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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.

  • Hi Bharat,

    Thanks for your help.

    i'm using a very simple password, nothing other than A-a-0-9

    /Thanks

    console> show pppoe connection status


    ----- PPPoE Connection Status -----

    Port9 : Disconnected

    console>

    system diagnostics show syslog

    Select Menu Number [0-7]: 4
    Sophos Firmware Version SFOS 19.0.0 GA-Build317

    console> system diagnostics show syslog
    Jun 24 14:07:03Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:03Z localhost kernel: [239516.902729] Port9_ppp: renamed from ppp0
    Jun 24 14:07:03Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:03Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:03Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:03Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:03Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:03Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:03Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:03Z localhost pppd: Port9: Exit.
    Jun 24 14:07:08Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:08Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:08Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:08Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:08Z localhost pppd: Port9: PPP session is 28538
    Jun 24 14:07:08Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:08Z localhost kernel: [239522.228578] Port9_ppp: renamed from ppp0
    Jun 24 14:07:08Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:08Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:08Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:08Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:08Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:08Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:08Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:08Z localhost pppd: Port9: Exit.
    Jun 24 14:07:13Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:13Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:13Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:13Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:13Z localhost pppd: Port9: PPP session is 39922
    Jun 24 14:07:13Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:13Z localhost kernel: [239527.434669] Port9_ppp: renamed from ppp0
    Jun 24 14:07:13Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:13Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:13Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:13Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:13Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:13Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:13Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:13Z localhost pppd: Port9: Exit.
    Jun 24 14:07:16Z localhost cish: session opened from console
    Jun 24 14:07:17Z localhost kernel: [239531.437041] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:18Z localhost kernel: [239532.444024] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:18Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:18Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:18Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:19Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:19Z localhost pppd: Port9: PPP session is 59294
    Jun 24 14:07:19Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:19Z localhost kernel: [239532.686148] Port9_ppp: renamed from ppp0
    Jun 24 14:07:19Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:19Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:19Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:19Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:19Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:19Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:19Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:19Z localhost pppd: Port9: Exit.
    Jun 24 14:07:19Z localhost kernel: [239533.472045] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:20Z localhost kernel: [239534.492083] mm_skb_destructor: it should be called only in case of skb purging on arp failure
    Jun 24 14:07:24Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:24Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:24Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:24Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:24Z localhost pppd: Port9: PPP session is 49871
    Jun 24 14:07:24Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:24Z localhost kernel: [239537.951338] Port9_ppp: renamed from ppp0
    Jun 24 14:07:24Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:24Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:24Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:24Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:24Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:24Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:24Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:24Z localhost pppd: Port9: Exit.
    Jun 24 14:07:28Z localhost kernel: [239541.996481] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:29Z localhost kernel: [239543.008287] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:29Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:29Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:29Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:29Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:29Z localhost pppd: Port9: PPP session is 9121
    Jun 24 14:07:29Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:29Z localhost kernel: [239543.185396] Port9_ppp: renamed from ppp0
    Jun 24 14:07:29Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:29Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:29Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:29Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:29Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:29Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:29Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:29Z localhost pppd: Port9: Exit.
    Jun 24 14:07:29Z localhost kernel: [239543.476556] pport_ratelimit_link_ksettings: 1 callbacks suppressed
    Jun 24 14:07:30Z localhost kernel: [239544.032316] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:31Z localhost kernel: [239545.052343] mm_skb_destructor: it should be called only in case of skb purging on arp failure
    Jun 24 14:07:34Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:34Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:34Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:34Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:34Z localhost pppd: Port9: PPP session is 19598
    Jun 24 14:07:34Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:34Z localhost kernel: [239548.457424] Port9_ppp: renamed from ppp0
    Jun 24 14:07:34Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:34Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:34Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:34Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:34Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:34Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:34Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:34Z localhost pppd: Port9: Exit.
    Jun 24 14:07:38Z localhost kernel: [239552.056448] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:39Z localhost kernel: [239553.084538] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:39Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:39Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:39Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:40Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:40Z localhost pppd: Port9: PPP session is 62523
    Jun 24 14:07:40Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:40Z localhost kernel: [239553.697523] Port9_ppp: renamed from ppp0
    Jun 24 14:07:40Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:40Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:40Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:40Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:40Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:40Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:40Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:40Z localhost pppd: Port9: Exit.
    Jun 24 14:07:40Z localhost kernel: [239554.108558] skbuff: IMQ: kfree_skb: skb->nf_queue_entry != NULL
    Jun 24 14:07:41Z localhost kernel: [239555.132592] mm_skb_destructor: it should be called only in case of skb purging on arp failure
    Jun 24 14:07:44Z localhost down_tunnels_on_iface(): down all connection using interface '11' and op ''
    Jun 24 14:07:44Z localhost ipsec_starter: expanding file pattern '/_conf/ipsec/connections/*.conf' failed: No such file or directory
    Jun 24 14:07:46Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:46Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:46Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:46Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:47Z localhost kernel: [239561.212725] Port9: link down
    Jun 24 14:07:47Z localhost ipsec_starter: expanding file pattern '/_conf/ipsec/connections/*.conf' failed: No such file or directory
    Jun 24 14:07:50Z localhost kernel: [239563.776789] Port9: link up
    Jun 24 14:07:51Z localhost kernel: [239564.591950] pport_ratelimit_link_ksettings: 1 callbacks suppressed
    Jun 24 14:07:51Z localhost kernel: [239564.846548] pport_ratelimit_link_ksettings: 1 callbacks suppressed
    Jun 24 14:07:54Z localhost pppd: Port9: PPP session is 34077
    Jun 24 14:07:54Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:54Z localhost kernel: [239568.355408] Port9_ppp: renamed from ppp0
    Jun 24 14:07:54Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:54Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:54Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:54Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:54Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:54Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:54Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:54Z localhost pppd: Port9: Exit.
    Jun 24 14:07:54Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:07:54Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:07:54Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:07:54Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:07:55Z localhost pppd: Port9: PPP session is 37950
    Jun 24 14:07:55Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:07:54Z localhost kernel: [239568.571758] Port9_ppp: renamed from ppp0
    Jun 24 14:07:55Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:07:55Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:07:55Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:07:55Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:07:55Z localhost pppd: Port9: Modem hangup
    Jun 24 14:07:55Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:07:55Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:07:55Z localhost pppd: Port9: Exit.
    Jun 24 14:08:00Z localhost pppd: : ip_choose_hook is NULL
    Jun 24 14:08:00Z localhost pppd: : Plugin /lib/rp-pppoe.so loaded.
    Jun 24 14:08:00Z localhost pppd: : RP-PPPoE plugin version 3.8p compiled against pppd 2.4.7
    Jun 24 14:08:00Z localhost pppd: Port9: pppd 2.4.7 started by root, uid 0
    Jun 24 14:08:00Z localhost pppd: Port9: PPP session is 41703
    Jun 24 14:08:00Z localhost pppd: Port9: Connected to 00:00:5e:00:01:09 via interface Port9
    Jun 24 14:08:00Z localhost kernel: [239573.887368] Port9_ppp: renamed from ppp0
    Jun 24 14:08:00Z localhost pppd: Port9: Using interface Port9_ppp
    Jun 24 14:08:00Z localhost pppd: Port9: Connect: Port9_ppp <--> Port9
    Jun 24 14:08:00Z localhost pppd: Port9: Remote message: User not found.
    Jun 24 14:08:00Z localhost pppd: Port9: PAP authentication failed
    Jun 24 14:08:00Z localhost pppd: Port9: Modem hangup
    Jun 24 14:08:00Z localhost pppd: Port9: Connection terminated.
    Jun 24 14:08:00Z localhost pppd: Port9: Failed to disconnect PPPoE socket: 114 Operation already in progress
    Jun 24 14:08:00Z localhost pppd: Port9: Exit.

