ROG Rapture GT-AXE-16000 - Need to fix 'ISP DHCP Configuration' error

[W1nter]

I really need ASUS to fix the "ISP DHCP Configuration issue" error in the ROG Rapture GT-AXE16000 that was introduced with the November 22, 2022 firmware update (3.0.0.4.388.21617). 

I'm continuing to have this problem with Frontier Fiber (USA, 1GB) regularly and the solution is to factory reset, re-run the September 13 2022 Firmware update (3.0.0.4.386.50168), and power cycle everything...and sometimes I have to do that more than once.

The November update contained an "improve connection speed with Verizon FiOS" (see release notes)--Frontier FIOS is the same animal, as Verizon spun off some of its FIOS service to Frontier years ago. So I think this may be related as it was this update that first broke my router last year.

Happy to help troubleshoot or test firmware if it would fix the problem.

[W1nter]

@jzchen - separate thread here to track the issue.

[jzchen]

Yesterday we noted you were going to update to the latest BIOS/firmware.  We’re you able to do this?  What is the current firmware version?  May I suggest, if you will, considering you mentioned that your AXE16000 is connected behind a Netgear router to try to start a fresh connection/setup direct to the ONT?

1.  De-power the ONT

2. Factory/Hard reset the AXE16000

- power switch OFF

- press and hold the WPS button while flip the switch ON

- watch the power LED, it will light up, once it turns off

- release WPS then flip power switch OFF

(it’s pretty quick, don’t expect it to take long)

Look at bottom of router and note down/memorize the last two characters of the MAC.

Disconnect your Netgear (whatever router you are using) connect AXE16000 preferred WAN port (what you want to use) to the ONT

power up ONT (should see 3 lights if Nokia ONT)

power up AXE16000

(I should have said this in the first place but I hope you have the ASUS router app).

Anyways on device/phone with ASUS router app connect WiFi to ASUS_XX where XX is last two digits/characters of MAC that I asked you to get.

Start the ASUS router app.  Select the appropriate option to set up router (I think it’s the top)

Where it has an image of router there is a Get Started button DO NOT WASTE TIME TRYING IT!

Use option just below Advanced Setup or something like that.

EDIT- I forgot it asks for type of connection it’s simply DHCP Server -End EDIT

You’ll need to decide how to set up your wireless SSIDs / SmartConnect

-If you want SmartConnect then DEselect the check box at the bottom because it is the opposite, asking if you want to separate SSIDs for 2.4 and 5 GHz.

Let me know if you have any issues, or if the bug persists after verifying the latest BIOS…

[W1nter]

@jzchen - I think this is fixed, and I'm good to go, but let me recap and see what you think - because this may solve the problem for a lot of people if we've worked it out!

1) With the ONT off, turn on the router, wait several minutes for it to get fully booted up, and then turn on the ONT.

2) Give the ONT a few minutes to power up

3) If neither of these things works, see if Frontier can replace the terminal, especially if you have one of the older white ones - thsi new black one that was put in is an FRX523.

4) If you still have problems, try @jzchen 's recommended steps here:

NOTE: Make sure you have the ASUS Router app installed and working on a mobile device and if possible update both the Firmware and Signature versions on the router to the latest version before you start the below steps. If you disabled Web Access From WAN, that will need to be re-enabled to allow the ASUS Router app to access the router in Advanced Settings --> Administration under the SYSTEM tab, at the bottom of the page:

1.  De-power the ONT

2. Factory/Hard reset the AXE16000

- power switch OFF

- press and hold the WPS button while flip the switch ON

- watch the power LED, it will light up, once it turns off

- release WPS then flip power switch OFF

(it’s pretty quick, don’t expect it to take long)

Look at bottom of router and note down/memorize the last two characters of the MAC.

Disconnect any other router you are using to temporarily get by and connect the AXE16000 the preferred WAN port on the router (what you want to use) to the ONT

power up ONT (should see 3 lights if Nokia ONT, Frontier will have two lights solid green and the third flickers green with Internet traffic)

power up AXE16000

Using the ASUS router app on your device/phone, connect WiFi to ASUS_XX where XX is last two digits/characters of MAC that I asked you to get.

Start the ASUS router app.  Select the appropriate option to set up router (I think it’s the top)

Where it has an image of router there is a Get Started button DO NOT WASTE TIME TRYING IT!

Use option just below Advanced Setup or something like that.

NOTE: when it asks for type of connection it’s simply DHCP Server

You’ll need to decide how to set up your wireless SSIDs / SmartConnect

-If you want SmartConnect then DEselect the check box at the bottom because it is the opposite, asking if you want to separate SSIDs for 2.4 and 5 GHz.

What do you think?  Does this capture it all?

[jzchen · Accepted solution]

A few notes:

Once you hard reset the router AiProtection is by default turned off.  (The Signature doesn't need to be up to date because it isn't even available to update when AiProtection is off).  

Similarly I'm not sure what the default setting is for access from WAN, enabled or not, but fresh from the box, as well as after a factory reset, ASUS routers broadcast an unsecured SSID of the format ASUS_XX, of which XX are the last two characters of the MAC.  (The reason this is important to note is in the next step).  I believe this is a Local Area Network connection (so access from WAN is not necessary).

