4How to get support from QNAP On-line Support FormReply within one working dayForumMSN- /Skype -qnapskypeTelephone #6
5Access to QNAP DeviceIn order to investigate issues, provide setup guidance or to troubleshoot reported problems, QNAP support technicians may require access to customer’s QNAP device or Windows/Mac desktopIn order to allow QNAP to connect the NAS to check, user need to allow QNAP to access the NAS through web administration page ( default port 8080) or command console ( by ssh port 22 or telnet port 13131)If the QNAP device is behind NAT router/firewall, user need to open the ports for incoming connection
6Access User’s DesktopIf the problem is relative to working with Windows / Mac desktop, or users don’t know how to open incoming port on NAT router/firewall, user can allow us to connect the desktopQNAP recommend using TeamviewerOther methods are also possible, like Logmein, showmypc, Windows Remote Desktop, VNC
7NAS Hardware CheckingSome QNAP NAS provide VGA port on the back. User can connect VGA monitor and USB keyboard to check the detail system information
20NAS Software Checking General Software / Utility to check QNAP Finder If the NAS can boot up correctly, Finder should be able to find the NAS even if the NAS is configured to different subnet from the PCssh/telnet toolsputty for ssh/telnet connectionWinscp for file upload/download through ssh
21HDD partitioning A formatted drive on QNAP NAS contains 4 partitions. 1st partition, 542MB – System configuration, log and program files.2nd partition, 542MB – swap space. Used when the system requires more memory than is physically available.3rd partition – data partition. Used to create single, jbod, raid volume.4th partition, 469 MB – Used to store additional system program.
22General Commands dmesg - Show the latest system message. ps - report process statustop - display top CPU processesfdisk –l - list partition table of all disksdf - Print the filesystem space used and space available.cat - print the file content to screenmore - print the file content to screen page by pagecd - change directoryls –al - list directory contentsFor more command that can be used, please checkNOTE: Not all commands are supported on QNAP NAS.
23General System partition directory .conf - Hard Disk serial number / status, MAC address.config/ - System configuration file storage folder, this folder is linked by /etc/config.domain_group - AD Domain group list.domain_user - AD domain user list.logs/ - System Log and connection log storage folder.spool/ - Print job storage folder.sqdatabase/ - Log file for surveillance stationtwonkymedia -> /mnt/ext/opt/twonkymedia/ - Twonkymedia program storage location, this may be a folder or linked to /mnt/ext/opt/twonkymediaupdate/ - Firmware file temporary storage locationupdate_pkg/ - program files storage, QPKG file temporary storage location
24Default system configuration files The default system configuration files are stored under /etc/default_config folderIf user want to configure the settings back to factory default, just overwrite the default config to the /etc/configFor example, if user want to reset the uLinux.conf back to defaultcp /etc/default_config/uLinux.conf /etc/config
25Some process list Process list The following is partial list of common processes that you may see on result of top/ps command. On the System log, you may see re-launch process of the following process which mean the NAS have problem on running the process.afpd – Appletalkatalkd – Appletalkapache - WEB serverapcupsd - APC UPS servicebcclient – BT download process for each download taskbtd – Download Stationcrond - Task schedulerdaemon_mgr - A process that monitors other processes and restarts them if they stopgpiod - gpiod & picd together monitors and handles your beeper, status LED, fan and all the buttons on the NAShotswap - hot swap disk serviceietd – iSCSI serviceImRd - Service that creates the thumbnail pictures for the multimedia stationlcdmond – LCD display daemonmlnet – MLDonkey servicemt-daapd - iTunes server
26Some process list mysqld - mysql daemon nfsd – NFS deamon nmbd - NETBIOS Name Service & NETBIOS Datagram Servicentpdated - Network Time Protocol servicenvrd – Surveillance Stationpicd - gpiod & picd together monitors and handles your beeper, status LED, fan and all the buttons on the NASproftpd - FTP serviceqLogEngined - Log serviceqsyslogd – Log serviceqsmartd - S.M.A.R.T. disk servicerpc-mountd – NFS mount daemonrpc-qoutad – NFS remote quota serverrsync - Remote replicationsh - shellsmbd - NETBIOS Session Service & Microsoft Directory Servicessshd - SSH servicestunnel - Secure tunnel for HTTPS access_thttpd_ - WEB service for system management (default is 8080)utelnetd - Telnet service
