topic Re: CHAP authentication failed (ASUS router) in Full Fibre

CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 09:09:51 GMT

I've just purchased an ASUS RT-AC51U router after my last one gave up the ghost. It's connected through the OpenReach modem and I've checked the credentials and settings over and over again, yet it keeps complaining that CHAP authentication failed. On the main screen it says the username or password is invalid. I've called support and they ran a line test, and checked the password, but they don't have a clue. Does anyone have any ideas? Getting desparate!

Re: CHAP authentication failed (ASUS router)

St3 — Sat, 03 Sep 2016 10:54:52 GMT

Are you adding the correct username >> username@plusdsl.net

Re: CHAP authentication failed (ASUS router)

Riza — Sat, 03 Sep 2016 12:05:46 GMT

Make sure to do the manual setup, and don't use DHCP for the WAN but PPPOE as authentication.

Then the details are your username that you use to login to the member centre and the password you use to login to the member centre in the format provided below.

eg.

username > bob@plusdsl.net

password > bobspassword

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 12:58:03 GMT

Yeah, I've tried those things. I've checked the password is the same as the member centre, and I'm using the @plusdsl.net domain in the username.

I've attached a picture of the log output. I'm running out of options to change to be honest... it's weird, with my last router I had similar issues configuring and then it just magically started working without me changing anything. But this time no amount wishful thinking is helping 😛

Re: CHAP authentication failed (ASUS router)

St3 — Sat, 03 Sep 2016 13:20:41 GMT

that looks like plusnets end to me

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 13:23:55 GMT

Yeah I think so to, I think something's gone wrong with my account, but when I phoned up the guy at the other end didn't seem to think there was anything he can do about it... is there any way to get in touch with a real engineer who can look at it? Can someone hit my account with a hammer please?

Re: CHAP authentication failed (ASUS router)

Riza — Sat, 03 Sep 2016 13:32:24 GMT

Um.

It looks like it does connect properly but something is failing the authentication.

https://community.plus.net/t5/Broadband/CHAP-authentication-failed/m-p/789939/highlight/true#M132757

Try to change your member centre password and see if this does anything. I'd also disable the automatic hardware setup in case that might be interfering with anything in your connection settings page on the member centre.

If there's still a problem, report a fault at faults.plus.net (which will take a couple of days for a response) or use their Twitter support @plusnethelp where they should be able to help you a bit more better (I think they use experienced staff or something on their twitter)

Re: CHAP authentication failed (ASUS router)

rongtw — Sat, 03 Sep 2016 13:28:40 GMT

Just a thought is Auto log out in settings = 0 ?

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 13:36:49 GMT

OK, so I've:

- Changed my member center password again and updated the router - nope, nothing

- The auto log out was set to 0 (but that says that 0 means never) but changing it to 900 seconds didn't do anything

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 13:40:18 GMT

Oh, and trying to disable auto router setup does this:

"Oops! That didn't work.

It looks like a system error has stopped us from updating your selection. Sorry about that!

Please come back later and give it another go."

Re: CHAP authentication failed (ASUS router)

rongtw — Sat, 03 Sep 2016 13:44:20 GMT

OOOOOps we not having a lot of luck here

have you reset router to factory default , small hole in back ? little button

Re: CHAP authentication failed (ASUS router)

Chris — Sat, 03 Sep 2016 13:49:30 GMT

It's not a router I've used, is it definitely a VDSL one? Does it still need the Openreach modem to be used alongside it?

Re: CHAP authentication failed (ASUS router)

Chris — Sat, 03 Sep 2016 13:59:08 GMT

It's not the password, we'd see that hitting our RADIUS servers and being rejected there. As it stands we're not even seeing the connection hitting the BTWholesale side of things before it gets to us.

@Riza wrote:

Try to change your member centre password and see if this does anything.

It might be worth investigating as a fault, however if it's the router causing the issue it'll be a £65 engineer charge. Testing the line isn't showing any obvious issues.

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 14:04:28 GMT

OK, so it's probably a good bet that it's related to the router settings. I can telnet into the router and view/edit the ppp settings directly if it helps? I'm not sure what settings are required to be there though and which ones are superfluous

Re: CHAP authentication failed (ASUS router)

Oldjim — Sat, 03 Sep 2016 14:17:56 GMT

A thought - is the modem connecting

Can you check whether the relevant lights are green http://bt.custhelp.com/app/answers/detail/a_id/36945/~/fibre-home-phone-service%3A-lights-on-the-openreach-fibre-modem

Re: CHAP authentication failed (ASUS router)

Mustrum — Sat, 03 Sep 2016 14:19:51 GMT

Have you reset the Opnreach modem?

Re: CHAP authentication failed (ASUS router)

Chris — Sat, 03 Sep 2016 14:20:18 GMT

Good suggestion @Oldjim - the line is testing as in sync but it's worth double checking.

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 14:32:47 GMT

All the lights are solid green, I've just rebooted *everything* and now something different is happening (screenshot attached) but now it's not even trying by the look of it 😕

Re: CHAP authentication failed (ASUS router)

kazade — Sat, 03 Sep 2016 14:44:32 GMT

OK after another reset we're back to the chap authentication issue again. Can someone disable the auto router setup for me on my account? I'm unable to do it because it errors.

I'm going to buy another router

Re: CHAP authentication failed (ASUS router)

Riza — Sat, 03 Sep 2016 15:05:14 GMT

A workaround until this is solved is to simply use your old router and plug in a ethernet cable from that to your new router's WAN port and set it up as DHCP instead of PPPOE and that will fix it as it would be using the old router to connect to the web.

Also is your router's firmware on the latest version? Maybe there is a technical software glitch on the software. I used to use AsusWrt Merlin on my Linksys router and it was pretty stable.

If your old router still works, I'd suggest you to find the Asus forums and ask for support from their community (linking back to this thread for all things tried). It could be possible the hardware is faulty, which could result into a hefty charge from the engineer which is why I'd suggest you to try a previously known working router.

http://www.asus.com/us/support/Download/11/2/0/131/Pchfx2inNSCZYOBC/30/

Theres your downloads page for that router, try to flash the latest firmware and see if results differ. A reset should be done after it's flashed to clear your nvram. If it fails to flash the zip, then unzip it and flash the trx image.

To flash it go to administration and then to firmware upgrade and upload the firmware and press upload. Give it 5 or so minutes to flash over and then I'd reset the router and try the PPPOE again if it fails you can try the workaround that I personally use to extend my WiFi coverage by setting the secondary router to connect to a primary router through DHCP on WAN.