How Microsoft can clean up the mess in its home and small business server business

How Microsoft can clean up the mess in its home and small business server business

Summary: Last week, Microsoft announced its decision to discontinue development of one of the core features of Windows Home Server. In a matter of hours, they destroyed their relationship with a large and loyal customer base. Here's what happened, and how they can recover.

SHARE:

If you want your customers to trust you, don't lie to them.

That sounds like common sense, the kind of stuff you should learn in the first semester of business school, but apparently someone up in Redmond skipped that lecture. And boy, are they paying for it now.

Last week, Microsoft announced its decision to discontinue development of one of the core features of Windows Home Server, a technology called Drive Extender. I won't rehash the details here. You can get an overview in this post from my colleague Mary Jo Foley and get more technical details in this thorough explanation from Peter Bright at Ars Technica.

Instead, I want to talk about how Microsoft delivered the bad news, and how in a matter of hours they destroyed their relationship with a large and loyal customer base.

Update 1-Dec 4:00AM PST: Apparently, Microsoft has also alienated its premier Windows Home Server partner. Alex Kuretz, a former HP employee and Windows Home Server blogger, reports that HP has "discontinued the MediaSmart Server and will not be releasing any more models either on the current version of Windows Home Server or the upcoming Vail platform."

The actual announcement from Microsoft came in a blog post by Michael Leworthy, blandly titled "Windows Home Server code name 'Vail' – Update." It's a masterpiece of corporate muddlespeak:

During our current testing period for our Windows Home Server code name “Vail” product, we have received feedback from partners and customers about how they use storage today and how they plan to use it moving forward. Today large hard drives of over 1TB are reasonably priced, and freely available. We are also seeing further expansion of hard drive sizes at a fast rate, where 2Tb drives and more are becoming easy accessible.  Since customers looking to buy Windows Home Server solutons [sic] from OEM's will now have the ability to include larger drives, this will reduce the need for Drive Extender functionality.

When weighing up the future direction of storage in the consumer and SMB market, the team felt the Drive Extender technology was not meeting our customer needs. Therefore, moving forward we have decided to remove the Drive Extender technology from Windows Home Server Code Name “Vail” (and Windows Small Business Server 2011 Essentials and Windows Storage Server 2008 R2 Essentials) which are currently in beta.

As of this writing, that post has some 246 comments, filled with words like stupid, clueless, and incompetent. A follow-up post from Leworthy did absolutely nothing to quell the outrage from the aggrieved Windows Home Server community.

The reason they are outraged is because everyone knows the real reason why this feature was dropped. The Drive Extender architecture had a troubled past involving a particularly nasty data-destroying bug that was finally fixed in late 2008. For the next release of Windows Home Server, someone made the engineering decision to completely redesign the Drive Extender code base. I'll let Peter Bright explain what happened next:

With Vail, Drive Extender was completely rewritten in a manner that should make it both more flexible and more reliable. Instead of using regular NTFS disks, Vail inserts a layer underneath the filesystem. This layer was responsible for distributing blocks of data between disks, replicating them to ensure fault tolerance, and de-duplicating them to make the system more efficient…

Unfortunately, the new block layer in Vail doesn't quite work right. Just like Drive Extender in Windows Home Server, there have been bugs. Different bugs, but bugs all the same. Microsoft hasn't gone into explicit detail about what these problems are, but there were some issues with its ability to correct errors, and some Small Business Server testers reported application compatibility problems.

So instead of fixing the flaws, and potentially delaying the three products dependent on Drive Extender, Microsoft is killing the feature altogether.

Everyone in the Windows Home Server community knows this is absolutely true. And yet Leworthy did not mention a word of those bugs and engineering issues in his bland and incomplete blog posts. Let's call it a lie of omission, because that's what it is.

