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Forum Discussion

ChristianST's avatar
ChristianST
Aspirant
Oct 19, 2016
Solved

ReadyCloud Destop App - Device is offline after today's update

Hi,  Today (2016-10-19) the App told me to update. After updating the App it is still connectet to my NAS at home (NAS ID is shown), but tells me the NAS is offline.  When remote connecting to ...
Desktop client
  • Leia's avatar
    Leia
    Oct 19, 2016

    Hi tkernaghan,

     

    Sorry for the inconvenience.

    But it's no need to re-establish additional folders to sync on your box and PC. Please just follow below steps:

    1. Uninstall the incorrect version of ReadyCloud desktop app;

    2. Download the correct version on readycloud.netgear.com;

    3. Install the correct version;

    4. Remove this file in your computer:
    On MAC: Remove file / Users/[logged in user]/Library/Application Support/ReadyCLOUD/ReadyCLOUD.pkg.version
    On windows: Remove this file C:\Users\[logged in]\AppData\Local\Temp\ReadyCloudSetup.exe

     

    All folders you have synced previously would be still there after you installing the correct version. No need to setup the sync again.

     

    Thanks

     

YeZ's avatar
YeZ
NETGEAR Expert
Oct 19, 2016

We have found the root cause. It was due to a miconfiguration on the server side during the deployment. We corrected it but the downloaded file during that period would continue to expose this issue. 

 

The solution is to remove this file on your computer.
On MAC: Remove file / Users/[logged in user]/Library/Application Support/ReadyCLOUD/ReadyCLOUD.pkg.version
On windows: Remove this file C:\Users\[logged in]\AppData\Local\Temp\ReadyCloudSetup.exe

 

After that, it won't prompt to update to a new version anymore.

 

If you happen to have the wrong version of Windows or Mac ReadyCLOUD app showing "Offline" device, please uninstall it, and go to http://readycloud.netgear.com to download the right version.

 

Thank you all and sorry for the inconvenience this might have brought to you.

 

tkernaghan's avatar
tkernaghan
Tutor
Oct 19, 2016

I too got a message from the PC client to update to version 1.13 and did and get the offline error (LIKE EVERYONE ELSE EVEN THOUGH IT WASN'T SUPPOSED TO BE A GLOBAL PROBLEM) even though I can access the NAS from a mapped network drive and also through web browser via mynetgear account.  Your recommended solution may work, but it will require me hours of work since I will have to re-establish additional folders to sync and delete others that already exist on the NAS so that I don't have multiple versions of the same data.

 

I FOR ONE AM SICK AND TIRED OF NETGEAR RELEASING UPGRADES THAT DO NOTTHING BUT CAUSE SYSTEM PROBLEMS.  I DO NOT HAVE TIME TO RUN MY BUSINESS AND TROUBLESHOOT YOUR PROGRAMMING.  GET YOUR ACT TOGETHER AND PLEASE FOR THE LOVE OF GOD PROVIDE US WITH SOFTWARE THAT WORKS WHEN YOU PUSH IT OUT TO US.  IS THAT TOO MUCH TO ASK??  IF IT IS, GIVE ME MY MONEY BACK AND PAY ME MY BILLING RATE OF $300+ PER HOUR FOR ALL THE TIME I SPEND MAKING THIS THING WORK AND I WILL BE MORE THAN HAPPY TO FIND ANOTHER SOLUTION.

  • Leia's avatar
    Leia
    NETGEAR Employee Retired
    Oct 19, 2016

    Hi tkernaghan,

     

    Sorry for the inconvenience.

    But it's no need to re-establish additional folders to sync on your box and PC. Please just follow below steps:

    1. Uninstall the incorrect version of ReadyCloud desktop app;

    2. Download the correct version on readycloud.netgear.com;

    3. Install the correct version;

    4. Remove this file in your computer:
    On MAC: Remove file / Users/[logged in user]/Library/Application Support/ReadyCLOUD/ReadyCLOUD.pkg.version
    On windows: Remove this file C:\Users\[logged in]\AppData\Local\Temp\ReadyCloudSetup.exe

     

    All folders you have synced previously would be still there after you installing the correct version. No need to setup the sync again.

     

    Thanks

     

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