IOS app showing 'Disconnected' after update to IOS 9.3.2

[vtxrider]

Well, it seems I can no longer access my shares on my iPhone after updating to IOS 9.3.2, the app shows my NAS as 'Online', but the shares all show 'Disconnected'. If I am on WIFI it connects fine and shows 'Connected (LAN)' Cellular data is turned on for the app and the NAS is Online, just won't access the shares while on cellular. I assume this is a new glitch and we have to wait for an app update? Sucks that I need to be on WIFI to access my shares from my phone. Desktop app works just fine. Anyone found a work around for this??

[vtxrider · Accepted solution]

I was finaly able to get this fixed by going to the 'Cloud' tab on the NAS and clicking the 'Leave' button to deregister my account, signing out of both the desktop and IOS app's, then going to http://readycloud.netgear.com/client/index.html#page=discoverdevices to register a new account with another email address, even used the same password. Then back to the NAS to turn on and sign in to the cloud, and finally sign in with the new account on the IOS app. This worked and I can now access all of my shares on IOS from other networks. Be sure to turn off wifi on you phone while doing this so it is forced to log in via the cell network and not local. I assume the old account is deleted when I deregistered it, if not it is now dorment.

[JennC]

Hello vtxrider,

What is the model number of your NAS and its FW version? Have you tried logging in and out from ReadyCloud app on your iPhone? How about uninstalling and reinstalling?

Regards,

[vtxrider]

I have a RN204 with the latest firmware, and yes I have tried both of your suggestions without success. I can sign in not a problem and the app finds the NAS and shows 'Online', just when I go to list the shares it tries then says 'disconnected'. If I turn on wifi it connects and shows shares on the local LAN. The desktop app workes as expected. This started after the latest IOS update.

[JennC]

Hello vtxrider,

You said latest FW version so I assume that is 6.5.1, were you using 6.5.0 before the update of FW or a lower version? Have you noticed if you get the same problem on 6.5.0?

Regards,

[JennC]

Hello vtxrider,

We’d greatly appreciate hearing your feedback letting us know if the information we provided has helped resolve your issue or if you need further assistance. 
If your issue is now resolved we encourage you to mark the appropriate reply as the “Accept as Solution” so others can be confident in benefiting from the solution. 
 
The Netgear community looks forward to hearing from you and being a helpful resource in the future!
 
Regards,

[vtxrider]

I have tried everything I can think of, deleting the app and re-installing, down grading to an eailer version, logging out and back in both on the desktop and mobil app, nothing works, I can ONLY connect to my shares on the mobile app via LAN on wifi. The Cell connection shows 'Online' and not 'connected', and the shares show 'disconnected'. The desktop app as well as the browser work fine, it's only the mobile app on cellular that is not working.

[BrianL2]

Hi vtxrider,

By any chance, was the SSO (ReadyCLOUD) login that you're using also being used an e-mail address by a local ReadyNAS user? Also, does the Cloud tab shows Internet & Services online?

Kind regards,

BrianL
NETGEAR Community Team

[vtxrider]

Internet Services show available, and yes, the login email for the IOS app and the desktop app are the same,(the app requires the mynetgear email address) but the local access (via browser) is not. I tried logging out on the desktop app thinking it might be in conflict with the IOS app but it didn't make any difference.

[BrianL2]

Hi vtxrider,

Thanks for the information that you have provided. With regard to the question about your ReadyCLOUD e-mail address, is it being used by one of your registered local ReadyNAS user? It should be under Accounts->User. Another thing you can check is the IPv6 on the active NIC of your system, make sure its disabled. Also, do you have files saved on the private home shares of your ReadyCLOUD? 

Kind regards,

BrianL
NETGEAR Community Team

[vtxrider]

Well, that didn't work, after disabling ipv6 the ios app will not connect at all, not even the priviously working LAN connection, just shows 'offline', and the desktop app is off line as well. No files in my home folder, no local users except 'Admin'. Under Shares/Home folder there is a folder with my readycloud email address, is that supposed to be there?

[BrianL2]

Hi vtxrider,

Yeah that should be there because that is the lone (SSO) ReadyCLOUD user logged in to ReadyCLOUD. Have you rebooted your system after making the changes? Also, disable encryption under Cloud->Settings in the admin page.

Kind regards,

BrianL
NETGEAR Community Team

[StephenB]

---

@vtxrider wrote:

 Under Shares/Home folder there is a folder with my readycloud email address, is that supposed to be there?

---

Yes, that is the home folder for the readycloud user.

[vtxrider]

So far all great suggestions, some I had tried and some new, no luck though as I still can't connect via cell service, and via wifi only in my local LAN coverage. I needed this service on the road and my one month trip started yesterday, so I won't be able to work on it until return. Bummer!

[BrianL2]

Hi vtxrider,

Sorry for the inconvenience. While you're away, could you try it on another network? Don't use your mobile or cellular data network for the said test.

Kind regards,

BrianL
NETGEAR Community Team

[vtxrider]

Not a problem.

[BrianL2]

Hi vtxrider,

Were you able to try it? Are you getting the same error message or behavior?

Looking forward to your response.

Kind regards,

BrianL
NETGEAR Community Team

[vtxrider]

I get the same on two different wifi systems, NAS shows online but shares show disconnected. I can log in to RC on the hotel browser, but not my phone on any network except my hom LAN.

[BrianL2]

Hi vtxrider,

This is weird. I couldn't think of any more suggestions that can help us fix your problem. I suggest that you take advantage of your free phone and chat support from NETGEAR to raise this issue and hopefully it'll get fixed soon.

Kind regards,

BrianL
NETGEAR Community Team

[wietscho]

Hello together,

I am facing exactly the same issue as vtxrider. App access to the NAS only via home WLAN network. If you are connected in a "foreign" WLAN the NAS showed "online" but accessing the folders below failed as well as uploading fotos etc.

I am very interested in a workaround that could help.

Kind regards

wietscho

[vtxrider · Accepted solution]

I was finaly able to get this fixed by going to the 'Cloud' tab on the NAS and clicking the 'Leave' button to deregister my account, signing out of both the desktop and IOS app's, then going to http://readycloud.netgear.com/client/index.html#page=discoverdevices to register a new account with another email address, even used the same password. Then back to the NAS to turn on and sign in to the cloud, and finally sign in with the new account on the IOS app. This worked and I can now access all of my shares on IOS from other networks. Be sure to turn off wifi on you phone while doing this so it is forced to log in via the cell network and not local. I assume the old account is deleted when I deregistered it, if not it is now dorment.

[BrianL2]

Hi vtxrider,

I'm glad that your issue has been resolved. I didn't thought that this procedure will fix your problem since the issue that you've posted was about the ReadyCLOUD iOS app. When you left the Cloud completely, have you first tried logging in your old admin ReadyCLOUD account to see if it works?

Kind regards,

BrianL
NETGEAR Community Team

[vtxrider]

The issue was the IOS app, couldn't access shares via any network except local although the app said I was connected. By deregistering my email account, signing out of all access, then creating an entirelly new account with another email I was able to access shares via cell network. I tried logging out and back in several times, also deleting the app and re-installing. When you 'Leave' the cloud via the NAS it informes you that ALL of your information will be deleted. As I have several email addresses I just used another one to create a new account, and it is now working fine.