Promise VTrak M500f/Support Case Log - Revision history

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2016-08-26T19:10:43Z

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Revision as of 21:10, 26 August 2016

Jan: 1 revision imported

2016-08-26T19:09:41Z

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Revision as of 21:09, 26 August 2016

Jan at 17:33, 5 August 2011

2011-08-05T17:33:32Z

← Older revision		Revision as of 19:33, 5 August 2011
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	On a sidenote, where do you provide the sourcecode for your firmware? As you're using GPL licensed code, you MUST release the corresponding source code, in case you didn't know... a good starting point: http://gpl-violations.org/faq/vendor-faq.html\|Request:- \|5th August 2011 at 3:30}}		On a sidenote, where do you provide the sourcecode for your firmware? As you're using GPL licensed code, you MUST release the corresponding source code, in case you didn't know... a good starting point: http://gpl-violations.org/faq/vendor-faq.html\|Request:- \|5th August 2011 at 3:30}}

			{{Quote\|Hi Jan,

			My name is Richard Payne and I'm a Promise FAE.

			I'm sorry for the communication issues that came before, but technical support was not aware of this issue.

			This is a known issue that has been fixed in all current products. The fix has not been back-ported to EOL products. I will do what I can and file a bug for this issue against the M500x.

			You are correct that this is not a hardware issue.\|Response By:- Richard Payne\|5th August 2011 at 10:31}}

Jan at 11:39, 5 August 2011

2011-08-05T11:39:26Z

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	ah, fuck it, you won't understand it anyway.\|Request:- \|3rd August 2011 at 5:35}}		ah, fuck it, you won't understand it anyway.\|Request:- \|3rd August 2011 at 5:35}}

			----

			Let's call Promise's german marketing department... and voila, after that:

			----


	{{Quote\|We do appreciate that you found a problem with our system. This system is already discontinued and we do not plan the updates.		{{Quote\|We do appreciate that you found a problem with our system. This system is already discontinued and we do not plan the updates.

Jan at 11:26, 5 August 2011

2011-08-05T11:26:16Z

← Older revision		Revision as of 13:26, 5 August 2011
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	Now you're more specific. We could more constructive dialog from the beginning. I will need to perform some tests and I will contact you again with the results.		Now you're more specific. We could more constructive dialog from the beginning. I will need to perform some tests and I will contact you again with the results.

	As for information that you ask, I could not provide it to you now because this information is confidential.		As for information that you ask, I could not provide it to you now because this information is confidential.\|Response By:- Sergiy Voskoboynikov \|5th August 2011 at 3:14}}

	~~Request:- 5th August 2011 at 3:30~~
	{{Quote\|Well, we could have gotten there a lot faster and easier if you wouldn't have tried to convince me that this is because of faulty hardware - which i pointed out to you multiple times by telling you to read my previous messages.		{{Quote\|Well, we could have gotten there a lot faster and easier if you wouldn't have tried to convince me that this is because of faulty hardware - which i pointed out to you multiple times by telling you to read my previous messages.

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	Now if i wouldn't have to find out myself how to get them, but just get them, there's nothing i could publish, right?		Now if i wouldn't have to find out myself how to get them, but just get them, there's nothing i could publish, right?

	On a sidenote, where do you provide the sourcecode for your firmware? As you're using GPL licensed code, you MUST release the corresponding source code, in case you didn't know... a good starting point: http://gpl-violations.org/faq/vendor-faq.html\|~~Response By~~:- ~~Sergiy Voskoboynikov~~ \|5th August 2011 at 3:14}}		On a sidenote, where do you provide the sourcecode for your firmware? As you're using GPL licensed code, you MUST release the corresponding source code, in case you didn't know... a good starting point: http://gpl-violations.org/faq/vendor-faq.html\|Request:- \|5th August 2011 at 3:30}}

Jan at 11:23, 5 August 2011

2011-08-05T11:23:03Z

← Older revision		Revision as of 13:23, 5 August 2011
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	'''Reason for closure:''' Customer refuses the solution and suggested to sell Promise stocks.		'''Reason for closure:''' Customer refuses the solution and suggested to sell Promise stocks.


