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    Unable to connect anymore via puTTY serial over USB: no internet anymore and can't even reinstall

    Scheduled Pinned Locked Moved General pfSense Questions
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    • A
      Architekt
      last edited by Architekt

      I have a Netgate SG-5100 running pFsense 22.05 and I'm troubleshooting this on Windows 10. Everything was running smoothly since it came out, then around 2am today my internet just stopped working. I couldn't connect via the webGUI using the local IP (192.168.1.1) anymore, so with that inability to troubleshoot, I decided to plug my laptop into the microUSB port on the device itself, hoping to connect via USB over serial. I have done this in the past without any issues, but something is very wrong this time.

      I don't have squid installed or any other packages.

      Upon connecting, I hit enter and nothing appears. I hit space, same thing. I've tried entering 5 then enter (5 is the reboot option, I screenshotted the menu the last time I logged in just in case) but it doesn't reboot. I tried 8 (shell access) then enter but nothing displays.

      While connected, I held down the power switch on the device, then after it shut down, I pressed it hoping to see if I could see any boot-time messages: nothing whatsoever displays in the puTTY screen.

      My puTTY settings:
      Serial connection type
      COM4 (this is what is listed in device manager for the Prolific USB-To-Serial Comm Port driver)
      115200 speed
      8 data bits (default)
      1 stop bit (default)
      Parity None (default)
      Flow control XON/XOFF (default)
      and have verified that these settings are also what the Prolific device driver is set to.

      Then I thought, well, let's just do a full on reinstall of pFsense and see if that fixes this. So I inserted the USB drive with 22.05 on it into the device, and while connected still via puTTY, powered off the device then back on: Nothing whatsoever appears on the screen. I can't even reinstall the software.

      I'm at my end here, I don't know what else to do. I have internet: I'm typing this connected directly to my FIOS box instead of connected to the SG-5100 device. The device doesn't even seem to think that it lacks internet: the LEDs that normally would be red that indicate lack of internet aren't even functioning properly: they're green. Even with the cable unplugged to the FIOS box like it is right now.

      Edit: Regarding the LED lights, just to clarify, the middle LED doesn't even turn red to indicate that it's in the process of booting. If I shut it down then turn it back on, the LEDs instantly just show: nothing top, nothing middle, green bottom, and it never changes otherwise.

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      • A
        Architekt @Architekt
        last edited by

        I can't edit my post anymore, it keeps marking it as spam for some reason. I just tried to do a factory reset and even that doesn't work. As per docs, I unplugged power, then depressed the reset button in the rear (I heard an audible click indicating I had done so) for well over the documentation suggested 30s (about 1m) but again, the LEDs never changed: it never alternated flashing red/green. It just goes right to the same state (no light top/middle, solid green bottom)

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        • stephenw10S
          stephenw10 Netgate Administrator
          last edited by

          You should see output on the console from the BIOS even if pfSense isn't booting at all.

          The middle (status) LED should turn green once the system is booted. That does not indicate it has any upstream connectivity though.
          https://docs.netgate.com/pfsense/en/latest/solutions/sg-5100/io-ports.html#led-patterns

          The fact you see the bottom (power) LED go green shows it is powering up at least.
          That is also shown by the power button itself which has an led in it. That is red when the unit is in standby (powered off) and goes green when it's powered on.

          The first thing I would try here is using a different USB cable.

          Steve

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          • A
            Architekt @stephenw10
            last edited by

            @stephenw10 Thanks for the help. I managed just this second to get support to do a screen share (didn't realize this was even possible since I just have the free support) and support confirmed that my device is dead. So I'll be switching to a 6100. Mystery solved at least. Pleased that support was so responsive given I don't have an enterprise support subscription, had assumed it would take several days for a reply, let alone a screen share to confirm the situation.

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            • stephenw10S
              stephenw10 Netgate Administrator
              last edited by

              Urgh, well bad news on the hardware but always good to hear support feedback. 👍

              Steve

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