I spent 30 minutes on the phone with Leworthy last week, in a tense interview that I'm sure was as uncomfortable for him as it was for me. Initially, he stuck with the story that this decision was based on customer feedback, repeating the official messaging that "the implementation [of Drive Extender] didn't fit the needs of our customers." But eventually he acknowledged, "We were worried that we might find data error issues."

Page 2: Do big hard drives really solve the problem? -->

<-- Previous page

With Windows Home Server, Microsoft created a monster. The worst kind, in fact.

As a product, it has built a passionate user base, filled with enthusiasts who have pushed the platform to its limits. As a business, though, Windows Home Server has been a dud, never really breaking out beyond its enthusiast base.

Adding a pair of similar server products aimed at the small-business segment, with the same set of features as Windows Home Server, is a smart business decision. It leverages the WHS development effort and expands the market for small, easy-to-manage servers into what could become a billion-dollar business. If the engineering team developing the Drive Extender technology can't confidently predict that they will be able to deliver a robust, reliable version of the technology to ship with all three of those products, then it is indeed a sound engineering decision to look for alternatives.

Leworthy's original explanation for the decision cited the proliferation of large hard drives of 1TB, 2TB and more. And indeed, for many Windows Home Server users a single large disk would be sufficient to handle backups and shared files with ease. Microsoft refused my request to share their data on exactly how much storage a typical Windows Home Server customer uses, noting only that the average is "well under a terabyte." A knowledgeable source told me that the actual number is around 730GB, which is more than enough to fit on one of those single large drives.

But averages can be deceiving, especially when your most vocal, passionate users—the ones who evangelize the platform—are storing massive amounts of data on their home servers. Via Twitter, I did an informal survey of 18 Windows Home Server users (myself included), asking them to list how much data they have stored on their Windows Home Servers. Here are the averages:

  • Data backups: 336 GB
  • Data duplication: 710 GB
  • Shared files: 2.02 TB

That first number is a tribute to how amazingly efficient Windows Home Server is at storing backups, thanks to its single-instance storage feature. Backups that might gobble up a full terabyte on a device like an Apple Time Capsule can be stored in a fraction of that space because duplicate files (like system files that are identical on multiple computers) are stored as a single instance, increasing efficiency of storage.

The second number, data duplication, is a measure of Drive Extender at work, duplicating files on different disks so that a failure of one disk doesn't destroy the entire server. Surprisingly, this feature isn't universally used. In my admittedly anecdotal and non-scientific survey, roughly one-third of users duplicated 80-100% of shared files, another third used duplication for 40-60% of files, and yet another third used little or no data duplication.

And then there's the shared files category, which includes the most passionate, envelope-pushing group of all. Roughly a quarter of the Home Server users I surveyed have more than 3 terabytes of data. Most of that data, I suspect, is in the form of digital movies, either ripped from DVDs or downloaded from the Internet.

It's noteworthy that more than half of the users I surveyed have a combined total of less than 2TB in data and backups. If you offer a cloud-based backup of critical data, those users might indeed be able to get by without Drive Extender.

Page 3: Is there a solution? -->

<-- Previous page

So what about customers who want a small server that can hold lots of data and whose storage can be expanded on the fly?

In his discussion with me, Leworthy noted that they have been "having discussions for a while" with OEM and software vendors to find alternatives to Drive Extender technology, looking primarily at RAID storage, data duplication, and software management. The trouble, as he acknowledged in our talk, is that hardware RAID is difficult and expensive to implement in a consumer space.

Indeed, RAID is a poor solution for anyone except storage specialists. For consumers, it's a huge step back from the set-it-and-forget-it design of the original Drive Extender technology. But it does make sense for small business server products. That's especially true for servers designed for 20 or more users, which will generally need a reseller and an IT pro to set up and manage the server.

Meanwhile, where does that leave those enthusiasts who disagree with Microsoft's decision and are offended by the misleading and mushy way the bad news was delivered?

