non existant drobo support

Forum History Drobo 5D
1

[color=#FF0000][size=xx-large]READ THIS FROM THE BOTTOM UPWARDS TO SEE WHAT A USELESS BUNCH DROBO SUPPORT ARE[/size][/color]

Customer via CSS Web 09/15/2014 02:42 AM

Thank you for submitting your issue to us online. Case number: 140814-000013 has been created with the information you have provided.

Your concerns are important to us. A support representitive will respond to your inquiry as quickly as possible.

???

Customer via CSS Web 09/11/2014 07:32 AM

response required ???

Customer via CSS Web 09/10/2014 10:55 PM

ok as it seems you are unable or unwilling to offer support on my drobo product I now require the information to start formal complaints procedure please. I will give you chance to respond before looking at the legal redress route. needless to say I am rather disappointed with my drobo product. the support system here is a joke. I look forward to your early response thanks roy

Customer via CSS Web 09/09/2014 12:28 PM

yet another day drifts by with no response from you !!!

Customer via CSS Web 09/08/2014 03:47 AM

next suggestion please

Customer via CSS Web 09/04/2014 12:37 PM

I loaded that driver when you suggested it before made no difference to the poor function of the drobo & whats more it ruined every other usb item attached to my pc which all worked prior to your advice. its not the one dell says is correct for my pc chipset & causes other usb problems furthermore I am still working on my pc trying to sort out the mess the securetransport thing caused my internet explorer to suffer allsorts of crashes & abnomalies uninstalling that junk stopped the ie crashes so I wont be installing that again & uninstalling the driver you suggest cured the other usb problems that caused. as for the drobo its plugged in the belkin card I purchased on drobo recommendation & is running the driver you recommend still don’t work unless I connect via a usb2 cable

Response Lee G. via Email 09/04/2014 09:14 AM

Hello

Is the driver version for the Intel USB 3.0 eXtensible Host Controller now at 1.0.10.255?

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 09/04/2014 08:06 AM

what have you got for a remedy to my connection issues then !!!

Customer via CSS Web 09/02/2014 08:05 AM

your own instructions for shutting down the 5D drobo are here (http://dashboardhelp.drobo.com/guide/230/en/index.htm) this is what won’t work for me. as for program handles whilst im not an expert I can see no reason for disconnecting the drobo from a usb3 port then reconnecting to a usb2 port would turn off any program handles on my pc the drobo will then shut down via the drobo dashboard as it should even after a clean reboot of the pc usb2 still works as it should i.e. start it auto detects & becomes available then using the drobo dashboard to shutdown it shuts down as it should I can see no reason why I should not be able to achieve this using usb3. so far I have found drobo equiptment an support no better than unbranded Chinese junk suppliers I look forward to you advising how to achieve the correct usb3 operation of this item thanks roy

Response Lee G. via Email 09/02/2014 06:16 AM

Hello

The message is expected when there are file handles open on the volume.
Safely ejecting through the operating system is the best method to use before shutting down.

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 09/01/2014 11:30 PM

its now been several days since a response from you again thanks roy

Customer via CSS Web 08/28/2014 11:17 PM

the volume seems to be busy and it is preventing drobo dashboard from unmounting the volume. please close all windows and applications and try again. if unmounting continues to fail please try unmounting using the os or by rebooting the host. is the message it displays. so I have to then go to safely remove or eject hardware eject drobo then drobo dashboard shutdown.

Response Lee G. via Email 08/28/2014 02:26 PM

Hello

Are you getting a message that the drive is in use or a file is in use when trying to shut down from Drobo Dashboard?

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/28/2014 01:17 PM

both drivers installed now it will connect once started but it still will not shut down without ejecting from windows first

Response Lee G. via Email 08/28/2014 12:50 PM

Hello

Okay, let’s install this Intel driver: https://links.connecteddata.com:443/jRVO679NvBCkpVi/Intel(R)_USB_3.0_eXtensible_Host_Controller_Driver.zip

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/28/2014 12:46 PM

not sure if I have the right info u need but this what I can see on dell site & my usb list

Response Lee G. via Email 08/28/2014 12:28 PM

Hello

In Windows device manager expand the universal serial bus controllers section and generate a screen shot, attach the file when you reply to this email.

