ReadyNAS 314 NIC Failing after firmware update

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sfpegasus wrote:

I'd like to chime in here with a solution that corrected these errors on my RN312: Make sure your RN314 is connected DIRECTLY to your router.  No switches, no hubs. Straight to the router.   That fixed my problem immediately.

 

I only use one of the NICs and while I've had the intermittant disconnect since that time, swapping the cable from the suspected not working port to the other usually corrects it.

 

https://community.netgear.com/t5/ReadyNAS-in-Business/ReadyNAS-312-no-email-alerts-after-6-4-1-upgrade/m-p/1021750#M4483

 

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I appreciate the input!  But I've already tested cables, connectivity to other network devices, etc to rule out the rest of my environment. 

My situation went from being 99.9% up for almost 5 years to consistently failing at least once a day (sometimes more) just one month before the hardware warranty expires.  The problem started immediately following a firmware update after not updating for years.

I attempted to open a hardware replacement support case, but the Netgear site appears to fail as soon as I finish filling out the questionaire.  It says to call a number and reference a support number highlighted in red.  Only there is no number highlighted in red.  Just an empty red box the size of zero characters.

Not surprising, I look for my support case and I do not have one.  I tried creating a support case twice.  I will try calling when I have an opportunity later today.  I was hoping to have something to report to whomever I get in contact with...

Can you try adding a phone number to your support profile then see if you can open a case?

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mdgm-ntgr wrote:

Can you try adding a phone number to your support profile then see if you can open a case?

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I added my phone number, my address, and filled out every empty field in my profile.  No dice.

I doctored the serial number just in case...

I am still unable to create a service case from the website.  I tried from two different networks (home and work), four different PCs and laptops, and three different browsers (IE, Firefox, Chrome) without success.

I called Netgear Support line 1-408-NETGEAR (1-408-638-4327)

After about 20 minutes a nice English as a second language lady answers and lets me know that I have reached the wrong department, but she will create a case number #40096280 and that she will transfer me to the correct department (ReadyNAS).

It has been 3 hours 18 minutes on hold now.  I am still waiting to hear from the correct department.

I decide to reply to this post so I recreate the steps to get to the blank case # box to get to the phone number to cut and paste into this post.  I have done this so many times now, filling in the information asked as descriptively as possible, and always get the same blank case number box.  HOWEVER this time is different!  Instead of filling out the fields as descriptively as possible, I simply enter 'broke' and 'broke' for both problem description fields.  This time, a case #40097033 generated. 

Is there a way to get these cases merged or progress further than waiting here on the phone for 3+ hours?  I am hanging up on this indefinite hold... 

I am able to attach the logs to the case via the website, but otherwise am unable to update the case to reflect the actual issue.  Does anyone here have the ability to update that case so it is more accurate?  Maybe link this forum thread to it?