Authentication Error
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Re: Authentication Error
07-10-2019 8:25 PM
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Thank you for your reply @JOLO very helpful. I shall take an in depth look tomorrow when I'm home, do you want me to reply with the answers here on the forum or via email/private chat etc?
Re: Authentication Error
08-10-2019 10:31 AM
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Re: Authentication Error
08-10-2019 5:43 PM - edited 08-10-2019 5:46 PM
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1. Exactly how does the problem masquerade itself, what are the symptoms?
WiFi connection drops on devices stating Authentication Error - On both 2.4ghz and 5ghz bands
2. When did the problem start?
First noticed around June 2019
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 - 25/02/19
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*
Via WiFi:
- Samsung S10+
- x2 Sonos Play:1s
- Sonos Beam soundbar
- Amazon Fire HD10' Tablet 7th Generation
- Huawei P20 Pro Lite
- HP Pavilion G6 Notebook
- Amazon Kindle Paperwhite
- Nintendo Switch
Wired:
- LG UK6300PLB TV
- SkyQ box
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*
- D-Link DHP-300AV powerline adapter
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*
- Samsung S10+ - Android 9.0
- Huawei P20 Pro - Android 9.0
- Amazon Fire HD10 7th Generation - FireOS 5.6.4.0
- Nintendo Switch - 9.0.1
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)?
Separated - Both affected:
2.4ghz - Nintendo Switch, Huawei P20 Lite
5ghz - Samsung S10+, Amazon Fire HD10,
8. Has the customer tried factory resetting? (if not, please ask them to try this)
Factory reset 8th Oct 2019
Re: Authentication Error
09-10-2019 9:14 AM
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Hi @Chris3k1, thank you for providing the relevant information, it is much appreciated.
Has resetting the router made a difference since yesterday? Also have you tried to turn off the 5GHz bandwidth to see if it makes any difference?
Re: Authentication Error
09-10-2019 9:35 AM
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Hi @Beyhive thanks for the reply.
I switched off the 5ghz bandwidth yesterday and switched everything over to the 2.4ghz bandwidth. Sadly it does not seem to have helped. See below:
09:00:28, 09 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 07:57:42, 09 Oct. ath00: STA b0:fc:0d:8e:c4:94 IEEE 802.11: Client disassociated 07:57:42, 09 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed 07:57:42, 09 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 07:57:42, 09 Oct. ath00: STA b0:fc:0d:8e:c4:94 IEEE 802.11: WiFi registration failed 07:57:42, 09 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 07:41:38, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 07:41:17, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 07:41:07, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 07:41:07, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 07:20:30, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 07:20:29, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 06:59:47, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 06:59:47, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 06:08:48, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 06:08:28, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 06:08:18, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 06:08:17, 09 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 00:01:53, 09 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: Client associated 23:42:44, 08 Oct. ath00: STA 04:03:d6:d0:a9:43 IEEE 802.11: Client disassociated 22:27:34, 08 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 21:52:46, 08 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 18:42:00, 08 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 18:41:59, 08 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 18:20:27, 08 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 18:20:26, 08 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 18:07:01, 08 Oct. ath00: STA 2c:d0:5a:dc:99:87 IEEE 802.11: Client disassociated 18:04:21, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 18:03:53, 08 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 18:03:38, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 17:53:41, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 17:53:06, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 17:52:56, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 17:52:52, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client disassociated 17:52:42, 08 Oct. ath00: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 17:51:57, 08 Oct. ath00: STA b0:fc:0d:8e:c4:94 IEEE 802.11: Client associated 17:49:47, 08 Oct. (179594.300000) WiFi Down, GUI Disabled
Seems the only device not to drop was the kindle. The drops seem quick as I've not noticed a sustained drop on my phone, even tho it dropped at some point this morning. Sometimes it does not return without rebooting my phone or router.
Re: Authentication Error
09-10-2019 1:55 PM
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Hi @Chris3k1
Forgive me if I have missed this in the above - have we yet sent you an new router?
Thanks,
MoR
Re: Authentication Error
09-10-2019 2:19 PM
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Hi @MasterOfReality thanks for the reply.
No, no new router sent out. I believe this is the original router we got when we signed up with Plusnet in 2016.
Re: Authentication Error
09-10-2019 4:01 PM
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Re: Authentication Error
09-10-2019 5:31 PM
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Hi @Mads thanks for the reply.
Great, saw all this. Hopefully the new router will solve the connection problems.
Re: Authentication Error
10-10-2019 8:10 AM
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Thanks @Chris3k1,
Please don't hesitate to get back in touch if you continue to experience any connection problems once you have the new router.
Re: Authentication Error
17-10-2019 9:01 PM
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Hi @EmilyD thanks for the reply. Sadly I am still having issues with my wifi even with the new router.
My setup is now running both 2.4 and 5 ghz separately and I have disabled the Dlink powerline adapters in case these where causing the issue. Clearly not tho, here is a snapshot of my current log:
20:05:48, 17 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 20:04:37, 17 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 19:54:55, 17 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client disassociated 19:39:58, 17 Oct. ath00: STA 34:d2:70:e6:a6:3b IEEE 802.11: Client associated 17:22:13, 17 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 17:22:00, 17 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: Client associated 17:21:12, 17 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: Client associated 14:17:06, 17 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 09:12:32, 17 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: Client associated 07:57:06, 17 Oct. ath10: STA b0:fc:0d:8e:c4:94 IEEE 802.11: WiFi registration failed 07:57:06, 17 Oct. ath10: STA a8:db:03:c7:fd:7b IEEE 802.11: WiFi registration failed 07:54:45, 17 Oct. ath00: STA 90:94:97:00:25:1a IEEE 802.11: WiFi registration failed 03:33:01, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 03:33:00, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 03:22:29, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 03:22:28, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 03:10:57, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 03:10:57, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 03:04:25, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 03:03:55, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated 03:03:45, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client associated 03:03:25, 17 Oct. <<<<<<<<<<<<<<<<<<<< Limit of wifi log >>>>>>>>>>>>>>>>>>>> 03:03:25, 17 Oct. ath00: STA fc:a6:67:d5:07:50 IEEE 802.11: Client disassociated
What does client associated and disassociate indicate?
Let me know if you have issues logging into the router as I never leave the logins as default.
Re: Authentication Error
18-10-2019 1:50 PM
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Hi @Chris3k1
Thanks for coming back to us - I'm sorry that this is still ongoing.
I've highlighted this thread to our Products team for further investigation and they'll respond to you directly, here or via PM.
Best wishes
Dave
Re: Authentication Error
18-10-2019 3:07 PM
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Thank you @RandallFlagg
Re: Authentication Error
18-10-2019 4:23 PM
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@Chris3k1, sorry to hear you're experiencing problems
I have a couple of questions...
1. Have you definitely confirmed that this issue exists with the 5GHz radio completely disabled? You'll know when it's switched off entirely as there'll be a bright orange/red Wi-Fi LED illuminated on the front of the device.
2. You mentioned earlier - "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. ". Is this 'signal booster' the wired powerline adapters, or is it something else?
I know of an issue affecting the 5GHz radio (and potentially 2.4GHz where both channels are enabled), but I don't remember seeing an issue with 2.4GHz when the 5GHz radio is disabled
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Authentication Error
18-10-2019 8:26 PM
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Just in case its relevant....
D-Link DHP-300AV powerline adapter
Product made by D-Link but model sold exclusively via TalkTalk
http://m0.ttxm.co.uk/sites/rightnow/PDF_userguide/black_powerline_adapter_guide_v3.pdf
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