Apologies for the delay - I’ve been on holiday and am just back. I’ll PM you my support case shortly.
To the others -
WD Support apparently doesn’t believe this issue is widespread. In one of the last replies to me on the support ticket, I was told, ‘these incidents mentioned in the community are isolated.’
I’ve sent them additional logs, and the response was, ‘We have escalated the case multiple times with the log files to no avail, since they do not show errors or anything related to the LED [sic]… Please, manually install the latest firmware version for your NAS… If the issue is not resolved, the only solution we can offer is a Failure Analysis that will take place in the USA.’
I replied back asking if the FA could be done on the unit I had just sent back, which had the same fault, or if they would send me a temporary replacement to use in the interim. The reply was that, ‘It needs to be done on the device you have… there is no option for a replacement while the investigation is ongoing.’
I was also told, ‘If this is not a feasible scenario, I am afraid that the only option that you have left is to cover the LCD screen.’
I replied asking what he expected me to do with the 8TB of data I have on the NAS if they weren’t going to give me an option for a temp unit and asked why they couldn’t do the FA on the unit I had just returned, as it had the same fault. I had this response:
'I justo confirmed with my superiors that, in order to make things easier for you, the devices that you have already sent to us through the RMA’s will be the ones that we will ship to the WD headquarters for a Failure Analysis.
‘When the engineering team identifies what the exact issue is and its cause, hopefully you (and the rest of the affected users) will see the results in the next firmware updates.’
So apparently they now can do it on the other NAS I had returned that had the issue.
I’ll be sending him a follow-up a month after the last reply, but I’m getting the feeling this is a brush-off at this point. @SBrown, hopefully you can follow-up on this.
Please, if you are experiencing this issue, log a ticket and quote this thread. The more people who log this fault, the more likely WD is to acknowledge and fix it.