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Forum Discussion
Failure of Netgear Technical Support
I am having problems connecting a NAS424 to an Eaton UPS 5P. I have raised this with Netgear support, and I have a running support case: 30039834. It's reached level 3. But now I can't reply to my ca...
The new case number 00296105 is the one to use going forward. It's the same case just a new number for it.
The case is attached to the same email you use for the community.
If you can PM us the details of the old account and the new account we can pass on the account merge request. Do you use just this account on the community or the other account as well?
You can also email us the logs from your system if you like (see the Sending Logs link in my sig).
What problem are you having with the Eaton? I have a 5P 1500 attached to my RN516 via USB and it works fine.
It simply won't connect. I select the Eaton UPS system offerrings in UPS options (either option: managed/unmanaged) and it always returns an error.
I can connect to a 4G UPS apparently (or in fact, one or two of the other options), the NAS sees the UPS, identifies the correct type and name, even serial number, but this is bogus. The UPS doesn't/cannot signal mains power failure to the NAS. So the NAS can see the UPS, but they're not linking properly.
Anyway, tomorrow, I might be able to re-connect with my support theme and get this resolved. This was all so simple with a ProPioneer!
I raised this thread simply because I had completely run out of options for contacting Netgear in the UK.
If it's over USB the UPS should be automatically detected.
The dropdown is for connections over SNMP (which is of course over ethernet).
If you're using SNMP problems could relate to a faulty ethernet cable or a faulty port on a router/switch.It's an ethernet connection, NAS and UPS are on the same switch, both devices are visible from the DHCP router, both devices can see each other over the ethernet, but I cannot get a working SNMP connection. And all devices: router, NAS, and UPS are on latest firmware versions. I've tried the swapping cables malarky and that's not the problem.
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