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

guillaume bottollier

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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  • 0 in reply to emmosophos

    Hey

     

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

    Regards,

    Gavin Daniels. DipIT(Networking)

     

     
  • 0 in reply to guillaume bottollier

    hi 

    just had the failure, again and again.

     Step 1 / WAN port is Disconnected whithout ANY obvious reason !

    Step 2 / Just clic on the "Connect Now" without doing NOTHING else (NO modem restart, NO lack of xDSL sync...)

    Step 3 / a few seconds later :

     

    It's now URGENT we get a solution !

  • 0 in reply to guillaume bottollier

    Hello Guillaume,

    Thank you for the follow-up.

    Have you created a case with Support? I don't see you have shared one. 

    I do see DEV is working on this issue, but in order for me to bring your case to them I would need a Case ID, so I can escalate it.

    It seems they have identified what is causing this for the last update in NC-62029

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    please correct this bug asap , it's annoying a lot of customers

     

    Thank you

  • 0 in reply to Marco Romanini

    I am getting the feeling that this has been introduced from some of the recent HotFix updates in V17.5

     

    I have a customer with an XG230 running 17.5.MR9

    For 3 months from install, they have had no issue with PPPOE reconnect.

    In the last 3 weeks they have had 5 occurrences of PPPOE disconnect and failure to reconnect. Again logging into the web interface and pressing connect and the connection immediately comes back up.

    Customer is not on a DSL service, it is a Fixed Wifi service which has been stable for quite some time, their previous XG125 had no issues running several versions of 17.x on the same link.

     

    About the time that the SQL Injection hotfix was applied, and the external web access started with the additional authentication, this has begun happening.

     

    Regards,

    Gavin Daniels. DipIT(Networking)

     

     
  • 0

    Three of our customers have the same issue at V17.5.

    Any update?

  • 0 in reply to ShunzeLee

    Is there a workaroud ?

    Please let's stop kidding.

  • +1

    Hello All,

    If you are experiencing issues related to this, please raise a support case mentioning the tracking ID NC-62029 and also PM me with your support case number for further investigation and follow up.

    As a temporary workaround you can perform the following:

    • Set a specific time when the PPPoE link reconnects (May work for certain situations)
    • Manually save the PPPoE configuration or connect manually from the UI

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Hi,

    I haven't tried this yet as if i broke it an onsite visit would be required to resolve and that isn't possible at the moment (thanks COVID19!), but one idea I had was to inject "persist maxfail 0" into the pppd commandline, which would keep pppd running and forever retrying to reconnect instead of exiting after a link failure and having XG manage the reconnection (which is where this is going wrong). This could be done like:

    mount -o remount,rw /
    mv /usr/bin/pppd /usr/bin/pppd.orig
    cat <<EOF >/usr/bin/pppd
    #!/bin/sh
    /usr/bin/pppd.orig $@ persist maxfail 0
    EOF
    chmod +x /usr/bin/pppd
    mount -o remount,ro /

    The above is completely untested though, so could contain all kinds of typo's and other errors. Also, XG expects pppd to exit after a connection failure so it can clean up the old connection etc, so having pppd hang around and create a new ppp session when XG doesn't know this is happening could upset things and introduce all kind of strange behaviors, especially if you have a dynamic IP (do ISP's still do that?).

    And of course Sophos Support won't want to touch your device if you've been tinkering!

    James

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