Webservices don't restart after QNAP reboot following power failure

English
1

My QNAP is a TVS‑H874 with an Intel Core i5 12th‑gen and 32 GB of RAM.
My current firmware is QTS Hero 5.2.9.3410.

During some storms in my city, my NAS was subjected to power failures. At one point, the power went out and came back up quickly (within less than 10 minutes) three or four times. The NAS is connected to a powerful UPS via USB. This UPS notifies the NAS when a power failure occurs and also when power is restored. The system was configured to shut down the server after 5 minutes of power failure.

On that day, the system entered shutdown mode, then the power came back up. It then entered “cancel shutdown” mode, but then the power went out again. This happened several times during the day. The NAS never experienced power loss. The UPS kept it powered corretly all the time.

After this event, the NAS started to show a symptom: when the system is shut down and then powered back on—whether because of a power failure, a reboot, or a firmware update—the web services no longer start correctly. If you try to log in to the administration page, you get the message “Error 500 – server not available”.

The only way I found to bring the NAS back into operation is to log in via SSH as administrator and manually stop and restart the services using the following commands, in this exact order:

bash

cd /etc/init.d
sudo ./Qthttpd.sh stop
sudo ./thttpd.sh stop
sudo ./thttpd.sh start
sudo ./Qthttpd.sh start

After running these commands, it becomes possible to log in again, and services such as Qsync are also restored.

I opened a ticket with QNAP support, but they did not seem very interested in the problem. Their suggestion was to back up the data and reset the NAS to factory defaults, then start from scratch—as if this were some kind of entertainment device, a gaming PC, or something similar.

Steps that were tried without success:

  • Re‑configuring the network interfaces because Perplexity, analyzing the logs, suggested that the service was taking too long to start up due to an IP being configured on the physical interface.
    → Done, but it did not fix the issue.

  • Manual re‑installation of the firmware.

  • Re‑installing the firmware following the step‑by‑step instructions in the “firmware recover” document on QNAP’s support website (twice).

There were several remote access sessions by QNAP support, but they were unable to even determine the root cause of the problem.

I believe that if I completely reset the NAS, the problem will be solved. However, I would then risk losing data. Besides using the NAS simply as storage, I also run a DNS/DHCP server, a database, and a video and photo library on it. There are also many configurations, such as backups from corporate OneDrive to the NAS, email backups, and other custom settings that have been built up over time and cannot simply be backed up and restored.

All of my users are remote: they use Qsync, two‑factor authentication, etc. Supporting all of them one‑by‑one after a factory reset would be a major problem.

Even if I decided to go through this reset procedure, QNAP has never investigated or fixed the root cause of the issue, which was the incorrect way the NAS handled a rapid sequence of power interruptions and restorations. Next summer, when the storm season returns, I could end up with the same problem again.

This is a warning to anyone using the same kind of configuration that I have: if you experience repeated power failures and restorations, you have a good chance of encountering the exact same issue on your NAS.

Before I reset the NAS, I would like to know if anyone has suggestions on how I could identify what is causing these two services to fail during boot, and how to fix them.

I do not have Linux knowledge, so I am limited in what I can investigate on my own.

2

Thank you for bringing this up on the forum, and we sincerely apologize for the unsatisfactory experience you had previously. Regarding this issue, we would like to do our best to help resolve it for you. We will have our Support Team reopen your previous support ticket and have our engineers analyze it further, as well as attempt to reproduce the issue internally. If remote access to your environment is needed, we may reach out to you for assistance at that time. Thanks!

3

So did doing this fix things? What happens if you simply shutdown the NAS and then start it up again? Does that work?

I’m guessing that the NAS begins to start shutting down services and then doesn’t properly restart them when the shutdown is cancelled.

This is a major problem for you. What happens if your drives fail? A NAS by itself is not a backup and a RAID is not a backup. You should always have multiple copies of your data/settings some place else including off-site. It’s not good for you or your business to have a possible single point failure which is what you are dealing with here…

4

Hello tks for the reply.

To answer your comments. No restarting the NAS in any possible way is not solving the problem. Its exactly what causes the problem.

I do have backup of the data on another NAS and in the cloud (one drive) as well. What is not possible to have a backup is the DCHP / DNS for now. The hardware itself proves to be very reliable. It´s my 3rd qnap NAS and I havent had a single harware fail in many years. QNAP doesn´t have at the moment a way of redundant NAS config. Looks like it will be possible in the future with QTSH 6.0. So taking a NAS offline will always create a problem anyway. We are a small company with limited budget not a corporate.

5

You should definitely have a ticket open with QNAP.

Something is getting corrupted somewhere. Their support team may be able to help fix this.

High Availability/Redundant NAS support is available now in QuTS Hero version 5.3. But the NAS models/configurations need to match exactly.

7

I @Steveko haven´t seen any reopening of my ticket.

Q-202512-60732
8

Altready tried that. Please read my original post completely.

9

@SteveKo Qnap is not going to help ?

I need to know as i need to plan next steps soon.

11

Hi @Giulio

First of all, we sincerely apologize for any inconvenience this may have caused, and we truly appreciate your patience throughout this process.

I was informed earlier that the previous agent handling your case has left the company, so a new support ticket was opened for you a few days ago. However, we will need you to accept it before we can proceed further.

Could you kindly check your email and accept the new support ticket so that we can continue assisting you as soon as possible? Thank you so much for your understanding and patience!

12

Any update on this? I had nearly the exact same issue happen a few days ago on my TS-653D running QTS 5.2.9.3451.

It’s connected to an APC UPS via USB and configured to enter auto-protection mode after 30 minutes of power failure. We had an outage that lasted about 2 hours a few days ago and the system failed to properly reboot and come back online automatically. I was not home during the outage and when I returned home I found it had seemingly attempted to reboot as the power and all 6 drive LEDs were illuminated, yet there was no disk activity (all LEDs were illuminated solid and there was no drive noise) and none of the web services were accessible. I pressed the power button to turn it off and then turned it back on. It booted up completely normal after that. However, now I can’t depend on it to properly recover automatically after a power failure as it should.

13

Hello,

i use only “Turn off the server …” and it work fine with all my nas

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