BlackArmor NAS Network Storage Server

[Alphadog]

OK, second refurbished BA 420 NAS - trying to setup global access. Doing it 100% per instructions and it does not work - fails with username/pwd error.

1. Login as admin and enable global access

2. Create user account

3. Create Global access account via Seagate web site

4. Login to NAS using normal user account (not admin)

5. Enable Global access

6. Input email address and pwd used for Global Accesss Website

7. Hit submit

8. ERROR:

Unable to update. Make sure that a Seagate Global Access account exists and that the email address and password are correct.

The first NAS I still have here and it does the same thing. Called Seagate, they took my MAC address and said they had to swap it out. 2nd one does the same thing.

This should be stupid simple - the NAS shoud login across the internet - standard stuff. I doubt my router is doing this - all my other devices in my house make outbound connections just fine (TV, Xbox, WD TV live, etc.)

I have tried loggin in to the GA website at the same time, updating firmware, bouncing router, running out of ideas.

As a System/security engineer this stuff should be easy - but Seagate has ZERO diagnostics.

Any ideas?

[CyberMaxX]

Alphadog -

You can try to eliminate if it's the router - try putting the NAS's IP address into the Routers DMZ and see if it works.

Also, try using all lowercase letters when you setup your email address and password.

Have to agree about diagnostics would be nice if the NAS had some sort of simple diagnostic feature.

Like my XBOX, run a test to show that it has connected to my home network, sees the router, sees the internet and sees the xboxlive service with a simple little bar filling up and going across the screen at each major point

[Alphadog]

All lower case already - tried the DMZ - still no go.

One post somewhere mentioned that Seagate had to reset something in regards to Mac address. I can believe that. What I can't fathom is WHY they would RMA a unit for not being able to access the Global Access site.

No matter how bad this thing is fubar'd, software should fix it without having to send them back. Now i have 2 units that are behaving the same way, I don't think Seagate has a clue. I would run a packet analysis or telnet in and grab logs if someone can tell me where to look.

[Alphadog]

I thought maybe a Seagate person could help me, but now i have to call support.

Somewhere someone had posted that Seagate had tied accounts to device MAC addresses. I wonder if all these refurbed units still have other accounts tied to the MAC address - it would explain why I can't log in with one. But that would be a stupid design - although................

[Alphadog]

Maybe this will help someone else:

The MAC address of the unit is tied to the Global Access account, so apparently some refurbished units, were not properly "untied" to these accounts. The only recourse is to get a new one. So Seagate is shipping me a 3rd unit.

Hopefully 3rd time is the charm. I will report back just to save someone some grief.

At least the technician took the MAC address right away (over the phone) and immediately told me it had to be replaced to fix this issue. I would think they could just delete a DB entry, but apparently not.

[Alphadog]

hahaahahahahahhaahahaha

3rd NAS same issue!!!!!

I guess I will call and be told the MAC address was used previously and send number 2 back (keeping 3 until they replace it)

This is costing you guys a lot in shipping.

[Alphadog]

4th NAS on the way... they have assured me that the issue is corrected. I will know tomorrow.

[Alphadog · Accepted solution]

4th NAS was also a refurb from the same location. Even though they assured me it would be fixed, it was not. They took the serial and Mac address and said "Yep, it is one of the problem ones, send it back to  a different location so we can figure out why these are still going out".

Good news!

The shipped me a NEW unit - and Global access works! The old unit went back to some other place. I was said that the new unit had Feb 2009 firmware, so it was sitting in the warehouse a long time. Also, you would think that with all this trouble, I would at least get comped a 440 instead of a 420.

But it all works and is good - after 5 units!

So if you have a NAS that says "Username or Password is incorrect" for Global Access, and you can log into the GA site, and you know you set everything up correctly and it is also a Refurb, have the warranty person check the Mac address with Tech support. They know the bad ones right away.