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

[grolschuk]

@benhyland - welcome to the forums The Team will be along sometime today or tomorrow morning to take a look at your address... however it mostly falls down to the router being used, not playing ball with the suresignal vpn traffic. Who is your isp and what router/firewall is in place?

[benhyland]

Hi grolschuk

Thanks for your reply

I have just found out that the SureSignals have never worked at the site they are at right now - I said in previous post that I thought they had but they hadnt

With regards to the ISP and the Router/Firewall - we have an identical setup on our site in Suffolk and they worked here straight away - same open ports, same firmware, everything is exactly the same, but they do not work here

I am hoping that once the guys check the IP address and add it to the whitelist, that it will just start working

Thanks for your response

Regards

Ben

[Retired-Matt_B]

Hi everyone,

benhyland - The IP address you've provided is on our whitelist. Have you confirmed that the Sure Signal's have worked previously? 

triggers - Please try using the HomeHub 4 as you know this works fine. 

ThomDunmow - If you're using the BT HomeHub for Business, this isn't supported alongside the Sure Signal and you'd need to use an alternative router

cornishsimon - I've performed a resync of your Sure Signal. Please leave it switched on for 24 hours and do not reset it within this time. After this time, please follow instructions I've posted below to heyescroft.

heyescroft - You can perform a reset by following the steps below:

• Find the button on the base of the unit 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 come online in around one hour

Thanks,

Matt B

[benhyland]

Hi Matt_B

Can you confirm that from your last reply, was the IP already on the list or have you just added it to the list?

The devices were never working in their current location but were when we had them here in Bury St Edmunds

The setup is exactly the same at both ends

[Sukhi]

Hi benhyland,

The IP address was already on the whitelist.

If the Sure Signal is working in one location and not the other, there must be an issue with the set-up. Please check again before testing.

Thanks,

Sukhi

[arukDave]

Benhyland.

Check with the ISP's that their blockages/restrictions are not doing anything, even if you have the same ISP at both sites, they could have different restrictions applied, just because they can.

Also, that the router's "Outgoing" firewall settings are not restricting anything.

I have found too, that if there is a network "Hub" in the mix, the VSS's fail to even do the DHCP thing successfully, so make sure there are none of those between the VSS and your border router.   Also, that what the router call's (for example) a 4 port "switch", is not a "Hub" in truth!   Some time spend with WireShark could help you figure that out.

Best connect the VSS direct to the router if at all possible.   Check in the Router's connected devices list, that the VSS is showing up, and give it a fixed local IP address, but I guess you've already got all that sorted.

If there is any configuration in the router, to support a corporate VPN or similar, that uses PPtP and/or L2TP, then that will be a show stopper for the VSS sadly, unless you can change the ports your VPN(s) use.

I currently have a VSS working on my home system (via a Netgear DGN1000 router) with absolutely no port forwarding rules applied for it whatsoever!  But it took a long time to make sure there were no external restrictions.   (Having said that, I'll probably get home later to see a "bad" set of indicator lighs now.)

I have to say, when they work, they work very well.   But, due to the extensive networking requirements they have, they are not as "Plug and play" as some would like to think.

For example, some ISP's are currently blocking port 123 (from outside their network) due to the NTP Amplification atack, of a few months back.  (Buggy NTPD daemons, should be fixed by now.)

I've never got a VSS going here in the office (yet) due to the clash of interests between what the VSS's need, and our office server's VPN uses, not helped by the silly BT "Business Hub" router.

Best Regards.

Dave Baxter.

Technical Manager AR-UK Ltd.

[cornishsimon]

Tech team,

Thanks for performing resync - it worked fine for a couple of days but we have had the same problem again today.

Tried a couple of resets but not worked.

Could you resync again, or suggest further action to stabilise.

Thanks

Simon

[Jenny]

Hi Simon,

Your Sure Signal’s showing as last updated on 23 August so it should be working.

I’ve re-synced this again today so please complete this by performing a factory reset as above.

Thanks,

Jenny

[cornishsimon]

Thanks,

Did a reset on the VSS last night - up and running again this morning.

Cheers,

Simon

[ThómDunmow]

74 Pages of issues is absolutely ridiculous. Makes me wonder why I wasnt told that there were compatibility issues when I bought a £100 device that was never going to work. What a waste of money eh.