InControl Public IP Addresses

[Tyronewaitrose]

My Peplink Balance 720 is trying to connect to an IP 54.254.186.173 through our firewall on tcp port 5246.

I assume this is a valid IP however this is not listed in the below link. Can anyone confirm if this is indeed a valid
and required Cloud Control IP. In addition is there some form of notification that is sent out from Peplink to advise of updated IP’s. Our firewall does not support domain-based rules. Or is there a way to force the device to use a specific destination IP.

Peplink Cloud Service Public IP Address List

In a situation where you have a firewall between the Peplink/Pepwave device and the Internet, you might not be able to access our cloud service such as InControl. Get through this, you need to add our cloud service IP addresses into the firewall allow list. Peplink servers’ IP addresses and services in JSON file format can also be downloaded from: https://download.peplink.com/resources/ip_addresses.json The JSON file allows you to download and process the list programmatically. You may also …

[sitloongs]

@Tyronewaitrose

Would you able to share us the detail firewall logs for the above ? We may need to further confirm the IP address and port involved.

P/S: Please make sure you hide your public IP when you post the firewall logs here.

[Tyronewaitrose]

See logs from Firewall. 172.17.59.38 is the private address of the Peplink Balance 720 box (this Nat’s) to a public IP. For the record that TCP port 5246

[sitloongs]

@Tyronewaitrose

Confirmed the IP address 54.254.186.173 is Peplink Remote Assistance (RA) server IP.

Do you have RA service turned on for your Balance device ? If yes, you can turn off the service.

Detail info regarding to Peplink Remote Assistance (RA) :

How to enable Remote Assistance

[Update - 8.3.0] **Starting from firmware 8.3.0, the user is able to define the Remote Assistance activation period (1 - 99 days), the default is 7 days. [image.png] Once it is turned on, you will see a message in the Device Event Log. [image.png] [End of the update - 8.3.0] When you create a support ticket with the Support Team, you might be asked to enable the Remote Assistance service in order for us to better diagnose the problem. To do so, please follow the following instructions: En…

[Tyronewaitrose]

Disabling Remote Assistance has stopped the connection attempts.

For info it is trying to connect to that remote access address on TCP/443 and 5246

Thanks

[sitloongs]

Yes, RA service will run using TCP 443 or TCP 5246.