NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
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
Netgear Support was unable to recover the data from the ReadyCloud Home Folders that I lost as a result of their outage. Now they're suggesting that I purchase another one of their "cost-effective" products so that they can try to recover my files with another tool. Are you effin kidding me? Why would I give Netgear anymore of my money after this?
Don't get me wrong, I appreciate that Support is trying to help, but telling me to buy another product from Netgear to try to resolve an issue that they created is absurd. I'm more likely to write Netgear's storage solutions off as unreliable and buy a product from a different manufacturer.
Fortunately through all of this I only lost my most recent work as I do have an external backup, but the most recent data is the most critical. Ugh.
I haven't been able to connect to my readynas for several days. Haven't manually updated any software to cause it to fault or anything else. Seemed to just fail after attempting to connect one day. Can't see any reason why.
I've reset the modem.
I've reset the nas several times.
I've checked all cables are plugged in correctly.
The lights are all showing that it is functioning (blue cable light is on and no random flashing) but no luck.
Can't login to the admin page to check the status, login box just keeps popping up every time I enter details, despite several attempts and even trying to reset the password. Trying all possible solutions but nothing connecting me in.
Can login to Readycloud online with the same details but it says that the nas is offline and nothing I do seems to rectify things.
Not a technie so don't really know what to do from here.
I've had it for 5 months with no issue until now.
Please help!
Cazzbags wrote:
I've had it for 5 months with no issue until now.
Please help!
One option is paid support (my.netgear.com).
Cazzbags wrote:
I've reset the nas several times.
What exactly did you do here? Forcibly power down and restart? Or something else?
There was a ReadyCloud failure last week that took Readycloud off-line and resulted in data loss for some ReadyNAS owners. That might have triggered your issue, although your symptoms look a bit different.
Problem solved.
Rebooted the system manually using OS method.
This enabled me to login to the admin page.
Users had been deleted so I was affected by the same outage as others,
Turned the cloud back on and reconnected that.
Back up and running and don't seem to have lost files.
Thanks everyone.
So, I'm guessing I got hit by that ReadyCloud bug, since I couldn't get in to my share (which I had mapped to my laptop). Did an OS reinstall to reset the password, and finally managed to get in to the web admin, and then found out my share had disappeared, along with the snapshots that should have been there to restore such a thing. I had three 4TB disks and one 6TB disk, and I need to obviously try to recover the files. There's about 4TB of files that got deleted (so not a ton, thankfully), but since I had it in X Raid, I'm assuming any sort of attempt to recover means I'll need to connect all of the drives at once to my laptop, correct? Or is there another way to do this disk by disk? I'm aware I need a specific program for recovery (and I'm looking in to which one to use), all I need to know is how I'm connecting the drive (or drives) to do it.
Hello Sokudoningyou,
We’d greatly appreciate hearing your feedback letting us know if the information we provided has helped resolve your issue or if you need further assistance.
If your issue is now resolved, we encourage you to mark the appropriate reply as the “Accept as Solution” or post what resolved it and mark it as solution so others can be confident in benefiting from the solution.
The Netgear community looks forward to hearing from you and being a helpful resource in the future!
Regards,
Sokudoningyou wrote:
So, I'm guessing I got hit by that ReadyCloud bug, since I couldn't get in to my share (which I had mapped to my laptop). Did an OS reinstall to reset the password, and finally managed to get in to the web admin, and then found out my share had disappeared, along with the snapshots that should have been there to restore such a thing.
The home folder for the deleted ReadyCLOUD user would have been deleted. You should see as much in the status log. When a share is deleted all the snapshots on the share are deleted as well.
Sokudoningyou wrote:
and I need to obviously try to recover the files.
O.K.
Sokudoningyou wrote:
There's about 4TB of files that got deleted (so not a ton, thankfully)
Well your definition of "a ton" is interesting. That is a lot of data.
Sokudoningyou wrote:
I'm assuming any sort of attempt to recover means I'll need to connect all of the drives at once to my laptop, correct? I'm aware I need a specific program for recovery (and I'm looking in to which one to use), all I need to know is how I'm connecting the drive (or drives) to do it.
Yes with RAID-5 you need at least n-1 disks where n is the number of disks and that's assuming that the RAID array is redundant.
Well your definition of "a ton" is interesting. That is a lot of data.
Sokudoningyou wrote:
I'm aware I need a specific program for recovery (and I'm looking in to which one to use), all I need to know is how I'm connecting the drive (or drives) to do it.
There are multiple different software packages out there. Also did you get our email? If not you may wish to send an email in to readycloudsupport@netgear.com (from a valid MyNETGEAR email account) with your logs zip attached.
For now you should boot to volume read-only mode. You don't want any further writes to be made to your volume as they would reduce the chances of data recovery.
If it's in read only mode, can I still retrieve logs?
