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

[Retired-Rodney]

Hi everyone, 

@platespin - Please contact your Internet service provider and ensure the following ports are open;

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191                                                                       

Once the above steps have been followed please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

@Randystalker - If your SS connects effectively whilst at home, you'll need to look into your firewall settings to ensure there isn't anything blocking our connection.

@hutchweb - Your router is yet to make a connection with us, can you please ensure your SS is plugged into a router. 

If this doesn't rectify your issue, please contact your Internet service provider and ensure the ports above are open.

If you need any further support, please contact us here.

@STKBOTH - Can you please confirm who Internet provider is?

In addition, please try using a different Ethernet cable and let us know if this makes a difference.

@nbusin - Please follow the following steps;

1. Reboot router 
2. Wait 5 minutes, reboot the SS
3. Wait 5 minutes, log into the router dashboard 
4. Click on the connected device list 
5. Refresh this page and ensure your SS is there.

If it is showing, please contact BT and ask them to open the ports I've mentioned previously.

If it isn't showing, please try a different Ethernet cable.

Thanks,

Rodney 

[arukDave]

@Rodney.

Re:-

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191 

WRONG!    (Your bulletpoint formatting is mangling what you want to say.)

That should be...

    212.183.133.177 - 179    (Three addresses)
    212.183.133.181 - 182    (Two addresses)
    212.183.131.128 - 191    (Sixty Four addresses!)

Or:-

First        212.183.133.177
Last        212.183.133.179 (Three Addresses.)   

First        212.183.133.181
Last        212.183.133.182 (Two Addresses.)

First        212.183.131.128
Last        212.183.131.191 (Sixty four Addresses!)

As for ports, the key factor is not "forwarding", but making sure that those ports are not restricted, blocked or otherwise used for anything else, especially if the user has a BT Home (or "Business") Hub.

Plus, the MTU value in the router needs to be 1500, or if that can't be set, the router must be able to pass fragmented packets through to the VSS, from the address blocks listed above.

Don't forget to mention that their external (public) IP address, must be listed as located within the UK(GB) on the Ripe database.   https://apps.db.ripe.net/search/query.html   (Scroll down for the search entry field.)

*Please* fix the boilerplate quotes you guys keep sending out...

Regards...

Dave B.

[Retired-Matt_B]

Hi @m1kegibson,

Please try the Sure Signal in an alternative address.

This will rule out any hardware issue with the Sure Signal. There are cases where some connections are not compatible with our Sure Signal.

We first need to know that the issue doesn't lie with the Sure Signal.

Thanks,

Matt

[m1kegibson]

Before fobbing me off with the headache of trying this at another location - can you at least tell me whether you have any evidence of my VSS trying to connect/access the Vodafone infrastructure.  The ethernet activity light is flashing constantly so it is trying to do something - presumably it should at least be toushing your server - my IP 78.86.219.253

Thx

[jhopkins]

m1kegibson  how do you try it at another location.?..do you mean using  someone else's  router? or if you mean elsewhere  in the house,  how do you get a long enough ethernet  cable to reach the router? Just interested  as I had  seen other people talk about 'another location'  but didn't  understand  what they meant.

[platespin]

Well people..... the next step for me is to buy a DrayTek router for around a cool £200.

Reason for this is because the BT Business Hub5 is as useful as an inflatable dartboard.

Thinking about it, I might be being a bit unfair to inflatable dartboards!!!

[hutchweb]

I tested my clients ss3 on my own infinity hub 5 and it connected ok once i turned off the "auto connect parental control bit" no other changes made.

[jhopkins]

hutchweb,

I didn't  have  any way of turning  parental controls on or off on my SS3...how  did you do that?

[hutchweb]

On the bt hub 5, in advanced settings go to home network, smart setup and set it to NO.

That seems to enable new devices on the network to get straight onto the internet without the parental controls question getting in the way.

The suresignal then behaved in a completely different way and white lights started coming up.

[iansjones]

PlateSpin,

Make sure you can send it back.

Mine does not work on BT Infinity Fibre.