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

[benhyland]

I also have this issue - please see information below - please help!!!!

Speed Test:
Download - 10.36 mbps
Upload - 8.42 mbps
Ping - 22ms

Ping Test:
Ping - 35ms
Jitter - 12ms
Line Quality - B*

External IP Address:
94.229.130.74

Sure Signal Serial Number:

40134979646
40140935822

Tracerouter Results:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\servestsupport>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1   130 ms   202 ms   202 ms  10.170.32.254
  2   162 ms   201 ms   203 ms  ll-the1-servestleeds.greend.nsdsl.net [94.229.13
0.73]
  3   210 ms   198 ms   196 ms  l3sw-the1-jrt.netservers.net.uk [80.248.186.30]

  4   158 ms   202 ms   198 ms  rt-the1-dis.netservers.net.uk [94.229.137.129]
  5    11 ms    66 ms   198 ms  ge-1-0-6-0.edge00.thn.uk.hso-group.net [46.17.60
.49]
  6   205 ms   203 ms   199 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    12 ms   191 ms   202 ms  85.205.0.93
  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.

Thanks
 

[ngaconnect]

Hi all, following previous message, I've got one of our customers SureSignals in our NOC, directly connected to our Fibre, no firewalling, with a public static IP and I'm still getting the light pattern as above.

Can you please confirm that our whole address block is whitelisted? 185.51.172.0 - 185.51.175.255

Many thanks,

NGA Connect

[Ben_H]

Hi folks,

benhyland - Welcome to the eForum.

Are you using both Sure Signal devices? When was the last time they worked and how are they set up in your home?

ngaconnect - Those IP addresses aren't on our whitelist. I've made a request for them to be reviewed.

Cheers, 

Ben

[benhyland]

Hi, thanks for getting back to me

I think the devices were working initially although I would need to get that confirmed but they are both in an office enironment and are both correctly connected to the web via the firewall we have onsite

Some of our guys have done some tests on the line and it shows that there is some chatter between our devices and your servers but it just doesnt seem like the servers are talking back

They are both registered with users associated to them

Thanks

B

[cornishsimon]

Vodafone suresignal been working for a year, 10 sec power cut yesterday morning (18/08/14), wont now restart.

Left on during the day, tried 30 second factory reset x 3, turned off overnight and restarted, no change to error lights.

Info:-

Suresignal serial No. : 40131955128

Download speed - 2.92 Mbps

Upload speed – 0.37 Mbps

Ping – 46 ms

IP Address - 146.200.48.33

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    16 ms    99 ms    99 ms  dsldevice.lan [192.168.1.254]

  2    97 ms    96 ms   100 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128

.170]

  3   102 ms   100 ms    44 ms  irb.10.ptw-cr01.plus.net [84.93.249.1]

  4   101 ms   100 ms   133 ms  ldngw1.arcor-ip.net [195.66.224.209]

  5   105 ms   100 ms   100 ms  85.205.0.86

  6     *        *        *     Request timed out.

  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.

Advice for resolving the issue please,

Thanks

Simon

[heyescroft]

Speed Test:  Download - 4.64  Upload - 0.39

Ping 32ms  Jitter 3ms

External IP:  87.112.118.170

VSS Serial No:  42142833070

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

  1     1 ms    <1 ms     2 ms  192.168.88.1
  2    41 ms    28 ms    35 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3    41 ms    35 ms    29 ms  link-b-central10.ptn-gw02.plus.net [212.159.2.138]
  4    28 ms    28 ms    27 ms  xe-5-3-0.ptw-cr02.plus.net [212.159.0.110]
  5    32 ms    39 ms    27 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  6   124 ms    35 ms    40 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    32 ms    32 ms    31 ms  85.205.0.86
  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.

I've just updated my router to a Linksys EA6900 since when the VSS has been giving the flashing red & solid orange for the in service & in use.  I'm driving the device through a Netgear range extender and for the last 10 days since buying the VSS everything has been working well.  I can see the device in the router tables and the AP, have given it a couple of resets, so it would seem to me that the problem is back in the servers.

All help appreciated

Phil

[grolschuk]

Hi Phil, Apologies if this is hard to read, the forum has stopped accepting new lines on my posts... So it used to work before you changed router? I would suspect it is a problem with the router rather than the servers. Log into the router and go to the Security -> Firewall section, and change the setting for IPSec and PPTP VPN passthrough. Then try resetting the suresignal and see if it connects.

[heyescroft]

Hi grolschuk, Many thanks for your reply - both of these are currently set, I'll try changing them but what is the correct VSS reset procedure?  I've seen something that says to hold the button for 10 seconds but this seems to turn it off and another for 30 seconds

Phil

[grolschuk]

@heyescroft - sorry I missed your question... a reset depends on the version of suresignal. 1 and 2 are press and hold the reset button for the duration of this... 10 seconds, pull the power out, another 10 seconds, put the power back, wait for the lights to flash... version 3 is just hold reset for 30 seconds.

[benhyland]

Hi Support,

Sorry to bug but I am getting both of my ears pounded by management onsite where the two devices are not working - from what we gather and from reading other forums related to this issue, it appears that our ip address is not whitelisted

Could this please be done as a matter of urgency and if it does not fix the issue, at least we know that we have to look somewhere else

The IP address we need whitelisting is 94.229.130.74  

Thanks for your help

Regards

Ben Hyland