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Aspirant

Dec 28, 2017

An error occurred during synchronization

I keep getting "An error occurred during synchronization" after coming back from a 2 week Christmas holiday. It pops up like every 10 seconds and it's driving me crazy. Failed to Upload file Rea...

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schwizer

Aspirant

Jan 01, 2018

Thank you I will add those to my toolbelt. Would be nice if the NAS did a self diagnostics automatically as this seems like the kind of thing that the user shouldn't hvae to worry about. The last thing someone wants is for the array to fail during a rebuild.

I am trying to go through the RMA process as the WD troubleshooter found nothing wrong with the drives but Netgear website is giving me the runaround. The article below sais to call the number for an RMA but the automated bot asks for the first 3 digits of the SN and then says that the RMA has to be entered online and hangs up.....

https://kb.netgear.com/1162/How-can-I-get-a-Return-Material-Authorization

Any ideas?

Schwizer

StephenB

Guru - Experienced User

Jan 01, 2018

I suggest logging into my.netgear.com. Register your NAS if that hasn't been done already. Also upload the proof of purchase if that hasn't been done already.

You'll see an option on the right side called "my support". Click on that, and then click on "contact support". You'll see a "replace my defective product" link there. Click on that, and fill in the requested information.

schwizer
Aspirant
Jan 01, 2018
I don't get quite that option. Screenshot attached. I do get a "Hard Disk RMA" and the RN1040 is selectable from a drop down menu but on the following page it says "Only disks supplied by NETGEAR are covered under warranty" so i'm guessing this option is only for disk RMAs not for NAS RMAs. Should i just push through with this option? I don't want to send it in and then have them reject it because i didn't follow procedure...

Schwizer
StephenB
Guru - Experienced User
Jan 01, 2018
You don't want to use the hard disk RMA.

This is the sequence I am suggesting then

then
schwizer
Aspirant
Jan 04, 2018
So i'm going back and forth with the customer service team and here is their last reply.

I do apologized for the inconvenience. Base on the logs of the device the files is no longer intact. You can also contact the manufacturer of the drives if you dont like to proceed to our data recovery. We cannot replace the device since this is not a hardware issue.

https://kb.netgear.com/19392/ATA-errors-increasing-on-disk-s-in-ReadyNAS.

It was a pleasure assisting you. Thank you for choosing NETGEAR. Have a great day!

That make any sense to anyone? They are saying that two 2-year old drives failed simultaneously and that it's not a hardware problem. What test am i supposed to run to test the hardware and identify whether it's a drive fault or NAS fault? I've already checked the drives individually and they were ok... Am i just supposed to go out and buy 4 new hard drives to show them that the unit still doesn't work?

This is rediculous. They want me to pay $200 for someone to remotely control my unit and do troubleshooting. The unit is under warranty. How do i get an RMA number out of them?

Schwizer
schwizer
Aspirant
Jan 06, 2018
I guess that's the end of the Netgear support line. If netgear fails, blame drives and refuse service. Sounds convenient. Wish i could do that to my customers. Will not be recommending Netgear to anyone.

Schwizer