We have had this netgear server for a year now and haven't had any major problems.
Since Friday though when we log in to the readycloud.netgear.com server, it says that our server is "offline" and to check internet connectivity.
We've restarted the internet and unplugged the server and plugged it back in and still get the same result.
Blue lights are blinking.
The server is located in a different office so I'm unable to check the model number right now.
Im in the same boat with the "offline" status.
NETGEAR is replying with the following response to similar posts:
"Hi all,
"To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team 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. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.
"Please also see douglas_cheung's response at:
Regards,
[XXXXXX]
NETGEAR Community TeamHi Coloatty,
Thank you for your response.
I am listed as admin on the account and neither myself nor my colleagues received any email or contact from Netgear?
Sophia
Hello all,
I am sure you are all aware of the recent problems with the ReadyCloud app, having received this email from NetGear;
Dear NETGEAR customers,
Between 1:00 AM and 12:00 PM, March 30th, 2017, US Pacific Time, we unfortunately experienced a ReadyCLOUD server outage. According to our records, a ReadyNAS registered under your name performed a reboot. These events may have reset your home folders, making data in those folders inaccessible.
If you believe you have had data loss in your home folder, you should immediately reboot your ReadyNAS to "Volume Read Only" mode (Note 1) so the current state of the volume is retained. In this situation you should then contact NETGEAR at readycloudsupport@netgear.com from a valid MyNETGEAR email account
Best Regards,
NETGEAR Team
Note 1: To get into “Volume Read Only” mode, you can access the boot menu using the instructions for your device found at https://kb.netgear.com/20898
It appears that ReadyCloud is back up and running, I can access my Drives via both the desktop app and the web browser. However I have been unable to complete my backup job. I have two Nas drives one at home and one in my studio, the studio drive is set to automatically perform a backup job everyday to the home drive using Readynas Replicate. I get the following report;
Is anybody else experiencing problems still or having issues completeing a replicate job? I am not experienced enough to understand whats going wrong with mine but I do know it was working perfectly before the ReadyCloud Server went down.
Regards, Luke
I'm also unable to connect to the ReadyNAS Replicate management site, and my Replication jobs are failing. NetGear suggested I "Reset my password" on that site by a process which does not work at all...
So, it amounts to even more salt in the wounds, from a completely unapologetic NetGear. NetGear needs to wake up - THIS IS AN EPIC FAIL that only continues by the way they are handling it.
On the plus side, I'm earning awesome community badges by participating in this painful thread. WTF?? :manmad:
Have you restarted since ReadyCLOUD came back up? If possible, please reboot your NAS and try to restart your job manually.
We've updated our Announcement post on this issue: Having ReadyCLOUD problems since 3/30/17?
Hello.
I'm using RN102.
I had set access also through the ReadyCLOUD portal.
In recent days, I have not modified the admin settings.
A few days ago suddenly a problem appeared - I can not access RN102 via the ReadyCLOUD portal.
If I log on via the ReadyCLOUD portal then I see the message: RN102 is offline.
On the other hand, I see RN102 on the local network and I have access to shares.
I can not get to the admin panel - either through the local network or through the ReadyCLOUD portal.
I did not change the names and passwords to log on to MyNetgear and ReadyCLOUD (via MyNetgear).
1. How to solve the problem with access by ReadyCLOUD.
2. How to get to the admin panel RN102.Sorry folks, I should have been more clear in my original response...If you had data in your home folder you should go to this post and follow the instructions immediately:
We've updated our Announcement post on this issue: Having ReadyCLOUD problems since 3/30/17?
I was seeing the same problem with my ReadyNAS. I was able to clear the issue by doing the following steps...
Warning...a learning from the last several days was don't put anything in your home folder. If you have files there, create a new folder at the root of the NAS and move them there. Messing with user accounts (reseting or deleting) might delete the home folder.
Once you have secured your home folder...
Your PC must be on the same subnet as the NAS, otherwise ReadyCloud can't get to the admin page of the drive.
go to //readycloud.netgear.com
On the main status page (where your unreachable drive is greyed out) select the discover tab
Click on the "Discover" button
If the drive is on the same subnet and truly accessible, you will get the admin logon page
once you have logged on to your NAS, go to the cloud tab
In my case the ReadyCloud switch had been set to off (don't know how that happened). Turn it on again. It will ask you for your ReadyCloud username and password.
Once you have successfully been reassociated with your readycloud account if you go back to the readycloud URL (and maybe hit the refresh) it will make the greyed out icon go away and the fully functional icon will appear.
That worked for me. Hopefully it will for you.
OK here I go again:
I go to "readycloud.netgear.com"
O the home page i see the NAS logo
and it says "ReadyNAS id off line, No power, check internet connectivity
If I click on "Manage" tab i get the same check power,& internet connectivity
If I click on the "Discover" tab I get:
I do get a picture of a NAS with ReadyNAS 202 and under that 45Y2545200C53
I also have ReadyNas "Manage" blue button, when I click on that it I get a box asking for Authentication Required, I enter my info and nothing, it comes back with the same box, I'm stuck.
