mSATA drive failed

Overbook1953Overbook1953
edited September 15 in Firebox - Hardware

Good day:

Product: Firebox M370

I purchased this device second hand, I am unable to activate the product and do not have access to the feature file or other privileged information.

The device does not connect via ethernet or console. After some investigation I found that the mSATA drive had failed. It is now replaced, but I have no means of installing the original OS.

The device is not recognized by WSM and does not go into recovery mode.

What options, aside from using it to hold open the door, do I have at this point? Is installing a 3rd party software a viable option? Thanks for reading.

Edit: I should also mention that I have submitted a transfer of ownership request, and during my troubleshooting used the CLI Reference and Hardware Guide for direction.

Comments

  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @Overbook1953

    if the storage on your firewall is not working, please contact support to have your device RMA'ed if you have an active support contract.

    We do not distribute the software in a way that will allow you to install the OS from scratch to a new SSD.

    -James Carson
    WatchGuard Customer Support

  • Overbook1953Overbook1953

    Good morning, @james.carson

    I received a reply on my 'transfer of ownership' case. Essentially, this was a high availability product now being used in a home network with no other WatchGuard appliances. It's a brick :(

    I imagine this may be outside the straight-and-narrow wheelhouse of a forum moderator whose flare includes the title 'WatchGuard Representative', and forgive me for imposing: do I have any aftermarket options to make use of this appliance, without needing to purchase additional hardware? It looks like a phenomenal device and I'd hate to have to part with it.

    Any and all resources are greatly appreciated. Thank you kindly.

  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @Overbook1953

    You own the hardware, you're welcome to do whatever you like with it.

    If you'd like to install alternative firmware on the appliance, I'd suggest looking at pfSense. We do not provide any support related to installing 3rd party firmware(s) on our devices.

    If you'd like WatchGuard's firmware on the appliance your options will be:
    -Purchase support on the device.
    -Start a support case with the issue. A failed drive will trigger an RMA.
    -The appliance will be swapped out for one that has working storage, with the firmware package loaded.

    In order to have support on a HA (High Availability) device, you will need a non-HA device on your account as well.

    The only other option would be to use the appliance as a trade-up, provided it wasn't already used for a trade-up. If you'd like to do this, please contact our sales team and they can look into this with you. https://www.watchguard.com/wgrd-sales/emailus

    We do not provide system images to write to failed storage devices -- this would normally be handled by RMAing the appliance.

    If you'd like to verify any of the above, I'd suggest opening a support case or reply to your existing case. Our support team should be able to verify this info if you'd like.

    If none of this is satisfactory, I'd suggest returning the device to whomever you purchased it from. A WatchGuard reseller (which you can find at findpartner.watchguard.com ) can generally assist with finding a firewall to fit your needs.

    Thank you,

    -James Carson
    WatchGuard Customer Support

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