We would like support with a critical issue that occurred after a recent automatic firmware update (QTS 5.2.5.3162) on our QNAP TS-673A device. Following the update, we encountered unexpected data loss in one shared drive. While some of the deleted data was partially found in the Recycle Bin, a significant portion appears to have been permanently deleted and is no longer accessible.
We would greatly appreciate your support in this regard. Kindly advise on any available recovery tools, recommended steps, or required system logs to assist in diagnosing and potentially recovering the lost data.
More context: The major portion of one whole shared folder got deleted at around 04:30AM when nobody was using the NAS at the next day of firmware upgrade.
The deleted portion has many file types (e.g., archives like zip, tar.xz, etc. & source code like .h, .c, .cpp, .py, etc. & PDF’s & many text files without any file extensions).
There is a part of content that landed in the recycle bin at 04:30 AM (modified time of the articles in recycle bin). There is still much more content that is not only deleted from the shared folder but also didn’t land in recycle-bin.
We used a tool called “testdisk” (ran directly in NAS via SSH console) that at least shows the name of the deleted items on the NAS’s filesystem. There we could see a more completed list of deleted items marked in “red”. The modified time (deletion time) is also around 04:30AM for all these deleted (red) items.
I understand that your data is very important to you. Please open a support ticket and let our Support Team see how they can assist you.
You can open a ticket through our Helpdesk or directly via the forum.
Jawab, hopefully you’ve opened a ticket on this. Jawab, SteveKo, please post any updates on this thread. Have 873A and 1273AU on hero, fortunately still on 5.2.4 but with 70TB+ shared folders, kinda freaked out hearing of this. (even with redundant backups needing to recover would be daunting task. I don’t want overhead of and do not trust QNAP snapshot funtionality so full restore is necessary when firmware upgrades do something like this.). As of now this firmware version has not been withdrawn for either of the devices mentioned…
I’ve checked with our Support Team, and we haven’t received any other reports of data loss for this version. This is why we’re encouraging Jawab to open a ticket; we’d like to understand what caused this issue.
