Troubleshooting PPPoE ISP Connectivity Issues

10/14/2021 989 23691

DESCRIPTION:

PPPoE connection setup is tracked in the log. Check the logs for messages to assist in determining the problem with PPPoE initialization. There are log messages regarding:

• PPPoE Discovery (Start/Complete)
• No Response from ISP Disconnecting PPPoE
• PAP/CHAP Authentication (Start/Success/Failed)

RESOLUTION:

Resolution for SonicOS 7.X

This release includes significant user interface changes and many new features that are different from the SonicOS 6.5 and earlier firmware. The below resolution is for customers using SonicOS 7.X firmware.

Attempt the following troubleshooting steps if you cannot establish an initial connection to your ISP:

• Ensure proper power connections. Ensure use of the correct SonicWall power supply if external (5V, 2.4A rating: except the TZ150, which is 12V, 1.66A).
• Check the WAN link light. If there is no link, check the cables to the DSL modem and verify the ports are OK.
• Try rebooting the DSL modem and the SonicWall. (Some modems require reboot whenever the SonicWall reboots).
• Ensure there is no DSL modem or line problem (PPPoE discovery not completing).
• Ensure the username and password is correct (authentication success or failure).
• Verify you get a proper IP lease :
  • Check Network |System| Interfaces page.
    
  • Ping the ISP gateway from Device|Diagnostics|Ping. If not, contact your ISP.
    
    
    
    
• Try connecting directly with another host or PC using the PPPoE client software supplied by your ISP. If this also does not work, contact your ISP for technical support.
• Ask your ISP if they have measures that prevent you from switching equipment. Your ISP may lock IP assignments to MAC addresses. If this is the case, provide your ISP with your SonicWall's MAC (Ethernet hardware) address. In most cases, this is simply your appliance's serial number.

See Also:

See the following relevant SonicWall Knowledge Base articles for additional information:

• Finding the Ethernet Hardware (MAC) Addresses of the SonicWall
  
  
  

Resolution for SonicOS 6.5

This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.

Attempt the following troubleshooting steps if you cannot establish an initial connection to your ISP:

• Ensure proper power connections. Ensure use of the correct SonicWall power supply if external (5V, 2.4A rating: except the TZ150, which is 12V, 1.66A).
• Check the WAN link light. If there is no link, check the cables to the DSL modem and verify the ports are OK.
• Try rebooting the DSL modem and the SonicWall. (Some modems require reboot whenever the SonicWall reboots).
• Ensure there is no DSL modem or line problem (PPPoE discovery not completing).
• Ensure the username and password is correct (authentication success or failure).
• Verify you get a proper IP lease :
  • Check on the Manage tab | Network | Interfaces page
  • Ping the ISP gateway from the Investigate tab | System Diagnostics page. If not, contact your ISP.
• Try connecting directly with another host or PC using the PPPoE client software supplied by your ISP. If this also does not work, contact your ISP for technical support.
• Ask your ISP if they have measures that prevent you from switching equipment. Your ISP may lock IP assignments to MAC addresses. If this is the case, provide your ISP with your SonicWall's MAC (Ethernet hardware) address. In most cases, this is simply your appliance's serial number.

See Also:

See the following relevant SonicWall Knowledge Base articles for additional information:

• Finding the Ethernet Hardware (MAC) Addresses of the SonicWall