ATA error count has increased in the last day

[Stianoh]

Hello!

I had problems connecting to the NAS, so i had to take out the power.
When i restarted it it said:

"ATA error count has increased in the last day. Disk 1: Previous count: 0 Current count: 18205 Reallocated sector count has increased in the last day. Disk 2: Previous count: 13 Current count: 14 Growing SMART errors indicate a disk that may fail soon. If the errors continue to increase, you should be prepared to replace the disk."

and now it keeps increasign for every time i restart it:

ATA error count has increased in the last day. Disk 1: Previous count: 18208 Current count: 18212 Growing SMART errors indicate a disk that may fail soon. If the errors continue to increase, you should be prepared to replace the disk.

Is the disk failing?

[readysecure1985]

I definitely think that the disk is failing. Netgear will replace a drive with 1 ATA error on it. Did you purchase the unit populated with drives?

If you have, then I would suggest that you call Netgear and ask them if they will replace the drive.

If you did not purchase the unit populated with drives, then I would suggest purchasing a drive that is listed on the HCL and replacing it as soon as possible.

[StephenB]

What is the disk? And what firmware are you running? Some WD disks had ATA errors on startup with older firmware (a compatibility issue fixed in 4.1.8 )

However, the rising reallocated sector count is certainly a bad sign. Also, if you hadn't seen the ATA error message until recently, then that is also a bad sign. So I would assume the disk is failing, esp. if you are running 4.1.8 or later.

You might want to shut down the NAS, remove the drive, and test it with vendor tools.

[readysecure1985]

Thanks for the addition StephenB. He is completely correct in that statement. If you test the drive with the tools and it does not report errors, that could be indicative of other issues.

[Stianoh]

ok! thanks!

Model: ReadyNAS Duo [X-RAID]
Firmware: RAIDiator 4.1.8 [1.00a043]
Disk 1 Seagate ST31000528AS 931 GB , 38 C / 100 F , Write-cache ON
Disk 2 Seagate ST31000528AS 931 GB , 38 C / 100 F , Write-cache ON

both disk was in when i bought it.

what do you mean with "You might want to shut down the NAS, remove the drive, and test it with vendor tools."?
that i should put it in my computer?

[StephenB]

ok! thanks!

Model: ReadyNAS Duo [X-RAID]
Firmware: RAIDiator 4.1.8 [1.00a043]
Disk 1 Seagate ST31000528AS 931 GB , 38 C / 100 F , Write-cache ON
Disk 2 Seagate ST31000528AS 931 GB , 38 C / 100 F , Write-cache ON

both disk was in when i bought it.

what do you mean with "You might want to shut down the NAS, remove the drive, and test it with vendor tools."?
that i should put it in my computer?

Yes -

install Seatools (download it from the Seagate site
Then shut down the NAS from Frontview, and remove the drive
Connect the drive to an unused SATA and power, and have Seatools test it.

BTW, if you ever remove both drives, make sure to label them, so you can keep them in the same slots.

Though you probably have enough evidence already to RMA the drive (assuming it is still under Seagate warranty). They will replace it with a refurbished drive. If you are in the US, you can have them ship you the refurbished drive first, then you can ship back the failed one. There is a small charge for this service to cover shipping - but it is reasonable, and you get the replacement much quicker that way.

[Stianoh]

ok!
im in norway so we have very good rights(5 years) so its not a problem to get a new disk.
it looks like its failing, because now i cant connect again.
not in frontview and not ssh.. or torrent program that im running.
thanks for the help

[readysecure1985]

Not a problem. Always happy to help

[gr8dain]

I just got off the phone with Netgear support and they will in fact replace your drive even if it only has 1 ATA error. However, you'll have to pay for the shipping! Our device is brand new...2 days old to be exact. Last night I got an email alert that the ATA error count had increased from 0 to 6. I called customer support and they said that I had to pay for shipping to send the defective drive back before they would ship me a new one. REALLY?!?!? I have a defective hard drive in a 2 day old Netgear NAS that came preconfigured and I have to pay for the shipping of the defective piece of equipment?!? This is TERRIBLE customer service and a terrible policy. A company should not further inconvenience their customers AND make them pay for it. VERY FRUSTRATING! This post is in an attempt to raise awareness and hopefully get Netgear to change this awful policy.

Dain

[gr8dain]

Update: I emailed a Channel Development contact who had reached out to me when I was researching Netgear NAS devices and informed him of the situation we had encountered with the device. He contacted his Customer Care Team and they waived the shipping charge. Netgear should be applauded for this reversal and hopefully this will turn into the rule and not the exception. Thank you Netgear.

Dain