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Re: My volume is gone.

Exkal
Aspirant

My volume is gone.

Hello there,

 

I have an issue with my ReadyNAS104 Netgear.

 

First I noticed that I couldn't access my data so I went to the admin page through Google Chrome.

 

As soon as I open the tab I get a message saying this: "No volume exists. NETGEAR recommends that you create a volume before configuring others. Navigate to the System > Volumes page to create a volume". Of course I had my volume set long time ago since this is my data backup NAS.

 

I navigate to System > Volume as the message ask me to do and I get a message there that says "Remove inactive volumes to use the disk. Disk #1,2,3,4."

 

My volume data usage exceeded 80% of size, my NAS was alerting me that through email in case that is helpful to solve my issue.

 

Please, can someone help me? There's tones of information in that device I need to keep safe.

 

Thanks in advance.

 

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Message 1 of 16
StephenB
Guru

Re: My volume is gone.

I suggest paid support (my.netgear.com).  You should ask about per-incident support.

Message 2 of 16
TeknoJnky
Hero

Re: My volume is gone.

whatever you do, do not 'remove inactive volumes'

 

hopefully you have a good recent backup.

 

unfortunately, neither NAS or RAID is a backup by itself.

 

backup = multiple copies of your data on multiple devices and ideally in multiple places

 

Message 3 of 16
jak0lantash
Mentor

Re: My volume is gone.

Maybe you want to upvote this "idea": https://community.netgear.com/t5/Idea-Exchange-for-ReadyNAS/Change-the-incredibly-confusing-error-me...

 

Download the logs from the GUI, search for md127 in dmesg.log and paste an extract here.

Message 4 of 16
Exkal
Aspirant

Re: My volume is gone.

Information about "md127" in "dmesg.log" file:

 

 

[Wed Jul 12 15:45:31 2017] md: md127 stopped.
[Wed Jul 12 15:45:31 2017] md: bind<sdb3>
[Wed Jul 12 15:45:31 2017] md: bind<sdc3>
[Wed Jul 12 15:45:31 2017] md: bind<sdd3>
[Wed Jul 12 15:45:31 2017] md: bind<sda3>
[Wed Jul 12 15:45:31 2017] md/raid:md127: device sda3 operational as raid disk 0
[Wed Jul 12 15:45:31 2017] md/raid:md127: device sdd3 operational as raid disk 3
[Wed Jul 12 15:45:31 2017] md/raid:md127: device sdc3 operational as raid disk 2
[Wed Jul 12 15:45:31 2017] md/raid:md127: device sdb3 operational as raid disk 1
[Wed Jul 12 15:45:31 2017] md/raid:md127: allocated 0kB
[Wed Jul 12 15:45:31 2017] md/raid:md127: raid level 5 active with 4 out of 4 devices, algorithm 2
[Wed Jul 12 15:45:31 2017] RAID conf printout:
[Wed Jul 12 15:45:31 2017] --- level:5 rd:4 wd:4
[Wed Jul 12 15:45:31 2017] disk 0, o:1, dev:sda3
[Wed Jul 12 15:45:31 2017] disk 1, o:1, dev:sdb3
[Wed Jul 12 15:45:31 2017] disk 2, o:1, dev:sdc3
[Wed Jul 12 15:45:31 2017] disk 3, o:1, dev:sdd3
[Wed Jul 12 15:45:31 2017] md127: detected capacity change from 0 to 11987456360448
[Wed Jul 12 15:45:32 2017] BTRFS: device label 2fe55b28:data devid 1 transid 207627 /dev/md127
[Wed Jul 12 15:45:32 2017] Adding 1047420k swap on /dev/md1. Priority:-1 extents:1 across:1047420k
[Wed Jul 12 15:45:32 2017] BTRFS info (device md127): setting nodatasum
[Wed Jul 12 15:45:33 2017] BTRFS (device md127): bad tree block start 7712697015821932053 19052141346816
[Wed Jul 12 15:45:33 2017] BTRFS (device md127): bad tree block start 7712697015821932053 19052141346816
[Wed Jul 12 15:45:33 2017] BTRFS: failed to read tree root on md127
[Wed Jul 12 15:45:33 2017] BTRFS: open_ctree failed
[Wed Jul 12 15:45:37 2017] IPv6: ADDRCONF(NETDEV_UP): eth0: link is not ready
[Wed Jul 12 15:45:37 2017] IPv6: ADDRCONF(NETDEV_UP): eth1: link is not ready
[Wed Jul 12 15:45:41 2017] mvneta d0074000.ethernet eth1: Link is Up - 100Mbps/Full - flow control off
[Wed Jul 12 15:45:41 2017] IPv6: ADDRCONF(NETDEV_CHANGE): eth1: link becomes ready
[Wed Jul 12 15:45:41 2017] mvneta d0070000.ethernet eth0: Link is Up - 1Gbps/Full - flow control off
[Wed Jul 12 15:45:41 2017] IPv6: ADDRCONF(NETDEV_CHANGE): eth0: link becomes ready
[Wed Jul 12 16:00:44 2017] BTRFS info (device md127): setting nodatasum
[Wed Jul 12 16:00:44 2017] BTRFS (device md127): bad tree block start 7712697015821932053 19052141346816
[Wed Jul 12 16:00:44 2017] BTRFS (device md127): bad tree block start 7712697015821932053 19052141346816
[Wed Jul 12 16:00:44 2017] BTRFS: failed to read tree root on md127
[Wed Jul 12 16:00:44 2017] BTRFS: open_ctree failed

Message 5 of 16
jak0lantash
Mentor

Re: My volume is gone.

