Authentication Error
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- Re: Authentication Error
09-11-2018 6:27 PM
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Hi
I've had plus-net fibre for approx 2 months but my wifes Samsung Android phone keeps disconnecting from the internet and she gets an Authentication Error Occurred message. It allows her to reconnect but then chucks her out again with the same message. We don't have issues with other devices on our wifi.
Anybody got any ideas as to why this is happening?
Fixed! Go to the fix.
Re: Authentication Error
10-11-2018 3:04 PM
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Hi @efcstevee,
I'm sorry to hear you're having this problem. Do you experience this issue when connecting to other Wi-Fi networks on the phone?
Re: Authentication Error
13-11-2018 8:05 AM
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No my wife is able to use her phone on her work network with no issues this only appears to be an issue at home
13-11-2018 2:32 PM
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Thanks for the extra information.
Have you tried forgetting the network then reconnecting when this happens?
It also may be worth desyncing the wireless bands if you haven't done so already. There's a guide here that shows how to do this
Let us know how you get on.
Re: Authentication Error
24-04-2019 8:50 AM
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Re: Authentication Error
24-04-2019 1:58 PM
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Thanks for getting in touch @Cmrankin21
I'm sorry to hear that you're having similar issues.
I've checked your router remotely and from what I can see the wireless bands are currently merged not split.
Can you try splitting them again as per the instructions above? If you're struggling to make this change then message us back and we'll be able to make the change remotely.
Let us know how you get on
Re: Authentication Error
25-04-2019 5:24 PM
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In addition to the reply directly above, if splitting the wifi does not fix this, could you please post the routers current software.
You can find this by accessing the router http://192.168.1.254 and going to the bottom of the page
(only asking as I too have witnessed the authentication error after splitting the wifi (amongst other things)
Re: Authentication Error
15-07-2019 5:02 PM
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Re: Authentication Error
15-07-2019 5:22 PM
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Hi @Ozy,
I'd recommend connecting to the 5GHz network if you can, although it's important to note that this has a shorter range than the 2.4GHz network. Please also be aware that some devices may not support the use 5GHz and so they would need to connect to the 2.4GHz network.
Re: Authentication Error
06-10-2019 10:34 PM
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Having the same issue here, I thought it maybe my old Samsung S8+ playing up. But even with my new Samsung S10+ I am getting booted off the wifi.
Having looked through the logs I can see multiple devices are being booted off the wifi, just the phones that I am noticing:
15:20:08, 06 Oct. ath10: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 15:19:48, 06 Oct. ath10: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 15:19:38, 06 Oct. ath10: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 15:19:37, 06 Oct. ath10: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 13:29:45, 06 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 10:17:27, 06 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed 10:17:27, 06 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: WiFi registration failed 22:14:03, 05 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 21:50:11, 05 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 18:45:14, 05 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 17:57:11, 05 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: Client associated 17:42:31, 05 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 11:27:25, 05 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: Client disassociated 11:27:25, 05 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client disassociated 11:27:25, 05 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: WiFi registration failed 11:27:25, 05 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed 08:11:12, 05 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 07:41:16, 05 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 06:07:25, 05 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 22:03:30, 04 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 22:02:31, 04 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 21:56:00, 04 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 21:32:05, 04 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 19:07:59, 04 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 18:45:58, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 14:47:24, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client disassociated 14:47:24, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed 13:35:56, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 07:55:07, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client disassociated 06:06:44, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 05:57:23, 04 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 05:07:18, 04 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client disassociated 22:04:02, 03 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 22:02:46, 03 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 22:00:29, 03 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 21:35:25, 03 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 17:29:44, 03 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: Client associated 17:28:44, 03 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 17:27:56, 03 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 17:27:49, 03 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 17:27:46, 03 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 14:07:23, 03 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: WiFi registration failed 14:07:23, 03 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 11:42:44, 03 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 07:57:22, 03 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed 07:57:22, 03 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 22:05:25, 02 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 22:02:30, 02 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 17:01:09, 02 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 16:59:27, 02 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 16:59:17, 02 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 16:58:48, 02 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: Client associated 16:57:31, 02 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 16:07:21, 02 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 16:07:21, 02 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: WiFi registration failed 15:35:32, 02 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: Client associated 15:29:09, 02 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 14:17:21, 02 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 14:16:08, 02 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: Client associated 14:15:58, 02 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: Client disassociated 08:37:04, 02 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 08:37:00, 02 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 08:36:50, 02 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 07:57:21, 02 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: WiFi registration failed 07:57:21, 02 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 07:57:21, 02 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed
I have had the 5 ghz and 2.4 ghz bands separate for a number of years due to some devices not liking them being bundled together. My router details are as below:
Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 25/02/19
It would seem a lot of people are having these types of issues of late. How can these issues be resolved please? I have tried rebooting the router - sometimes this works, also tried restarting my phones - again this sometimes works. Not always tho. There has been no change to my network settings for years. I am also aware of the range limit on the 5ghz spectrum, so do have a signal booster that resolves this issue in low range areas.
