Encryption key no longer recognized after update

[ralphy]

As we can't duplicate your issue at our side, do you mind having a remote session from our tech team. If that OK for you, please write an email to our tech team and reservate a remote session.

For the sake of your community and the bugfix, I can have another remote session, as I already had a 2,5h session with your team. (I can disclose details on PM if you want to.) So at least the issue is known and shown to your tech team.

You could also share the SSH / shell commands that allow manually decryption as quick-fix to help your community here.
Do you still think we need this session? Is there a place where I can find and share log files first? This error should produce a log message somewhere...

[TMroy]

Sorry, I donot about this story, so please let me check with the tech team first. Thank you!

[ralphy]

Did you get any result? Do you need contacts I communicated with? I still see this as a serious issue... and other clients probably as well.

[TMroy]

Yes, I have check with the tech team, but they can’t find your records, no one did a remote session for you. Would you send again an email to the tech team?

[ralphy]

I just sent you the mails and a chat protocol of the remote session
Hope to hear from you soon.

[ralphy]

I am wondering - after I sent now all information - if there is something happening to resolve this topic or get an official answer that TNAS users are not supposed to use the encryption feature? Thank you.

[TMSupport]

We have tested here and the mentioned issue of encrypted folder does not replicate here. While we do remotely check for one of the user who has suffered this issue after TOS update. We are trying to figure out the reason now.