EIA E0611P11

On-site feedback indicates that the same configuration works fine for authentication in another environment, EIA E0611P15.

During iMC EIA portal authentication, the page displays an error message: portal server failed to retrieve device information or the device did not respond to the req-info packet

1. For this type of error, collect Portal debugging-level logs during the authentication process and analyze them:

The logs show that after receiving the CODE_PP_DOMAIN_REQUEST message, the Portal Kernel did not send the req_info message. The issue lies on the iMC side, and the common cause for this scenario is configuration issues, often occurring when the IP address group referenced by the portal device port group does not include the terminal"s IP address.

It can be seen that the public IP and private network IP are different above. Generally, NAT causes the public IP and private network IP to differ (after acknowledging, load balancing was implemented on-site, and the client"s public IP became the load balancing IP after passing through load balancing). Without NAT, both the public IP and private network IP would be the client"s IP.

However, the address group on-site was not configured with NAT.

1. Change the address group to NAT type or disable the NAT configuration on the network side.

2. EIA E0611P13 introduced changes. Before this version, public IP was used for matching in such scenarios. P13 added a step to match based solely on private network IP if no match was found initially. Therefore, versions after E0611P13 can match address group ranges using private network IP even without configuring a NAT address group.