ReadyCloud Destop App - Device is offline after today's update

[ChristianST]

Hi, 

Today (2016-10-19) the App told me to update. After updating the App it is still connectet to my NAS at home (NAS ID is shown), but tells me the NAS is offline. 

When remote connecting to my home PC I can confirm the NAS ist on, running and shown in the local network. But even the local installed Desktop App tells me, the NAS is on, but offline!??

NAS is allready rebbotet; App was turned off and on. No change. 

Did I ever mentioned Netgears Updates are made for nightmare's? 😕

Thanks 

Christian 

[Leia · Accepted solution]

Hi tkernaghan,

Sorry for the inconvenience.

But it's no need to re-establish additional folders to sync on your box and PC. Please just follow below steps:

1. Uninstall the incorrect version of ReadyCloud desktop app;

2. Download the correct version on readycloud.netgear.com;

3. Install the correct version;

4. Remove this file in your computer:
On MAC: Remove file / Users/[logged in user]/Library/Application Support/ReadyCLOUD/ReadyCLOUD.pkg.version
On windows: Remove this file C:\Users\[logged in]\AppData\Local\Temp\ReadyCloudSetup.exe

All folders you have synced previously would be still there after you installing the correct version. No need to setup the sync again.

Thanks

[YeZ]

Sorry for the inconvenience. We have checked it on our side, our devices were shown online fine after the server deployment, so we think this should not be a common issue. 

Can you contact us at readycloud@netgear.com so we can help you with this issue? Please mention that this is regarding the device offline issue posted on the Community. 

Thank you in advance. 

[Fransv45]

I have experienced the same problem with 3 units type RN312

[YeZ]

Can you post the serials of the offline units that you expect to be online? You can also send them to readycloud@netgear.com.

Thank you.

[Fransv45]

From one unit locally placed I can give you the details:

OS = 6.6.0

Windows ReadyCloud client: version 1.13 (released on oct19) and  running under Win10Pro NL 64bit shows the problem

RN312 serial number: 3C23350J019D7

DNS 8.8.8.8 added and had no result too

The other two will follow later....

[PrestonMay]

Same problem here on my RN312 & my work 3138

[GaryLLL]

I got the similar issue after upgrade ReadyCloud on my PC, it shows no device registered. Later on after I uninstall the new version and reinstall the old version, it now shows as offline.

Following some previous advice, I access the web portal under Cloud tab. Try to click leave, then restart and then turn on again. It doesn't work. On the top, it shows Internet Available but Service is not. Move the mouse over the help sign, it shows "Cannot attach the device. Try again later"

[Alby1966]

The same problem!!!

Every time that upgrade the firmware or other software there are problem!!!!

I am very sad.

[PrestonMay]

Well I remotely logged into my work PC where I have not updated the readycloud app.   I connect fine with it, however the updated app does not.   So it stands to reason that its the upgraded app that has the problem

[Alby1966]

I have installed the previus version and is ok.

But NetGear Testing the new release?

😞

[YeZ]

I found the version right now on readycloud.netgear.com is the same version I installed last month I downloaded from the server, it is the same 1.13 version, its MD5 checksum should be: 

08E35F305F2672C3898FD2291A24EEDA  ReadyCloudSetup.exe

Can you please confirm? 

Thank you.

[IT-SW]

The Readycloud app prior to the update works fine but after updating does not.  Tested on two different machines.  The old app works the new does not.

So out with the new and in with the old? Please resolve this issue as our system is being used in an enterprise situation.

[IT-SW]

This also says V1.13 but noticethe thumb tack on the top right corner.  This was not there prior to the update.  However the version number is the same.   

[IT-SW]

looks like the dev team is pushing out update notices pre maturely.  When I click on the word readycloud on top of the app it take me to this page with the following error.

The readycloud-api-dev.netgear.com page isn’t working

Can you say oops?

[IT-SW]

Yes if you download from the site you get the working version that was the same a month ago.  But if through the app you accept the upgrade notice, then poof..  You break it lol

[GaryLLL]

Mine didn't work even with reinstalling the old version which has the same checksum as the one posted.

I guess you haven't tried to fix the issue from the web portal after you saw the issue with upgrade. I did and somehow my device got messed up from their server side but I don't know what's the issue as the changes I was doing are quite simple like DNS server, turn off readycloud by click leave button and join back, etc.

