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Authentication Error

FIXED
Chris3k1
Dabbler
Posts: 12
Registered: ‎25-10-2016

Re: Authentication Error

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?  

Plusnet Help Team
Plusnet Help Team
Posts: 1,122
Thanks: 112
Fixes: 52
Registered: ‎06-08-2018

Re: Authentication Error

@Chris3k1, please can you provide the response over this thread.

 

Thanks

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


Chris3k1
Dabbler
Posts: 12
Registered: ‎25-10-2016

Re: Authentication Error

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

Plusnet Help Team
Plusnet Help Team
Posts: 376
Thanks: 63
Fixes: 24
Registered: ‎25-02-2019

Re: Authentication Error

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?

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

Re: Authentication Error

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.

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,590
Thanks: 263
Fixes: 55
Registered: ‎26-03-2018

Re: Authentication Error

Hi @Chris3k1 

 

Forgive me if I have missed this in the above - have we yet sent you an new router? 

 

Thanks, 

MoR 

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

Re: Authentication Error

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.

Plusnet Help Team
Plusnet Help Team
Posts: 1,122
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Registered: ‎06-08-2018

Re: Authentication Error

Hey @Chris3k1,

 

Thanks for getting back to us.

I've dropped a more detailed response over a support ticket for you here.

 

Thanks.

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


Chris3k1
Dabbler
Posts: 12
Registered: ‎25-10-2016

Re: Authentication Error

Hi @Mads thanks for the reply.

 

Great, saw all this. Hopefully the new router will solve the connection problems. :thumbsup:

Plusnet Help Team
Plusnet Help Team
Posts: 1,469
Thanks: 284
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Registered: ‎26-03-2018

Re: Authentication Error

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.

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

Re: Authentication Error

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.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: Authentication Error

 

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

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

Re: Authentication Error

Thank you @RandallFlagg 

Community Gaffer
Community Gaffer
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Re: Authentication Error

@Chris3k1, sorry to hear you're experiencing problems Sad

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 Huh

Bob Pullen
Plusnet Product Team
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tonyb55
Grafter
Posts: 29
Thanks: 3
Registered: ‎31-10-2016

Re: Authentication Error

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

https://community.talktalk.co.uk/t5/Articles/Fix-a-problem-with-your-wireless-Powerline-adapters/ta-...