ReadyCLOUD experienced an outage on March 30, 2017, between 1 a.m. and 12 noon US Pacific time, which caused ReadyNAS storage systems to leave ReadyCLOUD.
NETGEAR is asking all ReadyCLOUD users to immediately review the status of their ReadyNAS systems to determine if any corrective actions are necessary.
The outage stopped the connection from your ReadyNAS storage system to ReadyCLOUD and might be preventing you from accessing your ReadyNAS remotely. Also, private home shares for ReadyCLOUD users running ReadyNAS OS 6.6 and higher were removed as part of a ReadyCLOUD user cleanup mechanism (which is now disabled).
If your ReadyNAS system is running ReadyNAS OS 6.5, the outage might have turned off ReadyCLOUD, but did not remove any private home shares. You can turn ReadyCLOUD back on at any time by logging in to your ReadyNAS Admin Page, selecting System > CLOUD, and setting the slider to On.
If you were affected by this incident, you might be unable to perform the following tasks:
- Access your ReadyNAS system through the ReadyCLOUD.netgear.com home page
- Access your ReadyNAS system through ReadyCLOUD desktop or mobile applications
- Log in to the ReadyNAS Admin Page locally with your ReadyCLOUD owner user name and password
- Find files or folders located in a ReadyCLOUD user private home share
To check the status of your ReadyNAS system, follow these steps:
- Log in to your ReadyNAS system.
If you cannot log in to your ReadyNAS Admin Page because you cannot use your ReadyCLOUD owner user name and password, use your ReadyNAS's local admin password (default username: admin, default password: password). If you changed the password when you first set up your ReadyNAS, use the updated password.
If you cannot log in to your ReadyNAS Admin Page because you do not know your ReadyNAS system's local admin password, click the Cancel button during the login process. The password recovery screen displays:- If you configured password recovery on your ReadyNAS system, you can use the password recovery tool to reset the password. For more information, visit How do I recover a lost administrator password on my ReadyNAS OS 6 storage system?.
- If you did not configure password recovery on your ReadyNAS system, you must reinstall the operating system to reset the admin password to the default of password. For more information, visit ReadyNAS & ReadyDATA: Boot Menu, find your device, and follow the procedure for performing an OS reinstall.
- Select System > Logs.
- Select Account from the drop-down menu on the left side of the screen.
- Look for one or more log entries under the date March 30th that say “User ‘user name’ was deleted”.
The date might also be March 29th or March 31st, depending on your time zone.
If you do not see any deleted users, you are not affected by the ReadyCLOUD outage. No further action is necessary. - If you used the ReadyCLOUD private home share, which is a folder with your MyNETGEAR or ReadyCLOUD user name, review the files and folders to see if any are missing.
If you did not use the ReadyCLOUD private home share, your files and folders are not affected. You can rejoin ReadyCLOUD at any time. - If you believe that files are missing, follow the instructions in the next procedure.
If you think that you lost data during the ReadyCLOUD outage on March 30th, follow these steps to ensure the highest probability for data recovery:
- If you have a current backup of your ReadyCLOUD private home shares, rejoin ReadyCLOUD, then restore this data from a backup.
No further action is necessary. - If you do not have a current backup of your ReadyCLOUD private home shares, follow the remaining steps carefully.
Your data might be recoverable, but data is not recoverable in all cases.
If your system lost data and you rejoin ReadyCLOUD or use your ReadyNAS system in any mode other than Volume Read Only or Tech Support, your data is less likely to be recoverable.
- If you do not need access to the data on your ReadyNAS, place your ReadyNAS in Tech Support mode to prepare for data recovery assistance:
- Visit ReadyNAS & ReadyDATA: Boot Menu and click the link for your ReadyNAS model.
- Follow the instructions for placing your device in Tech Support mode from the boot menu.
- Note the 5-digit code that displays on your ReadyNAS LCD or in the RAIDar application.
- If you need access to data that was not in the private home shares, place your device in Volume Read Only mode:
- Visit ReadyNAS & ReadyDATA: Boot Menu and click the link for your ReadyNAS model.
- Follow the instructions for placing your device in Volume Read Only mode from the boot menu.
- From your ReadyNAS Admin Page, select System > Settings > Support.
- Select the check box for Secure Diagnostics Mode and click Apply.
- When prompted, click Yes to confirm that you agree to the NETGEAR Remote Access Policy.
- Note the 5-digit code that displays in the Secure Diagnostics Mode interface.
- Contact NETGEAR at readycloudsupport@netgear.com from a valid MyNETGEAR email account and include the following information in your email message:
If you use an email account that is not registered with MyNETGEAR, your case will not be registered and you will not receive a response.
- First and last name
- Case number (only necessary if you contacted NETGEAR Technical Support about the ReadyCLOUD outage)
- Email address associated with the ReadyCLOUD account owner (this email address is used in the ReadyCLOUD account owner’s MyNETGEAR login credentials)
- MyNETGEAR e-mail addresses of all additional ReadyCLOUD users who lost home folders
- ReadyNAS model number
- ReadyNAS serial number
- Five-digit code from booting in Tech Support mode or enabling Secure Diagnostics Mode
NETGEAR will send a confirmation email message with a case number and an estimate of when we will contact you to attempt to recover your lost data. We will work with you in the order that we receive your email message.
Do not follow this procedure if you want to attempt data recovery. Following this procedure will make it difficult or impossible to recover any deleted files or folders.
- From your ReadyNAS Admin Page, navigate to the CLOUD tab and turn on ReadyCLOUD.
- Enter your MyNETGEAR user name and password and confirm that you want to rejoin ReadyCLOUD.
- If you experience problems, reboot your ReadyNAS system one time and try again to rejoin ReadyCLOUD.
If you still cannot rejoin ReadyCLOUD, visit the ReadyNAS community at community.netgear.com.
NETGEAR has updated the server software to prevent this issue from occurring in the future.
MyNETGEAR is NETGEAR’s personalized account management hub for customers with registered products. For more information about registering your product, visit my.netgear.com.