"Disk Failed", then "Disk Unplugged" errors

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P3R
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Re: "Disk Failed", then "Disk Unplugged" errors

Post by P3R » Tue Jun 11, 2019 2:24 pm

ironpink wrote:
Tue Jun 11, 2019 7:00 am
hi all
here's the reply from qnap helpdesk --> obviously, nothing happened
What do you mean? What did you expect? If it's really a hardware fault in the NAS (which can't be determined from the information you supplied), it can't be magically fixed remotely.

They ask you to do basic house keeping to get your NAS software to a known state and if the problem persist you're asked to supply them with some basic diagnostic data. They also ask for the invoice so the obvious next step if they find information indicating that it's actually a NAS fault, is that it will be replaced.

I think it's a great response from support for someone in your situation.
RAID have never ever been a replacement for backups. Without backups on a different system (preferably placed at another site), you will eventually lose data!

A non-RAID configuration (including RAID 0, which isn't really RAID) with a backup on a separate media protects your data far better than any RAID-volume without backup.

All data storage consists of both the primary storage and the backups. It's your money and your data, spend the storage budget wisely or pay with your data!

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by ironpink » Tue Jun 11, 2019 4:53 pm

why do you get mad on me? :'
i wrote "obviously, nothing happened" because i had some sense of discouragement / frustration.
in my (probably wrong) thought, if the NAS see the HDD, then it must work.... I thought it was some loop in the firmware or in the system... even if i tried 3 HDD (2 old and 1 new) and i had always the same issue.

anyway, till now the service is ok and i know that they're trying to solve my problem step by step (from basic to more sophisticated). the time for reply is good too. I was absolutely not criticizing customer service and I'm sorry if you understood otherwise.

i'll keep you update for furher news
raffaele

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by P3R » Tue Jun 11, 2019 6:46 pm

ironpink wrote:
Tue Jun 11, 2019 4:53 pm
why do you get mad on me? :'
I'm not mad. I asked what your expectations were as I could see absolutely nothing wrong with the response you got.
in my (probably wrong) thought, if the NAS see the HDD, then it must work....
More than just seeing the disk is necessary so it's far more complicated than you think.

In most cases these error messages are because of faulty/incompatible disks. Some desktop disks (Seagate DL/DM Barracudas and WD Green in particular) are known to be incompatible and cause awful problems even before they break.

There have been problems with some faulty NAS backplanes though so it may also be a NAS hardware issue. If that's the case, the NAS will have to be returned to Qnap service Center for it to be fixed. Yes it's a pain when it happens but since your NAS is still within warranty, it should work out okay in the end.
I thought it was some loop in the firmware or in the system...
I'm pretty sure we can rule that out.
RAID have never ever been a replacement for backups. Without backups on a different system (preferably placed at another site), you will eventually lose data!

A non-RAID configuration (including RAID 0, which isn't really RAID) with a backup on a separate media protects your data far better than any RAID-volume without backup.

All data storage consists of both the primary storage and the backups. It's your money and your data, spend the storage budget wisely or pay with your data!

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storageman
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Re: "Disk Failed", then "Disk Unplugged" errors

Post by storageman » Tue Jun 11, 2019 6:55 pm

Can people stop adding to the thread and start new ones.
It is getting ridiculous that people are posting a mishmash of different issues here.

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by ironpink » Tue Jun 11, 2019 11:14 pm

mail from help desk
:(

tx to all for support

_____________
Good morning
Because your NAS is still under warranty, I will recommend you contact your Reseller to start the repair process, you can provide this Ticket ID and copy of this email as authorization. If you have any issue with the process please let us know.

Another option is to request the Repair directly with QNAP, in this case you will need to send your NAS to our Netherlands Repair Center.

If you decide to send your NAS to our RMA Center for repair, please let me know and I will guide you how to proceed. Also, send us copy of the NAS invoice for reference. I would like to remind you that shipping costs to Netherlands should be afforded by your own, we cover the shipping back to you.

If you have any question, let us know.


Regards,

Carlos Mejia
Technical Support Engineer
QNAP Systems, Inc.

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by Scoobypup » Sun Jul 07, 2019 8:12 am

Kommisar, can you send me the detailed info to fix the backplane issue? I have a TVS-463 that keeps losing drive 4. I'm out of warranty, so am willing to take a soldering iron to the problem. I think I understand what you're saying in your earlier post, but just want to be sure before I proceed. My gmail email is InnovativeCatalyst

Regards,
Brian

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by nskaggs » Mon Jul 22, 2019 12:02 am

Add another to the list, I appear to be having the back plane issue. I'm contacting QNAP support and I'm hoping for a warranty replacement (I'm right on the edge of two years now).