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/28/2014 12:16 PM

how do I check the intel chip numbers thanks roy

Response Lee G. via Email 08/28/2014 09:10 AM

Hello

I apologize for the delay, both of the USB 3.0 host controllers have updated drivers available.
Is this an Intel 7 Series/C216 Chipset Family or Intel 8 Series/C220 Chipset Family?
Please download and install the drivers for the Belkin NEC USB 3.0 from here: https://links.connecteddata.com:443/V3Vwm2VCfBr3Lnj/renesas2.1.39.0.zip

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/27/2014 08:56 AM

2 days since uploading the information requested thanks roy

Customer via CSS Web 08/25/2014 11:25 PM

I have uploaded image’s of the driver info thanks roy

Response Lee G. via Email 08/25/2014 01:33 PM

Hello

Open Windows device manager and expand the universal serial bus controllers section.
What is the name of the built in USB 3.0 host controller and what version of driver is it running?
What is the name of the Belkin USB 3.0 host controller and what version of driver is it running?

Kind Regards,
Lee G.

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Response MPanzof via Email 08/25/2014 03:09 AM

Dear
thank you for the file.

We’ll analyze it and come back to you soon.

Thank you,
Marvin P.
Technical Support Agent

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/25/2014 02:53 AM

diag file as requested thanks roy

Response MPanzof via Email 08/25/2014 02:39 AM

Dear

there is no standby option in the latest drobo dashboard only shutdown please advise

just turn he unit off by using the switch on the back (press it once).

Thank you,

Marvin P.

Technical Support Agent

Drobo: http://www.drobo.com/support/best_practices.php

Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/25/2014 02:31 AM

the power brick that came with it part no is 55 231389 01 it is connected to an extension lead along with one other item which works fine

Customer via CSS Web 08/25/2014 02:26 AM

there is no standby option in the latest drobo dashboard only shutdown please advise

Response MPanzof via Email 08/25/2014 01:53 AM

Dear $contacts.name.first

thank you for contacting us again.

Please:

1.Shut down the Drobo and make sure the Drobo is connected via USB 3.0

2.Start/boot the Drobo and wait for the issue to occur (e.g. Standby) with USB 3.0

3.Disconnect USB 3.0 and make sure the unit is in standby state

4.Connect USB 2.0 and Drobo should boot/mount correctly

5.Please follow this procedure to generate and upload a diagnostic file: http://support.Drobo.com/app/answers/detail/a_id/83/kw/83

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?

Thank you,

Marvin P.

Technical Support Agent

Drobo: http://www.drobo.com/support/best_practices.php

Transporter: http://www.filetransporter.com/support/

Customer via CSS Web 08/25/2014 12:46 AM

I have upgraded to dashboard 262 and firmware 311 I have checked windows update to make sure everything is up to date on my dell vostro windows 7 64bit pc also have purchased a recommended by you usb3 card belkin f4u023 as well as trying the drobo on the onboard usb3 ports at no point has this drobo ever worked correctly as far as shutting down or starting up it always has a problem where I have to eject from windows usb as well as dashboard shutting down or remove & replace the usb cable to make it become available in windows sometimes it say the drives need formatting restart the pc then suddenly they don’t need formatting & will access as it should. all drives where tested using the manufactures software before using and all other usb2 & usb3 equipment works as it should on my pc looking forward to your next suggestions thanks roy

Customer via CSS Web 08/24/2014 11:17 PM

I wish to keep this open as I am only now available to test the new cable you have sent thanks roy

Auto-Response 08/24/2014 10:07 PM

Hello

This is an automated email letting you know that our system is closing the case for now but it can be re-opened by replying to this email or calling us at 866-426-4280 and referring to this incident number 140814-000013 anytime up to 28 days from now.

You’ll be receiving a short customer satisfaction survey via email; if you have the time we would appreciate your feedback regarding both the product and our support.

Thank you for allowing us to be of service to you.

Drobo and Transporter Technical Support

Drobo Support Portal Transporter Support Portal

Customer via CSS Web 08/18/2014 12:31 PM

ok thankyou

Response Sabine B. via Email 08/17/2014 09:59 PM

Hello

a new USB cable will be send out today to you. Please expect your device in the next few days, it is delivered by FedEx.

Shipping No.: 603541528110

You can trace the shipment on the following website:

http://www.fedex.com/Tracking

Thank you

Kind Regards,

Sabine B

Customer Support Agent

Customer via CSS Web 08/14/2014 11:57 PM

supplied
Response Sam J. via Email 08/14/2014 02:20 PM

Hello

Thank you for contacting Drobo and Transporter Technical Support. My name is SJ and I will be assisting you with your issue.

Please reply to this email with the shipping address you would like the new cable sent to.

Kind Regards,
SJ

Technical Support Agent
866-426-4280

Drobo: http://www.drobo.com/support/best_practices.php
Transporter: http://www.filetransporter.com/support/

Auto-Response 08/14/2014 06:13 AM

Thank you for submitting your issue to us online. Case number: 140814-000013 has been created with the information you have provided.

