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Tom_Scott
Level 7

How to resolve SG565 problem - unable to reset

Moved a clients network to new premises in the last couple of days, just a lift and shift, with no network changes except the WAN config.

Got them operational with a spare SG300, but I'll be needing that unit back sooner than later.

On power up, I was unable to access the GUI console via the lan interface.

Powers on, heartbeat pulses, but there is no lan led lit, browser errors out when attempt to access GUI.

Tried a reset, however, nothing happens, the power led and the heartbeat led remain on.

Tried the power supply from my office SG565, no difference, so it is not the external power supply.

Unit has been working without problem in situ for the last 26 months, and is out of warranty.

Unfortunately I suspect a hardware fail which is a problem for the client as they are a not for profit with the usual story of tight funds.

Appreciate any suggestions.

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7 Replies
rcamm
Level 13

Re: How to resolve SG565 problem - unable to reset

You say the 'heartbeat led remain on.'

this should be flashing.

This is software driven and indicates there is a running linux kernel.

Not flashing...it has not booted correctly for whatever reason.

Power supplies are the first thing to change.

Failing that you can try the 'recovery procedure' docuemented in the KB, which may get it operational

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Tom_Scott
Level 7

Re: How to resolve SG565 problem - unable to reset

Sorry about the confusion, but yes the heartbeat is flashing.

Will try netflash.exe recovery as soon as I can get a crossover cable, hopefully that will resolve the problem.

I'll return with results.

Thanks.

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rcamm
Level 13

Re: How to resolve SG565 problem - unable to reset

You should not need the crossover cable and the current models can auto sense this.

If you have link LED's at both ends, it is ready to go.

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Tom_Scott
Level 7

Re: How to resolve SG565 problem - unable to reset

Using netflash_v2.0.1.exe and the SG565-Recover-v1.0.4_20070627.sgr file from Secure Computing download site.

Ran executable, after it successfully booted the SG565 (H/B led started flashing), it is hanging on "Assigning IP address to SG unit"

Windows 7 firewall has bee disabled, Antivirus has been disabled.

Where to next?

Message was edited by: Tom_Scott on 5/25/10 4:20:38 PM CDT
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rcamm
Level 13

Re: How to resolve SG565 problem - unable to reset

do you have a serial null modem rs232 cable ?

if so, you can see if the unit is somewhat operational by connecting this at 8n1 115200 to terminal software.

You should see rs232 output when holding the erase button and powering up at the same time.

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Tom_Scott
Level 7

Re: How to resolve SG565 problem - unable to reset

Serial null modem cable? I believe I left mine on the Ark.

Local computer super store doesn't have any, but I'll have a look in the closets at the clients next time I'm there.

Just in case, where could I get the unit serviced here in New York?

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rcamm
Level 13

Re: How to resolve SG565 problem - unable to reset

I agree...I usually have to explain what this cable is 

the only place I know of that repairs these units is in Brisbane Australia.

If you contact

nick@digiserve.com.au

he can assist, and is used to dealing with international customers.

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