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QNAP NAS Technical Support

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Presentation on theme: "QNAP NAS Technical Support"— Presentation transcript:

1 QNAP NAS Technical Support
For 3.3.x firmware By Alan Huang

2 Introduction How to find QNAP Products relative information Web Site
Compatibility List - On-line Tutorial – Comparison table – Forum –

3 Wiki

4 How to get support from QNAP
On-line Support Form Reply within one working day Forum MSN- /Skype -qnapskype Telephone #6

5 Access to QNAP Device In 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 desktop In 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

6 Access User’s Desktop If 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 desktop QNAP recommend using Teamviewer Other methods are also possible, like Logmein, showmypc, Windows Remote Desktop, VNC

7 NAS Hardware Checking Some QNAP NAS provide VGA port on the back. User can connect VGA monitor and USB keyboard to check the detail system information

8 Power Supply

9 Case Fan

10 RAM

11 Mainboard

12 POST beep

13 LAN

14 eSATA

15 USB Device

16 LCD module

17 LED

18 HDD/HDD Tray/Backplane

19 DOM/System Firmware

20 NAS 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 PC ssh/telnet tools putty for ssh/telnet connection Winscp for file upload/download through ssh

21 HDD 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.

22 General Commands dmesg - Show the latest system message.
ps - report process status top - display top CPU processes fdisk –l - list partition table of all disks df - Print the filesystem space used and space available. cat - print the file content to screen more - print the file content to screen page by page cd - change directory ls –al - list directory contents For more command that can be used, please check NOTE: Not all commands are supported on QNAP NAS.

23 General 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 station twonkymedia -> /mnt/ext/opt/twonkymedia/ - Twonkymedia program storage location, this may be a folder or linked to /mnt/ext/opt/twonkymedia update/ - Firmware file temporary storage location update_pkg/ - program files storage, QPKG file temporary storage location

24 Default system configuration files
The default system configuration files are stored under /etc/default_config folder If user want to configure the settings back to factory default, just overwrite the default config to the /etc/config For example, if user want to reset the uLinux.conf back to default cp /etc/default_config/uLinux.conf /etc/config

25 Some 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 – Appletalk atalkd – Appletalk apache - WEB server apcupsd - APC UPS service bcclient – BT download process for each download task btd – Download Station crond - Task scheduler daemon_mgr - A process that monitors other processes and restarts them if they stop gpiod - gpiod & picd together monitors and handles your beeper, status LED, fan and all the buttons on the NAS hotswap - hot swap disk service ietd – iSCSI service ImRd - Service that creates the thumbnail pictures for the multimedia station lcdmond – LCD display daemon mlnet – MLDonkey service mt-daapd - iTunes server

26 Some process list mysqld - mysql daemon nfsd – NFS deamon
nmbd - NETBIOS Name Service & NETBIOS Datagram Service ntpdated - Network Time Protocol service nvrd – Surveillance Station picd - gpiod & picd together monitors and handles your beeper, status LED, fan and all the buttons on the NAS proftpd - FTP service qLogEngined - Log service qsyslogd – Log service qsmartd - S.M.A.R.T. disk service rpc-mountd – NFS mount daemon rpc-qoutad – NFS remote quota server rsync - Remote replication sh - shell smbd - NETBIOS Session Service & Microsoft Directory Services sshd - SSH service stunnel - Secure tunnel for HTTPS access _thttpd_ - WEB service for system management (default is 8080) utelnetd - Telnet service

27 Installation QNAP 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

28 Some 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 right raidtab - RAID configuration proftpd.conf - FTP server settings apache.conf ( or under apache folder) - Web server configuration file passwd / shadow - Users password file

29 General Problem on setup NAS
IP settings doesn’t save after reboot Make sure the NAS have been initialized with HDD installed Finder can not find the NAS Make sure firewall doesn’t block the finder’s access to network Make sure the LAN port LED on NAS is on/blinking Fail during initialize HDD Make sure the PC’s IP is on the same subnet of NAS Make sure the firmware file is correct and unzipped Try changing network cable Make sure the HDDs are OK – can telnet/ssh to the NAS to check dmesg

30 Web administration The default port is 8080
Only users in administrator group can enter web administration page Only support IE, Firefox, Safari and Chrome on 3.x UI

31 General Problem on Web administration
Can not login with correct username /password Clear browser cache Press reset button to reset admin password After input username/password, NAS ask for changing password The user is not on administrator group AD user is not allow to login web administration page

32 System 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

33 System 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 connect Make sure port trunking settings is enabled both on Switch and NAS with same mode.

34 System Administration - Hardware
The configuration reset switch is disabled but forgot admin password Need 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

35 System Administration - Hardware
HDDs doesn’t enter standby mode Check settings

36 System Administration - Hardware
Q: The system log show fan failure but the fan is still running Make 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.