I'm told that an online "Bring back Drive Extender" petition at Microsoft's Connect site has more than 3000 signatures so far. That is not surprising, based on the intensity of reaction I've heard from the WHS community. I asked Leworthy if that was an option and got this discouraging response, which sounded like it had been written by a lawyer:

The decision has been made to remove Drive Extender from the platform. We are moving forward without it.

But I don't think the decision is all that cut-and-dried, and Microsoft still has a chance to recover with a few smart moves:

First, optimize the basic Windows Home Server product as a single-drive product, with 1 to 3TB of storage intended for backups and light file sharing in a home setting. This type of device could be small, quiet, and reliable, and based on Microsoft's data it would serve the needs of most Home Server users and even a fair number of enthusiasts. (If I could find a single-drive 3TB Vail-based device next year, I would buy it in a heartbeat.)

Next, bring back the first-generation Drive Extender code and whip it into shape as an optional add-on for enthusiasts who want to build multi-disk boxes. Make it available only for Vail and block its installation on the small-business servers.

Give every Home Server installation a dedicated 50 or 100 GB of SkyDrive storage and use it as a free cloud-based backup service to help overcome the loss of data duplication in Drive Extender.

Finally, start telling the truth. The whole truth. Everyone knows there are issues with the new Drive Extender technology. Acknowledge them openly instead of trying to hide them under a bunch of doubletalk. Microsoft owes no less than that to the customers who've stuck with them for all these years.

Topics: Data Management, Hardware, Microsoft, Operating Systems, Servers, Software, Storage, Windows, SMBs

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

Talkback

147 comments
Log in or register to join the discussion
  • I don't care if they get rid of Drive Extender

    However, I wouldn't buy a Vail device if it didn't have something that was just as easy and flexible to use.

    To be honest though, I don't think I'll be in the market for another WHS for quite some time. My current HP MediaSmart device is working just fine and from my reading, Vail doesn't look to offer me anything that would significantly improve my WHS experience.

    I am very glad to hear that DE was a ground up rewrite in Vail. When I heard that they'd uncovered serious issues in DE when they put it under load, I was concerned about how that affected my WHSv1. If I'm reading this correctly, none of the bugs in DEv2 are present in DEv1. Would that be an accurate statement?
    NonZealot
    • No, bring back DE v1

      @NonZealot

      I fully agree with the sentiments of those wanting DE v1.
      The enthusiast community did have viable solutions to deal with WHS shortcomings.
      In fact many users have used solutions such as FlexRAID (http://www.openegg.org/forums/forums/list.page) and paired it with WHS for parity protection instead of duplication for their large data set.

      Why MS does not sponsor or buy FlexRAID is a mystery as that technology has great potential even if it is not fully there yet. DE and FlexRAID have the same goal of simplifying end user storage management, but I think FlexRAID pending its real time version has it right and is the way to go. It just needs to mature a little more and integrate a little better.
      MarkTT
    • RE: How Microsoft can clean up the mess in its home and small business server business

      @NonZealot : don't worry; Microsoft will sunset the current WHS software soon and force you into Vail...
      Dave A Ef
      • Please enlighten us!

        @Dave A Ef
        How exactly will MS [b]force[/b] me into Vail? Is Bill Gates going to come to my house, put a gun to my head, and make me place my order?

        Seriously, [b]you[/b] said MS was going to force me to use Vail, back up your statement or retract it. I've just challenged you. Don't chicken out.
        NonZealot
    • RE: How Microsoft can clean up the mess in its home and small business server business

      Qualification you'about idea in approval of <a href="http://auedtabs.com/">viagra</a> delight also <a href="http://auedtabs.com/">buy viagra</a>, after that <a href="http://nzedpills.com/">buy viagra</a> is absolute the business you central <a href="http://edPillenLaden.com">viagra deutchland</a>|<a href="http://maigrir-beau.com/">phentermine</a>
      viagra tut
  • RE: How Microsoft can clean up the mess in its home and small business server business

    I agree wholeheartedly. The DE snafu was one of the worst I've seen in quite a while from Microsoft. What they fail to realize is the evangelistic effect that WHS has had on Microsoft as a company. You cannot buy the kind of positive word of mouth buzz WHS was generating for them.
    They have not thrown away just those core enthusiasts whose low sales number don't make it worth it to fix DE, but they have thrown away mountains of goodwill and traded it in for mountains of derision from people who were most passionate and vocal about WHS.

