My external drive is no longer being recognized by QNAP (all of a sudden)

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TinoArts
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Joined: Wed Jul 14, 2021 7:26 pm

My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

(please read the "EDIT" at the bottom of this post)

Hi,

I've been actively using my USB 3.1 external 4 TB drive (Ext4 formatted) as a backup destination with HBS without any problem for almost a month. I connected the drive, did a backup and QNAP automatically ejected the drive once the backup was completed.

Today I've noticed my QNAP NAS (131P) doesn't recognize the external drive at all. It won't show up in Control Panel / External Storage, nor in File Station. I was running 4.5.4.1741. I tried disconnecting the drive multiple times, tried all of the USB ports, rebooting the NAS. Then I've tried upgrading to most recent 4.5.4.1800 + rebooting, but no luck, the external drive is still not being recognized. The LED on external hard drive lights up after connecting for a second, but then it goes dark and does nothing (it is not blinking like it should).

I've checked my HBS jobs, and they always finished successfully and ejected the drive. Last HBS backup job went 5 days ago, the drive was powered off since. If I run those jobs now, I obviously get "folder pair not accessible..." errors, since the destination drive is not mounted.

I've tried connecting this drive to my Windows 10 PC and it recognizes is just fine, but of course it says it can't read the data because it is not a Windows filesystem (obviously). I've tried connecting another external drive to the NAS and it works fine.

I found some debugging commands that might be helpful, here are the outputs.

This is the SSH output of "dmesg" command:

Code: Select all

[~] # dmesg
[ 4981.583330] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 4986.583025] usb 2-2: new SuperSpeed USB device number 77 using xhci_hcd
[ 4986.603350] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 4991.603055] usb 2-2: device descriptor read/8, error -110
[ 4992.263624] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 4997.263028] usb 2-2: new SuperSpeed USB device number 79 using xhci_hcd
[ 4997.283267] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5002.283036] usb 2-2: device descriptor read/8, error -110
[ 5002.393292] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5007.393036] usb 2-2: new SuperSpeed USB device number 79 using xhci_hcd
[ 5007.413307] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5012.413054] usb 2-2: device descriptor read/8, error -110
[ 5013.073580] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5018.073035] usb 2-2: new SuperSpeed USB device number 81 using xhci_hcd
[ 5018.093350] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5023.093040] usb 2-2: device descriptor read/8, error -110
[ 5023.203375] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5028.203035] usb 2-2: new SuperSpeed USB device number 81 using xhci_hcd
[ 5028.223264] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5033.223026] usb 2-2: device descriptor read/8, error -110
[ 5033.883539] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5038.883035] usb 2-2: new SuperSpeed USB device number 83 using xhci_hcd
[ 5038.903307] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5043.903028] usb 2-2: device descriptor read/8, error -110
[ 5044.013329] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5049.013029] usb 2-2: new SuperSpeed USB device number 83 using xhci_hcd
[ 5049.033348] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5054.033027] usb 2-2: device descriptor read/8, error -110
[ 5054.693621] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5059.693028] usb 2-2: new SuperSpeed USB device number 85 using xhci_hcd
[ 5059.713265] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5064.713362] usb 2-2: device descriptor read/8, error -110
[ 5064.823288] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5069.823033] usb 2-2: new SuperSpeed USB device number 85 using xhci_hcd
[ 5069.843308] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5074.843050] usb 2-2: device descriptor read/8, error -110
[ 5075.503578] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5080.503069] usb 2-2: new SuperSpeed USB device number 87 using xhci_hcd
[ 5080.523349] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5085.523181] usb 2-2: device descriptor read/8, error -110
[ 5085.633372] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5090.633041] usb 2-2: new SuperSpeed USB device number 87 using xhci_hcd
[ 5090.653267] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5095.653026] usb 2-2: device descriptor read/8, error -110
[ 5096.313536] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5101.313042] usb 2-2: new SuperSpeed USB device number 89 using xhci_hcd
[ 5101.333312] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5106.333029] usb 2-2: device descriptor read/8, error -110
[ 5106.443329] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5111.443026] usb 2-2: new SuperSpeed USB device number 89 using xhci_hcd
[ 5111.463347] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5116.463045] usb 2-2: device descriptor read/8, error -110
[ 5117.123620] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5122.123024] usb 2-2: new SuperSpeed USB device number 91 using xhci_hcd
[ 5122.143264] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5127.143023] usb 2-2: device descriptor read/8, error -110
[ 5127.253288] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5132.253029] usb 2-2: new SuperSpeed USB device number 91 using xhci_hcd
[ 5132.273431] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5137.273056] usb 2-2: device descriptor read/8, error -110
[ 5137.933579] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5142.933025] usb 2-2: new SuperSpeed USB device number 93 using xhci_hcd
[ 5142.953347] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5147.953023] usb 2-2: device descriptor read/8, error -110
[ 5148.063370] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5153.063022] usb 2-2: new SuperSpeed USB device number 93 using xhci_hcd
[ 5153.083263] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5158.083027] usb 2-2: device descriptor read/8, error -110
[ 5158.743536] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5163.743020] usb 2-2: new SuperSpeed USB device number 95 using xhci_hcd
[ 5163.763306] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5168.763040] usb 2-2: device descriptor read/8, error -110
[ 5168.873332] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5173.873032] usb 2-2: new SuperSpeed USB device number 95 using xhci_hcd
[ 5173.893346] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5178.893025] usb 2-2: device descriptor read/8, error -110
[ 5179.553620] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5184.553025] usb 2-2: new SuperSpeed USB device number 97 using xhci_hcd
[ 5184.573264] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5189.573019] usb 2-2: device descriptor read/8, error -110
[ 5189.683285] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5194.683017] usb 2-2: new SuperSpeed USB device number 97 using xhci_hcd
[ 5194.703304] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5199.703023] usb 2-2: device descriptor read/8, error -110
[ 5200.363579] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5205.363022] usb 2-2: new SuperSpeed USB device number 99 using xhci_hcd
[ 5205.383347] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5210.383019] usb 2-2: device descriptor read/8, error -110
[ 5210.493369] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5215.493019] usb 2-2: new SuperSpeed USB device number 99 using xhci_hcd
[ 5215.513262] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5220.513022] usb 2-2: device descriptor read/8, error -110
[ 5221.173535] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5226.173032] usb 2-2: new SuperSpeed USB device number 101 using xhci_hcd
[ 5226.193306] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5231.193029] usb 2-2: device descriptor read/8, error -110
[ 5231.303326] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
[ 5236.303032] usb 2-2: new SuperSpeed USB device number 101 using xhci_hcd
[ 5236.323349] xhci_hcd 0001:01:00.0: ERROR Unknown event condition 10, HC probably busted
This is the "df -h" command:

Code: Select all

[~] # df -h
Filesystem                Size      Used Available Use% Mounted on
none                    400.0M    205.1M    194.9M  51% /
devtmpfs                490.3M      8.0k    490.3M   0% /dev
tmpfs                    64.0M    872.0k     63.1M   1% /tmp
tmpfs                   500.2M    128.0k    500.0M   0% /dev/shm
tmpfs                    16.0M         0     16.0M   0% /share
tmpfs                    16.0M         0     16.0M   0% /mnt/snapshot/export
/dev/md9                493.5M    137.5M    345.6M  28% /mnt/HDA_ROOT
cgroup_root             500.2M         0    500.2M   0% /sys/fs/cgroup
/dev/mapper/cachedev1     2.1T      1.2T    976.0G  55% /share/CACHEDEV1_DATA
/dev/mapper/cachedev2     1.4T    355.8G      1.0T  26% /share/CACHEDEV2_DATA
/dev/md13               417.0M    300.6M    116.4M  72% /mnt/ext
tmpfs                    16.0M     84.0k     15.9M   1% /share/CACHEDEV1_DATA/.samba/lock/msg.lock
tmpfs                    16.0M         0     16.0M   0% /mnt/ext/opt/samba/private/msg.sock
And this is the "cat /proc/mdstat" command:

Code: Select all

[~] # cat /proc/mdstat
Personalities : [linear] [raid0] [raid1] [raid10] [raid6] [raid5] [raid4] [multipath]
md1 : active raid1 sda3[0]
      3897063616 blocks super 1.0 [1/1] [U]

md322 : active raid1 sda5[0]
      7235136 blocks super 1.0 [2/1] [U_]
      bitmap: 1/1 pages [4KB], 65536KB chunk

md256 : active raid1 sda2[0]
      530112 blocks super 1.0 [2/1] [U_]
      bitmap: 1/1 pages [4KB], 65536KB chunk

md13 : active raid1 sda4[0]
      458880 blocks super 1.0 [64/1] [U_______________________________________________________________]
      bitmap: 1/1 pages [4KB], 65536KB chunk

md9 : active raid1 sda1[0]
      530048 blocks super 1.0 [64/1] [U_______________________________________________________________]
      bitmap: 1/1 pages [4KB], 65536KB chunk

unused devices: <none>
I've also opened a ticket at QNAP but I'm also trying here, because they tend to reply with 1 message/day maximum and this is quite urgent.
What could be the issue?

Thank you very much.

IMMEDIATE EDIT: Ok, right after posting this post I've noticed the LED on my drive is flashing and the drive is recognized by the NAS, I was able to run the HBS jobs successfully. However, I literally did nothing for the past 2 hours or so - what could be the issue? Is it possible it just got fixed by itself? How could I prevent this in the future? Just another info from top of my head, RAM and CPU usage was low, so that was not an issue.
OndrejHolas
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Posts: 2
Joined: Fri Dec 31, 2021 4:21 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by OndrejHolas »

Hi,

exactly the same behavior was observed here with TS-231P after upgrade to 5.0.0.1891 (from 4.4.3.1439 which worked fine). Bursts of "HC probably busted" errors in dmesg appear after connecting any USB3 device (tried several external drives and flashdisks). Finally I was able to get that external drive working using USB2 cable (forcing it to behave as an USB2 device). It seems to me that recent firmware versions probably contain a new bug in xhci.

