SG-4860 Red status light and no console
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Hello,
I have a SG-4860 that has been running great for 3+ years, but has recently turned into a brick. The status light is solid red on power up, but eventually just turns off. I am unable to see any output via the USB console port. As far as I can tell this happened out of the blue, not during a reboot or any sort of update or power cycle.
Are there any recommendations for further troubleshooting? I have seen a few mentions of similar issues in the past, but no public resolution that I can find. I have checked the power supply voltage and reset the NVRAM via the board jumper but am not sure how to proceed from here with no console output. JTAG? Board components to check?
I have opened a support ticket but was told that it was out of warranty and was ineligible for support, but they would be happy to sell me a new piece of hardware. I would love to continue to support the organization by buying Netgate-branded hardware, but I can't see continuing to do that with a 2-4 year expected lifespan and such limited (or expensive) support options.
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Please open a ticket with us to discuss options: https://go.netgate.com/
Unfortunately we are limited in what we can do in that situation.
Steve
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Thanks for the reply, Steve. I did open a support ticket first, but was told my only option was to purchase new hardware (or pay more than I originally paid to have my 4860 board replaced). I was hoping someone in the community has seen a similar issue and been able to resolve/repair it.
I do understand that I am out of warranty and Netgate is under no obligation here, however I cannot justify spending $700+ on another appliance with a 2-4 year lifespan. I currently manage 1000s of commercial network devices and this sort of failure is unusual. This device saw very low utilization and was stored in a well-ventilated area, which makes be believe this is either some form of planned obsolescence or just poor quality/defective hardware.
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After doing a bit of research it looks like this is most likely related to the "Atom C2000 Series Bug" which is addressed (although not by name) here.
Netgate appears to have a replacement program that covers affected devices for up to 3 years, however this bug is most likely to cause a failure after 3 years. My device has failed just shy of the 4-year mark, so it looks like I am SOL.
If you are reading this and have a device that may be affected but still within the 3-year replacement period, I would recommend rebooting it early and often to make sure you are eligible for the replacement when the hardware does finally fail.
