Remote assistance behind a firewall


#1

i have a new modem and have submitted a case requiring remote assistance. my modem is currently in my house behind my router/firewall. the instructions say " configure your firewall to allow the device to connect to the host ra.peplink.com". devices on my side of the firewall can connect to any outside address so i am not sure what is needed. are they saying that i need to set up a dmz or something so that ra.peplink.com can see my surf soho or does it really just mean that my surf needs to be able to see the outside world?

thanks,

greg


#2

Hi @indygreg,

Please PM me your support ticket number and/or the serial number of the device.

Thank you.


#3

i have looked for 15 minutes but i cannot figure out how to send a pm in this forum. no option in messages to create a new message and no option on your profile page to pm you. maybe new users can’t pm? can someone help me here?

greg


#4

Hi @indygreg,

I sent you a PM, please see contact information within.

Thank you Greg.