TerraMaster Forum

I'm using an F4-424 PRO on TOS 5.1 with a TRIPP LITE INTERNET550U and I'm not seeing any detection of the UPS. It also doesn't make sense for it to expect an IP (something someone else on this forum has mentioned).

I'm aware of the compatibility list, but it looks like that list is just based off user submissions, with a bunch of old UPSs people just had laying around, for the most part. Many of those are way too much battery power and way too expensive.

When checking the compatibility list from TERRAMASTER, it indicates several TRIPP LITE UPSs which fall under "usbhid-ups" and "USB (protocol 2010)". The INTERNET550U model I purchased also falls under this categorization. See: https://networkupstools.org/stable-hcl.html.

Are there any other ideas on how to make this work, other than "buy one from the list"?

EDIT: Amazon let me keep the unit and refunded me. I'll try the ECO550UPS, which is on the compatible list. However, I don't understand how it's going to have an IP. The only other thing I can think of is that it's possible to use an IP or USB one, and something will populate at the bottom of the "Hardware & Power" page under the "UPS Information" section which currently reads "UPS is not connected" when the NAS recognizes a UPS over USB.

sneak9001 wrote: ↑23 Jan 2025, 10:41

Regarding the IP issue, you can set "Enable TNAS UPS Server" for the current TNAS device, fill in the IP address and forward it to other TNAS devices powered by the same UPS. If there is no such requirement, you can directly connect the UPS using USB.

TMwuu wrote: ↑23 Jan 2025, 15:38

sneak9001 wrote: ↑23 Jan 2025, 10:41

Regarding the IP issue, you can set "Enable TNAS UPS Server" for the current TNAS device, fill in the IP address and forward it to other TNAS devices powered by the same UPS. If there is no such requirement, you can directly connect the UPS using USB.

It is my understanding that "Enable TNAS UPS Server" means I can make this NAS into a "UPS server" so that other network devices can communicate with the UPS via this NAS. Is that correct?

I did connect the UPS directly by USB, but it didn't show up. I've ordered the Tripp Lite ECO550UPS and it should be here tommorow. Amazon let me keep the old UPS and refunded me. I'm hoping this new one works fine with the NAS since it is on the official TM compatibility list.

Alright, now I have the ECO550UPS, which is ON THE COMPATIBILITY LIST and TOS still doesn't recognize the UPS. The replies don't seem too quick here so I'll be contacting chat if they aren't answered by the time I do a few other configuration tasks . I'll be sure to update this thread with information as I receive it.

By the way, I did try another USB cable since when I swapped to this 2nd UPS I initially just left the cable in place. It didn't change a thing.

sneak9001 wrote: ↑25 Jan 2025, 10:58

This is a very specific case and requires a technical engineer to assist you remotely. You can contact official customer service to schedule a remote assistance.

TMnick wrote: ↑25 Jan 2025, 14:29

sneak9001 wrote: ↑25 Jan 2025, 10:58

This is a very specific case and requires a technical engineer to assist you remotely. You can contact official customer service to schedule a remote assistance.

I will do this as soon as I can. Thanks.

TMnick wrote: ↑25 Jan 2025, 14:29

sneak9001 wrote: ↑25 Jan 2025, 10:58

This is a very specific case and requires a technical engineer to assist you remotely. You can contact official customer service to schedule a remote assistance.

I'm trying to right now but it seems the live chat is not working. Nothing happens when clicking it. I tried using the website menus to go to support and then live chat, and also tried the "live chat" link at the top of the site.

I'd use email, but I sent one to the sales team 7 days ago and never got a reply. I want faster replies than this, especially considering the importance of having backup power.

sneak9001 wrote: ↑27 Jan 2025, 10:16

We sincerely apologize for the inconvenience caused. We will strive to improve our response time.
You may visit the TerraMaster official website to contact our online customer support and schedule a remote assistance session. We will arrange for an engineer to resolve the issue for you.

TMbuddy wrote: ↑27 Jan 2025, 12:16

sneak9001 wrote: ↑27 Jan 2025, 10:16

We sincerely apologize for the inconvenience caused. We will strive to improve our response time.
You may visit the TerraMaster official website to contact our online customer support and schedule a remote assistance session. We will arrange for an engineer to resolve the issue for you.

Okay but the issue is that the live chat links do not function anymore. What would be the best way to contact support to schedule a remote assistance setting?

By the way, this may have something to do with the fact that TOS can't recognize the UPS.. but even the directions appear to be incorrect...

USB UPS is a backup power supply device connected to the TNAS via an USB port. For hardware installation information for the UPS device, see the user manual for that device. You can also connect the USB UPS device to the USB port of the TNAS device, and then follow the steps below to enable UPS support.
1. Check "Enable UPS Support".
2. Using the "UPS System Type" drop-down menu, select "TNAS UPS Server"
3. Choose an option for the time period after which the TNAS device drops into safe standby mode after any power failure.

When following these steps, you cannot apply the changes because it expects you to complete the "Network UPS IP" field.

sneak9001 wrote: ↑27 Jan 2025, 12:19

Hello! Thank you for your understanding and patience. Currently, during the Spring Festival, our response times may be delayed, and we appreciate your understanding.
Due to the holiday, we have adjusted our customer service working hours. If you were unable to reach us online, it may be because no customer service representatives were on duty at that time. We recommend contacting us through the online chat service on the TerraMaster website between 8:30 AM and 10:00 PM (GMT+8). Our on-duty team will do their best to assist you.