× NETGEAR will be terminating ReadyCLOUD service by July 1st, 2023. For more details click here.
Orbi WiFi 7 RBE973
Reply

Re: RN104 UPS showing up in log file all the time

mdgm-ntgr
NETGEAR Employee Retired

Re: RN104 UPS showing up in log file all the time

Can you provide a fresh set of logs from 6.7.4 if you still see the issue?

Message 26 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

The problem persists. New logs attached.

www.loonage.com/users/bobby/System_log-BobbyNAS-20170613-145156.ZIP

 

When can I expect a response please?

 

Thank you.

Message 27 of 60
StephenB
Guru

Re: RN104 UPS showing up in log file all the time


@bobba84 wrote:

The problem persists. New logs attached.

 


Best to send them via email, per the kb article: https://kb.netgear.com/21543/How-do-I-send-all-logs-to-ReadyNAS-Community-moderators

 

There is some stuff in the logs which could identify you or your location.

Message 28 of 60
Sandshark
Sensei

Re: RN104 UPS showing up in log file all the time

FWIW, I've now been running an Eaton 5P 1500 on an RN516 for 5 days and see no such messages.  Now, there could be a problem with the ARM version of the OS and it could be that Eaton has a slightly different protocl for different 6P models, but this tends to point to a problem that is not the NAS firmware.

 

Still waiting for answers as to whether you have tried another USB cable and another USB port on the NAS.

 

Unfortunately, it appears you cannot delete a configuration for a directly connected UPS and then re-install it, which might be all it takes.  I'm opening a separate thread on that.

Message 29 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Thank you guys for repliying.  The logs have now been sent the correct way.

 

I fail to see where I was previously asked to try a different USB port and cable - however I have already tried this.

 

Bobby.

Message 30 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

FramerV, what is your reason for failing to reply for 4 months to the original issue? You told me that you would investigate and reply? Is the fact there is still no solution the reason for your silence?

 

Can I please get a time frame for someone looking at the new logs? Thank you.

 

Please forgive my indignant attitute but is it completely unacceptable to me that this forum is Netgear's excuse for customer support. In saying that, thanks very much to those who have actually replied to me.

 

Bobby.

Message 31 of 60
Sandshark
Sensei

Re: RN104 UPS showing up in log file all the time

Looks like that message (and maybe one of yours saying you already did) got lost in one of the forum resets a couple weeks ago.  I reposted a lot, but didn't notice this one was gone.

 

One thing I did not ask before:  Do you know if your UPS firmware is up to date?  The most recent update was in December..  You can check the version via the front panel.

Message 32 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Oh, that makes sense.

 

My UPS doesn't have a front panel, only a power button and some lights. It's the 5S 700. When I checked the Eaton site for firmware, it said "Sorry, no 5S - Firmware available."

Message 33 of 60
Sandshark
Sensei

Re: RN104 UPS showing up in log file all the time

For some reason, I was thinking you had a 5P.  I should have gone back to the beginning and checked.  I have found some interesting messages on the NUT forum with regard to the 5S line, and they sound a lot like your problem.

 

Here is how one concludes (after many failed suggestions on how to fix it):

 

  • These results are the same on two different hosts, two different 5S 1000LCD UPS's, each with their own OEM cable, which is a bit thicker and more substantial looking than the ones that came with the Eaton 5110 aka Powerware 1000i. So while both cables may be bad, it's starting to look like this model UPS may have a flawed USB design?!

 

While this is from a year ago, I can find nothing hinting that the problem was solved.

Message 34 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

FramerV, what is your reason for failing to reply for 5 months to the original issue? You told me that you would investigate and reply? Is the fact there is still no solution the reason for your silence?

 

Can I please get a time frame for someone looking at the new logs? Thank you.

 

Please forgive my indignant attitute but is it completely unacceptable to me that this forum is Netgear's excuse for customer support. In saying that, thanks very much to those who have actually replied to me.

 

Bobby.

Message 35 of 60
mdgm-ntgr
NETGEAR Employee Retired

Re: RN104 UPS showing up in log file all the time

FramerV is no longer on the community team and hasn't been for some time now.

 

In any case the community is not a support channel. Support does aim to meet response times for support cases, bu it's best effort.

