Possible bug - TOS 5.1.145 - USB UPS crashes everything

[carlosdesedas]

Hi all... new on Terramaster land but tech savvy. I own 6 other NASes...

So I setup my new F4-424 Pro with 2 nvme SSDs and 4x18TB HDD (TOS 5.1.145)... but after setting up the disk pools I went and connected my APC 750 backup through USB. The NAS recognized it but when I setup the UPS (5 minute to shutdown after power loss) and hit APPLY, a blue disk keeps spinning in the screen. I waited and waited and the got the dreaded "Loading screen" on my browser... so I had to reboot... gracefully through the power button...

Long story short, after many boots, I was no longer able to login to my NAS.. It seems as though after it boots and recognizes the UPS, the NAS just hangs everything... At the time I was not sure it was the UPS.. so I unplugged the HDDs, NVMEs, everything and nothing worked. I then went on to take out the boot usb drive from the NAS, flashed the INIT file and started ALL OVER....

This time I got a fresh start again and only installed the NVME drives.. I setup everything and everything was working fine (45 minutes of setting up stuff) UNTIL later I did the UPS setup again and everything crashed again immediately, same blue spinning circle... I had to reboot and again, now I can't login to my NAS... so, same story... (by the way, tried 3 different USB cables to the UPS, so it's not the cables)... So I think I hit a big bug....

I don't want to install my NAS without the UPS setup. And also, I don't want to spend all that time setting everything up, copying all the data to only have the NAS crash again when I add my UPS, so that's the first thing I'd like to do.. but I need your HELP to get this fixed....

Any ideas? I'm 99.99% sure that the UPS is the culprit here... the software implementation.... Thanks for your help!

Carlos

[Gremlin]

Any ideas? I'm 99.99% sure that the UPS is the culprit here... the software implementation.... Thanks for your help!

You may be correct. It may well be the UPS itself. I have no issues with APC ups systems (I have 3 of various guises including an IBM badged item). I don't think there should be any reason to re-flash the USB initboot (likely to cause more problems than it potentially fixes) since once the system TOS is installed, the USB is out of the picture and everything runs off the installed TOS on HDD/Nvme.

Sometimes with this type of loading issue I find it sufficient to close the browser and then log in again.

Thought: Is the UPS ONLY being used on the TM NAS? Or is it loaded by other devices as well?

[carlosdesedas]

The UPS is only used by the NAS and a small clock (nothing PC related). Here's part of what I did on my first try.. Lets consider the two nvme drives 1-2, and the 4 18tb HDD 3-6, and the two nvme slots A-B, and the 4 hdd slots C-F...
I installed my NAS A1 B2, C3 D4 E5 F6... then set it up and got everything going OK for about 45 minutes.. then connected the UPS to the USB slot and boom, the GUI on the browser froze. I proceeded to gracefully power off the NAS and turn it back on... the I was able to log in the browser again on the NAS and 30 seconds later it became unresponsive.

Then I proceeded to turn off the NAS, remove the 4 HDD. boot again.. nothing.. I got the white "Loading screen" on the browser. I connected a monitor through hdmi and saw the boot process going until you get to the "login prompt" on the monitor... Then I switch and installed A2 B1, rebooted, and got the same issue. Then went A1 only, then B2 only, then A2, then B2 only... none of it worked... All of this with the UPS USB disconnected from the NAS I got to the same point on the loading screen. So then I went from some ZZsss.

Last night I decided to take off the 4gb USB from the board, formatted it, installed the boot ini partition, installed A1 B2, and boot. Everything went to day 1. All this WITH the UPS USB connected to the NAS. I figured I tried doing everything with it connected from step 0. I was able to get the initialize screen finally... put again my user/password, etc etc... the NAS checked OK the two nvme drives and I got going again. but this time, the FIRST thing I did, after checking everything was responsive was to go to the hardware/power page, checked mark the USB UPS, set the 5 minute time to shutdown, hit APPLY and BOOM.... again... nothing works....

Long story short now.. I don't know what to do. Everything points out that if I format the partition 4gb usb again, and set everything again WITHOUT the UPS connected to the USB, I will be able to set up everything. BUT man, I don't want to setup 4x18TB drives full of data only to have this NAS not protected as it should by a UPS. it could be that I'm not home, power goes out, UPS lastas 20 minutes and then it shuts down itself and abruptly the NAS and I get my data corrupted. Also, I don't want to setup everything unless I can reliably know I can have my UPS work as it should.

