BPL-021 time-out/offline

Product Discussion Peplink Balance
1

Hi, This is the first use of the Peplink product. I got this BPL-021 about a week ago and seems to have an issue to keep connected. Even though the device seems to respond to ping and all led shows green, the ic.peplink.com Control shows offline. And I got a notification telling that the device offline. What is wrong with this? do I need to exchange?

2

Need more info. What type of internet connection do you have? What do the event logs from the Balance show? What are the event logs showing on IC2?

3

Thu, Nov 15 19:00:52 System Device is offline, this is last event from IC control.

4

I also trying to login locally, but it won’t bring up the interface.

5

Do you mean you try to access the Web Admin of Balance 20 from LAN side but failed when the problem occurs? If so, are you able to ping the LAN IP of Balance 20 when the problem occurs?

Have you reboot the Balance 20 to recover it? Or the problem will be recovered by itself?

6

I tried that, doesn’t help. I just got about 81 emails notification between 12:11PM to 12:55PM. See the type: This is from the device notification:
This is an automated message generated from BLANCER (Peplink Balance 20: 1925-9152-XXXX running 7.1.1 build 3548).

Wed Nov 21 12:11:01 EST 2018

Current health status for all WAN:

WAN 1: Disconnected (Health check failed)

Mobile Internet: Disconnected (Link down)

Peplink | [ht}

Nov 21, 2018
and
This is an automated message generated from BLANCER (Peplink Balance 20: 1925-9152-xxxx running 7.1.1 build 3548).

Wed Nov 21 12:11:16 EST 2018

Current health status for all WAN:

WAN 1: Connected (IP: 192.168.12.10)

Mobile Internet: Disconnected (Link down)

Peplink | [http)

Nov 21, 2018
and this is from IC2 notification:

  • The WAN 1 on “BLANCER” (1925-9152-xxxx) in “Company” of “Company” is down on 2018-11-21 12:11

  • The WAN 1 on “BLANCER” (1925-9152-xxxx) in “Company” of “Company” is up on 2018-11-21 12:11

I have those email about 84 of them, I got that frequently. Not 24/7 just some period of time.

7

This is related to WAN stability issue. May I know the WAN up/down mostly happen between 12pm - 1pm?

8

No, all the time. I was able to login and look at the device and it shown 100% usage. . peplink-cpu-100. I also have network monitor on our network but our network seems not down while this is keep goes on and off.

9

@pcho

Please open a support ticket to allow support team to check on this.