[Help] Unable to access my F5-422, visible to router

[TMlinda]

Regarding the problem you encountered, we recommend that you contact LiveChat on our official website to schedule a remote inspection so that we can quickly troubleshoot the problem for you. https://www.terra-master.com/

[brian666]

I'm very puzzled. I had an appointment for you to do your remote inspection, but my ISP decided otherwise, my internet connection was down when it was supposed to happen. I did my best by sending you a cancellation from my phone about 6 or 7 hours (my early evening) before the remote inspection was due to take place.

I then sent you a message asking to make another appointment, but got a reply stating that my problem was now fixed (it isn't, of course) and to post here again if I needed further assistance?

OK, so as requested, here's the post. Nothing has been done to my TNAS, the desktop is still inaccessible, and I would expect that you will still want to do a remote inspection. As long as my ISP provides a working internet connection at the time, how do I make another appointment?

[TMbuddy]

Hello, the technical support mailbox has received and replied to your email.

[AlAleksiev]

Hey Brian,

Did you made some networking troubleshooting before to dive in the storage direction?

I mean, look at the information, shared so far:

• new router and the problem started (sounds like a trigger)

• storage is with new IP address and with differenrt 3rd octet (sounds like a different subnet)

• router can reach the storage (I guess ping, but it's good to be clarified)

• your PC cannot reach the storage when using TNAS desktop app

• your PC still can reach the storage somehow (there were no details how exactly)

Could you clarify few deails from the above incomplete conditions picture:
- what is the IP & mask of the storage? (if you cannot identify this from the router, just connect one HDMI monitor and one USB keyboard to the NAS and check it from CLI)
- what is the IP & mask of your PC and can you traceroute the NAS from it? (share the trace output for clarity)
- how exactly your PC was able to reach the NAS? (ping, smb, nfs, ssh, telnet etc.)
- how your PC and the NAS are connected to the LAN? (describe the physical layer)

Cheers,

Alex