Question regarding the FAN used by WD My Cloud EX2


#14

Well, as painful as it’s going to be (I’m in Dubai and the unit came from Amazon) but it looks like RMA is in order. As soon as the drives hit 45C I get errors accessing the data. It’s impossible to copy/move large files (leave alone working with them). Network error? Nope, nothing wrong with the network - I can view the very same file with no problems whatsoever. This is attempting to move the file back to my PC:

Capture.jpg

The small fan spins up at the start up and then never moves. This should have been fixed ages ago with the firmware updates. Now I have no warm fuzzy feelings about safety of any data in the unit.

Strange that, say, Synology’s DS412+ sports 2x 100mm fans in the back to keep the drives in reasonable temperatures and WD opted for a tiny fan which is not even running when it is needed…


#15

It’s too bad WD does not lower the “fan start temperature” or better yet, allow allow us to change (lower) the temperature threshold for fan startup somethere in the firmware or at the very least a “config” file in the operating system.

What’s really a shame is that WD does not offer any comment and/or advice on this thread, which contains some good information from group of EX2 advocates who wish to improve the EX2.


#16

so… just to be sure.

The fact the the speed is 0 rpm is normal since the fan start at some defined temperature.

So this is not  a problem or issue is just as configured by wd.

Right?


#17

Looks that way - I took the cover off of my unit and it (the fan) definitely spins up at start up of the unit. Then stops and does not move at all. This proves that the fan is actualy working, just not set to run. I haven’t had the unit up to the temps which would start it up - it kinda dies for all intents and purposes above 50C (failed file transfers, alleged network connection issues etc.)

Taking into account that the drives rated to up to 70C max operating temperature setting the fan to start at 56-57C looks like a miscalculation of sorts…


#18

Lynxair, I think you are 100% on target.

This is why I wish WD would chim in on this point and better yet, give us the ability, either in the UI or an INI file in the O/S, to asjust lower the fan start temperature.


#19

I agree with MrqDude’s idea to have an user-driven fan control. Being a very recent owner of a QNAP NAS, I am starting to appreciate the finer attention to details in a QNAP’s firmware - like the flexibility over fan control. Something like what I get there (see pic below - or until a mod approves the pic you can see it here ->  http://imgur.com/eHEkzO2 ) would be an excellent improvement over WD’s present fan control where we are left in the blind about fan control threshholds. Currently on EX2/EX4/Mirror, we just know current drive temp and fan RPM (QNAP provides those two live metrics as well but you can set your own thresholds for fan control, if you like).


#20

Thank you Cybernut1, I too am a Qnap owner (TS-269) and have resisted making public comparisons between the EX2 UI and the Qnap, but it is becoming more and more frustrating to see no response from WD on this subject.

To the WD staff, you have some highly experienced & enthusiastic NAS users who are also EX2 owners and are posting in these forums. We are highlighting a few issues that will enhance the stability / usability of the EX2. Other NAS manufacturers do provide some interaction (limited and measured) with their respective forums, we would love to see you do the same as we all wish to see the EX2 become a great product.


#21

I just concluded a pleasant 20 minute call with a WD tier-2 technical support person regarding this issue. I gave him a background of my experience up to this point and told him about returning my first EX2 because the tier-1 WD support person thought my fan was defective.  In retrospect after purchasing a second EX2 I can say with a high degree of confidence the fan in my first EX2 was probably not defective.  I also emailed him a link to this two-month discussion because it contains some helpful information including a suggested solution.

The technician committed to escalating the issue, so at this point all we can do it wait and see how WD responds.


#22

Thanks for following up with WD support, MrqDude…though I haven’t been too worried about this, but it would be a nice-to-have feature if they offered a user-customizable fan-control.


#23

MrqDude wrote:

I just concluded a pleasant 20 minute call with a WD tier-2 technical support person regarding this issue. I gave him a background of my experience up to this point and told him about returning my first EX2 because the tier-1 WD support person thought my fan was defective.  In retrospect after purchasing a second EX2 I can say with a high degree of confidence the fan in my first EX2 was probably not defective.  I also emailed him a link to this two-month discussion because it contains some helpful information including a suggested solution.

 

The technician committed to escalating the issue, so at this point all we can do it wait and see how WD responds.

On page 57 and 58 of the user manual, it shows you how to check if your temperature and fan are working normally.  The device is designed to warn you of any issues with your system.  You might want to read through it for more general information. 

http://www.wdc.com/wdproducts/library/?id=445&type=25

Operating Temperatures

Operating temperature:

5° C to 35° C ( 41° F to 95° F)

Non-op. temperature:

-20° C to 65° C (-4° F to 149° F)

I would assume that as long as the ambient temperatures don’t exceed the recommendations, you should be fine.  Also, if you are experiencing hotter temperatures coming off the device, you may want to make sure that it has plenty of room for venting any heat.


#24

I just purchased a WD My Cloud Mirror 8TB (which, if I’m not mistaken, is physically identical to the EX2) and am noticing this exact issue. My drives are staying around 47-48C in well ventilated area with ambient temperatue around 21C. The fact that the fan has never turned on is a bit of a concern to me as well so I’m curious to hear what WD’s official response will be.


#25

Did you somehow miss WD’s official response right above your comment??


#26

Lol, Cybernut1 I did not miss it though forgive me if “I would assume that as long as the ambient temperatures don’t exceed the recommendations, you should be fine” doesn’t reassure me at all when discussing NAS backup solutions. 


#27

ogunther wrote:

…“I would assume that as long as the ambient temperatures don’t exceed the recommendations, you should be fine” doesn’t reassure me at all…

I agree about the ambient temps point…doesn’t exactly reassure me either :slight_smile: Still wanted to be sure that you noted that THAT was the official WD response, since you said, “so I’m curious to hear what WD’s official response will be”.


