Re: Meraki Go PoE Switches Resolved

MiriamGo

Hi everyone,

For those of you using Meraki Go PoE switches, we sincerely apologize for the inconvenience yesterday as we worked to resolve a firmware issue that was impacting their ability to deliver PoE.

We've found a resolution for this issue, so if you were affected and are still encountering PoE power issues:

Please open a support case in the Meraki Go mobile app or web portal (see steps here)
Provide us with the case number - either in this thread, via DM to myself or Art Marshall (@ArtMarshall), or via merakigo@cisco.com, so that we can ensure that your issue is addressed.

We are also actively working on a remediation plan to prevent this from happening in the future.

Again, we very much appreciate your patience as we worked on fixing this and thank each of you for being a Meraki Go customer.

cc @ArtMarshall

Miriam Kung
Meraki Go Product Marketing

Babera

am still having issue. Case number is 09418497

MiriamGo

Sorry you're still having issues @Babera, we'll follow up directly on your case!

Miriam Kung
Meraki Go Product Marketing

MAEngineer20

Thanks for the update. I do not have a case open, and this is for a few of my clients.

Will the fix be applied automatically, like this firmware was? Are there any steps that need to be taken manually?

ArtMarshall

Each organization will need a case opened to address this problem so that we can ensure that we are fixing all affected switches.

The fix will be applied for each case by our support team once we have authorization to perform the changes. The process is fairly quick and the switch will restart into the new firmware version.

Once you have case numbers, please share them with us.

Thank you!

MAEngineer20

There is no way to open this without a case? These are layer 2, unmanaged switches. I rarely set up an account with the Meraki Go app, as I dont have any need to manage the switch. How can I go about getting devices fixed that are not tied to an account? These switches are spread out across multiple sites, so me going to each location is not viable.

ArtMarshall

Unfortunately they need to be claimed in an organization in order for support to be able to resolve the issue.

If you have serial numbers, you will be able to claim them to your existing Meraki Go account and open a case from there.

ArtMarshall

Hi all, I have two additional things to note:

If you have recently purchased a Meraki Go switch and have not powered it on, please claim it to your organization before plugging the switch in. This will prevent your switch from attempting the firmware upgrade to GS 15.21.
If you have a switch that has been powered but that has not been claimed to a Meraki Go account, you will need to claim it to a Meraki Go account before contacting support.

Thank you for your patience and for being a Meraki Go customer!

Art

BrandonS

I only have a few clients and don't think I have had this issue yet, but can you please clarify if I am understanding correctly that even switches never been claimed may still try to upgrade themselves?

ArtMarshall

That is correct. Switches that have not been claimed to an organization will attempt to upgrade themselves to GS 15.21.

BrandonS

I just checked 5 clients I have using Go switches and they are all 14.32 or 14.33. Are they safe?

BrandonS

Actually one on 11.31

ArtMarshall

If those Go switches are all claimed to an organization, they will not attempt an upgrade to GS 15.21 and are safe!

rigrx

Hey, I also have this problem: Case 09425877 - EDIT: On GS 15.21

ArtMarshall

Added you to the support queue @rigrx !

rigrx

Perfect, thanks! 🤝🏻 How long will it take to get fixed?

ArtMarshall

I don't have a specific estimate but the support team is making good progress on getting to everyone!

rigrx

Ok thanks anyways! Do I get a reply once it is solved?

ArtMarshall

Yes, the support team will contact you first requesting authorization to make the change (since it will briefly take your switch offline) and then confirm when the procedure is complete.

Thank you for your patience!

RickKilleen

Still having issues as well. Case # 09426707

MiriamGo

@RickKilleen- we'll make sure Support takes care of you!

Miriam Kung
Meraki Go Product Marketing

MashPotato

My 110-8P PoE is not working.

Case Number is 09421768.

Wireless accesspoint MR36 do not work.

Gogo

Hi, I opened a case 2 days ago, no. 09415683 and

was asked to reset to factory settings - did that, did not help
to give Meraki permission to rollback my switches; I gave the permission, but nothing happened yet

Please follow up for the 2 GS110-24P in my Meraki account.

ArtMarshall

Thanks - I've made sure that your case is added to the queue for this issue. Our support team will be in contact with you.

VictorMartinez1

09415295

ArtMarshall

Thank you. Your case is added to the queue for this issue. Our support team will be in contact with you.

BMB

I have has this case open since Friday 09426538

Please push this update ASAP. was hoping to have my clients up by Monday.

ArtMarshall

Thank you. Your case is added to the queue for this issue. Our support team will be in contact with you.

BMB

I approved the rollback still waiting. Customer still VERY sad they don't have phones. Anything we can do to expedite this fix would be greatly appreciated.

BenjaminLeh

i'm still having this issue. Case 09430360

BenjaminLeh

I have a case number and i'm still affected. Everything offline since friday.

Case 09430360 @ArtMarshall

ArtMarshall

Your case has been added to the queue for this issue. Our support team will be in contact with you.

DasBlu

Case 09432117

I also have the error. Please for the fastest possible solution!!!

ArtMarshall

Your case has been added to the queue for this issue. Our support team will be in contact with you.

Thanks,

Art

MIBO

Case 09432509, we have two switches that have the poe problem

ArtMarshall

Thanks! Your case has been added to the queue for this issue. Our support team will be in contact with you.

rpaczkow

I am still having issue. Meraki Go Case 09430006

ArtMarshall

Thank you. Your case has been added to the queue for this issue. Our support team will be in contact with you.

MBiese

Case 09432992 - Please update me when you have an update.

ArtMarshall

Thank you for sharing this. Your case has been added to the queue for this issue. Our support team will be in contact with you.

MBiese

Please tell the support team or update my ticket that I authorize them to push the changes immediately. The switch has been temporarily taken off the network and is not service any clients. It is online and reported to the dashboard.

Stech

I dont think i have access to serial number for my switch (with out taking it out) can it be pulled from the amazon order 2 years ago. our switch is not working

ArtMarshall

Unfortunately we don't have access to Amazon order information.

In the Meraki Go app, the serial number is visible by selecting the device under the Hardware tab.

FrPatrick

I have two GS110-48P units that are not functioning since last Thursday. No POE. Case # 09427741. It sure would have saved me a lot of time to have known it was a firmware issue instead of figuring it out myself and googling for an answer.