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5D Reboot Loops
07-25-2014, 04:30 PM
Post: #1
5D Reboot Loops
Drobo has acknowledged existence of a possible defect effecting a small percentage of Drobo 5D customers: in a few isolated cases the 5D the unit will go into a reboot loop without drives. This only applies to the 5D, if on any other product please file a case with support.

It is highly unlikely that your data will be put at risk.

We wish to apologize for any inconvenience this may cause.

Please note that our engineering staff is working hard to resolve this issue.


SYMPTOMS

The initial "phase" or manifestation of this defect is that the 5D will enter a "reboot-loop" - with the drives installed.

The 2nd phase, which is likely to confirm the existence of the defect, is that the 5D will continue rebooting itself - without the drives installed.

WHAT TO DO

If you encounter an issue where your unit goes into a reboot loop, please do the following:

1. Safely power down the unit

2. REMOVE ALL DRIVES (and the mSATA if in use) from the unit.

3. Power-up the unit

4. If the unit DOES NOT continue to reboot itself, please contact support and start a support ticket to have this reviewed. Also please provide logs without drives installed.

5. If you power the unit back online, and it continues to be in a reboot loop without drives installed, please follow the procedure below (STEP #2) to do the pin hole reset on the unit.

http://support.drobo.com/app/answers/detail/a_id/32

(NOTE THAT THE RESET ‘without drives installed ‘ MAY NEED TO BE PERFORMED UP TO THREE TIMES)

6. If the unit is still continuing to reboot without drives after 3 attempted pin hole resets, please contact support and start a support ticket to have this reviewed.

Thank You,

Drobo Support
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