Catastrophic “melt down” of SG 5100 looking for some very much needed advice

candybars

Attachments:

https://www.dropbox.com/sh/n0bjww7tjo97h16/AAA7yQlQcl8TqT3PZV3Jk9rNa?dl=0

https://www.dropbox.com/sh/nd54c8atqof5vm9/AACDDH6-DTCqiXmVZt3MLTqwa?dl=0

heper

@candybars
i saw your screenshots of your attempts to connect to the device. I don't own one myself, nor do i own any apple devices.

why are you trying to open connections to a device that doesn't exist??
your list:

/dev/tty.usbserial
/dev/tty.usbserial-1440

then you try to connect to:

screen tty.usbserial-1411 115200

above doesn't make sense because 1411 does not exist on your apple computer .... 1440 however does exist.

also, i doubt you have the correct driver installed

enjoy

viniciusmerlim

This post is deleted!

candybars

@heper
Once again thank you for offering help I do appreciate it. I’m actually doing these things with zero understanding, so without any background I can only follow the one email response from Netgate with links and advice here.

I tried what you proposed and am getting “no such file or directory”. I actually had a Netgate specialist remotely try to do this, but he says the motherboard is ruined. He also first was able to get to the root and was optimistic but then he got back to me with this news.

I used the drivers on the Netgate website but honestly I can’t remember what I did and did not install Any more I tried so many things.

Also, I had crashed for a while but since Netgate decided not to honor neither warranty or my support agreement (for which I was refunded only by my cc company as they determined selling me a year supper 24/7/365 and informing t me I don’t get it any more after 2 weeks is fraud. I don’t even know if they had to return the money, I do know that as they informed me, they ignored all tickets about hardware or software (i only opened a couple there was no point) as they stated they would.

I’m trying to get to someone who is neither sales or support to try to get my warranty coverage for once, but so far not successfully. Unfortunately, they take advantage of the fact I’m on the other side of the world and also not healthy.

If anyone has any Contact details of someone higher up or in a different department, I’d appreciate those here or at candybars_2001@yahoo.com. Otherwis” , I will have to start with consumer protection groups and go from there. It’s incredible in my mind that I am in this place with the “brand” and not a nockoff, but there we are and it’s where I draw the line.

I’m stuck since this happened with my phone as my only source for calls,
Browsing, tv streaming and all other communications because setting my model up with Nat will now allow me to go back ( they stopped giving out public ips any more...).

My case is ignored here at least people are trying to help, i hope they will come around even if it’s to avoid their own discomfort.

Thanks again !!

Gertjan

and what about the

screen tty.usbserial-1411 115200

As heper said : "1440" was an example.

@candybars said in Catastrophic “melt down” of SG 5100 looking for some very much needed advice:

but he (Netgate employee) says the motherboard is ruined.

Did he saw it ? By you showing him pictures ? You make pictures of a lot of things, but not the thing that is broken.
And if it is broken, visibly, why trying to make it work (?).
If a device like a SG 5100 is out of warranty, they (Netgate) would like to see it. It will take a couple of $$ to send it over, and they would be able to tell why it's dead - what happened. At worst, you would be able make effort in the future to protect the (a) new device better. They can do more. I've seen it a lot on the (this forum), for the last decade.

Example : electrical damage : even from the day one, the day you receive a device, you have to power it up using the power brick that came with it, using 230 V (if that's your voltage) using 50 hz (if that your frequency). Going out of range (not your fault, I presume your not making your own electricity) voids (makes null) the warranty. These are consumer rules. Most probably known everywhere.
You have an UPS : good ! but that doesn't remove all the risks, it just lowers the risks.
Worse : I've seen 'first class' APC UPS's outputting over 490 V AC, thus destroying everything hooked up to it. A good case of "bad luck". My 'bad luck' as I could put the blame onto some one else.
Again, these are just examples.

candybars

@gertjan
First of all, thank you once again for Taking the time to follow up and try to help repeatedly, it is far from obvious and I’m grateful.

Re this command I did run is again but without “screen” before it outputs “command not found” so as layman I am assuming Thant these are the variables that the screen plugin uses but connect me if I’m wrong and it should somehow be running as in your screen shot and if there is anything to do for that to happen that I missed. With screen before I did run it and in the linked folder there are screen shots and a video that shows that it does not find such directory. Let me know if I missed anything please.

Re the device, I’m sorry to say but Netgate has treated me with no less than fraud and in fact as I think I said, the only reason after investigation from chase that I got my usd 400 back from chase and not Netgate after 2 weeks of the year that I was told any ticket I open will be ignored and so it was and always deleted, was that chase fraud stepped in and determined I was defrauded.

