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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 this. Which log file should I look to see from which IP was launched this operation?
How to get data from lost home dir. You can send linux commands ...
clipping from the readycloud.log
…
Mar 27 09:05:21 nas-soha rcbrokerd[2577]: ../common/unregister.h:62 DEBUG:../common/unregister.h:62 Unregister
Mar 27 09:05:27 nas-soha rcbrokerd[12023]: ../common/unregister.h:62 DEBUG:../common/unregister.h:62 Unregister
…
system logs : image below (event is marked)
One year it's working fine. Maybe the problem is that it has been previously created a local user with the same e-mail. Local user tino.sosteric exist until yesterday but is now gone with his home folder.
Any help will be appreciated.
Br,
Tomi
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.
706 Replies
Replies have been turned off for this discussion
- You keep going on and on and i question your ability to read and comprehend. Try reading slow. I did not have an issue with my data. Never said I did. I do understand the cloud. Now if you can read this, then stop going on about the data and RAID.
Now, reach down, pull on that string so you can breathe.
KenBennett wrote:
You keep going on and on and i question your ability to read and comprehend. Try reading slow. I did not have an issue with my data. Never said I did. I do understand the cloud. Now if you can read this, then stop going on about the data and RAID.
Now, reach down, pull on that string so you can breathe.I'm breathing very well. thank you.
- I emailed support days ago, giving them the information I had, and mentioning that my data had been deleted along with my account. What I got back was an underwhelming "oh, we're sorry, can you check if you lost any data and get back to us?" Good to know first level tech support can read. I responded back to say yes, I lost my stuff, as I clearly said in the previous email, and haven't heard anything back.
So the ReadyNAS Support has recovered most of the data from /home, twice (using two different recovery scripts), and - fortunately - the most important of it is included in it, from what I can tell after looking into the recovery for a couple of minutes.
What keeps me wondering were folders where almost all files are 0kB in size. The filenames are intact, and from the filenames I believe they are duplicates anyway and exist elsewhere on the system. Is that how Btrfs deduplications work? If yes, that's a very interesting cool feature!
Björn_Eberhardt wrote:What keeps me wondering were folders where almost all files are 0kB in size. The filenames are intact, and from the filenames I believe they are duplicates anyway and exist elsewhere on the system. Is that how Btrfs deduplications work? If yes, that's a very interesting cool feature!
It's not dedup.
Tree and data are stored separately on filesystems.
Maybe: BTRFS metadata were readable, which gave you the tree, but the data was gone, which gave empty files.
Or maybe, it's something to do with snapshots. Can't be sure without knowing what the scripts used.
On recovered data, I'd strongly advise you to open files and check their content before considering them restored.
So on Tuesday 4-11-2017 I was contacted by someone in support that said they "loaded our latest tools on my box and asked it to run through my device again" and would follow up. I haven't heard anything since and the email that I sent on the 13th has gone unanswered.
Can someone tell me what the current status is?
If they are "running through it again" what happened the first time?
How much longer should I expect to leave my NAS in "tech support" mode?
I have followed the instructions via post https://community.netgear.com/t5/ReadyCLOUD/Having-ReadyCLOUD-problems-since-3-30-17/m-p/1259697 to put my device in read only mode. The directions are a little off as I have more lights on the front of my unit then the directions indicate (5 LEDs vs 4). It looks like I got it into Read Only mode. I can ping the unit on my local network but cannot get to it via Windows Explorer, Web interface, or ReadyCloud to read the files that weren't part of the missing home directories. Can some one tell me if the status lights in the attached video show it as being in Read Only mode? Not sure if the upload will work, but as indicated, there are 5 LEDs (power button, Act, Disk 1, Disk 2, and Backup. The activity LED stays solid while the others flash. The Power and Act LEDs are lit, and then the Act, Disk 1, Disk 2, and Backup LEDs are lit. This pattern repeats over and over. At some point (wasn't watching), all the lights went solid but I still was unable to connect to the unit except for a PING. I need to get some non-Home directory files off the unit before I place it in to Tech Support mode as I need them to work with.
