Network Attached Storage (NAS) Disk Failure

The information on this page relates to the failure of a Seagate disk drive in a ReadyNAS NVX Business Edition network attached storage device. If you want information on how to test a removable disk in such a device, see this link.

One of the four Seagate 500GB disk drives in the ReadyNAS NVX started to register Reallocated Sectors shortly after it was installed. These crept up slowly at first, then jumped by a hundred or more. Towards the end of August 2010, the count increased by more than one thousand in one day. Eventually, the device sent an Email saying that the disk in question did not pass the self-assessment test. Note that it did not say that it had failed. The health of the disk on the device web page was still listed as OK.

So what to do?
This device has hot swap disk drives, so this was tested in practice by removing the offending disk and waiting until the disk light indicator on the device started to blink. At this point the device send an Email that the disk had been removed and then another Email saying it had failed. Another equivalent Seagate 500GB disk was attached to the failed disk's carrier plate and the disk re-seated in the device. Nothing happened. The device was left for about half an hour and it was then obvious that the device cannot detect that it needs to re-synchronize a new disk UNLESS the device knows that the disk has failed. Remember, the web page showed that the disk was OK, but the Email sent by the device said the disk had failed. Either this is by design in the current version of the firmware in the device, or the logic in the firmware has a non-determinstic state.

The only thing to do was to power down the device and then power it up again. When this was done, the device did detect the new disk and proceeded to test it (it passed) and then to re-synchronize it with the rest of the disk array (it uses X-RAID). This took 2 hours and 42 minutes.

Testing ths disk
The information in the link above shows how to test the disk with the Seatools for Windows software and with Windows WMI (Windows Management Instrumentation). There are two possible outcomes:

1. The Seatools software fails the disk and gives you a test code, which Seagate require if you want to return the disk for a replacement (if it is under warranty).
2. The Seatools software passes the disk, in which case you are likely to need the device Log (showing the number of reallocated sectors), the Seatools log for the device and WMI information which gives you the actual SMART data in order to convince Seagate that the disk is about to fail. See the Seatools Test Code (item 3. in the list below) for more detail.

To perform the Seatools for Windows tests, the disk is mounted in an external hard disk enclosure and attached by an eSATA cable to a PC running the software (the link above provides the details). In this case, the only tests available for the disk (which Seatools recognises as a SCSI device) are the Short and Long Generic tests. The Short test passed and the Long test failed with a Test Code (it took about half an hour).

Getting a replacement disk from Seagate
You have to get an Order number (which becomes your RMA (Return Mechandise Authorization) number). The link to use (as of the date of this page) is:

Seagate Warranty Returns Assistance

This page has buttons to return a single or multiple disk drives. You will need the disk:

1. Serial number.
2. Model number.
3. Seatools Test Code. If the Seatools tests passed but the ReadyNAS is saying the disk might fail, you can get a self-service test code from the Help! I have no Seatools Test Code link on the web page that is displayed when you click on the Return a Single Drive button.

Note: The numbers above are available in the Log for the specific disk drive being tested and this can be displayed from the Seatools for Windows menu. You can use this log window with the Warranty Returns web pages. All the text from this window can be highlighted and copied it to a text file if you don't want to keep opening Seatools to get the information.

The first thing that is done is to check that your disk is still in warranty. If it is, then there are a number of steps for you to provide the information that Seagate need to ship a replacement drive back to you, to select an address where you can return your failed disk, and to give you your RMA (or order) number. The address to return your disk is selectable from a list and in the UK is likely to be a UPS (United Parcels Service) site. They will then forward your disk to Holland, who will then send a replacement disk back to UPS who will then ship it to you. There are links on the Seagate Order Confirmation page to allow you to:

1. Print the Order Confirmation page for your records.
2. Read PDF instructions for packaging and mailing your return to Seagate.
3. Print a mailing label for the return product information.

The last link produces a page which has your name and address in the top left and the selected UPS site address in the middle of the page (with the RMA number above the address). You need to include this with your disk in the package you send to UPS so that the replacement chain know what the RMA is, the UPS site to return to and UPS can then use it to ship the replacement to you. Note: You MUST use appropriate packaging for the disk. In the case of the ReadyNAS in question, a new disk was bought from Amazon as soon as the original disk started to show reallocated sectors. This packaging was used, and the disk was put in the original anti-static bag. Seagate reserve the right not to replace the disk if it is not packaged properly.

Final points to note
Note1: The replacement disk you receive will be a repaired disk, not a new one. Its warranty period will be the greater of 90 days or the balance of the original warranty.

Note2: The Seagate Warranty Returns Assistance link at the top of this page also has a link to allow you to check your RMA status.

Note3: Seagate will send you an Email on your Order Confirmation. This gives you all the relevant information you need. Towards the bottom of the Email will be the address that you need to send your disk to. It wil start with Order number#: XXXXXX where XXXXXX is the order/rma number on the relevant web page.