    Microsoft indeed has a chance to fix this. Lots of options including the obvious one of simply going with DEv1 for WHS only, now, while DEv2 is cleaned up in the background for even eventual inclusion in the business oriented products.

    A straightforward acknowledgment of the importance of DE and some detailed next steps relating to the future of WHS would also be appreciated.
    wendellgee2
  • RE: How Microsoft can clean up the mess in its home and small business server business

    thanks Ed - it's interesting to hear what Michael said!

    Andrew
    http://usingwindowshomeserver.com
    acedney
  • My suspicions confirmed - and survival strategy

    Well, I feared as much when I <a href="http://nfocentrale.com/status/2010/11/whs-uh-oh-microsoft-wants-to-improve-windows-home-server.html">posted, on Wednesday</a>: "It is easy to suspect, in the absence of better transparency, that what may have happened is that changes being made to Drive Extender in moving WHS onto a Windows Server 2008 base have been FUBARed and this is how the team is extricating itself." I find it interesting that, today, Linked-In has a position posting for a Principal Architect for testing on what appears to be the same team.

    I think I can keep my WHS 1.0 alive and working fine up until the point when I upgrade to a future Windows vesion that no longer supports the WHS 1.0 Connector. At that point, the project to produce a SAMBA-based workalike should provide a reliable alternative.
    orcmid
    • I look to that SAMBA-based equal, too

      @orcmid

      I'm not in the market for a personal server just yet, but I foresee a day when I will be. I am curious as to how long it'll be before we see a reliable Drive Extender-like thing for *nix, or even a Windows Server program to duplicate it, even!

      To me, I'm surprised they haven't put more muscle behind this challenge, because it could be a killer feature for the small/home office, or even medium sized enterprises. It frees up time and energy on the part of IT admins, allowing more power to be run by fewer people.
      shryko
      • It Sounds a Lot Like LVM

        @shryko

        LVM (logical volume management) has existed in *nix for a little while. I'm not very familiar with Windows Home Server, so I'm not sure how similar the Drive Extender feature is, but it sounds a lot like LVM.
        CFWhitman
      • RE: How Microsoft can clean up the mess in its home and small business server business

        @CFWhitman <br><br>not at all<br><br>with DE, each volume was an independently formatted NTFS volume, and could in the even of a server crash, be connected to any windows machine to recover files from it. DE worked by providing a pseudo filesystem who's nearest equivalent on *nix would be a dummy filesystem with symbolic links to the real files on other partitions.<br><br>the duplication aspect literally made an additional copy on another partition, so if any single drive failed, the symlinks would be updated to point to the remaining copy, and a new duplicate would be created.

        LVM, by contrast, does not allow mounting unless you have a complete array. individual drives from an LVM array are not mountable
        erik.soderquist
      • So a &quot;Superstructure&quot; Rather Than a &quot;Substructure&quot;

        @erik.soderquist<br>OK. I see. LVM is a substructure under your filesystem to allow you to arrange, shrink, and grow volumes how you like on top of it. DE is a superstructure over your filesystem to make the filesystem look like it is a part of a larger filesystem.<br><br>Incidentally, it is possible to mount individual drives from an LVM array, but this is usually only done for data recovery when something goes wrong and you didn't use LVM mirroring or some kind of hardware or software RAID for redundancy (which you should do if you care about the data).<br><br>In practice, you can accomplish what you need to with LVM or a combination of LVM and RAID. However, I'm assuming that you don't have to know as much about what you're doing to make DE work with Windows Home Server as you would with LVM mirroring or software RAID.