  • Hi Falcons IT

    Seems the issue is from the modem router. It would be great  if you try PPPoE should be able to work without having to activate Sophos XG 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.

    Thanks and Regards

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

  • Thanks Bharat, but i didn't get the steps of needs to be done.

  •  Hi Falcons IT

    Is the same connection is working if you connect directly on your Laptop ?

    Thanks and Regads

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

  • Hi

    I didn't try it, but it's working on a normal router.

    i can try it now.

    Thanks 

  •  Hi Falcons IT

    Suspecting an issue with MAC binding from the ISP modem router it would be great if you review the current configuration with your ISP.

    Thanks

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

  • Hello there,

    Adding to what Bharat, has mentioned, make sure the password isn’t longer than 25 characters.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hi Emmosophos

    The password is just  a normal 7 char password, it looks like this ABcd1fGH

    i did try the following to see if we have MAC binding:

    Sophos Port9 MAC Address: 7C:5A:1C:A4:11:A8

    1. Configure Port9 with the PPPoE configuration
    2. Replace the laptop mac address to 7C:5A:1C:A4:11:A8
    3. Connect using the laptop and test the internet (connected and i can browse the internet)
    4. disconnect the PPPoE cable from the laptop
    5. connect the PPPoE cable to Port9 firewall and test
    6. got the same error

    /Thanks

  •  Hi Falcons IT

    Please confirm if MAC blinding is enable on the ISP provider router

    Thanks and Regards

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

  • Thanks Bharat 

    is there a way to work around this, or sophos doesn't support it?

  •  Hi Falcons IT

    Please get access to the upstream router or your ISP router and check whether MAC blinding is enabled or not. If you don't have access to the upstream router please contact the ISP to confirm.

    Thanks and Regards

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

Reply
  •  Hi Falcons IT

    Please get access to the upstream router or your ISP router and check whether MAC blinding is enabled or not. If you don't have access to the upstream router please contact the ISP to confirm.

    Thanks and Regards

    "Sophos Partner: InfrassistTechnologies Pvt Ltd".

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

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