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

[266bhr]

Vodafone tech team changed the location setting of my Sure Signal to try and correct the original issue I reported. Have tried the hard reset a couple of times this morning but still back to flashing red and same 2 orange lights and seeing the same symptoms.

[jcarss]

Hi,

Same issue, please see below;

Speed test: D/L= 30.53mbps U/L= 12.66mbps

Ping test: 33ms

External IP: 194.176.105.7

Serial number: 42142472333

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 cph-rt01-gi0-2.900.ealingpct.nhs.uk [192.168.153
.1]
2 2 ms 1 ms 1 ms eh-dcrt02-tu222082.ealingpct.nhs.uk [192.168.222
.82]
3 2 ms 2 ms 2 ms 10.139.202.2
4 5 ms 4 ms 5 ms 172.16.243.237
5 5 ms 5 ms 5 ms 81.128.38.193
6 6 ms 6 ms 6 ms 217.36.154.118
7 7 ms 7 ms 7 ms 217.36.152.79
8 7 ms 9 ms 7 ms 172.16.195.243
9 * 8 ms 8 ms 172.16.195.131
10 7 ms 7 ms 7 ms 217.35.210.165
11 11 ms 11 ms 11 ms core2-te0-10-0-6.ealing.ukcore.bt.net [62.6.200.
69]
12 8 ms 8 ms 8 ms acc1-10GigE-0-5-0-7.l-far.21cn-ipp.bt.net [109.1
59.254.110]
13 12 ms 11 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
14 11 ms 10 ms 10 ms 85.205.0.86
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.

Many thanks,

Jordan

[Jenny]

Hi everyone,

evoseven777 – Your Sure Signal hasn’t connected to our servers since March 2014. Please perform a rest as follows to update this:

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

The Sure Signal will be back online in around 1 hour.

266bhr – I’ve updated your location to fix this. Please restart your Sure Signal as above to complete this.

Jordan – Your Sure Signal’s not connected to our servers at all. Please try the following:

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).

We recommend rebooting the router to see if this then allows you to connect to the internet.

Reboot your router/modem.

1.      Turn off your router or modem at the wall for 10 seconds and then turn it back on
2.      Wait for the lights on your modem/router to indicate that an internet connection has been established
3.      Press the reset button on the Sure Signal

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

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

Ports and Protocols:

•          8 – TCP/UDP                 (All routers)
•          50 – TCP/UDP               (All routers)
•          53 – TCP/UDP               (Virgin Super Hubs)
•          67 – UDP                      (Virgin Super Hubs)                                                    
•          68 – UDP                      (Virgin Super Hubs)                                        
•          123 – UDP                    (All routers)     
•          500 – UDP                    (All routers)     
•          1723 – TCP/UDP           (BT Home Hubs)          
•          4500 – UDP                   (All routers)     
•          33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

Thanks,

Jenny

[evoseven777]

tried all this, still not working???

[Retired-Kay]

Hi evoseven777, 

Please deregister your Sure Signal for 24 hours and then re-register. 

tomb16 - Your IP address isn't registered in the UK so we can't add it to the whitelist. This will be why your Sure Signal isn't working. Your internet service provider will be able to help further. 

Dolphins72 - Everything is fine with the details you've provided. Please follow Jenny's post above to make sure the correct ports are open on your router. 

There should also be a setting on your router for either IPSEC or VPN which needs to be ticked. Your internet provider can help with this. 

I'd also try a new Ethernet cable to see if this helps make the connection. 

Thanks, 

Kay

[kingus]

We've just received a Sure Signal, but it is not able to authenticate with Vodafone.

speed test
ping 18ms
download 20.77Mbps
upload 14.43Mbps

ping test
ping 38ms
jitter 1ms

ip address 81.132.253.97

Provider BT Infinity

Router TP-Link TL-WR720N

Sure Signal serial number 42142463589

C:\Users\nic>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 1 ms 192.168.0.1
2 5 ms 5 ms 5 ms 217.32.140.72
3 7 ms 6 ms 6 ms 217.32.140.46
4 6 ms 6 ms 6 ms 212.140.235.54
5 6 ms 6 ms 6 ms 213.120.182.67
6 8 ms 6 ms 7 ms 31.55.164.107
7 6 ms 7 ms 6 ms 109.159.248.87
8 14 ms 12 ms 11 ms core2-te0-15-0-0.ealing.ukcore.bt.net [109.159.2
48.142]
9 31 ms 10 ms 12 ms peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.
254.124]
10 17 ms 19 ms 16 ms lndgw2.arcor-ip.net [195.66.224.124]
11 12 ms 24 ms 14 ms 85.205.0.93
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 have forwarded the ports for "All Routers" and BT Home Hub routers

[ChristopherNichols]

Hi

Can you see Dolphins72 sure signal yet? I am the IT Manager for his company ad i can confirm the ports are open as requested.....

[Retired-Matt_B]

Hi everyone,

@kingus - Please try the Sure Signal in a different location. This will help rule out a hardware fault.

- @ChristopherNichols - The Sure Signal last contacted our servers on 8 September.

@waitey80 - As the Sure Signal isn't working in a different location, you'll need to arrange a repair following the instructions here.

Thanks,

Matt B

[ChristopherNichols]

Hi

Okay, well as you can see the ports are open correctly. also on a chat with vodafone yesteray it should be working but its not:

Mira: they have checked and the registered has gone through, it takes 24 hrs for the network to respond, so it should be ok by tomorrow

[kingus]

I was about to move it, and saw it had solid power, and the first 2 lights were white, with the third occasionally white. 5 bars of signal on my wife's phone. Now I know it works, I can finally ditch o2!