MX 75 Appliance reboot during working hours

[CedricMX]

Hello Team

Recently we bought 12 MX75 appliances.

We have the first in production but it reboot twice a day !!!!

The firmware is in the last release but still rebooting.

Our Cisco account manager is aware of that.

We plan to deploy all the 11 MX75 on remote location but we can't start this project because of this issue !

The Meraki support is unable to find a solution and a RMA is not acceptable for us.

Is there any engineer in Cisco meraki to find a solution ????

We have many Meraki devices and we are very frustrated !!!!

Many thanks Meraki support 🙂

[Robin777]

Hello CedricMX nice to hear! I have the same problem with MX85. It is really annoying and not acceptable that this issue is not resolved for months!

Why is it that hard, that this kind of issue is not escalated!? Why is there no statement / blogpost? I dont like how Cisco is acting here....

RE:
https://community.meraki.com/t5/Security-SD-WAN/Meraki-MX85-reboot-problems/m-p/262323#M58119

[CedricMX]

Yes me too i am very frustrated about this situation !

It is not a question of RMA because Meraki seems to be aware of this issue but they still continue to send MX75 to their customer !

These numerous incidents have a negative impact on our business and our project are being called into question, and may not be realized until a reliable solution is found.
I have serial numbers to provide to Meraki support...

Last firmware release did not fix the issue.

[Robin777]

From my perspective it goes the way of scam if these products are still sold in the current situation! How can you sell a FIREWALL which crashes that much!?

I have implemented 10 MX85 and now I am responsible for that decision that we have bought really buggy products. For me it is a shame and so it should for Cisco. Problems occur but as I mentioned before, it is known for months. No statement, no "Sorry, it is hard to work on it". I have to say sorry to my colleagues and my management for BUGS!

It is not a faulty access point, it is the firewall which is rebooting. It is not like a broken cable in a wall. All employees cannot work for this time!

Next time I overthink my decision of Meraki and maybe choose another vendor. My company is growing and maybe I will not look back.

We are not in a consumer section, we have paid a lot of money and each year licenses for the products!

Who is support manager of Cisco?

Who is escalating things to the devs?

Do Cisco employees check their community threads?

[Mloraditch]

Just to answer these questions: 

Who is support manager of Cisco? There are various folks in the support organization. You can always ask to speak to a manager when talking to the tech on your case

Who is escalating things to the devs? Support Escalates these things, each new report of a bug does get get linked to the bug and helps escalate it.

Do Cisco employees check their community threads? They do but only a support case can officially link to the bug.

I do strongly recommend that both of you work with your Cisco Reseller/partner to communicate with your Meraki Account Manager. They can bring extra attention to the issue.

[Robin777]

We had a discussion last week with our Cisco Meraki account manager.

The person who is responsible for us did nothing. We were advised to create support tickets, our account manager has no connections to escalate things.

Maybe we need a new one, who understands more the way how to communicate with others at Cisco..... We will also talk to our reseller who sold the whole hardware to us. Maybe we find a way or I have to write a letter.....

It is really frustrating....

[CedricMX]

I'm lucky enough to have bought 12 firewalls and have only deployed 2. But of the 2, 1 restarts randomly!
So I'm not going to put buggy equipment into production until Meraki has taken the necessary steps to find a solution. It's a disgrace to still be selling this equipment with known malfunctions! I agree that it looks like a scam.
We have 600 units of Meraki equipment (firewall, wifi, switch), but these are the first MX75s we've got, and they're unusable as they are.
I'm also responsible for the infrastructure to be deployed on our sites, and I chose this model, which is the most suitable.
I already had my doubts about the choice of Meraki firewalls, but this incident has reinforced them.
Please forward this message and help spread the word about this problem within the community.
Good luck to you all.

[Robin777]

Hopefully others will see it and do not run into the same issues like we currently have....

[PhilipDAth]

See if you can narrow down the feature causing the issue.

If you turn of AMP and content filtering - does the problem still happen?

[Robin777]

missed the right button to reply; 

AMP is disabled on Appliance A and on Appliance B its enabled.

I am not sure if disabling content filtering is an good option because our endusers are doing sometimes crazy stuff.

[PhilipDAth]

And both MX are crashing still?

[Robin777]

AMP is disabled on Appliance A and on Appliance B its enabled.

I am not sure if disabling content filtering is an good option because our endusers are doing sometimes crazy stuff.

[CedricMX]

For me AMP is not the problem. 

The load is under 25 % in the monitor dashboard.

[Brash]

"RMA is not acceptable for us."

Is there a reason that you won't accept an RMA for the crashing appliance?
It's always possible it's an actual hardware issue which an RMA may actually resolve.

Having worked for vendors before, I know with certainty that manufacturing duds do occur and these devices can be anywhere from unstable to DOA.

You can also push your AM to request an EFA if absolutely required.

Have Meraki support requested the device reboot logs/dump from the local device portal?

When I've had random reboots, this is typically where they have been able to find a cause of the issue, whether it be a known bug or other.

Beyond these, there is a known issue related to MX75 reboots which can only be resolved by RMA - Re: Meraki MX75 Random reboots - The Meraki Community
Meraki support should be able to confirm it from the reboot logs/dump.

[GiacomoS]

Hey folks,

As per @Brash , I've provided an update on the other thread. RMA is the quickest path forward right now, however the investigation is ongoing. 

I would strongly recommend to have a case open with Support and ensure that all the necessary testing is done to ensure the problems we are looking at are the same.

Many thanks!

Giac

[CedricMX]

I don't want to waste my time with untested products sold by Meraki when this incident has been around for a long time.
Meraki has to do stress tests before marketing products and it's not up to the customer to do this.
I therefore ask Meraki to take back all products awaiting deployment and replace them with tested and 100% FUNCTIONAL products.

[Robin777]

Is a RMA really the solution? We have tried to get a RMA and I am not waiting 10 days for shipping. Support mentioned that MX85 is out of stock?!

Whats going on here? How should it be with CedricMX? Do you have 12 new MX75 without this problem? Is it really a hardware issue? What is causing the problem? Bad mainboards, bad power supply - there must be a reason. If it's firmware I am going with CedricMX, take all defective appliances back, send me for the same value correct hardware which is running fine - without charging me additional costs.

Why are only some models affected? Again we are not talking about defective cables, we are talking about Enterprise ready firewalls which are expensive, we have Security Advanced licenses etc. I am working for now a long time in IT, bad things can happen, but the problem of rebooting appliances is known for months as I see in all your changelogs.

[CedricMX]

Did the Meraki RMA solve your reboot problem?
Has a replacement product ever been affected by the reboot problem?

[Robin777]

As I mentioned I am waiting now for 10 days to get a new appliance for one office site because MX85 is out of stock. Nice! My RMA request for another appliance was rejected, I have to upgrade to a newer firmware version.

[CedricMX]

From my undestanding you don't know if replaced product will be 100% safe.

🤔

[Robin777]

This is why I cannot understand why there is no transparency, no real deep support and so on. What is exactly the reason why our appliances are dying. Why should I do a RMA to get a new broken device? It does not make sense. From my perspective; Meraki could contact me, I am willing to do everything to help to understand why this is happening.