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[BUG] XG v16/17 PPPOE doesn't endlessly tries to reconnect

Hi All,

i have a weird issue concerning clients with xDSL lignes, with a modem bridged and connected to wan port of the XG.

There are more and complains about internet failures (different clients, different DSL providers, different modems), and in most of the cases the pppoe Wan port status is "Disconnected".

Just by clikcing on "connect" connection goes up immediatly !

Is there a way to force the XG to retry enlessly to reconnect ?! (which should be a basic thing !!!!)

Thanks !

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Top Replies

LuCar Toni over 2 years ago in reply to Giovanni Bragagnolo1 +1

The bug was identified and the issue is resolved in the upcoming releases. If you want a solution, support could implement a hotfix. The Mac Issue is tunnelblick? There are discussions about tunnelblick…

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0 FloSupport over 5 years ago

Hi guillaume bottollier

Apologies for the inconvenience caused by this. Would it be possible to enable the support access tunnel on your appliance and PM me with the ID for further investigation?

Thanks,

Florentino
Director, Global Community & Digital Support
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0 FloSupport over 5 years ago

Hi guillaume bottollier

Apologies for the inconvenience caused by this. Would it be possible to enable the support access tunnel on your appliance and PM me with the ID for further investigation?

Thanks,

Florentino
Director, Global Community & Digital Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 rfcat_vk over 5 years ago in reply to FloSupport

Hey Flo,

if you get a fix for this would you please publish it on the forum, there are many of us with this issue. This has been raised many times.

Thank you

Ian

XG115W - v20 EAP 1 - Home

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0 guillaume bottollier over 5 years ago in reply to FloSupport

Hi,

Just PM you the details, seems that XG stopped to retry the PPP authentification if it doesn't succeed after a certain amount of time.
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0 guillaume bottollier over 4 years ago in reply to FloSupport

Hi FloSupport

hi have this weird things happens again...

PPPOE interface is disconnected, nothing on the log about PADI/PADO/LCP.

Just clic on the connect button and the session goes up normally without any error... Any hint on this ?!
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0 Keyur over 4 years ago in reply to guillaume bottollier

Hi guillaume bottollier

Thank you for providing details through PM, we will look into it and inform you further.

Please allow us some time.

Regards,

Keyur
Community Support Engineer | Sophos Support
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0 jamesharper over 3 years ago in reply to Keyur

Has there been any progress with this? We have some customers that still use PPPoE connections and one customer in particular has had this happen 3 or 4 times this week.

Before this I thought that the problem was having when there was a long outage on the ISP connection, like maybe XG will try for 1 hour and then give up. Now i'm not so sure this is related. There appear to be some big time jumps in the logs too.

This customer has some punctuation characters in the credentials used for the PPPoE connection ("*" and "?"), and is running HA. I can't see any other things different from customers where this problem doesn't happen.

James
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0 emmosophos over 3 years ago in reply to jamesharper

Hello James,

Thank you for contacting the Sophos Community.

If possible please try creating a new post, not necessary right now.

Could you please send me by PM the output of the syslog.log and let us know the time of the issue, as well as a screenshot of the PPPoE interface configuration.

Do you have LCP failure enabled?

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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0 guillaume bottollier over 3 years ago in reply to emmosophos

hi emmosophos

"LCP echo interval" and "LCP failure" are activated by default with default values... they won't help reconnecting in case of pppoe disconnection, when sophos fails to reconnect.
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0 emmosophos over 3 years ago in reply to guillaume bottollier

Hello,

This issue is being investigated now for GES and Development under NC-62029

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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0 guillaume bottollier over 3 years ago in reply to emmosophos

emmosophos

Thank you for this update, i hope this issue will be quickly and seriously solved !
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0 GavinDaniels over 3 years ago in reply to emmosophos

Hey

Add in that this issue also affects V18 MR1-396 also

Regards,

Gavin Daniels. DipIT(Networking)
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