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

[Retired-Rodney]

Hi everyone,

@dmlox - So we can ensure this isn't a problem with your internet connection, please try your devise in a different location.

@MrPhoneUser - Please contact your ISP and ensure the following ports are open:

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

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

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.

Thanks,

Rodney 

[arukDave]

@Rodney.

The quoted IP addresses are (again) wrong. (The first octet is missing.)

The phrase to use re ports is "not restricted".

Please correct and repost.

Ta.

Dave B. (Not part of Vodafone.)

[dmlox]

Evenin' Rodney,

I will try a few more ideas together with those in your post,

I will post back whatever result

Thanks

D.Lox

[MrPhoneUser]

Thanks Rodney,

My ISP is not blocking any ports.

I know my router configuration is fine as the SureSignal was working previously.

Thanks

Neil

[Ben_H]

Hi everyone,

@MrPhoneUser - Your router may still need checking if there have been any changes made by your ISP. This can include software updates or new IP ranges.

@BlacKnight - Your speeds are under the minimum required to run Sure Signal. Please speak to your IP and let them know you need at least 4.13Mbps downloads again.

@dmlox - As your unit connected at 1:29am today, I don't think a resync will help. I've performed one all the same as you've requested it.

Please reset your Sure Signal and allow up to four hours for it to connect.

@joldknow - Please ask your ISP to ensure the following Ports and Protocols are permitted:

8 – TCP/UDP (All routers)
50 – TCP/UDP (All routers)
53 – TCP/UDP (Virgin Super Hubs)
67 – UDP (Virgin Super Hubs)
68 – UDP (Virgin Super Hubs)
123 – UDP (All routers)
500 – UDP (All routers)
1723 – TCP/UDP (BT Home Hubs)
4500 – UDP (All routers)
33434 – 33445 – UDP (Virgin Super Hubs)

Thanks,

Ben

[BlacKnight]

@Ben_H Thanks for responding to my request for help with my Sure Signal. According to Vodafone the broadband requirements for Sure Signal are:

Requirements

• To use Sure Signal, you'll need a 3G-capable phone that's on our network and a standard domestic broadband connection.
• If you want to have the maximum of eight calls at the same time, you'll need a download speed of 4.13Mbps. 

This implies that 4.13Mbps bandwidth is only required to support 8 simultaneous voice calls. My Sure Signal is never used for more than one voice call at once. Normally it is just used to establish a data connection, without voice.

My broadband speed is the same as it has been since 2013 when I first installed Sure Signal. The Sure Signal has worked fine during that period with the current broadband speed. My sync speed is currently 2.27Mbps. My broadband connection has never run at more than about 2Mbps during that period.

So, I don't agree it's a bandwidth problem. I still think it's a problem with your server. I'd be grateful if you could verify that that your server is not blocking my IP address somehow.

Thanks for your help.

[Amanda]

Hello @BlacKnight

Thanks for getting back to us. 

I've double checked and we've not blocked your IP address. 

Your Sure Signal hasn't updated in a while. Please reset it as follows - 

1. Locate the button on the base of the box next to the Ethernet ports.
2. Press and hold the button for approximately 30 seconds.
3. Once the lights come back on, release the button.

If after these steps you're still having the same issue,  please try a different Ethernet cable. 

If the problem persists please try your Sure Signal in a different location. For example a family or friends house. 

Thanks, 

Amanda 

[BlacKnight]

<edit: reinterpret pathping results>

@Amanda

Thank you very much for confirming that my IP address is not blocked by Vodafone.

I followed your suggestions of replacing the Ethernet cable to my Sure Signal, and resetting the Sure Signal. Neither of these measures had any effect, and the Sure Signal still displays the following light sequence...

1. Power: Solid Red
2. Internet: Flashing White
3. In Service: Off
4. In Use: Off

When I do a pathping to the sure signal server I get the following results:

C:\>pathping 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
. . .
   Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 LOGI26 [192.168.200.126]
                  0/ 100 = 0% |
1 9ms 0/ 100 = 0% 0/ 100 = 0% home.gateway.home.gateway [192.168.200.254]
                  0/ 100 = 0% |
2 41ms 1/ 100 = 1% 1/ 100 = 1% lo0_ecldsl-bba7.th.eclipse.net.uk [82.153.1.69]
                  0/ 100 = 0% |
3 43ms 0/ 100 = 0% 0/ 100 = 0% 91.85.10.97
                  0/ 100 = 0% |
4 46ms 0/ 100 = 0% 0/ 100 = 0% 86.54.135.173
                  0/ 100 = 0% |
5 45ms 0/ 100 = 0% 0/ 100 = 0% fe6-17-core4.th.eclipse.net.uk [212.104.128.243]
                  0/ 100 = 0% |
6 51ms 0/ 100 = 0% 0/ 100 = 0% vl-38.lon-th1cr.spn.kcom.com [86.54.183.249]
                  0/ 100 = 0% |
7 53ms 0/ 100 = 0% 0/ 100 = 0% lndgw2.arcor-ip.net [195.66.224.124]
               100/ 100 =100% |
8 --- 100/ 100 =100% 0/ 100 = 0% 85.205.0.93
Trace complete.

This shows that 100% of packets are being lost between hops 7 and 8 (i.e. no packets are reaching the Vodafone Sure Signal server). According to Microsoft, the pathping results have the following meaning.

• The loss rates displayed for the links (marked as a | in the rightmost column) indicate losses of packets being forwarded along the path. This loss indicates link congestion.

So it looks like the problem is caused by the link between the servers at lndgw2.arcor-ip.net [195.66.224.124] and 85.205.0.93 being congested.

According to the RIPE database:

• The server at lndgw2.arcor-ip.net [195.66.224.124] is part of London Internet Exchange (LINX) Primary Peering LAN in London, and may be managed by either Vodafone or by LINX.
• The server at 85.205.0.93 is part of Vodafone Group Services

[dmlox]

Hello Ben H.

Thank you for the snippet. S.Sig connected at 01.29hr. Mon.11 May.

I missed that , being in the land of nod.

Unfortunately by breakfast time the S.Sig. was in its fault state comfort zone.

Sometimes it will re-energise itself to try re-connecting - to no avail.

I swear my 're-set' finger is developing a callous.

Granted that my S.Sig.v3 is working its socks off to re-connect it is re-assuring to know that it did succeed - for short time.

My B/band provider has suggested a trial requiring physical activity..

Forgive me if I contue to pester.  We live somewhat remote and reliable communications are important.

many thanks

D.Lox

[MrPhoneUser]

Hi,

No router configuration changes. Just as a test though, I have dropped the Sure Signal into the DMZ, but no change.

I have read about others taking their SS into a Vodafone store to be updated, is this an option to get it working?

Thanks

Neil