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User has been Auto deleted - all data lost
Netgear RN10400 , fw: 6.6.0, 2 x 1TB, RAID 1. User has been Auto deleted - all data lost. Can not acces local user home dir?!? Can someone check this? Or tell me, in which log can I check th...
Please if you haven't already. Have a read of Having ReadyCLOUD problems since 3/30/17?
This announcement has been updated over time.
I'm going to mark this as the solution to make sure those visiting this thread see this post.
That is unacceptable. NETGEAR lost a customer for life.
Destroying shares is a destructive process and we have warnings in the GUI about this if you manually go to delete a user/share.
We have looked at some affected systems and been unable to recover data from the deleted home shares as yet. You should disable volume maintenance for now and better yet boot into volume read-only mode (so no changes are made to your volume) to try to make sure nothing happens that may jeopardise data recovery just in case our investigation uncovers ways to recover data from deleted home shares.
It's unfortunate that this happened but ultimately having an up to date backup is your responsibility.
Hmmm,
YOUR actions caused a data and user delete on basically EVERY system that is using ReadyCloud.
Bouncing it back to your customers and simply stating that it is THEIR responsibility to have a backup
is a very cheap shot....
And totally unacceptable.
The amount of work it takes to restore everything is substantial. No to mention the effort for administrators that have
remote systems far away.....
I think we all are waiting for a pro-active solution.
Jack
i have not deleted anything but my logs show that all users have been deleted, i have lost years of photos, also so have my family, if i have not deleted them, how on earth have they been deleted and how do i get them back ?
MJT1 wrote:i have not deleted anything but my logs show that all users have been deleted, i have lost years of photos, also so have my family, if i have not deleted them, how on earth have they been deleted and how do i get them back ?
The readycloud users are linked to the netgear readycloud , there is a cloud tab on the admin page. If you choose to leave the cloud then the cloud users are deleted and their home directories along with them. Now when netgear's cloud servers became unavailable for 'some reason' the NAS systems reacted as if the server had left the cloud hence all cloud users and their home directories were deleted.
Bad news if you didn't have an external back up or a seperate share where you backed up to then it is all gone.
Netgears response has so far been , ' it is your responsibilty to have a backup'
mdgm wrote:Destroying shares is a destructive process and we have warnings in the GUI about this if you manually go to delete a user/share.
We have looked at some affected systems and been unable to recover data from the deleted home shares as yet. You should disable volume maintenance for now and better yet boot into volume read-only mode (so no changes are made to your volume) to try to make sure nothing happens that may jeopardise data recovery just in case our investigation uncovers ways to recover data from deleted home shares.
It's unfortunate that this happened but ultimately having an up to date backup is your responsibility.Dear Netgear support people
yes, there is a definite warning when you try to delete a share. You even have to type DESTROY to complete this action. Up until this point you are right. Too bad that we did not initiate this action ourselges and no warning what so ever was resented before Netgear deleted these shares. We did not even have to type in DESTROY. SO please, don't say "we told you so".
For the part of the backup of our data, that's specificaly the reason why I bought and installed a NAS with four identical drives in a Raid configuration. This doesn't protect me from deleting complete shares but then, that's not what we've done.
so a bit more than just this warning about our own responsibilities and a meager sorry from you is at its place.
Start up this morning, cant access admin page now so I cant make any changes - and I could last night, however the network drives are back in working order...? Whats going on?
Also, was this an attack or a **bleep** up?
Seriously? NETGEAR systems arbitrarily deleted millions of dollars of data from their customers devices; still now 24 hours later not providing them with a clear explanation of what did happened; nevertheless a solution... and you have the courage even to tell your customers that it is their fault for not backing up their data thru a competitor solution?
Perhaps, I should remind you about the selling points of your company for this devices:
Netgear 5 Layers of File Protection:
* Automatic RAID protects against disk failure
* Exclusive snapshot technology for point in time file recovery
* Real-time anti-virus software protects against viruses and malware
* Bit rot protection defends against media degradation
* Free cloud backup for your most important files
Why do you need 5 layers of file protection when NETGEAR already takes care of arbitrarily delete your data for you? ... and -of course- compromise you research, business, work if not sending you/your business bankrupt!Sorry, but this is not acceptable! Even more, your lack of ownership taking responsibility on the matter. At this point, perhaps what you should do is posting in the forum the address for which we should send you the papers for the class action that is coming your way!
DavidMacStruan wrote:nevertheless a solution
The thing is that once the data is deleted, there isn't any solution really. If a home folder is deleted, its snapshots are deleted at the same time. As home folders are BTRFS subvolumes, it's not that simple to "undelete" them. The only way to recover anything is by using data carving methods, which very little chance of success.
Btw, just to be clear, I'm no longer employed by NETGEAR and I'm in no way trying to protect them. I'm actually trying to help you and others, as much as I can.
It's my job to try to help you guys as much as possible.
At the same time our warranty and manuals do clearly state that backups are important. We put a lot of time and effort into maintaining features to backup your data because we may have features like snapshots, anti-virus, bit-rot protection, RAID etc. but there are problems that those cannot protect against whether within or outside our control.
You can spend much more on a server than what you'd spend on our high end RR4360X and still run into problems where you need to restore from backup.
Before I got my first ReadyNAS I experienced data loss and I've learnt from that painful experience and work to do all I can to prevent others from experiencing that pain where possible or helping with learning the lessons from data loss in the unfortunate event that is experienced.
We're very disappointed with what's happened and we are working to make changes so that the cause of this particular problem is fixed.
We've already identified some changes to make to servers at our end and some changes that can be made to the firmware.
We pride ourselves on providing the best protection for data in the section of the NAS market we operate in.
We're adding additional RAID choices, namely RAID-50 and RAID-60 in the upcoming 6.7.0 release which provide a good balance between performance, redundancy and capacity for volumes utilizing large/huge numbers of disks.
sassinemichel we appear to have had some early success with the script that's running on your box on other customer systems. We'll look to improve the script if needed.
The older scripts we tried were successful in the lab but weren't recovering data on customer systems.
When it comes to data recovery attempts it really is a case by case thing to see whether data recovery is successful or not. It may be completely successful, partial successful or completely unsuccessful.
It depends on various factors including what writes have been made after the home shares were deleted.I didn't use the drive after the issue arised so i guess there aren't any risks of overwrites,
The engineer taking care of my case asked me to go purchase a drive that is larger than my home folder to recover the data to it, costing me 500$ more than the 125 euros I already paid for support just to be able to call netgear and tell them about the issue,
I really hope this gets solved
Seriiously? Its my fault??
kberna1376 did you get an email from us?
If not have you proactively emailed us as requested?: ReadyNAS Bulletin Board on March 30th 2017 ReadyCLOUD Outage
We are doing what we can to help affected customers.
Whilst the deletion of your ReadyCLOUD users and their home folder shares was unfortunate, with any device regardless of brand there are things that can go wrong whether the device manufacturer's fault, the user's fault or neither. No important data should ever be stored on just the one device, no matter what that device is. Redundant RAID levels, snapshots, anti-virus & bit-rot protection are all great features that help protect your data, but they are no replacement for backing up your data. Backups are important. At times like these it is important to re-evaluate backup plans to consider what improvement can be made going forward. When it comes to backing up you should always prepare for the unexpected.Other brands e.g. the one you mentioned have customers who have had unexpected data loss as well.
We are extremely disappointed about what's happened, but what's done is done. We are dealing with the situation as best we can to help affected customers and have already put some things in place to help stop the problem from occurring again in the future.
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