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-Andy]

Hi ruchilodha,

I’ve checked for you and the IP request we made is still being processed so your Sure Signal won’t be working at this stage.

I’m sorry for any confusion this has caused but as soon as we hear anything back, I’ll update the thread.

Thanks,

Andrew

[timhuetson]

Hi

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

Speed Test:

Download. 14.08Mb/s

Upload 0.95Mb/s

Ping 39ms

Ping Test:

Ping 33ms

Jitter 2ms

External IP Address:

90.204.225.245

Sure Signal Ser No:

40131562809

Traceroute Results:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter.home (192.168.0.1) 3.473 ms 1.302 ms 1.938 ms
2 bm0.mymar-dhcp.isp.sky.com (90.204.225.254) 25.610 ms 26.769 ms 25.321 ms
3 10.245.192.113 (10.245.192.113) 23.770 ms 26.983 ms 22.318 ms
4 ip-84-38-37-94.easynet.co.uk (84.38.37.94) 35.676 ms 36.336 ms 31.987 ms
5 195.50.122.113 (195.50.122.113) 30.312 ms 32.517 ms 29.745 ms
6 195.50.122.66 (195.50.122.66) 51.734 ms 48.614 ms 47.504 ms
7 85.205.116.14 (85.205.116.14) 47.399 ms 47.825 ms 49.289 ms
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I look forward to your response.

Best Regards,

Tim.

[Jenny]

Hi everyone,

IanDaviesGMGB, thanks for getting back to us.

I’ve taken a look at this and your Sure Signal last connected yesterday at 18:28.

As this is working ok on another connection, we will need to look further at your connection.

Have you moved this back to your home now? Is this working ok?

We can’t provide instructions on opening the firewall as this varies depending on your individual set up.

Jknotten, your Sure Signal hasn’t yet connected. Please try the following:

Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

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 will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings:

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

-Change the value of the MTU size to 1500 if this is allowed by your router

-Log out of the router, this will usually result in a reboot.

-Perform hard rest of the VSS unit by

-Hold in the reset button until all the lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all of the lights to come on then release the reset button

-The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

Post your Router details.

If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.

timhuetson, everything looks fine and your Sure Signal last connected last night.

Please can you get back to me with your external IP address?

Thanks,

Jenny 

[IanDaviesGMGB]

no,

but you can tell me what EXACTLY is required. I have worked from a PDF that was online and opened all the ports suggested in that document, I have also added extra IP addresses hat we spotted being blocked by the firewall and yet still we cannot connect from within the business.

This is a corporate account and the only assistance I can get si hrough a public eforum - is there no better way of dealing with this?

Is there any way I can connect to the Sure Signal remotely and interrogate this to see what is happening and what is not?

[pludlo]

VSS oscillates between the above sequence and power steady with internet searching - this has been going on for days.

Details requested are :-

Download speed - 13.78

Upload speed - 5.03

Ping - 35ms

Sitter - 13ms

IP address 109.205.152.196

Serial no. VSS - 40131562015

The test results are :-

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Paul>tracert 212.183.133.177

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

  1     4 ms     2 ms     1 ms  192.168.123.1
  2     6 ms     4 ms     3 ms  172.16.12.1
  3     5 ms     4 ms     4 ms  172.16.2.1
  4     6 ms     6 ms     7 ms  172.16.4.1
  5    11 ms    11 ms    24 ms  10.16.109.1
  6    18 ms    26 ms   337 ms  217.171.108.131
  7    16 ms    26 ms    16 ms  217.171.108.6
  8    23 ms    21 ms    21 ms  109.71.168.1
  9    30 ms    17 ms    18 ms  ge-5-2-3.edge3.London2.Level3.net [212.187.201.7
7]
 10    18 ms    19 ms     *     ae-0-11.edge4.London2.Level3.net [4.69.200.126]

 11    70 ms    24 ms    36 ms  ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
 12    40 ms    31 ms    36 ms  ae-58-113.csw1.London1.Level3.net [4.69.153.122]

 13    19 ms    56 ms    47 ms  4.69.166.13
 14    52 ms    31 ms    33 ms  195.50.122.66
 15    33 ms    17 ms    19 ms  85.205.116.2
 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\Paul>

Please please help - the will to live is evaporating

[pludlo]

HI

Update  - lights have now switched to ;-

power - flashing, internet - orange, service - off, in use - orange.

cant help wondering why vodaphone are marketing products that dont work - but would be grateful fo r any help in proving this wrong - oh forgot to say that did work  for about 12 hours - like many other posters.

best regards in hope

pludlo

[listerprimary]

Could you help please.

