NO SUPPORT

[cloudwireless]

Hi can someone please tell me how I get support from someone at Netonix who will actually help?

Ian came back to me after my last post which seemed promising but then offered no support at all and stopped replying to my emails.....

[Macabee]

I'm sorry i stopped responding but there wasn't anything I could do? I said if you send me the switches or at least one (through the RMA process) then I'll be able to figure out what is going wrong on our end and how we can fix it..... I can't fix an issue if I have nothing to go off of. But you told me I wasn't understanding what you were trying to say. And the last thing you told me was to do was to investigate what is going wrong and that you were switching away from Netonix, I would like to solve the problem for you if possible but I cannot do that when I can't work with the switch to find out what is going wrong.

[cloudwireless]

Hi Ian - thats not what I said at all....

Heres what I said:

===================================

Hi Ian

I am not sure your understanding me. All 4 of them have the same issue straight out of the box. Obviously I wont be sending all 4 of them back to Netonix I will be getting Linitx to swap them. What I am asking for is for you to investigate if you have a faulty batch as we’ve never had this before and something’s not right.

===================================

Since Netonix have offered no support we have asked our supplier Linitx to test what stock they have and they have come back to me to say all the ones they have tested have the same issue....

[bipbaep]

I'm sorry i stopped responding but there wasn't anything I could do? I said if you send me the switches or at least one (through the RMA process) then I'll be able to figure out what is going wrong on our end and how we can fix it..... I can't fix an issue if I have nothing to go off of. But you told me I wasn't understanding what you were trying to say. And the last thing you told me was to do was to investigate what is going wrong and that you were switching away from Netonix, I would like to solve the problem for you if possible but I cannot do that when I can't work with the switch to find out what is going wrong.

Maybe you can fix so we can get the switch we sent to you for RMA back in September 2019 back?!

Wrote in the "v1.5.5 Bug Reports and Comments" section back in May without anyone helping me:
"We have an RMA with number 3712 that we wonder how it's going with.
It's sent to Netonix for RMA in September 2019, and still haven't heard anything about the case."
Dave then wrote: "Chris is handling RMA's...Ian the tech who does most of the work, has been out sick basically for the last 3 months.....we have an automated RMA portal done that will handle issuing RMA numbers.....its all waiting for Chris."

And we still haven't gotten our switch back. We have payed for it, and it was a DOA, but we have got zero help, and we also misses our switch.

[sirhc]

I'm sorry i stopped responding but there wasn't anything I could do? I said if you send me the switches or at least one (through the RMA process) then I'll be able to figure out what is going wrong on our end and how we can fix it..... I can't fix an issue if I have nothing to go off of. But you told me I wasn't understanding what you were trying to say. And the last thing you told me was to do was to investigate what is going wrong and that you were switching away from Netonix, I would like to solve the problem for you if possible but I cannot do that when I can't work with the switch to find out what is going wrong.

Maybe you can fix so we can get the switch we sent to you for RMA back in September 2019 back?!

Wrote in the "v1.5.5 Bug Reports and Comments" section back in May without anyone helping me:
"We have an RMA with number 3712 that we wonder how it's going with.
It's sent to Netonix for RMA in September 2019, and still haven't heard anything about the case."
Dave then wrote: "Chris is handling RMA's...Ian the tech who does most of the work, has been out sick basically for the last 3 months.....we have an automated RMA portal done that will handle issuing RMA numbers.....its all waiting for Chris."

And we still haven't gotten our switch back. We have payed for it, and it was a DOA, but we have got zero help, and we also misses our switch.

OK so here is what is up with RMA 3712

You claim DOA which means DEAD ON ARRIVAL which means it does not boot *see above*

Now here is what I found:
- Date of MFG: 5/29/2019
- MAC: EC:13:B2:01:E5:D6
- Model: WS-26-400-AC
- Board Rev: B
- MB S/N: 158434-0019
- PS S/N: 0356L184900194
- Test/Serialization Tech: Eric
- Firmware installed: 1.5.2

As you can see the unit was pre-flashed with firmware v1.5.2, keep in mind we warn people that firmware is often months out of date and should be updated before use.

The unit came to us with v1.5.3 which means it could not have been DOA as someone upgraded the firmware?

You say the unit was purchased 8/30/2019, at that time v1.5.4 was the current firmware which was released on 8/19/2019 and should have been used.

The first thing we did was a power on factory default to clear any possible corruption of the config and did the following tests:
- Current Sensors = 1-24 PASSED
- MOSFETs = 1-24 PASSED
- LINKSs = 1-24 1G link at 100m = PASSED

Upgrade to current version which by the time we looked at it was v1.5.5

Put in test rack over the weekend = NO REBOOTS - OPERATED AS INTENDED

FOUND NOTHING WRONG.

Now there was 2 attempts to fix issues v1.5.3 and v1.5.4 relating to a new sensor and memory leak in SNMP and in v1.5.2 there was a new routine to test which fans we were using as our fan manufacture EOL the model we were using and the new fans used a differnt hardware setting to drive the fans so until the switch learns which fans it has it will cycle the fans up and down for several minutes. Not to get to technical this has to do with how we drive the fans at differnt speeds using pulse width modulation [PWM] which deals with freq and duty cycle.

Now once it learns which fans it has it should keep this information until the unit is defaulted then it needs to re-run the test again to learn.

Now normally we charge $25 and return shipping for any switch that is sent to us that has not been upgraded to the latest firmware and has not been factory defaulted. The unit you sent us was not upgraded to the latest firmware available at that time nor was a power on factory default preformed.

However due to the long wait time which is our fault I will simply ship that unit back to you at our expense but we spent over an hour diagnosing it and put in test rack for weekend and paid return shipping when there was nothing wrong with this unit and you have not done what we request prior to requesting an RMA.

Keep in mind had you preformed the steps outlined in the old RMA thread which would have been a power on factory default and upgraded to the current version of firmware all would have been fine.

Return shipping cost $51.55 USD

Your tracking # is DHL 5866396443

[bipbaep]

Okay, first thing, i am not interested in taking this discussion on a public forum in the first place. But this have turned out to be the only place where Netonix is answering. And the answer you are providing is as cocky as Chris's answers when people is mentioning that something is wrong or does not work as they mean it should. Professional? I, and i believe other people also support me on this, do not think that.

For the first, DOA does _NOT_ necessarily mean that a unit, being a network switch, LCD monitor, amplifier, or freaking sofa table "does not boot". A unit can be DOA in many scenarios. In this scenario, the switch cost us a helicopter ride to the mountain where it was placed which cost over $2000.

The original RMA description is this: "Symptoms: ~ 5 minutes after the devices is powered on, the fans starts and spins up and down and never stops. Also the devices has locked itself up several times. Tried resetting, firmware upgrading, and also TFTP firmware recovery. Also when the device was new the console output the following error message (this message went away after firmware upgrade and reset, but stil!): "vcoreiii_fdma_inj:4360 Assert failed: props->switch_frm || props->port_mask != 0
*** Failure:/home/dev/vtss_linuxbsp_4_48a/build_dir/linux-vcoreiii_lu26/kmod-vtss_switch/linux_support/kernel/vtss_switch-eth.c:212: vtss_fdma_inj(NULL, l, DMACH_TX, raw_frm_sz_bytes, &netinj_opts)".
This switch cost us one extra helicopter tour to a mountain top because of it hickups…."

The switch was tried upgraded, downgraded, sidegraded, and reset a bunch of times. Exactly what firmware it had when being sent to Netonix can't i guarantee, but one place in time it was upgraded to the latest available at that time, and the fan's never stopped spinning. Not in 5 minutes, not in 30 minutes, and not in 120 minutes. So i am really curious how long the fan test was suppose to run before it was done? Also the switch was not in production, and had no load when this problem occurred. So that you test the switch for one weekend and say that all ports work on 1Gb and powers up is not even close to the original problem that it was claimed to be DOA for in the first place.

Also, you say "you have not done what we request prior to requesting an RMA." - Well, we sent a e-mail to rma@netonix.com and stated the problem and also said what we had done. This was accepted by Netonix, so if someone has done something wrong, it was Netonix. And, if a unit is shipped with a failing firmware, no one is providing good old traditional support, and there is no firmware available to fix the problem, the unit is broke, DOA, RMA, or call it what you want.

And to round this up, you claim that "nor was a power on factory default preformed" - Well, sorry for asking, but how the holy **** can you claim this? The switch was reset in all the ways Netonix provides, and it did not act itself up no matter what we did.

But thank you for sending us back the switch, we will be sure to test the shit out of it when it arrives. And if the unit has so much as one small problem when it arrives so fresh upgraded and resetted from big perfect Netonix, then.... Well, that say's it all.

Start looking at yourself before start complaining on others!

[bipbaep]

We received the switch today, and the first thing that happened after it has been power on for about 5 minutes is that the fan's is bursting up and going down constantly. The switch has been power on for 1 hour, and the fan's never stops. Up and down, up and down, up and down. 2 fan's is constantly spinning and bursting, and the last fan is stopping and boosting up about 3 times per minute. So, sirhc, good testing! This proves that the quality check you are doing, even when a switch is coming back to you on RMA is nada. The switch we sent in on RMA has Motherboard S/N: 158434-0019 and we also have the switch with Motherboard S/N: 158434-0020 beside the RMA switch. The switch with 0020 S/N does not act this way, and have no hickups. Also, none of the other WS-26-400-AC switches we have act this way.

Do you still consider the switch to be all good?

[seritsp]

https://acronyms.thefreedictionary.com/DOA

I would say that the switch wasn't Dead on Arrival, it was Defective on Arrival.

Sirhc, this isn't good customer care. Really. Take this as a DOA (Dose of advice)