Sure Signal v3 Won't connect- Getting authentication error

[M_Gibbons]

Hi,

We have recently purchased a SureSignal v3 and are trying to get it up and running.

We are getting two solid orange lights on the right and the red light is flashing.

We've tried factory resetting it, and all of the other troubleshooting tips.

Any help would be greatly appreciated!

Thanks

[BandOfBrothers]

Hey @M_Gibbons

Was the SS purchased brand new from Vodafone or from a seller on an auction site etc ? 

Has the original owner definatley de registered it. 

I also ask because if it's a used unit then if it's been dormant for 3 months + it can have a bar applied by Vodafone that they'll only remove for the owner. 

If it's been dormant for 1 year then it'll never work on the Vodafone UK Network again. 

Please take a look in the following troubleshooting Vodafone Sure Signal thread paying attention to the Issue Not Listed option which shows how to run a TraceRoute. 

Paste it back here. 

Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting.

If all else fails either the Team here or customer service can resync the SS. 

[M_Gibbons]

Hi,

Thanks for the response!

It's been in use recently, we've moved it to another Internet Provider which may be the problem?

See below for the trace:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms <1 ms 192.168.1.1
2 23 ms 28 ms 29 ms 5.28.48.1
3 22 ms 22 ms 22 ms 128.65.96.40
4 22 ms 22 ms 22 ms 128.65.96.43
5 23 ms 23 ms 23 ms 149.14.36.101
6 23 ms 35 ms 23 ms 154.54.59.9
7 29 ms * 28 ms 154.54.39.125
8 29 ms 29 ms 29 ms 154.54.58.186
9 34 ms 34 ms 34 ms 195.2.22.21
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.

Not sure if the above is correct or not?

Thanks,

[AnnS]

Hi @M_Gibbons

Unless you have already deresigetered the device from your account, try deregistering, leave it 24 hours and reregister.

Hopefully this will work and enable you to use your new internet provider.

[M_Gibbons]

Hi AnnS,

I'll give that a go and let you know the results.

Thanks for the assistance.

[TJ]

From the light sequence you've described @M_Gibbons, we'd advise you to contact your internet service provider (ISP).

As you mentioned previously you've recently moved, this is most likely the cause of the trouble you're having.

If you have a static IP address, you should contact your ISP and advise that you're trying to set up a VPN tunnel and that the IPsec is being blocked on an internal firewalled server within their network. 
If you have a dynamic IP address, contact your ISP and advise that you're trying to setup a VPN tunnel and that the IPsec packet is being fragmented in transit.

It all sounds very complicated, but they'll know what you're after 😊

Keep us updated and don't hesitate to pop back to us if you're still experiencing any problems, we'll be more than happy to investigate further.

[M_Gibbons]

Hi TJ,

I've comfirmed with my ISP that they aren't blocking any IPSEC traffic, and I have a static IP.

They mentioned possibly my IP isn't on an allowed list?

Thanks,

[M_Gibbons]

Hi,

I've de-registered the Sure Signal waited 24 hours and then plugged it back in but it's still not working.

Like I said, I have a static IP and my ISP has confirmed they aren't blocking anything.

Is there anything else I can try, or is there any fault finding Vodafone could possibly do?  I'm getting desperate to get this up and running.

Thanks.

[Gemma]

@M_Gibbons - Thanks for going through the tests!  We want to help and get the Sure Signal working. 

So that we can check a few more things from our side, please let us know the below:

• What light sequence you’re seeing (if this has changed from your original post)
• Your speed test results from here
• Your IP address from here
• Your Sure Signal serial number

[M_Gibbons]

Hi,

Thanks for getting back to me.

My www.speedtest.net comes back as:

MS: 25

Download: 12.95 MBPS

Upload: 2.05 MBPS

My IP address is:

185.91.21.146

I have a IMEI number, I think this is the serial number?

42173700917

Thanks again

[M_Gibbons]

Sorry- the light sequence is the same so:

Red flashing on the left and two solid orange on the right

Thanks

[Gemma]

@M_Gibbons - Thanks again for those details!

The IP address 185.91.21.146 isn’t on our whitelist. I’ve requested it to be updated.

As soon as we hear back from the Specialist team, we’ll post back here. ☺️

[M_Gibbons]

Hi Gemma,

Have the Whitelist changes been completed yet?

Thanks,

[Mark]

Apologies for our delay in updating you about this @M_Gibbons. The specialist team have confirmed the address provided (185.91.21.146) has now been added to our whitelist. 

[M_Gibbons]

Hi,

I'm still getting the same light sequence unfortunately- flashing red and two solid orange 

Can you guys see it trying to connect?

Thanks,

[Gemma]

@M_Gibbons - The Sure Signal hasn’t made contact with our network since 24 April. That light sequence indicates an authentication error.

As you’re using a static IP address, please contact your Internet Service provider again. You’ll need to advise them that you’re trying to set up a VPN tunnel and that the IPsec is being blocked on an internal firewalled server within their network.

I understand you’ve done this already, so my apologies for asking you to get in touch again.

Please let us know how you get on.