TVS-872XT dead after normal shutdown...

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Javipe
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Re: TVS-872XT dead after normal shutdown...

Post by Javipe »

Hello, I've just arrived to this forum after this morning I shut down my TVS-872XT and I have been able to power on again. Same issue with red led on the motherboard. I have opened a ticket and waiting for response but mine is out of warranty. But I don't know if they should take care of at least part of the cost knowing that we have so many 872XT's with the same failure.
ryward
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Re: TVS-872XT dead after normal shutdown...

Post by ryward »

Hi All.

I also have the same issue. At 1 month past my 2 year warranty period. btw: I did not know about the extended warranty, nor was offered. :(

My QNAP 872XT needed to reboot prior to starting a firmware update. Wanted to make sure it had the latest security updates noted by the QNAP and potect better from issues like the ransomware lockout issue. There was no firmware update because this was just a pre-boot not the update it self.

872xt did not boot up but the lcd flickered a bit and then nothing. Mainboard has red LED, opened up support ticket and now they want 850 replacement of mainboard. Now I feel like I am having to pay ransomware anyway!

Purchased via Jacob DE.

This is pretty sad hearing about the high failure rate from everyone.
wilsodg
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Re: TVS-872XT dead after normal shutdown...

Post by wilsodg »

Situations vary by country, but certainly in some countries you would have a reasonable claim against QNAP because regardless of the warranty, provided that you take care of a product, you have a reasonable entitlement that it will last. Given the number of failures at or around the 2 year mark, whilst QNAP have no warranty obligation, there might be some consumer protection that you can fall back on. I’m not suggesting class action or anything like that - simply a letter to them appealing to their brand goodwill and stating that (relevant wording for your country) the XT series are not fit for purpose (the purpose being to operate as a piece of IT equipment for minimum 5 years without issues).
I have 3 QNAPs and was delighted at how they replaced my 872, but seeing all you guys get issues and not being helped, I’m not sure I’d risk buying another QNAP device. I have never had a piece of tech last less than 5 years and a lot of tech has a lifetime warranty these days.
TVS-872XT with TR-004 and D800C
TS670Pro with UX500-P expansion
TS569Pro
mike2k21
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Re: TVS-872XT dead after normal shutdown...

Post by mike2k21 »

You can add me to the list of owners that have had their unit die

I have a TVS-872XT that is under 2 years old that died yesterday shortly after a firmware update. Yesterday my unit installed firmware 4.5.3.1670 build 20210515.

After the firmware update was completed, the unit was stuck at "Checking Memory" I left it there for an hour or so and it was basically frozen. I power cycled the unit by removing and re-attaching the power cable - it came on and everything was working fine. I did a NAS re-boot from the GUI about an hour later and it once again got stuck at "Checking Memory". However this time, I could no longer power on the unit.

I tried removing the hard drives, SSDs, and have even swapped out the memory, but nothing works and the unit won't power on . No video on the HDMI port either. The motherboard in the unit has a red LED that is on when power is connected.

I expected a lot more in terms of reliability from a unit that costs $2500 and is under 2 years old. I've opened up a ticket with QNAP yesterday but have not heard back yet.
ytene
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Re: TVS-872XT dead after normal shutdown...

Post by ytene »

Here's an update for anyone who is unfortunate enough to find their way to this thread with an issue...

UK customer with a TVS-672XT/8Gb, purchased Feb 6th 2020 from a specialist UK storage provider. Experienced the problem with the system failing to recover from a pre-firmware-update reboot on Sunday 25th April. Raised a problem ticket with QNAP the same day [after finding this thread]. I was then asked to go through a series of basic triage tests by Technical Support. By May 10th, QNAP had agreed that the device was faulty and arranged an RMA for the unit.

There was a delay that I caused by not being able to actually ship my unit to QNAP, but I finally handed it to a courier on May 20th, 10 days after the RMA was issued. I had confirmation from QNAP that they received the unit on Monday 24th May. Yesterday, May 25th, I received another notification, to say that my device had been handed to another courier to come back to me. It arrived earlier this morning. I have un-packed it to check that there is no shipping damage... and QNAP have sent me a sealed, brand new unit, with tape un-disturbed since it was boxed in a factory in China.

