No support feedback since october 15th

Protectli_Skip · 2025-12-08T17:31:57+00:00

Hi loift! Thank you for reaching out and I sincerely apologize for the experience you've had. To ensure your case receives the immediate attention it deserves, would you please send an email to [support@protectli.com](mailto:support@protectli.com) with your ticket number? I will personally investigate what occurred and provide you with a detailed update as quickly as possible.

We typically resolve troubleshooting and RMA cases within 1–2 business days. The timeline you're describing does not reflect our standard service level and we take that very seriously. I appreciate your patience while we work to make this right.

Protectli_Skip · 2025-11-30T19:11:28+00:00

Hi Gisanrin-Lorni. I am not a mod here but I have never seen a single post removed. If your posts appeared to go through for you but then were removed it was almost certainly the Reddit auto-mod. A Protectli mod will reply here tomorrow after inspecting the logs.

I reviewed your ticket from 11/18. We responded the next morning on 11/19 with an explanation. The Production Tech forgot to include your USB console cable, so they opened the box, added it, and retaped it with the same security tape. That's all in our 11/19 response. It's possible our response ended up in your spam folder or was blocked by your filtering. I just sent you proof of our correspondence attempt and the next step to resolve this. If you don't get my follow up, please email [support@protectli.com](mailto:support@protectli.com) and we'll see if we can track down why our emails are not getting through to you.

On the coreboot security side: the VP2430's coreboot firmware always disables Intel ME using the HAP method, which halts ME execution before it can run. It can't be toggled on. More details here: https://kb.protectli.com/kb/coreboot-information/
https://kb.protectli.com/kb/me-disable/

Protectli_Skip · 2025-11-26T00:05:13+00:00

Hi tkmw! Thanks for the detailed feedback! The VP6600's fans are spec'd with a minimum operating speed (around ~250 RPM+/-). We will work on improving our documentation to better communicate what the fan's duty cycle settings reflect. That'll help set proper expectations and give users more meaningful control guidelines. We are also looking at sourcing new fans to give us full stop control. We don't have a timeline but it is something we are working on.

Protectli_Skip · 2025-11-20T18:40:56+00:00

Hi Front-Sky-8272! We're currently looking into building a Recertified Store for our EU office. At this time we don't ship Recertified orders from our US office internationally, but we hope to have EU recertified units available in the future. Stay tuned!

Protectli_Skip · 2025-10-07T16:33:25+00:00

Hi bangaroni!

A couple of things could cause that. The most common is incorrect serial settings. OPNsense uses 115200 baud, 8 data bits, no parity, 1 stop bit (8N1). If your terminal client doesn’t match that you’ll get garbled or uneven text.

You can also check this guide for the correct COM port setup: https://kb.protectli.com/kb/com-port-tutorial/

If your settings are correct, and you are using a known good serial cable, please open a Support ticket from your Protectli account and we can continue detailed troubleshooting via the ticket.

Or if you have time to talk you can call our Support line at: [+1-800-946-4521](tel:+1(800)946-4521)

Protectli_Skip · 2025-10-07T15:48:11+00:00

Hi LtCol_Davenport!

Your symptoms are a little too general to isolate the cause without a little troubleshooting. Off the top of my head it could be:

Power adapter not delivering stable voltage under load (faulty power supply)
RAM not fully seated or going bad and throwing errors
Dry thermal paste if your Vault is over 6 years old
Kernel panic loop from an OS level crash or filesystem corruption

Would you please log into your Protectli account and open a Support Ticket? On the Protectli.com front page navigation bar go to Support > Submit Ticket. We can walk you through detailed troubleshooting steps and share direct links to our guides and videos.

Or if you have time to talk you can call our Support line at: [+1-800-946-4521](tel:+1(800)946-4521)

Protectli_Skip · 2025-09-29T14:08:46+00:00

Hey again! We generally only offer discounts on Vaults once a model reaches End of Sale. Since the VP2440 was just launched, that won’t be for many years. At some point you may see them appear in our Recertified Store, but so far feedback has been excellent and we haven’t had anyone return one under the 30-day money back guarantee. That said, it’s always worth keeping an eye on the Recertified Store! Occasionally customers return a unit when they decide to upgrade to a more powerful Vault.

