I'm facing probably the most frustrating technical support process I have ever encountered (outside of Comcast).
My Drobo stopped sharing out my Shares after doing a firmware update. I was told by a member on another forum to do some troubleshooting which ended up putting me in a worse place. Basically they told me to pull one drive and put it with a new drive in the same drobo and have it "rebuild" from that single drive. Clearly that only caused more issues. I was then told by Drobo support to "shut down" the Drobo during data recovery which seems to have made poo even worse.
So here is my current setup:
Drobo FS - 4x 1TB & 1x 500GB
One 1TB drive was removed - see above - and is likely not good anymore.
I have 1 previously removed 1TB drive that has "failed" (blinking red) and was replaced by the 500GB.
I have spent the last week+ trying to troubleshoot with Drobo and keep getting handed off to new techs vs escalated to an engineer and asked to do the SAME troubleshooting over and over and over and over again. Which is extremely frustrating.
The data on this drive is irreplaceable and the "backup drive" that I had was used without my permission to build a desktop PC (read: GONE).
** I can't find a way to upload the files but can post whatever needs to be posted via copy paste **
Here is the chat history so far:
Customer Annie St.Clair via CSS Web 04/12/2015 06:13 PM
Brad,
The step you have asked me to do has already been attempted by both the first AND second rep who has attempted to help me.
PLEASE read all of the ticket notes. PLEASE escalate this ticket to an engineer. This is NOT a simple fix.
I believe we need to clone failed drive 9VP64CGX to rebuild the array. This is what the FIRST technician (read the chat.txt) concluded.
Response Bradley via Email 04/12/2015 05:54 PM
Hello Annie St.Clair
Thank you for the update. The latest log file shows that the Drive in bay 5 with serial number 9QJ05C84 is the issue. Please power down the unit and eject this drive. Boot the unit with the remaining drives and upload a fresh diagnostic file for review.
1. In Drobo Dashboard select the Help and Support screen (on the left)
2. Select the Drobo you want to run the diagnostic for from the Drobo down list.
3. Select the Get Diags button.
Kind Regards,
Brad D.
Technical Support Agent
Drobo Documentation: http://www.drobo.com/start/ ;
Drobo Resources: http://www.drobo.com/resource-center/
Transporter User Guide: https://support.filetransporter.com/user_guide
Customer Annie St.Clair via CSS Web 04/11/2015 03:48 PM
Okay guys, I've sat on two chats in the last 48 hours - both failed to get me to a rep and said "we're busy leave us your email" no one has gotten back to me.
I've called twice - sat on hold 45 mins and 90 mins respectively.
PLEASE ESCALATE THIS TICKET!
Customer Annie St.Clair via CSS Web 04/10/2015 01:57 PM
Also so far we are just duplicating efforts already done by the rep that previously helped on this case. That step was done and the logs attached as "Possible mixed pack".
Are you the escalated engineer that was supposed to contact me? I really don't want to have to go through all of the same troubleshooting with hours of delay inbetween if we've already covered all of this.
Customer Annie St.Clair via CSS Email 04/10/2015 01:45 PM
I get the following error:
All lights are SOLID RED.
Attached are the diags.
I am currently home and able to quickly troubleshoot if you'd like to do so via a call please let me know - 2063695302
On Fri, Apr 10, 2015 at 12:19 PM, Drobo Technical Support <techsupport@drobo.com> wrote:
Response Russell M. via Email 04/10/2015 12:19 PM
Hello Annie St.Clair
Please shut the Drobo down and install the following drives
9VP5ZGBT
5QG09S6P
STF604MH08RM6B
6VP4E1N7
9QJ05C84
What are the lights showing with these drives. What color are the lights?
Is the Drobo rebooting with these drives installed?
Kind Regards,
Russell M.
Technical Support Agent
Drobo Documentation: http://www.drobo.com/start/ ;
Drobo Resources: http://www.drobo.com/resource-center/
Transporter User Guide: https://support.filetransporter.com/user_guide
Customer Annie St.Clair via CSS Web 04/10/2015 10:26 AM
Russell M. are you available today after 3PM (Pacific) to work on this issue live with me?
