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

[Jerry49Taylor]

@Laura - yes thankyou. Sure Signal operating properly now and the automated messages have stopped arriving.

[philsims73]

OK.  Here goes.  Same problem as everyone else.  Any help gratefully received.

Here are my stats:

ISP - BT Infinity

Draytek Vigor 2760 router

Sure Signal serial no. 42144614577

Speed test

42Mb down

2Mb up

Ping 39ms

Jitter 3ms

External IP 81.139.234.118

Tracert

C:\Users\psims>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 2 ms 1 ms 192.168.1.1
2 17 ms 13 ms 13 ms host81-139-160-1.in-addr.btopenworld.com [81.139
.160.1]
3 15 ms 13 ms 13 ms 213.120.182.141
4 18 ms 13 ms 15 ms 213.120.161.82
5 397 ms 13 ms 13 ms 31.55.164.69
6 19 ms 13 ms 13 ms 31.55.164.107
7 180 ms 13 ms 15 ms acc1-10GigE-0-3-0-1.bm.21cn-ipp.bt.net [109.159.
248.112]
8 20 ms 22 ms 24 ms core1-te0-1-0-5.ealing.ukcore.bt.net [109.159.24
8.0]
9 113 ms 24 ms 20 ms peer1-xe3-2-0.telehouse.ukcore.bt.net [109.159.2
54.205]
10 28 ms 23 ms 24 ms lndgw2.arcor-ip.net [195.66.224.124]
11 26 ms 21 ms 22 ms 85.205.0.86
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

Phil

[simonblackaby]

My Serial number is 42143536367

I am using my university network; as I said in my last post, it has worked on this before. 

Simon

[tlpvoda]

@Laura

I have cleared cookies etc. but still cannot get to the link. Any further guidance is appreciated as we need to get this running.

Thanks

[tunnyx]

Hi - having problems getting my suresignal v3 working.  I get Red light: Flashing, 2nd light: Blank, 3rd light: Solid orange, 4th light: Solid orange.

Speedtest:

Ping: 11ms

Upload: 13.3Mb/s

Download: 53.6Mb/s

Pingtest: 

PIng: 17 ms

Jitter: 1 ms

IP Address:

87.127.198.119

Suresignal Serial:

40130426493

Trace route:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Mark>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 Vigor.router [192.168.1.1]
2 13 ms 13 ms 13 ms lns12.inx.dsl.enta.net [188.39.1.6]
3 13 ms 13 ms 13 ms te3-3.inx.dist.dsl.enta.net [188.39.1.5]
4 13 ms 13 ms 13 ms te2-2.interxion.dsl.enta.net [78.33.141.89]
5 13 ms 14 ms 13 ms te2-3.interxion.core.enta.net [87.127.236.209]
6 14 ms 14 ms 14 ms te0-1-1-1.interxion3.core.enta.net [188.39.127.1
64]
7 14 ms 14 ms 14 ms te0-1-0-2.telehouse-east4.core.enta.net [188.39.
127.161]
8 16 ms 14 ms 14 ms te0-0-0-0.telehouse-east3.core.enta.net [188.39.
127.150]
9 14 ms 15 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
10 15 ms 15 ms 15 ms 85.205.0.86
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.

C:\Users\Mark>

Thanks in advance

Mark

[Retired-Laura]

Hi everyone,

@Eli-suresignal @simonblackaby and @tunnyx – Please do a reset on the Vodafone Sure Signal.

 To do this:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

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

@Jerry49Taylor – Thanks for the update.

If you need anything else, let us know.

@philsims73 – Welcome to the eForum.

Please make sure that your port forwarding in correct on your router settings.

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)

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.

If there are still issues with the Vodafone Sure Signal, please can you state the light sequences that are seen.

Cheers,

Laura

[tunnyx]

Hi Laura

As this is version 3, and there is no separate power lead, can you confirm the routine for a reset of the VSS3 unit.  I've already done what I think the reset routine is about 10 times, so a concise set of instructions for resetting VSS3 would be appreciated.

Regards

Mark

[DaveCD]

@tunnyx  @simonblackaby 

The light sequence you have indicates that the Sure Signal failed to authenticate onto our network.

