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

[bobholwill]

Hi Wayne,

Just tried reset, exactly the same light sequence flashing power, internet off, in service orange, in use orange

[Jenny]

Hi everyone,

Phil7007 – I’m sorry we missed your post.

Everything looks fine from what you’ve provided.

• 40130416353 last connected to our servers this morning - is this one working ok now?
• 40124110590 last connected on 16 October.

If you’re still having problems please try the following:

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:

• 183.133.177
• 183.133.178
• 183.133.179
• 183.133.181
• 183.133.182
• 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).

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

Change the value of the MTU size to 1500.

Log out of the router, this will usually result in a reboot.

Perform a reset of the Sure Signal:

1. 1. Locate the button on the base of the box next to the Ethernet ports
   2. Press and hold the button for approximately 30 seconds
   3. Once the lights come back on, release the button

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

jvillani and  bobholwill - Please also try the steps above.

Thanks,

Jenny

[arukDave]

Jenny:

Your list of "IP addresses" is still corrupt.

Quote...

Destination IP Addresses:

• 183.133.177
• 183.133.178
• 183.133.179
• 183.133.181
• 183.133.182
• 183.131.128/26

/Quote.

The most significant "212" octet seems to have gone missing.

(At least the next most significant "183" octet has been re-instated.)

In any case, for a correctly functioning router that allows "NAT Traversal" none of this port forwarding nonsence is needed.    Even if it is, the users ISP could still block or mess with it if they so wished.

Also, when oh when, are you going to correct your server farm base networking protocol, so it can correctly handle the case of mismatched MTU values, between yourself and (for example) BT's "Infinity" consumer network?   Many routers are pre-configured never to go all the way to 1500.

"Logging out" of a routers admin pages, rarely (if ever) itself causes an automatic restart.  If it is needed, the user has to invoke that by a menu item, or by cycling the power, AFTER they've updated and saved it's settings..

It would be prudent to recomend users first backup and save their routers original settings, before changing anything.   At least then, they may have a way back to "normal" if they misconfigure something in error.

Regards.

Dave Baxter.

[jvillani]

The lights are looking good now (2 first lights are solid white). I had a full signal yestderday. Not anymore though. The lights are still 2 solid whites, indicating all is fine. Rebooting my iPhone and my colleagues phones does not make any difference either. reseting the suresignal box does not make any difference either...

Can you check all is well on your side ?

Serial Number = 42143536532

Thanks

[weekender5282]

Hi Wayne,

Many thanks for that. It still does not seem to be working but I guess it might take a few days to get the IP address on to the white list. Just to confirm, are you placing the whole block on the white list? 37.208.80.X

Regards

Marvin

[itregistration]

Wayne,

As per the thread title - Power - flashing, Internet - off, In Service - orange, In Use - orange

I have also performed a reset several times, without success.

Regards

J

[grolschuk]

Hi itregistration.

If you look back through the thread, there will be posts from staff members asking for IP and tracert info to check it's trying to connect to the right location... If you can post that info it will help Wayne and his team as they will only ask for that as a starting point.

Also who is your ISP and what router is being used? as sometimes these have an effect.

edit: Just saw you posted the tracert info and such before, so just the question about ISP and Router

[bobholwill]

Hi Grolsh UK, I keep posting on here and had no replies for a week!!!

[grolschuk]

Hi Bob

What router are you using for the fibre connection?

If it is a BT Home Hub, they are notorious for being a pain and not letting the correct suresignal traffic though without a lot of reconfiguration.

The 4 and 5 are slighty better as there is an option in the router for Port Clamping, and turning that on often helps.

If it is a business hub 3, I don't think there is a resolution.

[bobholwill]

Hi Grolschuk,

We are running the following:

BT Fibre Infinity, through a VDSL followed by a Cisco RV220 router. My IT man has followed all instructions so far from previous posts in relation to BT firbe Infinity. Can you advise which way to go and which ports to be opened to allow this to function.