What started out as a case of My Live Duo not showing up after the last Windows 7 patch became a big nightmare after WD technicians took over my machine virtually and did some settings changes.
Suffice to say their advice was ■■■■. I spoke to 6 technicians and each gave me conflicting information.
Below is a chronology of events
-
Windows 7 patch led to NAS network connection issues. I could read and write old files on the NAS, but the NAS does not appear as an optional device for “Save As”
-
WD technicians then created a short cut onto my desk top, allowing me to save files
-
New Problem. After a few days, NAS slows to a crawl
-
WD technician tells me to Change Ethernet Cable and do a Reboot of the NAS. Red light shows up right after reboot and says “Drive Smart Failure. Data Volume Failed to Mount. Storage Failure”.
-
Did a short and long test of the NAS. Shows “Internal Server Error. Retry last operation”, Light now changes from Red to Solid Yellow.
-
Did two reboots. And it shows “Error 31001. Timeout waiting for reboot. Make sure light not red, then find drive on Network and reinitalize”. note NAS still shows up on Windows, but as a Media Device
-
Light was amber, so I closed the interface and relaunched the app. NAS now disappears from my windows totally and also disappears from my Router homepage.
-
Called WD and technician says its the enclosure that is Kaput. Says I can buy any enclosure…does not need to even be from WD. Slot the HD in and it will work. he assures me data is safe.
-
He also suggested I take it to a computer shop and ask them to mount the disk on a Hard Drive enclosure and see if I can recover the data.
-
Did that at BestBuy. Technician hooked up both HD. This is where it gets strange. he can see both drives, can see the partitions, but he could not access the files. But the strangest thing is both HDs (set on RAID 1) shows they do not contain data
-
Took that information back to WD technician and this new tech tells me that I cannot just put the HDs into any branded NAS enclosure…it has to be a WD Enclosure. So I ordered the latest WD enclosure as the live Duo was no longer available.
-
While waiting for the WD enclosure to arrive, called WD again and new technician says I cannot just put the HDs into a different model WD NAS…that doing so will format the drives…lucky for me, I double checked. after looking through case files. he concludes that its an enclosure failure. Not HD failures. All this while… no change…NAS cycles through Blue, but then remains Yellow.
-
Technician says its because system is trying to reboot, but OS corrupted…next option. Find an exact same enclosure. He ensures me that its the enclosure…not the drives
-
Found an exact same enclosure off the used market…and tried slotting in the HDs. No Change. Nas goes from Blue…to solid yellow and cycles…
-
Contacted WD and new tech tells me that its likely that BOTH Enclosures are faulty (whats the likelihood of that)??..assures me its not HD issues…
-
Final Techician then says best bet is to send for data recovery??? And sends me links to 3rd party recovery software and locations…
Any advice from the community??? Im totally drained from being given the run around…