Readnas cannot connect to readycloud

I am facing exact same issue - message says "Something is preventing the ReadyNAs from.....".

I am unable to access it from outside my home network. I appreciate if Netgear can hep me with the diagnostic and fix.

Kind regards,

Vinay Verma

Hi Appiero,

I am having this problem as well and by any chance do you know the location of this config file that the engineers renamed/removed?

I have 3 ReadyNAS  servers running and only one of them is not connecting to ReadyCloud; I am receiving messages that ReadyNAS Replicate will be decommissioning and I do not want to be left with this NAS (my primary) not being setup properly.

Cheers,

Rick 

ReadyNAS Replicate setup that i need to replicate with ReadyCloud

That would be great. This can be a simple fix if we just know the procedure.

Hi rickr1

I would advise contacting NETGEAR Support and create a case, they can assist you with your ReadyNAS units.

Regards

Creating a case with ReadyNAS -  will it be a chargable activity? Mine is out of warranty.

Kind regards,

Vinay Verma

Hi vverma01

If you are out of contract there is an option to avail a Pay-per-Incident support.

If your NAS was purchased between June 1, 2014 and May 31, 2016 then lifetime Chat Support is available.

Regards

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wrote:

 

If your NAS was purchased between June 1, 2014 and May 31, 2016 then lifetime Chat Support is available.

 

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This doesn't apply to the RN100 or RN200 platforms, it is limited to the "business" OS 6 ReadyNas (Rackmount, RN300 series and above).

Unfortunately, mine is 2013. Can ReadyNAS mention steps to fix here which we can apply ourselves?

It doesn't seem genuine that a patch from Netgear created this issue and we are forced to pay for support to get it fixed.

Ideally it should be treated as defect and Netgear should issue a patch to fix it automatically.

Kind regards,

Vinay Verma

vverma01

Is your NAS connecting to the internet generally?  For instance, did you recently see the update notification for 6.9.2?

Also, what firmware are you running?

Are you seeing the green internet check box on the cloud page?

Hi StephenB,

Yes, my ReadyNAS is conected to internet - I am seeing green internet check box.

I am also recieveing upgrade notifications. Recently I upgraded to 6.9.2.

Kind regards,

Vinay Verma

@rickr1 I believe it's a pretty quick fix and hopefully StephenB can reach out to you as well.  I believe he's working with vverma01 to get his resolved.

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wrote:

 hopefully StephenB can reach out to you as well.  I believe he's working with vverma01 to get his resolved.

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As far as ReadyCloud goes, I focus on whether the NAS has the right network connection to reach the internet.  I can't really go further than that - I access my own NAS remotely using VPN, not ReadyCloud.  So once it's clear that the issue isn't the network itself, I need to leave it to the Netgear team.

Hi Marc_V,

I purchased the one i am having issues with 2nd hand and I do not have access to the original purchase receipt, so I would need to pay for the service call.  But honestly this is just so wrong, you should provide OS upgrades for the purposes if fixing bugs and not to generate paid service requests.  I just hope that it is not too expensive.

I am quite disapponted with that fact, but I need to be able to access these devices when I am away from home.

Regards,

RIck

Thanks Stephen.  My NASes all have full network access to the Internet and are all configured in exectly the same way with the exception of this problem of it not being able to register with readycloud.

Actually, I may turn this around and provided I can swap my drives around between the NASes maybe I acn demote this one to a backup role and promote one of my other ones to be the primary role.  But realistiacally I should not be having this problem at all.  The ALL my NASes are running at the same OS releases and I upgrade all of them at the same time. 

Netgear should publish more information on this issue if they cannot automate a patch.

Cheers,

Rick

Can you send in your logs (see the Sending Logs link in my sig)?

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rickr1 wrote:

 

I purchased the one i am having issues with 2nd hand and I do not have access to the original purchase receipt, so I would need to pay for the service call.  

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Netgear's policy is that they won't provide paid support for used ReadyNAS (even if you are willing to pay).  So you are dependent on this forum.

You could try swapping disks with one of your new NAS, and if the problem moves with the disks you would be able to use paid support.

rickr1 you may not have to pay or play around with swapping disks.  I was out of support as well and a Netgear Engineer picked the issue up from this community, remoted in to my NAS and deleted the corrupt file.  It was very simple, took less than 5 minutes and was very impressive.  This is an issue that affects many users and it seems the resolution requires deleting this corrupt file.

Can a Netgear Engineer reach out to Rick?

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appierro wrote:

 

Can a Netgear Engineer reach out to Rick?

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mdgm-ntgr already has.

My take was that Rick wasn't intending to use paid support for this; my info on paid support policies was really for future reference.

FWIW, personally I don't use ReadyCloud at all (I prefer OpenVPN and ZeroTier for remote access).  If I did use it, I'd only enable it for one NAS.

Can Netgear support atleast publish the details the file to be deleted. It will help users to make full use of ReadyNAS.

Else Iin absence of support, I am thinking of one time investment to migrate to Netgear competitor.

Kind regards,

Vinay Verma 

Can you provide me logs from your system that can't connect to ReadyCLOUD. Thanks.

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mdgm-ntgr wrote:

Can you provide me logs from your system that can't connect to ReadyCLOUD. Thanks.

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This thread is a bit tangled (Rick and Vinay are currently sharing it).  Do you want logs from Rick or Vinay or both?

Hi StephenB and mdgm,

I just mailed logs for mdgm's attention.

Kind regards,

Vinay Verma

If it is a problem with the config file as it appears to be in vverma01's case there are a few options:

The first is:

1. Backup your data

2. Verify your backup is good

3. Do a factory default (wipes all data, settings, everything)

4. Restore your data from backup and manually reconfigure the NAS

Or I can discuss an alternative option via PM.

HI Guys,

Actually I was/am prepared to pay for a one off support charge and I called the call centre and spent considerable time on the phone with the operator. But diring the call I discovered another problem with my ReadyNAS which is that it is reporting back a different serial number from the one on th sticker underneath it.  The sticker is the correct format (13 chars) but the reporting back from the admin page is only 11 chars.  This would be contributing to the problem connecting to ReadyCloud should my device have been supported.  This leaves me to the next question and that is that there is a difference between firmware and OS even though the OS updates are called firmware updates.  I was informed that my model is not supported that is becasue the firmware is not supported (even though I am running the current OS release 6.9.1)

Ayway apparently my nas os not supported wvwn though I am running the current OS (not firmware?????)

As to connecting via a vpn, that looks like the only option available to me and I just purchased another 6 new Seagate IronWolf 4TB as I am now going to restructure all of my primary storagea nd backup configuration.  So if anyone could direct me to a recommended process for setting up a VPN and establishing a reliable remote connection to it I would greatly appreciate it.

Thanks everyone for all of your help so far.

Cheers,

Rick