Overall I have been pleased with the unit (started with 4 x 1TB 7.2K added 2 more, then converted over to 1.5 TB drives over a few months) as a CIFS/UNC NAS device. Tried iSCSI for VMware but the performance was not there but I teamed the NIC's so it maybe an issue of the overall congestion on the single interface.
What I have not been pleased about is the long wait times to reach a ProSupport tech, the times that the person answering was not in the storage group and had to put me back on hold till someone was available, that I cannot communicate with the phone support via the my.netgear.com section except to upload files, and that I cannot email the tech so I have to use the telephone which circles me back to the top of this set of complaints.
Original Unit - Hardware/backplane failure
It took three separate cases to get me back to an operation state.
- 16134961 RMA
- 16143235 Closed without my knowledge once phone call was complete
- 16144283 Additional help in getting resync to complete
How it went down
7/14/2011 - See dead drive on Web UI (no messages/alert had been sent) and swap in cold spare, I am running X2 with single redundancy.
From Ticket/Tracking log for case # 16134961 Was doing maintenance on a user password and noticed on the volume tab (web interface) that there was a dead volume. Swapped cold spare for failed member but system did not detect and rebuild. ~ 10 minutes after swap the system popped the dead drive warning, sent email, and such.
Your RMA request for ReadyNASRNDP600E[XXXXXXXXXXXXX] has been approved by NETGEAR.
Your RMA number is: XXXXXXX
Completed RMA process 5:28 PM 7/14/2011
When I asked about when I would have the replacement unit the support tech was a little rude and really could not have cared said "Since the RMA was not processed or approved until after 5 PM EST the warehouse would not ship it until Friday for Monday delivery. When I explained that the only reason it was after 5 EST was due to the hold time, he said "Its not like we can make the shipping department work overtime to get your unit out."
Kimroth Y. at Tracelogix who actually handles the RMA for NetGear was absolutely outstanding! Kimroth was the person on the other end of the phone when I called the the RMA status phone number not realizing I was talking to someone at another company. When I explained my issue she explained how the process and procedures ensured I would not get my replacement before Monday. I begged and pleaded a little and she agreed to talk to her boss and see what could be done. From that point on she worked to make it happen, called to let me know it was going to ship, and sent me tracking information so I could follow it to my door.
Once I had the replacement unit I had a great number of issues with the migration to the replacement unit due to incompatible firmware version and eventually had to put the "dead" drive back in the NAS and get it to build consistency across all drives before I could migrate.
From Ticket/Tracking log for case # 16143235 Verify migration - just move drives in same slots, need to pull down configuration from website (currently does not complete), etc...?
*NOTE: Need to bring replacement drive firmware up to 4.2.17 to match existing chassis.
OS/Configs are RAID'ed across drives in hidden partition so migrating the drives migrates settings and such
Currently 60 minutes in to resync after power cycle of unit 0% progress
if no progress after 120 shutdown unit and move "hot" drives only then once running add "cold" spare
If progresses then wait until complete and shutdown unit and move all drives
Waited past 120 minutes and when 0% complete told unit to shutdown.
Waited 30 minutes and now device is not responsive to web admin but front says "shutting down 0.2% Resync" so I assume it will have to sync to shut down.
From Ticket/Tracking log for case # 16144283 Unable to boot replacement unit with a single drive inserted.
Unable to boot replacement unit with five drives.
Replaced drive and allowed to rebuild redundancy
RAID sync started on volume C.
[Fri Jul 15 17:51:52 EDT 2011]
RAID scrubbing finished on volume C.
[Sat Jul 16 17:48:04 EDT 2011]
So at this point I am back in business with a new chassis and life is good.
Till today when same situation of NAS not being available via CIFS/UNC
How it went down
From Ticket/Tracking log for case # 16458558 Unit was not responding via UNC path
Tried web interface and was able to log in but it never fully painted screen/UI
Went and tried various short pushes of power button without any effect
Did a long press of power button until unit shut down
Powered unit back on and watched boot process
When boot/sync completed displayed dead drive
Logged into web interface and confirmed issue
Still no email notice from the unit about issue
23+ minutes of hold time on ProSupport line until being dumped into voice mail
Called normal support line - had to work to get to case number and agent insisted they would get me to a person - several times on hold
Call time +15 - Told by agent that she cannot keep me on hold any longer but she will pass me to the ProSupport line and write up an escalation ticket to make sure someone picks up the call or if no one does someone will call me back.
Unit not responding on web interface but RAIDar showns unit - still able to access file shares
Call time +27 minutes - Dumped into ProSupport voice mail
Rebooting device and swapping disk 5 with prior disk 5 - which passes all Mfg Disk Tool test.
Unit "passed" Disk 5 which had only had SMART error previously but is one that "failed" in prior unit
Received emails from unit about removal/replacement
Resynching on "new" drive but unable to access Web UI
3 1/2 hours since first issue - no response from support.
4 1/2 hours since first issue - no response from support.
I decide to call the ProSupport line again and open web ticket #16460006
Within a minute of submission of web ticket agent on ProSupport line answered.
Tech was friendly and apologetic about prior issues and repeated failures to reach support and assured me he was going to work and resolve the case.
After going over what had happened today (and previously on prior unit) and asking several questions the only guess at cause is a corrupted OS image that made it over from the prior system and I should reload from the flash OS on device which I cannot do until the resynch is complete.
From Ticket/Tracking log for case # 16458558
Wait for full sync and then reload Firmware 4.2.17 then do OS reload on device (4.2.19 Beta T4 is on forums)
So all told today I have spent hours listing to how much NetGear cares and how an agent will be with me in just a moment.
I will update as the recover/restoration completes.