Start9 Server Pure may be dead

StartOS Support
1

Story–
Bought a Server Pure a couple years ago, have kept it and services up to date, made backups from Start9 to local Linux computer, running pretty much 24/7 except for minor interruptions (power outage, reboot, etc.) for many months.

Yesterday my brother switched of the electrical breaker for part of the house that includes the Start9 server and the Asus Wifi router, to work on a three way wall switch. He flipped the breaker back on about 20 minutes later, and the ISP modem and Asus router rebooted (as happens sometimes with local power outages), but noticed a few minutes later that although the Start9 server rebooted, its fan was blowing continuously at maximum-speed (I could tell because of the sound, because I have heard the fan’s noise at various speeds for many months) without cycling.

What I did–
Checked whether I could log in (from main Linux computer) to the .local address of Start9 server: no. So logged into router’s admin: Start9 server did not appear in router’s list of attached clients. Tried another ethernet cable between Start9 server and router, power-cycled Start9 server: still no entry in router’s client list. Turned off both router and server, allowed router to reboot first, then turned on Start9 server. Fan at maximum in server, but server still did not appear in the router’s list of attached clients (all other clients (ethernet and Wifi) were listed in router-admin interface, and were working normally). Moved ethernet cable from server to a different router port: no effect; same issue.

Moved Start9 server and its power supply to my computer room to plug monitor and keyboard into Start9 Pure; HDMI cable from monitor to “HD” port on Server Pure, USB-C cable between keyboard and USB-C port on Server Pure. Pressed power button on Pure server: fan immediately turned to maximum speed, no video output to monitor. Turned server off (long-press of power button), then turned back on and pressed Escape key on keyboard repeatedly to try to see server firmware page on monitor: nothing. Tried same thing several more times with same (no) result.

Downloaded Start OS for Server pure, made a bootable USB drive with it. plugged it into high-speed (blue) USB-A port on Server Pure, turned on power to see if server would boot from disk: loud fan, but no video on monitor. Tried several more times using different USB ports on server and combinations of power-cycling with server power button and/or power-supply/adapter: same (no) result.

Downloaded Server Pure firmware to put on USB disk, to try to reinstall firmware. Tried different USB ports on server, all attempts failed: fan at maximum, no video to monitor, fast-repeating of ESC key did not bring up firmware menu.

So, at this point at least temporarily out of ideas. The Server Pure has worked well for these last many months since purchase, but may be–appears to be–dead at this point, unless I can figure out something else to try or get any suggestions.

2

The lack of HDMI output from the server is concerning and suggests something serious… but… that doesn’t fit so well with the fan noise (it’s clearly being told by firmware to do something).

I’d look at trying another monitor. Something basic. Something simple. Most people today, if they have a stand alone monitor, tend to have something fancy. Maybe give a TV a try?

3

That seemed like a great suggestion. No luck so far though. I tried various combinations of connecting the Server Pure with two different monitors (an LG OLED TV about 4 years old, and a small Viewsonic external monitor (a TD1655)) alternating between two different HDMI cables.

After connecting the Server Pure to a monitor, I turned the Server Pure on to see if any signal would display: no. Turned off and tried again while pressing the ESC key on a wired keyboard (a Leopold FC660MBT keyboard in USB wired mode) quickly and repeatedly to see if a firmware screen displayed, no luck so far. (I tested the keyboard and its USB cable with my primary Linux computer to make sure it was working correctly in wired (not Bluetooth) mode before using it with the Server Pure). I tried booting to firmware both with and without a FAT32 USB thumb drive connected to one of the SS USB blue ports of the Server Pure. The USB drive contained just the .zip file of the Server Pure firmware ( I downloaded the pureboot-librem_mini_v2-basic_usb_autoboot-Release-29.zip) Hope that was the correct firmware to try.

So no luck so far. However far the Server Pure gets into its boot routine, it doesn’t seem to be communicating with either a monitor or with a router when it’s connected to one by ethernet cable. I tried two different ethernet cables and two different ethernet ports on the router without success. The router doesn’t even see the Server Pure (judging by the attached client list in the router’s HTML-webpage administration interface. It’s puzzling and I hope I’m not overlooking something silly or obvious. Still trying to think what else to try. I’m pretty good with software and firmware, but not very experienced with opening and trying to troubleshoot or repair hardware.

Anyway, thanks for the reply and suggestion.

4

Hi Steve,

As a Start9 customer, you probably should be on start9.me so we can resolve this more efficiently. This is an issue you’d need to work out with Start9 customer support, rather than here on the community forum.

You have a sticker on the underside of your server for signup, but you can also email me at support@start9.com

5

Thanks for the reply/suggestion.

Yes, there is a sticker on the bottom surface of the Server Pure that reads “Server Pure 4TB 32GB” and has a 13 digit (including the initial zero) serial number. I’ll try to use that serial number at start9.me. Thanks.

Edit: the serial number was not recognized as a valid access code at start9.me, so I sent an email trying to provide as much information I have or can remember about the Server Pure order, with a photo of the Server Pure underside attached, to the start9 support email address.

Thank you.
Steve

6

You’ll need what was called a redemption code back then, I’m working on getting you another.

7

I have a similar problem and have done what @steve_55226 did with similar results. I have emailed support@start9.com last week with no response. @StuPleb , can you be of any assistance with this?

8

Every email to support gets some kind of response, even if the person emailing is not a customer. There are no emails from the email address registered with your account here in the forum in the support inbox.

Feel free to email me directly at stu@start9.com - or contact me on start9.me if you have a Pure with an issue. Make sure to include your order number so I can look up exactly what you have.

9

Email sent. Thank you for the assistance.

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