QNAP TS-473 firmware recovery problem

[serhans]

Hi,

I am trying to perform a firmware recovery on my QNAP TS-473, following the below link step by step. It looks like qnap has not included a recovery image for TS-473. The closest machine is a TVS-X73 (which comes with a GPU), so I used that one. Nas boots, qfinder finds it as a TS-473 and installs the technicians image v1.3.0. However, from Qfinder, I am not able to update the technician firmware to the current version, Qfinder downloads the image, qnap restarts, but then Qfinder says the update is not successful. After that, the nas can no longer be found by qfinder. I also tried the firmware image of TS-x73U, and again the same problem, technician firmware loads, qfinder finds the nas as a TS-473U this time, but further updates fail. Any suggestions?

https://wiki.qnap.com/wiki/Firmware_Rec ... series_NAS

[Toxic17]

you would be best to contact QNAP by submitting a ticket and see if the image they supply on the site (TVS-x73) is compatible with the TS-x73.

the whole page does not list TS-x73 at all, only the TVS-x73 or the TS-x73U

[serhans]

Thank you. I will do that.

[serhans]

you would be best to contact QNAP by submitting a ticket and see if the image they supply on the site (TVS-x73) is compatible with the TS-x73.

the whole page does not list TS-x73 at all, only the TVS-x73 or the TS-x73U

I talked to Qnap helpdesk. Unfortunately they do not have the full image for TS-473. They say that I have to ship my unit to them and they will look at it. This is very unfortunate as I could have flashed this in 5 minutes (I already tried TVS-x73 and TS-X73U, but then that firmware updates the applicable firmware for those units which later gets stuck after boot). I see that you also have the same unit. You would not happen to have a full image of your dom by any chance? It is highly likely that I wont see my unit for a while.

[dolbyman]

weird that they dont have the image for those devices.should be a regular x86/x64 device ..just a dom flash

might want to escalate to higher level

[serhans]

I am informed that the recovery firmware for this model does not exist. I am now getting more concerned as to how QNAP will fix this unit if they don’t have the full dom image for something they built. Does anyone know of anybody’s email at Qnap that I can further escalate? I already escalated at the help desk with no luck.

[dolbyman]

firmware recovery on those units works via alternative os boot directly on the machine and subsequent dom flash ..

there is nothing to be "not supported" ...hence the higher level tier support

[Toxic17]

I am informed that the recovery firmware for this model does not exist. I am now getting more concerned as to how QNAP will fix this unit if they don’t have the full dom image for something they built. Does anyone know of anybody’s email at Qnap that I can further escalate? I already escalated at the help desk with no luck.

I'll email one of the PM's see what he says. can you post your Ticket number here.

I am guessing there is an image for the TS-473 somewhere, it just hasn't been put up on that site as yet.

[serhans]

Thank you Simon. I am grateful
for your support. My ticket number is Q-202001-80718. I am also given an RMA number, let me know if that is needed.

[Toxic17]

Hi there.

if they have given you an RMA number, this suggests they will now fix it. It will need to either be returned to them or your supplier by the sounds of it. they should advise you on what to do next.

[serhans]

Indeed, they ask me to ship the unit to their center in California. My concern is that if they could have provided the image to me, this would have taken 10 minutes max, now I probably wont see the unit for a few weeks. I asked if they have an expedited service, but there isn’t. I wonder how would businesses that use similar units deal with these kind of challenges. I am able to get a much quicker resolutions with Dell and HP.

[Toxic17]

you pay for the extended features of warranty.

https://www.qnap.com/service/warranty/en-us/

[Toxic17]

My contact has forward this issue to the support leader. the image should be available for the TS-x73. not sure why Tech support RMA's your problem if an image can be made available.

[windexh8er]

Hello @serhans,

Did you ever get any resolution to this? I'm in the same boat with my TVS-673 - the image on the recovery site is outdated and boots to the technicians image v1.3.0. I just opened a ticket with QNAP, but am awaiting a response.

Thanks!

[serhans]

I was asked to RMA my unit, I received it after three weeks. They changed the DOM unit instead of flashing it. It is working now, but I wish they could have provided me the image. They told me that my DOM can not be flashed by the user as the unit does not have a GPU. I told them that I already installed a GPU and I can do this, but they still asked me to send it. Anyway, I dd’ed the dom upon receiving the unit so I have the full image for TS-473 now. I can send that to you if you want to try it?