27InstallationQNAP Finder (windows / Mac) can find all the QNAP products in the local network even the device IP is not on the same subnet of the PC/Mac.NAS can be connected by ssh/telent when it boot without HDD installed(or HDD is not initialized)If NAS doesn’t get IP from DHCP server, it will use
28Some important system configuration files uLinux.conf - Most system settings are store here.smb.conf - Microsoft Network (samba) configuration file. It defines the samba parameter and network share access rightraidtab - RAID configurationproftpd.conf - FTP server settingsapache.conf ( or under apache folder) - Web server configuration filepasswd / shadow - Users password file
29General Problem on setup NAS IP settings doesn’t save after rebootMake sure the NAS have been initialized with HDD installedFinder can not find the NASMake sure firewall doesn’t block the finder’s access to networkMake sure the LAN port LED on NAS is on/blinkingFail during initialize HDDMake sure the PC’s IP is on the same subnet of NASMake sure the firmware file is correct and unzippedTry changing network cableMake sure the HDDs are OK – can telnet/ssh to the NAS to check dmesg
30Web administration The default port is 8080 Only users in administrator group can enter web administration pageOnly support IE, Firefox, Safari and Chrome on 3.x UI
31General Problem on Web administration Can not login with correct username /passwordClear browser cachePress reset button to reset admin passwordAfter input username/password, NAS ask for changing passwordThe user is not on administrator groupAD user is not allow to login web administration page
32System Administration – Network Two IP settings can be configured if trunking is disabled, but only default gateway can be used for Internet connection.Q: Can not connect to second IP through Internet – ANS: Use Default gateway settings for Internet connection
33System Administration – Network Except Active-Backup, all other port trunking settings require the connected switch supports the same mode and the connected ports are enabled for this mode.Q: The network speed is very slow or even can not connectMake sure port trunking settings is enabled both on Switch and NAS with same mode.
34System Administration - Hardware The configuration reset switch is disabled but forgot admin passwordNeed to power on the NAS without HDD installed, hot-plug the HDD, manually mount the 1st partition and manually edit shadow file.# mdadm –A /dev/md9 /dev/sda1 /dev/sdb1 …# mount /dev/md9 /mnt/HDA_ROOT# more /etc/default_config/shadow# vi /mnt/HDA_ROOT/.config/shadow
35System Administration - Hardware HDDs doesn’t enter standby modeCheck settings
36System Administration - Hardware Q: The system log show fan failure but the fan is still runningMake sure the firmware version is 3.2.x or later.Send QNAP the serial number for tracking, then open the case the make sure the fan connector is correctly plugged into the mainboard.Try switch between fan connector if there is 2 or 3 fan.
37System Administration – Network Recycle Bin Network recycle bin only support samba and afp connectionQ: I have deleted a file through ftp and I want to recover the file. Is there any way to recover it?There is no way to recover the file on the NAS. Please try other data recovery software ( for example, Photorec
38System Administration – Backup System Settings Copy the backupdata.bin file to any folder of a QNAP NASUse the following commands to extract the settingsPC1 d ICPIPNASWAREV301 backupdata.bin backupdata.bin.tgztar –zxf backupdata.bin.tgz
39System Logs Q: The system logs show nothing or no new log Use the following command to recreate logscd /mnt/HDA_ROOT/.logsrm conn.logrm event.log/sbin/log_tool -v -c/sbin/log_tool -v -b 10000/sbin/conn_log_tool -c -v/sbin/conn_log_tool -v -b 10000
40System Logs How to list the log data from command line? Use the following command to show event log and connection log/sbin/log_tool -qv/sbin/conn_log_tool -qv
41System LogsQ: Why there are mis-encoded characters in the cvs log file when I open by Microsoft Excel?The logs are encoded as Unicode (UTF-8) in the cvs file. To read the logs properly, please open the file with any text editor or program which supports Unicode encoding(for example, openoffice calc).
