TVS 873 Randomly keeps shutting down

Sarx85 · Post by **Sarx85** » Sun Nov 19, 2017 11:43 pm

I purchased a TVS 873 8G a couple of months ago, ever since it has arrived every few days it randomly shuts down. I have not got it to run for more than 15 days in a row, typically shuts down every 2-3 days. This has become very annoying. I have opened a support ticket with QNAP where they suggested I turn off put HDD to sleep and turn off media player scan. Even after doing this every couple of days the QNAP shuts down. The next time I opened a support ticket, they gave me a beta firmware. The same thing happened with the beta firmware.
I have tried changing the RAM (I had a couple of DDR4 modules around), still this did not resolve the issue.

I want to know if anyone else has or had this issue? How did they solve this issue?
I am newb to this site, lemme know if I am not doing something rite.

Here are details on QNAP box
8GB RAM
8 4TB IronWolf Drives (RAID 6, used as a content storage space)
2 m2 SATA Drives (RAID 0, Running VMs)

Toxic17 · Post by **Toxic17** » Sun Nov 19, 2017 11:53 pm

just guessing a few senarios,

is the power supply good where it is located? UPS??

what are the temperatures like on the NAS all hard disks too and passing SMART checks ok?

in Control Panel, Power, Power recovery what is the setting?

Any power Schedules?

Sarx85 · Post by **Sarx85** » Mon Nov 20, 2017 12:21 am

Yes the power supply is good, I have tried the NAS at home with out UPS and at the office in the server room connected to a UPS. It still randomly shutsdown. Currently, the NAS is connected to a UPS.
The temps on the disk are between 25C and 29C.
Power recovery setting is on turn on the NAS after unexpected power out.

There are no power Schedules.

Toxic17 · Post by **Toxic17** » Mon Nov 20, 2017 12:59 am

Does anything show in the QNAP Diagnostics Tool?

Sarx85 · Post by **Sarx85** » Mon Nov 20, 2017 2:06 am

I did not see anything out of the ordinary. The only thing I see in the logs is “Your device unexpectedly shutdown”

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Sarx85 · Post by **Sarx85** » Mon Nov 20, 2017 2:10 am

I can share the logs with you if that helps

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Toxic17 · Post by **Toxic17** » Mon Nov 20, 2017 7:30 am

I doubt that will help. something it failing/overheating but what is debatable.

Trexx · Post by **Trexx** » Mon Nov 20, 2017 8:21 am

Do you have Qnap’s antivirus enabled and are you running scans with it? If so try disabling that and see if that helps. I was getting similar type behavior that went away when I disabled the AV. Appeared to be a memory leak in the av app.

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alta1r · Post by **alta1r** » Sun Dec 10, 2017 6:23 pm

Hi.... Did you ever get a resolution? I have the exact same problem with my TVS-673 and I also noticed someone else with a TVS-473 leaving a similar comment on Amazon.com. I've tried a few things now, Memtest with multiple passes, checks of the individual drives with no issues being found. I have a ticket open with Qnap but no response so far. Next step for me is to start disabling Apps and see if that helps...

AlastairStevenson · Post by **AlastairStevenson** » Sun Dec 10, 2017 7:16 pm

I've tried a few things now, Memtest with multiple passes, checks of the individual drives with no issues being found.

By any chance is RAID scrubbing enabled?
If so, as a long shot, it may be worth an experiment to disable it to see if that makes a difference. This can be done via settings in Storage Manager.
I have had a TS-431+ for a few years with zero problems until a couple of weeks back when it rebooted overnight in the middle of an rsync job, and didn't start up as normal on schedule. I disabled RAID scrubbing and so far it has been OK since.
4.3.3.0299 2017/09/01

alta1r · Post by **alta1r** » Sun Dec 10, 2017 7:45 pm

Thanks for your help Philippe! Current firmware is 4.3.3.0396 Build 20171205. I've attached to the two log files too.

@Alastair - no RAID scrubbing enabled. Thanks for the tip though.

alta1r · Post by **alta1r** » Mon Dec 11, 2017 12:17 am

Thanks Philippe... no encryption on it. I'll take a look at the memory now. 4 of my drives are WD Red 4TB's in RAID 5, I also added two 2TB Hitachi drives (non-RAID) from my old QNAP TS-509 that ran fine for years. However, I noticed they're not on the compatibility list for the TVS-673. I'm going to pull these drives out now just to see how it runs. I also downloaded and ran the diagnostic tool like you suggested and took a look. These are the Kernel errors:

(Is ata referring to the drive interface? When I searched the forum it seemed as though this 'hard resetting link' might be linked to the network interface?)

ata5: SError: { RecovComm PHYRdyChg 10B8B Dispar } -- Count:1
ata5: hard resetting link -- Count:4
ata4: hard resetting link -- Count:1
ata9: hard resetting link -- Count:2
ata8: hard resetting link -- Count:2
ata9: softreset failed (device not ready) -- Count:1
ata8: softreset failed (device not ready) -- Count:1
sysRequest.cgi[18575]: segfault at 7ffe21808 ip007fc6539c8321 sp007ffe21886ea0 error 4 in libuLinux_statistics.so.0.0[7fc6539c0+0] -- Count:0

Thanks again for your help... its really appreciated! (Quietly praying here for a software issue and not a QNAP hardware problem! Don't want to have to ship this thing anywhere!)

Fazer9999 · Post by **Fazer9999** » Fri Jan 19, 2018 11:58 pm

hello!
I have the same problem. TVS-473
There were more shut downs, two times it happened right next to me.
These shut downs are incorrect stopping. The NAS behaves like no power supply, all leds are off, all disks stoped.
I press the start button it write booting... and the NAS shuts down again during the booting in the same way, and I can hear a very low beep when this incorrect stopping occure (not the normal booting sound). I pressed the start button for the third time shortly and the NAS started normally (I can here the usual booting complited sound).
After these steps, the error log is similar
These shut downs were approximately after 24 hours, but now it was after 1,5 hour. I set everything to default setting (all setting to default but the data was not deleted, but all apps and ssetting yes). Unfortunatelly it didn't help.
Can you advice something? Should I check it without HDD (I use recomended HDDs from the list)?
Shoudl I remove one of the RAMs?

Trexx · Post by **Trexx** » Sat Jan 20, 2018 12:12 am

I would open a Helpdesk ticket with Qnap. Do you have Qnap free antivirus enabled? I had some issues with that causing instability a while back (suspect a memory leak). Do you have a ups on your NAS to rule out power fluctuations?

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Trexx · Post by **Trexx** » Sat Jan 20, 2018 12:13 am

Also if it is an OLD ups, I have seen bad batteries in a UPS cause issues as well.

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