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10-01-2013 03:46 PM - last edited on 14-07-2014 05:29 PM by Jenny
This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:
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:
Traceroute command:
On a PC:
On a Mac:
This will help us get the quickest possible resolution for you.
Thanks
LeeH
26-08-2013 02:02 PM
Hi,
Just got VSS 3 and I have the above symptoms. I have conducted the tests as per your trouble shooting guide and the results are as follows:
Speed Test:
Download 53.76Mb/s
Upload 3.04Mb/s
Ping 34ms
Ping Test:
Ping 33ms
Jitter 2ms
External IP Address:
82.8.51.253
Sure Signal Ser No:
40132216124
Traceroute Results:
Matthew-Galways-MacBook:~ matthewgalway$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 * * *
2 * * *
3 belf-core-1a-ae2-2471.network.virginmedia.net (213.105.207.89) 427.413 ms 1125.458 ms 1024.650 ms
4 leed-bb-1b-ae1-0.network.virginmedia.net (212.43.163.201) 716.511 ms 16.921 ms 18.142 ms
5 nrth-bb-1b-et-410-0.network.virginmedia.net (62.253.175.50) 20.848 ms *
nrth-bb-1b-et-400-0.network.virginmedia.net (62.253.175.46) 23.249 ms
6 tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18) 23.065 ms 22.515 ms 22.430 ms
7 ldngw1.arcor-ip.net (195.66.224.209) 26.151 ms 31.581 ms 24.103 ms
8 85.205.116.14 (85.205.116.14) 25.049 ms 24.505 ms 23.292 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
32 * * *
33 * * *
34 * * *
35 * * *
36 * * *
37 * * *
38 * * *
39 * * *
40 * * *
41 * * *
42 *
*
*
43 * * *
44 * * *
45 * * *
46 * * *
47 * * *
48 * * *
49 * * *
50 * * *
51 * * *
52 * * *
53 * * *
54 * * *
55 * * *
56 * * *
57 * * *
58 * * *
59 * * *
60 * * *
61 * * *
62 * * *
63 * * *
64 * * *
Matthew-Galways-MacBook:~ matthewgalway$
Matthew-Galways-MacBook:~ matthewgalway$
Matthew-Galways-MacBook:~ matthewgalway$
Matthew-Galways-MacBook:~ matthewgalway$
Hope you can help me.
Many Thanks
Matt Galway
27-08-2013 10:52 AM
Hi
Just a prenote to those on this forum. Ihave just spent 3/4 hour writing a whole tech request on this site on the Rich Test page. I then pressed 'Preview' to presumeably preview the message on the site, and the whole message just vanished. So I have got to write the whole thing all over again!! Strongly suggest that you highlight and 'copy' regularly so that at least you have a copy to repaste unlike myself!
So back to square 1. I have a standard ISP - Plusnet part of BT and a stable and reasonable speed for W Wales. My router is a TP-Link standard and very relaible. All wi-fi, ethernet, router ports etc work fine, and I have no problems - except with the VSS which has never worked. How can 21c consumer product be so impossible to set up when everything else is now plug and play!!
When I phoned VSS tech help I was told that certain router ports had to be open (whatever that means!), and they couldn't help at all, and my ISP had to! What my ISP has to do with my router I don't know - and while Plusnet knew of VSS problems they don't support this and recommeded PFConfig. I used this, and PFChecker confirmed that while it seemed to open all ports for TCP two, 500 and 4500, were blocked as being used by another application. Of course VSS tech help had no idea what to do about this, and suggested I call TP-Link. Several calls to China later they are seeing if they can help!
Frankly I am sitting here wondering as a consumer what I am doing getting into the bowels of computer comms which I don't understand at all, while VSS tech help has no idea at all what to do to get their product to work!!!! Anyone got any ideas?
Many Thanks
John
Speed Test: Ping 41 ms; Upload 3.38 MB/s; Download 0.38 MBs
Ping Test: Ping 41 ms; Jitter 1 ms; B+
IP Address: 87.115.108.131
VSS Serial: 40132316312
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 3 ms 4 ms 3 ms 192.168.1.1
2 41 ms 46 ms 41 ms lo0-central10.ptw-ag04.plus.net [195.166.128.194]
3 51 ms 53 ms 62 ms link-a-central10.ptw-gw01.plus.net [212.159.2.156]
4 61 ms 75 ms 50 ms 252.core.access.plus.net [212.159.0.252]
5 53 ms 54 ms 51 ms ldngw1.arcor-ip.net [195.66.224.209]
6 53 ms 52 ms 51 ms 85.205.116.14
7 * * * Request timed out ... and so on to .
