SG-1100 Intermittent Reboots

jwt

Netgate has become aware of an issue with our SG-1100 product. Some customers have reported experiencing intermittent reboots. Based on return unit analysis, we have been able to isolate the issue to out of tolerance components that intermittently fail under specific heat-induced conditions.

While we strive for a zero failure rate on all products, there are always factors out of our control. We are working with the component supplier and our manufacturing partner to resolve this issue as quickly as possible.

Thankfully, thousands of SG-1100's have been commissioned without incident, and we are not seeing an exceptional return rate - even as a result of this sporadic issue. That said, if your unit is experiencing repeat reboot conditions, please contact support here.

As always, rest assured Netgate will do the right thing for our customers and the pfSense community at large.

johnpoz

While its always sad to see this sort of thing sneak through quality control - this sort of response is what make make me happy to be part of the netgate/pfsense community.

In the 10 some years I have been part of the community their commitment to quality is what keeps me here.

Thanks for the info Jim!

keyser

This is a textbook example of how these matters should be handled. Faults will happen, but the amount of time and trouble that can be saved from making this kind of info available is exactly why this community and the pfsense products are THE BEST :-)

Just out of curiosity, where is the quality issue located? The powersupply or maybe the flash storage?

jwt

@keyser it's power-related.

My supplier told me, that there will be no replacement until october 2019.
Is that true?

Because i bought a SG1100 and have to face that issue.

chrismacmahon

@DarthMaul1988
If you are having an issue, please open a support ticket with us, https://go.netgate.com include the NetgateDevice ID.

ztroop

I seem to be experiencing this issue. Another user referenced this topic:
https://forum.netgate.com/topic/144910/sg-1100-restart-loop-no-access

I did not opt-in for paid support, what are my options?

Derelict

Please contact support at go.netgate.com. Paid support is for configuration, etc., not hardware issues.

dcockrell

So, I had mine less than two weeks and noticed reboots. I opened a ticket and they said it had to be sent in. It was sent in a few days ago. Guess I should have done a little more reading but this is a little frustrating to buy something and it only work right for a few days. Any idea how long turn around is to get a replacement or whatever happens?

RamonFarron

This post is deleted!

Gil

The support from Netgate is excellent.
I have had 1 failure on an SG-1100 which was turned around to Australia within a month.

negate1

I think that most of agree that the support from Netgate is great.

trigidentities

This post is deleted!

@jwt Hello,
my SG-1100 spontaneously reboots every day since I bought it. In a day it makes three to five restarts and so I can't work well in the office with these interruptions. Today we are on the fifth reboot. I am in Sicily and it costs too much to send it to assistance in Austin. In Europe there is no service center and netgate, since it knows about the problem, does not even cover shipping costs. The support is excellent but unfortunately the logistics are not. Patience I keep it broken. :-(

keyser

@antonio-briguglio

I agree - while I applauded they recognised and made a public announcement about the issue, I have to agree this is a terrible way to handle it.
We bought a Netgate to have a working firewall - not to be forced to find another solution for the 2 -5 weeks turn around on sending it in.

Why on earth don’t they give us the option the make a deposit that is returned when they recieve the defective unit.
Just ship us a replacement if your own support declare it faulty and want it sent in.

dennis_s

@keyser @Antonio-Briguglio We always want to do right by our customers, please contact our support team to discuss the options we have for this particular issue.

@dennis_s @keyser ok thank you so much

kitsuneXOR

I have the same problem. I get disconnected from meetings etc throughout my work day. I will never buy a Netgate product again.

stephenw10

@kitsunexor I'm sorry you're experiencing an issue with your 1100.

It looks like we are working through it in support now.

The cause won't be the same as what is discussed in this thread because there have been hardware changes to prevent that since. The symptoms may be the same of course.

Either way that device is in warranty so if it is determined to be a hardware issue we can get it swapped out for you.

Steve

squigley

@stephenw10 Hi Steve, what about devices that are out of warranty? You get to buy a new one at full price?

stephenw10

If you have an 1100 with spontaneous reboots you should open a ticket to discuss options:
https://www.netgate.com/tac-support-request

Steve