#28

Yeah that was poor phrasing on my part; I should have said “any additional official comment”. :smiley: When the stated operational temperature is 5° C to 35° C and most of us are reporting temperatures 10 to 15 degrees warmer than that (or more), something appears to be off. As others have said, lowering the threshold for the fan to kick on would seem to solve (or at least help quite a bit with) this so I’m hoping there is a firmware update in the near future to fix that.

For what it’s worth (and I can’t remember if someone else already reported this) but WD Red NAS drives seem to have an operating temperature of 0° C to 65° C according to the spec sheet (here:  http://www.wdc.com/wdproducts/library/SpecSheet/ENG/2879-800002.pdf),,) so that makes me feel a little better.


#29

I have just bought a My Cloud Mirror with the exact same problem. I would like to share some of my findings.

From the dashboard, there is a process list with one called fan_control. It seems to be related to the fan problem.

I enabled the SSH and then login. Type the command will show a list of available options. There are many for temperature and fan control.
     ~ # fan_control -?
     *** Fan Cobtrol Help Message ***
     fan_control b c: for NAS booting
     fan_control 0 d : [auto: low/medium/high/max] open debug msg
     fan_control 0 c : [auto: low/medium/high/max] close debug msg
     fan_control -L [value] : set Lower (THYST)
     fan_control -H [value] : set Upper(TOS)
     fan_control -g 0 : get current temperature
     fan_control -g 1 : get Lower temperature
     fan_control -g 2 : get Upper temperature
     fan_control -g 3 : get fan state
     fan_control -g 4 : get fan rpm
     fan_control -f 0 : set fan stop
     fan_control -f 1 : set fan rpm4000
     fan_control -f 2 : set fan rpm5000
     fan_control -f 3 : set fan rpm6000
     fan_control -f 4 : set fan rpm7000
     fan_control -f 5 : set fan rpm8000
     fan_control -f 6 : set fan rpm9000

The command “fan_control -f 3” can manually turn it on. Its noise and air flow can be easily detected. The larger the number, the faster is the fan speed. The command “fan_control -f 0” can manually turn it off. The fan is working !!!

The commands “fan_control -g 0” would give the hard drive temperature. “fan_control -g 4” give the fan RPM. The figures are the same as in the dashboard.

Using these commands, I have managed to bring down the temperature from 55 back to 45 manually.

So the problem is not in the fan but in the automatic temperature control. Perhaps some DIY people can write a background monitor program to check the temperature and change the fan speed periodically.

Another finding is a file called /etc/fan_temperature.txt  Its contents is here:
     ~ # cat /etc/fan_temperature.txt
     TEMPERATURE_STOP = “39”
     TEMPERATURE_LOW = “45”
     TEMPERATURE_HIGH = “49”

However, I have not tested whether this text file is for documentation only or it has any real threshold function.

Hope these findings would be helpful to you all.


WD my cloud mirror 4 TB Lüfter
Sigh
#30

Exellent twins - I knew that it was controlld by the program fan_control and had even examined its code a little bit but never thought of checking its usage as you did.

Also, excellent finding on the temperature.txt - /etc is where configs are normally stored in Unix/Linux systems, so my hunch is these in the text file ARE the elusive configs that some of us on this thread were looking for so far. Just keep in mind the whole /etc directory tree gets tossed after a reboot and is recreated…unless you save your specific edited configs to a persistent location like in /usr/local/config/. 

Most excellent and thank you. Kudoed you.


#31

So for us EX2 novices, is there anyway to control the fan speed any better? 

MY unit is sitting on the top vent of my PC where I have 2 4"fans blowing air through it to keep the PC cool.  My RAID has been rebuilding non stop since Monday and my HDD’s are 52 and 48 and fan speed is 0.


#32

EXCELLENT WORK twins!!!

I like Cybernut1 also believed there must be some kind of software/firmware controlling the fans.  I think of the countless hours I’ve spent speaking with completely uninformed WD support techs (at different levels), customer service people, etc., saying over and over there is not a hardware fan problem with my EX2, there must be some kind of fan control software we can tweak to resolve the overheating issue.

Think about how much money WD is wasting by telling customers their units are defective and to return them for a refund or replacement. The product manager for the EX2 should be slapped for this bonehead design flaw, especially since it appears fan control could easily be incorporated into the UI.

To the EX2 product manager - take a page from your competitors like Qnap whose firmware allows for fan control adjustments (IN THE UI), especially for those of us who live in hot weather areas.


#33

MrqDude wrote:

EXCELLENT WORK twins!!!

 

I like Cybernut1 also believed there must be some kind of software/firmware controlling the fans.  I think of the countless hours I’ve spent speaking with completely uninformed WD support techs (at different levels), customer service people, etc., saying over and over there is not a hardware fan problem with my EX2, there must be some kind of fan control software we can tweak to resolve the overheating issue.

 

Think about how much money WD is wasting by telling customers their units are defective and to return them for a refund or replacement. The product manager for the EX2 should be slapped for this bonehead design flaw, especially since it appears fan control could easily be incorporated into the UI.

 

To the EX2 product manager - take a page from your competitors like Qnap whose firmware allows for fan control adjustments (IN THE UI), especially for those of us who live in hot weather areas.

Agreed; even though I know mine isn’t defective I’m still thinking about returning it for this exact reason (and replacing it with a competitor’s) because I don’t want my NAS to be overheating even if the impact is (supposedly) minimal: why would anyone want to add additional, unnecessary risk of failure? Makes no sense! That type of mentality makes the whole setup suspect.