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WiFi Authentication Error

Phalanx
Grafter
Posts: 33
Registered: ‎28-07-2018

WiFi Authentication Error

Since my router received the new firmware, I have been having trouble with the WiFi. Despite the correct details being entered, periodically the WiFi will refuse to connect when in range, showing "Authentication Error occurred". If I then tap on the failed wifi connection, it immediately connects and works fine, so I know the settings are correct!

I have tried Airplane Mode to reset the phone, tried a network reset on the phone, but nothing seems to work. It seems to only affect our mobile devices in the home, as my Smart TV, Nintendo Switch and all Alexa devices have no issue, but mobile devices all give the same error.

I have also tried Forget Network and re-adding the network, but the same thing occurs the next time it tries to connect. It has only started since the end of March, which I have just found out was the same period the new firmware was installed on my router.

I have reset my router a couple times, rebuilding the configuration from scratch and recreating my wireless network settings. It worked fine before this firmware update.

Looking at the Event Log under "WiFi", all I get is this as an example (this is just a few minutes, the log goes on for HOURS like this!):

 

22:11:24, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client associated
22:11:22, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client disassociated
22:11:22, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: WiFi registration failed
22:11:10, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client associated
22:11:08, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client disassociated
22:11:08, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: WiFi registration failed
22:10:56, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client associated
22:10:54, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client disassociated
22:10:54, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: WiFi registration failed
22:10:41, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client associated
22:10:40, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client disassociated
22:10:39, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: WiFi registration failed
22:10:27, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client associated
22:10:25, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client disassociated
22:10:25, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: WiFi registration failed
22:10:14, 10 Apr. ath00: STA 30:07:4d:50:20:22 IEEE 802.11: Client associated
22:10:13, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client associated
22:10:11, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: Client disassociated
22:10:11, 10 Apr. ath10: STA 00:fc:8b:12:21:f8 IEEE 802.11: WiFi registration failed

 

Can anyone help?

62 REPLIES 62
Plusnet Help Team
Plusnet Help Team
Posts: 1,300
Thanks: 203
Fixes: 63
Registered: ‎09-10-2018

Re: WiFi Authentication Error

Hi @Phalanx, thanks for your post.

 

It's definitely possible that it's a firmware issue. Are you able to grab the firmware version from the router for us?

 

Can you confirm what exactly the devices are that keep losing connection? For example, are they all a specific brand of phone?

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Moderator
Moderator
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Registered: ‎11-01-2008

Re: WiFi Authentication Error


Moderators Note


This topic has been moved from ADSL Broadband to Fibre to My Router

Customer / Moderator
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Phalanx
Grafter
Posts: 33
Registered: ‎28-07-2018

Re: WiFi Authentication Error

Plusnet Help Team
Plusnet Help Team
Posts: 1,576
Thanks: 290
Fixes: 91
Registered: ‎26-03-2018

Re: WiFi Authentication Error

Hi @Phalanx,

 

Thank you for confirming the firmware version.

 

I've raised this to our products team and have asked that they move your router back to the previous version to see if this resolves the authentication problem. Please allow at least two working days for this to be completed and let us know if the issue persists after your firmware version changes.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Phalanx
Grafter
Posts: 33
Registered: ‎28-07-2018

Re: WiFi Authentication Error

No change so far. Firmware downgrade hasn't happened.

Plusnet Help Team
Plusnet Help Team
Posts: 14,670
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Registered: ‎27-04-2007

Re: WiFi Authentication Error

I'm sorry to see that's not been picked up yet. I'll speak with the relevant team and do my best to get those picked up ASAP. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Phalanx
Grafter
Posts: 33
Registered: ‎28-07-2018

Re: WiFi Authentication Error

Still nothing so far.

