Powershift customer needs L3 support to fix reboot loop

I suppose this unit is running old firmware? There was a reboot loop issue quite a while back now on old firmware

mdgm wrote:
I suppose this unit is running old firmware? There was a reboot loop issue quite a while back now on old firmware

Obviously it is, doesn't change the fact that as a partner I should have access to better support.

Thank you to mdgm for solving this for me!

Did support ever get back to you? Shouldn't take a community member to fix it.

has there been a case opened with support? if yes, can you give me the casenumber?

Mr Frappier,
From your posts, we don't know the NAS model #, or the initial Firmware rev.

When NAS is put in Tech Support mode, it should pick up an IP address if DHCP is available
on your network. Otherwise it goes to a default value.

Final point, you are posting on 28th December , at a weekend, during a holiday period,
when a large proportion of support staff are on holidays.

Regards Marto

You can determine from the post that the firmware version is probably quite old. It was running 4.2.15. It had the spool script left behind that causes an endless reboot loop. This issue has been addressed in newer firmware but a number of users still use old firmware such as this one. Due to the MBR to GPT conversion when updating to newer firmware I advised that it was especially important to have an up to date backup before the firmware update. The update should work fine with no issues but it would be best to have an up to date backup just in case.

Have you guys (NTGR employees) tried looking up his email address in CTS? That's what I used to do on here when I was a moderator, and had L3 access to CTS.

This is a moot point now, mdgm already resolved his issue last week, as noted in posts up above on the 31st.

And on the 'holiday weekend' notes, there was at least one L3 on call during this time, I know, I used to be that person years ago. Lets just show that the case fell through the cracks in Support, and a community member resolved it. I would however suggest you have a support manager review this persons case notes to see where the issue died, especially with this being a PowerShift member of all things.

chirpa wrote:
Have you guys (NTGR employees) tried looking up his email address in CTS? That's what I used to do on here when I was a moderator, and had L3 access to CTS.

i did, his email is not registered in cts, neither is his name. thats why im asking for a casenumber to see what went wrong.