Where is Netgear support? RN316 is not responding

[Enigma123]

Been holding on the phone for 15 minutes, and the chat box says "Please hold while we connect you to an agent."

Readynas 316 is not responding on browser, via ping, screen shows nothing, front panel does nothing, HD LED's are on, power button quick press does nothing.

Netgear support is no where to be found.

Advice?

Thanks.

[Enigma123 · Accepted solution]

We appear to be up and running again, and after a sketchy update (needed multiple reboots, needed to install update twice, showed 3 different version numbers in 3 different places) to the latest version, we appear to be functioning appropriately again!

Thanks everyone!

[StephenB]

What firmware are you running?  Do you have any idea on what might have triggered this?

[Enigma123]

Hey, thanks for the response. I believe I am running the firmware before 6.7.1

I have no idea what may have caused this.

[jak0lantash]

Is the fan running at full speed?

Can you see the NAS with RAIDar? https://kb.netgear.com/20684/ReadyNAS-Downloads#raidar

Maybe you can try contacting NETGEAR Support via Chat or Email.

[Enigma123]

Fan is running at full speed, but I have it set that way in the settings also.

RAIDar does not see it.

Chat has been either unavailable or left me waiting so far today, I could try email, I have a few netgear employees email addresses.

Thanks

[jak0lantash]

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@Enigma123 wrote:

Fan is running at full speed, but I have it set that way in the settings also.

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I don't think you can do that. I think you can set it to 'cool' or something like that but not 100% speed. I really mean at full speed.

The fan running at full speed and RAIDar not seeing the NAS usually means that the NAS fails to boot at an early stage. So you may be with a corrupt OS volume or even a hardware fault like a dead Flash.

What you could try is shut down the NAS, unslot the HDDs (you don't need to but if you completely remove them, it's better to label the slot) and try to access the Boot Menu. If you can access it, then the Hardware is OK. (No need to actually select an option, it won't do anything really, the point is really to see if you can reach the Boot Menu or not).

https://kb.netgear.com/20898/ReadyNAS-ReadyDATA-Boot-Menu

[jak0lantash]

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@Enigma123 wrote:

I could try email, I have a few netgear employees email addresses.

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Sorry I meant to open a case online from your my.netgear.com account.

[Enigma123]

I am failing to find a way to open a case.

Should I try hard powering it off first, and then on again?

[mdgm-ntgr]

You could try that. Perhaps even unplugging the power for 30 seconds or so.

If it still fails to boot normally are you able to get into the Boot Menu?: https://kb.netgear.com/20898/ReadyNAS-ReadyDATA-Boot-Menu

[Enigma123 · Accepted solution]

We appear to be up and running again, and after a sketchy update (needed multiple reboots, needed to install update twice, showed 3 different version numbers in 3 different places) to the latest version, we appear to be functioning appropriately again!

Thanks everyone!