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Forum Discussion
RNP 6 - RMA'd Drives and Firmware versions - #20378209
After 4 support cases, 5 RMA'd HD's, a replacement chassis and my NAS is still dark.
This latest case has been opened because Netgear shipped me out 4 WD disks to replace the 4 Seagates as part of an RMA (See case 20337311). All 4 replacements are:
Model Number: WDC WD2002FYPS-01U1B0
Firmware Number: 04.05G04
Problem is those disks aren't even on the HCL with that version of FW (Drive firmware 4.05G05 or newer must be used). Why Netgear is sending out disks that don't even meet their requirements is a little maddening to say this least. Not to mention that WD makes no FW update available for it anywhere on their website. Even if they did... I own an iMac and a laptop with no way to pop in a drive to perform the update even if there was one (which is the same reason the Seagates were RMA'd in the first place).
Netgear's support has been nothing but superb. They've really been doing a stellar job working through these issues with me and I do appreciate all that Netgear has done (and continues to do) in order to fix me up. I'm just getting a little discouraged and starting to wonder if I'll ever get back up and running confidently.
If you're interested in the full story read this thread:
viewtopic.php?f=20&t=68790&hilit=won%27t+boot
And these support cases:
20337311
20263163
20253283
s.
This latest case has been opened because Netgear shipped me out 4 WD disks to replace the 4 Seagates as part of an RMA (See case 20337311). All 4 replacements are:
Model Number: WDC WD2002FYPS-01U1B0
Firmware Number: 04.05G04
Problem is those disks aren't even on the HCL with that version of FW (Drive firmware 4.05G05 or newer must be used). Why Netgear is sending out disks that don't even meet their requirements is a little maddening to say this least. Not to mention that WD makes no FW update available for it anywhere on their website. Even if they did... I own an iMac and a laptop with no way to pop in a drive to perform the update even if there was one (which is the same reason the Seagates were RMA'd in the first place).
Netgear's support has been nothing but superb. They've really been doing a stellar job working through these issues with me and I do appreciate all that Netgear has done (and continues to do) in order to fix me up. I'm just getting a little discouraged and starting to wonder if I'll ever get back up and running confidently.
If you're interested in the full story read this thread:
viewtopic.php?f=20&t=68790&hilit=won%27t+boot
And these support cases:
20337311
20263163
20253283
s.
8 Replies
Replies have been turned off for this discussion
- So I understand currently you still have a NAS not working?
Describe the issue - do you have a NAS that turns on at all? can you access data? Can you access admin? Can you provide logs?
Also a simple topology map and description of the ports (duplex and port speed) <- I don't know what im dealing with yet, so im trying to get all the possibly relevant info - Hey Kostia,
My NAS works fine (aside from the drive FW issue). To be safe I've left it off to prevent any data loss. So... dark for the last 3 weeks or so aside from the odd boot up to try things or gather additional info for Netgear Support.
All that remains (I hope) is to replace the 4 Seagates (which are still producing increasing command time out errors if the NAS is on) with other drives. Unfortunately the replacement drives that were sent by Netgear don't even meet Netgear's HCL requirements.
s. - Netgear support responded to my case telling me that WD2002FYPS is on the HCL. True. It is but the HCL does not include the "sub-model" designation. For example:
WD2002FYPS-01U1B0 drives have firmware 04.05G04.
WD2002FYPS-01U1B1 drives have firmware 04.05G05.
Netgear sent me 4 x WD2002FYPS-01U1B0 with 04.05G04.
Bottom line is that Netgear is sending out incompatible drives to its customers and expecting them to have the tools necessary to fix them. Not good. The proper thing to do is to only send out WD2002FYPS-01U1B1 drives. It''s easy to tell which sub-version the drive is as well as it''s FW version. It took me 30-seconds.
s. - Netgear Support responded to my case and said that they are not sending out disks that are not on their HCL. That is untrue. Sure... the model may be on the list but the sub-version and associated firmware are not compatible.
This is funny. They also asked if I'd tried the disks in my NAS. And that's a huge NO. I'm not about to put my data at risk by putting in drives that do not meet the requirements found on their HCL. Seriously?
s. - Netgear Support responded to my ticket. To recap: Netgear RMA'd 4 drives. Their replacements were
Model Number: WDC WD2002FYPS-01U1B0
Firmware Number: 04.05G04
The Netgear HCL does have model "WD2002FYPS" on it but notes that "Drive firmware 4.05G05 or newer must be used". I responded to the ticket noting the FW version incompatibility and their response was:
"The drives that was sent to you is guaranteed by Netgear to work. They are not on the HCL but they will work and we will support them."
I'm not sure what to do here. Netgear is telling me to use them and has confirmed that they're not on the HCL but I don't think I'm comfortable risking my data given the firmware incompatibility.
Any advice here would be appreciated.
s. - I'd back up my data, do a factory default with the new drives in place, and restore the data - saving the current disks (labeling them by slot) as a second backup.
- Thanks for the reply StephenB. Unfortunately saving the current disks isn't possible since they have to be sent back as part of the RMA process.
My bigger concern is the fact that Netgear is telling me to install disks that are not on the NCL. They say the'll support them but I'm not convinced they'll follow through on that. I guess i don't have much choice here. - Well, they would have to follow through if they supplied them, and you have documentation from Netgear saying that they will support them. Though I agree you don't have much choice.
If you maintain good backups, then I think you'd should be ok.
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