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

[grolschuk]

Hi rsktechltd

The ability to add users will come once the suresignal has managed to sync with the network and download its config files.

Untill you can get it talking, adding users will not work.

In the router, do you have the ability to assign a static/reserved address for the device?

Can you then add that IP to the DMZ

And if there is a VPN Passthrough for L2TP enable it.

Once they are all enabled, while powered on press and hold the reset button for 10 seconds... Keep holding reset and remove the power for 10 seconds, then plug back in while still holding reset for another 10 seconds, and let go.

This should kick the initial sync back into action, and see if you get any joy.

[rsktechltd]

HI grolschuk,

Thank you for helping. Much appreciated.

OK. The issue about adding users I will leave for later till after I (hopefully) get the SureSignal to work.

With regards to the other issue it is unfortunately not possible for me to assign a static public IP address (at least not right away). I will see what I can do about pass-through for L2TP.

The reason why you suggest this, is that because specifically the device relies on creating a L2TP based VPN connection to Vodafone? If yes, then probably that is my issue, and at least I would know exactly how to start tackling it. Please confirm.

Again, thank you for your help. Much appreciated.

[grolschuk]

No problem

It's not a static public IP, it's a reserved internal IP from the DHCP server (router) so that it gets the same address every time it requests one... Some routers allow this, so do not, but it will help with the DMZ settings, and and port forwarding if you need to do it... Otherwise one day the suresignal may have 192.168.1.5 and the next day it may be issued to your laptop.

The suresignal creates a VPN tunnel back to vodafone so that it is a secure private tunnel for your phone calls to travel along, and not just the big bad internet.

So yes, if PPTP and L2TP pass through is an option that would be a good start to open up.

If that is not an option, and the DMZ does not change much, then there is a list of ports that you can open to try and allow the traffic a bit more freedom. (again needing a constant IP assigned to the device)

[rsktechltd]

Oh OK, so *EITHER* PPTP or L2TP?

Do you know if there is some documentation for the device? My box only came with a Quick Start guide.

It makes sense to use a VPN connection, but certainly also potentially create a lot of trouble for a lot of routers.

[grolschuk]

Am almost certain from memory that it is L2TP (but they share a lot of common ports, which is why I suggested both :)) If both make it work then you can turn one off to narrow down exactly which is needed if you are not happy keeping both enabled.

There is a PDF link with some less-basic info on it in a reply to a couple of threads... Originally from the tech staff, and re-posted by me for someone else a few days ago.

[Ben_H]

Hi folks,

grolschuk - Many thanks for your sterling work while we were on our way!

rsktechltd - You mention our technical support agent on the phone did a resynchronisation. Did they advise you to reset the unit after they'd done this and that it would take up to an hour following to come back online? The resynchronisation will only complete once that's been done.

JMCass - Glad to hear you've managed to get this sorted with the help provided by the community.

Cheers, Ben

[Everitt1984]

Hi Ben,

Any chance you can have a look at post 470.

Cheers

[Retired-Kay]

Hi Everitt1984, 

Please accept our apologies this was missed. 

As it hasn't updated for quite a while I'm going to force a resync, you will need to do a reset to make sure this completes;

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

Let us know how you get on. 

Kay

[Anonymous]

Hello,

My new Sure Signal arrived this morning and I have been trying to get it to work ever since!  I have a Windows PC network with a LinkSys BEFSX41 router.  DHCP is supplied by a Windows Server 2008 DC.  I have set that to give the Sure Signal a static IP address on my network and set up port forwarding to this address on ports 8,50,123,500,1723 and 4500.  (Do I really need all those ports? - the router only allows 10 which is going to restrict my own network services).

When I connect the device initially the power light is solid red and the Internet light slowly flashes white.  After about 20s the power light starts to flash, the internet light goes out and the other two lights display orange.

Here are the results of my tests:

Speed Test Results: Download 10.27mbps Upload 1.14mbps
Ping Test Results: Ping 21ms Jitter 5ms
External IP: 77.96.60.252
Sure Signal Serial: 40132328127

Traceroute Output:

  1    <1 ms    <1 ms    <1 ms  blueyonder.num11.net [192.168.1.1]
  2     8 ms     9 ms     7 ms  10.10.128.1
  3     8 ms     7 ms     7 ms  aztw-core-2b-ae6-706.network.virginmedia.net [213.106.140.50]
  4    11 ms    11 ms    10 ms  brhm-bb-1c-ae13-0.network.virginmedia.net [80.1.240.177]
  5     *        *        *     Request timed out.
  6    16 ms    15 ms    26 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    15 ms    15 ms    19 ms  85.205.116.14
  8-30  *        *        *     Request timed out.

Any help would be greatly appreciated.

Cheers,
John

[Anonymous]

Adding to my request for help above, I have got it working by putting the device IP address into the DMZ on the router. It looks as if I have missed forwarding a port but I don't know what that might be. Anyway, it works, but is it safe to leave the Sure Signal fully exposed to the Internet?