4.2.13 ultra 6 not powering up automatically

[peterbanks]

At this point you may want to forget about chirpa's offer and just open up a support ticket. I opened a ticket last night, waiting to get a response. I'll update with the outcome.

[wireworld]

I have exactly the same situation with my Ultra 6. It wakes on lan if it shut down via frontview but will not wake if shut down by the timer or the front power button. A solution would be much appreciated.

[PeteCress]

At this point you may want to forget about chirpa's offer and just open up a support ticket. I opened a ticket last night, waiting to get a response. I'll update with the outcome.

Did so.

Total time on phone with Level-1: 48+ minutes. The Level-1 guy was nice enough but, geeze, he knew *nothing*, zero, zilch, nada, bupkis. Seemed tb working from a script and repeating boilerplate over the phone. I think it's at least possible that he did not even know what a ReadyNAS Ultra-6 was.

Level-2 was less bad. Didn't leave me on hold, called back as needed, said he would email me something to flash the firmware with. That was a couple hours ago. Had to go out, he called while I was out, wife took the call, message I got was that he'd emailed the flash file to me... but I'm not seeing it in my inbox.

I am experiencing cognitive dissonance around Chirpa's offer to send a USB stick to do the flash vs Level-2 emailing a file. Chirpa obviously actually knows stuff - so I would be interested to hear why he thought it best to send a USB stick instead of relying on email.

Finally, if this really is a firmware issue that affects more than a few people, it's hard to grasp why NetGear is trying to handle it onesies-twosies instead of by some more efficient/effective means.

When I was shopping for a NAS, one of the reviews I read was by a guy who buys/administers NAS devices for a living. His comment was that NetGear's software was "dodgy".

I bought the Ultra-6 anyhow bco how classy the web site looked, how good the fora looked, the fact that NetGear was obviously a major player, and - perhaps most compelling - the dual-redundancy feature and the ability to add larger drives later on.

Now I think I am coming to understand the "dodgy software" remark..... -)

[PeteCress]

The USB key arrived, bios flashed and now the timer appears to work correctly.

Was there anything in the USB key that couldn't have been covered by sending an attachment in an email?

Also- did you get through it all without losing data/having to reload the NAS?

[peterbanks]

And this would be the reason I wanted to avoid "Technical Support" So you know, before can get support, you have to register and then select the ReadyNAS product you need support on. After more than a day of waiting this is the response I received:

From Agent ID: 1055
Case ID: 14322508

Dear Sean,

Thank you for choosing NETGEAR. My name is Moumita, and I am your support engineer today.

I understand that you want to have the latest BIOS version.

I would like to inform that regarding this issue you can get in touch with your system vendor as we do not have the BIOS version for your computer. We apologize for this inconvenience.

Please contact us again if you require any further assistance regarding NETGEAR Readynas.

Please do visit http://kb.netgear.com for any technical queries regarding NETGEAR products.

A notice will automatically be sent to your email address when we have responded to your inquiry. Please DO NOT REPLY to that email. Instead, to add additional information to your case, click No to the question "Was your problem resolved with the information provided by the NETGEAR representative above?"

If you click YES, your case will be closed and a separate email containing a survey link will be sent so you can share with us your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,

Moumita.
Technical Support
NETGEAR, Inc.

Are you serious!!

[beisser]

ouch...

have you pointed them to this thread?

[peterbanks]

I thought I made it as clear as possible in my original support query, stating my current BIOS date, and the date of the most recent image (6/10/10) that I was requesting. Obviously that was not the case. I will point them to this thread.


What ever happened to chirpa????

[PeteCress]

we do not have the BIOS version for your computer

FWIW, it's the next day after my Level-2 guy said he would email the BIOS file and I haven't seen it yet - and don't suppose I ever will.

Did I fat-finger the Delete key in my inbox? Did it get flagged by a server somewhere? Did it never get sent? Did it get sent to the wrong address?

"Who knows what evil lurks in the hearts of men? ... The Shadow knows."

But that was then and this is now.

Sooner-or-later NetGear support will post a verified/validated copy somewhere.

[wireworld]

I still have the usb key from netgear with the files on that I could zip and send over if that's any help?

[mdgm]

You need an image of the USB key, not the files. I made an image of the USB disk. It was 2GB in size because the USB disk was 2GB. It would be better to get the image from chirpa as he has one that is just megabytes in size.

[blacey]

The other, however, is only partially fixed. It sleeps and wakes on schedule, but responds to wake-on-LAN ONLY IF the NAS was shut down using Frontview. If the NAS was shut down by scheduled sleep, or by double-pressing the front power button, it will NOT wake up for a wake-on-LAN packet.

Those reporting that wake-on-LAN still doesn't work with the 6/10 BIOS: try waking the machine from scheduled sleep, from a front-panel shutdown, and from a Frontview shutdown, and post whether you're finding the same thing. I'll add any info we can gather to my support case, and with any luck that'll get us all further down the road.

CONFIRMED: I have the same exact problem with the 06/10/2010 FLAME6-2 V1.1 BIOS - my Ultra 6 won't WOL if it was shutdown by the power-on/off timer.

FYI, Chirpa sent me the 06/10/2010 FLAME6-2 V1.1 BIOS in early November which fixed my Ultra 6 so the power on timer works however, it will not power-up in response to a WOL packet unless I shut it down using Frontview. The WOL feature was one of the main reasons I upgraded from the NV+ so I could power the NAS up while I was away from home and it simply doesn't work.

[peterbanks]

You need an image of the USB key, not the files. I made an image of the USB disk. It was 2GB in size because the USB disk was 2GB. It would be better to get the image from chirpa as he has one that is just megabytes in size.

There in lies the problem. I first sent a PM to chirpa on the 6th of November, I've sent three follow up PM's, he's read them all as they have all moved from my Outbox, but I've never received a reply.

[peterbanks]

So I think I'm going to open up an new support ticket. This one is going to be to help locate chirpa. My case was upgraded to level 2 support and a nice guy named Jeremiah sent me the below message:


1/15/2011 8:20:00 PM
Notes added by 41009
From Agent ID: 41009
Case Number: 14322508

Dear Sean,

Thank you for choosing NETGEAR, my name is Jerry from 2nd Level Technical Support.

I have read your case and understand that you are experiencing some issues with the current BIOS image for you NAS unit. I apologize for the inconvenience you have experienced. Since we are doing this online, it may require few e-mail exchanges before we can resolve the issue. Rest assured that I will do my best effort to help resolve your case in the least amount of time.

We would like to refer you to the forums as there is a thread that answers to this concern. Please visit this link viewtopic.php?p=268809#p268809


click that link and it takes you to chirpa's post in this thread about sending him a PM to get the USB stick. So now even support is directing people to chirpa. So obviously the next logical step is to open a support ticket to find chirpa...

[PeteCress]

...case was upgraded to level 2

My guy got back to me yesterday:

From Agent ID: 41041
Case Number:14326926

Dear Mr. Creesswell,

This is
Jay again from NETGEAR 2nd Level Technical Support.

Sorry for the
short notice, I did not send the possible fix to you problem because I am
still waiting for an update from the customer who happen to have similar
issue with you. I just verified some important information with him and I
will send you an Email/call as soon as I received updates from the other
case.  

Thanks again for
choosing NETGEAR. Have a great day!

Sincerely,
.....
Level 2 Technical Support

I wonder what their organizational structure looks like?

All one group in physical proximity?

Different subcontractors all over the world?

[Queonda]

OMG, support SUX! (Just venting)

I just got a download link to download version 1.1 and the date is 6/10/2010. But I was asking for my ultra 6 plus. And my current version 1.6.