A sad tale of ProSupport woe with ReadyNAS Pro Pioneer!

9/18- Received notices from Esxpress - Backup still running - Determined ReadyNas is not responding to CIFS/HTTP - multiple short button pushes on front of device did not "wake it up" or produce any results
Pro Support is West Coast and does not start until 9:00 EST (6 AM PST)

Called back @ 9:25 and answered by - Agent #5105 - French accent
Asked to power off unit (hard off) and when I expressed concern about loosing log data helpful to resolving the problem I was told not to worry that we would be able to recover that once restarted.
Did as requested and emailed log bundle for review.
------------FROM REVIEW OF LOGS-------------------------------------------
Claimed we were running Beta 4.2.19 when running gold since Sept 7th
Told everything was fine with device but when pressed for why it was locked and non-responsive no explanation
Asked about network topology and other filler issues
Was told that the problem was a CIFS file transfer was too large and that is what caused the problem
Advised to wait and see what is the problem since it is "working now" but will not escalate - Told him that this behavior is the same as prior ticket #16458558 and after reviewing he said that was not the case.
When I reiterated that it was and asked to be escalated he said said no, that the unit was responding properly now and I would have to wait for the next occurrence of the problem. I asked to know when Agent #5040 was on shift and was told he was already but was unavailable and I should try back in an hour or so. I requested that he update the case with his notes and pass a request to #5040 to call me when he was available. #5105 said he would and the call was ended with niceties @ 10:37 (~70 minutes)