Windows 10P Will Not Connect to NAS

SilverLitz 1 Reputation point
2020-08-04T02:57:49.277+00:00

Sorry for the long message, but I want to provide a detailed chronology of my problem.

I have been using a Thecus N2810Pro NAS for more than 2 years, using 3TB Ultrastar HDDs in RAID 1, and it has worked well until 7/20/20. I have my music and photo libraries stored on the N2810Pro. The NAS is connected throughout my home using Ethernet and Cat5e and Cat6 cables.

On 7/20/20 my Arris Surfboard SB6141 cable modem failed, and I replaced it with a new Surfboard SB6183. Since then, my HP Z840, Windows10P PC does not see the N2810Pro.

Prior to the modem failure, my networks was:

Surfboard SB6141 modem => Linksys EA6200 wireless router => (2x) 8-Port Gigabit Ethernet switches =>

(Parallel):

=> 4-Port Gigabit Ethernet switch => N2810Pro, D-Link DIR-860L wireless router, TV, AVR, & Z400 PC

=> Z840 PC (main PC), Z440 PC, Z400 PC

I had previously had the N2810Pro connected direct to 8-Port Gigabit Ethernet switch, in a different location. Both of these configurations worked well. But, I wanted the N2810Pro in a different location, which required the additional 4-Port Gigabit Ethernet switch.

Initial Troubleshooting

After the modem failed, I tried changing downstream cables, and the newer router, but I still had problems. I also contacted my internet provider, and they said my modem was connected to their system, but a laptop directly connected to the modem did not have internet. So I concluded that the output of the modem was the problem, and thus I bought the new modem.

I originally tried replacing the modem with the exact same network configuration, but it was not working. I then disconnected the 2nd wireless router, and I got internet connectivity, but the N2810Pro was not connecting to the PCs. So I simplified the N2810Pro's path, by connecting it direct to the same 8-Port Gigabit Ethernet switch as the PC, but still no connection. I then replaced the primary wireless router to the newer and better D-Link, but I had the same results as with the older Linksys router.

My network connections was changed to the following:

Surfboard SB6183 modem => D-Link DIR-860L wireless router => (2x) 8-Port Gigabit Ethernet switches => (Parallel):

=> 4-Port Gigabit Ethernet switch => TV, AVR, & Z400 PC

=> N2810Pro, Z840 PC (main PC), Z440 PC, Z400 PC

Z840 PCs and N2810Pro are connected to the same 8-Port Gigabit Ethernet switch with Cat 6 and Cat 5e cables, and the switches show active connection.

After the modem change, none of my PCs could see the N2810Pro, either in the file explorer or via JRiver Media Center.

Thecus Setup Wizard discovers the N2810Pro, but the Browser does not connect (Fixed IP http://192.168.1.100/).

I even tried connecting the N2810Pro to my Z840's secondary Ethernet, but it still did not see it.

Window Settings Changes Tried

After I replaced the modem and my Z840 could not see my N2810Pro, I watched several YouTube videos on how to fix this problem, as well as other website suggestions. I followed these video steps, and it still did not correct the problem. I also deleted my prior Mapped Network Drive definitions (e.g. X:\n2810pro\photo, Y:\n2810pro\video, Z:\n2810pro\music). I do not remember all of the things I tried. I did NOT make any Windows setting changes to the other PCs in my network. All of my PCs are Windows 10 Pro, and all are kept updated.

[In retrospect, these changes must be the problem, as they did not fix the real reason. After the modem changes, the N2810pro was on a different segment than the router/PC, but this was NOT known at the time. ]

Contacting NAS Manufacturer, Thecus

Still being unable to connect to the N2810Pro NAS with any PC, I contacted Thecus online support. We exchanged several messages are several days. This took longer than normal, as Thecus support was located in China, with very little overlap of working hours.

Thecus support quickly zeroed in on my problem. For some reason the exchange of modems had changed the IP segment of my router and PCs’ addresses. The N2810Pro IP address was static at 192.168.1.100, while after the modem change the router and PCs were on segment 192.168.0.xxx.

So I used Thecus Setup Wizard to change the N2810Pro’s static IP address to 192.168.0.100, to get it on the same segment as the rest of my network. After this change, I could log on to the N2810Pro using a web browser.

