NV+ Becomes Unresponsive

UPDATE: Support case# 20372821

Online technical submission: view case

Case #: 20372821
Problem: Reliability
Cause: Intermittent Freezes/Lock-ups
Status: Open
Notes:
1/17/2013 4:08:00 AM
PC Brand/model no.: Alienware Area 51
Router/AP model no.: Netgear R6300
Operating System: Windows 7 64-bit
Error Message or Problem: My nv+ has recently started "locking up" and becoming completely unresponsive and unreachable (except via ping) during file copy operations (writing to the NAS). The only way I can get it back to a usable state is to pull the power plug and power back on...problem is, this means a 12+ hour resync. No errors in the logs either.
Printer model no.: na
SW version:
FW version:
Modem model no.:
Adapter model no.:
SW/FW version:
My nv+ has recently started "locking up" and becoming completely unresponsive and unreachable (except via ping) during file copy operations (writing to the NAS). The only way I can get it back to a usable state is to pull the power plug and power back on...problem is, this means a 12+ hour resync. No errors in the logs either.
1/18/2013 9:06:00 AM
Expert ID: 56005
Case No.: 20372821


Thank you for choosing Netgear. My name is Dane and I will be your support expert.

I recommend that we perform an OS reinstall to your ReadyNAS NV. No data will be erase in doing the OS reinstall. The files saved in your NAS will still be intact. However, after doing OS reinstall, your NAS will be back as being a DHCP client. It means that if you have a static IP address set on the NAS, that will be remove and it will acquire an IP address from your existing router or DHCP server. Another thing is, after doing the OS reinstall, the admin password to access Frontview will be back to its default which is netgear1.

Here are the steps in doing the OS reinstall:

1. Power off your NAS and get a paper clip.
2. Insert the paper clip to the reset hole at the back of your NAS. Press and hold the reset button while you power on your NAS. Observe the LCD display.
3. If it shows "Boot Menu" on the LCD display, kindly release the paper clip.
4. Press the backup button at the front panel of your NAS to scroll for the Boot Menu options. Once the LCD display shows "OS reinstall," get the paper clip.
5. Insert the paper clip to the reset hole at the back of the NAS again and press and hold the reset button for 3 seconds only then release it. The NAS will now perform OS reinstall.
6. Observe the LCD display. The NAS will boot up by itself once the OS reinstall process is finished.

Kindly observe if your NAS will still lock up. It would be better also if you could attach the NAS Logs when you reply back on this e-mail. Here are the steps on how to get the NAS Logs:

1. Access Frontview.
2. Click Status then click Logs.
3. On the Logs page, click on Download All Logs
4. Save the NAS Logs on the desktop screen of your PC for ease of locating it. The NAS Logs is in a .zip file
5. Attach the NAS Logs when you reply on this e-mail.

Thanks for choosing NETGEAR. Have a great day!


Sincerely,

Dane Andres
Level 2 Support Expert
NETGEAR, Inc.
http://support.netgear.com


NETGEAR Support Contact Information:

Call Toll Free 1-855-PROSAFE(US), 0843 453800 (UK), 1300361254 (ANZ) or with email support cases, update your case through the portal by visiting our web site at http://my.netgear.com/myNETGEAR/support.asp

For the latest updates to our manuals, drivers, and software, visit our web site at http://support.netgear.com. For ReadyNAS devices please visit www.readynas.com.
1/19/2013 3:29:00 AM
Thanks for your reply and assistance.

I followed the steps you provided and here is an update:

Following step #2, it does not display Boot Menu, instead, it shows Reset Switch: 5: OS Reinstall then 30:Factory Reset and finally 50: TFTP Boot. If I release the paperclip at any point, it "triggers" the option shown on the display.

I went ahead and released the reset button while OS reinstall was showing and after performing the "FW reinstall", it began performing a File System Check and then the displayed changed to showing "Booting" with the activity light very active for a minute and then the activity stopped and "booting" remains on the display for a very long time.
1/19/2013 5:08:00 AM
Re-installing the OS "hangs" on "booting" and never proceeds past that point. *see attached screenshots*

I went ahead and performed a factory default reset and it is now performing a re-sync with 8.5 hours remaining.
1/19/2013 5:10:00 AM
New attachment has been added to this case via the portal - NAS_FS.png
1/19/2013 5:10:00 AM
New attachment has been added to this case via the portal - NAS_BOOTING_HANG.png
1/19/2013 5:10:00 AM
New attachment has been added to this case via the portal - NAS_RESYNC.png
1/19/2013 4:07:00 PM
UPDATE:

After letting the resync run all night long, I woke up to find the words "Kernel panic" on the display.

Please advise on next steps...
1/19/2013 4:57:00 PM
New attachment has been added to this case via the portal - Powered off.docx
1/19/2013 4:57:00 PM
Attached am update and log files
1/19/2013 4:58:00 PM
New attachment has been added to this case via the portal - System_log-nas-01-EC-D8-20130119-081800.zip
1/20/2013 2:12:00 AM
Resync has been running all day, gets to 55% complete and never progresses. The NAS becomes unresponsive at this point and I cannot do anything but a hard shutdown.
1/20/2013 2:19:00 AM
I am performing another Factory Default reset using only a single drive slot populated, RAID-X, and will begin adding drives one at a time to expand...
1/20/2013 5:22:00 AM
2nd hard drive added and resync running...
1/20/2013 4:10:00 PM
2nd hard drive resync completed without issue. Added 3rd drive and resync running...
1/20/2013 9:09:00 PM
3rd drive resync and expansion complete
1/21/2013 5:35:00 AM
4th drive added and expansion completed without error. Attaching latest logs and copying data to the NAS...
1/21/2013 5:35:00 AM
New attachment has been added to this case via the portal - System_log-nas-01-EC-D8-20130120-210843.zip
1/21/2013 7:36:00 PM
more errors this morning...

Mon Jan 21 09:05:32 PST 2013 A SATA reset has been performed on one or more of your disks that may have affected the RAID parity integrity. It is recommended that you perform a RAID volume resync from the RAID Settings tab ( accessible in the Volumes page => Volume tab in FrontView ). The resync process will run in the background, and you can continue to use the ReadyNAS in the meantime.
Mon Jan 21 09:02:09 PST 2013 Access to the disk on channel (??) is producing I/O errors. Although the array is still redundant, please replace this drive as soon as possible, as it is likely to fail soon.
Mon Jan 21 09:02:18 PST 2013 Access to the disk on channel (??) is producing I/O errors. Although the array is still redundant, please replace this drive as soon as possible, as it is likely to fail soon.
1/21/2013 7:36:00 PM
New attachment has been added to this case via the portal - System_log-nas-01-EC-D8-20130121-112743.zip