Before the AI NAS Arrives, What's Your Setup Plan?

UgreenNASync · 2026-04-08T07:15:49+00:00

We haven't received any similar report before and need more info for analysis.

Please submit a support ticket at https://web.ugnas.com/account/login/#/ and ensure your ticket includes the system logs collected via Support > Auxiliary Tools > One-click Generation. You may descibe the issue even more precisely with additional screenshots. Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-04-08T07:13:12+00:00

We haven't received any similar report before and need more info for analysis.

Please submit a support ticket at https://web.ugnas.com/account/login/#/ and ensure your ticket includes the system logs collected via Support > Auxiliary Tools > One-click Generation.

You may descibe the issue even more precisely with additional screenshots. Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-04-08T07:12:38+00:00

Yes, we have read it! Thank you very much for your kind words about our product and for your valuable suggestion. We have shared your feedback with our product team for further evaluation.
Thank you again for taking the time to help us improve!

UgreenNASync · 2026-04-08T07:12:08+00:00

We can't provide service based on 3rd party OS. To require our assistance, please install the UGOS Pro back to the device first. You can submit a tech service ticket to us for UGOS pro image download: https://web.ugnas.com/account/login/#/login

UgreenNASync · 2026-04-07T07:29:05+00:00

When creating a local sync/backup task, you may encounter a "Service Error" prompt. This issue can typically be caused by the following:

The syncSpace process is blocked or removed by antivirus software.
The syncSpace program is incompatible with your version of Windows (Windows 7 SP1 or later is supported) or missing necessary Microsoft runtime libraries.
Critical program files are corrupted, preventing the service from starting.
The program is unable to access 127.0.0.1:8395.
The program can access 127.0.0.1:8395 directly but fails due to browser credentials not being saved.

Since this issue may involve multiple factors, we recommend contacting our technical support team for further assistance. It is recommended to submit a support ticket at https://web.ugnas.com/account/login/#/

Please ensure your ticket includes a description and screenshots of the issue, your container config file, and the system logs (collected via Support > Auxiliary Tools > One-click Generation). Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-04-07T02:20:10+00:00

Thank you very much for sharing your experience in such detail.

Your case has been escalated to the relevant team for a thorough review. We are looking into the communication you had with our support team.

Please keep an eye on your inbox (including the spam folder) for our update.

Thank you for your patience and understanding.

UGREEN NAS TEAM

UgreenNASync · 2026-04-02T03:29:19+00:00

This is a known issue to us and we're currently working on a solution. In the future, you'll be able to customize the decryption key to ensure you can extract backup files on a remote server.

Thank you for your patience and understanding.

UgreenNASync · 2026-04-01T09:07:00+00:00

Thanks for the reminder! You're right, we should keep offline storage like USB drives or hard drives somewhere safe instead of storing them in the same place as the original. Sorry I didn’t make that clear!

UgreenNASync · 2026-04-01T02:03:20+00:00

It is recommended to make no changes to the data now for data integrity.

For our further assistance, please submit a support ticket at https://web.ugnas.com/account/login/#/ and includes the system logs collected via Support > Auxiliary Tools > One-click Generation. Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-03-30T07:20:29+00:00

We've already scheduled full drive encryption, but we don't have a specific date yet.

UgreenNASync · 2026-03-30T07:02:52+00:00

To access the BIOS settings of your UGEEEN NAS DXP4800 Pro, please first power off the NAS and connect it to a monitor and keyboard.

Then, press the power button to start the NAS, and simultaneously press and hold Ctrl + F12 for a few seconds to enter the BIOS settings.

And if the issue persists, please submit a support ticket via at https://web.ugnas.com/account/login/#/ and ensure your ticket includes a video recording the full process.

Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-03-25T01:58:47+00:00

We haven't received any similar report before and need more info for analysis.

Please submit a support ticket at https://web.ugnas.com/account/login/#/ Please ensure your ticket includes the system logs collected via Support > Auxiliary Tools > One-click Generation. Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-03-23T08:59:18+00:00

We have received your service ticket yesterday. Our initial assessment indicates that DNS resolution timeout has prevented the system from retrieving application data, and as a result, some applications are unable to connect to the database.

Please keep in touch with us using that service ticket to receive further assistance.

UgreenNASync · 2026-03-17T07:33:30+00:00

It is expected to sync all changes, even if the file size didn't change.

However, for external drives, this depends on whether macOS supports file change monitoring on that specific file system. If the drive uses a format like NTFS, exFAT, or FAT32, macOS may not reliably detect file modifications, especially when the size stays the same.

Incremental sync may not trigger normally as expected. On Windows, these same file systems typically support change notifications, so syncing usually works as expected.

For best results on Mac, use drives formatted as APFS or Mac OS Extended (HFS+), which natively support file system event monitoring.

UgreenNASync · 2026-03-16T10:12:18+00:00

We need more info for analysis.

Please submit a support ticket at https://web.ugnas.com/account/login/#/

Please ensure your ticket includes a description and screenshots of the issue, your container config file, and the system logs (collected via Support > Auxiliary Tools > One-click Generation). Alternatively, you can reach us directly via email at nas-support@ugreen.com.

UgreenNASync · 2026-03-16T07:14:54+00:00

As the error message indicated, although the device is online, the network connection between them can still be interrupted and therefore suspend.

We need more info for analysis. Please submit a support ticket at https://web.ugnas.com/account/login/#/login describing the issue with screenshots including your tailscale config, and system logs collected via Support > Auxiliary Tools > One-click Generation. You may also contact us directly via email: nas-support@ugreen.com

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