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Firmware update to os 6.5 breaks SMB on USB connections RN104 #26893300
Updated my OS6.4.2 to 6.5 on my RN104's
However after rebooting I now cannot access my USB devices on any of the usb ports using SMB on windows PC. The main device ie the NAS share/s show in wi...
Well I think it is only fair that when issues are fixed that thanks be due that they are made public as forums can tend to err on the side of a "moan-fest"
I will start by thanking the member of Support that dealt with my case I hope that I am not breaking any rules by naming them, Quin Hong. I would also tlike to thank the un-named R&D engineer that was also was involved and all the support staff that were involved in resolving this issue.
Of course in the end it was an "simple" fix In fact it involved a change of order of two lines in a configuration file but tracking these sort of things down can obviously be a nightmare, but they found it.
I was even told what to do. to correct my other units.
And the final "confirmation" was to update one of the OS 6.4.2 Units to 6.5 and edit the file
YES YES YES it works
It still begs the question "why does this only show up in disk's above a certain size",
(EDIT) Just been informed that it may be due to the size of the disk that extra delay is required. By changing the two lines that gives enough response time for the disc to be "fully" mounted
I also extend my thanks to all that contributed on this thread and to mdgm who escalated this.
Once I was "in the system " Netgear showed that they can work with the customer to resolve issues
Not to sour any praise but this is a "bug" in the firmware which I was unfortunate (fortunate for any other users who this may affect at some stage) to find and this I still believe the issue was addressed intially in a less than suitable manner.
Obviously my issue was initially very specific and Netgear has many many units with operating with a myriad of third party peripherals and disks, compatibility is always going to be an issue. And there is always the variability associated with the level of "user competence". Anyway it seems to be resolved and thanks again to all involved
I understand that the change in the configuration file will be incorporated in a later firmware update.
Maybe another unit in a couple of months time!!
Hello NSDias,
Do you have ReadyCloud app on this computer? If so, make sure it is updated to 1.12 version then login with your ReadyCloud account that you used to enable ReadyCloud in the admin page. Then map the NAS IP.
Regards,
Below is the response from Netgear about this issue
"Thank you for the response.
Our firmware is tested several times before it is released. We also do not have reported issues with this firmware regarding USB file access. With this, we would need to further check on the settings of the NAS. Retrieving back to the old firmware is not advisable as indicated on the release notes of the latest firmware.
Due to the device's warranty, we will be giving you limited options for support. If you are not interested in purchasing our support contract, you may still visit our support site and community forums."
So No interest in fixing unless I give them money.
Here is my response
What sort of response is this
I have now reported an issue. The usb devices work in v6.4.2 and directly on a PC How do I get back to a working firmware on my system?
If I buy an new unit and then plug these in a they do not work then are you committing to fixing my issue. If I buy a support contract are you committing to resolving my issue.
This type of response is typical of your attitude and you are probably taking the view that I am being unreasonable.
USB devices of 4TB and above do not work in OS 6.5 I have supplied my logs as requested and i they show that directly after installing OS 6.5 the drives do not Mount.
Your response is not a response of any Customer-centric Company at all but "Please go away we have no responsibility or interest and we Netgear can destroy a customers system at will after any warranty period with firmware updates. We even take the view that we will not help a client revert to a working firmware So if we break it we do not care about the customer as what if we lose a few along the way, and take no responsibility ".
I am reporting to to Trading standards in my countryas you are selling goods not fit for purpose."
All I wnat now is to get back to OS6.4.2 which Netgear will not even help me withand then sell all my netgera devices and buy sSynology as Netgear Obviusly have no interst in their customers
I am not "stepping over any line" here Netgear clearly show th in this response their customer care attitude
And the latest answer
"
Thank you for your response. I do apologize for the inconvenience that this has caused you but the support that we can provide you with this device is limited since the 90 days of free support entitlement has expired. Purchasing a Support Contract for the device is not your only option to get assistance from us. You may access our support site (support.netgear.com) or our forums (community.netgear.com) and you may look for related articles or online threads that may assist you with this case. Once again I do apologize for the inconvenience."
Therfore NO PAY NO WAY WE WILL NOT EVEN ADVISE ON HOW TO DOWNGRADE OR ANTHING UNLESS YOU GIVE US MONEY TO FIX WHAT WE HAVE BROKEN (EVEN THOUGH WE DO NOT EVEN ADMIT THAT"
GIVE US MONEY BUT WE ARE NOT ADMITTING ANYTHING OR COMMITING TO FIXYOU ISSUE.
And I know that I am shouting but as one poster said in my response "surely Netgear will investigate if their update caused the issue"
here is the answer, A responding No but give us your money
NHOW TO I DOWNGRADE TO OS6.4.2 anyone please so I can then sell these piles of junkAnd here is the kicker I should have support as I am within the 90 days as below (removed serial Number)
Product: RN10400
Serial Number:
Country of Purchase: UK
Purchased on: 21/Mar/2016
Registered on: 21/Mar/2016Standard Product Warranty * :
- Hardware Warranty: Available till 21/Mar/2019
- Free Installation Support Warranty: Available till 19/Jun/2016I updated 5 RN104's and have two which were backing up so I did not update so they work . I simply sent logs of a unit that showed the fault I did not send in logs for 5 devices. So Netgear are trying to claim that they will only deal with the unit/s in "warranty" even though in my case it is a global issue and all OS6 5 units show this behavior regardless if they are in warranty or not. In fact effectively update all units so they break send in the logs and we may/maynot deal with the issue
I have sent a reply requesting Netgear to instruct me to update the firmware on my working in warranty RN104 so that it Breaks" and I cannot use it in my business. However to comply with this request I require a transfer of funds to purchase the equivalent Synoloy unit when my working machine now is of no use to me
Customer Service - What Customer Service
Latest reply (removed serial no.)
The NAS with serial number: shows that it was purchased last March 21, 2016 but the manufacture date was last January 1, 2015. That unit was purchased beyond 1 year of its "Prescribed Shelf-life" and in order for us verify that units support and hardware warranty, we would like to ask for a copy of the receipt or any proof of purchase to be attached on your response to this Email so that attach it on the record of that unit. I really apologize for all the delay that this has caused you.
So Netgear NAS have a best before date!!
What on earth has this to do with me I purchased from Amazon Am I supossed to ask Amazon when then recieved their Netgear products . Ad refuse to accept anything that is less than some unknown Netgear prescribed sell by date. This units are not perishable goods or are they!!.
If Netgear have this policy They should stamp the best before date on the Packaging and the product. so that the customer can send it back
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