data robotics have encrypted the log files for reason unknown. they are the only ones who know how to decrypt them. I would also like to know how to decrypt the log file for diagnostic purposes. it seems like this feature is there so if you contact support they might want to know whats wrong with your device and they might ask you to send them the log file.
your information is for their eyes only for some reason…
This is actually a very simple thing for them to solve. Split the information into two log outputs. One thats public and clear with all the consumer useful information in it. And one that is private for support diagnostics. It really can’t be that hard to implement.
I agree that the log file should either be unencrypted or that the Dashboard should have better diagnostic information to it, but you’re complaining about the response time for a consumer level RAID device. It’s not an enterprise grade solution. If you want one-hour response, you have to pay for that.
I have a DroboPro at home and at work, but we also have a Fujitsu Eternus. It cost about $25,000 with education pricing to fully populate with only 24TB and the drives are about $700 a pop. But we get on-site same day service and free drive failure replacement from Fujitsu. There’s a difference between consumer devices and enterprise devices. The DroboPro and Elite are not enterprise level devices.
True, DRI’s venturing into the “prosumer” space whether they intend to or not, so that’s the danger space.
On one hand there’s probably a large number of Drobo customers who aren’t on this forum, but they’re not techy.
On the other hand, you have us “techy” folks who want to get the best out of their equipment.
It’s a tough spot, and a good reminder - both of expectations and of cost perception. Costing “a lot” is really relative. In my work we have people complaining that they paid “a lot” for a $120 piece of hardware and expecting toll-free support and next-day replacement. It’s all relative, heh.