SG-4860 unit with red led status and it shutdowns after a while
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Hello,
I got a huge problem on my side. A SG-3100 that I have in production, seems to have his OS corrupted, is showing red led status and is shutdowning after a while. I have already tried to connect through USB port console, but the pc doesnt detect any connection. I have tried with two USB cables and same result. I was following this document:
https://docs.netgate.com/pfsense/en/latest/solutions/sg-3100/connect-to-console.html
What can I do? this means that the firmware is corrupted? If yes, can you please provide me access to the latest firmware version?
Note: I have tried from two pcs and two cables, several combinations to try to get output from USB port. One of thos pcs, I have used before to get output through USB port, but now, no luck ...
Waiting for an answer,
Best regards,
Fábio Cabrita. -
You should contact Netgate Support here: https://www.netgate.com/support/. While they do charge for some types of software assistance, my understanding is they will work with you without charge on hardware problems with their appliances (such as the SG-3100), especially if the device is still within the warranty window.
I am tagging user @stephenw10 in this reply. He is a Netgate employee and can help you better than probably anyone else who frequents these forums.
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I don't actually get notified of those for some reason. I'll have to dig into the settings.
Anyway we have a have ticket open for this but it was actually an SG-4860 (the SG-3100 doesn't have a 'status' LED) and outside warranty so our response there is limited.
Steve
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@stephenw10 yes, it is a SG-4860. I tried to change the thread title, but I am unable now to do it.
After talking with netgate support, they have helped my throubleshooting this issue, in a very fast way!
Unfortunatly seems to be a hardware failure at is mainboard. I happean after a power cut, but there was an UPS holding this netgate.
My next step will be buying two firewalls with same specs to have a redudant and ready to deploy firewall.
I am getting old for this kind of 'adventures', now I have to setup a draytek router, with almost 10 vlans (even ISP uplink wan uses a vlan), where in this case I have never done it before...
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@stephenw10 said in SG-4860 unit with red led status and it shutdowns after a while:
I don't actually get notified of those for some reason. I'll have to dig into the settings.
Anyway we have a have ticket open for this but it was actually an SG-4860 (the SG-3100 doesn't have a 'status' LED) and outside warranty so our response there is limited.
Steve
There is a parameter for "notifications when someone mentions you" in the Settings section of your forum profile. Perhaps that is not set for you ???
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Ah, yes. I think I had to disable that at one time to reduce the noise.
Steve
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I will leave here all I have done along with Netgate support.
First of all, I tried to read through console port if there was any data being retrieved by the firewall (https://docs.netgate.com/pfsense/en/latest/solutions/sg-1000/connect-to-console.html), but nothing was received. I have connected that console port, and then turn it on till it shutdown, but no outcome.
After this , I made a NVRAM reset used for SG-series units:
• Remove power from the system.
• Remove the case and orient the system with the Ethernet ports facing you.
• Locate the NVRAM reset jumper located just the left of the CPU heatsink.
• On early models it is labelled J8, on later models it is labelled J10. Only one of the two will have pins and the jumper present.
• Move the jumper from pins 1 & 2 to pins 2 & 3.
• Power the system on. The STATUS and SATA LEDs will light briefly then go out.
• Remove power, move the jumper back to it's original position and reattach the case.But also no luck.
I really hope this info could help others, but one thing is for sure, I have received support from Netgate when there was 5 AM at their timezone, and we start talking through ticket support with gaps between 5 and 10 minutes. This is something I really appreciate, not leaving consumers to their luck, in very hard situations. Note that I didnt had a support contract, and start that ticket as a pfsense user with acommunity edition! And thats why I will buy again Netgate, in this case two XG-7100 units for high availability even being difficult to buy such devices here in Portugal.
Netgate
