I have set up my HDD in RAID config and used R7000 router's Advanced>Readyshare>ReadyCloud to use my HDD to back up my PCs and photos and videos from mobile devices. Everything worked great and from all my mobile devices (iPhone 4, iPhone 5c, iPhone 6Plus and iPhone 7s Plus) i was able to leverage media backup to store my photos and videos on HDD.Suddenly 5 days back media back up just stopped working. Nothing has changed either on devices or on router or on HDD. When i open the Ready Cloud App and go to Media Back up tab.. it just sits on uploading 137 photos but doesnt upload or back up anything from any of the mobile devices.

I believe this is a Readycloud issue. I have been emailing Ye Zhang, Netgear support and sending screenshots of the issue. Again, I'm running the iOS 11.0.2. it still shows uploading media, but nothing is actually being uploaded. FRUSTRATED!!! Netgear please fix this.

They reached out to me and asked for a time to call - I am expecting the call this week and as soon as I hear back from them or if they can resolve it - I will update this thread.. hopefully this is end of our misery ;)

Bernard did call me last week and we spend about 2 hours resetting the router, unregestring the drive and router from cloud services and registering them all over again; but that didnt work. He uploaded the latest back up settings file and logs file to this case for the engineering teams to look at and see why this firmware is causing the media back up from latest ios to freeze.Surprisingly on friday last week all of a sudden the media back up on my iPhone 4s (ios 7.1.2), iPhone 5c (ios 10.3.3) and my iPad (ios 11.1.2) started to work and the only thing i did was deleted the ready cloud app on those devices and installed them again.However when i repeated the same step on iPhione 6sPlus (ios 11.1.2) and 7s Plus - it didnt work. So waiting on engineering team to get back with fix.PLEASE NOT THAT iPAD IOS and 6sPLUS IOS is the same still on firmware version R7000-V1.0.9.10_1.2.23.chk the media back was only happening for ipad and not 6s Plus. Reverting back to R7000-V1.0.9.10_1.2.21.chk from latest R7000-V1.0.9.10_1.2.23.chkdid solved the problem temporarily but i am still going to keep this case open so that engineering team can fix the issue in 23 version also.

UpdateNetgear support reached out again and based on all the logs I provided them last time apparently their engineers have developed a beta firmware fixing this bug. I just accepted their agreement for the same and now waiting to receive the SW. if it fixes our woes - I will update you all.Thanks for the support guys and thanks to netgear support Team listening to us.

Can you unregister and re-register R7000 to ReadyCLOUD in the router web page to see if that solves the issue?

ReadyCloud V2.0.0,(2027) on iOs11.0.3 not doing media backup on R7000

46 Replies

YeZ
NETGEAR Expert
Oct 20, 2017
Can you unregister and re-register R7000 to ReadyCLOUD in the router web page to see if that solves the issue?
- NrAtWork
  Guide
  Oct 20, 2017
  Thanks YeZ for your help:
  I did this step yesterday before posting on community board. I unregistered the router and I also deleted the ready cloud app also from all phones and then registered r7000 again and then reinstalled the app- but the problem is still there: I still can’t do any media backups from my devices
  - JeremyDE
    Tutor
    Oct 22, 2017
    I’m having the same problem. It just shows that it’s uploading my media but it is not working. I’ve tried your recommendations and it’s still not functioning. Help.
- NrAtWork
  Guide
  Oct 26, 2017
  hanks YeZ for your help:
  I did this step yesterday before posting on community board. I unregistered the router and I also deleted the ready cloud app also from all phones and then registered r7000 again and then reinstalled the app- but the problem is still there: I still can’t do any media backups from my devices
  - jerome60
    Aspirant
    Oct 27, 2017
    same thing happened to me finally erased router and started all over from square one and same problem also using ios 11
ElaineM
NETGEAR Employee Retired
Nov 08, 2017
Hey guys I already forward your concern to our support team.

Someone will be in contact with you to get further details.
- dhamsher
  Tutor
  Nov 08, 2017
  great hopefully it is soon as this is frustrating
  - superdom1
    Aspirant
    Nov 13, 2017
    Has anyone figured out how to fix this? I saw that the moderator reported this to the support team, but is there an official bug report and/or any ETA on a fix? Not having the media backup definitely makes me rethink this router and Netgear in general. The backup and mobile app was a huge plus.
- NrAtWork
  Guide
  Nov 16, 2017
  ElaineM
  Earlier this week I got email from : Bernard
  Expert ID: 8333 - NETGEAR L2 Support Expert asking me for time slots for live conversation and i submitted the form and gave 2 time slots across 2 days with each window of 2-3 hours and made sure that I do not have any meetings scheduled during those times and guess what - never received the call.
  Can we please have this matter escalated as I have been a netgear fan for over a decade over WD and seagate however this kind of situation is making me question should I spend my money with other router and raid Configuation HDD and not worry about my back ups again?
  As you can see I am not the only one facing this issue and netgear should be taking this seriously.
  
  Sincerely
  - JamesGL
    Master
    Nov 17, 2017
    Hi NrAtWork,
    
    I apologize for the inconvenienced this has caused you. I will forward this to support team so that they can contact your right away.
Retired_Member
Dec 12, 2017
Hello NrAtwork

(1) even though on READYCloud App I have the upload using cellular signal in background - it still requires me to manually open the app then it will start uploading the media.

have you enabled "Backup in background“ in "Media backup:,I cannot reproduce this issue on my Iphone 11.2 and R7000 device

(2) The READYCloud app requires me to logout and login - everytime I open the app for any reason, be it accessing any file, doc stored on readyshare HDD or just to restart the media backup.

The ReadyCloud engineering is investigating this issue.

btw what router beta firmware you are using?
- NrAtWork
  Guide
  Dec 12, 2017
  I am using "V1.0.9.13_20171121.chk " beta firmware provided to my by the case team
- NrAtWork
  Guide
  Dec 12, 2017
  Yes Backup in background“ in "Media backup is on. Even from settings this app has full access to location, camera roll as well as from settings of background app refresh - for this app it is ON.
jerome60
Aspirant
Dec 28, 2017
Ok all this talk but it use to work just fine now it does not. So is there a fix??????
- NrAtWork
  Guide
  Dec 28, 2017
  Fix is there and I tested it... asking netgear if it is okay for me to share the betaware or they are going to release it.
Niels72
Aspirant
Jan 24, 2018
now it is 2018 and still no update for readycloud ios 11. worthless suppert netgear. a child solves the problem more quickly
- NrAtWork
  Guide
  Jan 28, 2018
  Netgear Team
  bernard
  This issue is still not resolved.. with the latest firmware upgrade I am still not able to backup any of my media from my main iPhone... it worked for just one week and now I am back at it..
  I tried unregistering the router from cloud - resetting the shared path but nothing has worked at all!!
  
  Please help!

Forum Discussion

ReadyCloud V2.0.0,(2027) on iOs11.0.3 not doing media backup on R7000