So, I had a problem with my network attached storage unit from netgear, and had to use their tech support. So to blow of steam in my otherwise crappy life, I’m sharing with the rest of you the “experience”:
12/21/2008 2:47:00 PM
Worked fine until a 2 day power outage. After outage green led blinks constantly if both drives are pluggged in. If only right drive is in the red led also blinks. Drives are detected by BIOS and readable by 3rd party apps (Spinright(tm)) when plugged into PC.
12/21/2008 3:10:00 PM
Agent ID: 1528Dear Kent,
Thank you for choosing NETGEAR. My name is Shiva and I will be your support engineer.
We will be working to assist you in resolving the issue you described. We are doing this online it may require a few mail exchanges before we can resolve the issue. We will do our best to help resolve your case at the least possible time.
1. Power off the SC101/SC101T, the modem and router, if you have them, and the computers.
2. Power on the SC101/SC101T.
3. Power on the modem.
4. Power on the router.
5. Power on the computers.
– Please check the light status
6. If you still get the error message: No Storage Central device was found, see Using the UT Command and the SC101/SC101T Command Line Interface to confirm that your SC101/SC101T got an IP address from the DHCP server.Thanks again for choosing NETGEAR. Have a great day!
Sincerely,
Shiva
Technical Support
NETGEAR, Inc.
http://my.netgear.com***Please be aware that your case will auto-close after 7 days of inactivity***
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 click here: http://kbserver.netgear.com/kb_web_files/gearhead/Home.html
12/22/2008 3:16:00 AM
Power Cylcing on unit and router did not fix problem. Command line program was not in the directory specified, although there appears to be evidence that an IP address is being assigned.
12/22/2008 5:27:00 AM
Agent ID: 1131Dear Kent,
My name is Mohan and I am following up on your support case.
Thank you for writing back.I understand after power cycling the SC101 you still have the same issue.
So I would request you to check the given link below to know what steps can be done when there is change in the light status.
http://kbserver.netgear.com/kb_web_files/n101576.asp
Also It would be great if you could mention the details like
- What is the Make and Model of the Modem and router you use ?
- How many Wired & Wireless Computers you have ?
- What is the Operating System you have on all the computers ?
- What hard drive(s) are you using in the SC101 (manufacturer name, model number, DMA/ATA type and size)?
- What is the status of the lights on the front of the sc101?
- What is operating system of the PC the Storage Central Manager software is installed on ?
- Have you enabled Mirroring on Disk?. If yes what is size of it?
- How many Partitions have you enabled on hard driveThanks again for choosing NETGEAR. Have a great day!
Sincerely,
Mohan
Technical Support
NETGEAR, Inc.
http://my.netgear.com***Please be aware that your case will auto-close after 7 days of inactivity***
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 click here: http://kbserver.netgear.com/kb_web_files/gearhead/GearHeadSupport.html
12/22/2008 2:32:00 PM
- What is the Make and Model of the Modem and router you use ?
The modem is a verizon FIOS modem (model unknown), router is a Linksys WRT54GC
- How many Wired & Wireless Computers you have ?
1 laptop (wireless), 1 computer (wired)
- What is the Operating System you have on all the computers ?
XP Home, all current patches installed (as of 12/21)
- What hard drive(s) are you using in the SC101 (manufacturer name, model number, DMA/ATA type and size)?
both are: Seagate, Barracuda 7200, Ultra ATA, 300 gbyte
- What is the status of the lights on the front of the sc101?
With only disk 1 plugged in: blinking red light and blinking green light
With only disk 2 or both plugged in: blinking green light- What is operating system of the PC the Storage Central Manager software is installed on ?
XP Home
- Have you enabled Mirroring on Disk?. If yes what is size of it?
No
- How many Partitions have you enabled on hard drive
disk 1: 2 partitions
disk 2: 1 partition
12/22/2008 4:56:00 PM
Agent ID: 1528Dear Kent,
Thank you for choosing NETGEAR. My name is Shiva and I will be your support engineer.
We will be working to assist you in resolving the issue you described. We are doing this online it may require a few mail exchanges before we can resolve the issue. We will do our best to help resolve your case at the least possible time.
Refer to your concern
Please try swapping the hard drives and check the connection and light status.