42Firmware Reflash Guide Flash Image FirmwareThis firmware is used to update the flash / DOM (disk on module) firmwareThis kind of firmware can be updated through QNAP FinderUpdate Image FirmwareThis firmware is used to update the flash / DOM firmware and also some features stored on HDD ( for example, surveillance, MySQL)This kind of firmware can be updated through QNAP Finder, Web and command line. This is the firmware on QNAP download siteFull Image FirmwareThis firmware is the image file of the Flash memory / DOM.This kind of firmware can be updated through tftp, liveCD or USB disk (depends on the NAS model)
43Firmware UpdateThe firmware can be updated through web administration page, QNAP Finder and ssh/telnet commandQ: I can not update the firmwareMake sure the firmware file is correct and unzippedcheck there is enough space under /mnt/HDA_ROOTUpdate by ssh/telnet with the following procedureCopy firmware file to /Public folderConnect by ssh and enter the following commandcp /share/MD0_DATA/Public/U_xxx.img /mnt/HDA_ROOT/updateln -sf /mnt/HDA_ROOT/update /mnt/update/etc/init.d/update.sh /mnt/update/U_xxx.imgIf above doesn’t work, reboot the NAS and try again.If still doesn’t work, allow QNAP support to remotely connect to check.
44MAC address modification ARM-based NASOrNMP-1000Intel D410/D510 NASIntel-based NASCheck “MAC address modification guide for QNAP x86 NAS.doc”
45Restore to Factory Default This will reset all settings and format all the volumesQ: I accidentally click the Reset button of Restore to Factory Default, how can I restore my dataTry data recovery software( for example, testdisk/photorec) or contact your local data recovery company
46Disk Management – Volume Management Use mdadm to create the software RAIDIf the RAID is unmount or have some problems, try Recover button on RAID management Tools page
47HDD SMART Abnormal Normal Good Any SMART value is equal or less than trhreshold.Hard Disk temperature is higher than 65 degree C.NormalAny Smart value is equal or less than threhold + (initial_SMART_value - threhold)/2. For example, if the initial SMART value is 100, the current value is 50, the threshold is 20, then the Smart value, 50, is less than 20+(100-20)/2. Thus, the health level would be Normal.Any SMART test(Rapid or Complete) result of last 20 times is abnormal.Hard Disk temperature is between 55 to 65 degree C.GoodNo any above condition.
48iSCSIQ: I have created an iSCSI target and connect through 2 Windows PC. The file system corrupt in a short time.An iSCSI LUN can be access by multi-initiators but usually uses for a special purpose: a shared storage for cluster structure. In order to achieve the purpose without corrupting the file system, you will need cluster file systems (e.g. GFS, VMFS) or cluster mechanism (e.g. Windows 2003 MSCS, Windows 2008 Failover Cluster).
49Encryption Key Management Q: I have lost the encryption key file and encryption password, how can I access data on the encryption volume?There is no way to access data on the encryption volume if user lost encryption key file and passwordQ: The read/write performance of the encryption volume is much slower then non-encryption volume, why?The AES-256 encryption is software-based, the read/write to encryption volume consume a lot of CPU power. Thus, the performance will drop.
50Access Right Management Q: Why cannot I login to the network share even I already gave the user RW or RO access right?The access right priority is:Deny > RW > RO > Empty (no settings).Please make sure there is no Deny access right for the user or the group that user belongs to (including everyone).
51Access Right Management Q: I can not access / delete files even I have RW access right to the share folder.The file/folder access right may be wrong. In general, it should be 777 for folders and 766/666 for files.Run set_volume_mode to fix the share folders’ access right. For example, in order to fix Public folder’s share problem, run:# set_volume_mode PublicArchive – 766 (rwxrw-rw-)Hidden – 667 (rw-rw-rwx)Read-only – 444 (r—r—r--)
52Access Right Management Q: I have hidden the share folder. Why can I still see the folder when I connect by ftp/afp?The hide folder function is only for samba connection. In order to hide the folder from ftp/afp connection, user have to configured to no access right for the folder.