Speed Test:
Download 5.57Mb/s
Upload 7.83Mb/s
Ping 57ms

Ping Test:
Ping 42ms
Jitter 19ms

External IP Address:
91.195.182.215

Sure Signal Ser No:
40131007045

Traceroute Results:

C:\Users\Luke>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 <1 ms <1 ms sw-2002.lister.local [10.14.63.254]
2 6 ms 1 ms 4 ms 192.168.21.220
3 1 ms 1 ms <1 ms 172.16.0.253
4 * * * Request timed out.
5 * * * Request timed out.
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.

Thanks

[Ben_H]

Hi folks,

pludlo - Can you confirm for me your internet service provider and the type of modem you're using? I can see your unit synchronised at 10:40 last night so is this still an issue?

listerprimary - Although you registered your unit some months ago, it's never made contact with the database. As such your profiles haven't downloaded to start the Sure Signal up. This usually happens if a firewall is preventing the download. Are you able to lower the firewall to get the settings sent for me? 

Cheers, Ben

[Tim_]

Hi, having the same issue with a VSS v3 I'm trying to get setup for a client of mine. Test results are;

Speed Test:

Download 7.97Mb/s

Upload 0.70Mb/s

Ping 10ms

Ping Test:

Ping 36ms

Jitter 2ms

External IP Address:

86.135.186.208

Sure Signal Ser No:

40131558971

Traceroute Results:

Last login: Tue Jan  8 16:26:19 on console
unknown-c8:bc:c8:c1:ae:4a:~ michaelfreund$
traceroute 212.183.133.177Last login: Fri May 10 19:29:47 on console
unknown-c8:bc:c8:c1:ae:4a:~ michaelfreund$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  bthomehub (192.168.208.1)  2.216 ms  1.919 ms  1.555 ms
 2  217.32.146.165 (217.32.146.165)  6.785 ms  8.272 ms  8.658 ms
 3  217.32.146.206 (217.32.146.206)  7.039 ms  6.845 ms  7.100 ms
 4  213.120.177.90 (213.120.177.90)  8.138 ms  10.291 ms  7.843 ms
 5  217.41.168.249 (217.41.168.249)  8.617 ms  8.088 ms  9.013 ms
 6  217.41.168.109 (217.41.168.109)  7.488 ms  7.467 ms  7.579 ms
 7  acc2-10gige-0-0-0-4.l-far.21cn-ipp.bt.net (109.159.249.194)  8.529 ms
    109.159.249.250 (109.159.249.250)  8.358 ms
    acc2-10gige-0-0-0-4.l-far.21cn-ipp.bt.net (109.159.249.194)  9.013 ms
 8  core1-te0-7-0-14.faraday.ukcore.bt.net (109.159.249.163)  8.754 ms
    core1-te0-0-0-17.faraday.ukcore.bt.net (109.159.249.133)  16.858 ms
    core1-te0-0-0-16.faraday.ukcore.bt.net (109.159.249.129)  16.679 ms
 9  peer1-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.175)  8.179 ms  8.278 ms
    peer1-xe8-1-0.telehouse.ukcore.bt.net (109.159.254.181)  7.662 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  12.216 ms  8.633 ms  11.154 ms
11  85.205.116.14 (85.205.116.14)  10.443 ms  9.849 ms  9.810 ms
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unknown-c8:bc:c8:c1:ae:4a:~ michaelfreund$

Any ideas what the problem is?

Best, Tim

[pludlo]

Hi Ben

The modem is Power Carrier Active and the internet provider is Kijoma (Broadband Solutions). Yes happily everything has started working - I assume this has just happened. Thanks for looking at it and please let me know if you have any information that might help for the future.

Cheers

Pludlo