Newly bought F6-424 MAX cannot connect to update.terra-master.com

[MasterGuy]

Yesterday I received my new F6-424. After installing disks and connecting it to my LAN and power, I went ahead and connected to the web interface.
During setup the system was unable to automatically download the required files from your webserver, so I went ahead and manually downloaded the files, and uploaded them to the system.
After setup I configured a TRAID Storage Pool and created a Volume called "Volume 1" as per default name.
The used filesystem is BTRFS as per recommendation.

When opening the App Center the system gives me an error:
"The application failed to load. Please check your network connection or try refreshing the page to reload."

When trying to start the Docker Manager, nothing happens at all.

No Wifi, proxy or VPN is used, and the system has direct access to the internet without a (hardware) firewall in-between.
When connecting through SSH and trying to ping any website other than terra-master.com the results are successful. However when trying to connect to your webserver it times out.
DNS is working properly though, as it does return the correct IP-address of 47.90.0.247, which is the same IP-address as I'm receiving when doing an NS lookup from my own PC.

Looking at TOSDaemon.log the following error is shown:
ERROR | 2024-12-02 22:28:14 | 200 | GET | 192.168.2.1 | /update/check? | 30.00178598s | Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/131.0.0.0 Safari/537.36 | checkIsValid Do fail, err: Post "https://update.terra-master.com/api/Tos ... atePkgInfo": dial tcp 47.90.0.247:443: i/o timeout

Trying to visit this page (https://update.terra-master.com/api/Tos ... atePkgInfo) myself from my PC, it returns a 404 (page not found) error.


Who can help me get this F6-424 to work properly so I can use the App Center and Docker Manager?
I'd rather not return the product as defective if possible.

[TMtina]

Yesterday I received my new F6-424. After installing disks and connecting it to my LAN and power, I went ahead and connected to the web interface.
During setup the system was unable to automatically download the required files from your webserver, so I went ahead and manually downloaded the files, and uploaded them to the system.
After setup I configured a TRAID Storage Pool and created a Volume called "Volume 1" as per default name.
The used filesystem is BTRFS as per recommendation.

When opening the App Center the system gives me an error:
"The application failed to load. Please check your network connection or try refreshing the page to reload."

When trying to start the Docker Manager, nothing happens at all.

No Wifi, proxy or VPN is used, and the system has direct access to the internet without a (hardware) firewall in-between.
When connecting through SSH and trying to ping any website other than terra-master.com the results are successful. However when trying to connect to your webserver it times out.
DNS is working properly though, as it does return the correct IP-address of 47.90.0.247, which is the same IP-address as I'm receiving when doing an NS lookup from my own PC.

Looking at TOSDaemon.log the following error is shown:
ERROR | 2024-12-02 22:28:14 | 200 | GET | 192.168.2.1 | /update/check? | 30.00178598s | Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/131.0.0.0 Safari/537.36 | checkIsValid Do fail, err: Post "https://update.terra-master.com/api/Tos ... atePkgInfo": dial tcp 47.90.0.247:443: i/o timeout

Trying to visit this page (https://update.terra-master.com/api/Tos ... atePkgInfo) myself from my PC, it returns a 404 (page not found) error.


Who can help me get this F6-424 to work properly so I can use the App Center and Docker Manager?
I'd rather not return the product as defective if possible.

We will investigate the issue. Additionally, what is the DNS setting for your TNAS? Try changing it to 8.8.8.8?

[MasterGuy]

DNS is configured to automatic, uses my ISP's DNS server, and works properly as it does resolve to 47.90.0.247 according to the error message.
Just to make sure I just changed it to 8.8.8.8 and disabled IPv6. Unfortunately the same happens.
Then I also tried 8.8.4.4 and 1.1.1.1, but all gave the same result.

[MasterGuy]

Unfortunately Terra-Master is unable to keep their promise of responding within 24 hours.
That, together with the multiple issues encountered while taking one of their latest models into production gives me little hope of this being resolved within a reasonable time.
Because of that, I'm returning this product as defective.

[TMzethar]

Sorry for the late reply. In the midst of a large number of inquiries during a promotion, there may be an occasional delay in responding to inquiries.
We are aware of your issue and are discussing it.
A reply will be sent to you by email.

[JoergK]

Hi to China

just have same issue with my F4-424 Max.

Is there a workaround my disappointing experience with not getting the NAS connected to internet???
Happy to see the nice specs which was my reason to move from Synology to Terramaster ... but now I start to get annoyed and regret my decision. This thread starts at early December with the not "we are working on it" ... really?

Greets from Germany
Jörg

[TMnick]

Hi to China

just have same issue with my F4-424 Max.

Is there a workaround my disappointing experience with not getting the NAS connected to internet???
Happy to see the nice specs which was my reason to move from Synology to Terramaster ... but now I start to get annoyed and regret my decision. This thread starts at early December with the not "we are working on it" ... really?

Greets from Germany
Jörg

We apologize for the issues you have encountered. You can try the method in the following post to see if it resolves the problem.
viewtopic.php?t=5939

[JoergK]

Hey Nick,

thank you very much - Great Job!

- Great answer. It gave me the resolution I was looking for! TOP
- Great answer speed here: TOP

Very happy about your support, really!

Wish you a Happy New Year 2025,
Jörg

[TMnick]

Hey Nick,

thank you very much - Great Job!

- Great answer. It gave me the resolution I was looking for! TOP
- Great answer speed here: TOP

Very happy about your support, really!

Wish you a Happy New Year 2025,
Jörg

Thank you for your recognition. Feel free to provide any feedback you may have in the future, and our TM team would be more than happy to assist you. We wish you the same.

Happy New Year!