SysAdmin Blog

ATEN support - a positive surprise

Alexander Bochmann Friday 17 of October, 2014
In my previous post - quite some time ago - I was bitching about the scarcely documented RADIUS authorization function on one of our ATEN SN0116 serial console servers.

Some time later, I found out that RADIUS authentication doesn't quite work - only one user could log on when using RADIUS, and subsequent login attempts were denied. At the same time, there was no such problem when using local user accounts on the system.

Initially, I didn't bother opening a support request with ATEN for this issue, because I didn't expect anything to happen (no support contracts and all). Nevertheless, just before giving up on the RADIUS functionality, I registered one of our systems and described the problem.

After a bit of back and forth with the support representative on the ticket, I quickly got through both the "reporting this to engineering" and "engineering acknowledged the problem" stages, to get an updated software only a couple of days later.

It's not yet up on the ATEN firmware download page, but I assume the upcoming version (the next after v3.1.303) will have the relevant bug fix.

At our company, we've been quite exhausted by our support experiences with the likes of Cisco and Juniper in the past months, so this was really a pleasant experience for a change. Thank you, ATEN.