NAS cant be seen on the network after powersurge

English General
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1

Customer of mine brought in his TS-473 after he could not see the device in the network after a power surge.

Trying to network reset with a 3second press on the reset (with the drives on) does nothing.
Connecting the NAS directly to the pc over ethernet cant find the NAS on QFINDER and also cant see any traffic on wireshark related to the NAS.
I removed the drives, booted, did a network reset, connected the NAS directly on the PC and i can now see it on qfinder on its fallback ip (169.XXX.XXX.XXX)
I am promted to do the setup wizzard which i dont want to follow in case i fuck everything up.
I started a live chat with Mariusz and he told me i can either follow the setup wizzard or open a ticket to do it the hard way with SSH and i wont need to reconfigure everything.
I try to open a support ticket via the platform but when i fill up everything and hit send message i get a pop up that says “validate fail” and nothing else.
I tried opening up a ticket with chrome, edge, firefox,opera and i get the same error every time.
Can someone please help me with this? i waste 1 hour trying to open a ticket and it doesnt let me no matter what. (Yes i checked if i filled everything up)

2

Resetting the NAS without drives won’t do anything, as all settings and OS are on the drives.

How is the backup situation of your customer?

3

The important factor here is how it was originally setup. It could be working fine (with the drives installed), but have a different IP address if it was set to static.

What does “does nothing” actually mean?

Did you follow the right steps?

I’d suggest putting the drives back in and figuring out what IP address is being used. If you reset properly, then it should pick up a DHCP address assuming you run a DHCP server. Check to see if it “appears” to boot properly at least. Note that it can easily take 10 minutes to boot up. Then check for network activity. If the reset was disabled in the GUI, then you need to figure out the IP and subnet used, and you will need the admin credentials from the client.

4

I had the TS-473 sync to his old NAS, so data wise, its all there.

5

I did follow the steps the agent from qnap live chat gave me.
He said that i need to open a ticket so that some rep can do a teamviewer session with me, which is not possible.
NAS with the drives on wont pick an IP from a DHCP.
I configured a mikrotik router, only hooked up the NAS to it. Run packet sniffer on the interface and there is no traffic from the NAS side. Mikrotik is advertising DHCP which is not being picket up by the NAS.

6

I finally managed to open a ticket (Q-202511-56863).
Pretty sure their ticket service was broken yesterday.
Hope someone jumps in swiftly so we can fix this.

7

---- Tranlation added by Dolbyman—

The NAS has 4 network ports. Have you tested them all?

Did you check that no trunking was active?

Die NAS hat vier Netzwerk Ports - alle getestet?
Den Kunden mal gefragt ob er Port BĂĽndelung betrieben hat?

8

@Alfred_Kopal , please write in English here

What about starting the NAS with no disks, does it boot into DHCP discoverable web setup?

9

Support responded. Followed their instructions and somewhat rebuilt the system. Disk 4 is gone. I have no GUI access but i can see the NAS in file explorer and can access data. Idk if im supposed to reboot now or.

10

Take a backup if you don’t already have one before doing anything else.

11

We have received the support ticket you opened.

Our Support Team will continue assisting you through the ticket channel. If you have any further questions or observations, please feel free to share them with us. Thanks!

12

Thank so you so much! Looks like we in a good road.

13

The NAS was saved. Thank you qnap support team!

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