        (Edit: I suppose you could say that DE works like a software JBOD with fault tolerance added.)
        CFWhitman
    • RE: How Microsoft can clean up the mess in its home and small business server business

      @orcmid
      Looked at AMAHI Lately??
      Airspike
  • Or you could continue to run the existing version...

    @SteveCarr

    It's not like support is likely to go away anytime soon. The absolute worst case would be Windows 8 not being supported, but I have a feeling it will be. It also still handles all the other features you outlined and more, the only thing being lost is DE. It's a big loss, at least for WHS, but look at it from Microsoft's perspective. They have a little over a billion users of their products. You have a feature you want to add but it has issues. You're spending a lot of money trying to correct this feature and realize it's not going to happen if you want to launch your product in 2011. So you scrap it. You try to put a decent spin on it. What else can you really do?

    The bottom line is a heated topic here on ZDnet can reach 300 posts in a few hours. 256 comments on the original blog posting, a total of 3000 people signing the petition. Considering what it would likely cost Microsoft in lost revenue from a product delay and in additional development costs was most certainly not worth it. Obviously DE wasn't a feature that was as important as those who have used it want to believe it is, myself included. So perhaps by customer feedback, they meant that the vast majority of people they intend to target with the new WHS don't really care about Drive Extender or even know what it is.
    LiquidLearner
    • RE: How Microsoft can clean up the mess in its home and small business server business

      @LiquidLearner

      ... you could be completely honest while you try to put a good spin on it.

      i would like to know why they are not including the original DE, now that they have fixed most of its issues in PowerPack 3, in the 'Vail' release

      i have a WHSv1 unit, and had been considering upgrading to v2, but DE is the only reason i'm using v1 in the first place. WHSv1 replaced a Linux host as an experiment, and became a permanent part of my network. however, i'm beginning to run into the hardware's limits and am now looking at replacing my WHSv1 unit. since WHSv1 is 32 bit only, newer hardware only offers very minimal improvement...

      looking to go 64 bit, with DE removed from WHSv2, i'm looking at going back to a Linux host, though it is looking like Greyhole will satisfactorily replace DE by the time i am actually replacing the hardware (assuming DE isn't restored to quell the loud public)
      erik.soderquist
    • RE: How Microsoft can clean up the mess in its home and small business server business

      @LiquidLearner Like MS has cared about immediate profits when they want to increase their market share? If they can stand to lose money year after year when they want to take over a market I am pretty sure they can fund the WHS project for the year that it would take to properly fix the DEv2 feature or re-integrate DEv1. However this decision just demonstrates MS usual disconnect (and arrogance) with their customers.

      Nothing against the current team, but maybe they need to pull in some new talent if they are having so much trouble with the redesign.

      DE is extremely useful to me in the home. My system was built using parts I had lying around, literally, from previous upgrades. I couldn't be any happier but I was really looking forward to Vail. My current system has a network card for which the included WHS driver don't work and it is a pain to get the ones that do to work reliably.
      magius
  • Never smart to recommend Microsoft

    @SteveCarr

    It's never been good to recommend any Microsoft product.
    itguy08
    • Gee what would you sugest, I wonder

      let me guess: "instead by from my employer, a Microsoft competitor".

      LOL! :)
      John Zern
    • RE: How Microsoft can clean up the mess in its home and small business server business

      @itguy08 - It's also never good to listen to your one sided arguments that are so anti-Microsoft that it's disgusting that you actually pass yourself off as an IT guy.

      REAL IT people are open to all solutions no matter the provider as it's about accomplishing the mission, not stroking your own ego.
      PollyProteus
    • RE: How Microsoft can clean up the mess in its home and small business server business

      @PollyProteus
      Nicely said and dead-on, IT is not for Info.Technology. It's for IdioTguy08...
      ItsTheBottomLine