37 System Administration – Network Recycle Bin
Network recycle bin only support samba and afp connection Q: 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

38 System Administration – Backup System Settings
Copy the backupdata.bin file to any folder of a QNAP NAS Use the following commands to extract the settings PC1 d ICPIPNASWAREV301 backupdata.bin backupdata.bin.tgz tar –zxf backupdata.bin.tgz

39 System Logs Q: The system logs show nothing or no new log
Use the following command to recreate logs cd /mnt/HDA_ROOT/.logs rm conn.log rm 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

40 System 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

41 System Logs Q: 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).

42 Firmware Reflash Guide
Flash Image Firmware This firmware is used to update the flash / DOM (disk on module) firmware This kind of firmware can be updated through QNAP Finder Update Image Firmware This 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 site Full Image Firmware This 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)

43 Firmware Update The firmware can be updated through web administration page, QNAP Finder and ssh/telnet command Q: I can not update the firmware Make sure the firmware file is correct and unzipped check there is enough space under /mnt/HDA_ROOT Update by ssh/telnet with the following procedure Copy firmware file to /Public folder Connect by ssh and enter the following command cp /share/MD0_DATA/Public/U_xxx.img /mnt/HDA_ROOT/update ln -sf /mnt/HDA_ROOT/update /mnt/update /etc/init.d/ /mnt/update/U_xxx.img If above doesn’t work, reboot the NAS and try again. If still doesn’t work, allow QNAP support to remotely connect to check.

44 MAC address modification
ARM-based NAS Or NMP-1000 Intel D410/D510 NAS Intel-based NAS Check “MAC address modification guide for QNAP x86 NAS.doc”

45 Restore to Factory Default
This will reset all settings and format all the volumes Q: I accidentally click the Reset button of Restore to Factory Default, how can I restore my data Try data recovery software( for example, testdisk/photorec) or contact your local data recovery company

46 Disk Management – Volume Management
Use mdadm to create the software RAID If the RAID is unmount or have some problems, try Recover button on RAID management Tools page

47 HDD SMART Abnormal Normal Good
Any SMART value is equal or less than trhreshold. Hard Disk temperature is higher than 65 degree C. Normal Any 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. Good No any above condition.

48 iSCSI Q: 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).

49 Encryption 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 password Q: 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.

50 Access 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).

51 Access 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 Public Archive – 766 (rwxrw-rw-) Hidden – 667 (rw-rw-rwx) Read-only – 444 (r—r—r--)

52 Access 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.

53 Access Right Management
Q: There is no network share or some network shares disappear Check smb.conf In 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

54 Network Service Q: Can not login with different username
Windows limitation. Open Windows command prompt and type the following command to delete previous connection net use \\ip\share /D User 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 shares Q: can not join AD Windows 98 can not login

55 FTP 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/Firewall FTP port : default 21 Passive port : default ~ 56559 Configure external IP address

56 Application Q: Can not login to Multimedia Station
User is different from internal user, need to login by admin and create user on multimedia station Q: The thumbnail file is not created automatically The thumbnail creation will run every 3:00AM. User can run manually to check which file cause the problem /usr/local/sbin/ImR_all -soft /Qmultimedia Q: Can not download on Download Station Check DNS setting on network setup page Check port opening, default 6881 ~ 6999 Q: See nothing from iTune server Move files to other folder, restart iTune, move files back to Qmultimedia folder gradually to check with file/folder cause the problem

57 Application 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 Internet Make sure you have correctly setup the WAN IP/port and forward the port on your NAT router/firewall On liveview page, the video stream is from the IP camera directly on current firmware

58 Surveillance/MySQL Q: I already use the latest firmware, but when I want to setup surveillance/mysql, the NAS ask me to update system firmware The firmware is incomplete if you just initialize the NAS through web administration page User need to update firmware again to install firmware with full features

59 QPKG Q: Get QPKG doesn’t work
Make sure DNS on network setup page is configured Q: The phpmyadmin/Joomla/xDove doesn’t work when I click the hyperlink on the QPKG Make sure web server function is on

60 Backup Q: Remote replication – with error but can not find the solution Run 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 path remote IP Public – Remote folder

61 Rsync error code 1 Syntax or usage error 2 Protocol incompatibility
3 Errors selecting input/output files, dirs 4 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 protocol 10 Error in socket I/O 11 Error in file I/O 12 Error in rsync protocol data stream 13 Errors with program diagnostics 14 Error in IPC code 20 Received SIGUSR1 or SIGINT 21 Some error returned by waitpid() 22 Error allocating core memory buffers 23 Partial transfer due to error 24 Partial transfer due to vanished source files 30 Timeout in data send/receive

62 External Device Q: QRAID-1 USB disk can not be used on the internal SATA The .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

63 Miscellaneous System can not correctly bootup, QNAP finder see the NAS name as uLinux.conf 1. Check twonky issue or not 2. Check available space 3. Check .conf, uLinux.conf, raidtab 4. Contact QNAP Support for remote troubleshooting

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