ReadyCLOUD not connecting

[LeapingLemming]

I have read thread after thread for the past two days trying to work why I cannot connect to Readycloud anymore. Nothing suggested works.

Some info:

1  ReadyNAS 104 with 4 drives on 6.7.4

2  Readycloud for windows is v1.5

3  Not sure when my issue started but the last file was synced to my NAS on 30 May 17 (working fine for a year before that.

Symptoms

1  In readycloud.netgear.com

  a  I can see the device and discover it.

  b  … but I cannot “manage” it, I don’t see any shares.

2  In the ReadyNAS admin page

  a In admin > cloud, both Internet Available and Services Available are green ticks

  b … but when I try to turn ReadyCloud on, it errors with “something has prevented the readynas from connecting to the readycloud server".

3  The windows readycloud app continually claims the NAS is offline

4  RAIDar sees the NAS and eports all is healthy and allows me to browse the files.

5 I have factory-reset the OS, tried the beta of 6.7.5, reinstalled the app, and changed setting based on other threads in the forum.

I have downloaded logs using RAIDar but I’m not sure what log to look at.  Any ideas would be gratefully received,

Thanks

[LeapingLemming · Accepted solution]

Finally fixed.  I think it was related to a deleted user message months ago.  Regardless it took Netgear L3 support to fix, something about removing old settings.   Thanks for your help anyway

[LeapingLemming]

Downgraded to 6.7.2.  No change.

[JennC]

Hello LeapingLemming,

Can you please check on the admin page's Accounts> Cloud Users if your ReadyCloud account is listed under Name and Email?

Regards,

[LeapingLemming]

There are no users listed under cloud users.

[JennC]

Hello LeapingLemming,

If you have your ReadyCloud login set as "signed in as" under Cloud > ReadyCloud then that login should be listed under Accounts > Cloud users. Can you check please what you have under Cloud > ReadyCloud?

Regards,

[LeapingLemming]

Readycloud is "off" for some reason and I can't turn it on.

I try to "join" using my email address and  it errors with "Something is preventing ReadyNAS from connecting to the ReadyCloud server.  Please reboot your NAS and try again".  I have rebooted many times.

Green ticks against Internet Available and Services Available

The settings button does not show.

[LeapingLemming]

I do have a deleted user message on 30-March-17. Could this have caused downstream issues? 

[StephenB]

---

@LeapingLemming wrote:

I do have a deleted user message on 30-March-17.  

---

Have you seen this?

https://community.netgear.com/t5/ReadyCLOUD/Having-ReadyCLOUD-problems-since-3-30-17/td-p/1259697

[LeapingLemming]

Yes and I sent the email as stated, just in case.  But that was 2 months before my problems arose.  I was going fine up to 30-May.

[StephenB]

---

@LeapingLemming wrote:

Yes and I sent the email as stated, just in case.  But that was 2 months before my problems arose.  I was going fine up to 30-May.

---

Ok.  The bulletin of course explains the 30-March log entry you noted above.

[JennC]

Hello LeapingLemming,

Did you have ReadyCloud users before on the NAS that they already have home shares? If so, backup the files stored to their home shares.

Then check under System > Settings if UPnP is enabled. It should.

Regards,

[LeapingLemming]

VPnP is enabled

All the shares I set up ar at the "base" directory (the same level as "home").  There is no data in the "home" directory nor in any folder that was created for the users. I assume this is OK?

To make sure this is how the directory tree looks:

NAS

    - Folder 1

    - Folder 2

    - Home

         - User 1

         - User 2

    - Folder 3

All data is in the folders 1,2,3 and no data in the user 1 or 2.

Ao all good?

[WilliamJ]

I have a exact same issue which I have been annoyed for quite a while. 

[JennC]

Hello LeapingLemming,

Can you please post the error message when enabling ReadyCloud and upload system logs to wikisend.com then PM me the download link.

Regards,

[WilliamJ]

This has happend to me since the firmware was upgraded to 6.7.4

[LeapingLemming]

Done

[JennC]

Hello LeapingLemming,

Sorry but where is it?

Regards,

[LeapingLemming]

Send again. Sorry, a typo in your name.the first time.

[JennC]

Hello LeapingLemming,

Under Cloud, you should see Internet and Services with green check marks, can you please check? Are you still not using the latest firmware? Please upgrade the FW.

Regards,

[LeapingLemming · Accepted solution]

Finally fixed.  I think it was related to a deleted user message months ago.  Regardless it took Netgear L3 support to fix, something about removing old settings.   Thanks for your help anyway

[WilliamJ]

Hello LeapingLemming

can you please to share the detail how to fix it.

Thanks in advance!

[LeapingLemming]

Level 3 support fixed it remotely.  I found an message in my log saying my user has been deleted in March.  I also found this link

https://community.netgear.com/t5/ReadyCLOUD/Having-ReadyCLOUD-problems-since-3-30-17/td-p/1259697

It contains a link to raise a support ticket.

So even though my problems started 2 months later, I raised a ticket.  Eventually L2 support remotely connected, could not fix so escalated to L3 and now fixed.  Don't know what they did, something about "removing old settings".

I'm not sure this helps, hope it does.

[WilliamJ]

Thanks a lot!

emailed the support asking for the help.

[WilliamJ]

It has been frustrated, I have not had the sopport fix it yet.