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A sad tale of ProSupport woe with ReadyNAS Pro Pioneer!
So I bought and equipped a ReadyNAS Pro Pioneer (6 Bay BYOD) NAS 7/2/2010 and added the ProSupport 24x7 Support and Maintenance upgrade. Overall I have been pleased with the unit (started with 4 x ...
After 14 hours without a response (not outside response window for web tickets) I called Pro Support and was almost immediately connected to agent #5040
Discussed several options and after review of logs believes issue is that disk is not spinning up quickly and as such is being marked as "dead"
Other options to be held for later (below) and for now wait until consistency rebuilt and then substitute new larger drive and confirm bay 5 is no longer an issue.
Post/follow up on results on web site
This was an excellent experience - agent answered quickly and had a good grasp on the issues and worked the problem to a reasonable testing/validation of root cause.
****HOLD FOR LATER****
Boot Menu - Test Disk option - several hours to run
Need to backup device and do a factory reset before returning data - backup entire volume to maintain file hierarchy and structure
===========================================================================
Customer Support case #16632923 - No response at last update of this post.
Discussed several options and after review of logs believes issue is that disk is not spinning up quickly and as such is being marked as "dead"
Other options to be held for later (below) and for now wait until consistency rebuilt and then substitute new larger drive and confirm bay 5 is no longer an issue.
Post/follow up on results on web site
This was an excellent experience - agent answered quickly and had a good grasp on the issues and worked the problem to a reasonable testing/validation of root cause.
****HOLD FOR LATER****
Boot Menu - Test Disk option - several hours to run
Need to backup device and do a factory reset before returning data - backup entire volume to maintain file hierarchy and structure
===========================================================================
Customer Support case #16632923 - No response at last update of this post.
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