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What to do if NAS device is not found?

Applicable models:​

All TNAS models

Symptom:​

  • Newly purchased TNAS device without TOS system installed, cannot be found using TNAS PC or TNAS mobile client;
  • After device restart, cannot access the device through browser and client cannot find it;
  • Suddenly cannot access the device during use, problem persists after restart.

Possible causes:​

This issue is usually caused by the following reasons:

  • Hardware abnormality
  • System not starting normally or boot failure
  • Network connection or configuration issues
  • Client blocked by firewall or security software
  • Client software itself abnormal Please follow the steps below for troubleshooting.

Hardware troubleshooting:​

Please check the following hardware-related items to ensure the device is running normally:

  • Power adapter: Confirm if the power adapter indicator is steadily green to ensure normal power supply.
  • Device power status: After pressing the power button, the power indicator should light up.
  • Connection status: After powering on, the power indicator and hard drive indicator should stay green, and the network indicator should blink (indicators on some models are located on the back).
  • Buzzer prompt: About 5 seconds after powering on, you should hear a buzzer sound, indicating the boot system has started.
  • Memory compatibility: If you have added memory modules yourself, please remove them and try booting again.
  • Hard drive troubleshooting: Power on the device without any hard drives. If the device can be found, the issue may be related to the hard drives. If all the above checks are normal, it indicates no hardware abnormality. Please continue troubleshooting network and software issues. Otherwise, please contact our customer service for further troubleshooting or device replacement.
Before troubleshooting:

First, you need to follow the official Quick Installation Guide to install and set up your TNAS step by step, ensuring your TNAS is correctly connected to the network, hard drives are properly installed, and the device is powered on normally.

Network troubleshooting:​

  • Ethernet connection: Check if the Ethernet cable is correctly connected to the router or switch, try replacing the Ethernet cable.
  • DHCP service: Confirm that the router has DHCP server enabled to ensure TNAS can obtain an IP address.
  • Network identity: Ensure the computer and TNAS are on the same local network.
  • Firewall/antivirus software: Check if TNAS device is blocked, try temporarily disabling related software and search again.

Software and system troubleshooting:​

Please check the following items to ensure your device is not faulty and is running normally.

1. Determine system status based on beep sounds​

Power on without hard drives:

Device with system installed: For devices with system installed, observe if there is a beep sound after powering on.

  • If yes: It means the device has entered the TOS system.

    • Check if the network is assigned an IP address. In some system versions, when powering on first and then connecting the network cable, the device cannot dynamically obtain an IP address, resulting in the device not being found on the network. Please turn off the device and try again.
    • Check if the system is running stuck. If the relevant processes for responding to search requests cannot run, it will also cause the device to fail to start after being powered on.

      Note: Both of these situations can be judged by connecting an external display to check the NAS device's operation status.

  • If no: It may be a USB boot failure, unable to load the TOS system correctly. Please try powering on without hard drives.

2. TNAS PC client running abnormally​

  • Antivirus software has restricted the application process, causing TNAS PC to be unable to perform search services. Try closing the antivirus software and searching for the device again.
  • In special cases, the TNAS PC client background process runs abnormally. Please install another version to help you search for your device.

3. Try using different search tools​

If you have completed the above checks and all items are normal, you can search for your device through several different methods. Here are some common methods you can try respectively.

If you encounter any issues during troubleshooting, please contact our technical support team for further assistance.