Broken firmware upgrade

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Storever
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Broken firmware upgrade

Post by Storever » Wed Jul 06, 2022 2:43 am

I'm attempting to upgrade from 2.1.1 to 2.2.0. The first controller appears to have updated successfully in under an hour. It then performed a failover to the other controller, and should be updating the first. It's now been 3 hours and nothing has changed.

I'm going to open a support ticket (UGH). Anyone want to place bets on whether support advises me to power the entire thing off and back on again? Seems to be the usual course of action. Personally I'm willing to bet it'll take several days to get to that point though.

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dolbyman
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Re: Broken firmware upgrade

Post by dolbyman » Wed Jul 06, 2022 2:56 am

You didn't even disclose what unit your are trying to update... Not sure how many models QNAP build with QES (but I don't think any of the regulars here has one of these)

Storever
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Re: Broken firmware upgrade

Post by Storever » Mon Jul 11, 2022 10:14 pm

It's an es1686dc, and it's still broken almost a week later.

I have another of these lemons, and I'm too scared to update the firmware on that one now.

And for the record, support did instruct us to turn it off and back on again (their usual fix attempt), but it didn't work.

I regret this purchase every single day.

Also fun, I was 5 minutes late to get on a support teamviewer and the engineer is now MIA, I'll continue to wait because that's all I can do, but this is ridiculous. I would have let them know I was a few minutes late, but you can't update tickets via email (like every other helpdesk), only the crummy web portal.

Storever
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Re: Broken firmware upgrade

Post by Storever » Wed Jul 27, 2022 1:21 am

Support asked us to reboot it a bunch more times and it's STILL broken several weeks later. We may start an RMA process which normally requires the customer to ship the damaged product back, then they'll ship a new one. How can that possible be considered "enterprise" level support? This has been the worst IT equipment experience I've ever had. If you're considering purchasing a QNAP 'enterprise' NAS, please take my advice and stay FAR away.

Storever
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Joined: Fri Mar 15, 2019 9:22 pm

Re: Broken firmware upgrade

Post by Storever » Wed Aug 03, 2022 1:46 am

It'll be a month that this unit has been down later this week. Support has "escalated" my ticket to "hq" and I've been waiting four days since then, with no ticket updates. I've provided heaps of logs, and followed all of their requests and they simply can't get our hardware back online. I asked for RMA last week and was given the runaround.

I have a second unit that needs the same firmware upgrade. No way in hell I'm going to risk it though, because that one has much more important production data.

I'm going to work on replacing both QNAP devices with something from a reputable manufacturer (Dell?).

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