Forum Discussion

Aspirant

May 19, 2016

Solved

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...

Business Discussions

Davexyz2
May 26, 2016
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!!

Retired_Member

May 22, 2016

If their procedure is to check warranty entitlement by validating a proof of purchase, it doesn't mean they imply that YOU are trying to cheat the system. It's just a procedure.

Now that you have proved you qualify for support and provided info, they'll be able to help you with the issue.

There is no "easy" way to downgrade a chassis to a previous major version. Downgrades between minor versions are "fibe" but not between major versions. Most of the time, the major updates, 6.2, 6.4, 6.5 include an update of the kernel. Some modifications may also occur on the BTRFS volume(s). Downgrading the firmware to an older major version may create issues as the OS can't manage the volume properly. For example, on 6.4.0, a new version of btrfs-progs was included and quotas were implemented on the volume(s). If you downgrade to a 6.2.x, you may run into issues as the kernel and btrfs-progs versions may not be recent enough. I'm quite sure NETGEAR won't be able to help downgrading a chassis, as stated in the Release Notes.
If you REALLY want to downgrade, some people here managed to do so by performing a USB Boot Recovery AND a Factory Default (but you wipe all the data).
But now that you have a support case open, I'd give them a chance.

Davexyz2
Aspirant
May 22, 2016
I see that the notes for 6.5 indicated kernel updates that is why I wanted a bit more clarification as to the amount of changes that took place as to any dangers if I manunlly reverted to 6.4.2

As for the shipping date warranty issue. I have a significant number of units registered with Netgear and have been purchasing one unit every three months or so recently, So Netgear have evidence of a long term customer. as I register them on arrival. I fully understand the requirement of an invoice It was the date of manufacture stuff which was added blah blah blah combined with the intransigence as to any acceptance that a firmware update has caused a issue with five of my units. I have supplied proof of purchase before when a ReadyNAS NV+ v1 chassis crapped out. I was impressed with the service I recieved then. However the service and support I believe has rapidly gone downhill since then, IMHO and Stephen B has "scolded" me just a while ago about another complaint that I had. This issue is stiil going on by the way. The BTFS hook business. I have a solution to this though.

At least now Netgear have accepted that something is amiss but still no real acceptance that they should have done something about it without me making such a fuss as it is firmware related issue in something pushed out by them. It is purely that I have an "in Warranty unit" that I have got this far.

Another update on the issue. It is an smb issue as I activated ftp via the web browser on one of the attached USB units that I cannot see by smb and can see it in an via a FTP client , Filezilla and winscp for example

Anyway we will wait and see, don't hold your breath
- mdgm-ntgr
  NETGEAR Employee Retired
  May 23, 2016
  As you can see looking at the GPL, the kernel update was a minor kernel update compared with what we did between 6.2.5 and 6.4.0. We are using the same LTS kernel series in 6.5.0 that we were using in 6.4.x, but a newer kernel in that series.
  
  However in a major firmware update we may do some further tweaks like enabling/disabling kernel options and btrfs features (such as enabling quotas in 6.4.0) which could make a firmware downgrade not recommended.
  
  Where a downgrade is not recommended you should update your regular backup before attempting any downgrade. Where we block downgrades (i.e. we currently block downgrades to older firmware than 6.4.0) it's because a downgrade would lead to data loss (or create a high risk of data loss).
  
  Also if you use ReadyCLOUD please note that ReadyCLOUD now requires the use of 6.5.0 and later.
  
  We would prefer if you keep at least one system running 6.5.0 so we can troubleshoot the problem you are facing with you. If we can confirm there is a bug we'd like to get it fixed in a future firmware release.
  - Davexyz2
    Aspirant
    May 23, 2016
    THanks mdgm
    
    A further response from NETGEAR support but the kicker is " you may have to update your working "in warranty" unit to OS6.5
    
    What Break it on purpose now!!! I have FIVE units with the issue so they need all my units not to work so that they may or may not fix it!!
    
    But it still implies that really they want me to purchase a service contract to fix something that they rolled out
    
    See full email and my response
    
    Thank you for sending the logs and screenshots. Based from it, NAS 12, NAS 14,
    NAS 16 and NAS 17 have individual ICYBoxes connected to them via USB Port,
    right? And these were working before with 6.4.2, correct? And the problem seem
    to arise when the USB drive exceeds 4TB, right?
    
    I will endorse you case to our higher tier for further checking. However, due to
    support entitlement policy, they may request that you update the firmware of NAS
    21 to 6.5.0 as well. Nonetheless, please provide the following details so they
    can contact you:
    
    My response
    
    In fact in my nomenclature
    
    NAS11, NAS12, NAS13, NAS14, NAS15, NAS16, NAS17 and NAS21 all have Individual Icyboxes attached to the rear usb port
    
    NAS11, NAS 13 and NAS 21 were backing up at the time that I updated the firmware to 6.5 so they are still on 6.4.2
    YES the Icyboxes were all working when the units were on OS6.4.2 as they are on NAS11, NAS13 and NAS21.
    
    In fact they are working now it is SMB Access that is not working on 6.5 units on what would seem any usb drives greater than 4TB.
    
    I should note that there is also an Icybox on NAS22 working perfectly and that is on a Readynas OS 5 unit
    
    There is no way that I am going to update the firmware on the "in warranty unit" to effectively take that out of my system unless as I stated earlier NETGEAR send me the monies to purchase a an equivalent from another supplier or provide a replacement running 6.4.2.
    
    Contact details .....
    
    I am still stunned about the update to 6.5 on a working unit