How do I Purchase a Peplink License After My Warranty has Expired?

If you own a Peplink or Pepwave device, you may already be aware of their warranty renewal process. If not, you can read about it in detail here (see Renewal Policy). 

In cases where your device is outside of the 30 day grace period, you will need to supply something called a Diagnostic Report. This is a unique report that only the Peplink engineers can open and read. It is used not only to help diagnose device issues, but also to verify the device is operating properly. 

As long as the device’s operation is normal, the Report will pass Peplink Support’s test. If they find an issue however, it will cause a failure, in which case you may not be able to proceed with purchasing the warranty license. It is for this reason that we have implemented a new feature on our website. 

When you go to purchase a new warranty for your device, but you’re outside the grace period, you’ll be prompted to upload a Diagnostic Report. How exactly is that done you ask? There’s two ways to do this. Let’s take a look. 

Obtain Your Diagnostic Report through the Web Admin

First, we have the Web Admin method. If you are connected directly to your Peplink device via Ethernet or WiFi, and you can log into the web admin page, follow the steps* below. 

1. Open a web browser and log into the web admin page (default login is admin/ admin)
   • For Balance routers, the default address is 192.168.1.1
   • For Max and SOHO routers, the default address is 192.168.50.1
2. Navigate to the “Status” tab and confirm you’re at “Device” on the left (it should automatically load to this page)
3. Find “Diagnostic Report” towards the bottom of the page
4. Click “Download” (it may take a few moments to begin as it is loading the data)
5. Save this file (you will not be able to open it)

*For a video of these steps, see below. 

Obtain Your Diagnostic Report through InControl 2

Alternatively, if you are remotely located from the device, but have access to it through InControl 2, you can download from there. Follow the steps** below.

1. Log into your account at https://incontrol2.peplink.com
2. Select the “Organization” and then the “Group” your device is saved within
3. Select the device from the “Device List” here and you’ll be taken to the “Device Details” page
4. On the left, see the “Information” section and click the “Show All” link beside the “Device Name” – Additional details will be revealed
5. Find “Diagnostic Report” towards the bottom and click “Download”
6. A window will appear with a button that reads “Request for a report” – click this and wait while the request is sent to the device.
7. After a few moments, a “Download” button will appear – click on this and save the file. 

**For a video of these steps, see below. 

If you need assistance or have any questions about this process, please don’t hesitate to reach out to us. We’re available Monday thru Friday from 9am to 6pm CST via phone, email, or chat.