Hello RobinKrus,
I have exactly the same problems that you have. It started probably two days ago.
I have made no changes (password etc).
Hope Netgear will fix this problem.
Same problem here, lost all acces to my ReadyNAS through Readycloud (AGAIN!). Don't hold your breath for a solution from Netgear, it took 6 months to get a firmware update that fixed the last access issue. This is the worst data storage product I have ever used.
I have noticed the same problem. Ready Cloud was set to no on the admin page!!! And notice that all other users could not again log in; only I was able to login and set ReadyCloud to on.
How's this possible an what to do to prevent tis in future?
Serialnumber 3EPE51EM00F03
Firmware 6.6.1
Today I couldn't connect to the NAS throug the ReadyCloud. It was reported as offline. But it was on the Network. I connected as admin and found that the Cloud switch was turned off. Much worse all readycloud users except my own have disapeared.
This makes me very very unhappy - how secure is the system ? How is it possible that these crucial data got lost ?
The community is abuzz about this problem. Current theory is that ReadyOS has unregistered ReadyCLOUD users and deleted cloud user home folders on NASes in response to a server outage related to ReadyCLOUD user credentials. Best to take a deep breath before doing anything else.
If you only want to use ReadyCLOUD again and don't care about data loss in a cloud user home folder on a NAS, access the local GUI with the local admin user and reactivate ReadyCLOUD. Otherwise:
https://community.netgear.com/t5/Using-your-ReadyNAS/Home-Folder-Dissapeared/m-p/1257891#M127405
The ready cloud is now back up and running but there appears to be no way to restore the snap shots of the home dirs as they were deleted along with the users :-(
Get it sorted Netgear. This should never have happened
I used daily snap shots of the home dirs to ensure that I could get the files back
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.
- If you talk about recovery attempts, are you referring to RAW recovery or btrfs history based recovery tools? Are you planning to prepare some basic steps or commands that we could try to recover them using the latter?
The recovery we'd try involves using BTRFS recovery tools. The procedure requires the data volume to be unmounted so tech support mode is easiest. It's best done by us.
There are some attempts in progress already but there is a long wait to see what is actually recovered.Curious to know if anyone has been contacted yet. NetGear say they know who was affected but as I havn't contacted support directly about this myself how would I know?
I have been using my RN526X running 6.6.1 without issue for weeks. This morning, when I attempted to access the server via ReadyCloud it would not accept my User ID and Password.
I logged into the server via Admin and discovered that all of the Cloud users are gone. They do not appear in the accounts panel at all.
Any idea what ahappened to them or how I can recover the user accounts and the data?
Thanks,
David
- Thanks for your response. I did do a search and reviewed several other posts prior to posting but did not find a solution. Is there a specific post you can point me to?
Please read the other threads on the subject.
Error posting
I've shutdown my ReadyNAS so that my snap shotting process doesn't overwrite any data that may be recoverable.
I fear that my 2TB+ of data that was in the ReadyCloud Home folders is going to be a serious PITA to recover. I did have a backup running to an external hard drive, but that doesn't have the most recent data which of course happens to be the most critical data.
I will be signing up for a cloud backup service immediately after my data is recovered. Unfortunately there aren't many that work with the ReadyNAS. :-(
dnanthony83 wrote:
I've shutdown my ReadyNAS so that my snap shotting process doesn't overwrite any data that may be recoverable.
Good.
dnanthony83 wrote:
I fear that my 2TB+ of data that was in the ReadyCloud Home folders is going to be a serious PITA to recover. I did have a backup running to an external hard drive, but that doesn't have the most recent data which of course happens to be the most critical data.
Hopefully if no writes have been made it's just a matter of it taking a lot longer and needing a higher capacity USB drive. We obviously can't recover the deleted data directly to the volume it was deleted from.
dnanthony83 wrote:
I will be signing up for a cloud backup service immediately after my data is recovered. Unfortunately there aren't many that work with the ReadyNAS. :-(
We've added a few more cloud service options in ReadyNAS OS 6.7.0 which is now available! Once and only once all data recovery attempts are complete (whether successful or not) and you are ready to move on then you may wish to update to that.
mdgm wrote:We've added a few more cloud service options in ReadyNAS OS 6.7.0 which is now available! Once and only once all data recovery attempts are complete (whether successful or not) and you are ready to move on then you may wish to update to that.
Will this update prevent future ReadyCloud triggered automatic data deletion from the NAS without owners knowledge and acceptance?
NETGEAR Academy
Boost your skills with the Netgear Academy - Get trained, certified and stay ahead with the latest Netgear technology!
Join Us!
