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?