[Help] Not able to ping outside network

[shahmanank]

Hi, Just bought a new T4-423 NAS and after connecting and configuring static IP at the NAS lost connection and couldn't recover the connection for hours. After rebooting multiple times and even resetting somehow could see the NAS IP on the router and was able to logging using Web GUI. Started setting up NAS for use after midway again lost the connection but this time could access Web GUI but unable to ping outside network thus unable to pull docker images. Is there a prevalent issues with network card or firmware resulting in erratic network connectivity? Please help to resolve this concern or else I would consider returning this product and may look for another brand. Its too annoying.

[TMzethar]

Is it actually F4-423?
You can troubleshoot and resolve the issue.
When set to DHCP, can the NAS connect to the internet normally?
Additionally, you can check if there is an IP conflict within the local network.
For troubleshooting guidance, refer to: viewtopic.php?t=5939
If you still cannot complete the setup, you can contact the official website's Live Chat to schedule an engineer for remote inspection.

[shahmanank]

Yes the model number is F4-423. Following the guidance checked the interface status and can see the WAN address and IP address for the NAS was made static from router end and its dynamic from NAS end. Rebooted the NAS multiple times but still cannot ping NAS IP or even using ssh to access NAS shell cannot ping to the router. Since I initiated the NAS setup I'm consistently facing issues with network connectivity and this is little frustrating. Cannot work on NAS to setup necessary apps since purchased. In the beginning as soon as I had assigned static IP at NAS end lost the web access to the NAS and had to reset the NAS. Somehow recovered the web access and while installing applications using docker suddenly lost network connectivity. Still able to access NAS via Web gui, TOS desktop application and ssh using PVE but cannot ping either NAS itself or router or any external IP. Appreciate your prompt support to resolve this issue.

[sianderson]

Yes the model number is F4-423. Following the guidance checked the interface status and can see the WAN address and IP address for the NAS was made static from router end and its dynamic from NAS end. Rebooted the NAS multiple times but still cannot ping NAS IP or even using ssh to access NAS shell cannot ping to the router. Since I initiated the NAS setup I'm consistently facing issues with network connectivity and this is little frustrating. Cannot work on NAS to setup necessary apps since purchased. In the beginning as soon as I had assigned static IP at NAS end lost the web access to the NAS and had to reset the NAS. Somehow recovered the web access and while installing applications using docker suddenly lost network connectivity. Still able to access NAS via Web gui, TOS desktop application and ssh using PVE but cannot ping either NAS itself or router or any external IP. Appreciate your prompt support to resolve this issue.

out of interest what hard drives are you using?

i found i had stability issues like this when i was trying to use an unsupported hard drive (seagate barracuda) in my F2-423, all was resolved by changing to one on their compatibility list (western digital red), but i know the hard drive itself is fine as its in the F2-210 that i have that likes them

[shahmanank]

I'm using 2 x 4TB WD Red Plus hard drives. Somehow after few hours of tries reestablished internet connection, but this erratic connection. I have not done anything in between just waited, weird. How can I ensure consistent connection.

[TMnick]

Hello, the network issue is unlikely to be related to your hard drives, and your drives are listed on the official compatibility list. You can try restarting your network devices: restart the modem, router, and switch in order (wait 30 seconds before powering on again), which may resolve temporary conflicts. Additionally, you can try a ping test to check for high latency or packet loss.

[shahmanank]

I did restarted router and NAS multiple times but time-to-time experiencing connectivity loss. Sometime ping to NAS doesn't work but web access to NAS works and sometime Ping from NAS to google doesn't work thus NAS is not connected to internet. Also NFS share get disconnected periodically. Tried all possible ways from router end still cannot get stable network connectivity. What can be other areas I should look into to secure stable and consistent access to NAS.

[IrisLi]

We sincerely apologize for the inconvenience caused. You may try switching to a different network cable or port to verify if the issue persists. Additionally, you can generate and download a diagnostic log report under 'TOS > Support & Help > Issue Feedback' and send it to us for analysis. This will help us pinpoint the problem more accurately and resolve it faster.

[shahmanank]

I tried switching the port but then network doesn't work at all. Further downloaded the diagnostic log zip file but since the zip file size is 29Mb cannot even send it via email, still I have sent the zip file with log files only i.e. with /etc folder via email. Looking for support to continue using Terramaster NAS. Let me know if there is a way to send the large size zip file.

[IrisLi]

You may also share files via Google Drive or other cloud storage services - simply email us the shareable link.