ALSO WORTH NOTING, which I forgot to point out.. while the system "froze", if I connected and disconnected my UPS from the NAS, I got emails from the NAS alerting me of the connection/disconnection. so the system MUST be "working" but I'm unable to operate the GUI front of it...

I have several other QNAP NAS working on that same type APC UPS, usb connected, and they work well. what do you guys suggest I try next? I am 99.9% sure it's a bug.

[TMLeeh]

Thank you for your feedback. We will verify this issue.

[carlosdesedas]

thank you. please keep us updated as I don't know if I should proceed and install everything again OR wait for you to find the issue and fix it.. I don't want to waste my time and possibly data by having this problem after enabling the UPS USB again. this is my first experience with TerraMaster and I wish it would've been better.... but no problem...

Also, I don't know if this is an issue in TOS 6 beta. I'm thinking of probably starting from scratch.. without the UPS USB, going to TOS 6 and THEN enabling the UPS USB...

what do you guys suggest?

[carlosdesedas]

OK.. so I formatted the 4gb USB init drive... installed TOS 5.1.145.. all this with the USB UPS disconnected.... then upgraded to the latest 6.0.436 beta and verified that everything was working ok (BTW, I couldn't receive my verification email to my gmail.com account)...

Anyway, now that I am on the latest 6 beta, as soon as I connected my USB UPS and configured it, the NAS just gracefully shut down... very strange... then.. I turned it back on, and as soon as it finished booting, it shutdown again... then I disconnected the UPS USB from behind the NAS, rebooted and everything is OK.. as soon as I connect the USB UPS, it shuts down...

My guess is that it thinks the UPS is with no power, no battery (although I set it to shutdown 5 minutes after power loss), so something on the info received by the NAS from the UPS is not being properly interpreted... again, this is on TOS 6 latest beta. On TOS 5.1.145 I couldn't even boot properly next time I tried... unless now I can operate as long as the NAS doesn't have the USB UPS connected in the back.

I hope this helps to hunt the problem... I will TRY to find another UPS to try... but my UPS is relatively new and it works properly.... I hope this can be resolved soon... thanks!

[TMnight]

To pinpoint the issue you're facing more accurately, we urgently need to review the relevant UPS logs. Please follow these detailed steps and send the logs to our email:

1、Connect the UPS to your NAS and properly configure the UPS connection in the TOS control panel. The specific path is: TOS Control Panel > General Settings > Hardware & Power > UPS.
2、If the NAS shut down unexpectedly due to a UPS issue, please restart the NAS first to ensure it can boot into the system normally.
3、Log in via SSH and execute the following command，This will copy the UPS logs to an accessible folder on your NAS (using /Volume1/public as an example).

Code: Select all

cp -r /etc/upslog/* /Volume1/public

4、Use your email client to send the log files as attachments to our email address ([email protected]).

[Gremlin]

Just an FYI = Installed a new copy of TOS5.1.145 on 2 brand new Crucial P3 nvme drives (Traid). On setting up UPS to follow operating ups server, there was one small issue. On initial setup The 'TNAS UPS server' was showing as the default. However when I pointed this nas to the (correct) ups server (also 5.1.145) the operation failed with (basically) incorrect IP address. Having double checked everything (including permitted devices at server end) and still getting same result, I clicked on 'UPS Type' and set it to SNMP. I did not try and enable it. Then I clicked straight back to 'TNAS UPS Server' and the function was successful.

On the other hand, nothing crashed.

[carlosdesedas]

thank you..... the thing is my UPS is connected to the NAS via USB and the NAS detects it, show the brand, model and charge level... when I click "apply" I get the blue circle and the NAS shuts down (gracefully apparently). I sent Terramaster the logs on friday so I hope they can see the issue...

[TMzethar]

We checked the logs and log package you provided to the technical support email address but did not find any obvious anomalies related to this yet.

We have noticed that your RAID is synchronizing and it is taking up a lot of resources. At the same time, you have a number of running programs, with rsync having a particularly high footprint. When the system is busy, some of the phenomena you are experiencing may be related to this. We recommend you wait for the synchronization to finish and try to set UPS again.

However, you also mentioned that you again encountered problems setting up the UPS when using NVMe only.
May I ask what is the full name of the model of this UPS? Is it on our compatibility list? https://www.terra-master.com/global/compatibility/