Everything you've posted looks fine. Please try connecting using a different Ethernet cable and resetting the Sure Signal as follows:

Press and hold the reset button for 10 seconds will factory reset the device. This will trigger the software reload and profile sync to the Femto.

@psychlist 

I can see that the serial number you've mentioned in the past for your Sure Signal is 40114256288 and this is showing as deregistered.

If you have a newer model, please post the serial number and we'll take a look.

If it works intermittently, this would indicate it's a low priority in your router settings and this will need to be changed to high priority.

@tlpvoda 

Please take a look at the post - http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-and-BT-Home-Hub/td-p/1519302

DaveCD

[tunnyx]

@DaveCD

changed cable (for a 100% known working one). reset - still dead

changed port on router - reset - still dead

checked router light sequence - the connection is fine and device in DMZ (plus all ports forwarded anyway).

Mark

[arukDave]

@tunnyx

Hi.

What exact model of Draytek Vigor router do you have, and what service are you using ADSL, or FibreDSL (with an extra modem?)

Have you checked the routers's configuration in regards to static LAN IP address for the VSS, and allowing fragmented packets through, among other things...    Just putting it into a DMZ will not help much.

Who's service are you connected to?  I see your IP address (87.127.198.119) is from a UK company called "Enternet".

inetnum:         87.127.196.0 - 87.127.199.255
netname:         ENTANET-ADSL
descr:           ADSL endpoints NAT conections only
country:         GB

However they are wholsale merchants.  Who do you pay the bill to, & do they have a technical support contact, as you may need to talk to them if all else at your end checks out.   (The dredded phrase 'NAT connections only' is also mentioned above, so there will be more 'Network Address Translating' routers in-line between you and Vodafone.  Any of them could cause issues if they fragment packets.)    If you do ask them, ask if they have other uses who use Vodafone Sure Signal devices, and what if any special tweaks were done to those users service.

Please also review my last post on all this (posted on 20-01-2015, at 09:43 AM)   We have a VSS working well here behind a "Draytek Vigor 2860 n plus", on BT Infinity.   BT's infinity is not a service that is easy to work with for the VSS without help from the router, but it can be done.   The critical things for us, was to bypass the Outreach modem and setting the allow fragmented packets feature in the Draytek.    The downside was the extra cost of the Draytek device.

(I suspect the router re-assembles a fragmented packet, then passes that on to the internal address, so whatever needs it hasn't a clue it got bust up en-route.)

As @DaveCD (Vodafone) says, your VSS failed to authenticate with their servers.   "Fragmented Packets" is a total show stopper for the VSS that can cause your problem.  Please review your router settings for that feature, and make sure it is set.    (You might even find it marginally improves things for other stuf you do.)

If it is set already, you will need to talk to your ISP support people as probably there is something else upstream from you that is causing issues.   The VSS uses a MTU value of 1500, there is sadly no choice in that, plus the way it authenticates with Vodafone if any authentication traffic gets fragmented and some data gets dropped, it will never authenticate.

When it does authenticate, you'll get (I believe) a steady power light, and a slow pulsating Internet light.   And, yes it can take some time (some hours at worst!)  For the VSS to fully update itself, and get going.   If you see the slow pulsating internet light, --Leave it alone--  And let it sort itself out.   It -Will- reset/reboot itself too, one or more times, before it all settles.

When it is all working, if the power is interupted, or the link dies, when it comes back on, it should only take a few minutes, if that to re-authenticate and start working again.

Then, any Vodafone handset you have --that is registered to use your VSS-- (most important!)  If you reset it (power down and reboot it, or just go into "Airplane mode" for a few minutes, and back again) should sudenly have a very strong Vodafone 3G signal to use.   When a registered phone is using the VSS, the right most white light will come on too.

If you hit that VSS reset button (for however long)   It does appear to go back to a Factory reset condition, so will have to do all it's firmware and OS updates again.   (It run's a version of Linux internally, as well as all the Vodafone stuff.)

Best Regards.

Take care.

Dave Baxter.  (Not part of Vodafone.)