Your concerns are important to us. A support representitive will respond to your inquiry as quickly as possible.

Additional support is available through our support knowledge base at:

http://www.drobo.com/Support/Knowledgebase.html

Our system has automatically searched our online Knowledgebase for possible solutions to your inquiry. The following knowledge base articles were returned:

The following answers might help you immediately. (Answers open in a separate window.)
Answer Link: How-To: Using Time Machine with Direct-Attached (DAS) Drobos
Answer Link: How can I measure performance on my direct attached Drobo - Windows
Answer Link: How can I measure performance on my direct attached Drobo - MAC
Answer Link: Why should I use an mSATA card in the Drobo 5D,Drobo 5N and Drobo Mini – and which ones will work?
Answer Link: How do I make Time Machine work with Drobo NAS?

Thank you,

Drobo and Transporter Technical Support

Customer 08/14/2014 06:13 AM

usb3 cable E209329 I have been told the cable I have needs replacing my 5d refuses to work with anything other than usb2 if I use the usb3 cable it will only work plugged into a usb2 port if I use a usb2 cable it will work in a usb3 & usb2 port but only as usb2 speeds

2

the saga still continues loads more to-ing and frowing the unit is now with drobo so far I had usb cable replaced due to being faulty one sent out which drobo don’t bother to do anything about until a customer complains out of frustration when its a known fault then they said I need an add in card belkin usb3 card at my expence made no difference still didn’t work then they said there are windows 7 bacup software causes problems with drobo unit new bacup software at my expence made no difference still don’t work correctly then they said send it back at my expence at my suggestion replace with a 5n instead as usb3 clearly don’t work properly oh no we couldn’t do that we can only replace with the same as I had so whilst I cant prempt the next saga I guess it will be 5d returned an still don’t work due to complete lack of trust of drobo if this happens I will go the legal route to recover the costs of owning a drobo because its clearly not fit for purpose window7 compatable no bacup item you can bacup to no compatable with generally available usb3 ports no so I am now getting close to another £100 costs to get the thing working & we aren’t there yet needless to say I wont be buying nor endorsing drobo ever again

3

connected up new unit as instructed started as instructed opened drobo dashboard as instructed checked for updates as instructed firmware only available so updated as instructed re booted as instructed starts & shuts down as it should via drobo dashboard on several tries shut it down as instructed inserted hard drives restarted let it run until it said drives need formatting ran through drive format process completed now it will not shutdown via the shutdown button in drobo dashboard unless I force it via eject from os usb then click drobo shut down button then I get various messages about disks need formatting & other errors regarding usb items. just to make myself extremely clear I have never said this or the previous unit wont go into standby whilst the host pc is shutdown only I cannot shutdown the drobo via the correct drobo dashboard button you state users are supposed to use I look forward to your next suggestion thanks roy
[color=#FF0000][size=large]so we still have the same problem we have always had I cant shutdown my drobo via the correct method as stated by drobo[/size][/color]

4

FYI - your posts are impossible to read.

Any chance you can use sentences and grammar?

5

connected up new unit as instructed.
started as instructed.
opened drobo dashboard as instructed.
checked for updates as instructed.
firmware only available so updated as instructed.
re booted as instructed.
starts & shuts down as it should via drobo dashboard on several tries shut it down as instructed.
inserted hard drives restarted let it run until it said drives need formatting ran through drive format process completed.
now it will not shutdown via the shutdown button in drobo dashboard unless I force it via eject from os usb then click drobo shut down button.
then I get various messages about disks need formatting & other errors regarding usb items.
just to make myself extremely clear I have never said this or the previous unit wont go into standby whilst the host pc is shutdown only I cannot shutdown the drobo via the correct drobo dashboard button you state users are supposed to use.
I look forward to your next suggestion thanks roy
so we still have the same problem we have always had I cant shutdown my drobo via the correct.
hence the attempt to explain what I have done in which order.

if you read the first post as instructed in the giant red letters at the top that’s the saga that has gone on between me & support at that time. the posts that I have posted since then are further to the original part of the saga due to frustration of this expensive 5d so-far being no good for anything other than a doorstop. as for grammar spelling etc I am the first one to admit I am not the sharpest tool in the box. but looking back I am pretty sure I didn’t write anything un-inteligable even if the spelling & grammer are not correct regards

6

It seems very simple to me?

Evidently Drobo is fine, as it goes into standby when you shutdown your computer.

