Issue with WS-12-250-DC

[sirhc]

A user sent us an email asking for support.
All support is handled via the forums so I converted this to a forum post.
Below is the email we received.

I am running a new WS-12-250 DC on 12VDC in a remote install.

About once per hour, I am receiving an overhead error on Heatsink #1 that causes PoE to shut down.

After the heatsink cools, PoE is restored.

The switch is new, out of the box, running 1.5.25, and has been operating for about 1 week in a weather-tight enclosure.

Ambient temps are cool as we are seaside in Alaska in June.

Jun 12 15:35:14 switch[844]: Disabling PoE power on port 1 (Camera 48VH PoE) due to Power Supply Thermal out of specification (heatsink 1 is 108 C).
Jun 12 15:43:17 switch[844]: Enabling PoE power (48VH) on port 1 (Camera 48VH POE) due to Power Supply Thermal within specification

I have encountered this issue before in another location that runs 24VDC, but that spot is significantly hotter.

We have other WS-12-250s running 4x cameras on VH PoE, and they operate without issue.

We have approximately 50 of your devices in the wild and have only encountered this issue twice.

I have spent $22,500 since 1/2024.

My colleague Joe Pifer at explore has also ordered a significant amount since using your products. Some assistance would help us instill confidence in your products.

Do you have any recommendations on what to try next?

This site is way off the map and will require significant effort and cost to visit.

Regards, BJ

OK some questions:
1)
What is the MAC address of the WS-12-250-DC

2)
You say you had a similar issue before: "I have encountered this issue before in another location that runs 24VDC, but that spot is significantly hotter."'
In this other issue what was the solution?


3)
The switch is new, out of the box, running 1.5.25, and has been operating for about 1 week in a weather-tight enclosure.
How big enclosure?
Is the enclosure vented, and if so how?
What color is the enclosure?
Is the enclosure in direct sunlight?
Do you have a temperature monitor in the box?

4)
What are you powering from this unit, how many total watts. Maybe post up the Status and the Device/Status TABs.
Take screen shots and upload the pics using the upload attachment link below the 4 BLUE BUTTONS.

upload.png (3.79 KiB) Viewed 319 times

5)
Are you monitoring the switch via SNMP?

If so do you see the other temp sensors rising on the switch such as: Board temp, SOC temp, PHY temp?
If you are seeing the other sensors climbing then you can surmise the inside temp of the enclosure is getting hot!?

Are you monitoring the input voltage? If you are powering the switch with 12V as your input voltage drops the heat generated by the power supply rises as it is up-converting to 48V which requires more amps and if this is a closed non vented box it will get warmer and warmer as the power supply will generate more heat converting a lower voltage to a higher voltage relative to the watts needed at 48V.


Statement:

We have approximately 50 of your devices in the wild and have only encountered this issue twice. I have spent $22,500 since 1/2024. My colleague Joe Pifer at explore has also ordered a significant amount since using your products. Some assistance would help us instill confidence in your products.

OK, so you say you have 50+/- of our units in service and your friend has a significant amount and out of all these units you have TWO issues and your confidence in our product is in question?

Lets assume your friend Joe has similar quantities so we are talking about 100 units, and you have 2 issues which is a 98% success rate.

Now you did not have to tell me how many units you have, I don't care if it's 1 or 1,000, if I can help you I will.

Now I would suggest you answer my questions above. This does not mean I have some magic answer as I am not there.

It is very possible the unit is defective, but I doubt it.

At this point I am leaning towards it is actually over heating either by environment (non vented enclosure). If this is a 12V system and your powering 48V devices the power supply is stepping up voltage it could also be that the input voltage drops causing more heat or over loading the power supply. Again I need more info.

[bkirschh]

Answers

1. The device is no longer connected to the internet so I cannot give you the MAC Address. I have ordered 18 of these in the past 18 months and I do not keep track of the exact units going to each site. I think it was was newly purchased in April. I am hopeful I can get a picture soon from the field staff.

2. The other situation was an DC off grid setup with an 8 port model in a vented steel box located in Saskatchewan. One of the temps would quickly rise and PoE was automatically switched off. The Switch was powering a camera with 48VH PoE (~18W), a WiFi AP (~4w), and a fixed wireless radio ~5w). I was unable to return to the site and the problem has yet to reappear in 2025.

3.
Enclosure: 30"x25x8"

Aluminum Backplate 27"x21"x.188"

Netonix is secured directly to the backplate

Enclosure color: Gray, mounted on the north side of 800W of solar panels so typically in the shade.

We do not have direct temp monitoring in the box. Battery temps (different box) monitored via a BMS. That box is black and we have not received any high temp alarms from the BMS.


4.

Total power output is 37.0w (see attached screenshot)

5.

No SNMP monitoring

Yes to voltage monitoring. Minimum voltage before the switch died was 13.1. We are running lithium so typically during the log days we are max at 14.2 and at night the voltage tapers to 13.1.


Additional comments

This switch was new out of the box. The replacement was also new out of the box. The replacement has operated flawlessly in the same basic conditions. Many of our installations are near exact replicas, with hardware mounted to CNC cut aluminum plates. I am hopeful to get photos of the broken unit any day now. Retrieval could happen in August or September.

Thank you


BJ

[sirhc]

Well then by your answers that would point to a defective unit, RMA it?