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I tried 3 times for over 10 minutes each and never got anything to come up for the logs. I even completely pulled the power with the capture running and didn't get anything. My computer did detect something on the other end of the USB cable and Putty didn't throw any errors. As I said earlier, my lights stayed solid the entire time as well.K support replied very quickly(thanks Andre!). Reply below and I will keep you posted. I confirmed back that lights stay on and do not blink
"Please use these instructions to capture an internal log file from the system using a serial interface:
https://support.kaleidescape.com/article/Retrieving-Diagnostic-Information-Serial-Capture
Attach the resulting file to a reply to this email.
Please also take note, whenever you reboot the system, do the front panel lights come on and stay on, or do they blink at all, and let us know."
I've restarted my entire network and unfortunately nothing has worked. I checked the logs and none of my switches had a firmware update around that time either.Think this happened to me once. Restart your UniFi switch or whatever the Terra is connected to. Think it happened on a switch firmware update. SJ
Same here....I tried 3 times for over 10 minutes each and never got anything to come up for the logs. I even completely pulled the power with the capture running and didn't get anything. My computer did detect something on the other end of the USB cable and Putty didn't throw any errors. As I said earlier, my lights stayed solid the entire time as well.
@Kostas, did yours give you anything?
Sounds good. If I can avoid shipping it back and forth, happy to do whatever to get it back to working. Hopefully I'll get something from K soon. Thank you everyone for the help and suggestions.You'll be asked to reset (clear) the CMOS. (You'll need the instructions from K.)
Jim
Did so, no luck.. Guess next step is RMA.You'll be asked to reset (clear) the CMOS. (You'll need the instructions from K.)
Jim
Do you also have a 72TB?Went through all of these steps to include resetting the CMOS and unsuccessfully trying to the serial captures. Failure on some circuit board that they don't repair. You're lucky to be under warranty. Probably next step is to pull the disks and ship them the chassis and await a replacement.
Sounds good. If I can avoid shipping it back and forth, happy to do whatever to get it back to working. Hopefully I'll get something from K soon. Thank you everyone for the help and suggestions.
I still haven't heard back from K. I called them and sent an email and haven't heard anything back yet. I did just check my spam as well to make sure. It sounds like we have at least 3 people having this issue now. When I called K the tech asked if I had called earlier reporting the same issue, so I may have just gotten lost in the shuffle.He's heard from K, we're in the process of swapping the servers by RMA.
Jim
Will do. When I told my dealer what I'd tried already they were the ones who told me just to reach out to K directly since I'd already done everything they would have done. I'll follow up on with K on Monday.Did you check with your dealer? (They may be able to reach Support faster. FYI, support is very short of personnel at the moment, so it is taking a little longer. You can try reaching out again and remind them your system is down.)
PM me if you'd rather communicate privately.
Jim