ReadyNASOS 6.4.1-T29 (Beta 2) : RN104 drops out when writing files

[guigui_bebert]

Hello,

I'm facing an odd issue here since a long time but I feel it is software related and a new Beta could help.

It looks like an out of memory error.

My (brand new RMAed) RN104 can't seem to hold the load on writing a lot of data on it.

I can read data without any issue but writing a lot of data always ends up with the NAS freezing, the front screen stays on with wathever was on it at the time it dropped out (The IP or version) and it does not respond anymore (even with harware button).

For example tonight (after the firste resync was completly finished) it dropped out after 8hours of transfer and 280Go transfered via wired FTP.
All was fine before 6.4 upgrade and it also happened when moving data from share to shares using the http frontview (soit happend even in internal transfer).

Since I (and support) performed a full check of my disks (2*3To WD RED, 1*1To WD RED, 1*3To Seagate ST3000DM001 ==> All on the HCL list ) I cannot see why it would be Disk related  (do not hesitate to enlighten me if you see an explanation here).

I opened a support case they couldn't really help:

• Factory reset --> no way to restore all the data (freeze after some time)
• Checked the disks : all 100% sane
• RMA my First RN104 + factory reset with latest beta (T29)-> always same results.

So I'm 90% positive that it comes from 6.4 (and upper versions) and I'm willing to test it:

Is there a way to factory reset to the last 6.3.x version? Like USB install? If yes, can you give me a link to it?
I would perform another factory reset and try to reload all the data.
It would
1) assure that the issue Is software related
2) give me a usable NAS again

Thanks

[guigui_bebert · Accepted solution]

Hello,

Support L3 did something on my RN104 in support mode, now it seems to work. I'll update when all my data will be loaded on the NAS again.

What they did, they did not tell me but it should be included in next firmware release (if it is release related, which I strongly think)

[guigui_bebert]

Edit: I found the info about usb recovery but it seems that downgrading is not possible.

So I'm back to square 1.

Can I definitly rule out disk issu since the checkdisks performs very well without finding an issue and the NAS did not drop out with 6.3 firmware?

[mdgm-ntgr]

Can you attach a fresh set of logs (it is preferable if you can download the logs ASAP after rebooting after seeing a problem) to your support case?

What disk checks did you and/or support do? Have you checked your WD disks using WD Data LifeGuard Diagnostics or your SeaGate disk using SeaTools?

[guigui_bebert]

Thanks for your reply

I attached fresh set of logs right after every freeze to the support case that ended on an RMA.

I did a "boot menu" check disk (from boot menu of the RN10400) and I think support did the same and found no issue.

They did not ask me to do manufacturer's own check, I'll give it a try.

I thought all checkdisks were about the same and that's why they would non ask it.

The strange thing about this freeze is that the system really stops to respond, the screen keeps information displayed and LED are still on, but no access from frontview/SSH/Raidar, it is as if the system were not on.

I experienced exactly the same behaviour in early releases of OS 6 back in 6.1.X, corrected by 6.1.5 and appeared on 6.1.5 while defraging the unit (https://community.netgear.com/t5/ReadyNAS-Beta-Release/RN102-6-1-5-RC-Defrag-Hangs-System/td-p/92614...

[strohj]

I am experiencing the exact same issue over here

[guigui_bebert]

Sorry for you strohj, but it's good to know I am not alone!
Did you open a support case?

@mdgm-ntgr I ran an external checkdisk on windows (WD DATA LIFEGUARD because seatools did not see any disks, not even the internal seagate ones on both PC I tried, I suspect an OS compatibility for this one)
And all 4 disks were completly clear.

So that rules out once and for all any disk issue.

I guess you will advise me to wait for a correction-beta but I am not even sure the issue Is worked on.

[strohj]

I have not opened a support case, I havent been home to be able to access the NAS in a week or so

[guigui_bebert]

ok,

it would be a good thing that you open one so that we are sure that they acknowledge the issue.

I'll give you my support cases number if you want so that it advances quicker.

[coxo01]

I've been having the same issue for weeks now since 6.4 on the RN104. I am currently on 6.4.1 (Beta 3) and the issue still persists.

Its horrible. Have to plug the NAS to reboot every night.

[guigui_bebert · Accepted solution]

Hello,

Support L3 did something on my RN104 in support mode, now it seems to work. I'll update when all my data will be loaded on the NAS again.

What they did, they did not tell me but it should be included in next firmware release (if it is release related, which I strongly think)

[guigui_bebert]

Netgear support explained me that my Raid configuration was faulty(due to violent power OFF maybe in version 6.2.5 lock up) and that a factory reset does not rebuild the raid conf --> fault is not corrected.