On the ASUS Router app, the Get Started method MAY OR MAY NOT WORK!  Starting off with a new/pre-release maybe GT-BE98 Pro I had no idea what the problem was.  I tried each and every single WAN port one by one.  Lifting that (2 kg supposedly) router trying to take a picture of the QR code, then it failing to connect to the WiFi, was a PAIN.  Anyways I ended up manually connecting to the router via ASUS_XX, then realizing it was some sort of issue trying to detect the WAN afterwards.  Get Started with WAN No. 1, move WAN line, Get Started with WAN No 2, move WAN line, Get Started with WAN option No 3, none of them worked.  (Yes it was failing on two/multiple fronts, and being a pre-release model I had no idea what was going on, including whether Giggle Fiber service).  So I tried the Advanced Setup option.

Connection type you would have to know,  thankfully for Giggle Fiber (actually Cable Modem) and Frontier it appears to simply be a DHCP Service to your router/node.  (I am in Cali so West Coast).

I just provided as much from memory for the rest of the setup as I could remember, as it's pretty much up to you to set up your WiFi network.  Let's leave any nuances of what to set for these for another thread...

Thanks for sharing what worked for you @W1nter !  Glad you're able to use your (significant) investment!!!

[W1nter]

got it - thanks jzchen! Your note about WAN not needing to allow remote access for the ASUS app makes sense - yeah, as you describe the setup process does make a local network with the router.

Also really good to get these details about troubleshooting WAN port issues.  I've tried both the WAN ports on the 16000 and thankfully had no problems...but the Netgear I replaced the ASUS with had exactly that - you could only get one of their proffered WAN ports to work and the other wouldn't.

Thank you a TON for helping! And even offering to further help, which thankfully we didn't need. I couldn't have fixed this without your suggestions so I'm marking the latest from you as the Solution. 🙂 

[jzchen]

The ASUS Router app does need access from WAN enabled for you to access it when away from your local network.  (Sorry it wasn’t my intention to sway you to turn that off, just that any settings you try to make prior to a factory/hard reset are nullified by default post reset).

About AiProtection, I personally have that turned on.  Basically it’s part of that high cost you alluded too, might as well use it as it’s “free”.  It does make suggestions such as turning off UPnP as well as advising to disable access from WAN.  (I disabled UPnP as recommended, because I don’t game, and haven’t heard any issues from my son, who I believe rarely does game.  When did game become a verb?  J/K)

Regarding the WAN port it can be changed in the WAN settings.  It’s just a catch-22 you can’t get to the settings unless you do an initial setup.  (Unless someone here knows something I missed).  I suspect there is some bug with “Get Started” with certain models of routers, but with others works perfectly fine.  When it failed to work the first time on the AXE11000 (I was wondering a few things, whether it was due to Frontier, the ONT, or the fact that Get Started might not work).  I do believe I may have power cycled the ONT at that point, which then aligns with your advice to power on the router first, mine was already ON.  I then jumped to Advanced Setup.  Forget trying the multitude of WANs, (I don’t think there are only 2 available.  For example I do believe if wanted you can use a 1 Gig port as a WAN, that would free up the 2.5 G port if you happen to have a 2.5 G network, leaving two 10 G ports conveniently free.  (I had a 2.5 G backhaul set up prior to upgrading to a 10 G 8 port switch).  I don’t have the exact location of where this primary WAN setting is by heart, but you simply select the one that you want to move your WAN to, then click Apply.  The router will reboot and you need to move the WAN line to what you selected.  BTW-  I suspect your new ONT is sending your WAN signal through a 10 GbE port and you can match it with one of the 10 Gig ports on the AXE16000.  Then if your wallet can handle it take Frontier up on their latest 5 Gig offering.  A little over a year ago I was trying to twist my wife’s arm to get the 2 Gig service at $159.99/mo, but she wasn’t having it, and at that time 1 Gig was the max they offered at our home anyways, helping us to avoid that conflict altogether.   (We stay primarily with my elderly parents in a more convenient location, as well as they need some care).  I don’t think Frontier is the same FIOS, at least not anymore.  There is a Northern California ISP offering 10 G service up there (named Sonic interestingly, Hedgehogs and drive-in food instantly come to mind).  It’s, get this, $49.99/mo, or $59.99/mo with a landline!  I’ve been tracking their So Cal expansion (albeit a lot slower than my fiend and I hope), all the way up to them offering future service to the house right in back of ours!  Even a longer wait for us.  My friend is waiting for it in his city as he’s already signed up, and I’m still on not available.  He suggests I make good friends with the neighbor behind, possibly run Ethernet to share or something….

Anyways I was very sad to read about your not able to use the AXE16000.  I’m very glad you found us here.  I started on here as my appreciation to all the quality I received buying ASUS router products, and am even more motivated to be here for their gracious help with me building my home network, (at least within my limits of networking knowledge)…

[jzchen]

That Get Started button did not work on the GT-BE98 Pro, and from that experience I was able to set up the AXE11000 with Frontier by realizing it also did not work with it!

[W1nter]

Okay, thanks for this info!  Update for you. First, yes I did get the firmware/Signature updated yesterday, so we were current before I started this morning

NEXT:

I found in one forum that turning on the router first, waiting a few minutes and then turning on the ONT would make a difference.  I tried that this morning before the tech got here. It briefly threw the DHCP error then immediately went to CONNECTED and all was good.

The tech just replaced the terminal.  I did this same method of router on first, then terminal on, and now I'm good.

Except.

My speeds are much lower.  So this is the biggest problem solved and now a little one to mop up.

I'm going to try your above steps and then let you know how it goes!

[W1nter]

UPDATE:

Moving closer to the router brought my speeds back, so I don't think the speed drop from 900+ Mbps to 300-400Mbps was a function of the network.

Wi-Fi from the middle of the house or an Ethernet cable straight into the router produce the same results: