Every time I use ubiquiti support I'm thoroughly dissapointed. I'm going to run through my most recent support ticket to highlight this. If this were my first experience with ubiquiti I'd throw the EdgeRouter Lite in the trash and buy something else.
me
I have an edgerouter lite that is showing the dram issue: U-Boot 1.1.1 (UBNT Build ID: 4493936-g009d77b) (Build time: Sep 20 2012 - 15:48:51) BIST check passed. UBNT_E100 r1:2, r2:14, serial #: XXX Core clock: 500 MHz, DDR clock: 266 MHz (532 Mhz data rate) DRAM: 512 MB
response
Thanks for getting in touch with us! Could you please let us know which firmware you're using on the EdgeRouter? Thanks!
ok, understandable that agent doesn't know what's up yes, but I sent console output that hinted at the device not getting to the OS (firmware being a misnomer here, U-Boot is the firmware, EdgeOS is the....wait for it....OS
me
Mr Agent, I don't know the firmware. Everything I know is the console output I sent in the ticket. It gets stuck after it says DRAM: 512 MB, never does the 'clearing dram' part or detecting USB....
agent
Could you please let us know the following: 1) Are you able to ping the device? 2) Did you try to reset the device and see if it makes any difference? https://help.ubnt.com/hc/en-us/articles/205202620-EdgeMAX-Reset-router-to-factory-defaults 3) Did you try changing the cables? Could you please send us the whole console output so that we can check for errors? Thanks!
uh...1) no, it doesn't boot past firmware initialization, 2) it doesn't make it to the storage device so reset is useless (and already attempted) 3) wtf? You mean having a console cable giving me output doesn't make it obvious that the power cable is good?
oh, and full console output? What I sent in the original ticket and then said in the follow up?
me
Mr Agent, I sent the complete console output, but here it is again: Looking for valid bootloader image.... Jumping to start of image at address 0xbfc80000 U-Boot 1.1.1 (UBNT Build ID: 4493936-g009d77b) (Build time: Sep 20 2012 - 15:48:51) BIST check passed. UBNT_E100 r1:2, r2:14, serial #: xxx Core clock: 500 MHz, DDR clock: 266 MHz (532 Mhz data rate) DRAM: 512 MB I can't reset the device, it doesn't respond to the power-on reset at all. It never even considers loading up edgeos so there is nothing to ping.
agent
Thank you for your reply Could you please try reverting the system image if they have SSH access to the device ? set system image default-boot It will look like this: ubnt@ubnt:~$ set system image default-boot The system currently has the following image(s) installed: v1.7.0beta1.4768447.150501.1936 (running image) (default boot) v1.6.0.4716006.141031.1731 Are you sure you want to switch images? (Yes/No) [Yes]: Let us know if that helps. Thanks!
you have to be sh***** me!
me
Mr Agent, there is no way you are reading my responses. Can you please actually read my responses so you know that I cannot do any of the suggestions you have typed because I cannot BOOT the system.
agent
I apologize for the trouble caused Could you please send us the photo of the device with the Product date code?
me
images attached
agent
Please reinstall EdgeOS completely from scratch and see if the issue gets resolved. Please refer the following link: http://community.ubnt.com/t5/EdgeMAX-Knowledge-Base/EdgeMAX-Last-resort-recovery-of-failed-EdgeOS-device/ta-p/1103623 Note - You can also download the latest firmware for EdgeRouter here and save it on your HTTP/FTP/SSH server. Let us know if that works Thanks!
seriously?
me
You have to be kidding me. The device never gets to the boot media at all, how is this not clear by the data I've sent?
agent
I apologize for the trouble caused and feel for you. Unfortunately, from the photos and the Product date code x... the device is out of warranty and does not qualify for an RMA https://www.ubnt.com/support/warranty/ Each of our manufactured products (a “Product”) is warranted against defects in materials and workmanship for a period of one (1) year from the date of original purchase when used under normal conditions and consistent with applicable Product documentation, subject to the other terms in this Product Warranty. Currently, the devices with Product date code 1439.. and above qualify for an RMA. Additionally, the device is also opened which also voids the warranty <bold>I would not recommend opening the device in future which voids the warranty.</bold> Thanks!
Thanks for the help. I opened the device because of numerous forum threads about flash media failing and my experience that ERL's had bad flash in them. I put a known good flash drive in, which is actually referenced in the 'reinstall EdgeOS completely' link. Many of these posts are by uniquiti staff. Further there is no indication that opening the unit will void the warrant, no warning sticker or tamper sticker etc.
So, the device turns out to be just about 2 months out of warranty based on my best guess on the invoice it came in on. Nice. I didn't even request an RMA though, you'll not see that mentioned above. In fact, I only sent a message to support because of
come on ubiquiti, you have to do better than this.