Seagate Business NAS Troubleshooter

Seagate Business NAS Troubleshooter



Troubleshooting steps for varying conditions and possible issues for the Seagate Business NAS among other networking topics.


StartPotential Issues

To start, select the description that best describes the issue you are experiencing with your Seagate Business NAS:

    Issues
  1. My Seagate Business NAS unit is not detected on the network.
  2. My drive has performance issues.
  3. There is a problem with Seagate Global Access.
  4. There is a problem with the NAS as a Media Server.

Issue 1My Seagate Business NAS unit is not detected on the network.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. The Seagate NAS Discovery Software is not detecting my drive.
  2. My drive is not seen on my network.

Issue 2My drive has performance issues.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. My network performance seems poor.
  2. My drive's performance is poor during backup or restore.

Issue 3There is a problem with Seagate Global Access

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. I'm unable to log into Seagate Global Access.
  2. I can't assign all the Seagate Global Access licenses.
  3. I need to verify a particular license.
  4. I'm having video streaming issues.

Issue 4There is a problem with the NAS as a Media Server.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. My drive is not detected by my media device.
  2. My drive is not detected by iTunes.

Issue #I have a failed hardware component or drive.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. Choice #1
  2. Choice #2
  3. Choice #2

Issue 5There is a problem with the security settings.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. My security software scan doesn't like UPNP
  2. I lost my keys to the door of the unit.

Issue 5My drive has a problem with Apple Time Machine.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. Apple Time Machine is not detecting my drive.
  2. The drive is no longer seen in Time Machine.

The Seagate NAS Discovery Software is not detecting my drive.

Ping the Seagate Business NAS

If your Seagate Business NAS is not detected in the Seagate NAS Discovery software, the first step is to ping it. Please follow the instructions in Document ID: 005295 to find the IP address.
If the ping returns successfully, the Seagate Business NAS is detected. Proceed to map shares and use the device according to the instructions found in Document ID: 005353.

If the ping does not return successfully, please follow this procedure:

  1. Reboot your computer if necessary.
  2. Disable your firewall and anti-virus software.
  3. Retry detection using the Seagate NAS Discovery.
    If the Seagate Business NAS is detected now, proceed to map shares and use the device according to the instructions found in Document ID: 005353 (Windows) or Document ID: 005327 (MacOS).
  4. Do not forget to re-enable your firewall and anti-virus.
    If the NAS fails to be detected again after the anti-virus and firewall are re-enabled, check your network traffic to see if the Seagate Business NAS is on the blocked list.
    If it is on the blocked list, please set the Seagate Business NAS to Allow, then retry detection.
  5. If the Seagate Business NAS is not detected, please ping the drive again (with the firewall and anti-virus still deactivated for now) according to Document ID: 005295.
  6. If the ping is still unsuccessful, please:
    Windows 7/Vista/XP: Go the Start menu, then select Control Panel.
    Windows 8: From the tile view, type Control Panel and select the Control Panel.
    MacOS X: Drag the application to the Trash to uninstall it, then proceed to step 9.
  7. Windows 8/7/Vista: Select Programs and Features.
    Windows XP: Select Add/Remove Programs.
  8. Uninstall the Seagate NAS Discovery software.
  9. Once the uninstall is complete, reboot the computer.
  10. Once the computer is rebooted, confirm the anti-virus and firewall are still disabled. If they are enabled, disable them for now.
  11. Install the Seagate NAS Discovery software again, either from the included DVD or downloaded from the Seagate download page.
  12. Retry detection using the Seagate NAS Discovery.
    If the Seagate Business NAS is detected now, proceed to map shares and use the device according to the instructions found in Document ID: 005353 (Windows) or Document ID: 005327 (MacOS).

If the Seagate Business NAS is not detected, check the power to the Seagate Business NAS. Please follow these steps:

Check the power cable
  1. Confirm that the power cable is firmly inserted into a live AC outlet.
  2. Confirm that you are using the power supply included with the product.
  3. Confirm that the power switch is in the On position.
  4. Confirm that the power indicator light on the device is illuminated normally.
  5. Confirm that your computer and router are correctly powered on.
  6. Power down the Seagate Business NAS, wait 20 seconds, then power it on. Close the NAS Discovery software, wait 10 seconds, then relaunch it to check again for detection.

If the drive is still not detected in Seagate NAS Discovery, please proceed to check cabling and router functionality:

Check the Ethernet and router settings.
  1. Confirm that the Ethernet cable is firmly connected to the router and to the NAS.
  2. If available, use a different Ethernet cable.
  3. Disconnect the Ethernet cable from the router and directly connect it using the Ethernet connection to your computer, then relaunch Seagate NAS Discovery.
    If the IP address is then something like 169.254.x.x, then the NAS is functioning normally, and you will need to seek troubleshooting assistance with your router.
  4. Do not forget to re-enable your firewall and anti-virus.
    If the NAS is fails to be detected again after the anti-virus and firewall are re-enabled, check your network traffic to see if the Seagate Business NAS is on the blocked list.
    If it is on the blocked list, please set the Seagate Business NAS to Allow, then retry detection.