So any help would be appreciated.
Re: Authentication Error
07-10-2019 12:46 PM
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Hi @Chris3k1,
I can see that there was a drop in connection yesterday, which I'm assuming was a router reboot, but please feel free to correct me if I'm wrong in that assumption. Since then the connection has been stable - is that also the case for your Wi-Fi and the devices connected to it, or are they still being affected?
Re: Authentication Error
07-10-2019 1:11 PM
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Hi @TheMightyAJ I did indeed reboot the router yesterday. Well I was at work last night so not on the network, but I did check the log just now and see that once again even after the reboot the router kicked my phone before work yesterday.
Re: Authentication Error
07-10-2019 3:42 PM
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Re: Authentication Error
07-10-2019 4:03 PM
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Hi @adamwalker
Well, from the logs posted and the drop outs I have not been on any other wifi networks between them dates, just my phones network. This has been an ongoing issue for a long time; even back to my old phone and my wifes phone ( huawei ) have also been kicked. We have both been stung hard with these dropouts due to not noticing we had been kicked from the network and burning a month's worth of data in one evening!
I first reported this issue in June to tech support, ticket: 191432509. However they came back with no issues and recommended splitting the 5ghz and 2.4ghz bands, which I had already done beforehand.
Re: Authentication Error
07-10-2019 5:46 PM
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We've remote access the router so can see the bands have been split, you're on the correct firmware and everything looks good re the devices connecting.
There are some reported issues with some customers on the 4.7.5.1.83.8.263 firmware, so we can add you to the list to try and get the issue resolved can you take a look below and answer the question. Some of these you may have already done, provided answers to, or have already been through. I'm sorry if that's the case I'm providing the full thing just so it's all in one identifiable post.
1. Exactly how does the problem masquerade itself, what are the symptoms?
2. When did the problem start?
3. What firmware version is the router running and when was it last updated (this info is in the footer of the router config pages)? 4.7.5.1.83.8.263
4. What devices do you have on your network and how are they connected, eg. wired or wireless? *Please provide as much details as possible, with specific model names/numbers where possible*
5. How is your network configured i.e. any Powerline adapters, additional switches, attached storage or or wi-fi access points in use? *Again, please provide as much detail as possible*
6. What devices does the problem affect and what software/firmware versions are they running (if known). This will help us try and replicate the issue in a lab environment. *Once more, please provide as much detail as possible*
7. Are the 2.4GHz/5GHz radios separated or merged (they're merged by default). If separated, which radio is affected (or is it both)?
8. Has the customer tried factory resetting? (if not, please ask them to try this)
A TEMPORARY WORKAROUND CAN BE OFFERED BY COMPLETELY DISABLING THE 5GHZ RADIO VIA THE WI-FI SETTINGS PAGES OF THE ROUTER INTERFACE. THIS WILL LIMIT THE MAXIMUM SPEED OF YOUR WI-FI NETWORK AND MAKES IT MORE SUSCEPTIBLE TO INTERFERENCE, HOWEVER IT SHOULDN'T NEGATIVELY IMPACT RANGE TOO SIGNIFICANTLY. THIS IS A TEMPORARY MEASURE AND WE ARE WORKING BEHIND THE SCENES TO FIX THE PROBLEM (NO ETA YET). NOTE, THAT A RED L.E.D. WILL ILLUMINATE ON THE FRONT OF THE ROUTER WHEN THE 5GHZ RADIO IS DISABLED*
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