53Access Right Management Q: There is no network share or some network shares disappearCheck smb.confIn order to reset smb.conf back to default,cp /etc/default_config/smb.conf /mnt/HDA_ROOT/.config/Then click [Restore Default Network Share] and New Network Share to manually add the share back
54Network Service Q: Can not login with different username Windows limitation. Open Windows command prompt and type the following command to delete previous connectionnet use \\ip\share /DUser may already login to some share with Guest right by using Windows username / password, suggest to create an account on NAS with same username / password as Windows, or disable Guest access right for all sharesQ: can not join ADWindows 98 can not login
55FTP Q: The filename is miscoded when transfer by FTP Check unicode settings. IE 6/7/8 ftp doesn’t support unicode, suggest to use ftp client that support unicode, for example, Filezilla.How to open the port if the NAS is behind NAT router/FirewallFTP port : default 21Passive port : default ~ 56559Configure external IP address
56Application Q: Can not login to Multimedia Station User is different from internal user, need to login by admin and create user on multimedia stationQ: The thumbnail file is not created automaticallyThe thumbnail creation will run every 3:00AM. User can run manually to check which file cause the problem/usr/local/sbin/ImR_all -soft /QmultimediaQ: Can not download on Download StationCheck DNS setting on network setup pageCheck port opening, default 6881 ~ 6999Q: See nothing from iTune serverMove files to other folder, restart iTune, move files back to Qmultimedia folder gradually to check with file/folder cause the problem
57Application Q: Can not make live view on Mac OS X The liveview function only support Windows 32-bit OS by using IE7/8.Q: liveview from local network is OK but fail through InternetMake sure you have correctly setup the WAN IP/port and forward the port on your NAT router/firewallOn liveview page, the video stream is from the IP camera directly on current firmware
58Surveillance/MySQLQ: I already use the latest firmware, but when I want to setup surveillance/mysql, the NAS ask me to update system firmwareThe firmware is incomplete if you just initialize the NAS through web administration pageUser need to update firmware again to install firmware with full features
59QPKG Q: Get QPKG doesn’t work Make sure DNS on network setup page is configuredQ: The phpmyadmin/Joomla/xDove doesn’t work when I click the hyperlink on the QPKGMake sure web server function is on
60BackupQ: Remote replication – with error but can not find the solutionRun the following command to check which file or which step you meet the problem/usr/bin/rsync -avI --sever-mode=1 --whole-file --password="Password" --timeout=120 --port=873 "/share/MD0_DATA/Public/"/share/MD0_DATA/Public/ - the source folder pathremote IPPublic – Remote folder
61Rsync error code 1 Syntax or usage error 2 Protocol incompatibility 3 Errors selecting input/output files, dirs4 Requested action not supported: an attempt was made to manipulate 64-bit files on a platform that cannot support them; or an option was specified that is supported by the client and not by the server.5 Error starting client-server protocol10 Error in socket I/O11 Error in file I/O12 Error in rsync protocol data stream13 Errors with program diagnostics14 Error in IPC code20 Received SIGUSR1 or SIGINT21 Some error returned by waitpid()22 Error allocating core memory buffers23 Partial transfer due to error24 Partial transfer due to vanished source files30 Timeout in data send/receive
62External DeviceQ: QRAID-1 USB disk can not be used on the internal SATAThe .conf file will record the HDD serial number to make sure the correct HDD is used. Some external USB HDD can not provide correct HDD s/n.Login by telnet, get_sn /dev/sda, vi /mnt/HDA_ROOT/.conf
63MiscellaneousSystem can not correctly bootup, QNAP finder see the NAS name as uLinux.conf1. Check twonky issue or not2. Check available space3. Check .conf, uLinux.conf, raidtab4. Contact QNAP Support for remote troubleshooting