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Authentication Error

FIXED
efcstevee
Hooked
Posts: 9
Registered: ‎17-08-2018

Authentication Error

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?

29 REPLIES 29
Plusnet Help Team
Plusnet Help Team
Posts: 934
Thanks: 112
Fixes: 43
Registered: ‎26-03-2018

Re: Authentication Error

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
efcstevee
Hooked
Posts: 9
Registered: ‎17-08-2018

Re: Authentication Error

Hi thanks for reply
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
Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 284
Registered: ‎01-01-2012

Re: Authentication Error

Fix

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Cmrankin21
Newbie
Posts: 1
Registered: ‎24-04-2019

Re: Authentication Error

Hi, I have tried the fixes suggested in this thread but my issues still persists. Both my wife and I are experiencing the same authentication error on our smart phones; happened about 10 days ago. There have been no updates on our phones so I do not believe the error is with the phones. Do you have any other suggestions?
Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 284
Registered: ‎01-01-2012

Re: Authentication Error

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: Authentication Error

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)

Ozy
Newbie
Posts: 1
Registered: ‎15-07-2019

Re: Authentication Error

I've had exactly the same issue and split the bands as advised but which band should my Samsung Android be connecting to now?
Plusnet Help Team
Plusnet Help Team
Posts: 934
Thanks: 112
Fixes: 43
Registered: ‎26-03-2018

Re: Authentication Error

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Chris3k1
Dabbler
Posts: 12
Registered: ‎25-10-2016

Re: Authentication Error

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.  :thumbsup:

Plusnet Help Team
Plusnet Help Team
Posts: 934
Thanks: 112
Fixes: 43
Registered: ‎26-03-2018

Re: Authentication Error

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Chris3k1
Dabbler
Posts: 12
Registered: ‎25-10-2016

Re: Authentication Error

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. 

Plusnet Help Team
Plusnet Help Team
Posts: 14,599
Thanks: 364
Fixes: 102
Registered: ‎27-04-2007

Re: Authentication Error

Hi there, is this only happening maybe after the devices have been connected to other routers or networks?

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Chris3k1
Dabbler
Posts: 12
Registered: ‎25-10-2016

Re: Authentication Error

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. 

Plusnet Help Team
Plusnet Help Team
Posts: 926
Thanks: 232
Fixes: 54
Registered: ‎06-08-2018

Re: Authentication Error

@Chris3k1,

 

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* 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team