The problem is that something on your computer is accessing the Drobo, and until you figure out what that is, and stop it, Drobo cant go into standby because it is “in use”.

“force eject usb” as you call it, instructs windows to close the USB data connection between Drobo and your computer, thereby automatically stopping whatever is accessing your Drobo, from being able to access your Drobo. Once that is done, it is able to go to sleep as designed.

I suspect its probably some bloatware that came bundled with your computer, whether some kind of antivirus/antimalware, or a defrag or backup program. There are a great many things it could be. But it is not up to Drobo support to figure out what program on your computer is causing the problem.

The fact your Drobo correctly goes to sleep when you shutdown your computer, and correctly goes to sleep when you tell it to after you’ve “force eject” it, means that all of the Drobo stuff is working fine.

If anything I would go back to Dell and ask what is on your computer that is stopping a drive from going to sleep.

7

fully understand what you are saying I have never complained about it going to sleep only it wont shutdown via the correct drobo recommended method i.e. the shutdown button in drobo dashboard what else would that be for. it seems to me to turn on the 5d let it go through the start operations until it becomes available in windows & drobo dashboard use it for backing up some info then turn it off via the correct method is not an option. I only have a need for backing up anything once a fortnight or so I also see no need for the drobo to be on for the 13 days or so between every time.as for antivirus yes I have one but its doing nothing that affects any other items including other usb bacup items that work perfect. I have no bacup programs running.i might also add drobo says the 5d is win7 supported but have admitted it wont work with win7 bacup as that causes problems just in case anybody is unsure drobe are made for windows not windows made for drobo its drobo that needs to fix the issue. I am quite happy to listen to any suggestion questions that could or will help me fire away please do any help much appreciated thanks in advance

8

Ok… sleep and shutdown are the same thing as far as Drobo is concerned.

It cannot shutdown BECAUSE SOMETHING ON YOUR COMPUTER IS ACCESSING IT.

YOU need to figure out what that is.

What you seem to want is for the shutdown button to simply cut-off whatever program you have that is accessing it. That would risk corrupting files.

If that is what you want - then just pull out the USB cable while its running - that will accomplish exactly the same thing.

Either:

  1. yank out the USB cable… and your Drobo will go to sleep.

  2. figure out which of YOUR programs on YOUR computer is accessing your Drobo… preventing it from shutting down.

  3. turn your computer off - this will cause your Drobo to shutdown too, at which point it can be safely switch off.

Try using punctuation and sentences in future, it will make your inane ranting far more readable.

9

This is disheartening to say the least. I own 10 Drobo units. I’ve not had the slightest problem with them until recently, so no reason to question the quality of Drobo support. One of my 5d units began dropping off the desktop, now shuts itself off and exhibits all of the symptoms many owners are complaining about.

My first encounter with Drobo “support” has been watching the “we’re testing” response on the assimilation of 6TB drives. This has gone on way too long. Now I’m reading all the pleas for help with Drobos shutting down, dismounting, and I see the same kind of vague shuffle going on. Whether someone owns one Drobo unit, or ten like I do, we deserve quick and effective support and it doesn’t seem to be there.

I will spend between 20 and 30 grand in 2015 on reliable storage additions. Unless something changes drastically here, Drobo will not be considered in that expenditure.

Very Sincerely,

Jim Wilson

10

first of I would have asked about an English lesson if I had wanted one I don’t even know what inane means I can only assume its an insult of some sort.
I am the first to admit im not the sharpest tool in the box nor have I ever claimed to be the sharpest tool in the box.
so of course you wont need to reply if you cant read my post.

next if you had been struggling to get something to work as advertised for nearly 6 months you might be a tad cheesed off.

I don’t need to figure out whats running on my pc there is nothing running except normal windows items that run on every bodies identical systems confirmed by Microsoft process explorer checks that drobo support had months ago.

I have no bacup software running nor have i tried to send any information to the 5d so its not trying to finish anything I have done.

  1. yank out the USB cable… and your Drobo will go to sleep.

drobo say don’t do that not me them

  1. figure out which of YOUR programs on YOUR computer is accessing your Drobo… preventing it from shutting down.

support haven’t managed to spot anything in process explorer
so how is a mere customer

  1. turn your computer off - this will cause your Drobo to shutdown too, at which point it can be safely switch off.

pc hangs if you try to shutdown while 5d is running known fault
which drobo haven’t got an answer for either

even though my grammar spelling education my not be as good as others I have posted good enough to read & not made any clever dick remarks to anybody about anything other than the frustration with a brand new expensive item that wont work as marketed.

so anybody kind enough to try & help me will get nothing but polite accurate answers to the best of my abilities to specific questions or suggestions

11

Hi,

I’m not a Windows User in regards to my Drobo they are all connected to Macs.

