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

[surreyred]

Thanks Ben, Have reset again using the instructions posted by James on 22nd (I think these are a bit different than those previously posted).

For version 3:

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

-Press and hold the button for approximately 30 seconds.

-remove the Ethernet cable

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

-Place the Ethernet cable back in

It is initiallising again - will see if it comes back online this afternoon & let you know.

[PultersFarm]

Hi Ben

Thanks!

I got the down speed and up speed the wrong way round in my post - apologies.

The results should have read:

Down = 2.0 Mbps

Up 0.37 Mbps

Similar results this morning.

Are these speeds quick enough?

Thanks

Ian

[surreyred]

Back online now.

Thanks.

[cevasfit]

Hi Dave,

We've done some further investigation and believe the issue is down to the IP. We've spoken to the Internet Service Provider Metronet (UK) Limited who's in the UK and they tell us that the IP range did belong to a US ISP but the range has now been reassigned to them but the location details have not yet been updated, the other details are correct (see attached). With this in mind we would appreciate it the following IPs 154.47.80.4 and 154.47.80.70 could be whitelisted as our company has invested in a number of Sure Signals to overcome issues with service in the past at a major event in the UK that we are currently involved with. We are a global client and rely heavily on Vodafone for our mobiles and RDTs.

Thanks

Asif Ahmed

[Retired-Dave]

Hi guys,

surreyred - Great news! :smileyhappy:

--------------------------------

PultersFarm - That makes more sense! They're over the minimums so that should be OK.

That said, the IP address is not on the whitelist, so I've requested it to be added for you.

--------------------------------

galway85 - Looking at the traceroute, Steps 3 and 4 are going well over 200ms. If the Sure Signal doesn't get a reaponse in that time it can time out and drop the connection.

You'd need to speak to your Internet Service Provider so they can check what's causing the lag.

--------------------------------

cevasfit - We can't the the IPs whitelisrted until they show up as UK IPs. If you can get the ISP to let you know as soon as this happens and drop us a line we'll be able to get it sorted for you.

Dave

[cevasfit]

Hi Dave,

Can you provide contact details of someone i can escatle this to in Vodafone please.

Thanks

Asif Ahmed

[PultersFarm]

Hi Tech Team

Thanks for requesting our IP address be put on the white list (7:54pm on 26/8). Our unit is still showing the same symptoms - should the white list have been updated by now? I'm assuming recycling the power should be all that's necessary once the white list has been updated.

Thanks

Ian at PF

[norwichlee]

Hi Tech guys!,

When you say ports 500 and 4500 opened for forwarding...do you mean inbound NAT or just opened outbound?

Thanks!

[galway85]

Thanks Dave,

I contacted virginmedia today and they couldn't work out the issue with the lag.

They did another traceroute which came up as follows:

Matthew-Galways-MacBook:~ matthewgalway$ traceroute www.virginmedia.com
traceroute to www.virginmedia.com (212.250.162.12), 64 hops max, 52 byte packets
1 * * *
2 * * *
3 belf-core-1a-ae2-2471.network.virginmedia.net (213.105.207.89) 10.024 ms 9.285 ms 10.058 ms
4 leed-bb-1b-ae1-0.network.virginmedia.net (212.43.163.201) 18.454 ms 17.376 ms 17.634 ms
5 manc-bb-1c-et-710-0.network.virginmedia.net (62.253.175.25) 17.087 ms 15.987 ms 15.826 ms
6 manc-bb-1b-ae6-0.network.virginmedia.net (213.105.159.89) 16.057 ms 16.390 ms 20.388 ms
7 winn-bb-1a-as3-0.network.virginmedia.net (212.43.163.190) 25.015 ms 21.817 ms 24.142 ms
8 winn-dcore-1a-tenge100.network.virginmedia.net (212.43.163.134) 21.781 ms 21.015 ms 24.382 ms
9 * * *
10 * * *

They stated that because step 1 and 2 had "jumped" that this may be the issue. Unfortunately they could not fix the problem.

Any other ideas?

Thanks,

Matthew

[Retired-Kay]

Hi galway85, 

This is an issue with your Internet service provider. The traceroute needs to end with 85.205.116.2 which is our server address and it's not getting to this point. 

What lights are showing? Can you also try it at a friend or family members house so we can rule out a fault with the Sure Signal itself? 

mcollins160 - Your traceroute is fine and your IP address is on our whitelist. I've done a resync for you, please reset the Sure Signal to complete the process;

-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.

Thanks, 

Kay