Ultra 4 unresponsive after 10 minutes case#18114989

Do the logs or the smart stats suggest a disk problem?

No - SMART and disk logs seem to be OK. The NAS is located in a secure area with no human traffic so maybe an ethernet cable has decided to go bad or the ethernet card in the NAS is failing. There are a couple of other devices connected to the same switch and they are responding perfectly. Biggest issue I have is the Ultra is the current designated Master Browser so when it goes down it seems to cause all sorts of network problems.

I think I may have got to the bottom of it - seems to have been a Master Browser issue. I used the Toggle Master Browser add-on to switch off and on the NAS force master browser option. There is a small free programme 'Lanscanner 1.3' which tells you where the master is on your network and that helped diagnose the issue. The Ultra has remained on line for three hours so far whereas it failed within about 10 minutes previously. Problem could have been caused when I installed a new router.

That theory went out of the window as the system failed when it was relocated to its normal environment. Seems it does not like the switch it is connected to. Now trying a factory re-set to see if that solves the problem.

Can you give us details on the switch (make/model)?

Have you tried substituting a different make and model of switch?

I had a D-Link DGS-2205 switch that worked well with my NV+, but when I got my NVX, it simply wouldn't work with that switch. I replaced the switch and everything was good.

I have tried it on two Netgear 5 port switches and a Linksys SR2016. It has been working perfectly for almost a year on one of the Netgear's. I worked out the Ultra was the Master Browser for the network so when it went down so did my ability to see what was on the network. I made a ReadyNAS NV master which meant when the Ultra crashed the network was still visible. So I don't think it is the network causing the Ultra to crash, was just a symptom. After doing a factory reset the Ultra crashed again so I reckon it is faulty. I have raised a case and have sent the logs to support.

If you are working with support on this issue, can you please update the title of the thread to reflect the case number?
This is a customary thing on the forums. :)

Done!

Well what a life sapping experience dealing with Netgear technical support is! The NAS keeps crashing and last night it somehow managed to 'mislay' 1.3Tb of data. I say mislay because the share is empty but the NAS is reporting 1.4TB (24%) used. Over the last four days I have sent four sets of logs, answered innumerable emails, swapped cables, switches and tried umpteen configuration changes at their request. They refuse to RMA the unit as they say it is a "network problem" despite the fact there are 22 other machines on that network including an NV, Qnap, two plug computers, two Popcornours, Hard Drive's and various PC's all of which are functioning perfectly. I estimate I have spent about 15 hours trying to sort this problem at the request of support and this morning they say they want more logs. This is a 10 month old £500 consumer device not a state of the art computational engine and a genuine caring Customer service orientated company would simply replace it. In fact I had a problem with a £200 Logitech Harmony remote control a few months ago and their service was superb - a three minute phone call, huge apologies and a new unit sent out immediately ("you can keep the old one sir"). That is the 'Gold Standard' Netgear, not living in denial that your boxes cannot possibly go wrong. I reckon it is a hardware problem either by a failing component or poor design which makes it susceptible to some form of network glitch, but then it has not complained after being connected to that same network for the last 10 months. This is life with a Netgear ReadyNAS Ultra 4 at the moment (without backup's, music, photos or video's obviously):



I have been a ReadyNAS user and Forum member since 2006, been involved in memory testing, been through the Fan and PSU issues and have generally supported ReadyNAS products whenever I can. But this is dismal beyond belief. I have been without a functioning Ultra since last weekend so even if support agree to replace the unit it will be at least another week before I am up and running again. Time, I think, to do what my increasing circle of watching colleagues are suggesting - "Go out and buy a Qnap and move the disks across, life is too short".

What happened to you guys? - you used to be so good. :?

Have they suggested trying a direct-connection? If not, try that. If a direct-connection using a known working Cat5e or newer ethernet cable doesn't work then it's most likely not a network problem. See How to Direct Connect to your ReadyNAS

It is still possible you may have a failing disk (SMART is not infallible and the daily checks run are short online tests). Have they suggested you run the Disk Test boot option?: http://www.readynas.com/kb/faq/boot/how_do_i_use_the_boot_menu

Or better yet have they suggested hooking your drives up to a SATA port in your PC and testing them using vendor tools?

You may also wish to run the memory test if you haven't already: (http://www.readynas.com/kb/faq/boot/how_do_i_use_the_boot_menu) as that is another component that can fail.

What version of RAIDiator is on the unit? (edit: I see you're running 4.2.19. Seeing you've done a factory default could you try 4.2.20 beta and see if it's any different on that?: http://www.readynas.com/forum/viewtopic.php?f=51&t=57193)

With a NAS device there's plenty of possibilities for causes of issues and it is important to isolate the cause. Just a user here, so I don't know what you've tried so far but hopefully the above suggestions help rule out issues other than the NAS hardware being at fault.