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TNAS.online Remote Access Troubleshooting Guide

1. Scope of Application​

Applicable to all TOS system versions (TOS 4 / TOS 5 / TOS 6 / TOS 7)

Q1: What should I do if I get "TNAS ID does not exist" after entering TNAS ID on https://tnas.online portal or client?​

A:
Please confirm the following items in order:

  • Whether the TNAS ID is entered correctly (case-insensitive, no extra characters).
  • Whether the NAS is running normally (device is powered on, network is normal, can successfully log in to the system).
  • Whether the TNAS.online service on NAS has been successfully enabled.

Any abnormality in the above links may cause this prompt to appear.

Q2: What should I do if I get "This TNAS ID is already in use" when enabling TNAS.online on NAS?​

A:
This prompt indicates that the current TNAS ID has been occupied by other TerraMaster users or devices and cannot be reused.
Please modify to a new TNAS ID and re-enable the service.

Q3: What should I do if a previously normally used TNAS ID suddenly prompts "This TNAS ID is already in use"?​

A:
This problem is usually caused by TerraMaster account changes.
TNAS ID has a binding relationship with "TerraMaster account + NAS device ID", and this problem may be triggered in the following scenarios:

  • Changed TerraMaster account on the same NAS;
  • Used different NAS devices but used the same TNAS ID and account combination.

Processing method:

  • Use the originally bound TerraMaster account to re-enable TNAS.online;
  • Or change to a new TNAS ID.
Note

Only after changing to a new TNAS ID will the original ID be released; merely disabling the TNAS.online function will not release the TNAS ID.

Q4: What should I do when accessing through https://tnas.online/yourtnasid, but the opened page is not your own NAS login page?​

A:
This problem is usually related to historical compatibility mechanisms between different TOS versions.
Since TNAS.online has undergone multiple iterations in TOS 4 / 5 / 6 / 7:

  • Old versions only verified within lower version ranges when modifying TNAS ID;
  • New versions will perform downward compatibility verification;

Therefore, cross-version TNAS ID duplication may occur.
When accessing through the unified portal, the system will parse from new to old versions in order:

  • If duplicate TNAS IDs exist, newer version devices will be prioritized for matching;
  • Causing older version devices to not be correctly resolved.

Recommendation:

  • Upgrade NAS to the latest TOS version;
  • Or change to a new TNAS ID to avoid conflicts.

3. Unable to Enable TNAS.online on NAS​

Q5: How to troubleshoot when unable to enable TNAS.online on NAS?​

A:
This problem is usually related to system configuration or network environment. It is recommended to troubleshoot item by item in the following order:

  1. Whether "Security Isolation Mode" is enabled
    Security isolation mode only allows LAN communication, all external network access (including TNAS.online) will be restricted.
    If you need to use TNAS.online, please disable this mode first.

  2. Whether system time is correct
    Abnormal system time will cause secure connection establishment to fail.
    You can confirm whether the time is accurate by executing the date command in the terminal.

If the time is incorrect, please calibrate in:
Control Panel > General Settings > Region & Language > Time.

  1. Whether NAS network is normal (whether it has external network access capability)
    Need to confirm both DNS resolution and external network access capability:
  • Use nslookup to test whether domain name resolution (such as www.baidu.com or www.google.com) returns IP;
  • Use curl to test whether web pages can be accessed normally.

If resolution fails or no response, it is usually due to network restrictions or configuration issues. It is recommended to:

  • Modify DNS (such as 223.5.5.5 / 1.1.1.1);
  • Or contact the ISP for handling.
  1. Whether TNAS.online service nodes can be accessed
    Under the premise of normal network, it is also necessary to confirm whether NAS can access related service nodes.
    You can use curl to test the following domains (different versions have slightly different dependencies):
  • tnas.online
  • v1.tnas.online
  • v2.tnas.online
  • v3.tnas.online
  • tnas2.link
  • tnas.link

If unable to access, it is usually due to ISP or network policy restrictions.

4. Unable to Access NAS from External Network​

Q6: What should I do if unable to access NAS through TNAS.online from external network (non-LAN)?​

A:
Please first confirm the following two basic conditions:

  • NAS is currently powered on and running normally, can log in normally;
  • TNAS.online service has been successfully enabled and is in normal status.

If any condition is not met, external network access cannot establish connection.

5. Log Troubleshooting​

Q7: What should I do if the above methods still cannot solve the problem?​

A:
If the problem is still not resolved after the above troubleshooting, it is recommended to export TNAS.online related logs and submit them to technical support for analysis.
Support email: support@terra-master.com
Log paths for different system versions are as follows:

  • TOS 7: /var/log/onlined.log
  • TOS 6: /var/log/online2.log
  • TOS 5: /var/log/frpc.log For example, in TOS 7, you can execute the following command through "Terminal":
cp /var/log/onlined.log /Volume1/public

After copying the log to the shared folder, download and submit it.