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Cannot Find My Newly Purchased TNAS on the Network

Applicable Models:​

All TNAS models

Problem Description:​

A newly purchased TNAS device does not have an operating system pre-installed. You must first initialize the new TNAS device and install the TOS system before normal use. Before system initialization, you need to obtain the TNAS device's IP address and enter it in the address bar of a computer browser (Google Chrome or Apple Safari recommended) to access the system setup page for initialization.

Due to various reasons, you might be unable to find the TNAS device on the network, meaning you cannot obtain its IP address and thus cannot proceed with initialization. If this occurs, please follow the troubleshooting guide below.

Note

If your TNAS has been used for some time but suddenly cannot be found on the network, it's mostly because your TNAS has disconnected from the network or crashed. You should refer to other guides for troubleshooting.

Possible Causes:​

There are multiple reasons why the device might not be found, such as: device hardware failure, system not starting properly, network not connected correctly, or TNAS being blocked by firewall or antivirus software. Please follow the guide below to troubleshoot step by step.

Before Troubleshooting:​

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

Device Troubleshooting:​

Check the following items to ensure your device has no faults and that the boot system has started normally.

  1. Check if the power adapter is working properly. If the power is working normally, the power indicator light on the adapter will be solid green.
  2. Check if the device is powered on normally. When the device is powered on normally, the power indicator light will illuminate when pressing the power button.
  3. Check if the device circuitry is working normally. After powering on, the power indicator and HDD indicator lights will be solid green, and the network indicator light will flash (on some models, the network indicator is on the back of the device).
  4. Check if the device boot system started normally. If the device starts normally, you should hear a single "beep" from the buzzer about 5 seconds after startup. About 20 seconds after startup, you should hear three "beep" sounds from the buzzer (only devices without a system installed will emit these three beeps; devices that have been initialized and have a system installed will not).
  5. If you added RAM modules yourself, remove the added RAM and try again.
  6. Rule out whether hard drive failure is preventing system startup. Remove all hard drives, restart the system, and try again (i.e., start up without any hard drives).

If all the above items are normal, it indicates your device has no faults and the boot system has started normally. Please refer to subsequent guides for troubleshooting other aspects. Otherwise, please contact our customer service for further troubleshooting or device replacement.

Network Troubleshooting:​

  1. Check if the network cable is correctly connected to the router or switch. To rule out network cable failure, try replacing the network cable.
  2. Check if your router has the DHCP server enabled. If there is no functioning DHCP server in your network, the TNAS cannot obtain an IP address.
  3. Check if your computer and the TNAS are on the same network. If your computer and the TNAS are connected to different routers or switches, your device will not be discoverable.
  4. If your computer or network has a firewall, security system, or antivirus software configured, check if your TNAS is blocked by this software. If so, you need to remove your TNAS from the blocklist; or, you can temporarily disable your firewall or antivirus software, and re-enable them after initializing your TNAS.

Try Using Different Search Tools:​

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

  1. Enter directly into your browser's address bar: http://tnas.local (This method only works for uninitialized devices. It is ineffective for initialized devices as their names have been changed).
  2. Install the TNAS PC client on your Windows or macOS computer and use it to search. Recommended to use TNAS PC 5.0.33 or later versions.
    • When installing the TNAS PC client, if you are a Windows user and Windows Defender prompts whether to trust the software, you must select "Trust".
    • If you are a macOS user, and the system prompts "The software you installed is from an untrusted publisher", you need to allow the client to run in macOS "System Settings > Security & Privacy".
    • Download Link: Visit the Download Center to get the latest version application.
  3. Find via the router. You can log into your router's management page and obtain the TNAS's IP address by checking the list of connected devices.
  4. Use the third-party tool "Advanced IP Scanner". Download Advanced IP Scanner for Windows

Additional Notes​

The above are the troubleshooting methods for finding a TNAS device. If you check each item one by one, the problem can basically be resolved. If you need assistance during the above troubleshooting process, please contact our customer service personnel.