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Forum Discussion
Ultra 4 unresponsive after 10 minutes case#18114989
My Ultra 4 has been working perfectly for some time but today It suddenly became unresponsive and disappeared off the network. It did not show up in Raidar and I could not access the admin screen via...
mdgm
Large file transfer worked with a direct connection but then so did doing the same via the network - sometimes! Was not asked to run a low level disk or memory test - just make a few changes, wait for crash and then send back the logs. Best suggestion yet was to leave it running over night and see if it is better in the morning :( Maybe I should have given it a couple of Paracetamol and a hot water bottle.
If the NAS had been out of warranty then all this support would be laudable but a good service centre knows when the customer experience has crossed the line from being acceptable and should act accordingly, quickly and responsibly. In this case they just kept bumping into the wall possibly in the hope my warranty would expire before they needed to take decisive action. Maybe they are right about a network issue but one failure out of 23 attached devices suggests otherwise. Besides the cost of sending out another unit to eliminate the possibility would have been a sensible move. In fact I notice they did that with someone who posted a few days ago - new network card, then new NAS although he still had the problem in that case. Maybe support in the US is better than in the UK?
Papabear
I have gradually removed or swapped the cables and switches and got the NAS down to a very simple arrangement and it still fails. This was a working system as of a week ago and the Ultra has performed flawlessly for 10 months using all the existing network. Currently is is going through one Linksys SR2016 switch and it still fails although I also tried a HP Procurve 8G and Netgear 5 port switch and the results were the same. The network covers three buildings so I moved the Ultra to the main one and sat it next to the big switch. As regards data loss the Ultra has taken care of that by itself. Folders and data within the 'media' share have all gone but the NAS reports 24% of the disk space has been used which is weird. Rebooted and it started to do another 6 hour re-sync. All my data is backed up anyway.
Edit: Just tested all cables (thanks for the suggestion) with a LAN tester and everything was OK. Also been running Overlook Fing, Look@LAN, Radmin Advanced IP scanner and Softperfect Network scanner and all report a healthy system and no IP clashes.
Large file transfer worked with a direct connection but then so did doing the same via the network - sometimes! Was not asked to run a low level disk or memory test - just make a few changes, wait for crash and then send back the logs. Best suggestion yet was to leave it running over night and see if it is better in the morning :( Maybe I should have given it a couple of Paracetamol and a hot water bottle.
If the NAS had been out of warranty then all this support would be laudable but a good service centre knows when the customer experience has crossed the line from being acceptable and should act accordingly, quickly and responsibly. In this case they just kept bumping into the wall possibly in the hope my warranty would expire before they needed to take decisive action. Maybe they are right about a network issue but one failure out of 23 attached devices suggests otherwise. Besides the cost of sending out another unit to eliminate the possibility would have been a sensible move. In fact I notice they did that with someone who posted a few days ago - new network card, then new NAS although he still had the problem in that case. Maybe support in the US is better than in the UK?
Papabear
I have gradually removed or swapped the cables and switches and got the NAS down to a very simple arrangement and it still fails. This was a working system as of a week ago and the Ultra has performed flawlessly for 10 months using all the existing network. Currently is is going through one Linksys SR2016 switch and it still fails although I also tried a HP Procurve 8G and Netgear 5 port switch and the results were the same. The network covers three buildings so I moved the Ultra to the main one and sat it next to the big switch. As regards data loss the Ultra has taken care of that by itself. Folders and data within the 'media' share have all gone but the NAS reports 24% of the disk space has been used which is weird. Rebooted and it started to do another 6 hour re-sync. All my data is backed up anyway.
Edit: Just tested all cables (thanks for the suggestion) with a LAN tester and everything was OK. Also been running Overlook Fing, Look@LAN, Radmin Advanced IP scanner and Softperfect Network scanner and all report a healthy system and no IP clashes.
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