System not booting

[UniToV]

Hi everyone,
we're using an Open-E NAS Enterprise ver1.76 with a 6x250GB RAID 5 array with CRITICAL data on it.

The system hangs up during boot when the

Loading[########] (Please wait)

screen appears.

We had thought of reloading the OS but we stopped when we read in the installation info that reloading / updating the OS completely erases the shares.

We fear that losing the information about the shares would result in losing the accessibility to the data, hence the data itself.

1) Is this true, i.e. does reloading the OS result in losing the data? Loss of accessibility to the data is equivalent to loss of data! :eek:

2) If it is so, how can we save our data?

Before you ask "Don't you have a backup?", THIS was meant to be the backup...:(


Thank you in advance.

Gabriele Rizzo

[To-M]

No this will not erase your shares. The update instructions are asking you to remove any snapshots, stop synchronizations and save settings. Please read below.


Update Instructions:
NOTE: this update will reset all settings to factory defaults.
Before Updating, all existing snapshots must be removed.

You might have trouble to access your volumes after updating when you leave old snapshots on the server.

To be sure, that no snapshot is active, please deactivate synchronization as well.
Please write down the actual NAS server IP address and NAS server name. After having updated Open-E NAS, please re-enter both.

Please write down authorization settings.

Before Updating, please save “User”, “Groups”, “Shares” and “Assignments” under Menu: “Maintenance” �� “Resources Misc.” �� “Save resources”.

Please download and save NAS Server Logs:
Menu “Status” �� “Hardware” in Function Logs click on “Download”, then save on your local HDD.

The ISO-Files which include in update file must be burned on a CD with your favorite Burning software. (For example: Nero Burning ROM - option: “Burn Image”, etc.)
In order to re-flash the module, please install CD-ROM as Secondary-Master and DOM (disk-on-module) as Primary-Master. USB CD-ROM can be used as well.
Please set the BIOS to boot from CD-ROM drive. Then boot from the ISO-CD and wait until prompt: “Update complete, Please Remove CD and restart”
After re-fleshing, please reset the BIOS to boot from Primary-master HDD.

Updating the system may take about 10 minutes.

[UniToV]

No this will not erase your shares. The update instructions are asking you to remove any snapshots, stop synchronizations and save settings.
Do you mean that flashing the NAS will not overwrite our share settings? :confused:
We remember that when we updated the OS to ver1.76, the share settings were lost.



Before Updating, please save “User”, “Groups”, “Shares” and “Assignments” under Menu: “Maintenance” �� “Resources Misc.” �� “Save resources”.
Please download and save NAS Server Logs:
Menu “Status” �� “Hardware” in Function Logs click on “Download”, then save on your local HDD.
As we cannot even boot, we are not able to save any of those things!!

We stress that our primary concern is to recover the data in the NAS.
Are the settings necessary to access the data, or, after we reflash the NAS OS, is there any other way to access the data that is ALREADY in the raid array?

Best regards,
UniToV

[To-M]

Can you try to restart the system and after POST enter the ESC key to enter the boot-loader. Then select NAS-Rescue_MODE to see if the system comes back up if not able to access shares then try with NAS-Single in the boot-loader. Then access the GUI to save your settings. Then download and ISO - burn onto CD then update. This will not erase your data. If you are still not able to save in the GUI your settings then you can regain access to your shares by going to the Resources tab and in Function create new share - uncheck the box "Create default path" there you can establish your shares again.

[UniToV]

Alas, the options we are given in the menu screen are:

NAS-Single
NAS-SMP
memtest

we tried both SMP and Single, but the system still hangs up indefinetely.
What else?

[To-M]

Where you able to try Rescue_Mode?

[UniToV]

How?
There is no rescue mode option in the boot menu screen we have!
Did we do something wrong?

Thanks for your QUICK reply!
UniToV

[To-M]

At this point where the system is not able to boot from boot-loader then contact Germany if in UK (+49 (89) 800 777 - 16) or USA (770-881-7680) to recieve a replacement. Now you can still try the ISO update from CD.

[UniToV]

Thank you again for the support.
We are now going to update the OS to version 1.89, and then proceed to restore the share setting through the Resources tab and in Function create new share (unchecking the box).
We will let you know...

[To-M]

If unsuccessful contact support at support@open-e.com

[UniToV]

Quick as Death himself!

We flashed and all went well, BUT the system still hangs in the boot (not even reaching the (please wait) phase).
This time we do have the NAS-RESCUE_MODE option. We dashed onto it, BUT we get:

crc error

--system halted.

ouch!
Shall we proceed to support?

Best regards,
UniToV

[To-M]

This could be a Memory issue, try resetting the RAM or swapping out with new ones. This could be the DOM or a Memory issue (try using a memory check).

[UniToV]

We checked the memory several times and all was OK.
But we are stubborn and decided to redo the flashing and restart again.
This time the SO loaded!! :cool:
So at least we are on-line again...

BUT we have "No share volume !!! (lv00)" on our Resource tab and no Function button.

We see the unit, but no volume group in the system, as we feared...
If we try to add it to the NAS its content will be erased, isn't it?
So... there is no exit? Our data are gone for good?? :eek:

Waiting for any info,
UniToV

[To-M]

To gain access to your shares - go to the Resources tab and in Function create new share - uncheck the box "Create default path" there you can see your shares again, then create them.

[UniToV]

http://www.fisica.uniroma2.it/%7Esolare/delmoro/de

We have no Function in the Resource Tab!!
Did we miss something?

UniToV.

[UniToV]

Moreover, in the welcome screen on the NAS, the one which is as follows

Welcome to Open-E NAS
-------------------------------

Model: Open-E NAS ENTERPRISE
Version: 1.89.E000000000.2024
Release date: 2006-07-05
S/N: xxxxxxxxxxx

Network interface:
...

and so on, we read a terrifying phrase on the bottom of the screen:

WARNING: One system file checksum doesn't match the pattern.

Do we have to seriously worry?

[To-M]

Is it possible to send the logs to support@open-e.com and can you enable remote support in the console tools stating issue. If this is not possible please contact Open-E's main number that I supplied in previous emails.

[UniToV]

can you enable remote support in the console tools stating issue.

Do you mean checking this box? (Click on the thumbnail to enlarge the image)

http://img182.imageshack.us/img182/8231/dubbiong0.th.png (http://img182.imageshack.us/my.php?image=dubbiong0.png)

[To-M]

No, this is located in Console, although you can use the remote access feature using the SSH connection and the program Putty. Read the instructions on how to use this. Have you downloaded logs and sent them to support? Or contact them?

[UniToV]

We just sent the e-mail to support.
Remote support feature has been activated.

We _really_ hope you'll find a solution.

Regards,

Gabriele Rizzo
Dario Del Moro

[To-M]

Could you remove the CD-ROM from the unit then restart the Remote Support.

[UniToV]

We've just removed the CD-ROM unit and restarted the support service.

We still retain our hope :o

UniToV