[IT-SW]

I did all the known trick prior to downgrading the app as you spoke of..  Did not break things on my end.  Was just the updated app that did not work.  After I re installed the old and again declined the upgrade it tried to get me to do it logged in fine.

NETGEAR PLEASE TAKE YOUR BETA OFF THE PRODUCTION SERVER!  We are being asked to upgrade to a non working version!

[YeZ]

Was puzzling what new version is it, the current Windows app on the server is v1.13, we didn't update it, it is the same as the one we released previously before the server release yesterday.  

Can you help check the version of the old app showing up in the app's Settings page?

Thank you.

[YeZ]

During the deployment last night, there was a short period of time the server had posted an internal build of the app, this could have caused the triggering of downloading this newer version that was not meant to release.

If you have seen a notice of updating last night, please remove that version, and install the version v1.13 hosted on http://readycloud.netgear.com

Sorry for the inconvenience.

[IT-SW]

YeZ, i did just that and it is again asking me to upgrade. Look at photo posted above with the thumb tack. Your servers are still pushing you to update so your end is still messed up. The updated app has the same vers as the regular app still on readycloud site for download. 2 versions with same V1.13 showing.

I just tried it again and right away it asks me to upgrade. I cancel the upgrade and all is fine. Other wise if I accept I get the version with the thumb tack as shown above.

So. Your still pushing out the update. Better check a setting on your servers or something. I am an IT tech and I can assure you your servers are still pushing out for u to update

[YeZ]

Thank you. We were able to see this issue on one of our PCs (the other ones just worked fine without prompting to update, strange), we are looking into this. 

[YeZ]

After you manually install the version from http://readycloud.netgear.com, some of you when running the app might get a prompt to update to a newer version, even though it's already v1.13. 

Please do not update, just ignore it. We are looking into why the server asks for updating the Windows app.

[Leia]

---

@YeZ wrote:

During the deployment last night, there was a short period of time the server had posted an internal build of the app, this could have caused the triggering of downloading this newer version that was not meant to release.

If you have seen a notice of updating last night, please remove that version, and install the version v1.13 hosted on http://readycloud.netgear.com

Sorry for the inconvenience.

---

If you've run into same issue, please remove the desktop app, then goto http://readycloud.netgear.com to download the desktop app again as below screenshot. And please ignore the prompt to update to a newer version. We are looking into why the server asks for updating the Windows app. 

[YeZ]

We have found the root cause. It was due to a miconfiguration on the server side during the deployment. We corrected it but the downloaded file during that period would continue to expose this issue. 

The solution is to remove this file on your computer.
On MAC: Remove file / Users/[logged in user]/Library/Application Support/ReadyCLOUD/ReadyCLOUD.pkg.version
On windows: Remove this file C:\Users\[logged in]\AppData\Local\Temp\ReadyCloudSetup.exe

After that, it won't prompt to update to a new version anymore.

If you happen to have the wrong version of Windows or Mac ReadyCLOUD app showing "Offline" device, please uninstall it, and go to http://readycloud.netgear.com to download the right version.

Thank you all and sorry for the inconvenience this might have brought to you.

[tkernaghan]

I too got a message from the PC client to update to version 1.13 and did and get the offline error (LIKE EVERYONE ELSE EVEN THOUGH IT WASN'T SUPPOSED TO BE A GLOBAL PROBLEM) even though I can access the NAS from a mapped network drive and also through web browser via mynetgear account.  Your recommended solution may work, but it will require me hours of work since I will have to re-establish additional folders to sync and delete others that already exist on the NAS so that I don't have multiple versions of the same data.

I FOR ONE AM SICK AND TIRED OF NETGEAR RELEASING UPGRADES THAT DO NOTTHING BUT CAUSE SYSTEM PROBLEMS.  I DO NOT HAVE TIME TO RUN MY BUSINESS AND TROUBLESHOOT YOUR PROGRAMMING.  GET YOUR ACT TOGETHER AND PLEASE FOR THE LOVE OF GOD PROVIDE US WITH SOFTWARE THAT WORKS WHEN YOU PUSH IT OUT TO US.  IS THAT TOO MUCH TO ASK??  IF IT IS, GIVE ME MY MONEY BACK AND PAY ME MY BILLING RATE OF $300+ PER HOUR FOR ALL THE TIME I SPEND MAKING THIS THING WORK AND I WILL BE MORE THAN HAPPY TO FIND ANOTHER SOLUTION.