ReadyCLOUD had an issue on March 30th, 2017 between 1:00 AM and 12:00 PM US Pacific time, which caused ReadyNAS devices to leave ReadyCLOUD. This incident stopped the connection from your ReadyNAS to the Cloud and may be preventing you from accessing your ReadyNAS remotely. Also, private home shares for ReadyCLOUD users were removed as part of a ReadyCLOUD user cleanup mechanism (which has since been disabled). Please know that we are working on contacting all the individuals who have reached out to us and those who appear to have been impacted at the email address associated with their ReadyCLOUD/MyNETGEAR account.
If you were affected by this incident, you may have experienced one of the below situations:
Could not access your ReadyNAS via ReadyCLOUD.
Could not access the ReadyCLOUD.netgear.com home page.
Could not access your ReadyNAS via ReadyCLOUD desktop/mobile applications.
Cannot log into the ReadyNAS Admin Page locally with your ReadyCLOUD owner username and password.
Cannot find files/folders located in a ReadyCLOUD user private home share. (see NOTE below)
If you cannot login to your ReadyNAS Admin Page because you cannot use your ReadyCLOUD owner username/password, use your ReadyNAS's local admin password (default username: admin, default password: password). You may have changed the password from its default state when you first setup your ReadyNAS.
If you cannot login to your ReadyNAS Admin Page because you do not know your ReadyNAS's local admin password, hit cancel when attempting to login. The password recovery screen appears.
If you did not previously configure any password recovery options, you will need to perform an OS Reinstall to reset the admin password to default (admin/password).
If you used ReadyCLOUD, but did not utilize private home shares:
You can rejoin ReadyCLOUD at any time.
Navigate to the CLOUD tab from your ReadyNAS Admin Page, toggle on ReadyCLOUD, enter your MyNETGEAR username and password.
After you confirm, you should be rejoined back to ReadyCLOUD.
If you are having issues, try rebooting your ReadyNAS one time and then trying to rejoin ReadyCLOUD again.
If you persist at having issues rejoining ReadyCLOUD, please seek assistance on our Community, at community.netgear.com.
NOTE: If you used ReadyCLOUD, and believe you may have lost your files/folders from your ReadyCLOUD private home shares, or know that you lost your files/folders from the ReadyCLOUD private home shares, as part of the ReadyCLOUD incident on March 30th:
If you have a backup of your ReadyCLOUD private home shares already, you should restore this data from a backup.
If you do not have a current backup, please read on.
Data, in some cases, may be recoverable; however, be advised that data recovery is not possible in all cases.
Be advised that if you attempt to rejoin ReadyCLOUD, data may not be recoverable. Also, if you continue to use the device in normal mode, data may also not be recoverable.
Follow the instructions for placing your device in “Volume Read Only” mode from the boot menu.
Reach out to us at readycloudsupport@netgear.comfrom a valid MyNETGEAR email account and we will work with you in the order that we receive your e-mail.
To prepare your system for data recovery assistance:
Follow the instructions for placing your device in “Tech Support” mode from the boot menu.
Once your device is in Tech Support mode, please provide us at readycloudsupport@netgear.comfrom a valid MyNETGEAR email account with the information requested at the end of this message.
If you need access to data that was not in the home folders, please place your device in “Volume Read Only” mode for the meantime.
If you do not need access to the other data on your volume, please place your device in “Tech Support Mode”
E-mail Address associated with ReadyCLOUD owner (MyNETGEAR SSO)
ReadyNAS Model
ReadyNAS Serial Number
MyNETGEAR e-mail addresses of users who lost home folders.
NETGEAR is treating this as a critical design bug and have patched the server software to prevent this issue from occurring in the future. Please subscribe to this post to get the latest updates from NETGEAR as they are posted. Note: To subscribe to a post click on the Options menu to the right of the title (three horizontal dots) on the very first (original) post in the thread and then click Subscribe.
If you have not experienced a loss of your ReadyCLOUD private home shares, please rejoin ReadyCLOUD and re-invite users at your earliest convenience.
If you have experienced a loss of ReadyCLOUD private home shares and haven’t contacted NETGEAR, please email readycloudsupport@netgear.comfrom a valid MyNETGEAR email account immediately
If you are already in contact with NETGEAR, please know that NETGEAR is working on each case and will reach out to you so we can attempt to recover your data. We've made some good progress in creating the recovery tool to produce a worthwhile outcome for many users.
At this time, if you have not already done so, please place your device in Tech Support mode. You can follow the instructions provided at https://kb.netgear.com/20898/ReadyNAS-ReadyDATA-Boot-Menu for your ReadyNAS model on getting it into Tech Support mode.
Please utilize the LCD, if equipped, or RAIDar to determine your ReadyNAS's unique 5 digit code. Please update us via your existing e-mail thread with the 5 digit code.
If you have a USB device that we can attempt to dump the data, please plug that USB into the ReadyNAS at this time. If you do not have a USB, but have another NAS, please provide connection details to that NAS (IP, protocol, and a username/password to connect, if anonymous access is not enabled).
Update 4/11: We have been reaching out to more customers that have contacted us and are attempting data recoveries at this time. We apologize for the long wait in getting back to some users. If you have not been reached yet, we will be getting to you soon. Thanks for your patience.