30 * * * Request timed out.
Trace complete.
27-08-2013 11:04 AM
Back online again.
27-08-2013 01:50 PM
Hi surreyred,
Yes, my VSS has sprung back to life again later this morning. That's some coincidence and clearly says to me that all this guff about router settings and all the rest, whilst perhaps relevant for some ISPs, is more likely just a smokescreen for the incompatibility issues between the VSS and the VirginMedia network/routers.
This is only made more apparent by the fact that my device configured itself and worked perfectly well for about 7 days when i first got it and I hadn't been anywhere near any settings!
I've got a service ticket logged with the "engineers" at Vodafone, a very helpful 2nd line support chap sorted that out for me. Hopefully they will come back with some sort of explanation for the intermittant service, one that Voda certainly owe to their many frustrated customers!
MozzaT
27-08-2013 11:27 AM
Hi John,
I'm also in W Wales & have had no end of problems getting a VSS to work satisfactorily. The thrust of Vodafone's tech support seems to be to prove their box isn't the problem rather than help you to find a solution; very frustrating.
Assuming you've got your upload & download speeds reversed (Vodafone say a download speed of at least 1Mbps is needed), it's most likely that a setting in your router will prove to be the culprit. Are you familiar with the concept of a VPN (Virtual Private Network)? Vodafone use the technique to communicate securely between the VSS & their servers. There are several different potential protocols which can be used & there will be a setting in your router labelled something like VPN Passthrough. Enable everything & try that - it worked for us. I note you've got a TP-Link router; if what I say doesn't make sense, they've got excellent set-up emulators on their web site to help you fathom what to do.
Good luck. By the way, did you know that if your download speed is < 2Mbps you may be eligible for a grant to get your broadband signal by radio? That's what we did & it's given us a huge speed boost. Details are on the Assembly web site or look at www walesbroadband.com
Cheers,
Steve
27-08-2013 12:00 PM
Hi Steve
Many thanks your kind help! I am no expert on VPN or anything much else in comms, but I am learning, and this is the first daylight I think! I will check TP-LInks website, and have seen several TP articles which have been helpful. I will email my good friend Emily at TP-Link in China again to explore further! perhaps VSS should employ you as a consultant their standard reply seems to be 'It's nothing to do with us'!
Many thanks
John
27-08-2013 12:34 PM
Hi Steve
Following your advice I went to the Tp-Link site and found the FAQ's for my model (TD-W8960N). This what I found.
How to Setup IPSec Tunnel (VPN) on TD-W8960N/TD-W8950ND
Suitable for: TD-W8950ND, TD-W8960N
This article illustrates a configuration instance for building an IPSec VPN tunnel between two units of TD-W8960N/TD-W8950ND.
27-08-2013 01:48 PM
Hi John,
I've had a look at the TP-Link web site, which doesn't have an emulator for model TD-W8960, but there is one for the TD-W8968. That shows that if you log on to your router, click on Network then ALG settings, the page that opens contains the VPN settings. I think IPSec is the one you want, but enabling them all won't do any harm. Save the changes, reboot the router, reset the VSS & see if anything different happens.
You don't have the option of using the same router as us, because it is incompatible with your set up. Ours uses an ethernet connection, yours is ADSL.
Cheers,
Steve
27-08-2013 01:48 PM
Hi John,
The answer you have there looks to be answering a different question, about how to make your router terminate the VPN so you could connect 2 routers in 2 offices together.
Does your router interface have a section Network -> ALG, with various Pass-Through options?
27-08-2013 11:45 AM
Hi Again
I am such an expert that I got the upload and download wrong way round on my post, so appologies!
However the saga continues, and somehow on the internet I found some more info on the UDP ports 500 and 4500 which seemed to be blocked on my router. It says:-
In order for IPsec to work through a NAT, the following protocols need to be allowed through the NAT interface(s), e.g. the LAN router:
in case of NAT-T:
Often this is accomplished on home routers by enabling "IPsec Passthrough".
Does this mean anything to anyone? Is this relevant to VSS working? I have in fact found a section on my router management system (we are old friends now!) to do with IPsec so I will email China again to see if I can enable passthrough!
And all I wanted was a mobile signal!
John