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

[kirstyferg]

urgh, thanks for the heads up. Just how I wanted to start my new business relationship with Vodafone...

[udalep]

Can you help?  Here are my results: 

Just got VSS 3 and after working for only two weeks, I have the above symptoms. I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:
Download 15Mb/s
Upload 11Mb/s
Ping 26ms

Ping Test:
Ping 37ms
Jitter 9ms

External IP Address:
217.10.136.172

Sure Signal Ser No:
42150793927

Traceroute Results:

Last login: Mon Apr 13 09:30:12 on console
Macintosh-9:~ peterudale$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 1.473 ms 0.764 ms 0.688 ms
2 217.10.136.129 (217.10.136.129) 5.667 ms 9.289 ms 8.089 ms
3 82.147.5.53 (82.147.5.53) 5.937 ms 7.270 ms 5.465 ms
4 ae1-1-core0.sdsdn.uk.as6908.net (62.149.52.57) 6.117 ms 5.831 ms 7.412 ms
5 ae0-core0.sdsds.uk.as6908.net (62.149.50.94) 10.116 ms 5.450 ms 5.822 ms
6 ae0-core0.tcsov.uk.as6908.net (62.149.50.106) 12.067 ms 12.022 ms 12.117 ms
7 ae0-core0.thest.uk.as6908.net (62.149.50.158) 12.955 ms 11.383 ms 13.131 ms
8 ae2-core0.thnor.uk.as6908.net (62.149.50.170) 14.284 ms 11.269 ms 12.058 ms
9 ldngw1.arcor-ip.net (195.66.224.209) 14.071 ms 12.938 ms 12.022 ms
10 85.205.0.86 (85.205.0.86) 13.535 ms 17.309 ms 14.285 ms
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *

Thanks. 

[arukDave]

@udalep

Hi.

Who's your ISP?   Would it be a service provided over a microwave link?  (Airband.net)  In a non-urban location?

If so, unless you've changed any of your own infrastructure or settings, best you contact them, and ask what they did, if they know.

Unless you told them you were going to run a sure signal, they may have noticed a lot of traffic to/from you, and put a cap on your usage.

Just guessing, you need to talk to them if you did nothing to your local setup, hardware or settings.

Regards.

Dave B.

[welchmike]

Hi, Were having the same problem with our sure signal, details as follows:

Serial No. 40123626786

IP address: 82.35.30.229

D/L Speed: 47.35Mbps

U/L Speed: 4.46Mbps

PIngtest: 28ms

Traceroute:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 16 ms 15 ms 15 ms lutn-bam-1.network.virginmedia.net [62.253.189.2
26]
2 49 ms 17 ms 15 ms lutn-core-2b-xe-113-0.network.virginmedia.net [6
2.252.71.130]
3 * * * Request timed out.
4 32 ms 17 ms 17 ms nrth-bb-1b-ae0-0.network.virginmedia.net [62.254
.42.130]
5 19 ms 23 ms 23 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
6 20 ms 19 ms 18 ms ldngw1.arcor-ip.net [195.66.224.209]
7 19 ms 25 ms 24 ms 85.205.0.86
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
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.

[loncam]

Speed Test:
Download: 48.41 Mb/s
Upload: 48.53 Mb/s
Ping: 16

SureSignal External IP: 192.52.162.29

SureSignal Ser No: 42150991935

Traceroute Results:

3 <1 ms <1 ms <1 ms 192.52.162.5
4 1 ms 1 ms 1 ms 80.169.31.113
5 4 ms 3 ms 4 ms te0-0-0-0-pr1.LON.router.colt.net [212.74.73.231
]
6 20 ms 19 ms 21 ms lndgw2.arcor-ip.net [195.66.224.124]
7 18 ms 18 ms 17 ms 85.205.0.86
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
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.

[arukDave]

@Ioncam That IP address you quote "192.52.162.29" for your public IP, is not a RIPE managed address, so canot be used by vodafone. Who's your ISP? You need to talk to them, and get them to assign you a public IP address that is listed within the RIPE database as it's endpoint is located within the UK, else Vodafone's servers will ignore/block you. Have you also checked/done all the other tweaks often needed to the router to accomodate the VSS? (Scroll back up this list for the needed info, past pages etc.) Dave B (Not part of vodafone)

[joewilliams]

@ben_h : what exactly should the lights do? I hold the reset button down for around 40 seconds, but the lights stay exactly as they are until I release the button, at which point the vss restarts.

I've tried removing the ether net cable after this time as well.

I have a video of what it's doing if that would help.

[Amanda]

Hi @joewilliams

What you've explained is fine. The issue may be with your internet service provider. Please check under your router settings that it's set to allow VPN (private network). 

If you're unsure of how to do this, please contact them directly. 

Hello @loncam - @arukDave has given you the correct help with this. 

Thanks, 

Amanda 

[joewilliams]

Thanks @Amanda

The router is set to allow VPN access. I have also tried placing the VSS in the DMZ.

[arukDave]

Hi @joewilliams

Check your router's firewall settings. If there is something in there related to allowing(or not) "Fragmented Packets" to pass through, try enabling it. The VSS does need the router's MTU value to be 1500, or if not, as high as it can get, but you'll also then need to enable that fragmented packet feature.. If the router can't/wont/doesnt alow that, talk to your ISP, as I suspect you'll by then be between a rock and very hard place. (You could try a firmware update, if newer code exists and your ISP allows it. Else swear at it in French!)

We have a SSv3 working here in the office, on BT Infinity via VDSL and FTTC, but we had to replace the BT supplied router and Outreach modem with a Draytek Vigor 2860 series router, that has it's own VDSL modem, and that critical switch in the firewall settings. (Not a low cost item sadly.)

It's not only "your" router that could fragment packets, other kit upstream of you might. And that does seem to prevent the SS's from communicating successfully with Vodafone's servers. Hope some info here helps. Regards.

Dave B. (Not part of Vodafone, & no affiliation do Draytek either!)