Andy, Ross and BrownhillsBob may be expecting me to have a pop at Apple here (as is my way), but I’m not going to, or at least only a brief whinge, with the main target (again) being idiots that claim to know a product, but don’t.
Those of you with long memories may remember this lengthy rant. A short swipe at OSX, and a big load rant at fucking Symantec (as a colleague commented, is there *any* company Symantec have bought and not fucked up the product?), and a big rant at fuckwits who don’t understand what they are being paid to do.
The OSX server mentioned in that rant failed. To be completely fair, it’s worked completely reliably for six years now, which is impressive. So I’m not going to complain, and it was clearly hardware that was bost.
A few attempts by colleagues and myself to resurrect it failed, so we called the support company (sadly the same fuckwits from the story back in 2009). They wander in, (bringing a manual, which sets off alarm bells- I’d expect a field engineer to not need it….) say the server’s not supported by Fruitco any more, that parts are a nightmare, briefly try (and fail to get) Target Disk Mode, (which, I note, doesn’t work with disks attached to a hardware RAID card, so wouldn’t have helped), shrug a bit, say that our diagnosis of a buggered RAID card might be right or maybe it might be the logic board (as there’s little more than those 2 fucking boards in it, this is hardly advanced diagnosis, and leave.
At this point, I begin to wonder what we’re paying the fuckers for, and I start restoring the files to the only place we have a Backup Exec agent and 1TB of spare storage: a Windows Server 2003 box. Most of the data restores, but some recent work is lost as it didn’t make the tapes (the Mac workstations being too old for Time Machine), and some initially didn’t restore due to file naming incompatibilities (take it from me, anyone using mixed operating systems (our backup is Windows-based) should read this, and this: most of the restrictions are with Windows, but you never know what OS you may be sharing files with. I personally think it all went downhill once spaces were allowed in filenames :-), and here’s my brief whinge: I know the limitation is Windows, but allowing “:” and “\” in a filename is just fucking wrong, and supporting your hardware a bit longer would be nice.
Now then, what to do? The users are (mostly) working again. First of all, the original support co is ditched. We call another supplier, and the difference is incredible: engineer arrives, asks all the right questions, listens to what diagnostic steps we’ve tried, sounds like he knows what he’s talking about, diagnoses a logic board failure, and offers to take the server back to the workshop to attempt recovery of the recent data for a very modest fee. Guess who’ll be getting the support contract, and potentially an order for new machines in a while?
It also makes me think I should have taken better note of the warning signs six years ago: these people claim to be supporting us (and originally claimed to know the product, but, as is so often the case, don’t. I’m glad to say that I didn’t arrange their involvement.