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

[danielworf]

Hi

We haven't been able to get our sure signal working at all.

Speed Test:

Download 20.13 Mb/s

Upload 1.11 Mb/s

Ping 73ms

Ping Test:

Ping 1ms

Jitter ?

External IP Address:

81.174.142.166

Sure Signal Ser No:

42144403302

Traceroute Results:

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  10.0.0.3

  2    21 ms    20 ms    20 ms  host81-148-160-1.in-addr.btopenworld.com [81.148

.160.1]

  3    21 ms    20 ms    22 ms  213.120.182.141

  4    22 ms    21 ms    22 ms  213.120.161.82

  5    21 ms    21 ms    22 ms  31.55.164.53

  6    21 ms    21 ms    22 ms  31.55.164.107

  7    25 ms    25 ms    25 ms  acc1-10gige-0-5-0-7.bm.21cn-ipp.bt.net [109.159.

248.102]

  8    27 ms    25 ms    27 ms  core2-te0-4-0-4.ealing.ukcore.bt.net [109.159.24

8.134]

  9    40 ms    26 ms    26 ms  core2-pos9-2.bletchley.ukcore.bt.net [194.72.31.

157]

10    27 ms    29 ms    30 ms  lndgw2.arcor-ip.net [195.66.224.124]

11    27 ms    27 ms    27 ms  85.205.0.93

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.

We have a Vigor 3200 firewall router, with 4 WAN Vigor 120 modems running off it.  So we aren't able to plug the Sure Signal directly into the router.  We hvae addred a DHCP reservation using the mac address.  Then on the firewall, we have added the IP address to the load balancing so that we can determine which WAN we want it to use.  Then under NAT, we have opened up the ports that we were asked to, against the IP address and WAN mentioned above.

I took it home last night to test it and it worked first time, so I have established there is nothing wrong with the Sure Signal itself.

[Jenny]

Hi everyone,

@sidpr – The location move had been detected which was causing a problem so I’ve updated this now.

Everything should update in the next 24 hours but if you see no change after 24 hours, reset your Sure Signal and this should be back up and running.

@dws199 – Everything looks fine from our end.

Now that you’ve turned off Smart Setup, please reset your Sure Signal and let us know if this resolves it.

@danielworf – If it’s worked at another location, this will be something to do with the connection/setup rather than the Sure Signal itself.

We’re limited as to what support we can provide with more complex setups, but you can see a full list of checks in the Steady power light only post.

Thanks,

Jenny

[crobinuk]

Hi Jenny, would be very grateful if you or a colleague could respond to my post about VSS on BT Infinity? Have posted all the info you need.

Thanks, Chris

[crobinuk]

Just following up on my post asking for help - have solved the problem now. Despite was BT / Vodafone say, there is a definitive compatibility issue between BT Business Hub v5 on BT Infinity and Vodafone SureSignal. Earlier versions of Business Hub *may* work, but v5 (latest model, given to all new customers) will not allow VSS to phone home and register a connection.

[arukDave]

Hi danielworf

You need to make sure that the VSS has free access to these public IP address ranges:-

There are three address ranges used:-

212.183.133.177 to 212.183.133.179       (three addresses...)

212.183.133.181 to 212.183.133.182       (two addresses...)

212.183.131.128 to 212.183.131.191       (64 addresses.)

(FYI  212.183.133.182 responds to a "Ping", the others dont.)

Also, let those external address ranges also have free access into you LAN, but only routing to the VSS, nothing else.   (You could put the VSS on a VLAN of it's own I guess, if you've not used up all the Vigor's VLAN resources.)

Let all protocols pass, and in particular, set the router's MTU to 1500 for the path between the VSS and the above address ranges, also enable "Allow fragmented packets", as there could be something upstream out of your control that is splitting them.

Known ports used are:-

50      TCP & UDP Remote Mail Checking Protocol

53      TCP & UDP Domain Name System DNS

67      UDP Bootstrap Protocol BOOTP Server

          (also used by Dynamic Host Configuration Protocol DHCP RX)

68      UDP Bootstrap Protocol BOOTP Client

          (also used by Dynamic Host Configuration Protocol DHCP TX)

123     UDP Network Time Protocol NTP -used for time synchronization

          (Vodafone say do this, however on some routers, this could break

          any other PC or devices ability to synchronise to internet time!

          The VSS does'nt **Need** this port formaly forwarded to it,

          as it only ever makes outgoing requests, the router will do the right thing

          as a result.)

500     UDP Internet Security Association and Key Management Protocol ISAKMP

          (This can break any other Microsoft VPN, you may have for outworkers

          to access an office server!)

1723   TCP & UDP Microsoft Point-to-Point Tunnelling Protocol PPTP

          (This can break any other Microsoft VPN, you may have for outworkers

          to access an office server!)

4500   UDP IPSec NAT Traversal

          (This can break any other Microsoft VPN, you may have for outworkers

          to access an office server!)

33434 to 33445       UDP Traceroute for IP location check and bandwidth estimation

That's the basic recipie we used with our Vigor router on BT's Infinity, using it's own internal VDSL modem, and our VSSv3 has been working fine for weeks now.   Even withstanding our IT types recent meddling with the LAN.

Hope something helps.

Dave B

(Not part of Vodafone.)

[jhopkins]

Dave  It's obvious  you're  not part of Vodafone...you radiate an air  of  knowing what you're  talking about    !!!

[arukDave]

Thanks jhopkins.

Much appreciated.

However, if anyone else finds better information, I'll be among the first to acknowlege that.

Regards.

Dave B.

(Non Vodafone)

[sidpr]

Hi Dave

How do you allow free access of the public IP addresses? Is this in the router configuration. I have a Belkin router.

Thanks

Sid

[arukDave]

Hi sidpr

The router needs to be able to have firewall rules defined, that can be based on IP addresses, not just port numbers.   Then you can route only vodafone traffic to/from the VSS, irrespective of the exact protocol's used.

Sadly, many consumer (and BT routers) are unable to do that. 

If you say what exact model of Belkin router you have, I'll see if I can find an online copy of it's user manual and take a look at what it might be able to do.

Oddly, its often the older kit that is more capable/flexible than the realy new stuff, unless you pay £100's for them, like the Draytek boxes.

Known critical factors for all routers, are they idealy need to have a MTU setting of 1500, and if that can't be set, some facility for them to allow "Fragmented Packets" to pass into your LAN from outside.   Even if it can do that, they often have that turned off by default, as it is unusual.

The reason:  The VSS's run a version of Linux internally, as far as anyone can tell/find out.  That defaults to 1500, and -Needs- packet sizes of 1500 bytes.    (In the Windows world, someone defaulted the MTU, or Maximum Transmission Unit size to 1400something, hence the confusion.)

Any device (router/gateway etc) upstream of you, that doesnt allow packets of 1500bytes, can split (fragment) such packets, so one becomes two (or more.)   If such fragments are -not- allowed through, the sure signal just sits there as it cant see the data it's expecting.

Usually, if a device does not get what it is expecting, it will make another request, and/or start re-negotiating with the server, what the maximum packet size is, that it can use.   Sadly, these things dont/cant do that.

Regards.

Dave B

(Still not part of Vodafone.)

[sidpr]

Hi Dave

Thanks for your reply, thats very helpful. The model number is F7D3302 v1.

The strange thing is I have had a version 1 sure signal working for years then a version 3 sure signal working for about three months. I cant see that anything had changed in my router configuration.

Thes sure signal boxes seem to be very hit and miss!

Kind regards

Sid