Last week, we’ve received some reports about issues with Vero 4K + and the on-board Ethernet; particularly when using it with Gigabit switches. We’ve been taking this seriously and making sure we gather all the necessary information and hardware to address this as promptly as possible.
So far twelve customers seem to be affected. Because of such a small proportion of reports, the most logical explanation is a hardware defect affecting these devices. If this is indeed the case, we will of course be replacing these units.
We’ve been working in to the late hours to solve the problem. It can be tricky when you’re unable to reproduce the problem with any equipment you have yourself. It’s important we get hardware (including switches) from affected customers to reproduce the conditions as closely as possible; so that’s what we’ve been doing.
Today (or rather, yesterday now) I received a device from @Nightcustard. My initial suspicion was a hardware defect from the fact he had purchased three other Veros and could swap their positions without issue. I can confirm after receiving the device today that I can reproduce a problem (on TX side) with his hardware when I plug it in to the same switch I’ve had no issues with.
I’m investigating that further; and he will be sent a confirmed working replacement shortly.
Some users have reported that their issues disappear when they use a different switch. This issue may not be hardware related. @martini2 has posted his switch to us; and we expect to receive it in the next day or two. We’ll then be able to confirm if his switch causes issues for all Vero 4K + devices (indicating a driver problem); or if things are fine (indicating an isolated hardware problem).
@dbmandrake and @grahamh have been testing pre-production samples with me since around May 2018. We found a number of problems with the Ethernet driver; but we were able to resolve these. We did have a limited amount of test equipment however; so it’s possible we’ve hit some quirks. We may have fixed things for us, but not for all equipment. That should shortly be evident upon receipt of the reportedly problematic switch.
While I’ve been waiting for an affected unit and problematic switch to arrive, I’ve been digging in to the driver and have identified a number of issues, that quite frankly, wouldn’t have helped the situation. As such, I’ve been working on a number of improvements and I will make these available for testing as well as outline the changes in detail shortly.
So simply put, it’s possible that we have two issues here. Some users may be affected by a hardware problem; and some users may be experiencing a harsh interaction with their equipment. We will resolve both scenarios if this is indeed the case; and we will know soon enough.
In the interim, we’ve done a couple of things to limit the impact of these issues. As @Nightcustard’s device is noticeably problematic, we’re able to adapt our test suite to detect such issues. This will allow us to identify problematic units before they leave London and this should be ready in the next two days. As we learn more about the situation, we’ll also learn more about any symptoms and refine any changes if necessary. This lets us remove any faulty units out of the supply chain promptly.
Further to this, once we have a set of conformity guidelines, we will forward this to our partners in China so that we have an earlier QA step as a buffer. This will prevent us from shipping what would effectively be DOA units from China in to London and add a further robust and independent QA check.
I’ve made a list of affected users and the information we have received from them so far. If I have forgotten you, I do apologise and let me know via PM with a link to your issues / report. It’s been very chaotic for the last few days. I have done my best to cover everyone from the several threads.
In the coming days, I will be following up with you personally via PM to make sure we achieve the correct resolution for you and you end up with a device that meets the standard you’d expect from OSMC.
We’re taking this seriously, and we will get this fixed.
Thanks for your understanding