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Mine has been effected as well. Just figured it out last night. Has anyone had any success with data recovery? I haven't been contacted by support but would highly appreciate it.
This is catastrophic for me and have lost a lot of irreplacable data.
Model: RN10200|ReadyNAS 100 Series 2-Bay (Diskless)
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.
Re: Cant access my http://readycloud.netgear.com site
The point I have made is that it's your data and you should backup your data. I've been saying this pretty much every day for years. Backups provide the best protection for your data.
The data loss is clearly our fault this time, but there are other things that can go wrong that are not our fault that can lead to needing to restore from backups. Regardless of which device you use backups are important. No important data should be stored on just the one device, no matter what that device is. Part of an appropriate response to an incident like this is for each of you to consider whether your current backup strategy is sufficient or not and to make any needed changes going forward.
We've already taken steps to start to deal with the root cause of the problem, but that's dealing with stopping the problem from happening again and is separate from working with those who've run into the problem.
Re: Cant access my http://readycloud.netgear.com site
Due to an outage at our end that was different to what was experienced before the NAS was wrongly informed that it was no longer registered to ReadyCLOUD at our end.
So the NAS acted on what it believed was an end user's decision to leave ReadyCLOUD and proceeded to delete the ReadyCLOUD users and their home shares as is done when you leave ReadyCLOUD using the GUI.
We provide warnings when leaving ReadyCLOUD in the GUI that the home folder data will be destroyed when you do that, but obviously in this scenario as it was not user initiated that didn't happen.
We have already made some changes at the server end to address this and have plans to make further changes to benefit our customers. These changes are for stopping the problem from happening again.
For working with those that have run into the problem it's important that you communicate with us via email as suggested. We want to assist.
Re: Access to ReadyCLOUD / Admin Panel - is not available
I received a response from Netgear support on this issue:
There are two ways you can recover the Admin Page:
1. Reboot the NAS manually to see if it recovers - You are trying to recover the Admin Page by rebooting, it won’t lose your data just by rebooting.
2. If not, I think you have to do an OS reinstall. Insight app should allow you to do - If reboot does not bring back the Admin Page, that means some configuration file is corrupted on your NAS, and a re-install of the OS should bring it back.
The first solution I tried - does not solve the problem. The second, in my opinion, involves the loss of data in the home folder - as I am wrong, please correct me.
Re: Cant access my http://readycloud.netgear.com site
Following the outage, ReadyCloud can log in but always reports the NAS is offline. Obiously, I've rebooted my internet connection, switches, NAS. But there's no change. I can acces my other non-Netgear services remotely. This indicates to me that there is still a problem with ReadyCloud accounts not being able to provide access to my NAS.
Are there any updates from Netgear when this will be fixed?
Re: ReadyCloud service went offline and Delete all user accounts and files
I have contacted Netgear support and received an email explaining the problem and advising various things for me to do and "We are working on a data recovery plan for users to attempt to get data back. There are no guarantees that this will be possible, however"
I've placed the unit in tech support mode so fingers crossed for further updates from Netgear and a fix.
ReadyNas showing as 'offline' even though its online
Hi
My ReadyNas 316 has suddenly started showing as 'offline' when i try to connect through readycloud. When i go to readycloud, under Manage, the NAS is listed as offline, and to 'check power and internet connectivity'. I know that the NAS is in fact online and working. I can browse the NAS through Explorer, and play media content stored on the NAS. However, i cannot access it through readycloud. Are there any steps i can take to get this working?
Re: Cant access my http://readycloud.netgear.com site
colbrannon - I had the same problem, One of their engineers - Ye Zhang emailed me yesterday with a solution - I can now connect - I had log into the admin page and in the cloud tab - select "Leave" the Ready cloud option which turns the service off. Note this removes the Home folder and user so if you had restored those these folders need to be copied elsewhere. Then re-join. Hope this helps.
es wird ein Tech Support Modus gemeint. In diesem Modus kann der NETGEAR Support versuchen die gelöschten Dateien auf eine angeschlossene USB Festplatte zu sichern. In dem Fall solltest Du so schnell wie möglich den Support kontaktieren.
The second, in my opinion, involves the loss of data in the home folder - as I am wrong, please correct me.
You are wrong. The loss of data in /home was because the failure in ReadyCloud resulted in the NAS thinking the ReadyCloud accounts were being deleted. So it destroyed the home folders for those accounts as part of the account deletion(s). FWIW, though IMO Netgear messed up here, users who had no backups certainly contributed to their own data loss.
An OS reinstall will change the admin password back to password and will reset the network configuration to DHCP. It shouldn't change any other settings, and it shouldn't destroy any data. It can also be done from the boot menu, it does not require insight. Specifics are in the hardware manual for your model.
Re: Cant access my http://readycloud.netgear.com site
Being registered to Readycloud is one thing. I want to know and you have yet to tell me, how did it shut off the Readycloud in the Admin section of your NAS units? You keep skirting around this question.