At this time we are unable to isolate the exact issue wheather the problem is with hard drives or the SC101, hence please try swapping the hard drives and check the connection and light status.
Please get back to us with results to assist you better.
Thanks again for choosing NETGEAR. Have a great day!
Sincerely,
Shiva
Technical Support
NETGEAR, Inc.
http://my.netgear.com***Please be aware that your case will auto-close after 7 days of inactivity***
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 click here: http://kbserver.netgear.com/kb_web_files/gearhead/home.html
12/23/2008 4:11:00 AM
An old drive was plugged in by itself and the result was the same-a constantly blinking green light.
12/23/2008 7:01:00 AM
Agent ID: 1131Dear Kent,
My name is Mohan and I am following up on your support case.
Thank you for writing back.
Please do check the following factors listed below:
STEP 1:
Plug the working hard drive in SC101 and check the status of the power light.
STEP 2:
If still the same issue then try plugging the SC101 with the different power adapter and also with the different power socket and check the status.
Thanks again for choosing NETGEAR. Have a great day!
Sincerely,
Mohan
Technical Support
NETGEAR, Inc.
http://my.netgear.com***Please be aware that your case will auto-close after 7 days of inactivity***
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 click here: http://kbserver.netgear.com/kb_web_files/gearhead/GearHeadSupport.html
12/23/2008 2:55:00 PM
Step 1 led to the same as before.What power supply should I use for step 2? I only have the original. I have access to a generic power adapter that con provide 12v but only 300ma
12/23/2008 5:20:00 PM
Agent ID: 1664Dear Kent,
Thank you for writing us back. My name is Pragyananda and I am following up on your support case.
After reviewing the information you have provided I think I have a better understanding of your case.
In the initial submission you had mentioned that drives are detected by BIOS and readable by 3rd party apps (Spinright(tm).
hence I believe that you have used the hard drives in computer and other applications.
if a hard drive is already used in computer SC101 will not be able to read it and it results in green led blinks constantly.
Please make sure that you are using a new working hard drive with SC101 and also insert or remove hard drive when sc101 unit is powered off.
Thanks again for choosing NETGEAR. Have a great day!
Sincerely,
Pragyananda
Technical Support
NETGEAR, Inc.
http://my.netgear.com***Please be aware that your case will auto-close after 7 days of inactivity***
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 click here: http://kbserver.netgear.com/kb_web_files/gearhead/home.html
12/23/2008 5:51:00 PM
I don”t believe the previous response has read the situation fully.
This is the timeline of events:
Thursday: SC-101 worked fine
Friday: Ice storm knocks out power
Satuday: Power restored, SC-101 will not read drives
Late Saturday night: 1 drive plugged into PC to see if bios detects. Spinright run on drive.
Sunday: technical support submition sent12/23/2008 9:23:00 PM
From AGENT ID: 1648
Case ID: 8436155Dear Kent,
Thank you for choosing NETGEAR, my name is Chaitanya and I will be your support engineer.
Based on the complexity of this case, it may be appropriate for me to seek additional resources. I am escalating your case to the next level for further review and response. Please allow them 24 hours to respond to you.
This message is for your information only. There is no additional action needed from you at this time. The next level support engineer will update the case and you will be notified.
Again, thanks for choosing NETGEAR and we appreciate your continued patience. We will get back with you very shortly.
Regards,
Chaitanya
NETGEAR Support
12/25/2008 6:08:00 AM
Notes added by 4039
Hello Kent,This is Owen from NETGEAR Level 2 Support. I am reviewing your online case.
From your description of the issue it sound as though your SC101 is no longer functional. Unfortunately, you are outside of your hardware warranty so we cannot replace your unit. However, if your drives are in fact functional then you could purchase a replacement SC101 and access your data after inserting the drives.
If you do decide to purchase a replacement SC101 then I would recommend making another backup copy of your data as this would not limit your data to being located on a single point-of-failure.
Thank you for choosing NETGEAR.
Best Regards,
Owen
Second Level Escalation
NETGEAR, Inc.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.aspFor the latest updates to our manuals, drivers, and software, visit our web site at http://www.kbserver.netgear.com
So anyway, I’ve got a replacement coming and fingers crossed that everything should work. But take this for whatever it’s worth.
