Incotrol show offline even Peplink is still under warranty

Product Discussion Peplink Balance
1

Hi,

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 ra.peplink.com & ac1.peplink.com result shown successful. No issue.
Any idea on this? showing offline in my incontrol even still under warranty. Thank you.

2

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

3

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

4

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

Thank you.