QNAP NAS Community Forum

I don't know if it does any good to post this here. I have created a ticket with /QNAP.
ABSOLUTELY HORRIBLE SUPPORT on this case. I will post my rant about that in another post.
But for the actual issue, this is what I posted in my ticket:

Multiple NAS configuration:

Site 1:
TSINI453B (TS-453B NAS) SN: Q17CI03060, FW: 4.3.6.0993
QNAPTSI (TS-569 Pro) SN: Q133I15368, FW: 4.3.4.0695 Build 20180830

Site 2:
TSISM253B (TS-253B) SN: Q174I15304, FW: 4.3.6.0993
Have backup jobs (existed prior to HBS3):
TSINI453B to QNAPTSI (Same internal network
TSISM253B to QNAPTSI (Remote over Internet).
Both backup jobs start running and never get past 0%
I have tested connection thru Remote Spaces and devices are connecting.
Backups have been failing since firmware upgrade to 4.3.6 and HBS3.
In addition, TSINI453B has Cloud Backup to Wasabi, that began failing at same time.
Error shown is: [Hybrid Backup Sync] Failed to complete Backup Job: "Wasabi-Primary". Download diagnostic report and contact QNAP support. Error: TypeError
I am attaching screenshots and diagnostic logs from all 3 NAS devices.

In addition to above I am adding the following here:
- For the TSINI453B, there are 3 backups, one to USB drive, one to remote NAS on same internal network, one to cloud
At this point ALL jobs fail or don't even process. My client now has not had a backup done in over a weeks time.
- I have attempted to create a new backup to the USB drive, but it seems that versioning and QuDedup conflict with each other
If you enable Versioning, QuDedup enables itself automatically, and you can't disable it.
This job fails with the error: Failed to complete Backup Job...Download diagnostic report and contact QNAP support. Error: AttributeError
I have a similar job to USB on the TSISM253B NAS, and it has versioning enabled with QuDedup disabled...this job existed between HBS2 & HBS3. I assume that's why it can be set that way.
Versioned backups to USB seem to be working fine for that NAS, which leads me to believe that QuDedup is the culprit.

If I could get support from QNAP, I wouldn't be so frustrated.
I don't know if anyone from QNAP is monitoring these posts, but your lack of support here is disappointing.

LThibx

I'm guessing your raised a support call around your time of posting this thread?
Fri 9:30pm. do you think QNAP is 24/7 support? they never answer a ticket within the first couple of hours generally (in working hours) you will need to wait til Monday at the earliest. and then they may ask you for more information if you have not given it already. and that's if you have submitted to the correct URL as it has changed recently.

OLD Helpdesk: https://helpdesk.qnap.com/index.php/Tickets/Submit

NEW Helpdesk https://www.qnap.com/en/support-ticket/

ok firslty so can you confirm the "speed test" works from your source NAS to the Target NAS? goto HBS3, select Storage Spaces, then select Remote NAS. then click on the edit icon for the remote NAS. next a new window will load, and you can click on Speed Test Button. this allows the source and Taget NAS to make a very quick test.

does it work?

Toxic17 wrote: ↑Sat Aug 17, 2019 3:07 pm
NEW Helpdesk https://www.qnap.com/en/support-ticket/

seems like now you can register your device for warranty purposes (i don't recall this being possible before?) whereas before you only could do this via adding the device to myqnapcloud. they are 2 separate things, because after registering device to new helpdesk, it will also hint for you to take a step further to link to myqnapcloud (which is not something everyone is comfortable doing).

@Toxic17 - Simon
Appreciation your input.
No I wasn't clear about the support ticket. I created this ticket LAST MONDAY (08-12-2019)...in the new portal
1. When creating the ticket, I updated diagnostic logs.
2. When you get response in email, you can't reply back in email, you have to go to the online ticket portal. (and I am using the new portal).
3. I have gotten responses about arranging a time, Except for once I respond within minutes, and never get a timely response back to coordinate a session.
Then it starts all over the next day. Last response was that he tried to contact me...no call at my phone. Again I respond in minutes. Every message I have my phone number in it, and don't hear back for the rest of the day.
That was yesterday around 4:52 PM CDT. They are two hours back 2:52 PM PDT.
I have asked for the ticket to be reassigned to someone else. that was ignored.
I'm sorry, I am an MSP, I provide support and deal with support all the time. And to be fair, QNAP support has been pretty decent in the past. This time it is horrible.