Customer Annie St.Clair via CSS Web 04/09/2015 08:52 PM
The "read only mode" diags are already attached to the case and I was unable to access my data previously with the 5 drives inserted (see "possible original pack" diags). No change has been made to the system post upload.
I have attached diags for bay 4 empty in RO mode, I am still unable to access my data.
Response Russell M. via Email 04/09/2015 04:15 PM
Hello Annie St.Clair
Please shut the Drobo down and put the Drobo in read only by following the steps below:
In order to help resolve your issue we will need to do a couple of things. The first step is to get a diagnostic file in read-only mode (procedure below), this will determine next steps. If you are uncomfortable following the below procedures please call (866) 426-4280 and refer to this Incident #150407-000197 so that I can answer any questions that you may have.
Please follow this procedure to put the Drobo into Read Only mode:
Put your Drobo into Standby/Shutdown via the Drobo Dashboard (if it's not already) and remove the power. With the Drobo completely powered off eject your drives at least 1 to 2 inches.
How do I safely shut down my Drobo device? https://myproducts.drobo.com/article/AA-01686
Power up the empty Drobo.
Once the Drobo connects to the Drobo Dashboard, double-click the Drobo icon and press keystroke: CTRL-ALT-SHIFT-R in Windows or CTRL-OPTION-SHIFT-R if you are running Macintosh.
You should get two prompts, one right away, and one a few minutes later. Please click to reboot the Drobo at that time (if you don't get the second prompt for 5 minutes standby the unit using Drobo Dashboard and then cycle the power).
Once the Drobo connects to the Drobo Dashboard please check that the Drobo is in read-only mode (RO) by looking at the name of the Drobo in the Status or Capacity screens and verifying that there is an (RO) after the name. If it is not in read only mode please start over at step 4.
Once verified Drobo is in Read Only (RO) Mode, put Drobo into Standby. Once in Standby/Shutdown disconnect power. It is Critical that step 5 above is confirmed. Data loss can occur if the Drobo is not in read only mode.
Once the drives are securely seated in the Drobo, power On the Drobo. The Drobo should connect to the Dashboard. Once connected to Dashboard please generate a diagnostic file and upload it to the case (procedure below).
Answer Title: How can I add attachments to cases submitted via the customer portal?
Answer Link: https://myproducts.drobo.com/article/AA-01712
Answer Title: Drobo Support asked me to generate a diagnostics log and send them an email with the results. How do I do that?
Answer Link: https://myproducts.drobo.com/article/AA-01504
After the Drobo boots are you able to access your data? If so please begin copying the data to another location.
If the Drobo does not connect to Dashboard with drives installed please:
- Properly Shutdown the Drobo.
- With Drobo powered off eject the drives.
- Power up the Empty Drobo and generate a diagnostic and upload it to the case.
- Properly Shutdown Drobo and wait for next steps.
Please shut the Drobo down and remove the drive from the 4th bay from the top.
Power the Drobo on with remaining drives.
Please let me know what the drives are doing at that time.
Submit a fresh diagnostic file with the drive ejected from bay 4.
You may reply to this email to update the case.
Kind Regards,
Russell M.
Technical Support Agent
Drobo Documentation: http://www.drobo.com/start/ ;
Drobo Resources: http://www.drobo.com/resource-center/
Transporter User Guide: https://support.filetransporter.com/user_guide
Customer Annie St.Clair via CSS Email 04/09/2015 08:36 AM
Any update?
On Wed, Apr 8, 2015 at 4:21 PM, Drobo Technical Support <techsupport@drobo.com> wrote:
Response Stephen via Email 04/08/2015 04:21 PM
Hello Annie St.Clair
Thank you for the update, I will be asking higher support to review this case to determine our next steps. Either I or they will be in contact as soon as that review can be completed.
I apologize for the delay but I want to make certain to get this resolved correctly, as quickly as possible. While we are getting the review done please let us know if anything changes. Case reviews are usually done same day but it can take longer under certain circumstances. Your issue is important to us and we will be in touch as quickly as possible.
Thank you for your patience.
Kind Regards,
Stephen P.
Technical Support Agent
Drobo Documentation: http://www.drobo.com/start/ ;
Drobo Resources: http://www.drobo.com/resource-center/
Transporter User Guide: https://support.filetransporter.com/user_guide
Customer Annie St.Clair via CSS Web 04/08/2015 04:14 PM
ea11001e(52) is the S/N of the power brick ea11001E-120 is the MODEL.
