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

[LSPBaz]

Hi Jeffkinn,

I am a long-term product development specialist and Continuous Improvement consultant with experience of across a number of sectors.

Synology, manufacturers of NAS servers, are constantly testing and verifying compatibility of their equipment with other manufacturer's technology where there are functional dependancies. They declare this compatibility on their website. This mitigates the issue of customer dissatisfaction and negative press. Synology are far from unique in this approach.

In this instance, Femtocell (manufacturer of the Sure Signal) is Vodafone's technology partner (not BT) and between them, they need to resolve this significant issue.

Glad that you could move your Mac to a different printer. If I need financial advice, I know where to come, but forgive me, and everyone else, if we choose to overlook your "wisdom" on this occasion. 

[Viking]

Same problem as all the rest, again. I get this often and usually a reset sorts it out in a couple of days or so. Not this time though.

Speedtest result

Download speed 25.34 Mbps

Upload speed 13.99 Mbps

Ping test 50ms Jitter 4ms

External ip address 146.200.159.89

[Cortez1980]

Hi

I have been having these issues for a while, please help

• Your speed test results from down 13.54 up 1.33
  
• Your ping test results from 71ms
  
• Your external IP address from 94.30.45.228
  
• Your Sure Signal serial number 42143931717
• The results of a traceroute
  C:\Users\BenC.SMART>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    25 ms    19 ms    19 ms  62.72.148.135
    3    19 ms    24 ms    25 ms  62.72.134.73
    4    19 ms    21 ms    22 ms  62.72.134.73
    5    20 ms    21 ms    21 ms  be50.cr15.tn5.bb.daisyplc.net [62.72.137.2]
    6    22 ms    23 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]
    7    21 ms    21 ms    25 ms  85.205.0.93
    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.

[Jenny]

Hi @developer_dave

Your Sure Signal isn’t connecting to our servers.

Please check the following:

Make sure that your router is set up to accept private networks.

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).

@Cortez1980 – Is your Sure Signal plugged directly into the router? If not, please give this a try.

Please also try a new Ethernet cable in a different port.

Thanks,

Jenny

[Cortez1980]

Hi Jenny

Thanks for your reply.

Yes it is plugged directly into a Cisco 800 series router and it was only done this morning. I have since read that it can take a while to connect to your servers. I have set the device up at a customers house and won't beable to check the status lights for a few days. Can this be checked your end or by me remotely?

Thanks

[patrick_keys]

Jenny

Could you please correct your advice, specifically the following section:

Destination IP Addresses:

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

IPv4 addresses consist of four numbers, not three. We have pointed this out several times now - why are you still copying and pasting bogus information?

[Mark111]

SS3 has been working fine for a few months, service dropped out a few times but I have always been able to restore it after a reset.  Went off about a day ago and resetting/power off, etc haven't restored the service.

Speed test results:

Ping 26ms

Down 6.99 mps

Up 0.93 mps

Ping test results:

Ping 23ms

Jitter 4ms

Unable to test packet loss

External IP address: 

146.199.20.240

SS serial number:

42142808593

Traceroute:

Microsoft Windows [Version 6.3.9600]

(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\mmt>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1   831 ms     1 ms     1 ms  192.168.1.1

  2    20 ms    18 ms    20 ms  lo0.10.Central10.ptw-bng02.plus.net [195.166.130

.203]

  3    20 ms    19 ms    19 ms  irb.10.PTW-CR01.plus.net [84.93.249.1]

  4    23 ms    21 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

  5    21 ms    20 ms    19 ms  85.205.0.93

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  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.

C:\Users\mmt>

[Jenny]

Hi guys,  

@Cortez1980 - This still hasn’t connected to our servers.

Was the Sure Signal left plugged in on another connection for over 24 hours with no interruption?

@Mark111 – Your Sure Signal’s showing as connecting with our servers this morning – is everything ok now?

Thanks,

Jenny

[Mark111]

Yes, the service came back on over the weekend

[groovydad]

My sure signal v3 has not worked all day.  I tried to reset but however long I press the reset button the lights remain in order: flashing, none, solid, solid.  Here are the requested items:

1.  http://www.speedtest.net/result/3972274185.png

2. http://www.pingtest.net/result/112340658.png

3. 165.120.116.8

4. 40131973204

5. 

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

1 3 ms 1 ms 3 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * 8 ms 7 ms 31.55.187.133
4 8 ms 10 ms 8 ms 31.55.187.148
5 17 ms 14 ms 15 ms 195.99.127.62
6 8 ms 8 ms 7 ms peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159
254.124]
7 12 ms 10 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
8 63 ms 10 ms 10 ms 85.205.0.93
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.

Many thanks