Thirdly:
I did recheck and test the connections in Storage Spaces...no problem with connections. Speed is at 38MBs (304Mbs) between the two local NAS.
But forget backups between NAS devices. I have a USB drive connected to the primary NAS, I can run a one way sync job to it, but not a backup job.

Sat Aug 17
Earlier this morning, I deleted the original NAS to USB backup job, deleted the folders on the USB, created a new parent folder, set up a new backup job,
and after a minute or so, it fails with the error:
[Hybrid Backup Sync] Failed to complete Backup Job: <Job Name>. Download diagnostic report and contact QNAP support. Error: AttributeError
I deleted and recreated the job, this time with Versioning off, QuDedup on by default. It ran and after 3 hours completed successfully.
Not the result I want because now there are no versions on the USB drive...something left to resolve.

I then created a new NAS to NAS job. This one with Versioning On, and for some reason QuDedup is not on by default (Yay!!!)...
This job now runs successfully.

I believe it is an issue with QuDedup, as I said before.

Wed Aug 21
Reviewed the jobs I mentioned above, they are now running successfully.
I then created a new remote NAS to NAS job (site to site). Able to specify versioning without QuDedup enabled (seemingly default).
Job ran for about 17 hours but processed successfully, and subsequent nightly processing is occurring as expected.
Pre-existing job of NAS to USB also is running successfully. Only pre-existing job that has survived the HBS3 update.
At this point, only have my cloud backup job and the newly created NAS to USB that is not allowing versioning to deal with.

Lastly,
All this done without connecting with QNAP support. Though to his credit the guy did call me yesterday (impromptu, don't know when he would call), I was on the phone with a client and could not pick up.

I made this last post into the ticket I created:

I did get your call yesterday, but I was on a call with a client and I could not answer your call.
It would be beneficial if instead of calling me at a random time, this would be pre-coordinated (although we attempted this previously, and it seems you could not keep your end of the schedule).

I have partially resolved the issue by re-creating some of the backup jobs and re-pairing the destination folders. Apparently the problem is the HBS3 update has issues with existing jobs. I have a couple jobs still to work thru and I will attempt to resolve that soon.

At this point, you have been no help to me, so you may go ahead and close this ticket.
If I continue to run into issues, I will create another ticket and sincerely hope that I will get another support person to work with.

Guess I've said enough.
LThibx

Versioning was on and Qudedup was not activated? How did you do this ?

I've been told by support thats not an option is you use versioning in HBS3. Which as others have said is mad. Nothing wrong with the old way HBS2 offered versioning.

s

Yes, it does seem that Versioning & QuDedup may be mutually exclusive...
In all my jobs I have QuDedup turned off.
Sometimes the options seem inconsistent..I have a one (NAS2) that has a backup job to USB that has Versioning On / QuDedup Off (existed in HBS2), and that job runs without problems (in both HBS2 & HBS3).
I have another (NAS1) that had a similar existing job and I had to create a new NAS to USB job because the migrated one would fail, and in the new job I created, although QuDedup is off, I can't turn on Versioning...insanely inconsistent.
In most cases except for the NAS2 to USB, I had to recreate all jobs.
Sill trying to sort out issues with NAS to Cloud Jobs...don't have definitive answers yet, though I have made some progress.

I received a message from QNAP support:

I apologize. We have had many reports of issues on going with the newest version of HBS 3. Can you provide me with any feedback on how you were able to self resolve these issues?

Seems that with HBS3 we have all become BETA testers.

