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JWolberg's avatar
JWolberg
Aspirant
Sep 01, 2020

RN31600 Two drive failure within 30 minutes

Hello-

 

I have a RN31600 running 6.10.3.  I had a drive go bad about three weeks ago.  I purchased a replacement and swapped it out.  It rebuilt fine.  See the log snip below:

 

Aug 12, 2020 09:48:53 PM
 
Disk: Disk in channel 4 (Internal) changed state from RESYNC to ONLINE.
Aug 12, 2020 09:48:52 PM
 
Volume: Volume data health changed from Degraded to Redundant.
Aug 12, 2020 09:48:50 PM
 
Volume: Volume data is resynced.
Aug 12, 2020 01:53:06 PM
 
System: Successfully sent alert message.
Aug 12, 2020 01:52:42 PM
 
System: Alert settings are updated.
Aug 12, 2020 01:52:42 PM
 
System: Alert contact information was saved.
Aug 12, 2020 01:52:06 PM
 
System: Alert settings are updated.
Aug 12, 2020 01:52:06 PM
 
System: Alert contact information was saved.
Aug 12, 2020 01:52:01 PM
 
System: Alert message failed to send.
Aug 12, 2020 01:51:50 PM
 
System: Alert settings are updated.
Aug 12, 2020 01:51:49 PM
 
System: Alert contact information was saved.
Aug 12, 2020 01:51:19 PM
 
System: Alert message failed to send.
Aug 12, 2020 01:48:51 PM
 
Volume: Resyncing started for Volume data.
Aug 12, 2020 01:48:32 PM
 
Disk: Disk Model:ST2000DM001-9YN164 Serial:Z1E1KSKZ was added to Channel 4 of the head unit.

 

This morning I wake up to an inbox full of e-mail alerts from the appliance.  Apparently I had two drives fail within 30 minutes completely taking the array offline:

 

Sep 01, 2020 07:03:10 AM
 
Volume: Volume data health changed from Redundant to Dead.
Sep 01, 2020 06:43:13 AM
 
Disk: Disk in channel 2 (Internal) changed state from ONLINE to FAILED.
Sep 01, 2020 06:18:44 AM
 
Disk: Disk in channel 1 (Internal) changed state from ONLINE to FAILED.

 

 

 

Not even sure how to proceed at this point without engaging Netgear support.  Any suggestions here outside of paying $150 for a service contract?

 

Thanks.

4 Replies

  • Marc_V's avatar
    Marc_V
    NETGEAR Employee Retired
    Sep 01, 2020

    JWolberg

     

    If you have a full backup of your data, replacing the two drives that failed and doing a Factory reset would be an option. Another is what the Community usually suggests, using a recovery software like ReCLAIMe or r-studio and other recommended SWs used by the members here though some of them still have fees to use it's full feature.

     

    If you think your drives are fine by doing a test from a PC and the possibility of the NAS having the problem, it would be best to contact Support for RMA if it's still under warranty.

     

    Also, if your NAS was purchased between June 1, 2014 and May 31, 2016, you have a lifetime chat support available for you to use. If your drives are fine and you just need help on building or mounting back the array this Support option is good.

     

    Otherwise, you will have to pay for a Data Recovery service.

     

    HTH

    • JWolberg's avatar
      JWolberg
      Aspirant
      Sep 01, 2020

      Hi Marc-

       

      I bought it in December of 2017 so I know it's not under warranty.  I find it *highly* unlikely that both drives are actually dead.  The chance of two drives going out within 30 minutes is pretty far fetched.  Most likely it's just the first one that is having an issue.

       

      Is there any way I can contact support prior to paying the $150 to at least see if it's something they can assist with?  I'd hate to throw $150 away if they are just going to tell me to use a recovery software/vendor which I'd then have to pay again for.

       

      Thanks.

      • JWolberg's avatar
        JWolberg
        Aspirant
        Sep 01, 2020

        I logged in via SSH since it's just Linux after all running software raid.  

         

        root@Homeshare:~# mdadm --detail /dev/md127
        /dev/md127:
        Version : 1.2
        Creation Time : Thu Jan 4 08:52:28 2018
        Raid Level : raid5
        Array Size : 9743324160 (9291.96 GiB 9977.16 GB)
        Used Dev Size : 1948664832 (1858.39 GiB 1995.43 GB)
        Raid Devices : 6
        Total Devices : 6
        Persistence : Superblock is persistent

        Update Time : Tue Sep 1 07:29:03 2020
        State : clean, FAILED
        Active Devices : 4
        Working Devices : 4
        Failed Devices : 2
        Spare Devices : 0

        Layout : left-symmetric
        Chunk Size : 64K

        Consistency Policy : unknown

        Name : 2fe74df0:data-0 (local to host 2fe74df0)
        UUID : eca418b9:8c6b97ab:ae67bc06:e44f2671
        Events : 70945

        Number Major Minor RaidDevice State
        - 0 0 0 removed
        - 0 0 1 removed
        2 8 35 2 active sync /dev/sdc3
        6 8 51 3 active sync /dev/sdd3
        4 8 67 4 active sync /dev/sde3
        5 8 83 5 active sync /dev/sdf3

        0 8 3 - faulty /dev/sda3
        1 8 19 - faulty /dev/sdb3

         

        The array looks to be clean but obviously in a failed state.  I don't believe both drives are actually bad though.  I believe I should be able to bring it back with a "mdadm --assemble /dev/md127 --scan".  Has anyone ever done this before?

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