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SG200 Lifetime Warranty?

gfunkdave
Level 1
Level 1

I installed a SG200-26P at a friend's B&B a few years ago and it has been slowly losing ports. Suddenly I'll get alerts from the Unifi controller than an AP has been disconnected over and over. The ports that go bad will start only syncing at 100Mbps, then 10 half duplex. Sometimes they go down entirely. Sometimes they bounce back to 100 Mbps but never to gigabit. Plugging the cable into a new port fixes it, but it has now happened to 5 ports and we're out of good ports! 

 

I know Cisco has a limited lifetime hardware warranty but the warranty page asks for a SKU or product family, and apparently these are different from the model number. Can anyone help me see if this is covered and how to get a replacement?

14 Replies 14

balaji.bandi
Hall of Fame
Hall of Fame

Check the below Link : ( contact TAC Locally with your device details - explaining the proiblem) - see if they can help.

 

https://www.cisco.com/c/en/us/products/warranties/warranty-doc-c99-740618.html

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Thanks, Balaji. I've seen the page you linked to, which then links to https://www.cisco.com/go/warranty. The "online warranty finder" is the page I referred to that asks for a SKU.

We bought this from Amazon, but they of course want nothing to do with a switch bought 3 years ago so I'm trying to find out if I can get warranty service direct from Cisco.

I know it put you in difficult situation as the time passed, some of the information fade away.

 

If i were you, i give a try to contact Cisco support number SMB and explain the situation, rather going around.

Then you get straight answer what is to be done next - Hope that is good approach i guess.

 

Since i do maintly all enterprise equiment, most of them required Smartnet contract, as long as smartnet contract there give serial number, you get replacement.

 

your is case as end user - you may be getting replacement as they malfunction by age, (hope not by physical damage).

 

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What's described sounds more like a misconfiguration than a hardware issue.

 

Can you post your config and any relevant logs?

Not sure why you'd think it was a misconfiguration (I haven't changed the config since the initial setup). The ports just...die while something is plugged into them and nothing much else is happening. FWIW this is the second SG-series switch I've had this issue with.

 

Are these the files you're looking for?

Firmware upgrade needed before any troubleshooting.

ah, thanks for pointing that out. The firmware is upgraded to 1.4.11.5 and the behavior is the same.

Can you post updated config?

Sure, here you go.

 

 

Aside from the AP's, do you have any other VLAN-aware devices downstream?

 

By 'B&B,' you mean 'bed & breakfast,' correct? (Trying to understand your use case.)

Correct, B&B = bed and breakfast. 

The only VLAN-aware devices on the network are the main router, 8 APs, a second 5-port switch that is connected to the Cisco, and the Cisco itself. 

 

There are other things plugged into the Cisco switch (a couple Macs, an internet radio, the credit card machine) but none is VLAN-aware.

 

 

So we'll come back to VLAN-aware devices . . . but can you reconfigure all the ports-with-other-things-connected, as VLAN 10 access ports? Or are ports 10-12 and 21-24 the only 'other things'?

 

Also, is the Cloud Key controlling on untagged VLAN 1 or tagged VLAN 10?

 

Lastly, reconfigure any port with nothing connected as VLAN 10 access ports (preferably administratively disabled), and revert back to any default settings (e.g. autonegotiation).

 

Please post updated config.

So, I'm hesitant to make wholesale changes to their network when I'm not sure what's plugged in to a couple of the ports. Looking at the switch status, it looks like the ports I've noted as having a Mac plugged in are not active (the Macs are off or unplugged). I think I see the only other two ports (credit card machine and internet radio device). What's the goal in putting everything else on VLAN 10?

 

The CloudKey is untagged on VLAN 1. VLAN 10 is the "guest" VLAN. APs are also all on VLAN 1 untagged and tag guest network traffic to VLAN 10.

 

If you tell me a bit of the game plan I can try to give them a heads up. I'm 4 hours away so I can't just drop by and fix anything I break. :)

I agree, I would definitely not make any changes during business operations or without being physically present in case things go south.

 

Stepping back, use of untagged VLAN 1 is not advised. Short of addressing that, some port maintenance/cleanup might help. VLAN-unaware devices on trunked ports (which VLAN should they be on?) and manual link negotiation on port 15 (unless that's intentional) are two examples that jump out.

 

It'd be much easier to troubleshoot if you updated your port descriptions with more consistent naming, so that it's clear which ports have WAPs connected, which ports have other VLAN-un/aware devices connected, which ports have nothing connected, etc. (Physically connecting all devices in adjacent physical groupings, like grouping the physical ports on the front of the switch itself by what's connected at the other end, is even better.)

 

Finally, going out on a limb here—but I would be very unsurprised if your issue actually has less to do with the switch and more to do with the Cloud Key/WAPs (i.e. controller/adopted devices)... however their interconnectivity might relate to switch configuration. The next piece of the intermittently-losing-WAP/s puzzle is more likely to come from the Ubiquiti side of things than the L2 switching side of things. That you're able to observe negotiated link speed changes simply confirms that something is happening to the link itself, but that doesn't necessarily point to the switch or the connected host (especially when the connected host is a device being 'controlled' by a third device on a different port).

 

What we can be pretty certain of however is it being astronomically unlikely that this switch is failing at a hardware level.