LThibx59 wrote: ↑Wed Aug 28, 2019 11:22 pm Yes, it does seem that Versioning & QuDedup may be mutually exclusive...
In all my jobs I have QuDedup turned off.
Sometimes the options seem inconsistent..I have a one (NAS2) that has a backup job to USB that has Versioning On / QuDedup Off (existed in HBS2), and that job runs without problems (in both HBS2 & HBS3).
I have another (NAS1) that had a similar existing job and I had to create a new NAS to USB job because the migrated one would fail, and in the new job I created, although QuDedup is off, I can't turn on Versioning...insanely inconsistent.
In most cases except for the NAS2 to USB, I had to recreate all jobs.
Sill trying to sort out issues with NAS to Cloud Jobs...don't have definitive answers yet, though I have made some progress.

I received a message from QNAP support:

I apologize. We have had many reports of issues on going with the newest version of HBS 3. Can you provide me with any feedback on how you were able to self resolve these issues?

Seems that with HBS3 we have all become BETA testers.

Oh dear, not another rushed update/feature
Unfortunately this is Qnap's track record - rushing things out, poor testing.

Eh...Unfortunately I am having the exact same problem and only backups that existed before the newest HBS3 and Firmware update are still persisting. Everything created after that fails entirely. I am brand new here, I'll update my signature with details on my NAS devices soon...

if you want to debug HBS3 you can.

two ways....

goto overview. then select the menu (3 dots on the right hand side. click on report. the download the report.zip file.
extract files and look in the system folder for the log files.

or

goto Backup and Restore,
Select the backup job that you are wanting to debug.
Then click on Report. a report window loads.
then click on logs
then click on Save
this will download a HBS-cloud-xxxxxxxxxx-diagnosis-report.zip file.
extract the files.
goto System folder, then the name of the "backup job named" folder.
then goto log
you then should have a log file called something like:

backupengine.log

start looking in there for warnings and errors.

Hello
With the new HBS3 version (3.0.191016) i still have the same problem.
All the RTRR (Loca Backup) jobs using Versioning and WITHOUT QuDedup keeps at 0% forever .
Are there a way to user Versioning WITHOUT QuDedup now?.
If try to make a new job (from one disk to another in NAS) using versioning i was forced to use QuDedup .
QuDedup is a great idea, but should be OPTIONAL. Deduplication uses a lot of CPU and Disk resources and not make sense in Small SOHO NASes.
I openned a Support Case with QNAP but after 2 weeks still researching...
Regards

lmib2006 wrote: ↑Fri Oct 25, 2019 6:07 pm Hello
With the new HBS3 version (3.0.191016) i still have the same problem.
All the RTRR (Loca Backup) jobs using Versioning and WITHOUT QuDedup keeps at 0% forever .
Are there a way to user Versioning WITHOUT QuDedup now?.
If try to make a new job (from one disk to another in NAS) using versioning i was forced to use QuDedup .
QuDedup is a great idea, but should be OPTIONAL. Deduplication uses a lot of CPU and Disk resources and not make sense in Small SOHO NASes.
I openned a Support Case with QNAP but after 2 weeks still researching...
Regards

There is an option for Qudedup in Advanced Settings, why don't you untick it for now?

If versioning is enabled, the box to untick QuDedup is greyed out. QuDedup is not optional with versioning enabled.
That is the big complaint with HBS3

alokeprasad wrote: ↑Fri Oct 25, 2019 6:29 pm If versioning is enabled, the box to untick QuDedup is greyed out. QuDedup is not optional with versioning enabled.
That is the big complaint with HBS3

Wow!
Yes, just checked it.

Wait a minute!!

You checked that the check box cannot be checked?
or
You checked the box?

All my backups jobs are old ones, so if i edit them, the checkbox of QuDedup is uncheck and grey (can not be modified).
If make a new job with versioning, the QuDedup option is checked by default and grey (so not possible to uncheck it).
My QNAP support ticket have this answer:
"...Our second line support team has confirmed the issue and waiting for fix from development team.
So far no schedule for new HBS version with fix.."