When I first came across this thread I'd read anecdotes of some fairly lengthy delays in terms of getting units repaired or returned, but in my case that could not be further from the truth. In fact, the greatest delays in terms of getting my unit back in working order were all self-inflicted and caused by life getting in the way.

I really don't think QNAP could have done a better job of supporting me through this. OK, so it's disappointing to lose a NAS at any point in time... but in this case, once we'd established that there was an actual fault, QNAP didn't put a foot wrong. 11/10.
TVS-672XT/32Gb with 6xWD Red 12Tb [RAID6] + 2 Cold Spare
TS-670/16Gb with 6xWD Red 12Tb [RAID6] + 2 Cold Spare
Linux Mint 21.3/64-Bit / Windows 11 Pro/64-Bit
ODHorn
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Re: TVS-872XT dead after normal shutdown...

Post by ODHorn »

Add my TVS-872N to the list. Firmware update and reboot, then didn't turn back on. Just the red light on the motherboard. Great timing as I'm about to go out of town for 4 days.

Luckily mine is within the warranty. Q19 serial.
Europa2010AD
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Re: TVS-872XT dead after normal shutdown...

Post by Europa2010AD »

Adding mine to the list. TVS-872XT first bought in April 2019. Went dead for the first time Feb 2020 -- after opening tickets to QNAP support and going through the motions, they arranged for the local dealer to replace it with a new unit for me.

Now fast forward to today, June 1st 2021 -- the replacement unit from Feb 2020, is now dead. Wouldn't power on. No prior signs of trouble neither. I had to power it down for some office maintenance, and now it wouldn't power back up with only the red LED lit on the motherboard. What a nightmare.
krazywake
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Re: TVS-872XT dead after normal shutdown...

Post by krazywake »

Sorry for not participating in this thread sooner, but here is my story dealing with this same known issue.

3/6/2019 - Originally purchased TVS-872xt from retailer B&H Photo Video. Received unit with S/N starting with Q19.
8/28/2020 - Experienced dead mainboard after shut down issue and filed support ticket. Unit still under 2 year warranty.
9/1/2020 - Received RMA to return unit without hard drives.
9/19/2020 - Replacement TVS-872xt was received with S/N starting with Q20.
4/21/2021 - Fell victim to the Qlocker ransomware attack. Thankfully was one of the lucky ones who received a working decryption key from a white hat user on here/Twitter and was able to restore my data. However it was at this point I took my NAS offline and have since not been doing my regular Backblaze backups. Relevant to this story because I now have data on my NAS drives that has not been backed up thanks largely in part due to a lack of trust in QNAP.
5/28/2021 - Properly shut down the NAS for the Memorial Day holiday weekend as we wouldn't be in the office. Also worth mentioning this NAS has been connected to a UPS battery backup the entire time as well.
6/1/2021 - Went to startup the NAS and once again experienced the dreaded red light on mainboard and wouldn't power on. Again troubleshooted by removing drives, etc. Opened new support ticket and also contacted support via chat. Kindly informed them of this well documented issue and that this was of no fault of my own or other customers. I offered to put a hold on my credit card for an advanced replacement unit as I need to get back to work with the data on this drive ASAP. Chat support informed me that I am no longer under warranty (replacement unit warranty was only good until 2/22/2021) and that they can't send an advanced replacement unit for out of warranty RMAs, the cost to repair would be $1040 (plus shipping) and I would have to wait for the repair service to be completed and unit returned before I can get access to my client data and project files.

I was very polite with my support technician. I understand he's just doing his job. But I find this level of support for this issue unacceptable, considering the issue originally plagued me while I was under original warranty, this is the second time I'm having to deal with this (they didn't actually fix the underlying problem) and it is also somewhat their responsibility that I do not have a recent and adequate backup to work from for the time being. The support person kindly escalated my issue to his supervisor but he was already busy or gone for the day and I/we are waiting for a response. I'm disappointed to say the least and will likely be looking for other storage solutions as soon as I can get access to my data again.

