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Forum Discussion
Solved
RN104 firmware update bricked my unit
I have several netgear ReadyNAS units at work and home. The newest one of our collection, the RN104, got bricked on a recent firmware update from Netgear. On reading through the forum threads,...
I found the receipt, called back Netgear support, and they accepted to RMA the unit as it was within warranty period for hardware and having a hardware failure due to faulty Netgear issued firmware.
New unit arrived next business day, and the drives were put in and they booted up fine. The unit is working now. Thank you.
bbani wrote:
steps to RMA unit and replace with a working one.
You can contact Netgear support at my.netgear.com if you are the original purchaser. They might want to charge, so if you aren't in a rush you might wait for responses here.
That went nowhere. Netgear is not taking accountability, responsibility for the faulty firmware that has broken this unit. They hide behind a scripted support diatribe. They make it hard to open the support ticket in the first instance. And once you get someone on the phone, they are untrained and read off a script to troubleshoot. The guy faltered and repeated the steps a few times.
I thank you all for your kind assistance, but I for one will no longer be buying or recommending anything Netgear for our datacenters based on the scripted support I just received. No compassion. Simple solution, once you determine it's a hardware failure, RMA. Don't hide behind the excuse of asking for a receipt.
</rant> I might have more luck finding Hillary Clinton's lost State Department emails. Looking for receipt.
Hi bbani,
While looking for the receipt, can you tell us which Firmware was suppose to be installed in your system (remotely)? If it's okay, I suggest that you run the USB recovery procedure again with another USB flash drive and try it on your system.
Kind regards,
BrianL
NETGEAR Community TeamThanks Brian. I repeated the exercise across 5 different (fairly new) usb flash drives.
Boots on power-up directly into "boot from USB" prompt. Can't bypass to get the boot menu by pressing reset. Does nothing else but find the recovery USB, does something, then powers off.
Got the unit RMA'd. Expecting replacement in next two days.
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