I read what you said about the maintenance not always being enough and I’m sure you’re right, but I’ve had this device rebooting itself for no reason many times and when I tried to open any kind of ticket it was immediately closed and I’m not sure if marked “resolved” and then deleted, or just deleted immediately.

This particular ticket is still in the system I believe because I keep reopening it. I did it yesterday and now they’ve marked it as resolved (you can see my last message abs then resolved around 2 hours ago, I take copies of this and will again reopen).

The last remaining ticket on the system before this one is from September, where I highlighted the seriousness of their unilateral message that my service agreement and my warranty would be ignored. When the 2 weeks of service were started, things did not work out the way they had told me and I was left, like now; without internet service for a week. Whether they knew something was wrong, didn’t do things correctly because they only used the device login and not the access points with remote client I gave them to check it out I don’t know. I do know that 5 minutes before I was supposed to receive a call after waiting for a week, Scott the head of sales sent me t this email, and supposedly the tone of voice in my email (I was not allowed to talk to him on the phone), the hours they thought that were over spent (I bought 365/24/7 and nothing worked for a week) were above the “limitless” service they sold me (what they told chase and were denied), or that they may have found some hardware issue back then and that was why they disappeared for a week. The way they work is via 7 day shifts, so your case gets forwarded after a week and in my case one tech said the other was totally wrong, deleted abs redid what the first one made and vice Versa. This is what they told me, I assume that with the senior people they preferred dropping the blame on me than I each other.

If you want to see this, I attached also again the closing of this case now, the remain from August as it appears on their system, and the list of cases non till how.

So, I ordered this in March of 2020, received it in delay because of Covid not sure when ( I think end of March), but it was in use as a Natting device pretty much until August (just what the wizard gets you to), Because I was able to get one of the last public ip accounts from my isp, which is why I’m stuck now as I don’t have a device that does the natting properly (just wireless APs). In theory, had it been honored my warrenty would have ended just around the time this event took place give or take a few days.

In reality, not only did this case get one standard message with a link to the registered (vs open source) copy of the formware, and no responses since, anything from end of august until now was a breach of service agreement and warrenty. So since they closed my case again and don’t respond in any other way, and on the phone it’s impossible to get eanyone outside sales abs support that won’t talk to me, I am forced to open this with the consumer bureau, and will follow that they suggest. If anyone knows of social media sites or groups that have dealt with Netgate, you are welcome to email me at: candyabars_2001@yahoo.com

I was seriously worried that they would somehow block me remotely and also I have medical condition that required a lot of attention during Covid, but now that I am Bette and vaccinated, and that they not only violated any responsibility that a manufacturer and service provider and did not breached the law, I really believe that they either knew of a defect or at the very least causes this result, by simply deleting my cases.

In this thread you can see one of their techs kindly offering me support by opening a case, yet as you can see, this is not supported when they closed it 3 times already without a responding.

It’s unfortunate that this company does not stand behind their word and the law. Their excuse back in august that my email was “impolite” in, just insisting they don’t leave me without internet service because of a bad fix they did, not that it’s relevant to their liability, it really is astounding and not something I will let go.

Honestly, I’m surprised just from their own self interest motives, how they can be so unwise as to open the door for my the risk of this future complaint rebounding. They seem to be focused on the nickel so much.

Meanwhile my iPhone access point is the replacement to a firewall, at least no repeated crashes and reboots.

Thanks and sorry for the long explanations, it seemed I wasn’t clear enough and I hope some people accidentally tumbling to this find it important or if there is anything else that i missed. I can say I got a buch of emails le that support and have had negative interactions and more. Anyone like that ow more than welcome to email me I was too afraid to write anything here about the whole experience for the longest time.

See linked folder for all references documents and the video I took for the command running

Thanks a lot.
@gertjan
First of all, thank you once again for Taking the time to follow up and try to help repeatedly, it is far from obvious and I’m grateful.

Re this command I did run is again but without “screen” before it outputs “command not found” so as layman I am assuming Thant these are the variables that the screen plugin uses but connect me if I’m wrong and it should somehow be running as in your screen shot and if there is anything to do for that to happen that I missed. With screen before I did run it and in the linked folder there are screen shots and a video that shows that it does not find such directory. Let me know if I missed anything please.

Re the device, I’m sorry to say but Netgate has treated me with no less than fraud and in fact as I think I said, the only reason after investigation from chase that I got my usd 400 back from chase and not Netgate after 2 weeks of the year that I was told any ticket I open will be ignored and so it was and always deleted, was that chase fraud stepped in and determined I was defrauded.

I read what you said about the maintenance not always being enough and I’m sure you’re right, but I’ve had this device rebooting itself for no reason many times and when I tried to open any kind of ticket it was immediately closed and I’m not sure if marked “resolved” and then deleted, or just deleted immediately.

