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User has been Auto deleted - all data lost
Netgear RN10400 , fw: 6.6.0, 2 x 1TB, RAID 1. User has been Auto deleted - all data lost. Can not acces local user home dir?!? Can someone check this? Or tell me, in which log can I check th...
Please if you haven't already. Have a read of Having ReadyCLOUD problems since 3/30/17?
This announcement has been updated over time.
I'm going to mark this as the solution to make sure those visiting this thread see this post.
My ReadyNAS, which is running the latest OS has been running fine for over a year now. I am the only user that has access to it. All of a sudden this morning, I noticed that my home folder is missing. There is only one folder "admin" and there used to be two. Has anyone else had this problem? Without a backup, has anyone been able to find the folder. It is missing both from my mapped drive and from the web interface. The user account is also missing by the way.
What is also odd is that no space has been freed up. There is over a terabyte of data missing and it is not reflected in the free space.
Now looking at the logs, I see that 4 this morning my account was deleted. I wasn't awake at 4am and no one else has access to the NAS. I don't know why the account would have been deleted. Are the files moved and stored anywhere when an account is deleted. Why did it get deleted?
Here is the log for someone to look at. You can see that the account cirillo.k@gmail.com was deleted at 4:09am. I see no reason as to why it was deleted.
Thu Mar 30 2017 14:27:44 System: Firmware was upgraded to 6.6.1. Thu Mar 30 2017 14:27:44 System: ReadyNASOS background service started. Thu Mar 30 2017 14:27:44 Volume: Less than 30% of volume data's capacity is free. NETGEAR recommends that you add capacity to maintain current performance levels. Continuous protection snapshots will be deleted when volume free space is less than 5%. Thu Mar 30 2017 14:25:13 System: The system is rebooting. Thu Mar 30 2017 14:13:15 System: ReadyNASOS background service started. Thu Mar 30 2017 14:13:15 Volume: Less than 30% of volume data's capacity is free. NETGEAR recommends that you add capacity to maintain current performance levels. Continuous protection snapshots will be deleted when volume free space is less than 5%. Thu Mar 30 2017 14:11:53 System: The system is rebooting. Thu Mar 30 2017 4:09:31 Account: User 'cirillo.k@gmail.com' was deleted. Thu Mar 30 2017 1:26:28 Snapshot: Snapshot prune worker successfully deleted snapshot 2017_03_02__00_00_05 from share or LUN AmazonCloudDrive. Thu Mar 30 2017 0:00:28 Miscellaneous: Snapshot c_1490857228 was successfully created for share or LUN AmazonCloudDrive. Wed Mar 29 2017 1:25:33 Snapshot: Snapshot prune worker successfully deleted snapshot 2017_03_01__00_00_03 from share or LUN AmazonCloudDrive. Wed Mar 29 2017 0:00:26 Miscellaneous: Snapshot c_1490770826 was successfully created for share or LUN AmazonCloudDrive. Tue Mar 28 2017 23:37:13 Volume: Less than 20% of volume data's capacity is free. Performance on volume data will degrade if additional capacity is consumed. NETGEAR recommends that you add capacity to avoid performance degradation.
We have identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. We will be reaching out to ReadyCLOUD owner accounts via e-mail to follow up to offer assistance.
kohdee wrote:We have identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. We will be reaching out to ReadyCLOUD owner accounts via e-mail to follow up to offer assistance.
I sincerely hope you have included my account in the 'identified users affrected' list, kohdee, as I have had four accounts deleted at 15:33 GMT on 30th March! I fully appreciate a NAS is NOT a backup device, as Netgear and sage people on this forum are careful to remind all users, so I have backups on removanble HDDs. However, if I had not checked on this forum today, I would have conducted a full backup as usual, which would have overwritten my previous backup (yes, that is my choice), and I wouldn't have been any wiser until I tried to access some data in those accounts, and it would have been too late. When was Netgear going to advise me of the issue? This is totally unacceptable. I do not expect my LOCAL data to be deleted REMOTELY by a leading global enterprise IT infrastruture company. The actions (or inactions) of the company over the next couple of weeks regarding this distructive failure will dictate its future.
Whilst I'm on my soapbox, I would urge users add their support to StephenB's Idea Exchange post here - maybe then the fallout from any such disatrous action can be minimised.
We didn't delete any data remotely. The process was automatic. We have identified the cause of why this happened and it is related to an unexpected ReadyCLOUD outage that was different in nature to previous outages. We are working to make changes to address the cause.
To maximise the chances of recovering deleted data it is important that you don't run scheduled volume maintenance or make changes to your volume (including adding/deleting snapshots, making other writes to your volume etc.)
