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Numerous issues, tech support not helping #25149827
My setup.
-4-bay ReadyNAS NV+ v2
-each bay contains a Seagate 3tb Barracuda
Long Story Short:
****My goal is to recover my files****
-Drive 1, failed.
-Log indicated Data volume was to be rebuilt on disk 3, upon reboot volume scan failed to run, I only have one share on the NAS and that share could not be found: "The paths for the shares listed below could not be found. Typically, this occurs when the ReadyNAS is unable to access the data volume."
-I contacted tech support, spoke to Bill on ticket number 25119538, he recommended I contact Seagate about a data recovery. Before removing any drives.
-I contacted Segate, they said that because it was a proprietary Netgear raid config they quoted $6000.00 for a data recovery on drive 1. They recommended I do my own scan of the drive and also basically laughed stating the RAIDx2 config should allow me to simply remove the corrupt volume and the other 3 drives should show my files.
-I powered off system and removed drive 1.
-I powered on system and the log indicated drive 3 was beginning to show signs of failure.
-The system again did not scan and the share path again could not be found. The volumes listing was empty.
-I tried numerous shutdowns, at one point the panel read "failed to mount USB drive". I have never used the USB port on the device. I have also never touched the reset button, although I have been very tempted to lately.
-I contacted Netgear, the person I spoke with... scarcasm coming... was extremely helpful.... the rep told me that I should contact a different phone number, a long distance number that I tried calling for 3 days and continually got an operator message stating "all circuits are busy, please try again later". The rep refused to tell me what the number was, and said I was being forwarded to a higher level of support and needed to call the number.
-After 3 days of continuous calling at all hours of the day, I went to the local computer store to purchase a new drive. The Seagate rep also said if removing the corrupt volume doesn't bring back my share, then perhaps installing the identical drive in the same bay would bring back the share.
-The local computer scanned the drive and said their full scan came back with no errors. I decided to purchase a new drive anyway.
-I installed the new drive into the NAS: New disk detected, alert contact(s) saved alert settings saved, volume scan failed, paths for shares not found.
-I contacted tech support again. The rep Shelia, informed me that my old case number was cited as being closed.... scarcasm coming... the rep must have felt I would be happy with that phoney phone number he gave me. In any case, Shelia issued a new case number: 25149827. She recommended I scan all drives seperately for errors. She cautioned me to never move drives into a different bay (or data loss will occur). Other than that she was not overly helpful, although i sent her my logs.
-I tried removing all drives except the brand-new drive 1.
-The system got hung up when booting "installing add-on"
-I then tried to boot using drives 2, 3 and 4. The system booted but did not find the share and failed a system scan.
-I tried booting using only drives 2 and 4. The system booted but again did not find the share and failed a scan.
Overall, I am at a loss on what to do. Please help, I want to recover as much data as possible. A drive fails in a RAIDx2 configuration and all files are gone, and the NAS is completely useless.... this is not the product I paid for. I have thousands of dollars worth of netgear products in my house, including a brand new router (still in the box)... I am very frustrated and feeling like the new router needs to get returned and my house converted to another tech giant... please advise
-4-bay ReadyNAS NV+ v2
-each bay contains a Seagate 3tb Barracuda
Long Story Short:
****My goal is to recover my files****
-Drive 1, failed.
-Log indicated Data volume was to be rebuilt on disk 3, upon reboot volume scan failed to run, I only have one share on the NAS and that share could not be found: "The paths for the shares listed below could not be found. Typically, this occurs when the ReadyNAS is unable to access the data volume."
-I contacted tech support, spoke to Bill on ticket number 25119538, he recommended I contact Seagate about a data recovery. Before removing any drives.
-I contacted Segate, they said that because it was a proprietary Netgear raid config they quoted $6000.00 for a data recovery on drive 1. They recommended I do my own scan of the drive and also basically laughed stating the RAIDx2 config should allow me to simply remove the corrupt volume and the other 3 drives should show my files.
-I powered off system and removed drive 1.
-I powered on system and the log indicated drive 3 was beginning to show signs of failure.
-The system again did not scan and the share path again could not be found. The volumes listing was empty.
-I tried numerous shutdowns, at one point the panel read "failed to mount USB drive". I have never used the USB port on the device. I have also never touched the reset button, although I have been very tempted to lately.
-I contacted Netgear, the person I spoke with... scarcasm coming... was extremely helpful.... the rep told me that I should contact a different phone number, a long distance number that I tried calling for 3 days and continually got an operator message stating "all circuits are busy, please try again later". The rep refused to tell me what the number was, and said I was being forwarded to a higher level of support and needed to call the number.
-After 3 days of continuous calling at all hours of the day, I went to the local computer store to purchase a new drive. The Seagate rep also said if removing the corrupt volume doesn't bring back my share, then perhaps installing the identical drive in the same bay would bring back the share.
-The local computer scanned the drive and said their full scan came back with no errors. I decided to purchase a new drive anyway.
-I installed the new drive into the NAS: New disk detected, alert contact(s) saved alert settings saved, volume scan failed, paths for shares not found.
