Pro stuck at Booting [17815306 + 17867355]

[onimod]

ReadyNAS Pro Business
RAIDiator Version 4.2.19
5 x 1TB (hardware list compatible drives)
Logitech Media Centre + uTorrent add-ons

My ReadyNAS is stuck at "Booting...".
The last message I receive on the LED when I attempt to boot is ‘Checking FS’ and then ‘done’.
My ReadyNAS was acting a little 'slugish' so I went to download the logs. This failed and Frontview became unresponsive.
I then tried to reboot and the ReadyNAS became stuck at "Booting...".
I attempted to reboot multiple times but there was no change.
RAIDar identifies the ReadyNAS for a short time after re- booting but the options to Setup or Browse are greyed out (not available).
After a couple of minutes RAIDar can then no longer identify the ReadyNAS.
I have attempted a ‘Disk Check’ and ‘OS Reinstall’ from the ‘Boot Menu’ but there has been no change.
I have backups of critical data but there is non-critical data (media) which I would like to retain or at least gain temporary access to if I do have to eventually ‘Factory Default’.

Thanks to mdgm and dbott for the information they have shared thus far via their websites and in this forum.
Any help to gain even limited access to the unit would be much appreciated.

[readysecure1985]

Hello,

I see your case has not been addressed yet but I recommend working with support. They can access your unit via telnet to see if they can identify an issue.

[onimod]

I have questions about support:
After 5.5 days I've answered 1 set of basic questions about discs and firmware and am still waiting for further response.
Is there any way to get an idea about how long a case like this can take to resolve?
My main backup was only completing weekly, hence my desire to gain access to potentially 6 days of data (yes I will change that system in the wake of this problem).
While I think I'm a patient sort of person I am concerned that at present I am missing a layer of backup and am pondering how long I can afford for that to continue.

I have tried searching for premium support services but (perhaps because I'm not an IT professional) I'm struggling to find definitive information.
There is also more than the the odd incorrect or inactive link within the Netgear support web pages link.
Is this link the only support offering for an RNDP6310 unit and would it actually be helpful in my circumstances:
http://store.netgear.com/store/netgear/en_US/pd/productID.124534700/parentCategoryID.44397000/categoryId.44398700

[onimod]

2/3/2012 11:58:00 AM
MAC address: 00:1f:33:ea:54:55
My ReadyNAS is stuck at "Booting..."
The last message I receive on the LED when I attempt to boot is ‘Checking FS’ and then ‘done’.
My ReadyNAS was acting a little ''slugish'' so I went to download the logs. This failed and Frontview became unresponsive.
I then tried to reboot and the ReadyNAS became stuck at "Booting...".
I attempted to reboot multiple times but there was no change.
RAIDar identifies the ReadyNAS for a short time after re- booting but the options to Setup or Browse are greyed out (not available).
After a couple of minutes RAIDar can then no longer identify the ReadyNAS.
I have attempted a ‘Disk Check’ and ‘OS Reinstall’ from the ‘Boot Menu’ but there has been no change.
I have backups of critical data but there is non-critical data (media) which I would like to retain or at least gain temporary access to if I do have to eventually ‘Factory Default’.
After a couple of minutes RAIDar can no longer identify the ReadyNAS.

2/5/2012 10:50:00 AM
Expert ID: 41071
Case Number: 17815306

Dear Mr. Childs,

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

I have read your case and understand that you are experiencing some problems with your ReadyNAS Pro 6 wherein it is stuck at booting. I apologize for the inconvenience you have experienced. Since we are doing this online, it may require a 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.

One possible reason why you are experiencing this problem is because one of the drives inserted failed. You have mentioned that you were able to download the logs from Frontview before it became unresponsive. For further checking, kindly provide us a copy of the system logs by attaching it to the case. We will try to determine what possible caused the problem before we provide troubleshooting steps. For us to assist you further, we would need additional information. I have summarized my questions below:

1. How many drives are inserted?
2. What are the brands and model numbers of the drives?
3. Did the problem happen after performing an update?
4. What is the current firmware version installed?
5. Do you still have access to the volume?

To Reply Or Answer Or Close This Case

A system generated e-mail will be sent to your e-mail address to inform you that I have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, If you want to reply to the message above and have additional query, please click “NO” when the system ask you “Was your problem resolved with the information provided by the NETGEAR representative above?”

