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PPPoE - Remote message: User not found. [RESOLVED]

Hi All,

When trying to configure the PPPOE i'm getting this error "Remote message: User not found."

but i'm sure the user and password are working fine, is there something i can do?

/Thanks

pppd 2.4.7 started by root, uid 0
PPP session is 5761
Connected to 00:00:5e:00:01:09 via interface Port9
Using interface Port9_ppp
Connect: Port9_ppp <--> Port9
Remote message: User not found.
PAP authentication failed
Modem hangup
Connection terminated.
Failed to disconnect PPPoE socket: 114 Operation already in progress
Exit.
INFO ; Jun 24 11:07:31Z ; SYSTEM ; ND_MAIN ; read received intrrupt EINTR;
INFO ; Jun 24 11:07:31Z ; SYSTEM ; CHILD ; Checking child 'Port9_ipv4pppoec'....DEAD;
WARNING ; Jun 24 11:07:31Z ; SYSTEM ; IPV4 ; Child 'Port9_ipv4pppoec' is dead. Restarting it...;
INFO ; Jun 24 11:07:31Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec: failure_time_diff=1;
INFO ; Jun 24 11:07:31Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec exit'ed in less than 5 seconds. I will restart this after 5 seconds.;
INFO ; Jun 24 11:07:36Z ; SYSTEM ; CHILD ; Restarting child;
INFO ; Jun 24 11:07:36Z ; SYSTEM ; CHILD ; Child 'Port9_ipv4pppoec' is Running now....;
ip_choose_hook is NULL
Plugin /lib/rp-pppoe.so loaded.
RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
pppd 2.4.7 started by root, uid 0
PPP session is 39491
Connected to 00:00:5e:00:01:09 via interface Port9
Using interface Port9_ppp
Connect: Port9_ppp <--> Port9
Remote message: User not found.
PAP authentication failed
Modem hangup
Connection terminated.
Failed to disconnect PPPoE socket: 114 Operation already in progress
Exit.
INFO ; Jun 24 11:07:36Z ; SYSTEM ; ND_MAIN ; read received intrrupt EINTR;
INFO ; Jun 24 11:07:36Z ; SYSTEM ; CHILD ; Checking child 'Port9_ipv4pppoec'....DEAD;
WARNING ; Jun 24 11:07:36Z ; SYSTEM ; IPV4 ; Child 'Port9_ipv4pppoec' is dead. Restarting it...;
INFO ; Jun 24 11:07:36Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec: failure_time_diff=0;
INFO ; Jun 24 11:07:36Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec exit'ed in less than 5 seconds. I will restart this after 5 seconds.;
INFO ; Jun 24 11:07:41Z ; SYSTEM ; CHILD ; Restarting child;
INFO ; Jun 24 11:07:41Z ; SYSTEM ; CHILD ; Child 'Port9_ipv4pppoec' is Running now....;
ip_choose_hook is NULL
Plugin /lib/rp-pppoe.so loaded.
RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
pppd 2.4.7 started by root, uid 0
PPP session is 48240
Connected to 00:00:5e:00:01:09 via interface Port9
Using interface Port9_ppp
Connect: Port9_ppp <--> Port9
Remote message: User not found.
PAP authentication failed
Modem hangup
Connection terminated.
Failed to disconnect PPPoE socket: 114 Operation already in progress
Exit.
INFO ; Jun 24 11:07:41Z ; SYSTEM ; ND_MAIN ; read received intrrupt EINTR;
INFO ; Jun 24 11:07:41Z ; SYSTEM ; CHILD ; Checking child 'Port9_ipv4pppoec'....DEAD;
WARNING ; Jun 24 11:07:41Z ; SYSTEM ; IPV4 ; Child 'Port9_ipv4pppoec' is dead. Restarting it...;
INFO ; Jun 24 11:07:41Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec: failure_time_diff=0;
INFO ; Jun 24 11:07:41Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec exit'ed in less than 5 seconds. I will restart this after 5 seconds.;
INFO ; Jun 24 11:07:46Z ; SYSTEM ; CHILD ; Restarting child;
INFO ; Jun 24 11:07:46Z ; SYSTEM ; CHILD ; Child 'Port9_ipv4pppoec' is Running now....;
ip_choose_hook is NULL
Plugin /lib/rp-pppoe.so loaded.
RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
pppd 2.4.7 started by root, uid 0
PPP session is 39665
Connected to 00:00:5e:00:01:09 via interface Port9
Using interface Port9_ppp
Connect: Port9_ppp <--> Port9
Remote message: User not found.
PAP authentication failed
Modem hangup
Connection terminated.
Failed to disconnect PPPoE socket: 114 Operation already in progress
Exit.
INFO ; Jun 24 11:07:46Z ; SYSTEM ; ND_MAIN ; read received intrrupt EINTR;
INFO ; Jun 24 11:07:46Z ; SYSTEM ; CHILD ; Checking child 'Port9_ipv4pppoec'....DEAD;
WARNING ; Jun 24 11:07:46Z ; SYSTEM ; IPV4 ; Child 'Port9_ipv4pppoec' is dead. Restarting it...;
INFO ; Jun 24 11:07:46Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec: failure_time_diff=0;
INFO ; Jun 24 11:07:46Z ; SYSTEM ; CHILD ; child: Port9_ipv4pppoec exit'ed in less than 5 seconds. I will restart this after 5 seconds.;



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  • Hi Falcons IT

    The first step would definitely be to verify if the credentials are being inputted correctly. You should investigate further, especially if your password uses special characters.

    PPPoE should be able to work without having to activate your appliance first. If you would like to test, you can always plug it to another connection first to activate, then test your PPPoE connection again.

    Please take SSH access of the device and Login to console and execute the command system diagnostics show syslog

    Save the PPPoE interface configuration and check the output command for PPPoE and share the output.

    You may also execute the command show pppoe connection status

    Please refer the below link and update the ppoe configuration : 

    https://support.sophos.com/support/s/article/KB-000035683?language=en_US

    Please keep us updated.

    Regards,

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

    If a post solves your question please use the 'Verify Answer' button.

  • Thanks Bharat, This information helped in identifying the issue and resolve it.

    Thanks for your help and time you spend reading to the logs 

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