Ticket 785172 is still open and we have not heard anything since 07/02/18. We suspect the ticket has been abandoned by Peplink, although Remote Assistance is still on. I sent more information as to the situation via e-mail on on 07/02, 07/07, and 07/09 – without response.
Here’s the (very sad) situation with the Balance 20 … We know a bit more now since we found a computer on the LAN was inadvertently left on and is running TeamViewer. We were able to get into the B20 via the LAN-side. Here’s the situation:
- Both instances of PepVPN have not started. From the subject B20 we see “Creating tunnels …” and from the destination routers we see “Starting …” It has been this way for several days.
- Both WANS are shown to be up, although one showed the cable was disconnected a few times. (It was not. Both the Balance 20 and the IOGear wi-fi/ethernet adapter are connected with a short cat 6 cable, are on a good quality sine-wave UPS and no power failures have been reported.)
- There are several IOT devices on one of the B20’s subnets. Normally, these devices connect and disconnect from the internet periodically. Some, including both Honeywell thermostats, are presently shown as unreachable by their hosts but from the LAN side we can see they are on-line. We wonder if their attempts to connect are blocked as both WANs are marked as unavailable.
The WAN cable disconnects have been experienced numerous items and was the subject of the original ticket. The situation of PepVPNs failing to start has also been experienced before and has never been resolved. The situation of LAN client not connecting is new.
We are confident this router has a serious issue and either Peplink must revise the firmware or there is a hardware problem. We suspect the former.
So, two questions:
To Peplink: Is the ticket still active or has it been abandoned? I ask this question in the forum because it appears communications via the usual support e-mail address, as well as a PM, have failed. We’re confident a reset of the router will solve the problem – in the short term. If you want to see what’s going from the inside NOW is the time. Much will be lost when the device is reset. Absent further communication we’ll reset the B20 24 hours from now.
To other users of Balance 20s: Have you seen such behaviors as i describe? PepVPNs not starting, cables to WAN devices being reported as being disconnected when they are not? LAN devices not making outbound connections when the router presently shows both WANs to be healthy? I ask this because we need to make a decision as to the device that will replace this B20. Reliability is absolutely critical and this B20 is not.