(1) Check the configuration, compare it to configuration example in product documentation, and can’t find any error.
(2) Ask the customer to double check the user name and password. And he replied that both were correct.
(3) Since the previous firewall can work. So we push the previous firewall back on the network and copy data packet while it dialed up. From the tested data packet, we can see that the username is “xxx@xxx” and password is “xxx”, and they are different from those the customer provided before.
At this, we discussed with the customer again, and he finally found that the provided wrong password to us.
(4) We changed the dial password in USG6300, and supposed this should work. But still, we can’t dialer using USG6300. Then we copy data packets for USG6300, and compared to the packets for the previous firewall.
We found that for previous firewall, when it sent PPP LCP configuration request to ISP, there was only “Magic number” in option item.
But for USG6300, in option item, there was “Authentication protocol” sub-item besides "Magic Number"
As PPPoE Client, when USG6300 sent such authentication request in configuration request to ISP, ISP(PPPoE Server) will reject such request. But why USG6300 will carry such request?
Double check the configuration, and found that the configured was changed by the customer, “ppp authentication-mode pap ” was added. Then we got feedback from the customer that during last troubleshooting he added such command. If this command is added, USG6300 will send authentication request to PPPoE Server.
ppp authentication-mode pap //undo this command.
ppp pap local-user xxx@xxx password cipher xxxx
ppp ipcp dns admit-any
ip address ppp-negotiate
dialer user xxx@xxx
dialer bundle 1