Balance 1350 intermittently rebooting after upgrade to 7.1.0 build 2287

Product Discussion Peplink Balance
1

we currently have a ticket open [FCC Ticket #6956]. Can you please give an update as to why this device has been rebooting. this is our headend device and is causing company-wide issues.

Thanks

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2

Have you tried 7.1 firmware, you’re a bit down version?

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3

sorry, typo on my part firmware is 7.1.0 build 2287

4

@bschuler, Look like you opened a ticket with our partner. The ticket will be escalated to us when the partner needs further help.

Thanks.

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5

@TK_Liew I was informed that this has already been escalated to you guys. I will try to acquire the ticket number.

Thanks

7

@TK_Liew. This issue has been reported now for a week with no word from peplink. The issue is the master 1350 randomly reboots taking down all 80+ remote locations. This has only started since the latest firmware upgrade. We changed the HA setup to not fail back and this morning the master rebooted and failed to the slave. We will see if the slave stays stable or starts to reboot now. Neither Frontier nor I can look at the debugs, so we need peplink to get back to us ASAP on why this box is randomly rebooting! I can’t just roll back the firmware because, how will I know when I can retry a new firmware if I don’t know what is causing the problem?

8

@Alex do you guys have a way for us to get support quickly? I need eyes on my customer’s problem and this continued silence isn’t ok?

9

Can you boot the previous firmware?

10

@ahammond, our Support Team has been working with Frontier since the ticket logged on 28 March 2018, and suggested to downgrade the firmware for the time being as a workaround while waiting for Engineering Team to rectify the issue.

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11

I understand that you have been working on it, here is my problem. I can’t look at the debug and make a guess as to what is happening, nor can Frontier, nor can the customer. It is 100% up to you to tell us what is causing the reboot and from a customer perspective we have had nothing to tell them for days, about their head end unit reboot randomly, that is an issue!! I can ask the customer to downgrade their code, but when do I tell them to upgrade next? Are you guys going to id the issue and then tell us when you fix it so we can upgrade again?

12

I can ask the customer to downgrade their code

Yes, we captured the logs and have been diagnosing them.
In the meantime, in order for the device not to affect their business, we suggested our partner that we should downgrade the firmware since the previous firmware didn’t have this symptom.
Could you please arrange this for us?

but when do I tell them to upgrade next?

As soon as we figure out the cause of the symptom, we will let you know the next steps immediately.

Are you guys going to id the issue and then tell us when you fix it so we can upgrade again?

We’ve been trying to id the symptom, will tell you our findings and let you know the next steps.

Your understanding would be much appreciated.

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