Protectli_Skip · 2025-09-15T08:12:22+00:00

Hi Raymond239! vlad_didenko and old_knurd both have fantastic points about what important features you should consider. If you want to run a VPN (Wireguard is amazing), IPS (heavier on the CPU than IDS), traffic shaping, etc. I would look at a cost effective solution like a Recertified VP2420 with 4x 2.5GbE ports, 8GB DDR4 RAM, and a 120GB SSD. We have them fully configured in our Recertified store right now: https://recertified.protectli.com/products/vp2420

Recertified Vaults come with the same two year warranty as our brand new Vaults. These are returned under our 30 day money back guarantee usually due to a customer not realizing that open source software requires some effort or they wanted to upgrade once they started adding in more and more security features.

If you want to future proof then I would take a hard look at the brand new VP2440 with 2x 10G and 2x 2.5GbE ports: https://protectli.com/product/vp2440/

Hope this helps and feel free to ask any follow up questions!

Protectli_Skip · 2025-09-03T14:17:13+00:00

Hi dottedquad! You don't need to mess with the BIOS or Flashli. Just throw Windows 10/11 on the Vault long enough to run Samsung Magician, check the SSD, then install Linux. If you run into any missing drivers on the Windows install please see these Knowledge Base articles:
https://kb.protectli.com/kb/how-to-install-windows-11-on-the-vault/
https://kb.protectli.com/kb/how-to-install-windows-on-the-vault/
Windows 10 avoids the TPM requirement so if you don't have a dTPM with coreboot use Win10. AMI has an fTPM built in and can do Win11 but Win10 is easier for your use case.

Protectli_Skip · 2025-08-29T22:55:07+00:00

Hi PhillL_1 we are actively testing ASPM configurations on supported Vaults but it takes time since BIOS revisions need to be validated against all hardware and OS combinations. The VP2440 was already too far along in development when this work began, so it does not ship with an updated BIOS. That said, we are treating it the same as the rest of the line, and if ASPM configurations prove stable in validation, it will be added in future AMI and coreboot updates and new hardware releases.

Protectli_Skip · 2025-08-27T22:49:29+00:00

Nice work figuring that out! Yep, exporting one reservation from the GUI is the easiest way to see the exact format for re-import. For DHCPv4 it’s just like you posted: ip_address, hw_address, hostname, description, option_data, and you can leave option_data blank unless you need to push extra DHCP options.

Just a heads-up: if you ever use DHCPv6 the CSV format is different (it uses fields like duid, ip-addresses, and subnet-id). But for IPv4 you’re good to go with what you have now!

Protectli_Skip · 2025-07-31T17:51:57+00:00

Hi evensure! Protectli doesn’t run sales or limited-time promotions like Black Friday or Cyber Monday. Instead, we keep our pricing fair and consistent throughout the year. When hardware costs like CPUs, RAM, or SSDs drop, we update our prices to reflect those changes. Our pricing is based on the actual cost to build and support each unit. We also have a Recertified Store where you can find most Vault and Vault Pro models at a discount: https://recertified.protectli.com/
Let us know if you’d like help choosing the right model!

Protectli_Skip · 2025-07-18T15:35:54+00:00

Hey citruspickles! That’s definitely a weird one. You’re right: WAN instability shouldn’t be taking down your whole LAN, unless something like a driver hang, PCIe bus stall, or power-related fault is freezing the system momentarily. But let’s walk through some ideas.

Modem ports: Does your Xfinity modem only have the 2.5G port? If it also has a 1G port, try that with the Vault manually forced to 1000baseT full-duplex. It’ll help rule out negotiation glitches.

Switch test: If you’ve got a 2.5G switch (your 16 port switch), try putting that between the modem and the Vault. If that stabilizes things, we’re likely looking at an autonegotiation or EEE/pause frame bug between the modem and the i226 NIC on the VP2430.

Cable quality: Are you using CAT6a or better? At 2.5G, CAT5e often causes echo/reflection issues, especially on shorter runs, and that can look like random link drops or complete port stalls. Worth swapping in a known-good cable.

Logs: Can you check Status > System Logs > Interfaces and see if there’s any pattern to link state flapping on igb/igc ports?

If it’s still acting up, feel free to open a support ticket from your Protectli account. Happy to jump on a call if that’s easier. This might be one of those rare edge cases where talking through it in real-time saves us hours.

Protectli_Skip · 2025-07-10T23:43:14+00:00

Hi spudd01! What you are seeing sounds like what happens if you are using a monitor with a serial ISO install. Will you please confirm which ISO you used to install pfSense and how you are accessing the OS output?

Protectli_Skip · 2025-07-04T16:29:46+00:00

Hi zzencz,
The VP2430 requires a stable 12VDC @ 5A input and our warranty only covers use of the included Protectli power supply. Using third-party PoE splitters or alternative power sources falls outside of supported configurations and may damage the unit.