The issue is BTRFS corruption on your data volume. This is a data recovery situation. I advise you to contact NETGEAR Support.

Message 6 of 16
TeknoJnky
Hero

Re: My volume is gone.

do you know what can cause these types of issues, and how to avoid them?

Message 7 of 16
jak0lantash
Mentor

Re: My volume is gone.


@TeknoJnky wrote:

do you know what can cause these types of issues, and how to avoid them?


This is very difficult to anwser. I wish I was an expert in BTRFS, but even though I know my share, I'm far from it.

As far as I know, obvious sources can be: erroring drives, overload on the system / volume gets too slow (usually due to heavy fragmentation and/or huge metadata), completely full filesystem, loss of power. But even with none of these factors, BTRFS corruption can occur, and I don't know the reasons.

It does look like to me that BTRFS is more prone to corruption than EXT because I've seen quite a few corrupted BTRFS volumes. But I've also worked hugely more on BTRFS than EXT, so I don't think I can actually compare.

Message 8 of 16
Alex_CCIM
Apprentice

Re: My volume is gone.

I have a RN204 and RN214.   I had this problem happen to both RAID 5 units.  I believe this happened from my 6.7.5 upgrade.  I do have a support contract and I am awaiting Level 3 response.

Message 9 of 16
jak0lantash
Mentor

Re: My volume is gone.

Ok. Let us know.
The configuration of the shares/volumes can be a factor. So if you have the same config on both NAS, then it could be a reason.
Message 10 of 16
Exkal
Aspirant

Re: My volume is gone.

After two days trying (and failing) to contact Netgears support we decided to destroy the volume and create it again from scratch.

 

We need to start making backups right now and it is impossible to contact them despite the fact that we are willing to pay the support fee.

 

Is there any way we can find out what was causing the problem with our volume? I'm afraid it can happen again.

Message 11 of 16
StephenB
Guru

Re: My volume is gone.

Did you download the logs before you destroyed the volume?

Message 12 of 16
Alex_CCIM
Apprentice

Re: My volume is gone.

I have a level 3 priority support contact and it has been completely worthless.  It took 2 days for level 3 to ever look at my unit.  They did it in the middle of the night (1am) so I wasnt even around.  Apparently my network rebooted so they stopped whatever they are doing.  In their parting ticket note, they said that it looks like a corrupted file structure and hopefully I have backups.   It is a horriible solution since two separate NAS units went down with the same problem.  The idea that both of them happen to have the same problem at the same time is unlikely.  The real problem is that both were upgraded to 6.7.5 last week.   It has been 14 hours since the level 3 person got disconnected and I havent heard from them yet.  I have posted 4 additional ticket requests and still - crickets.  I am leaving town for a week on Sunday and I have two offline NAS units.  Included in this is our company surveillance system.  I cant believe that i actually paid for this support.  It is the most frustrating experience that has not contributed to solving the problem at all.  The last time that I used it for a down NAS unit, they also suggested that I start over.  They charged me for the data recovery and I waste a month rebuilding everything.  It is a lazy solution to a problem.  Why should I pay for level 3 support if they are just going to charge me for data recovery?  I have a large number of netgear items and i am starting to regret my loyalty.  This paid level 3 support is worthless and I shouldnt have to deal with crashing NAS units every few months.

Message 13 of 16
Alex_CCIM
Apprentice

Re: My volume is gone.

It's been a week later and still no progress.  Complaining doesnt improve the level of support.

Message 14 of 16
JennC
NETGEAR Employee Retired

Re: My volume is gone.

Hello Alex_CCIM,

 

I checked your existing open case and it appears it has been escalated to customer care team. They will contact you the soonest.

 

Regards,

Message 15 of 16
Alex_CCIM
Apprentice

Re: My volume is gone.

Hi JennC,

 

I appreciate you looking into it.  Right now, they are checking to see if they need to charge me another $200 for data recovery.  My contention is that this exact same unit crashed 4 months ago, they charged me $200 then.  Maybe they should figure out *why* this is happening instead of just telling me that files are corrupted and wanting to charge me $200 again.   The theory is that it is the Netgear Surveillance app that is filling up my storage.  The app isnt recycling at 20% as it is set to do.  This is what Level 3 thought was the problem before.  My issue is why am I paying for Level 3 support to just tell me how Netgear Surveillance is causing my NAS unit to have corrupt files and then I have to pay for the data recovery.  Netgear should be taking some responsibility for this.  I have been given zero remedies to keep my NAS unit from getting corrupt files.  I am only getting downtime and data recovery bills.  One of the main reasons that I purchased this NAS unit was for this surveillance capability and apparently it is causing data corruption.  I repeat, this is the 2nd time in 4 months.   At this point, my unit have been down for 2 weeks.   Yes, this is a business environment.  I am one unhappy customer.   It is very scary to think this is what happens when I have a 5 year level 3 support contract.  I feel sorry for those users without one.

 

-Alex

Message 16 of 16
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