When you select “YES”, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,

Paolo C. Malabanan
Level 2 Technical Support
NETGEAR, Inc.
http://support.netgear.com

NETGEAR Support Contact Information:

Call Toll Free 888-NETGEAR or with email support cases, update your case through the portal by visiting our web site at http://my.netgear.com/myNETGEAR/support.asp

For the latest updates to our manuals, drivers, and software, visit our web site at http://support.netgear.com/app/home or www.netgear.com

NOTE: International customers please use the below listed link to find the help desk number for your location:

http://support.netgear.com/app/answers/detail/a_id/984

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please go to:

http://gearhead.netgear.com
2/5/2012 11:20:00 AM

Hi Paolo
Thanks for the response. I''m prepared for as many emails as it takes!

Unfortunately I didn''t get the logs before the system become unresponsive, in fact I suspect that it was the creation of the logs that changed the system from very slow to completely unresponsive.

1. There are 5 drives. The volume is double redundant and 85% full.
2. 3xWD1002FBYS (1TB each, came with unit) and 2xWD1003FBYX (1TB each).
3. I was not performing an update.
4. The current firmware is 4.2.19.
5. I do not have access to the volume (you mean files on the unit?). I do have immediate access to the unit.

My first clue of trouble was that the Logitech Media Server (Squeezebox) add-on began malfunctioning. No other taks were being undertaken at the time.
I thought I''d have a look at the logs for any issue and thereafter I have had no access.

Nick

2/6/2012 11:56:00 AM
Expert ID: 41076
Case Number: 17815306

Dear Nicholas,

Thank you for your response. This is Eron and I am following up your case in behalf of Paolo.

The NETGEAR expert who is handling your case submission is currently out office and will be not be available to respond to your update today. Nevertheless, Paolo will be informed of your update the soonest as possible to provide feedback to your case submission. Please give us some ample time to get back to you; we apologize for the inconvenience this has caused you.

To Reply Or Answer Or Close This Case

A system generated e-mail will be sent to your e-mail address to inform you that I have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, If you want to reply to the message above and have additional query, please click “NO” when the system ask you “Was your problem resolved with the information provided by the NETGEAR representative above?”

When you select “YES”, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,

Eron Talania
Level 2 Technical Support
NETGEAR, Inc.
http://support.netgear.com

NETGEAR Support Contact Information:

Call Toll Free 888-NETGEAR or with email support cases, update your case through the portal by visiting our web site at http://my.netgear.com/myNETGEAR/support.asp

For the latest updates to our manuals, drivers, and software, visit our web site at http://kb.netgear.com/app/home or www.netgear.com

NOTE: International customers please use the below listed link to find the help desk number for your location:

http://gearhead.netgear.com

2/9/2012 12:41:00 PM
Hi Eron + Paolo

This process doesn''t seem to be progressing very quickly.
Is there something I can do to expedite the process?

I am concerned that while my unit is out of action I have a greatly reduced level of backup.

I''m not sure it''s much help because I''m not an expert but a little research on the ReadyNAS forums suggests that my symptoms match those of others who''s OS partition has somehow become full.

Thanks
Nick

[onimod]

New case number [17867355]
After calling telephone support I was forwarded to a technician who has has remotely accessed the machine.
As I understand the problem is not obvious and the case has been escalated.
Fingers crossed.

[onimod]

Unfortunately my dynamic IP address had changed when the tech went to access my machine a couple of hours ago.
A quick update and back in the queue I guess.
Fingers still crossed.

[onimod]

...still crossed...

[onimod]

My case has been resolved (successfully).
I will follow up with more detail and logs as soon as I have secure backup of my data.
I'm not sure how to communicate this with support but I guess someone will find out when the unit is no longer in support mode.

[onimod]

I am very thankful that on Friday 17th someone offered to 'have a look under the hood' of my unit and ended up resolving my issue.
I don't have enough technical knowledge to explain (or understand) exactly what the problem was but apparently my unit had/was failing to truncate my backup logs correctly.
Once these logs were removed I was able to boot the machine correctly.
I have kept the logs if anyone is interested.

Since regaining access to all my data I have backed it all up twice and factory defaulted the unit. It's currently being re-populated.
I'm going to have a think about how I go about backing up what I previously regarded as 'non-critical' data in the future so hopefully I'm a little less reliant on outside assistance.

Thanks again for the help.

[KillerBob]

I don't have a stake in this, but have to comment;

It is abysmal how long your case took. 14 days!!! I remember back in the good old Infrant days, you would get support in hours, if not minutes. But, I guess with Netgear taking over, that level of support is history. Shame on you, Netgear.

I am happy we have a forum with users willing to help out each other. If we didn't I would have changed to another product long ago.

It is however the same with other Netgear products as well. I saw this with my EVA media players (I had three before learning my lesson), and now I use a Mac Mini for playing media files of my NAS. I used to have Netgear switches and routers, but thankfully they have been replaced with Apple products, and though I still have my Pro Pioneer, once that is done with, I will for sure not be buying Netgear products again!

Bo