But my Z840 (which had Windows settings changed) still could not connect to the N2810Pro through Windows, either with the File Explorer or JRiver MediaCenter. The other PCs in the network could now connect to the N2810Pro, as their Windows settings were NOT changed.

I then had several back/forth email messages with Thecus support, but we could not resolve the problem. Then late night on 8/2/20, I had Thecus support remotely access my Z840 via Team Viewer. Thecus support worked on my Z840 for over an hour trying settings on the N2810Pro and Windows settings on my Z840, but nothing they tried could establish contact through Windows. When they went to my Z840’s Command Prompt, the Z840 successfully Pinged the N2810Pro, but nothing worked through Windows.

What are the Windows settings changes that need to be done in order for my Z840 to see/connect to the N2810Pro through Windows?

Can I copy the Windows settings from my Z440, which connects fine to the N2810Pro, to my Z840? How?

Windows 10 Network
Windows 10 Network
Windows 10: A Microsoft operating system that runs on personal computers and tablets.Network: A group of devices that communicate either wirelessly or via a physical connection.
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  1. Candy Luo 12,656 Reputation points Microsoft Vendor
    2020-08-04T05:39:36.967+00:00

    Hi ,

    What's the OS version of your windows 10?

    Based on my understanding, windows 10 can ping NAS but cannot connect to NAS. Is that right? Please feel free to let me know if my understanding is wrong.

    >>But my Z840 (which had Windows settings changed) still could not connect to the N2810Pro through Windows, either with the File Explorer or JRiver MediaCenter.

    Based on the current situation, I would like to collect more details:

    1.How did you connect to NAS? Via \IP address or \hostname? If IP address doesn't work, please change to hostname to do a test.

    2.What's the error message when you cannot connect to NAS, please provide more details for us to troubleshooting.

    In addition, please enable the SMB 1.0 support by enabling the following Windows features from the Control Panel:

    15317-1.png

    Then check if you could connect to NAS.

    ---Please Accept as answer if the reply is helpful---

    Best regards,

    Candy

    3 people found this answer helpful.
  2. SilverLitz 1 Reputation point
    2020-08-04T19:51:11.47+00:00

    >What's the OS version of your windows 10?

    W10Pro 2004
    15578-image.png

    > Based on my understanding, windows 10 can ping NAS but cannot connect to NAS. Is that right?

    From Command Prompt, Thecus Support could get the Z840 to Ping NAS, but I have NOT been able to connect in Windows (File Explore, JRiver)

    >1.How did you connect to NAS? Via \IP address or \hostname? If IP address doesn't work, please change to hostname to do a test.

    I would normally connect (before the problems) by Mapped Drive letter, such as: Z:, as Z: was mapped as \n2810pro\music. But that stopped working post Modem change, and I have since deleted these Mappings. (If I get this corrected, I will reestablish the exact drive mapping.)

    If I try \n2810pro, I get this error:
    15537-image.png

    I then tried to access the NAS via \192.168.0.100, but I get the following Network Error:
    15520-image.png

    I made the SMB 1.0/CIFS Client change that you suggested, and rebooted. (Prior it was Unchecked by Thecus, but I had it checked before Thecus Support).
    But I get the exact same error.

  3. Michael Stenlund 1 Reputation point
    2020-08-05T04:45:48.41+00:00

    Hi, I've been working with networking for 15 years+ I have a feeling your NAS is not compatible with your router. The issue being, a lot of models of NASs I've worked with do not deal well with the 1982.168.0.x networks. They work fine with 10 10 networks or 192.168.1.x networks (more standard types).

    Could this be related to your problem? Just putting the thought out there.

    Sincerely,
    Mike

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  4. SilverLitz 1 Reputation point
    2020-08-05T14:01:57.827+00:00

    15862-image.png

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  5. Candy Luo 12,656 Reputation points Microsoft Vendor
    2020-08-07T02:04:57.44+00:00

    Hi ,

    The error message is common, it is difficult to find the cause from community support level. Due to the limited test environment, we have no such NAS device to reproduce your issue. As Mike said, this might be a compatibility issue between the NAS and the 192.168.0.X network segment.

    Any more, if you want to get a more satisfying explanation and solution to this issue, I would suggest you open a case with Microsoft. In this way, they can do more in-depth investigation by phone communication and live share session.

    You may find phone number for your region accordingly from the link below:

    https://support.microsoft.com/en-us/gp/customer-service-phone-numbers

    Best Regards,
    Candy

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