	{{Quote\|You didn't even understand THAT: i don't need a solution, i really don't care about this storage, it's just an old backup, long out of warranty, not really used for anything serious.		{{Quote\|You didn't even understand THAT: i don't need a solution, i really don't care about this storage, it's just an old backup, long out of warranty, not really used for anything serious.
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	'''Reason for closure:''' Closed by the user, since the error does not exist any more !		'''Reason for closure:''' Closed by the user, since the error does not exist any more !


	{{Quote\|Customer will disclose the exploit on the internet as this is a security gap.\|Response By:- Joris Piepers\|3rd August 2011 at 6:26}}		{{Quote\|Customer will disclose the exploit on the internet as this is a security gap.\|Response By:- Joris Piepers\|3rd August 2011 at 6:26}}

Jan at 11:21, 5 August 2011

2011-08-05T11:21:50Z

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Jan at 11:15, 5 August 2011

2011-08-05T11:15:48Z

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Jan at 11:08, 5 August 2011

2011-08-05T11:08:27Z

← Older revision		Revision as of 13:08, 5 August 2011
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	cheers,		cheers,
	Jan\|Request:-\|28th July 2011 at 11:27}}		Jan\|Request:-\|28th July 2011 at 11:27}}


	{{Quote\|Hi Jan, There is a known issue with network protocols. If you are running network monitoring, the log can get full. I would like to know what FW revision you are on. Please attach the system service report. Thank You, Michele\|Response By:- Michele Depage\|28th July 2011 at 12:33}}		{{Quote\|Hi Jan, There is a known issue with network protocols. If you are running network monitoring, the log can get full. I would like to know what FW revision you are on. Please attach the system service report. Thank You, Michele\|Response By:- Michele Depage\|28th July 2011 at 12:33}}
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	{{Quote\|Also as a reminder; Be aware that poking around in Islevista can corrupt the FW kernel. If the FW drops into the kernel again, please call us so we can get some debug. Thank You! Michele\|Response By:- Michele Depage\|28th July 2011 at 12:36}}		{{Quote\|Also as a reminder; Be aware that poking around in Islevista can corrupt the FW kernel. If the FW drops into the kernel again, please call us so we can get some debug. Thank You! Michele\|Response By:- Michele Depage\|28th July 2011 at 12:36}}

	~~Request:- 28th July 2011 at 12:41~~		{{Quote\|Like i said, i can't give you the report because i'm at home, but the revision is 2.39 or something like that, it's the latest from your website, i checked earlier today. Is there any way i can get into islavista again without having to way for the next crash, so i can fix the PHP code myself? Unfortunately i rebooted the storage, didn't think about being locked in the CLI after reboot...\|Request:-\|28th July 2011 at 12:41}}
	Like i said, i can't give you the report because i'm at home, but the revision is 2.39 or something like that, it's the latest from your website, i checked earlier today. Is there any way i can get into islavista again without having to way for the next crash, so i can fix the PHP code myself? Unfortunately i rebooted the storage, didn't think about being locked in the CLI after reboot...

	~~Response By:- Michele Depage 28th July 2011 at 14:47~~		{{Quote\|Hi Again, you should be able to login to your unit (GUI (Browser) or CLI) via the IP address. Also, can you please confirm what Product you have. There is a conflict between Product and Type of Case you opened (S3000). Once I know your product and review the log I can tell what the fix is if in fact its the known issue. Thank You! Michele\|Response By:- Michele Depage\|28th July 2011 at 14:47}}
	Hi Again, you should be able to login to your unit (GUI (Browser) or CLI) via the IP address. Also, can you please confirm what Product you have. There is a conflict between Product and Type of Case you opened (S3000). Once I know your product and review the log I can tell what the fix is if in fact its the known issue. Thank You! Michele