 

We do look into issues that are raised on the community.

 

The expectation with the community is that users helping other users will resolve most issues.

Message 36 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Thanks for your observations. Hopefully, as the support people on the phone directed me here for 'support', the occasional look at fixing something wrong might cover my issue here after 8 months.

 

Latest firmware still has the issue. From what I have observed the issue happend when the drives spin up (when I try to access them) so seems to be prompted by something on the NAS, not the UPS.

 

Waiting...

 

Message 37 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Waiting...

 

Message 38 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Waiting...

Message 39 of 60
mdgm-ntgr
NETGEAR Employee Retired

Re: RN104 UPS showing up in log file all the time

Can you provide a fresh set of logs?

Message 40 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Thank you very much for your reply.

 

I have just sent fresh logs on latest firmware (6.8.0)

 

This problem is still happening. It is reliably reproduced by spinning up the disks! Ie, the problem is prompted by a change on the NAS, not the UPS.

 

As before, being able to untick the greyed out UPS box under monitoring would be a plus until this is sorted out!!!!!

 

Eagerly awaiting your reply.

 

Bobby.

 

Message 41 of 60
Skywalker
NETGEAR Expert

Re: RN104 UPS showing up in log file all the time

We've had a Eaton 5P 1500 connected to a RN104 with 4 disks for two weeks with disk spindown enabled, but we're still unable to reproduce the issue.  However, we do have a hunch of what may be happening.

 

We'll be posting a 6.8.1 Beta with a potential fix for this issue within the next 24 hours.

Message 42 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Hi,

 

Firstly thanks so much for replying!

 

But my UPS is a model 5S, not a 5P. I'm not sure if that makes any difference.

 

As this is a production NAS, I'm very reluctant to go to a Beta Firmware. When will the final version of 6.8.1 be pushed out?

 

Thanks again,

Bobby.

 

Message 43 of 60
Skywalker
NETGEAR Expert

Re: RN104 UPS showing up in log file all the time

I expect the final to be released before the end of September - probably closer to the middle of the month.  

Message 44 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Thanks!! I'll give it a go as soon as it's out.

 

Two things if I may ask -

What do you suspect the problem is?

Can you ask them to enable unticking the 'UPS' tick box under monitoring in case it still happens?

 

Cheers,

Bobby.

 

Message 45 of 60
Skywalker
NETGEAR Expert

Re: RN104 UPS showing up in log file all the time


@bobba84 wrote:

What do you suspect the problem is?

NUT (the UPS monitoring software) determines if UPS data is stale by comparing the current time to the timestamp of the last UPS update.  These updates should occur every few seconds.  Depending on a number of factors (which I really don't know), a running system process can be frozen while a disk spins up.  So if the disk takes a long time to spin up, and it happens to start spinning up at just the wrong time, then the time difference between the last UPS update and the current time could grow larger than what NUT determines is normal.  Then it will mark itself as having stale data, and send a communication error notification.  We should be able to fix this by just extending the timeout long enough to allow the disks time to spin up.

 


@bobba84 wrote:

Can you ask them to enable unticking the 'UPS' tick box under monitoring in case it still happens?

 

Yes, I believe this is coming in 6.9.0.

Message 46 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Skywalker, thank you so much for all your help. That makes perfect sense to me!

 

I really appreciate the answers 🙂

 

Bobby.

 

Message 47 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

This issue is still happening on 6.8.1

 

It seems a lot less often, so what you've done has helped, but not enough it seems.

 

New logs sent in just now.

Message 48 of 60
bobba84
Luminary

Re: RN104 UPS showing up in log file all the time

Anybody care to have a second look? I was hoping after almost a year this was resolved...

Message 49 of 60
StephenB
Guru

Re: RN104 UPS showing up in log file all the time


@bobba84 wrote:

Anybody care to have a second look? I was hoping after almost a year this was resolved...


Skywalker did suggest that 6.9 would have the longer timeout, so maybe you should try that.  It's at RC-1, so it should be stable.  Also, it likely will be released shortly, so you could of course wait a bit longer for that.

Message 50 of 60
Top Contributors
Discussion stats
  • 59 replies
  • 5276 views
  • 5 kudos
  • 7 in conversation
Announcements