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Jenny
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:
- Click on Start and select Run
- Type CMD into the Run box and press enter/click ok
- A black box will appear
- In this box type tracert 212.183.133.177 press Enter
- Paste the output of this command into your reply
On a Mac:
- Open Terminal (Applications, Utilities)
- Type 'traceroute 212.183.133.177'
- Press Enter
This will help us get the quickest possible resolution for you.
Thanks
LeeH
Hi everyone,
@Chr12 – The details you’ve given are all ok.
What’s happening and can you also let us know your Sure Signal serial number?
@SRM – If possible, please test it at a friend or family members address.
@Gogar – Please double check the Sure Signal serial number you’ve provided (it’s showing as invalid).
@jhopkins – I’ve replied to your other post here.
Thanks,
Gemma
So far everything you've posted looks fine.
So we can rule out a fault with the Sure Signal, please connect it using a different Ethernet cable and at another location such as a friend or family members (preferably with a different internet service proder).
The latest light sequence is the Sure Signal initialising. This usually takes around six hours and then you'll be up and running.
If you're not, please provide the Sure Signal serial number again as the one above is not recognised.
Thanks for letting us know you're up and running.
The IP address is not showing in our whitelist so I've requested that the range is added and this takes around 48 hours.
After this time has passed, reset the Sure Signal and let us know how you get on.
If it works at home then there's something that's conflicting with the Sure Signal in the setup at work.
Please 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
I can see it's registered successfully, so once the above steps have been followed please perform a reset:
Press and hold the reset button for 10 seconds to factory reset the device. This is will trigger the software reload and profile sync to the Femto.
DaveCD
OK Gogar.
From the public IP you quote, you appear to be using a BT fixed IP ADSL line.
If you have the infamous BT "Business Hub" on that site, sadly, forget it! As it can't be configured correctly to pass what's needed, though I think someone on here managed it with an earlier version...
Try a more capable router, one that can have multiple rules set that relate to external IP addresses, not just protocols and ports.
The only thing you'll need, is your BT ADSL account/login details to get any alternative router to connect to BT's servers.
The main thing, is needs it's MTU value set to 1500, and/or the Firewall be able to pass "Fragmented Packets", that many of the BT supplied units cannot do.
Others on this list, have found that other routers, with just that feature enabled allow the Sure Signals to work regardless of any MTU setting.
Don't bother trying to poke arround the Sure Signal itself, there is no available or accessable user interface portal, nor something to ssh into (they run an embedded Linux of some sort.) I too tried all that! 
They also do not work correctly, if there is a "Hub" between it and your router/gateway, as for whatever reason, the DHCP thing fails. A propper network "Switch" is fine however. (We use one such.)
I personally had our SSv3 running at home for a few weeks, on a Demon ADSL line, with no issues at all. I have a Netgear DG1000 series "consumer grade" router there, I also found that my router did not need any special firewall rules, other than "not to block" any of the needed protocols or ports. Incoming or Outgoing. The only thing I did need to do, was get the SS assigned a stattic IP address on my LAN.
However, I did find, that when it does start to work, it can take several hours for the thing to do updates, restarting several times, before it settles down to it's usable state.
So long as the Red light is not flashing, and the Internet light is slowley fading up/down, LEAVE IT ALONE! It will probably do what's needed and sort itself out.
Whatever you do, do not press that reset button, else it seems to need to do all the updates and restards again.
Once it's configured itself and has been working, any power interuption, and it'll re-sync within a few minutes at most.
We only got the same SS to work here, after ditching the BT supplied router, replacing it with a Draytek Vigor series device (overkill, but nice) that also bypassed the VDSL modem (we have the infinity service) as our Vigor has a built in VDSL modem.
With a little help from an IT type who knew his way arround the Draytek's config pages better than I did, it then all sprang into life, and has been working fine ever since.
But again, the critical setting was "Allow Fragmented Packets", and setting the routers MTU value as high as it would go. (Idealy 1500)
The sure signals can work on a BT line, but in general, not with BT supplied hardware!..
Hope something helped.
Regards.
Dave B
(Vodafone, part of, Not.)
