Troubleshooting

Sometimes customers may experience abnormal slow throughput result or packet dropped, which usually turns out to be caused by auto-negotiation issues and having duplex mismatch. By default, Peplink devices use auto-negotiation to speak with other Ethernet devices such as T1 router, DSL modem, switch or firewall. It is possible that some devices do not perform auto-negotiation in the way which is fully compliant to the standard or fixed speed and duplex configured and thus causing connectivity problems with our device. One good solution is to turn off auto-negotiation with fix the port speed and duplex of the Ethernet port of devices manually. In the best case, this should be done to both devices involved, even though fixing the speed at one end (device) may work. When a static speed is set...

Starting from firmware 5.4, Balance 305, 380 or above support admin password reset via the LCD panel. Admin password can be reset under Maintenance > Reset Admin Password on the LCD panel. Once confirmed, admin password is reset to the default value: admin and we can then login to the unit and change it to a new password as desired. It is a good practice to keep a safe copy of your admin password for future reference.

When you create a support ticket with the Support Team, you might be asked to enable the Remote Assistance service in order for us to better diagnose the problem. To do so, please follow the following instructions: Enable for Peplink Balance, MAX, FusionHub, and Surf SOHO Devices using Firmware 6.0 or above Login your Web Admin Interface as an administrator. By default, it is set as: 192.168.1.1 (Balance) 192.168.50.1 (MAX and Surf SOHO) Click the “Turn on” link under “System Information”,  as specified by the following screenshot: Devices using Firmware 5.4 or below Login your Web Admin Interface as an administrator and type the following on your web browser, replacing the “IP of your device” field with your device’s web admin access IP address. By default, it is set as 192.168.1.1: http:...

We have written this quick walkthrough to help you properly configure your firewall rules. Configuring the proper port number Each session involves a client connecting to a server.  Often, the PC is the client, and the HTTP server is the server. Due to the nature of the TCP/UDP protocol, the client application (PC in this example) uses a random port number (from 1024 to 65535) to transmit to the server. Therefore, the client application will send traffic with a random source port to TCP port 80 of web server. In the above example, the Bad Rule would only block sessions from source port TCP 80. As client application will use random ports 1024-65535, all traffic heading to 24.180.49.139 with TCP 80 would still be allowed, essentially defeating the purpose of the outbound rule. However, if yo...

Go through the following steps to obtain a Diagnostic Report from a Pepwave AP device: Connect to the Web Admin Interface with a web browser. Go to Command > Misc. Click the Proceed button under the Download Diagnostic Report field. A prompt will appear for saving the file containing the Diagnostic Report to your computer.