This particular ticket is still in the system I believe because I keep reopening it. I did it yesterday and now they’ve marked it as resolved (you can see my last message abs then resolved around 2 hours ago, I take copies of this and will again reopen).

The last remaining ticket on the system before this one is from September, where I highlighted the seriousness of their unilateral message that my service agreement and my warranty would be ignored. When the 2 weeks of service were started, things did not work out the way they had told me and I was left, like now; without internet service for a week. Whether they knew something was wrong, didn’t do things correctly because they only used the device login and not the access points with remote client I gave them to check it out I don’t know. I do know that 5 minutes before I was supposed to receive a call after waiting for a week, Scott the head of sales sent me t this email, and supposedly the tone of voice in my email (I was not allowed to talk to him on the phone), the hours they thought that were over spent (I bought 365/24/7 and nothing worked for a week) were above the “limitless” service they sold me (what they told chase and were denied), or that they may have found some hardware issue back then and that was why they disappeared for a week. The way they work is via 7 day shifts, so your case gets forwarded after a week and in my case one tech said the other was totally wrong, deleted abs redid what the first one made and vice Versa. This is what they told me, I assume that with the senior people they preferred dropping the blame on me than I each other.

If you want to see this, I attached also again the closing of this case now, the remain from August as it appears on their system, and the list of cases non till how.

So, I ordered this in March of 2020, received it in delay because of Covid not sure when ( I think end of March), but it was in use as a Natting device pretty much until August (just what the wizard gets you to), Because I was able to get one of the last public ip accounts from my isp, which is why I’m stuck now as I don’t have a device that does the natting properly (just wireless APs). In theory, had it been honored my warrenty would have ended just around the time this event took place give or take a few days.

In reality, not only did this case get one standard message with a link to the registered (vs open source) copy of the formware, and no responses since, anything from end of august until now was a breach of service agreement and warrenty. So since they closed my case again and don’t respond in any other way, and on the phone it’s impossible to get eanyone outside sales abs support that won’t talk to me, I am forced to open this with the consumer bureau, and will follow that they suggest. If anyone knows of social media sites or groups that have dealt with Netgate, you are welcome to e

https://www.dropbox.com/sh/7as0x9ggemtuusm/AACv9b0ISrIhtK0pG-cMq34ta?dl=0

candybars

@gertjan

I Missed a couple of your points with my long essay so see responses with tour questions:

@gertjan : but he (Netgate employee) says the motherboard is ruined.
Candybary: It’s not a Netgate employee they don’t talk to me. It is one of their global partners that checked it

@gertjan : Did he saw it ? By you showing him pictures ? You make pictures of a lot of things, but not the thing that is broken.
@candybars: it’s not physically broken no it died when I uploaded a backup I’d made an hour earlier

@gertjan : And if it is broken, visibly, why trying to make it work (?).
See above
@gertjan : If a device like a SG 5100 is out of warranty, they (Netgate) would like to see it. It will take a couple of $$ to send it over, and they would be able to tell why it's dead - what happened.
Candybars: see the links I sent you. They don’t respond to me and as of August they are not answering my mails; ceases, calls, it’s not about shipping it (and it’s quite expensive to ship btw) It’s not even about letting them check it. They exist as if I don’t exist so there is nowhere to send or fix

@gertjan :At worst, you would be able make effort in the future to protect the (a) new device better. They can do more. I've seen it a lot on the (this forum), for the last decade.
Candybars: I made every effort to take care of it including trying to open tickets. It was connected to a ups in a well ventilated communication cabinet but they decided that my email complaint in August means I get no service ever. The service contract was determined as fraud by credit card company. Now I have to deal with this. I would be grateful if you could send here or to my email examples or links of what people were saying. I think they think they are above the law.

@gertjan Example : electrical damage : even from the day one, the day you receive a device, you have to power it up using the power brick that came with it, using 230 V (if that's your voltage) using 50 hz (if that your frequency). Going out of range (not your fault, I presume your not making your own electricity) voids (makes null) the warranty. These are consumer rules. Most probably known everywhere.

Candybars: It’s always at 230/hz

https://www.dropbox.com/s/id0cknieb36ntjc/Photo%20Apr%2016%2C%2012%2015%2035%20AM.png?dl=0

@gertjan: You have an UPS : good ! but that doesn't remove all the risks, it just lowers the risks.

Candybars:that’s right but it certainly does not allow them to ignore my warranty all this year and tdelwte my tickets as they said they would abs probably donated to this getting worse. I will copy paste the email I got from them at the bottom so you can see the last communication except for the one email about this image file.