I should havec formatted my 4 disks using external format tool AND factory resetted the NAS.

the issue was apparently present in older version but lock up were no symptom before 6.4.0

I suggest you back up all your data, format all your disks and factory-reset your NAS.

Please post your status after this task.

[powellandy1]

Can anyone from Netgear comment on why a factory reset DOESN'T rebuild the RAID configuration - it would seem logical that it did.

Also, shouldn't it pop up a warning somewhere for a problem like this??
A

[StephenB]

---

@powellandy1 wrote:

Can anyone from Netgear comment on why a factory reset DOESN'T rebuild the RAID configuration - it would seem logical that it did.

---

I'm thinking the same.  A factory reset reformats everything, so something sounds wrong here to me.

[guigui_bebert]

I was also very skeptical but here is the exact statement (translated, I'm french) from the support:

For internal analysis, my ticket number is 26034663

________________________________________________________________________________________________

Me:

    [...]

    So, you confirml that Factory Reset does not fully erase RAID configuration? Only data and system configuration?

    Otherwise my raid related issue would have been resolved after a factory reste and hardware change.

     To resolve my initial issue, I should have formatted my 4 disks and factory resetted the RN104?

Netgear Support:

    Indeed, Factory reset does not touch Raid configuration

    Concerning the solution, indded, formating your disks one by one and then formating the Nas could have resolved your issue 

________________________________________________________________________________________________

I would also like a confirmation from Forum member working at Netgear.

[JennC]

Hello guigui_bebert,

I believe not because when you factory reset the NAS with the disks, it will delete the volume and allow you to create a new one, part of it is selecting which RAID level you want to use.

Regards,

[guigui_bebert]

Hello JennC,

I thought so too!

And if it is not the case I REALLY would like to know what L3 did on my RN104

And why would the L2 tech assert otherwise?

[JennC]

Hello guigui_bebert,

May I ask for the case number? I will check what happened.

Regards,

[guigui_bebert]

JennC,

As stated in my post, ticket number is 26034663.

I'll be happy to have a feedback on this one.

Thanks

[JennC]

Hi guigui_bebert,

I checked your profile and saw that you are emailing a L2 support person, it was escalated to L3 but L3 was not able to do anything because there was no remote access to the NAS. Not sure what else the L2 did but normally, L3 people are the ones who will remotely see and fix via Telnet or diagnostic mode of the NAS.

You might want to get back to the L2 person who told you this and if you are getting the same problem provide the remote access to L3, ask L2 person if it is still possible for the re-escalation.

Regards,

[guigui_bebert]

Yep i know that I am emailing an L2 technician.

NETGEAR Support	11/18/2015 3:23 PM
Notes added by 66049 Bonjour, Je viens d'avoir un retour de notre service de niveau supérieur. Ils ont effectué des opérations quant à la consolidation du firmware donc ceci ne devrait normalement plus etre un souci dans le futur.

Translation : --> I just got a feedback from our upper level. They have done some operations about the consolidation of the firmware so this should not be an issue in the future.

And then, later the same technician explained me that My Raid was faulty and that factory reset had not wiped my Raid out

For now it seems that my issue is resolved but I don't know if it is from Beta3 or an operation that they did.

[JennC]

Hello guigui_bebert,

You should be able to see what FW version you are currently running from the admin page. The latest is 6.4.1-RC1.

Maybe not really a factory reset but OS reset has been done. Not really that sure what happened there.

Regards,

[guigui_bebert]

Hello,

After more than a month without my NAS (NAS constantly locking up).

6.4.1 RC1 did the charm.

I inadvertantly rolled back to 6.4.0 and the issue came again so I did a factory reset in 6.4.1 RC1 and No more locks up.

I see when the system would hang up, it freeze for about 1 or 2 seconds but then it comes back alive.

I tried with transmission downloading + reloading my data via FTP + resynching data + reading video from smb share and it all worked without the NAS locking up.

[JennC]

Hi guigui_bebert,

I'm not sure what happened to the support person who handled your case, I did not see on the profile that it was properly escalated and handled by an L3 to take a look remotely and see what could be causing the lock ups.

The L2 support person should have escalated it and did not close the ticket.

Regards,

[guigui_bebert]

Hello @JennC,

End result is here, I have my NAS working again.

But I am very disapointed of the way Support handled the case.

The first support engineer that handled the case even responded "I am not aware of any freezes caused by 6.4.0" when the forum was already filling with them.

And I did have a full month of unavaliability.

[JennC]

Hello guigui_bebert,

I understand how you feel and I apologize to hear how it was handled.

New firmware will be released soon, in case you get trouble you can refer to the case submission ticket when you contact support again.

Regards,