Note4: The Email will also tell you to contact the Seagate Customer Service Center (sic) if your disk drive is part of a MIRRORED or RAID system BEFORE returning the drive. The reason for this is so that Seagate can make a note on your order that the disk is from such a device to ensure the replacement disk is compatible. It does seem odd that there is nowhere in the order process that you can tell Seagate your disk is mirrored or from a raid array. A link is provided in the Email which gives the phone number for UK support as: 00.800.4732.4283. This is a Universal International Freephone number (just omit the dots) and should be free from a BT UK landline, but NOT from a Mobile phone (and it might not be free if you use a provider other than BT). As of the date of this page, this number does work. You have to go through the normal process of selecting options to get to the right service desk and a real person. The other methods of contact are: Internet CHAT; Send an Email to Seagate (but you have to register). There is a Sales Office link on the page accessed from the link given in Seagate's Order confirmation Email to you, but a Google search indicates that you will be forwarded to the freephone number. There is an alternative Email address you can try: DiscSupport@seagate.com.

Note5: The order/rma number is valid for 30 days from the date of confirmation of the order.

Note6: Your disk drive will have partitions which contain data. Before you send it to Seagate, you might want to wipe the data from one or all of the partitions. On the 500GB disk drive which is the subject of this web page, there are three partitions with the following sizes: 4GB; 512MB; 462GB. A decision was taken to only wipe and delete the largest partition. See Wiping data from a partition for more information.

**** Update 03 Sep 2010 ****
The 500GB Seagate disk drive was sent to UPS Coventry on 01 Sep 2010 by Royal Mail Special Delivery at a cost of GBP 6.70 and to be delivered by 13:00 the next day. On 03 Sep 2010 (a Friday) Seagate sent an Email saying that a replacement RAID 500GB disk drive had been shipped as a replacement. Delivery date to be determined.

**** Update 08 Sep 2010 ****
Ah, trials and tribulations. On 06 Sep 2010 (a Monday) DHL Global Forwarding send an Email saying that the replacement disk drive was to be delivered on 08 Sep 2010 (a Wednedsay) by 18:00. Well, that time came and went. No package was delivered. The DHL tracking page said it was "With delivery courier" and timed at 12:17. So I found an Email address for DHL Global Forwarding and sent them an Email about the non-delivery at 19:57. At 20:01 I received an auto-reply from them saying they had received my Email but, and I quote:


Great. I find another Email address, after poking around the DHL web site (UKCustomer.Focus@DHL.com) and send the same Email to them. I get an auto-reply at 21:34 telling me they will action my Email within 24 hours (Monday to Friday). To be fair, I did eventually find a link (in very small type) on the "Contact Us" page to "File a Complaint", but its one of those pages where there are lots of required fields and no indication of how many characters you can type into the comment box. I don't like them, give me an option to either send from my mail program to an Email address, or a web page containing only a field to type in the shipping number and a box to type in a reasonable amount of text (say 4KB). I don't even mind if I have to type in those "obscured" words to ensure I'm a "real" person. There is also a phone number but it doesn't say if its toll free or not.
Oh well, wait and see what happens tomorrow.

**** Update 09 Sep 2010 ****
At 08:05 there is a knock on the front door and a young woman driving a white car hands me a package containing the Seagate disk drive. Only 14 hours late and fortunately I'm in and able to take delivery. Not what I'd expect from a company claiming to be a world leader in freight delivery, but then there are DHL Express web adverts saying Work avaliable as a home based delivery agent. Typical earnings of GBP 300, so that probably explains the white car. So I send a new Email to the Customer Focus address telling them that the package has arrived. The DHL tracking page shows exactly the same information as it did the previous evening. In my Email I provide a suggestion on how to improve it. Include the agreed delivery date and time on the tracking page, then whoever is tasked by DHL to deliver the package can see what is expected of them and use some initiative to get the delivery done on time. I half expect a reply from DHL saying that they cannot do this because it might compromise security.

Well, you have been warned. With luck, you might get your delivery on time. I also sent an Email to the DiscSupport@seagate.com address because my experience tarnishes their reputation. If your delivery is late, consider doing the same thing.

Final point (1): I get a reply from DHL (at 11:00) telling me that my complaint has been passed on to the Customer Relations Department. Guess what?, they have another Email address of gb.customerrelations@dhl.com. I couldn't find it on the DHL web site, but at least you now know.

Final point (2): I decided to seach the web for gb.customerrelations@dhl.com. As of 09 Sep 2010 there are just two items, but one is about an Acer notebook damaged in transit by DHL. Its an interesting read and gives details on how to get satifaction. See this link. Note: Browser security. I always browse unfamiliar web sites with "Scripting" turned OFF. However, you might still get tracking Cookies, so it is important that your Anti-Virus software is up-to-date.

Final point (3): Well, DHL updated their tracking page for my package and guess what? It says that I signed for it on 08 Sep 2010 at 17:00, which is TOTALLY UNTRUE (and I have the Email messages and data to prove it). Incensed? You bet I am.