If the device is not found this way, please contact Seagate Support.

My drive is not seen on my network.

Resolution

The Seagate Business NAS may be detected in the Seagate NAS Discovery, but if you find it is not detected on your network, please launch Seagate NAS Discovery.

Attempt to map a share using Seagate NAS Discovery according to Document ID: 005353.

If the Map Drive function mentioned in that article is not successful, the Windows user may not have sufficient privileges, or may not be the administrator. Please login as administrator.

If the Map Drive function is successful, the share will be mapped in (My) Computer and Windows Explorer/File Explorer. Open a (My) Computer or Windows Explorer/File Explorer window.
Resize the window and move it to one side of your screen.
Open another window containing the source data that you want to move to the share.
Drag and drop the desired data to the share.

My network performance seems poor.

Resolution

If you find that the performance provided by the Seagate Business NAS is less than anticipated, please try the following suggestions:

Connect via cable rather than wirelessly to your router, because the router is pre pass-through for all content that is served by the Seagate Business NAS.

The performance will be dictated by the slowest device or cabling on your network. For best performance:

  • Use CAT-5E or CAT-6 cabling
  • Use a true Gigabit router. Wireless B, G, or N routers will give slower performance, since they are 10/100.

Update your router and the Seagate Business NAS to the latest firmware. See Document ID: 005315 for instructions on updating the Seagate Business NAS firmware.

Using encrypted shares or volumes can significantly diminish performance. For best performance, do not use encryption.

My drive's performance is poor during backup or restore.

Resolution

For best performance during data transfers in between the Seagate Business NAS and a connected USB drive or a drive inserted in the USM slot on the front of the NAS unit, first please see the suggestions listed in the relevant section of the troubleshooter, then check these articles:

I have a RAID volume and my performance seems slow.

Description

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Resolution

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Apple Time Machine is not detecting my drive.

Resolution

If Apple Time Machine is not detecting your Seagate Business NAS, though the NAS is detected on your network, please follow this procedure:

  1. Please ensure that Time Machine is properly configured and enabled, according to the instructions found in Document ID: 005280.
    If the NAS is not detected, you will not be able to complete the instructions in that article. In that case:
  2. Open Mac Disk Utility.
  3. Select the NETSTAT tab.
  4. Check the Display routing table information checkbox.
  5. Press the NETSTAT button at the lower right corner.
    A new window opens.
  6. Under the Gateway column, look for an entry that begins with
    0:10:75:xx:xx:xx
    where xx:xx:xx is the last 6 digits of the MAC address of the NAS unit.
  7. Find the IP address listed directly to the left of that entry.
    If the NAS was not listed in that window:
  8. Go back to the Disk Utility window.
  9. Select the PING tab.
  10. Enter the hostname in the selection box.
    You can find the hostname on the NAS unit label.
  11. Press the PING button at the lower right corner.
  12. The ping should reply with the NAS unit's IP address.

    If it does not reply correctly:
    1. Open your router's administration page. Check your router documentation for instructions.
    2. Look for Attached Devices or DHCP Client List. Every router is different. Please contact your router manufacturer if these instructions do not pertain to your router model.
    3. A list of all devices that have an IP address assigned by the router.
      Note the IP address assigned to the Seagate Business NAS. It should display as the HOST name, as noted above.

    If it does reply correctly:
  13. Go to the Mac desktop.
  14. Select Go from the top menu bar.
  15. Select Connect to server.
  16. Type:
    afp://IP address
  17. The Seagate Business NAS should mount on your desktop.
  18. Retry configuring and enabling Time Machine according to the instructions found in Document ID: 005280.

The drive is no longer seen in Time Machine.

Resolution

If Apple Time Machine is no longer detecting your Seagate Business NAS, the most likely cause is that your router underwent a change or the IP address changed.

You will need to mount the NAS on the Mac desktop using the IP address. If you know the IP address, please skip to step 12.

  1. Open Mac Network Utility.
  2. Select the NETSTAT tab.
  3. Check the Display routing table information checkbox.
  4. Press the NETSTAT button at the lower right corner.
    A new window opens.
  5. Under the Gateway column, look for an entry that begins with
    0:10:75:xx:xx:xx
    where xx:xx:xx is the last 6 digits of the MAC address of the NAS unit.
  6. Find the IP address listed directly to the left of that entry.
    If the NAS was not listed in that window:
  7. Go back to the Network Utility window.
  8. Select the PING tab.
  9. Enter the hostname in the selection box.
    You can find the hostname on the NAS unit label.
  10. Press the PING button at the lower right corner.
  11. The ping should reply with the NAS unit's IP address.