@gertjan: outputting over 490 V AC, thus destroying everything hooked up to it. A good case of "bad luck". My 'bad luck' as I could put the blame onto some one else.
Candybars: there are multiple devices on this ups nothing happened to any of them and this has issues forever. It’s not the ups

Now not as a Link This the head of emails message to me after a week without internet and a service contract 2-2

Here is the copy of that message 3 months after bought and 2-3 weeks into a service agreement. After this again all my tickets deleted on the spot (I gave up trying, one call I was hung up on and no ability to reach no sale of tech support. The money for the service contract was deemed fraud and refunded by my cc insurance. The device was already too late to dispute the transaction however this is criminal behavior and whether he thinks I was polite or not (and I was he was writhing much worse than impolite), has no baring on his responsibility for service abs for sure warrenty and nothing says that it’s any kind of cause to keep doing this

If anything they have acted in a bullying and terrorizing way from the start. When I purchased the service contract (for single home user), the guy I talked to Re commended the basic not the phone service and said when appropriate of course it would be over the phone. When I called them the first time after setting it up, they yelled at me as if I was a criminal. Also they didn’t allow me to upgrade to phone service in the last week with no response.

Here is the final email

The email

On Wednesday, 19 August 2020, 18:24:09 EEST, Scott Davis support@netgate.com wrote:

—-(my name),

Based on the messages you have sent us today and the abusive tone in which they were delivered, combined with the multiple hours and days we have spent trying to get you working only to have you mostly ignore our instructions, I am now revoking your support and advise you to not contact us. Your threats are not taken well and based on what has been said in your correspondence, we will no longer be able to assist you.

Any ticket you send us will not get a response as you are no longer eligible for support

heper

@candybars

so this thread has been going on for 5 days now....

you don't seem to be able to follow the help people on this forum provide.
you don't answer all the questions that are asked
you post screenshots of random things that are not useful on a community forum
you do however keep pointing out that you are a victim of bad customer support.
your post are a zillion lines long. nobody has got time for that

do you actually want help? or do you just want to complain?
you state you are a "layman". That wouldn't be an issue if you just read and follow instructions provided by others.

candybars

@heper
I’m sorry to say, but what I posted was everything suggested here, and if I missed a question then please enlighten me, as you seem to make generalized statements that lack any foundation. However, I will address your claims Because what they did was much worse than what you summarized. Both chase and PayPal determined they defrauded me and the service amount after only 3 weeks took me months to get back because they refused.

On you claim that I didn’t follow all the advice PLEASE SHOW ME A SINGLE Command OFFERED, THAT I DID NOt ATTEMPT AND SCREEN SHARE. Your accusations are really cruel and found less, sounds like how they “throw off the bus” perhaps there is a link.

Still, I will establish all of my claims with facts that I was too scared to Share since August and this time without even hiding my name.

As for the 4 nights I spent trying to make this box work, I still followed advice after a global partner of Netgate in remote session of over an hour determines by then the motherboard was dead and requires replacing the whole device. I’m not going to tell you who
This is or show it to you, but it is there.

I can tell you that I’ve filed complains with various regulatory authorities, because the fact is that since 8.5 when they sent that email, they not only left me with no service or refund, but also no warrenty and all via fraud for pure greed amounting to dimes for them (or should I say “you”). All my cases, mostly to do with these resets, were deleted immediately post opening and that is criminal tampering of evidence and almost all were warrenty related. This, after both chase and pay pal determined that that the $399 would be refunded (they submitted 60 pages why not) and that it was a fraudulent charge. They committed for a year yet after 2 weeks deserted me with a non operating device I had to spend endless time to learn how to get to work
hundreds of hours after no response was ever received.

The only case that was addressed in one email is the only one that got one response perhaps because they needed to give me my image file, perhaps because Steve here on their behalf said to open a case. Since then it was closed 5 times and the last one they stated was a because of the statement of Scott that we determined as fraud. And we are taking about a half warranty hard are issue.

For a few pennies that were inefficient work alternating weeks and never lookig at my output, they got me after 2 week of service to where is east before almost the same spot just not working. Since then I’ve been a slave to this and it kept resetting itself last time was truly the last.plus if they’d not deleted my cases then they may have been able to prevent this.

In my screen shots are all the commands but in this special folder I made for you are: the email from Scott that a 365 day 24 u7 plan was done after 3 weeks and with it my warranty as I had not heard from them since, the list of cases non since the September is what they got from the bank or sent, the current case after closed 5 times admitted why, the chase drtemination be their pathetic denial, which was too late for the first charge but with this I will try to reopen that.

Just FYI , I have a medical situation that precluded me from leaving home tor a year during covid and I was often like now only with my smart phone connection to the world really helpless. I spent 4 nights trying to make this work and I genuinely am thankful to anyone that offers their help. Even after the third authorized party made the determination, I still followed advice and it is all in the documents

https://www.dropbox.com/sh/46sj19hw9uhp7gl/AACwHJ7JZ4mKQxSguyOFXUTca?dl=0

.

kphillips

I'm locking this thread as there is no productive outcome here.