Please advise next steps.
Customer Annie St.Clair via CSS Web 04/08/2015 12:28 PM
When did you first notice this issue?
After the latest Firmware update.
In which of the following ways is the Drobo connected to the computer:
Ethernet directly to the computer
Ethernet to switch or router
I have tried both. Same behavior.
What is the part number (P/N) and/or model number (MODEL) on the Drobo power brick?
I will update this when I arrive home ~4pm Pacific.
Is the Drobo connected to a UPS, a wall outlet or a power strip?
Professional level surge protector.
Response Stephen via Email 04/08/2015 11:21 AM
Hello Annie St.Clair
Thank you for updating. I've read through your chat with Sebastian and looked through the Logs, however in order to escalate your case I will need the answers to the questions I've sent you.
When did you first notice this issue?
In which of the following ways is the Drobo connected to the computer:
Ethernet directly to the computer
Ethernet to switch or router
What is the part number (P/N) and/or model number (MODEL) on the Drobo power brick?
Is the Drobo connected to a UPS, a wall outlet or a power strip?
Kind Regards,
Stephen P.
Technical Support Agent
Drobo Documentation: http://www.drobo.com/start/ ;
Drobo Resources: http://www.drobo.com/resource-center/
Transporter User Guide: https://support.filetransporter.com/user_guide
Customer Annie St.Clair via CSS Web 04/07/2015 08:13 PM
Stephen,
I have worked with Sebastion via chat. We have ruled out an IP or power issue. We believe this is an issue with a failed drive that may need cloning and a drive that is not part of this pack. Please see attached chat.
Customer Annie St.Clair via CSS Web 04/07/2015 07:45 PM
As requested.
Response Stephen via Email 04/07/2015 07:02 PM
Hello Annie St.Clair
Thank you for contacting Drobo Technical Support. I see that your Drobo is registered and is currently covered under standard warranty. In order to determine if this is a hardware issue we will need to test a couple of things.
Please describe the issue you are having and describe any symptoms that you have observed.
When did you first notice this issue?
Were any changes made by you to try to fix this issue?
Which lights are on and/or blinking on the Drobo and what colors are they?
(You may need to remove the Drobo’s face plate to see all the lights)
Do you have a complete and current backup of all data stored on the Drobo on another Drobo or storage device?
What operating system are you running? Version?
(Apple; About this Mac or Windows; Start - Right-Click Computer - Properties - General Tab)
What are the IP address(es) and subnet masks of the Drobo?
What is the IP address and subnet mask of the computer running Dashboard?
In which of the following ways is the Drobo connected to the computer:
Ethernet directly to the computer
Ethernet to switch or router
What is the part number (P/N) and/or model number (MODEL) on the Drobo power brick?
Is the Drobo connected to a UPS, a wall outlet or a power strip?
Please follow this procedure to generate and upload or email a diagnostic file to your support portal account:
How do I generate diagnostic logs, as well as Mac & Windows System logs ?
So that you are aware, if it is not a hardware issue then DroboCare will be required in order to continue troubleshooting. If you would like to have 24x7 support entitlement and extend your warranty please review http://www.drobo.com/support/drobocare/ for more information or alternately you can login to your support account (http://support.drobo.com/app/utils/login_form) and purchase DroboCare from your registered devices page.
Kind Regards,
Stephen P.
Technical Support Agent
Drobo Documentation: http://www.drobo.com/start/ ;
Drobo Resources: http://www.drobo.com/resource-center/
Transporter User Guide: https://support.filetransporter.com/user_guide
Response Amy S via Email 04/07/2015 06:57 PM
Thank you for contacting Drobo Technical support.
This is a confirmation email that the case ( 150407-000197 ) has been created for you today.
You may also contact support online at: The Drobo Support Portal
For current Firmware, Dashboard software, on-line documentation for current and legacy devices and many other resources please visit: http://www.drobo.com/start/
Additionally we have the following on-line resources available 24 hours a day:
Drobo Knowledge Base
Drobo Drive Capacity Calculator
Selecting Drives For Your Drobo