    If it does not reply correctly:
    1. Open your router's administration page. Check your router documentation for instructions.
    2. Look for Attached Devices or DHCP Client List. Every router is different. Please contact your router manufacturer if these instructions do not pertain to your router model.
    3. A list of all devices that have an IP address assigned by the router.
      Note the IP address assigned to the Seagate Business NAS. It should display as the HOST name, as noted above.

    If it does reply correctly:
  12. Go to the Mac desktop.
  13. Select Go from the top menu bar.
  14. Select Connect to server.
  15. Type:
    afp://IP address
  16. The Seagate Business NAS should mount on your desktop.
  17. Retry configuring and enabling Time Machine according to the instructions found in Document ID: 005280.

I'm unable to restore from my drive in Time Machine.

Description

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Resolution

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I'm unable to log into Seagate Global Access.

Resolution

If you are having difficulty logging into Seagate Global Access, please first confirm that you have set up your Seagate Global Access according to the instructions in Document ID: 005234.

If you have forgotten your Seagate Global Access password:

  1. Go to //seagate.tappin.com
  2. Click on the Forgot Password? link.
  3. Follow the instructions there.

My shares are not detected in Seagate Global Access.

Description

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Resolution

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I can't assign all the Seagate Global Access licenses.

Resolution

The 4-bay Seagate Business NAS includes 10 seats for Seagate Global Access, and the 1-bay and 2-bay models include 5 seats.
If you find you are unable to assign all of the seats included with your bay, please follow this procedure:

  1. Go to //seagate.tappin.com
  2. Click on the Forgot Password? link.
  3. Enter an email address that is experiencing login difficulties.
  4. Follow the emailed instructions to reset your password.
  5. Go to //seagate.tappin.com and login.
  6. If you are still experiencing difficulties with the login, please login at //seagate.tappin.com using the admin account.
  7. In the top right corner, click on your email address.
  8. In the dropdown menu, select Account Summary.
    The Account Summary page lists the email addresses that currently occupy seats.
  9. Find the user account(s) that is/are experiencing login difficulties and select Remove User.
  10. Login to the Seagate NAS Manager.
  11. Select Global Access.
  12. Select the user that was just removed in the dropdown box under Global Access Account Settings.
  13. Enter the user's email address and password.
  14. Select Submit.
  15. A confirmation email arrives to that user's email account. Select the activation link it contains to access your content remotely.

I'm having video streaming issues.

Resolution

If you find that you are experiencing stuttering, choppy video, or repeated buffering when trying to stream video from the Seagate Business NAS, especially from a Windows PC or Mac computer, it could be due to any number of issues.

The best solution is to download the file to your local computer instead of streaming it.

When viewing your files using the Seagate Global Access user page, move your mouse over the file you want to play. A gear icon appears in the corner - click on it, then select Download.

Once the file is downloaded to your computer, you can play it.

I'm having upload or download issues.

Description

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Resolution

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I'm having issues sharing files.

Description

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Resolution

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My drive is not detected by my media device.

If your media device does not detect the Seagate Business NAS, please follow this procedure:

  1. Configure in accordance with Document ID: 005347.
    If the NAS is configured correctly, and the media device is still not detecting it:
  2. Power off the media device and power it back on.
  3. Power off the NAS and power it back on.
  4. Ensure the media device has the latest DLNA version.
  5. Try another media device, and use the Seagate Global Access app.
  6. Try also the Tappin app to access the content.

DNLA - codec compatibility

Description

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Resolution

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My drive is not detected by iTunes.

Resolution

iTunes can be configured to view and play content stored on the Seagate Business NAS. Please set it up according to the instructions found in Document ID: 005281.

If the Seagate Business NAS is not found in the left sidebar of iTunes as the article shows:

  1. Open iTunes and select Edit, then Preferences.
  2. Under the General tab, confirm that the Shared Libraries option is checked, then click OK.



  3. Power off your computer and the Seagate Business NAS.
  4. Wait 30 seconds.
  5. Power on the computer and the Seagate Business NAS.
  6. Relaunch iTunes and retry the instructions.

replacing a fan 4-bay

Description

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Resolution

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replacing a failed drive

Description

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Resolution

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replacing 4 drives with higher capacity drives w/out data loss

Description

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Resolution

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I don't understand the ecryption features.

Description

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Resolution

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My security software scan doesn't like UPNP

Description

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Resolution

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I lost my keys to the door.

Description

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Resolution

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I need to verify a particular license.

Resolution

To verify that a particular user has been assigned a seat (or license) for Seagate Global Access, please follow this procedure:

1) Login at //seagate.tappin.com using the admin account.
2) In the top right corner, click on your email address.
3) In the dropdown menu, select Account Summary.
The Account Summary page lists the email addresses that currently occupy seats.
4) If the email address in question is not listed under Users Occupying Seats, please create a Seagate Global Access account for that user according to the instructions in Document ID: 005234. If the email address is already listed there, please see the section entitled "I can't assign all the Seagate Global Access licenses."





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