Plusnet Help Team
Plusnet Help Team
Posts: 1,735
Thanks: 328
Fixes: 65
Registered: ‎11-01-2018

Re: WiFi Authentication Error

 

Hi @Phalanx

 

I'm sorry that this hasn't been picked up yet. I've asked @adamwalker to chase this for you again and provide an update accordingly.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
the4andersons1
Hooked
Posts: 5
Thanks: 1
Registered: ‎20-04-2019

Re: WiFi Authentication Error

same issue here with a Samsung mobile phone, Authentication error, because it keeps dropping the broadband connection and defaulting back to mobile signal, it has now used all her mobile data, not really great.

DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: WiFi Authentication Error

Welcome to the forums @the4andersons1 

 

Does your routers software end in 263? Due to the authentication error message (of which I only had this on software 263) you could try the following as a temporary workaround:

 

Click the following http://192.168.1.254/index.cgi?active_page=9105 and the routers wifi page should open (you'll need to type in the admin password).

On the wireless network enable, instead of the default of yes, select no and click apply

(ignore the warning messages, it's normal)

This will turn off the 5GHz and put a red light on the router, ignore this or put tape over it.

This isn't a fix, but hopefully it should stop the authentication error message. Clearly any 5GHz devices will revert to your 2.4GHz SSID

(if you're not running the latest software on your router, then I'm not sure why you're seeing this:undecided:)

Phalanx
Grafter
Posts: 33
Registered: ‎28-07-2018

Re: WiFi Authentication Error

I have made the change suggested. I'll see how it goes.

I do still want this fixed though, as I would like to use the faster connection for my devices.

 

Still no update on the firmware as of yet, despite repeated staff saying it is being done.

DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: WiFi Authentication Error

Wow, another one whom was going to be downgraded and didn't get this completed :huh:

I have no idea why Plusnet keep messing this up.

 

Please see how it goes, it seems to work for some, but not others. I really hope it fixes it in the short term.

Plusnet must have found something wrong with this software by now, surely....?

Plusnet Alumni (retired) Optimatts
Plusnet Alumni (retired)
Posts: 442
Fixes: 19
Registered: ‎25-09-2018

Re: WiFi Authentication Error

Hi @Phalanx,

 

I've chased this for you today. While our guys in products can roll back the firmware they're keen to see if they can replicate the issues you are seeing. Before we roll it back could you answer the following questions?

You've probably answered these before over the course of the thread but if you could come back to us with the answers in the following format we can then send it back to our products guys.

 

This will help with our investigations and hopefully allow us to replicate the problem in a lab environment - 

 

1. Exactly how does the problem masquerade itself, what are the symptoms?
 

2. When did the problem start?
 

3. What firmware version is customer running and when was it last updated?
 

4. What devices does the customer have on their network and how are they connected, eg. wired or wireless?
 

5. How is the customer's network configured i.e. any Powerline adapters, additional switches, attached storage or or wi-fi access points in use?
 

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.
 

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)
 

9. Would customer be willing to downgrade firmware if we need to in order to help diagnose the issue. Bear in mind this will wipe all of the settings back to factory defaults, and we may need to upgrade/downgrade a second time to further prove that it's the firmware that's the cause of the issue.

 

Thanks for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
Phalanx
Grafter
Posts: 33
Registered: ‎28-07-2018

Re: WiFi Authentication Error

1. Mobile devices on the wireless network show "Authentication Error Occurred" randomly, even when being connected perfectly fine for some time.

2. Around March. I can't give an exact date due to the randomness.

3. See above in this thread.

4. Desktop PC (Wired), NAS (Wired), Smart TV (Wireless) 5 Echo Devices (Wireless), 2 Mobile phones (Wireless).

5. One extra NAS, one Network Extender. Extender has been removed for testing, still happens.

6. Seems to only affect mobile phones. Both are Samsung with latest OS updates on them. I believe it is Android Pie.

7. They were merged. I have disabled the 5GHz as per DS's suggestion above. I can re-enable if you need me to.

8. I have, twice.

9. I would be, yes. As long as I am given a rough notice so I can backup settings.