Incotrol show offline even Peplink is still under warranty


I have a Peplink Balance 380 HW 6 with latest firmware (6.3.1), i have probe in my incontrol management and working fine before. But start yesterday its show offline in my incontrol.
I also tried to ping & result shown successful. No issue.
Any idea on this? showing offline in my incontrol even still under warranty. Thank you.

May I know oubound UDP 5246 was blocked on Balance 380 WAN sides? Please check and confirm.

ya, i was set allow any any in firewall rule. UDP 5246 doesn’t block

Please help to open ticket for us the take closer look. Please enable Remote Assistance for this unit as well.

Thank you.