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

[Sukhi]

Hi bend3333

Everything looks ok on the information you supplied.  Can you try to reset the Sure Signal please?

For a version 3 unit, please follow these steps:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

basicmonkey - That's great thanks for letting us know :).

Thanks

Sukhi

[bend3333]

Hi again,

Glad to hear this isn't an issue on my end.

I followed the steps you gave a few times last night and again, once, this morning. Unfortunately to no avail - the resutling lights are the same as before!

I've seen mention of an IP blackilst elsewhere on this forum thread - wondering if I might somehow have been added to that list? Any other suggestions to resolving this problem would be warmly welcomed.

Kind regards,

Ben

[DaveCD]

Hi bend3333

I noticed that there has been a location change. This may not be physical, but something your ISP has changed, so I have reset this.

I have also resynched your Sure Signal to clear any faults that may have still been around.

The IP address is fine too.

Hi LSDWhi

This light sequence indicates that the Sure Signal is not active as seen here, however from the serial number I can see that's not the case

Please ensure the following ports are open on your router:

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Let me know how you get on.

DaveCD

[bend3333]

Hi Dave,

I have tried multiple times resetting the box, still to no avail!

Any more suggestions?

Cheers,

Ben

[Ben_H]

Hi folks,

Peter - I've let James know for you.

Ben - If you're still not able to get a connection, try de-registering your Sure Signal via My Vodafone. Leave it an hour and then try registering again. The Sure Signal should update and be online again within one to two hours.

Cheers, Ben

[AltNetTechSuppr]

Hello,

I require some support on the Sure Signal v3, I have an MPLS site with a core internet bakeout via a Juniper firewall.

I have confirmed and tested that traffic is routing from my NATed addres at the MPLS site to the Juniper and that it is open on all relevent ports for your range of IP addresses (plus an additional IP address we used to test the port forwarding and NAT)

we still get no SS service.

Power: Flashing

Internet: Off

In Service: Solid Orange

In Use: Solid Orange

I am not able to post a traceroute or IP address on an open forum but can private msg or email all nessarry details.

I can tell you that we have a 100Mb pipe in THN configured for 100Mb with more then enough available bandwidth.

please can you assist

Many thanks

[Retired-James]

Hi AltNetTechSuppr,

Thanks for your posts.

So I can look into this for you, please let us know the following details.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

Although you don’t need to worry about posting this information on the eofrum, you can PM this to me if you prefer.

If you do PM this over to me, please reply in this thread as well to confirm this.

Thnaks

James

[AltNetTechSuppr]

Hello James,

thank you for you reply, I have PMed you the details. I would be very grateful if you could look into this for me.

Many thanks

Peter Buchanan

Senior Engineer - Alternative Networks

[jpsmith]

please help me find the problem!!!

ping 47ms

download speed 15.83mbps

upload 0.94

ip 90.199.180.187

serial: 40134711056

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

C:\Users\ccuk>tracert 212.183.133.177

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

1 81 ms 3 ms 2 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 29 ms 92 ms 26 ms te0-0-0-3.pr0.bllon.ov.easynet.net [89.200.135.1
66]
4 23 ms 22 ms 21 ms ae51.edge6.London1.Level3.net [212.113.9.53]
5 20 ms 20 ms 22 ms ae-52-52.csw2.London1.Level3.net [4.69.139.120]

6 21 ms 22 ms 21 ms ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
7 21 ms 21 ms 21 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
8 22 ms 21 ms 21 ms 195.2.30.61
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.

C:\Users\ccuk>^A^A

[Retired-James]

Hi Guys,

@AltNetTechSuppr – Thanks for sending me the details and I’m sorry about the delay in responding to you.

Everything looks fine with the traceroute, speed test and ping test, but your IP address isn’t listed on the whitelist.

I’ve asked for this to be added, and will let you know when this has been completed so we can do a few more tests.

@jpsmith – I can see that it did connect to the server last night so should now be working.

Are you still seeing the same light sequence?

If yes, can you try a different Ethernet port and Ethernet cable?

James