System setup: TVS-473

Drive 1-3: WD RED 8TB Drives (Running as a RAID 5)
Drive 4: Samsung SSD 850 Pro 1 TB Drive Setup as Cache

This originally happened late last year, where I got the drive 3 failed and then unplugged message on bay 3. I ran a complete scan on the hard drive which returned no faults, so I tried simply re-seating the drive in the NAS at the time. It successfully Rebuilt and had been working fine until July 2019 where this issue just re-surfaced while I was out of town.

While Out of town, I assumed the drive itself had failed and I ordered a replacement Ultrastar 8TB Drive to replace it with. When I got home I installed the new Ultrastar 8TB in bay 3, it proceeded to rebuild successfully but then showed as failed after running fine for 1 day. I've since scanned the WD Red 8TB I thought had failed, and it is showing clean with no faults.

Crossing my fingers for a new replacement unit,

-Nick

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by hbunjes » Thu Jul 25, 2019 6:29 pm

kommisar wrote:
Sat Apr 06, 2019 3:02 am
Triforcecwp wrote:
Thu Mar 07, 2019 2:42 am
Contacted Qnap, and my device was out side the warranty period so im SOL, looks like ill have to take it apart and fix it my self, if anyone has any documentation for doing that i would greatly appreciate it. :(

kommisar, you mentioned you had a solution, if you could provide more details that would be fantastic.
Hi,

Indeed there is a fix to the NAS HW which solves the root cause of the issue for good. You will void warranty and there is always a chance to damage your NAS. If you would like to do that anyway, provide your contact information I will sent you instructions (there is no PM on this forum )
I have the same issue with my TVS-473 and I am quite good at soldering. I would be very, very glad if you could send the fix info to "heiner at bunjes dot net".
Thanks!

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by boucherjeanfra » Wed Jul 31, 2019 12:28 am

Hi !

kommisar, can you send me also the information please?
here is my address : boucherjeanfra at gmail.com

Many Thanks!

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by dolbyman » Wed Jul 31, 2019 1:21 am

if that asking for help via email is actually resulting in help (doubt it)

could someone please post the guide/affected components to exchange here ? unclear why it wasn't posted here in the first place (unless information held hostage for monetary gains)

frank533
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Re: "Disk Failed", then "Disk Unplugged" errors

Post by frank533 » Wed Jul 31, 2019 5:39 am

kommisar wrote:
Sat Apr 06, 2019 3:02 am
Indeed there is a fix to the NAS HW which solves the root cause of the issue for good. You will void warranty and there is always a chance to damage your NAS. If you would like to do that anyway, provide your contact information I will sent you instructions (there is no PM on this forum )
Hi kommisar, would you please send the fix to me at qnapforum8634 at fastmail.com? Thanks

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by frank533 » Wed Jul 31, 2019 5:46 am

Has anyone been able to get this repaired by QNAP if it is not under warranty? My unit failed just over two years ago. If so, how much did it cost, or how much did they quote you to fix it?

EDIT: I won't be sending it back to the reseller since they're no longer in business.

I have a TS-853A, and slots 2 and 4 disconnected a month apart. The firmware version tool posted here doesn't work on my machine, so I'm not going to play with that.

tel911
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Re: "Disk Failed", then "Disk Unplugged" errors

Post by tel911 » Thu Aug 01, 2019 9:31 pm

Hi Kommisar
Please could you send the fix to me at tel911@gmx.com
Thanks

tel911
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Re: "Disk Failed", then "Disk Unplugged" errors

Post by tel911 » Fri Aug 02, 2019 11:49 pm

Did anybody get the fix from Kommisar
if so please could you send it to me at tel911@gmx.com
Thanks

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Re: "Disk Failed", then "Disk Unplugged" errors

Post by ansitno » Wed Aug 07, 2019 6:28 pm

My Qnap TVS-873 64G 8-bay NAS has a HW fail and I need to move to a new NAS.

I'm using disk 1 to 6 in a raid setup.

Can I just move disk 1-6 to a new NAS (Qnap TVS-1282T3 16GB 12 bay NAS) and expect the volumes to come online?

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