Brgds,

Ondrej
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

Hey, I don't currently have an USB 2 cable to try. QNAP responded on my ticket that I should try to update to 5.0.0.1891, I will try that asap, but I don't have high hopes based on your post.

It acts really strange, I am basically reconnecting the drive 5-10 times a day randomly (every now and then) and it does connect probably 1 out of 10 times. I am able to do a backup at least every other day, but it is extremely inconsistent and as I said, doesn't work in 90% of cases. And even if it does connect, it takes way too long for the NAS to recognize the device. Transfer speed are very decent however, they seem absolutely intacted.

I will post an update both here and to the QNAP when I'll update the NAS.
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

I confirm that nothing change after updating to 5.0.0.1891, I'm sending updated logs to QNAP, will keep you posted here as well.
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

I can also confirm after couple of days of testing that it behaves the same with USB 2.0 cable. The drive is not recognized most of the times. I manage to connect it randomly from time to time and do a backup. The connection is stable until the drive is ejected again.

QNAP asked what the HDD manufacturer and model number is (I guess they'll reply it's not on their compatibility list, even though it is not so relevant since it has been working for months up until now) and also asked for HBS3 logs, which I sent them. I will keep this thread updated.
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

Update: Still no response from the QNAP, they relayed my ticket to the Dev team 2 weeks ago, no solution yet.

In the meantime it was working almost OK for more than a week. "Almost OK" means the drive always connected within less than 10 seconds, and if not, a simple disconnecting and connecting it again solved it, and it always worked. Now it does not work anymore, I am unable to connect it for 3 days already (tried dozens of times). No updates to firmware nor apps were done, seems extremely random.
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

I've pinged the QNAP support again and got a reply, that their dev team verified this and acknowledged this as a bug, and are currently working on a fix.

My most up to date findings are that it works well after full NAS restart for a couple of days (3-4), then it stops working again and the NAS needs to be restarted again.
OndrejHolas
New here
Posts: 2
Joined: Fri Dec 31, 2021 4:21 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by OndrejHolas »

For TS-231P, the recently released version 5.0.0.1986 build 20220324 seems to have this bug resolved. Release notes enlist the bug described as "Certain NAS models could not display a connected USB external drive" as fixed.
JEromeC47
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Posts: 1
Joined: Thu Feb 18, 2021 10:58 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by JEromeC47 »

I have the same issue on my QNAP TVS-472XT NAS, currently running QTS 4.5.4 .1931

The "LaCie rugged Mini" I used for the past 16 month stopped being recognised when plugged in the front USB port, following a firmware upgrade & restart, (I cannot recall what firmware what running before and don^t know where to look to find out)
Strangely the same drive gets recognised and mounted properly on either of the back USB ports.
To push the investigation further I purchased another external drive a "WD MyBook" and this one works with the front port

I'm not sure I want to update to 5.0.0 as I connect to my NAS from a mac with Thunderbolt and need a solid reliable connection there (which seems to be an issue with 5.0.0)

QNAP support is suggesting a replacement under warranty

Is there any other options? revert to an earlier firmware 4.5.x...
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

I can confirm my issue seems to be resolved with 5.0.0.1986 build 20220324 firmware for TS-131P. It's only been couple of days and I don't want to jinx it, but it seems stable.

JeromeC47: Unfortunately I can't help you, but warranty replacement seems like a "F you" type of solution from QNAP - especially these days, when similar issues were literally debugged in the most recent firmware updates, so there's a good probability something is still wrong with their OS.
FSC830
Experience counts
Posts: 2043
Joined: Thu Mar 03, 2016 1:11 am

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by FSC830 »

FYI: I am also using two LaCie rugged minis at a TS-473A with QTS 5.0.0.1986, the drives are rather new but running without any issues at front port and OTC.

Regards
Last edited by FSC830 on Fri Sep 09, 2022 4:01 am, edited 1 time in total.
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

2 months and the very same issue is back. Unbelievable.

// Updating to 5.0.0.2055 build 20220531 helped, but I am almost sure it will start to be buggy again in a couple of weeks/months.
TinoArts
Starting out
Posts: 20
Joined: Wed Jul 14, 2021 7:26 pm

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by TinoArts »

Yep, the issue is not surprisingly back (no stable firmware update available). :roll:
leonivek
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Posts: 1
Joined: Fri Sep 09, 2022 3:31 am

Re: My external drive is no longer being recognized by QNAP (all of a sudden)

Post by leonivek »

I was experiencing the same thing with a USB Type C to Type A external hard drive. I had tried everything and it would not recognize it. The only thing that made it work was the order in which I plugged things in.

Try this:
  1. Make sure that your drive's USB cable is completely removed. The cable should not be plugged into anything, yet.
  2. Plug the power into the external hard drive and turn the drive on.
  3. Plug the USB cable into the NAS first. (I used the front port.)
  4. Then, plug the USB cable into the external hard drive.
  5. The drive is now recognized.
This is the only way my NAS recognizes it. I don't know why. If I plug the USB cable into the drive first and then the NAS, it doesn't work. It has to be in that order. I have no idea if it's because of my external drive enclosure and that it's a Type C cable or if it's an actual NAS issue.

Maybe this helps others.

Cheers.
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