern illuminates.

Please advise what I need to do?

Thanks

Steve