QNAP NAS Technical Support

For 3.3.x firmware

By Alan Huang

Introduction

• How to find QNAP Products relative information– Web Site

• Compatibility List - http://www.qnap.com/pro_compatibility.asp

• On-line Tutorial – http://www.qnap.com/pro_features.asp • Comparison table – • http://www.qnap.com/images/products/comparison/Comparis

on_NAS.html

– Forum – forum.qnap.com

• Wiki http://wiki.qnap.com

• FAQ http://www.qnap.com/FAQ.asp

• How to get support from QNAP– On-line Support Form

• Reply within one working day

– Forum– MSN- q.support@hotmail.com- /Skype -

qnapskype– Telephone -+886 2 8698 2000 #6

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

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– http://wiki.qnap.com/wiki/

TeamViewer_setup_for_remote_desktop_connection

• Other methods are also possible, like Logmein, showmypc, Windows Remote Desktop, VNC

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

Power Supply

Case Fan

RAM

Mainboard

POST beep

LAN

eSATA

USB Device

LCD module

LED

HDD/HDD Tray/Backplane

DOM/System Firmware

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

– http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html

• Winscp for file upload/download through ssh– http://winscp.net/eng/download.php

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.

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 http://www.busybox.net/downloads/BusyBox.html.

– NOTE: Not all commands are supported on QNAP NAS.

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

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

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

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

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 169.254.100.100

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

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

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

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

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

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.

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

System Administration - Hardware

• HDDs doesn’t enter standby mode

• Check settings

• http://wiki.qnap.com/wiki/Find_out_which_process_prevents_the_hard_drives_from_spindown

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.

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 http://www.cgsecurity.org/wiki/PhotoRec)

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

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

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

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).

Firmware Reflash Guide1. 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 Finder2. 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

3. 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)

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/update.sh /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.

MAC address modification

• ARM-based NAS– http://ip:8080/cgi-bin/hwtest/hwtest.cgi?func=main– Or http://ip:8080/cgi-bin/hwtest/hwtest.cgi?func=hw_pro

• NMP-1000– http://ip/cgi-bin/hwtest/hwtest.cgi?func=main

• Intel D410/D510 NAS– http://ip:8080/cgi-bin/hwtest/hwtest.cgi?func=hw_pro

• Intel-based NAS– Check “MAC address modification guide for

QNAP x86 NAS.doc”

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

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

HDD SMART

• Abnormal– 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.

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).

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.

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).

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--)

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.

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

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– http://www.qnap.com/pro_application.asp?ap_id=153

• Windows 98 can not login– http://www.qnap.com/faq_detail.asp?faq_id=649

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 55536 ~ 56559– Configure external IP address

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– http://www.qnap.com/faq_detail.asp?faq_id=569– Move files to other folder, restart iTune, move files back to Qmultimedia

folder gradually to check with file/folder cause the problem

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

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

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

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/" "UserName"@172.17.21.51::"Public"

– /share/MD0_DATA/Public/ - the source folder path

– 172.17.21.51 - remote IP

– Public – Remote folder

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

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

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