However, I would suggest starting with a screenshot of Windows Task Manager on the Process Tab when you are experiencing this so forum users can see what processes are running at the time.

This may enable the forum to suggest closing certain applications to see if this corrects the problem.

You can also use something like Process Explorer (http://technet.microsoft.com/en-us/sysinternals/bb896653).

You will need to do the following when it’s running:

  1. Menu => View => Show Lower Pane
  2. Menu => View => Select Columns
    2a. Select Handle Tab
    2b. Check Type and Name.
    2c. Select Ok

Now, when you select a Process in the Top Pane it will show you all the Handles it has open in the Lower Pane.

With any luck you will be able to find the Process which has an open handle to the Drobo Drive(s) which is preventing the Shutdown.

Then a determination needs to be made about the Process and what to do.

Regards,

Michael

12

hi Michael many thanks for the suggestion & instructions I will follow them once I have a screenshot I will study them to see if I can see anything that I understand would cause a problem if I cannot see anything I know about I will post it here to see if anyone here has any suggestions either way I will post the outcome. thanks regards roy

13

I feel your pain, justlookin. I have just had a run-in with the support folks about USB 3.0 support. I let them know that I had seen and read the information they published back in July about compatible USB3 cards. I asked if they had further info and the support troll sent me a link to the same page. WHen I explained, again, that I had read that old material and would like some fresh information the troll again only sent the same link as a response.

I am upset that I purchased a product that claims to be USB 3.0 compatible (a current industry standard) and that the company ONLY supports a handful of devices. ALL other USB3 devices I have work fine and at fully documented speed on the interface I have that my Drobo 5D will not acknowledge.

I too will not be able to continue to recommend or purchase any Drobo product. I am amazed that they switched from eSATA to USB3 if is not usable by customers.

14

I feel your pain, justlookin. I have just had a run-in with the support folks about USB 3.0 support. I let them know that I had seen and read the information they published back in July about compatible USB3 cards. I asked if they had further info and the support troll sent me a link to the same page. WHen I explained, again, that I had read that old material and would like some fresh information the troll again only sent the same link as a response.

I am upset that I purchased a product that claims to be USB 3.0 compatible (a current industry standard) and that the company ONLY supports a handful of devices. ALL other USB3 devices I have work fine and at fully documented speed on the interface I have that my Drobo 5D will not acknowledge.

I too will not be able to continue to recommend or purchase any Drobo product. I am amazed that they switched from eSATA to USB3 if is not usable by customers.

15

hi ghutch it seems to be windows 7 64bit most are complaining about is that what you are using I will be trying what michael kindly suggested soon as I get an hour so watch this space. would be nice if we could get all drobo usb3 sufferers talking on the same thread

16

Yes, Win7 64-bit.

17

there are are owners all over the place having problems

http://paulcaldwellphotography.com/092213-drobo-5d-firmware-update-3-0-8-problems-with-windows-7-64-bit/

http://www.blackrimglasses.com/2008/09/02/drobo-nothing-but-problems/

http://photosofarkansas.com/tag/drobo-and-usb3-issues-win7/

18

having tried what michael suggested I cant see anything that seems a problem to me. I cant see how to upload an image to here for somebody else to cast an eye across it either regards roy

19

Have you discovered “DDSERVICE?” I just discovered it yesterday while trying to correct my USB3 problems on my own. There is a windows service that drobo installs called DDSERVICE. DDSERVICE will tie up the drobo disk device(s) and will not allow you to remove hardware. If DDSERVICE will not allow a removal it might also tie them up enough to not allow the drobo to goto sleep.

Try this, if you have not already. Start task manager and select the Services tab. Find DDSERVICE in the name list. Right click on the service and select “Stop Service.” You will loose drobo desktop controller but it will allow you to remove the disk(s) and might allow it to goto sleep.

20

Have you discovered “DDSERVICE?” I just discovered it yesterday while trying to correct my USB3 problems on my own. There is a windows service that drobo installs called DDSERVICE. DDSERVICE will tie up the drobo disk device(s) and will not allow you to remove hardware. If DDSERVICE will not allow a removal it might also tie them up enough to not allow the drobo to goto sleep.

Try this, if you have not already. Start task manager and select the Services tab. Find DDSERVICE in the name list. Right click on the service and select “Stop Service.” You will loose drobo desktop controller but it will allow you to remove the disk(s) and might allow it to goto sleep.