ReadyNas RN10400 stuck on booting 99% after firmware upgrade

[kokkerot]

Have a ReadyNAS 10400. Ran the firmware update from the webconsole. Machine got stuck on 99% for hours. Have tried to run a manual firmware update again and still getting stuck on booting 99%. If looking at RAIDar, the app sometimes pick the device up, where is shows the following information:

Model: ReadyNAS 104. Firmware: 6.9.0 Status: Management service is offline.

I cannot click on any of the options on RAIDar, as it just hangs. I would just like to copy the data off the NAS before taking steps like Factory Reset. Mounting the drive in Read-Only also hangs on 99%. I can access the following link: http://10.0.16.25/fwbroker (that is the IP of the NAS). Any advise would be appreciated!

[kokkerot]

I somehow managed to Download Logs from RAIDar. But I am not able to upload it here.

[kokkerot]

This is what Diagnostics is showing

[StephenB]

If a mod requests the logs, you send them in via email ( https://kb.netgear.com/21543/How-do-I-send-all-logs-to-ReadyNAS-Community-moderators ).

Did you look at disk health in the logs?  (disk_info.log and smart_history.log).  What apps do you have installed?

One option is to use paid support (my.netgear.com), and see if they can force the volume to mount remotely.  Ask for per-incident support.

[kokkerot]

Will wait for one of them to respond.

No apps are installed, disk health seems fine.

As for the per-incident support, I'm not getting that option, see attached screenshot.

I'll add the log below the response:

Device: sdd
Controller: 0
Channel: 0
Model: ST4000VN000-1H4168
Serial: Z3046Q19
Firmware: SC46
Class: SATA
RPM: 5900
Sectors: 7814037168
Pool: data
PoolType: RAID 5
PoolState: 5
PoolHostId: 2fe66f86
Health data
ATA Error Count: 0

Device: sdc
Controller: 0
Channel: 1
Model: ST4000VN000-1H4168
Serial: Z3046PFL
Firmware: SC46
Class: SATA
RPM: 5900
Sectors: 7814037168
Pool: data
PoolType: RAID 5
PoolState: 5
PoolHostId: 2fe66f86
Health data
ATA Error Count: 0

Device: sdb
Controller: 0
Channel: 2
Model: ST4000VN000-1H4168
Serial: Z304BYCS
Firmware: SC46
Class: SATA
RPM: 5900
Sectors: 7814037168
Pool: data
PoolType: RAID 5
PoolState: 5
PoolHostId: 2fe66f86
Health data
ATA Error Count: 0

Device: sda
Controller: 0
Channel: 3
Model: ST4000VN000-1H4168
Serial: Z3046PXC
Firmware: SC46
Class: SATA
RPM: 5900
Sectors: 7814037168
Pool: data
PoolType: RAID 5
PoolState: 5
PoolHostId: 2fe66f86
Health data
ATA Error Count: 0

[kokkerot]

Here is the smart_history.log file:

time model serial realloc_sect realloc_evnt spin_retry_cnt ioedc cmd_timeouts pending_sect uncorrectable_err ata_errors
------------------- -------------------- -------------------- ------------ ------------ -------------- ---------- ------------ ------------ ----------------- ----------
2016-01-06 18:42:53 ST4000VN000-1H4168 Z3046Q19 -1 -1 -1 -1 -1 -1 -1 0
2016-01-06 18:42:53 ST4000VN000-1H4168 Z3046PFL -1 -1 -1 -1 -1 -1 -1 0
2016-01-06 18:42:53 ST4000VN000-1H4168 Z304BYCS -1 -1 -1 -1 -1 -1 -1 0
2016-01-06 18:42:53 ST4000VN000-1H4168 Z3046PXC -1 -1 -1 -1 -1 -1 -1 0
2016-01-06 18:44:39 ST4000VN000-1H4168 Z3046Q19 0 0 0 0 0 0 0 0
2016-01-06 18:44:39 ST4000VN000-1H4168 Z3046PFL 0 0 0 0 0 0 0 0
2016-01-06 18:44:39 ST4000VN000-1H4168 Z304BYCS 0 0 0 0 0 0 0 0
2016-01-06 18:44:39 ST4000VN000-1H4168 Z3046PXC 0 0 0 0 0 0 0 0

[StephenB]

The disks do look healthy.

You should be able to get per-incident support, but you might need to ask for it.  The price might not be much cheaper than the 1 year support contract (the last US pricing information I got was $75 for a US per-incident support case, and your 1-year contract option is about $101 USD).

FWIW, in my opinion Netgear needs to make it much easier to access paid support.