Troubleshooting PPTP ISP Connectivity Issues

PPTP connection setup is tracked in the log. Check the log (Log > View page) for messages to assist in determining the problem with PPTP initialization. There are log messages regarding:

• PPTP Connection Initiated
• PPTP PPP Negotiation Started
• PPTP PAP/CHAP Authentication Failed/Success

Follow these troubleshooting steps if you cannot establish an initial connection to your ISP:

1. Ensure proper power connections. Make sure the correct SonicWall power supply is being used. The requirements for an external power supply are 5V, 2.4A rating (except the TZ150 is 12V, 1.66A).
2. Check the WAN link light. If there is no link, check the cables to the DSL/Cable modem and verify all ports are OK.
3. Try rebooting the DSL/Cable modem and the SonicWall. Some modems require reboot whenever the SonicWall reboots.
4. Ensure there is no DSL/Cable modem or line problem (no PPTP negotiations).
5. Ensure the username and password is correct (authentication success or failure).
6. Verify you get a proper IP address lease and can ping the ISP gateway from the SonicWall. If not, contact your ISP.
7. Try connecting directly with another host or PC. If this also does not work, contact your ISP.
8. Ask your ISP if they have measures that prevent you from switching equipment. The ISP may lock IP assignments to the specific MAC address of the previously connected firewall, router or PC.