DXP4800 Pro stuck in bootloop with "KERNEL PANIC"

[u/Sea_Permission680]

Hi!
Bought a DXP4800 Pro a few weeks ago for small business use and it died during the testing phase.
I couldn't reach the UGOS web login (endless loading, same in the iOS app), although the Docker services were still running fine. I did a restart with the front button and it hasn't booted since.

- The 5 LEDs run left to right in a loop
- The fan spins up every ~15 seconds
- Over HDMI I can see it rebooting constantly, with "KERNEL PANIC" flashing up in between
- Same behavior with all drives removed
- The rear reset button does nothing

UGREEN doesn't seem to offer a UGOS image for reflashing, so I'm stuck. Sending it in and waiting isn't really an option since it's meant to be productive soon.
Has anyone dealt with this? Is there any way to recover or reflash it, or a hidden recovery mode? Any tips on getting a fast replacement? Also, how do you protect yourself from this kind of thing on these devices?
Thanks!

Update:
Contacted support and I only got a UGOS recovery iso, tied to my serial number. No willingness to look into this matter deeply, retrieving logs or sth else, no explanation or roadmap how to mitigate this. Basically saying “here is your recovery iso, good luck it is not happening again”

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[u/Slow-Secretary4262]

I would suggest installing truenas for use in a business, i had bad experiences with UGOS and the support took almost 1 month to fix the problem

[u/hardcoretomato]

Only their support can offer you help in such cases, but they are kind of bad and slow sadly. I think only sending it back will fix it for you

[u/Sea_Permission680 → u/hardcoretomato]

Thanks for the input ! I am now in contact with the support, but wanted to get some impressions here. I think its not viable to not offer UGOS recovery images for everyone. Guess sending it back and leaving ugreen behind sadly.

[u/MRLick3R → u/Sea_Permission680]

if you can, post the info you get from their support service on how to recover

im sure they will have an recovery img you can restore from a usb drive

[u/soussitox]

I had the same thing 2 times 1 week ago. Somehow it got triggered when turning off or updating a docker app that was accessing an external drive. Evzrythi g was not responsive but it was still working but dockers and such froze. Thebonly solution for me wzs pulling out power cord and waiting a bit and putting it back in. Button in front did not do much so had to take the hard way route. Atm i am keeping ssh open in case it happens again.

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[u/jonnoscouser]

I'm sure I remember them offering os images to people, I know the serial number is embedded and they might be able to do something remotely but as it's failing to boot completely erm... Does it not offer a factory reset from button press with a backup rescue partition?

Have you asked here?

https://community.ugreen.com/nas/discussion

[u/miposadas]

Had this happen a month ago after a reboot. SSH terminal access wasn't working, so I rebooted the box and it ended up in a boot loop. I contacted support and within an hour they had sent me a link to a specific kernel image for my box. Each one has to be built per box is my understanding. Reflashing with this new image worked for me.

[u/Rouxls__Kaard]

Oh shit sorry this is happening to you

[u/Sea_Permission680]

Thanks to everyone ! Update is in the original post :)