The instructions are clear. Once you get it into the boot menu you can cycle through the different options by pressing the backup button. Once you've reached the option you want you press the reset button briefly once more to confirm your choice.
andy_blanc we are getting back to users when we can. You can send a follow up message to the team if you like. Some of us (e.g. myself) have a public holiday for Easter Monday so I will have some catching up to do come Tuesday.
dthibeault270 wrote:
The directions are a little off as I have more lights on the front of my unit then the directions indicate (5 LEDs vs 4).
You ignore the activity light for this. Also, the light pattern in the instructions is only used when you are selecting the boot mode. Once you start booting, the lights will change.
I really hope that the power led was lit when you made your selection. If it were off, you might have done a factory default by mistake, and that will wipe your data.
I suggest checking the current status using RAIDar: https://kb.netgear.com/20684/ReadyNAS-Downloads?cid=wmt_netgear_organic#raidar
- Oh, that sounds like a minefield. I would always be extremely cautious if data is at stake. I'm so glad that my unit has a LCD screen :D
I will turn on my device again this Monday evening, in Debug Mode, so we can try the 3rd script. I had turned it off during weekend to save power and review the previous recovery results.
Björn_Eberhardt wrote:
Oh, that sounds like a minefield. I would always be extremely cautious if data is at stake. I'm so glad that my unit has a LCD screen :DIt's actually not that difficult. If you follow the instructions carefully, it's no problem. The KB article clearly states which LEDs to look at.
https://kb.netgear.com/22892/How-do-I-access-the-boot-menu-on-my-ReadyNAS-102-202-212-or-312
This incident is a very serious event and for NetGear to have the ability to remove my access to my own data and also delete data is of serious concern. I would like to understand how this happened. Was it the result of a security breach? Has this event exposed my data to another party? Why has NetGear been so slow to respond on this issue.
I now have to question the viability of the whole ReadyCloud solution. It is simply too high risk for me to trust NetGear to hold administrative access to my hardware and data. This is not the first problem I have had with this solution and support response is inadequate. People need to have access to their data. They rely on it.
mutley1971 wrote:
I now have to question the viability of the whole ReadyCloud solution. It is simply too high risk for me to trust NetGear to hold administrative access to my hardware and data. This is not the first problem I have had with this solution and support response is inadequate. People need to have access to their data. They rely on it.
You do have other choices. I use OpenVPN (built into my router) myself. There is also OwnCloud and ZeroTier.
Cloud Sync or Resilio/Plex Sync might cover some use cases, but you need to be careful about two-way sync, since issues in one repository can propagate to the other.
We went with Negear, or I did because it was one stop shopping. If I wanted the other cloud accounts and sources, I could have built my own and ran a cloud on rasberry pi. I find suggestions like this when events of this nature take place, a smokescreen and to put the blame back on the user. Also i would not have recommended Netgear as a reliable source for their data either. I'm still waiting for that mysterious answer as to how Negear had the ability to turn off cloud access in my device when I have to log in as an admin and the password I setup. SMH
It was the result of an outage different in nature to what we'd had before. We've implemented patches to our server software to address the root cause. There wasn't any security breach.
We had immediately reached out to those registered users who appeared to have been affected by the outage. To err on the side of caution, NETGEAR then subsequently expanded our outreach to the larger community to ensure that no one who may have been exposed by the incident had been overlooked.
We've been attempting to recover data for those customers who need an attempt made. There's an email address if you need this (mentioned several times in this thread, I marked a post as the solution that links to important information on this issue). It's important to get the volume mounted read-only ASAP after files are deleted to maximise the chances of successful data recovery.
Some users recognised the importance of backing up their data (you shouldn't store data on just the one device) and were simply able to restore from backup.