Fool me once, shame on you, fool me twice, shame on me. Really hoping they step up to the plate here.
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rafale
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Re: TVS-872XT dead after normal shutdown...

Post by rafale »

Thanks, for posting your experience. It is indeed pretty sad and pretty clear now that QNAP has either not figured out the root cause of the issue or decided to not fix it. The replacement of the board under warranty is not fixing the problem. They are just apparently ducking down and hope the units either fail out of warranty or have one warranty replacement and be done with it. Many are reporting this problem on Reddit as well and it appears to affect all x72 models. I am also finding particularly revealing that one out of two mods of the QNAP subReddit publicly shows that he has migrated to unRAID...
Server: TVS-872XT i9 9900 ES, 64GB DDR4 2666MHz, intel X550-T2, Asus RTX3070 Dual OC (On pico PSU), 2x Phison E12 1TB M.2, 4x Micron 5210 7.68TB, 4x WD Purple 4TB
Backup NAS: TS-473 20GB DDR4 2400MHz, Mellanox ConnectX3, 2x Samsung PM871b 256GB M.2, 4x WD Red 8TB
Former units: TVS-1282, TS-871, TS-469
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dolbyman
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Re: TVS-872XT dead after normal shutdown...

Post by dolbyman »

I would be really intrigued if some electronic Wizard could take a look at this.. it could be something easy like a busted cap/inductor/ etc. But it would need scoping/tracing.

Anyone willing to donate their dead x72 to EEVblog ? :D
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gusmcewan
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Re: TVS-872XT dead after normal shutdown...

Post by gusmcewan »

I'm fairly suspicious of the 250W PSU in these units. I've read countless reports of people reporting a simple replacement of the PWR-PSU-250W-DT02 part resuscitated the units.
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rafale
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Re: TVS-872XT dead after normal shutdown...

Post by rafale »

None of the people here reported this. Quite the contrary actually. Numerous PSU swaps lead to nothing. At the end it’s been the Motherboard. Actually I have never seen a single report that swapping the PSU fixed the problem. Where did you see this? Also not that the x73 AMD based units also use this PSU without any issue. (yes I checked, both the units in my sig run on exactly the same model of PSU)
Server: TVS-872XT i9 9900 ES, 64GB DDR4 2666MHz, intel X550-T2, Asus RTX3070 Dual OC (On pico PSU), 2x Phison E12 1TB M.2, 4x Micron 5210 7.68TB, 4x WD Purple 4TB
Backup NAS: TS-473 20GB DDR4 2400MHz, Mellanox ConnectX3, 2x Samsung PM871b 256GB M.2, 4x WD Red 8TB
Former units: TVS-1282, TS-871, TS-469
krazywake
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Re: TVS-872XT dead after normal shutdown...

Post by krazywake »

dolbyman wrote: Thu Jun 03, 2021 3:57 am I would be really intrigued if some electronic Wizard could take a look at this.. it could be something easy like a busted cap/inductor/ etc. But it would need scoping/tracing.

Anyone willing to donate their dead x72 to EEVblog ? :D
I would love to see someone take this on. Above my pay grade unfortunately.
gusmcewan wrote: Thu Jun 03, 2021 6:59 am I'm fairly suspicious of the 250W PSU in these units. I've read countless reports of people reporting a simple replacement of the PWR-PSU-250W-DT02 part resuscitated the units.
Both times I've run into this issue now, I've still been able to get orange and green indicator LEDs from the data port connections of the NIC inside, which tells me at the very least that part is still getting power from the PSU. Others have reported same observation too.
krazywake
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Re: TVS-872XT dead after normal shutdown...

Post by krazywake »

Does anyone here know if the 872X (non-thunderbolt) has any reports of this same issue? Do the two models share a common motherboard? I'm in a position where I might have to buy an 872X just to get my data off these drives and then return it until I can find a more reliable high speed NAS for video editing.
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dolbyman
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Re: TVS-872XT dead after normal shutdown...

Post by dolbyman »

the non t model is just missing the thunderbolt addon card

Any 8 bay migration compatible NAS should work to get back to your data (external backups should be started)..switch to 10GbE Ethernet and no need for TB anymore
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