blog.noetech.com

Continuing Apple Xsan Support Issues

After my post yesterday I received a message my SE manager and a conference call was setup with all the SEs assigned to us and Bill Hudson from Cupertino. The call lasted about a half hour where they continued to insist the problem is that we are hosting too many volumes, though no one can offer up any documentation from Apple saying that they don't support our config.

Also, after explaining our exact problem (MDC becomes unresponsive but volumes don't fail-over) for the hundredth time, it seemed like they finally got it. It's not that the server crashes and the volumes fail-over, if it did that, I could live with it. So maybe some progress there.

I've sent over cvgather tar balls for every volume and their engineers are supposed to be looking at them to see if there's something wrong beyond the number of volumes. Though I've heard that several times before. I was supposed to receive an update today, but haven't as of 6pm.

To be honest I think that's the most frustration thing, the promises that they aren't keeping. I was told at least a month ago that engineers where going to look at our problem, but they never did. I've been told I'll get call backs and updates and never have. At least call me back and let me know that it's being looked into.

On the call I explained how I felt like we have a problem that they can't solve and their trying to blame us, which is not an uncommon support tactic. I've asked several times for them to say exactly what about our setup is not supported, and to back it up with documentation. "For best performance" doesn't count in my book. In fact, it implies to me that the other way is supported, it just won't support as many streams, not an issue for us at all.

Pissed over here, but lets see if I get some news by Monday.