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Observed problem with Long Filenames; Warranty Repair is sluggish.
on March 29, 2013
06/01/2013 - PLEASE SEE UPDATE AT END OF REVIEW.
I received my Seagate Business NAS (SBNAS) on February 26 of this year. It was a 2TB + 2TB Raid 1 (2 bay). The firmware was 2013.60193. I set up the Public folder with Media Server and Recycle Bin Manager enabled. I began using it by copying a number of music files and picture files from another NAS, and then extracting additional music files directly to the Seagate Business NAS. I was having difficulty getting the extraction process the way I wanted, so I ended up deleting a large number of music files, which went into the recycle bin. My first indication of trouble was when I discovered that I could not delete the files from the recycle bin. After a nice discussion with Seagate Technical support, we mutually agreed that the simplest thing would be to rebuild the volume on the SBNAS. I did this. (It took about 7 or 8 hours) The music files I was creating ended up having pretty long filenames, and I suspected that might be part of the problem. I did a lot of testing by varying the length of filenames and whether or not deleting these files caused difficulty with the Recycle Bin Manager. (In particular, the ability to Undelete). I was able to determine that if the filename plus extension was 127 characters or less, no problem occurred, but 128 characters or more caused problems. The additional length caused by folders names and a drive name did not seem to affect the 127/128 character filename breakpoint. I felt this information indicated a possible problem in the firmware, such as using a signed byte data rather than an unsigned byte or integer data type. I was not getting anywhere pursuing this theory with first line technical support, so on the third call ( on 03/13) I requested escalation. I explained my theory to this person, who agreed to try to duplicate my test results. I called once, a few days later and was told that no test results had been returned. I still have not heard of any results. (03/29).
I rebuilt the volume again and planned to try to use the system, carefully avoiding long filenames. I had been using a 1 TB Seagate Backup Plus as a USM. I found out by testing, that doing a NAS to USM transfer would put the NAS into a state where it could not be rebooted or shut down. It could not even be shut down using the power button on the front of the system. Interestingly, doing the transfer did not cause this problem if the transfer was a small number of files. I was trying to back up the picture files on the NAS, and there was quite a large number of these. I did no tests to try to determine the break point.
Since I had carefully avoided files with long names, in a discussion with Seagate Technical Support we mutually agreed that there could be a problem with the NAS itself, not necessarily the same problem as with the long filenames. After this conclusion I began the process of returning the NAS under warranty.
I received confirmation from UPS that someone (HDZ) had signed for the NAS at 10:124 AM on 03/25/13. Thirty-six hours later, after checking the status on the Seagate Warranty Return Status web page, I saw that the status said that they were still waiting on return of the NAS. I called Warranty Service and spoke with someone who told me that my package was probably still on the dock, and that I would receive an email when they got to my NAS. I was also told that if I had not received an email by the middle of next week (which would be about 04/03/13)that I should call back.
So, here it is over a month after receiving the NAS and I still do not have a working NAS. Actually, I don't even have a NAS. Needless to say, I am not happy about the situation.
I have read several of the other reviews here on Amazon, and no one seems to have had my problem. I agree on the poor quality of documentation noted by several others. I would have to add that I have experienced a lack of follow-through on the long filename testing issue, and a very sluggish response for warranty replacement. I do not feel that, at least based upon my experience with this single instance, that this product qualifies to be called a "Business" NAS. The limited hours for technical support would be an additional problem for a business.
I am adding an ADDITIONAL COMMENT today (04/15/2013) concerning the sluggish response for warranty replacement. I would caution anyone considering a warranty exchange to call the warranty exchange department to verify that they have your product in their inventory. They received my returned Seagate Business NAS on 03/25/2013. Today, I received an email stating that "...unfortunately,we will most likely not have inventory for your drive for 2-3 weeks." Since they received my drive about 3 weeks ago, they are saying that their current turnaround time for warranty exchange is about 5-6 weeks.
I am adding an ADDITIONAL COMMENT today (05/02/2013) concerning the sluggish response for warranty replacement, as well as other problems. I finally received the replacement on 04/30/2013, 50 days after Seagate received my unit in McAllen, TX. The firmware version on the replacement was 2013.60048. I downloaded and installed 2013.60193. That night, there was an automatic upgrade to 2013.60256. The problem with long filenames/recycle bin manager has not been resolved in that latest release. The problem with large transfers and resulting inability to reboot or shut down as reported in another review has not been resolved either.
06/01/2013 - ADDITIONAL UPDATE:
This is a summary of the problems I have experienced with this 2 TB RAID 1 Seagate Business NAS, with firmware version 2013.60256. Currently I am using 22% of the 2 TB.
1. Filenames longer than 127 characters are not compatible with the Recycle Bin Manager, causing erroneous behaviors.
2. The NAS will not reboot, shut down, or turn off with the power switch. The only recourse is to disconnect the power. This behavior does not always occur, but has occurred multiple times, for reasons that are inconclusive.
3. Destination files of a NAS to USM transfer may be corrupted or may not get copied. This behavior does not always occur, but has occurred multiple times, for reasons that are inconclusive.
4. Attempts to format the USM using the NAS function are not successful. This behavior does not always occur, but has occurred multiple times, for reasons that are inconclusive.