	~~Request:- 29th July 2011 at 2:25~~		{{Quote\|Yes, i know that i'm able to login to my unit (GUI (Browser) or CLI) via the IP address, but i can't change the PHP code there, can i? I need access to the islavista shell for that!
	Yes, i know that i'm able to login to my unit (GUI (Browser) or CLI) via the IP address, but i can't change the PHP code there, can i? I need access to the islavista shell for that!
	Regarding the "Type of Case", i just selected general case, that's probably why the S3000 shows up - another bug in a different webinterface, i guess ;)		Regarding the "Type of Case", i just selected general case, that's probably why the S3000 shows up - another bug in a different webinterface, i guess ;)
	I'm now back at work, so i'll see how i can upload the service report...		I'm now back at work, so i'll see how i can upload the service report...\|Request:- \|29th July 2011 at 2:25}}

	Request:- 29th July 2011 at 2:41		Request:- 29th July 2011 at 2:41

Jan at 11:06, 5 August 2011

2011-08-05T11:06:05Z

← Older revision		Revision as of 13:06, 5 August 2011
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	~~Request:- 28th July 2011 at 8:47~~		{{Quote\|I discovered an issues that causes the webinterface to die, possibly also the whole storage. I think i also have a fix for it ;)\|Request: -\|28th July 2011 at 8:47}}
	~~<pre>~~I discovered an issues that causes the webinterface to die, possibly also the whole storage. I think i also have a fix for it ;)~~</pre>~~

	~~Response By:- Michele Depage 28th July 2011 at 11:20~~		{{Quote\|Hello Jan, can you be more specific. Also, can save and attach the system service report to this case. Thank You! Michele\|Response By:- Michele Depage\|28th July 2011 at 11:20}}
	~~<pre>~~Hello Jan, can you be more specific. Also, can save and attach the system service report to this case. Thank You! Michele~~</pre>~~

	~~Request:- 28th July 2011 at 11:27~~		{{Quote\|Hi Michele,
	~~<pre>~~Hi Michele,
	the M500f i have crashes every couple of weeks/months, and it usually starts with the webinterface being unresponsive. So when i got a Nagios notification that it's happening again earlier today, i tried to go to the webinterface but got a message that /tmp is full.		the M500f i have crashes every couple of weeks/months, and it usually starts with the webinterface being unresponsive. So when i got a Nagios notification that it's happening again earlier today, i tried to go to the webinterface but got a message that /tmp is full.
	On the serial console i got dropped into the "islavista" shell, not the CLI, so i poked around a bit an discovered that / was indeed full because of an error log in /tmp.		On the serial console i got dropped into the "islavista" shell, not the CLI, so i poked around a bit an discovered that / was indeed full because of an error log in /tmp.
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	cheers,		cheers,
	Jan~~</pre>~~		Jan\|Request:-\|28th July 2011 at 11:27}}

	~~Response By:- Michele Depage 28th July 2011 at 12:33~~
	<pre>Hi Jan, There is a known issue with network protocols. If you are running network monitoring, the log can get full. I would like to know what FW revision you are on. Please attach the system service report. Thank You, Michele</pre>

	Response By:- Michele Depage 28th July 2011 at 12:36		{{Quote\|Hi Jan, There is a known issue with network protocols. If you are running network monitoring, the log can get full. I would like to know what FW revision you are on. Please attach the system service report. Thank You, Michele\|Response By:- Michele Depage\|28th July 2011 at 12:33}}
	Also as a reminder; Be aware that poking around in Islevista can corrupt the FW kernel. If the FW drops into the kernel again, please call us so we can get some debug. Thank You! Michele
			{{Quote\|Also as a reminder; Be aware that poking around in Islevista can corrupt the FW kernel. If the FW drops into the kernel again, please call us so we can get some debug. Thank You! Michele\|Response By:- Michele Depage\|28th July 2011 at 12:36}}

	Request:- 28th July 2011 at 12:41		Request:- 28th July 2011 at 12:41