Hey, we have been engaging with support a few times over the past couple of months for lockups/system hangs on balance 310 5G’s running 8.4.0. The units externally seem fine (lights all look normal) but they do not respond to anything internally or externally and require a power cycle to recover. This happens, if its going to, between 24 hours and 7 days running or so generally.
We have been given a few new builds but the issue is still occurring on several systems- one of the units running 8.4.0 build 5778 just did it this morning. We have exported the diagnostics and sent them through but I wanted to see what experiences other users are having and if any specific features seem to be triggering it.
The issue is there with units that are solely running on Cellular and also ones that were running with Cellular modems disabled. So it was not specifically to do with the type of uplink.
We are also running some on the 8.4.1 beta releases, RC1 came out today so we are updating to the RC1 for those. The 8.4.1 seems to be stable with this firmware type.
Hello Peplink Community,
The engineering and support team have been working with us on this for a while (Peplink Ticket#23120566); we have a test version monitored by the Peplink engineers, our support team, and the customer’s IT team. The fix looks good so far, though I’m unaware of the fix getting deployed into 8.4.1 beta or release candidate firmware versions. I cannot share the version firmware as we are on a customer release with the fix.
If anyone has similar issues, I’d recommend first raising a Peplink Support Ticket and checking before deploying any special release firmware.
All units that were moved to 8.4.1 RC1 have been up for more than 7 days, all the lockups only happened on the units we still had on 8.4.0s builds. So something that was changed in 8.4.1 seems to have fixed the lock-ups. The 8.4.0 builds could not stay online for more than 2-4 days at max.
We have moved all our B310-5G units to the 8.4.1 RC1 build and will see how it operates for the B310-5G HW2. Previously we had it running only on the B310-5G HW1 models, which is about 30% of our Balance 310-5G models
For us the issues with the B310-5G have been fixed since moving to 8.4.1 and we are running the latest GA release of 8.4.1 that is available for everyone now.
So 8.4.1 also experiences lockups?..do we know what the last actual stable version of this firmware was that we can downgrade to? I can’t have unexpected lockups occurring on mission-critical networks, I’m sure most would agree.
We are also seeing the same thing on multiple 310 5G’s in a customers estate, we have tickets logged I just wanted to add to the thread as it seems to be a widespread issue on this model/code.
We’re having the same issue in our tenants across the country. We’re seeing the 5Gs running really hot. One was so hot I couldn’t hold on to it. As a workaround, we’ve been mounting fans to now across the 5Gs, which has the temps under control, but some of the devices are still going offline.
What temps are you seeing in the interface/inControl for these devices?
Our units are operating between a temp of 43C to 75C according to the sensor in the units. The units that sporadically seem to lock up are not the ones that are hotter, so heat doesn’t seem an issue for our units.
We still have a ticket open for this issue, one of our units is running
8.4.1s025 build 5808 rest are on latest 8.4.1 normal release.
It still seems to happen randomly, sometimes we get up to 14 days up time before a lock-up happens and sometimes it happens multiple times in a day. We have enabled Watchdog Support on all our units, so in most cases a lock-up occurs it will automatically reboot.
The first one to lock up, was so hot that I couldn’t hold on to it. Since it was locked up, I never saw what temp it was at. The rest seem to be in the 72c range, so cooler than yours.
I still have an open ticket on this. They were looking to see if I was using an external DC supply and not the bundled PSU, but I am in fact using the bundled PSU and still experiencing the issue.