Many ReadyCLOUD users don't store data in the home folders.
Hi mdgm,
You have mentioned several times on this thread the importance of having several copies of our files. I honestly believe this is not the place to discuss this. You're talking about a preventive measure; what good does that do now?
Netgear sold me and others a drive that wiped itself clean of all the data that was in it, you don't see the problem here?
If a bank sells you a safe deposit box that ruined all the documents that were in it, does it have the right to tell you you should've had another box with another bank and had copies there?
You're also trying to tell us that the reaction from netgear was exemplary and that you 'reached out to your customers'; This issue is one month old now, I have been battling with your customer support team just to be put in contact with someone from your legal team or anyone from your management team that understands how serious this is, you're treating it like another bug that you fix with a support ticket and some work from your engineering team; Your product caused people to lose priceless data, your management team should be very concerned about this and make a statement about how they intend to compensate for this loss their product caused. Of course if you can recover the data your product made us lose I don't think someone would go forward with the complaints, but your engineers are saying stuff like "anything we can recover is good" and not being able to recover more than 10% of the data;
And my case should be the easiest, I store everything on my drive so not to much deletions of files previous to march 30, and have put the drive in tech support right after the incident without even using the drive let alone write something to it. If my case is that hard to solve, how are you going to recover the data of people who wrote to their drives or frequently added and removed files to their drives prior to the incident.
It may be too simple of a question.
- Dear all. I have followed the current posts regarding this issue. Placed my ReadyNas in Technical Support mode, sent the required details to readycloud support from my MyNetgear registered email.
Has anyone who has done this received an acknowledgement? I have not, I'm a bit anxious.Yes, I also know there are others who have been contacted by Netgear's engineers to try and recover the data, but most of it is not recoverable
I asked on this forum a few days ago now if there's an answer to how Netgear is going to bear the liability for the data lost but I'm not receiving any answers
_shaw is that using the same user you use to post on the community or a different one?
If you PM me I can lookup the user to see where your case is at.
mdgm are you purposefully not answering my question?
Seven weeks since this started and it seems people like me are no further forward. I am still talking to support who have gone quiet AGAIN and only seem to respond on a friday meaning my NAS is in support mode all weekend and my none the wizer for another week. Whats more is I am getting no information from them as to what I am to do! What's more is I have been without my main backing up system for the same time in the vain hope this would be sort quickly. Am I supposed to by another NAS to maintain my backups while Netgear carry on.
In the mean time I have been looking at all the other Nas devices out there from other manufacturers as I am now done with netgear. As a business user and private user I will never buy from them again. This is yet another display of shoddy customer ethics from netgear.
Mostdom wrote:Seven weeks since this started and it seems people like me are no further forward. I am still talking to support who have gone quiet AGAIN and only seem to respond on a friday meaning my NAS is in support mode all weekend and my none the wizer for another week. Whats more is I am getting no information from them as to what I am to do! What's more is I have been without my main backing up system for the same time in the vain hope this would be sort quickly. Am I supposed to by another NAS to maintain my backups while Netgear carry on.
In the mean time I have been looking at all the other Nas devices out there from other manufacturers as I am now done with netgear. As a business user and private user I will never buy from them again. This is yet another display of shoddy customer ethics from netgear.
Same here. I think the last time I heard from the tech talking to me was last week, and I've been trying to get this resolved since nearly the beginning. I'm basically about done with this BS. I'm looking into a data recovery site and pricing a new NAS, because this is unbelievable. Absolutely unacceptable that they act like we're at fault for their mistake.
Careful now, they'll remove your ability from making comments on here because they get sarcastic and you get sarcastic in return.
- Hi - it feels similar here. I have had my nas in technical support mode for several weeks. The helpful netgear support team here explained that they couldn't see it. I have now moved it to a static public IP and still no joy.
Are there any user manageable data recovery tools we can try ourselves?
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