N5500 - firmware update fail C5 and strange dual DOM behaviors

Hi,
I have purchased 2 days ago a N5500 ... after finish power-on it show firmware release was 3.00.01
few minutes to setting LAN and explore web interface and I decide to update firmware at last release (3.00.04) with more interesting functions.

Here start problems... and below the sequence of operations made:

1) update firmware from web interface --- >
- on led panel see message: start upgrade
- after few moment led cycle usual info messages
- after 30 sec (+o-) web interface see message: Upgrade failed... on Led see MSG: Fail code C5

2) restart upgrade: same result

3) restart Unit -> unit hang after message: NAS ready

4) force power off unit

5) restart required recovery DOM B>A: yes

6) after recovery firmware version become 3.00.04??? ... confirmed in web interface with encryption function present (second DOM incoming with more agg version of firmware??).

7) all next tray to re-update firmware with same version (3.00.04) fail with same error (C5) but not hang on restart (only reset to default settings)

8) Force shutdown for enable boot with DOM B

9) Boot with DOM B (LED display "[B] Thecus" at start) confirmed firmware 3.00.04, obviously tray update fail with same error code (C5)

10) After starting with B Is not possible to return boot with A (LED always display "[B] Thecus" at start), or i not know how... no reference into manual... and is not possible to force select A in any mode: brutal shutdown or removing alternatively DOM unit boot with same MSG "[B] Thecus" and any update fail but raid appears work (read/copy)

At this time, cannot use unit in production... I'm not sure firmware work correctly... at example start web server services cause web interface hang and slow down performance and cannot switch to DOMs.

Thanks for any help / idea or :secret: to avoid return unit at reseller.

Ivan.

No response from Techus support (ticket already opened)....

N5500 is a business unit or an expensive toy (800€)?
Question basically is simple, how check if DOMs are Corrupted?, is only a software problem , or is an hardware ploblem?

if only software... how force reflash DOMs (from USB or similar) and re-enable dom switch function?

no reply at ticket or forum post ..., no section for n5500 in official forum... at this time only quickly solution is return unit at reseller for swap or refund.

Regards.

Dear ivzanc,

Please provide me with your ticket number so I could refer your issue to our tech support team.

_____________________________

Official Thecus Support Representative

Dear Thecus-Ivan,
thanks for reply but this morning i have return unit to reseller for swap because this evening must delivery it to my costumer for San integration.
Ticket number is: WTJ-403867

Even so, I'm interested know more technical details against DOM swap process, recovery method (if exist any applicable to prevent return or avoid warranty), check SO image integrity ecc... this is first (of many, I hope) embedded unit that i want purchase for take the place of several traditional windows file server in small offices without sys admin.

Unit features is impressive (Dual DOMs, Flexible firmware, expandability ecc...) but there are not sufficient info (i think) on principal function that distinguishes itself from other unit in same range.

Is fundamental for me discriminate between hardware (that needs rma) and software problem that i can manage directly to my clients.

If swapped unit become with old firmware ... how i can update without worries? this is the main question...
Thanks, best regards.
Ivan

Dear ivzanc,

Basically if DOM1 failes, the LCM will show two options:

1. if you would like to repair DOM1.
2. if you want to boot up from DOM2.

If you choose 1, the system will try to recover DOM1, and after serveral attempts without been unable to repair DOM1, the system will automatically boot up from DOM2.

If you choose 2, the system will boot up everytime using DOM2, DOM1 then has to be sent in for repairs.

_____________________________

Official Thecus Support Representative

Dear Thecus-Ivan

OK, this theoretically, but in my case:

1) upgrade firmware always fail with code C5
2) restore B>A have changed firmware version from 3.00.01 to 3.00.04... very strange no?
3) if remove DOM B o A alternately Unit always boot and always display "[B] Thecus" with same firmware malfunctions (Why boot from A if unit locked on B?)
4) upgrade DOM B always fail code C5

or I'm very unlucky (firmware in dom A different to B and both Defective) or explanation is more complex and need investigation.

If i have understood, if a user after a failed boot or current interruption or any similar event decide boot from B (for error, misunderstanding instructions or similar) is not possible in any way return to boot from A or re-tray recovery B>A.

I suggest to highlight this in future revisions of manual and in Support Knowledge base and if possible implementing an external firmware recovery and test integrity (... at example from usb, in my case firmware not correctly upgrade itself although recovery B>A work fine)

For future user reference:

I have swap unit and now all work fine:
1) Update firmware from 3.00.01 to 3.00.04 ... OK
2) No continuously seek hard drive when go Raid Form on web interface
3) Module Web Server now work an not hang unit
4) speed 50/80 MB/s on raid 1
5) correct scheduled poweroff
6) roaming raid to new unit without any problem (simply poweron)

Best Regards
Ivan