Well, we are still waiting on some sort of resolution or be contacted via e-mail on how to access our files due to the issue. This happened on March 30, today is April 3rd and the response given so far is not very helpful.
Wow, I find it disappointing that you decided to remove my posting when I was simply stating facts and giving my opinion.
I thought NETGEAR was an American company and would therefore uphold free speech?
- No S*** Sherlock . Now how about telling us something we didn't know
- (Before you jump to the throat, I'm only trying to help.)
If your main backup propagates deletions, it would be advisable to add a secondary solution for versionning.
Despite responsibilities and all that, once data is gone, it's gone. So a good backup, regardless of the primary storage solution, is the only thing that allows you to recover your data. The resiliency of the primary storage only reduces the chance that you'll ever need to use that backup. But no matter how resilient, it doesn't replace the need of a backup.
If helpful, I have described mine there: https://community.netgear.com/t5/Using-your-ReadyNAS/My-recommendation-Don-t-use-ReadyCloud-user-home-shares/m-p/1258381#U1258381jak0lantash, I'm quite level headed, so I don't tend to jump down people's throats, and I appreciate the time you have taken to try to help. Your backup solution is complex, but probably the safest I have seen in a long while, so you are to be congratulated. I prefer a simpler solution, on the understanding that it has limitations, but is within my budget and risk appetite. However, in the 8 years I have been using ReadNAS devices, I have never anticipated the type of failure that is the currenmt issue. It just proves we are never too old to learn.
I join the group of the people which loose all the home directory for user connected to the readycloud account...
At least i use the nas in order to have a "safe" backup of my files...
In this case my computer was my Backup.
- I could really use some assistance. Much of this NAS stuff is really technical and more than I really want to digest.
My 102 went down. I use a Mac. I can no longer get into my Admin account nor have ReafyCloud access. I can use Raidr only to the extent of seeing the NAS as healthy. I can access Mynetgear via Safari. That same user/password should be working on my Readycloud access but does not. I can "see" the NAS folders on my Mac in a finder window but cannot access inside the folders. Can someone tell me please where I stand with all this and if there is something I can do to effectively recover my files?? Thank you.
BadBob wrote:
I could really use some assistance. Much of this NAS stuff is really technical and more than I really want to digest.
My 102 went down. I use a Mac. I can no longer get into my Admin account nor have ReafyCloud access. I can use Raidr only to the extent of seeing the NAS as healthy. I can access Mynetgear via Safari. That same user/password should be working on my Readycloud access but does not. I can "see" the NAS folders on my Mac in a finder window but cannot access inside the folders. Can someone tell me please where I stand with all this and if there is something I can do to effectively recover my files?? Thank you.Are you on the LAN where the readyNas is ? If so try going to the admin page (https://ip adress of the NAS/admin) and login with the username admin and password 'password'
Some people seem to have had the admin logins reset to the default.
From another thread :
Did you enable password recovery in Admin GUI before?
if you enable password recovery,
You can reset your ReadyNAS Admin password by accessing http://ip_address_of_readynas/password_recovery.
if if you didn't enable password recovery, you will need to perform a firmware re-installation to reset the admin password, password will change to default after OS Reinstall.
https://kb.netgear.com/20898/ReadyNAS-ReadyDATA-Boot-Menu?cid=wmt_netgear_organic - Do the OS reinstall option
DO NOT DO THE Factory default.
WARNING: The factory default reboot process resets the unit to factory settings, erases all data, resets all defaults, and reformats the disk to X-RAID.
DO the OS reinstall Option. Reinstalls the firmware from the internal flash memory to the disks. The OS reinstall boot mode can be useful when the system crashes and corrupts some configuration files. OS reinstall boot mode also resets some settings on your unit, such as Internet protocol settings and the administrator password, to defaults.
Hope that this helps you to get into your system
Once in the admin section go into the cloud tab and turn the ready cloud back on ( as it is likely to be switched off)
That is the good news.
If there was data under the ReadyCloud User home directories then that is more than likely to have been lost I'm afraid as Netgear have yet to tell us how to recover that
If there was data in a ReadyCLOUD user home folder, you may want to leave the ReadyCLOUD user OFF and avoid any change in the status quo until NETGEAR says anything about whether data can be recovered.
- It won't accept my admin user and password to get into my account on my Mac.
Our Home folders and users have dissapeared too! Can someone please tell us wat to do besides not adding files to the NAS? When will we be contacted? What is the plan and is there a timeframe? HELP!
It's coming up to 4 days now, can we have an update on when a fix is likely to appear / an official statement for those of us that are locked out essentially.
I've done an OS restore and tried accessing locally but the default credentials don't work.
From what I can tell my data is there it's just unreachable.
creedy
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