Sync Present, Cannot Connect ADSL
Checks To Complete
Such situations are on the rise and are increasingly customer equipment related. If you have a signal from the exchange then it is up to the router to authenticate to start a session. The elements you need to check here are:
Restart the router
This may sound obvious, but to ensure that the software within the router is functioning, restart it.
Check the radius logs
The radius logs are available in your control panel, simply edit the broadband account in question. They will show you every attempt received by our servers from this connection including attempts with the wrong password.
Power down the router for 30 minutes
This is to help ensure that the router isn’t overheating and to help give the exchange software a chance to clear any stale sessions. Stale sessions are far less common than they used to be in the early days of broadband, but nevertheless we do find this tactic to be helpful.
Login to the router and confirm the settings are present
You have a signal from the exchange, so our systems are expecting the router to authenticate. The issue for a lack of authentication could be that the router has lost its credentials. For an ADSL connection, ensure the router has the following settings in place along with a valid username and password. It may be that a factory reset has occurred that you were unaware of.
Encapsulation: PPPoA (PPP over ATM)
Multiplexing: VC-Mux (VC based)
Try another router
Yes, the router may seem to be functioning normally, but if you can rule out hardware failure by trying another router you’re almost there in terms of ruling out fault within the customers control.
Connect using the test credentials
You should be able to authenticate using the following test credentials. These don’t interact with our network, but will authenticate with our supplier. This test is designed to help confirm that your router is able to authenticate, rule out issues with our network, and with elements of the BT authentication systems.
Username: [email protected]_domain
Password: (leave blank, or enter as ‘test’ if the router requires it)
These won’t allow you to surf, but they should connect (allow up to 5 minutes for this to connect). The router will gain an IP address if successfully authenticated. This is a good test that confirms the router works and that the exchange isn’t at fault.
Regardless of whether you get success with this, revert back to the correct credentials for this customer.
NOTE: It is not unheard of for this step to help. Either by authenticating with this test username you have triggered something with our suppliers system, or by re-entering your credentials your router has gained a new lease of life. We have seen this happen before and haven’t been able to fully understand it.
Run a KBD Diagnostics test
Through the control panel complete a Intrusive KBD diagnostic test. This can not only highlight a potential issue, but it will provide you with valueable information surrounding the last authentication attempt that the BT
Wholesale network received from the router. This can be helpful in showing that the router isn’t attempting authentication, or maybe it’s sending a username you weren’t expecting.
It is using the KBD diagnostic test you can proceed to raise a fault to our support team, but answering basic structured questions.
Sync Present, Can’t Connect Check List
- The router has been restarted by pulling the power out and being allowed enough time to complete
an authentication attempt?
- I have checked the radius logs in the control panel. Am I seeing any attempts?
- I have powered down the router for a minimum of 30 minutes without success. I can confirm that
the router is currently powered on.
- Have I made sure that my router will accept ICMP requests and will therefore respond to ping
requests as part of further testing?
- The make and model of the router connected to the line is:
- The following replacement routers have been tried on the line and also exhibit the same fault:
- The [email protected]_domain test username has been tried. I allowed 5 minutes for it to
authenticate. I observed the following: