QNAP’s Latest Firmware Update Locked Some Users Out of Their Accounts

A firmware update for QNAP's network-attached storage (NAS) systems, QTS 5.2.2.2950 build 20241114, has sparked significant controversy and frustration among users.

Released on November 14, the update promised enhanced security features and the introduction of new capabilities, such as support for the QuTS hero operating system on select models. However, widespread reports of critical issues have forced QNAP to quietly withdraw the firmware for unspecified models, leaving users, in some cases, unable to login to their accounts.

Reported problems

Users across various forums, including QNAP Community and QNAP Club, have detailed a range of problems following the installation of the update. Common complaints include:

• Complete loss of access to their QNAP system after performing a three-second reset, with users met with the error message: “Your login credentials are incorrect or account is no longer valid.”
• Essential apps such as Malware Remover, QuLog Center, and Resource Monitor reportedly fail to start, with some citing errors related to missing dependencies like Python2.
• Issues like incorrect model identification, missing external storage devices, and broken logs for shared folder access via Samba were also highlighted.
• Some users reported unexpected warnings of unauthorized access or incomplete initialization after rebooting their NAS.

The update appears to be especially problematic for older models in the TS-x53D and TS-x51D series, with some users unable to restore functionality without reverting to the previous firmware version (5.2.1).

Users angry with lack of communication

On November 20, QNAP removed the firmware update from its download center for certain models, only to reintroduce it on November 21 without clarifying which devices remain affected. Users have criticized the company for its lack of transparency and failure to provide guidance or a public statement addressing the issues.

Some have reverted to the previous firmware and reported stable performance after downgrading. Others, particularly those experienced with troubleshooting, have managed to resolve issues through workarounds, such as restarting apps individually or upgrading to Python3. New adopters and those reliant on older NAS models feel left behind, with many calling for better testing and communication from QNAP.

“QNAP's approach seems to be letting the product mature in the hands of the customer. It’s disheartening for those of us relying on these devices for critical operations,” pleaded a customer.

What’s next?

QNAP has yet to issue a formal response or acknowledge the reported problems on its official website, and the company did not answer our requests for a statement on the situation. The company’s silence has led users to speculate about the stability of the new firmware and its long-term implications. Community leaders have advised users to delay updating until more positive feedback emerges or until QNAP addresses the issues directly.

For those impacted by the problematic update, it is recommended to revert to QTS 5.2.1 and wait for official guidance. Finally, it would be a good idea to monitor community forums to stay informed about the safety of subsequent releases.