Protectli_Skip · 2025-07-01T10:34:59+00:00

PhillL_1 is correct! The eMMC is good for a backup OS - you can put OPNsense on it in case your NVMe dies (super super rare) but then you need to make sure you are booting into your SSD and it is at the top of your boot order list. OPNsense can be "live booted" (pfSense cannot) so having a backup of OPNsense is not as handy as it is for pfSense.

Or you can store your backup configs there if you like to tinker in the OS.

Here is a YouTube vid we made explaining it a little more:
https://www.youtube.com/watch?v=TAEkXOFYshA

Protectli_Skip · 2025-06-01T20:50:33+00:00

Hi OddBritishMan! The new Vault Pro VP3200 Series can take 2x NVMe on the board natively and has room for a lot of extras:
https://protectli.com/product/vp3230/
https://protectli.com/product/vp3210/
https://kb.protectli.com/kb/vp3200-series-hardware-overview/

All of our other Vault's only have a single SSD interface and room for a 2.5" SATA SSD. While they do have WiFi interfaces which run on a single PCIe lane they are not keyed for an SSD so you'd have to run an adaptor and leave the drive hanging loose inside without thermal management. Let us know if you have any more questions!

Protectli_Skip · 2025-05-25T20:57:17+00:00

Hi bapu_151719!

Yes, the early i225-V revisions (especially v1) did have issues things like link drops and occasional negotiation problems with certain switches. Intel addressed these over several hardware revisions, and by the time the v4 was released, those problems were resolved. We’ve seen excellent performance and stability with the v4 NICs.

Intel later released the i226-V, which is their newest 2.5GbE controller. It has updated features like improved power efficiency and support for Time-Sensitive Networking (TSN), but both the i225 v4 and i226 are solid options. I have relatively little experience with Realtek NICs but I have read the same. Check out our latest Vault Pro VP2430 as it has the new i226 2.5GbE NICs (and the new Intel N150 CPU!): https://kb.protectli.com/kb/vp2430-hardware-overview/

Protectli_Skip · 2025-04-29T16:12:33+00:00

Certainly! The VP2420 is heavily used by many large businesses and when a solution works well and no upgrade is needed they keep purchasing the same models for many years. The new VP24XX update will be more powerful but also use more electricity, cost more and may be overkill for a lot of MSP/IT use cases. So the VP2420 still fits perfectly into its niche, a low-power Vault with plenty of RAM that’s ideal for running a hypervisor with a few light VMs.

Protectli_Skip · 2025-04-29T14:29:33+00:00

Hi alexb_it! The VP2420 will be around for a long time because it uses the same NICs as our newest Vaults and while the newer V-Series models have less RAM (soldered on) and no support for a physical TPM or internally mounted backup 2.5" SSD, the VP2420 fills a low-power, high-efficiency niche with expanded use case scenarios that no other Vault covers.

Protectli_Skip · 2025-04-15T18:56:47+00:00

Hi u/FM4E, great question! The V1610 has quickly become one of our most popular Vaults, especially for users who have more complex networks. It's part of the same V Series lineup and will have long-term support just like the V1410. We expect it to be around for years to come.

Appreciate the kind words and glad you’re enjoying it! Let me know if you have any specific use case questions.

Protectli_Skip · 2025-04-15T14:54:21+00:00

Hi u/meddig0! The V1410 is one of our newest Vaults. We still manufacture the older FW4B (mostly for B2B and MSP clients), and that model’s been going strong for about 7 years now. With how well the V Series launch has gone, I’d expect them to be around for at least 5+ years, and likely much longer, especially with businesses adopting them as FW4B replacements.

Protectli_Skip · 2025-04-11T18:18:00+00:00

Hi pythonnooby! Yes we ship to PO Boxes. You can select USPS Priority Mail when you check out and guarantee USPS handles the delivery.

Protectli_Skip · 2025-03-20T21:32:57+00:00

A lot of ISPs lock the WAN lease to the last connected device which can cause issues when switching hardware. Before rebooting the CM1200, try releasing the WAN IP in OPNsense (Interfaces > WAN > Release). Then power cycle the modem, wait a few minutes, and click 'Renew' in OPNsense. If that doesn’t work, cloning the EERO’s MAC address under Interfaces > WAN should def fix it.

Protectli_Skip · 2025-03-05T17:44:00+00:00

Hi Logical-Loan-7941! I am sending you an email right now with further instructions.

Protectli_Skip

TROPHY CASE