Devices show "Offline" at https://replicate.readynas.com/client/index.html when just "Off".

[Weaverita]

Devices show "Offline" at https://replicate.readynas.com/client/index.html when the ReadyNAS device Replication function is just set to "Off".  It would be far more instructive to indicate that the device is infact "Online, but Device's Replication fuction is set to Off".  

An appropriate error message on the replication webpage would be significantly more instructive to it's resolution by the customer.

This scenario is easily reproducible.

[mdgm-ntgr]

If none of our Cloud services are running (i.e. no ReadyCLOUD or Replicate) we disable and stop the connection to our cloud.

Also Replicate uses different credentials to ReadyCLOUD so with Replicate disabled even devices connected to ReadyCLOUD would appear to Replicate to be offline.

[StephenB]

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@mdgm wrote:

If none of our Cloud services are running (i.e. no ReadyCLOUD or Replicate) we disable and stop the connection to our cloud.

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Which of course is exactly what should be done when someone opts not to use the service.

"Offline" seems accurate to me, though perhaps "disconnected" would communicate the status better to the OP???

[mdgm-ntgr]

I've passed on this request to the product management team. This is a minor issue so would be a low priority issue to address.

[Weaverita]

I agree it is a minor issue. Not a functional failure, but clearly a usability issue.  

The problem represent a "machine to human" communication challenge that lead me in the wrong direction when trying to debug the issue.  I kept thinking the replication service was not able to find the *device*, not just that the replication service had been accidentially turned off on the device.  I kept checking things like cabling, router settings, etc.  The error messages should say something like "Disabled, Turn on the Replication Service to use."

BTW, The same point of confusion exist in a the replication error log...

  [2016-09-20 00:15:02] [Info] ...
  [2016-09-20 00:15:12] [Info] ...

  [2016-09-20 00:15:35] [Error] Unable to connect to nas-xx-xx-xx_xxxxx
  [2016-09-20 00:15:35] [Error] Connect error code: -501
  [2016-09-20 00:15:35] [Error] Please check network connection between devices

Yes, it is not a functional issue, but a usability issue.

[StephenB]

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@Weaverita wrote:

I kept checking things like cabling, router settings, etc.  The error messages should say something like "Disabled, Turn on the Replication Service to use."

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All the remote system knows is that it can't connect, it has no idea why. It easily could have been cabling, router settings, etc.

So I don't think your rewording is the right answer (though it would helped you, it would mislead others with the same symptoms).

[Weaverita]

Stephan,

Thanks. I think we are getting to the key elements of the usability problem...  

I agree that a blanket wording change could be worse if there are multiple failure scenarios that could cause the problem.  

I think there is value to (1) the device interface under the web portal and (2) the replication job, to a little bit to do a bit of very easy diagnostics.  Right?  If it can establish that the *device* is active (via ReadyCLOUD maybe?), I think you can rule out cabling.  (There might still be a problem with router settings though I think this is a lower likelihood.  Isn't the leaf connection initiated from the device?)

My main point:

- Provide better diagnostics (or isolation) in the case of a failure or error event,

- Provide better communication of the possible failure scenarios (and repair actions).  If there is not enough screen space for the message provide a url link to a user's guide / help manual that describes error / failure event.  Telling a user something like error code -501 is not very helpful.  (BTW: Are these error codes currently documented somewhere?)

- Provide consistent error messaging to those services experiencing the error or failure event. (in this case the device interface under replication and the replication job).

- Consider other failure scenarios that could benefit from a little bit of diagnostics and communication.  I am sure that the help desk people could give you a list of the top 10, top 100, or top 500 that generate service calls.

This should make your device owner/operators happier and have fewer calls to your overworked and under-loved help desk.  🙂 

[StephenB]

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@Weaverita wrote:

This should make your device owner/operators happier and have fewer calls to your overworked and under-loved help desk.  🙂 

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Note I don't work for Netgear.

I agree that if the system (Remote NAS + cloud) could distinguish connection-failed from connection-refused then a much more helpful message could be provided.  A web interface that let you manage both NAS as one combined system might also be a nice approach for this.

Putting some of these ideas on the idea exchange is a good next step.  Netgear does review those ideas regularly, and several have been implemented.

[Weaverita]

@mdgm-ntgr Any idea if this minor usability enhancement is on the product roadmap?  Thanks in advance.

[FramerV]

Hi Weaverita,

I had this inquired unfortunately this is not in the road map. This is a minor issue and if it does get included it will be having a low priority.

Regards,