-I contacted tech support again. The rep Shelia, informed me that my old case number was cited as being closed.... scarcasm coming... the rep must have felt I would be happy with that phoney phone number he gave me. In any case, Shelia issued a new case number: 25149827. She recommended I scan all drives seperately for errors. She cautioned me to never move drives into a different bay (or data loss will occur). Other than that she was not overly helpful, although i sent her my logs.
-I tried removing all drives except the brand-new drive 1.
-The system got hung up when booting "installing add-on"
-I then tried to boot using drives 2, 3 and 4. The system booted but did not find the share and failed a system scan.
-I tried booting using only drives 2 and 4. The system booted but again did not find the share and failed a scan.
Overall, I am at a loss on what to do. Please help, I want to recover as much data as possible. A drive fails in a RAIDx2 configuration and all files are gone, and the NAS is completely useless.... this is not the product I paid for. I have thousands of dollars worth of netgear products in my house, including a brand new router (still in the box)... I am very frustrated and feeling like the new router needs to get returned and my house converted to another tech giant... please advise
4 Replies
- Your logs indicate that you've got multiple disks that are failing not a single disk. X-RAID2 single-redundancy is designed to withstand a single disk failure not multiple disk failures.
You may need to try cloning the healthier of the two failing disks using dd_rescue.readysecure1985 wrote:
Here is a simple guide to quickly recover a failed drive using dd_rescue.
I often have to deal with pesky failed drives, so here is a quick simple guide how to achieve this with a free Linux Live CD and a PC with two SATA connections.
I will be using a Knoppix 6.2 Live CD for this guide. Can be found at http://www.knoppix.net
Using dd_rescue command allows you to copy data from one drive to another block for block. This is especially useful for recovering a failed drive. Often when a drive fails, the drive is still accessible, it has just surpassed the S.M.A.R.T. error threshold. dd_rescue allows you to ignore the bad sectors and continue cloning the bad drive to a new healthy drive.
1) Connect your old drive and new drive to your PC
2) Boot up using your Linux live CD
3) Launch a terminal window.
4) Run fdisk -l to make sure the system sees both of the hard drives.
5) Run hdparm -i /dev/sdx on both of the drives to find which drive is your source drive and which drive is your destination drive
6) Once you know which drive is which you can start the clone process.
dd_rescue /dev/sdx(source disk) /dev/sdx(destination drive)
7) You will see the process start, just keep an eye on it, it might take a few hours for the clone job to finish, depending on the size of the drive.
Once the process is complete, there will be no notification, the transfer will just stop and you will see the terminal prompt again.
If you see a lot of errors or see that there is no more data being shown as succxfer: it means the drive got marked faulty by the kernel. At this point reboot the system and make sure you know which drive is which again, as it is possible they lettering might switch. Run the dd-rescue command again but this time with -r option. This will start the cloning again but this time will start from the back of the drive and will make sure to get the data that has not been cloned yet.mschneider wrote:
-I contacted Segate, they said that because it was a proprietary Netgear raid config they quoted $6000.00 for a data recovery on drive 1. They recommended I do my own scan of the drive and also basically laughed stating the RAIDx2 config should allow me to simply remove the corrupt volume and the other 3 drives should show my files.
The NV+ v2 uses standard Linux software RAID.
You'd be better off considering our software data recovery services and moving on to consider 3rd party data recovery if software based data recovery is not enough.mschneider wrote:
The Seagate rep also said if removing the corrupt volume doesn't bring back my share, then perhaps installing the identical drive in the same bay would bring back the share.
Bad advice. At this point it would have been best to purchase data recovery services. Trying things like installing a replacement drive when the volume can't be mounted is only likely to make the problem worse.mschneider wrote:
-The local computer scanned the drive and said their full scan came back with no errors.
From the logs it is very clear the disk failed. Not sure what test was done on the "local computer", whether SeaTools was run or some other test. A long/extended non-destructive test would be best. It would be good if you could power down the NAS, remove all disks (label order) and test all your disks using SeaTools.mschneider wrote:
-I tried removing all drives except the brand-new drive 1.
Not sure what you hoped to achieve from that. One disk is not enough to mount the array.mschneider wrote:
-The system got hung up when booting "installing add-on"
Did you change the MySQL password? If you change the MySQL password away form the default this can happen.mschneider wrote:
-I tried booting using only drives 2 and 4. The system booted but again did not find the share and failed a scan.
Two out of four disks is no enough.mschneider wrote:
Overall, I am at a loss on what to do. Please help, I want to recover as much data as possible. A drive fails in a RAIDx2 configuration and all files are gone, and the NAS is completely useless.... this is not the product I paid for.
You will need to consider purchasing an initial diagnostics data recovery contract. In future I would suggest that you backup your data. No important data should be stored on the one device. Multiple disk failures are just one of the things that can go wrong that is out of anyone's control. See Preventing Catastrophic Data Loss - How do I purchase data recovery? Is it done remotely or do I send the hardware in?
- Contact support.netgear.com.
- It is done remotely.
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