SG-1100 reset button does nothing, console port not recognized
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Hello,
My SG-1100 does not seem to respond to the reset button and the console port appears to be dead.
It started with trying to update to firmware 29.0.1 through the web UI. I received a message that the "upgrade failed".
- I tried the upgrade several times and got the same message.
- I rebooted from the web ui and the web page never connected (I tried to connect for over an hour).
- I pressed the factory reset button, held for 30s and the unit did not seem to respond. The docs say the lights should go out, but that never happened. It just shows the circle light on all the time.
- I tried the reset repeated including powering the unit on with the button held down for 1min, pressing the button immediately after powering on and holding for 1 min
- I connected to the console port and tried to boot from a USB drive, but I was using the wrong image, so that failed.
- I got the correct image, but now I can't connect to the console port and the reset button continues to do nothing.
Is it possible that I damaged the unit by trying to boot from the wrong image? Is there any other way to try to recover?
I would appreciate any help. Thanks.
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@recoveringchemist said in SG-1100 reset button does nothing, console port not recognized:
Hello,
My SG-1100 does not seem to respond to the reset button and the console port appears to be dead.
It started with trying to update to firmware 29.0.1 through the web UI. I received a message that the "upgrade failed".
- I tried the upgrade several times and got the same message.
- I rebooted from the web ui and the web page never connected (I tried to connect for over an hour).
- I pressed the factory reset button, held for 30s and the unit did not seem to respond. The docs say the lights should go out, but that never happened. It just shows the circle light on all the time.
- I tried the reset repeated including powering the unit on with the button held down for 1min, pressing the button immediately after powering on and holding for 1 min
- I connected to the console port and tried to boot from a USB drive, but I was using the wrong image, so that failed.
- I got the correct image, but now I can't connect to the console port and the reset button continues to do nothing.
Is it possible that I damaged the unit by trying to boot from the wrong image? Is there any other way to try to recover?
I would appreciate any help. Thanks.
When you say "I got the correct image", I assume you mean directly from Netgate Support? Because that appliance uses an ARM processor and cannot run any of the CE public images. If you downloaded an image from the web at a public link, those will never work. Just repeating this in case you were not aware. There have been other Netgate ARM appliance users that were unaware their boxes could not run the CE image.
If you did not obtain the image you are attempting to load directly from Netgate Support via an email link, then you should open a free TAC Lite support request with them requesting the correct image for your SG-1100 here: https://www.netgate.com/support/contact-support. You are automatically entitled to free images for your SG-1100 as it is a Netgate appliance. You make the request via email at that link.
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Yes, I finally read the instructions and opened a TAC ticket and downloaded the correct image file from the link they sent me. I haven't gotten to the point where I can see if that works, however because I can't log into the console.
I am using screen on a Mac Mini running the latest OS. I was able to use the console when I tried to boot from the wrong image, but I can't get to it now. The Mini doesn't see the device at all. I have verified that the USB port on the Mini is good and I have rebooted the Mini and the SG-1100. -
@recoveringchemist said in SG-1100 reset button does nothing, console port not recognized:
Yes, I finally read the instructions and opened a TAC ticket and downloaded the correct image file from the link they sent me. I haven't gotten to the point where I can see if that works, however because I can't log into the console.
I am using screen on a Mac Mini running the latest OS. I was able to use the console when I tried to boot from the wrong image, but I can't get to it now. The Mini doesn't see the device at all. I have verified that the USB port on the Mini is good and I have rebooted the Mini and the SG-1100.Okay. I'm tagging @stephenw10 in this thread because he is the Netgate appliance hardware guru
. He should see this tag shortly and drop in with a suggestion. -
Sorry I was out last week.
Were you able to resolve this? Do you see any output on the serial console at all?
Steve
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@stephenw10 Thanks for responding. I have not had any luck getting the console port to work. I tried different cables and USB ports, but the computer does not see the console port. I am assuming that the SG-1100 has suffered some kind of hardware failure. The fact that the reset button does nothing seems like a really bad sign.
Please let me know if you have any suggestions. I went ahead and ordered a replacement. Hopefully the new one will last more than 2 years.
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The reset button on the 1100 only resets the hardware not the config.
What LEDs do you see lit?
The Green Circle should always be lit, it's hard wired to power.
The Black Diamond is software controlled so if it does anything it shows it's at least partially booting. -
@stephenw10 All I see is the green circle. Neither the other lights comes on no matter what I do.
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Hmm, and nothing on the console still? The connecting computer doesn't even see it as a USB device?
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@stephenw10 No, the computer still doesn't see the console port.
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Hmm, not much we can do if the serial/usb device isn't even detected.
