Is it possible to just separate the instalation for security fixes and firmware upgrades, if that is the main reason downgrading is now not allowed. In turn, this will allow us to downgrade firmware and install the required security fixes.
Great explanation Sam, and this makes sense from the compliance perspective. I just wanted to make sure the roll-back path was a valid option with the support team, and that I wouldn’t need to work my way to “level 5” support over several weeks to find someone technical enough to get a roll-back executed. Let’s hope the roll-backs are very few and far between and thanks again for taking the time to explain it.
Any idea when we will finally see QTS 6?
Thanks for the clarification Sam, but it would have been nice if the option to contact support for a rollback had been explained - it was not.
Not everyone is in the EU, so the cybersecurity regulation does not apply to all of your customers. I understand that its a very likely scenario in other countries in the future, so I can understand the reason behind the decision.
The response time of your Support team can leave a lot to be desired, but the only channel available is via email. In many organizations, service levels for email response is generally within 12-24 hours but when it comes to computer technical support, they offer other support channels such as voice and chat. That is not the case with QNAP. It can take 6-8 hours for an initial response if you’re lucky enough to have a problem during the week, but late in the day on Friday or on weekends, you’re out of luck. Follow-up responses after a customer responds can and do take just as long. That just is not feasible for any number of individuals. The ticket I opened on July 14th? Today, July 21st, they’ve finally decided to request access to my system through HelpDesk. Fortunately I had already managed to address the issue on my own, but they want to investigate further.
I have a feeling that as your customer base transitions to QuTS Hero 6, and starts experiencing issues, the dissatisfaction on this is going to grow.
This is ty[ical of laws made by people not involved in an industry. The inability to roll back makes people want to stick with a working firmware for a long time. Not getting the latest security fixes. If you put a firmware update on on a Friday night or weekend on a production machine and it breaks something, what are you going to say to the staff on Monday?
To be honest, I’d probably say quite a bit, and none of it complimentary!
In the power settings there is a setting for EU sleep mode. Why not link that setting to the ability to revert. Assumedly, those in the EU would be obliged to check that box. If they don’t, it is not QNAP’s problem. Alternatively, the rest of the world can pass laws requiring reversion.
Or, when you set up yhe NAS, instead of China or rest of world, add EU as a choice.
Just out of curiosity, I looked for this EU sleep mode - I don’t see it in the power settings for QuTS Hero. Maybe its just for QTS, or maybe my hardware doesn’t support it. Its a TS-h1887XU-RP, so it probably doesn’t support it since its a rack-mount unit.
“Control Panel”, “power” , “Eup mode” in both QTS and QuTS.