TerraMaster Forum

Hello.

My F4-242MAX operated quite well, however since a few days the NAS does not properly shutdown: it stops the hard- drives, but then the unit freezes, ie LED stay on, fan stays on but the NAS appears "frozen". I cannot wake it up via WOL (although properly configured and working before). I have to press the start button for some seconds, then the device switches off. After waiting a while, I can switch on the unit again. This behavior happens always when switching off, independent from automatic shutdown or manually triggered shutdown.

I suspect TerraSync: looking into the logs, I found in TerraSync a very long log in which it appears that TerraSync tries to delete some Windows folders/files which is apparently not successful (see typcial log at the end). In parallel, it consumes high resources in normal operation although no sync task is currently running (checked via TNAS PC).

Did anybody have similar issue with "frozen NAS" during shutdown?
Since I was using TerraSync as sync software, I am asking myself what will happen when I am going to unistall/ re-install TerraSync will my Backup/ Sync Tasks still work or will I have to setup those again?

Thanks & Regards.


TerraSync Log (short excerpt):

Info 2025-09-24 01:00:01 TerraSync system Delete file/folder [f]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [mispace_uninstall.mfl]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [mispace.mfl]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sv-se_fed226e24f434f74.manifest]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sv-se_fed226e24f434f74]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [f]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [mispace_uninstall.mfl]
Info 2025-09-24 01:00:00 TerraSync system Delete file/folder [mispace.mfl]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sr-..-rs_a734cb16c2dff157.manifest]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sr-..-rs_a734cb16c2dff157]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [f]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [mispace_uninstall.mfl]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [mispace.mfl]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sl-si_010462d24dce4a26.manifest]
Info 2025-09-24 00:59:59 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sl-si_010462d24dce4a26]
Info 2025-09-24 00:59:58 TerraSync system Delete file/folder [f]
Info 2025-09-24 00:59:58 TerraSync system Delete file/folder [mispace_uninstall.mfl]
Info 2025-09-24 00:59:58 TerraSync system Delete file/folder [mispace.mfl]
Info 2025-09-24 00:59:58 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sk-sk_01f2411a4d343743.manifest]
Info 2025-09-24 00:59:58 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_sk-sk_01f2411a4d343743]
Info 2025-09-24 00:59:58 TerraSync system Delete file/folder [f]
Info 2025-09-24 00:59:56 TerraSync system Delete file/folder [mispace_uninstall.mfl]
Info 2025-09-24 00:59:56 TerraSync system Delete file/folder [mispace.mfl]
Info 2025-09-24 00:59:56 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_ru-ru_62d73c6d581a4519.manifest]
Info 2025-09-24 00:59:56 TerraSync system Delete file/folder [wow64_microsoft-windows-wsp-spaces.resources_31bf3856ad364e35_10.0.19041.5607_ru-ru_62d73c6d581a4519]
[/size][/size][/size]

Thank you for your feedback. After internal testing, we have not been able to reproduce the issue of NAS failing to shut down due to TerraSync. To help troubleshoot, you can try the following methods:

1. Disable the TerraSync App

You can disable the TerraSync app in the NAS application center for a period of time to check if TerraSync is causing the shutdown issue. Please note that if you uninstall and reinstall TerraSync, you will need to reconfigure any previous sync or backup tasks.

2.Export TerraSync Debug Logs

To further analyze the issue, you can export the TerraSync debug logs and send them to our technical support email ([email protected]). Here's how to export the logs: Open TerraSync > TerraSync Console > Logs > Settings > Export Debug Logs.

3.Enable Debug Mode

You can also enable the debug mode by navigating to “Support and Help” > “Debug Mode” on the desktop toolbar. Once the NAS encounters the issue again, please export the debug logs and send them to our technical support email ([email protected]) for analysis.

@TMeric: thank you for offering your support on this matter, I highly appreciate.

I collected all the requested information and sent the message to the technical support via mail.

Quick summary: After disabling TerraSync, the misbehavior (NAS freeze when shutdown) disappeared, and (surprise) it still disappeared even after re- activating TerraSync again. Since for those tests no sync or backup client was active, it still requires observation. As a first cautious status report I would say my initial suspect towards TerraSync wasn't that wrong.

Anyway, I will keep you posted how the situation develops.

Thanks & Regards.

From the reports you provided, the Disk I/O is too high, and the system is running sluggishly.
It is recommended that you wait for the TerraSync backup/synchronization task to complete. Then try to close it again.

Hello,

I could finally solve the issue.

1st step: I removed all Docker container and un- installed Docker, Docker Manager, Portainer: still the system hung at shutdown, this was no improvement. Why did I do this? My assumption was that an improper container setting could have made my Terramaster NAS instable.

2nd step: Un- install TerraSync. Since this time the NAS can be rebooted at any time. It shuts down and can be waked up at any time. Un- installing TeraSync solved the issue. Was it now necessary to un- install Docker/ Portainer? I don't know, probably it wasn't necessary.

In a few days I intend to install TerraSync again, at this moment I would expect it works without flaw.

Thanks & Regards to the TM team and this community. This post can be set to [solved].