Forum Discussion

Tutor

Jul 10, 2016

RN104 freezes 5 minutes after boot

Hi, I have a problem that started just over a week ago with my RN104 freezing shortly after booting up. In its frozen state, I cannot connect to shares, the web admin page is non-responsive, Read...

Booting

BrianL2

NETGEAR Employee Retired

Jul 12, 2016

Hi aolennick,

Welcome to the community!

I apologize but your product is no longer under warranty for support. The support staff who assisted you offered to escalate your case but you declined to pay. Can you try to boot your ReadyNAS in Volume Read-only and tell us if it'll give you access to your files?

Kind regards,

BrianL
NETGEAR Community Team

aolennick

Tutor

Jul 12, 2016

Hi BrianL,

I'll try booting as Volume Read-only and let you know.

The phone staff seemed to indicate that I had two options - pay for further phone-based support, or use the community forum - and either would give me access to the higher-level support that I need.

Note that I am based in Australia and under our local laws both the retailer and manufacturere have an obligation to support the products they sell for the lifetime of the product. Given that my NAS is still under hardware warranty then it would be expected to still be within its lifetime. And we are regularly told by our local media and regulator to be careful with offers to pay for warranty and support, as often this gives nothing extra than what must be provided by law. In this case I'm happy to recieve support by forum instead of phone - as long as I do get that support and it is in a timely manner. Thus I elected not to pay.

Regards,

Andrew.

StephenB
Guru - Experienced User
Jul 13, 2016
aolennick wrote:

The phone staff seemed to indicate that I had two options - pay for further phone-based support, or use the community forum - and either would give me access to the higher-level support that I need.

The two options are very different. With per-incident support, netgear personnel will log in remotely to your NAS, analyze what is wrong, and usually can fix it.

That doesn't happen here. This is a community forum, it is not a support forum. We (netgear folks and users) will offer advice and things you can try to fix the problem on your own, but we generally won't actually fix problems. In a sense you get "access", but that's not the same as getting "support".