1. Why are we replacing these mainboards?

There have unfortunately been an increasing number of unexplained incidents with mainboards on a number of servers from these models: AX42, AX52 and AX102. After a detailed analysis of the incidents which we did in cooperation with the manufacturer, it became clear that there is a design error on the mainboard for these models. We want to minimize the risk of this causing a problem on these servers, so we want to replace all affected mainboards. You can find a status message about this at Hetzner Status.

2. When will we replace the mainboards?

The process to replace these mainboards will begin in February 2025. Because many mainboards are affected, we estimate that it will take an entire year to replace all of them, and it will require some complex logistical organization. That is why we will replace the mainboards data center by data center, starting with DC1 at each of our locations.

We will do the mainboard replacements during these times:

• Nuremberg: Mondays to Fridays between 8:00 AM and 4:00 PM (CET)
• Helsinki: Mondays to Fridays between 8:00 AM and 4:00 PM (CET)
• Falkenstein: Mondays to Fridays between 6:00 AM and 10:00 PM (CET)

We will send affected customers a separate email with a scheduled appointment time within a 4-hour window to make it easier for them plan.

Below, you can see the progress for this project at each separate location and data center. We will update this each week:

3. How will I know if my server is affected?

If any of your servers are affected, we will send you an email two weeks before we replace the mainboards on each of your affected servers. You can also find an easy-to-read list of the affected servers here: https://robot.hetzner.com/server

If you ordered your server after 9 January 2025, you will not be affected.

4. What do I need to do before the scheduled mainboard replacement?

To secure your data, we recommend that you first make backups of it.

Please also make sure that the affected server is shut down before the appointment, for example, by using a time control (“at”-job). To do so, follow the steps below. You need to have an SSH connection to your server to do this.

1. Use the command "date" to check that your system time is set correctly.

   If your system time is incorrect, you can use the command "ntpdate" to correct it. (Note: To do this, you will need to have already installed "ntpdate" or the alternative "netdate"):

   ntpdate ptbtime1.ptb.de && hwclock -w

2. Get command information about the time controlled execution of "at" commands by calling up the manpage for "at" at the command line for your servers:

   man at

3. Check that the "at" service for your server is running by looking for "atd" in the process list:

   ps ax | grep atd

4. Start the "at" service (You will need to have already installed the "at" service):

   /etc/init.d/atd start

5. Create a new time controlled "at" job so that you can shut down your system at a specific time, for example, at 22 January 2025 at 7:45 AM:

   echo "/sbin/shutdown -h now" | at 07:45 22.01.2025

6. Check to make sure that you correctly entered your "at" command:

   atq

5. Can I switch to another server?

Affected customers have the option of switching to another server from the current product line. In this case, we will waive the usual setup fee or issue a credit note for the invoiced fees in the following month. If you want to choose this option, please follow these steps:

1. Order the new server using your account on Robot.

2. Once you have received the new server, write a support ticket. You can do this via the "Support" and "Accountancy" tabs at https://robot.hetzner.com/server

3. In the support request, give us the order number for the new server and the server ID for the affected server that you want to replace. Then write a brief statement like, “Please remove the setup fee because I'm affected by the mainboard issue.”

4. Cancel the affected server by navigating to that server on your Robot account. Please see https://docs.hetzner.com/general/cancellation/cancellation-robot#cancellations-for-robot-customers

5. We will then check your request and remove the setup fee.

6. Can I pick the appointment for the mainboard replacement?

That will not be possible, unfortunately; it would make the logistics too complicated. We ask you for your understanding here.

7. Do I need to pay for the mainboard replacement?

No, it is completely free.

Note about updates to this page:

We will regularly check and edit this page to make sure that the information on it is up to date. Please feel free to check it regularly, so that you are informed of any relevant updates.