ReadyCloud service went offline and Delete all user accounts and files

[SLE1R]

We experienced the same problem and have lost all of our accounts data. As yest no contact from Netgear despite this problem occurring on Thursday 30th (it is now Monday 3rd, 4 days since the problem occurred).

Can anyone from Net gear confirm if an email has been sent or if there is some way of confirming they know that specific individuals (like me) have a problem?

Thanks

[britrb]

^^^^any ideas?^^^^

[douglas_cheung]

Hi,

Please send an email to

readycloudsupport@netgear.com from a valid MyNETGEAR email account

to register for your case.  Please be descriptive of the situation, as much as possible.

Thank you very much,

Doug

[JennC]

Hi all,

To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

Regards,

[douglas_cheung]

Hi,

Have you sent an email to the following email address?

readycloudsupport@netgear.com (please note your email must be sent from a valid MyNETGEAR email account)

Please register your case and be descriptive of your situation.  We current see two general category of issues.

During the ReadyCLOUD server outage on 3/30/2017, if the ReadyNAS device rebooted for any reason, the /home share may be removed due to ReadyCLOUD authentication failure.  And the second scenario is that ReadyCLOUD user accounts are removed in some cases.

Please register your case.  NETGEAR will assist you to find your data to its best ability.

Best regards,

Doug

[sanlange]

Luckily I am not using the home folders for my cloud users. But what to do with those deleted cloud users. Will they get restored? Do I need to do something? What about all the data on my NAS linked to the cloud users. Can I add cloud users via ssh?

[BriBrom]

I already had a Case No. assigned yesterday. Do I still have to send an email?

[douglas_cheung]

No, you don't need to send another email.

You might have discussed this in the previous posts... are you experiencing data loss at /home or did you lose your ReadyCLOUD user accounts?

Thanks,

Doug

[BriBrom]

I have no idea -- the drive appears as "OFFLINE" and the username I'm now logged in under is "PRJNAME" -- that's the name that appears on the ReadyCloud Windows app. When I log in from a browser, the drive shows as being "OFFLINE" as well.

[JennC]

Hi all,

To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

Regards,

[uglyduckling]

We have had this netgear server for a year now and haven't had any major problems.

Since Friday though when we log in to the readycloud.netgear.com server, it says that our server is "offline" and to check internet connectivity.

We've restarted the internet and unplugged the server and plugged it back in and still get the same result. 

Blue lights are blinking. 

The server is located in a different office so I'm unable to check the model number right now.

[cbrinkley71]

Same problem here, lost all acces to my ReadyNAS through Readycloud (AGAIN!). Don't hold your breath for a solution from Netgear, it took 6 months to get a firmware update that fixed the last access issue. This is the worst data storage product I have ever used.

[JennC]

Hi all,

To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

Regards,

[RedPiper]

So Netgear is contacting users affected by the outage on 3/30?  I have not received any outreach from them; have wasted hours trying to get connectivity for my users outside the office.

[JennC]

Hi all,

To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

Regards,

[KenBennett]

Are they willing to discuss our monetary losses fixing these glitches for our customers?

[douglas_cheung]

Hello all,

If you have critical data under /home, our recommndation is that you keep the ReadyNAS device "Volume Read Only" until NETGEAR technical support has a chance to help you recover the data.  Continuing use of ReadyNAS at this point will make recovery more difficult and less probable.

If you do not have critical data under /home and would like to put ReadyNAS in commission now, then you can re-invite users to join ReadyCLOUD.  Again, please consider the criticality of the data under /home.

All other folders, shares should not be affected.

//readycloud.netgear.com has been back on line since 12:00PM, 3/30/2017, US Pacific Time.

Regards,

Doug

[JennC]

Hello all,

Please see douglas_cheung's response at:

https://community.netgear.com/t5/ReadyCLOUD/Cant-access-my-http-readycloud-netgear-com-site/m-p/1259...

Regards,

[JennC]

Hello all,

Please see douglas_cheung's response at:

https://community.netgear.com/t5/ReadyCLOUD/Cant-access-my-http-readycloud-netgear-com-site/m-p/1259...

Regards,

[JennC]

Hi all,

To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

Please also see douglas_cheung's response at:

https://community.netgear.com/t5/ReadyCLOUD/Cant-access-my-http-readycloud-netgear-com-site/m-p/1259...

Regards,

[JennC]

Hi all,

To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

Please also see douglas_cheung's response at:

https://community.netgear.com/t5/ReadyCLOUD/Cant-access-my-http-readycloud-netgear-com-site/m-p/1259...

Regards,

[coloatty]

NETGEAR is replying with the following response to similar posts:

"Hi all,

"To those who got affected by ReadyCloud outage on March 30 where it automatically turned off and the ReadyCloud users have been deleted, Netgear team identified the users that were affected by the ReadyCLOUD outage from March 30th 8AM-12PM Pacific. These users experienced reset Home Folders for ReadyCLOUD user accounts. ReadyCloud owner accounts will be reached out via e-mail for follow up to offer assistance.

"Please also see douglas_cheung's response at:

https://community.netgear.com/t5/ReadyCLOUD/Cant-access-my-http-readycloud-netgear-com-site/m-p/1259...

Regards,

[uglyduckling]

Hi Coloatty,

Thank you for your response.

I am listed as admin on the account and neither myself nor my colleagues received any email or contact from Netgear?

Sophia

[Daragh]

This is a cluster ...... at best, Netgear shoudl be throughly ashamed of itself for its failure to contact people and keep them up to date, now you have to register???? what happened to you know affected users? This is completely unprofessional. Throughly sickened by Netgear to allow this in the first instance but more so it failure to support its customers.

[uglyduckling]

Hi Doug,

What does this mean?

We get the usual page for readycloud, log in and then find that our server is "offline" and are told to check internet connectivity, even though it is online and blue lights are blinking...