Broken NVIDIA GPU Driver? - QTS 4.4.3.1381 - TS-873

Plex Media Server NAS & Devices
1

Hello,

I am hoping one of you might be able to assist me with this issue I have been having with the latest firmware version of QTS (4.4.3.1381) on my TS-873. When I upgrade the firmware and reboot, I am presented with the following error message:

“[Hardware Status] Failed to automatically install the driver: NvKernelDriver. The GPU is not functioning. Check the internet connection and manually install the driver through App Center or download it from the QNAP website.”

I use my NAS for hardware transcoding of Plex media via the GPU, so this is obviously very important to have working. I tried opening a ticket with QNAP, but they were not very helpful - they essentially just gave me a link to the “NVIDIA GPU Driver version 3.0.5” QPKG to install. I have already tried reinstalling the NVIDIA GPU Driver & rebooting a few times which unfortunately does not make a difference. The only solution I was able to find is to downgrade back to QTS 4.4.2.1320 (the latest working version for me). I would prefer to be on the latest firmware version, however.

As a side note, I noticed in QNAPs release notes for the NVIDIA GPU Driver that there is a new version listed (version 4.0.0) - but I cannot seem to find a download for that version anywhere. Maybe my NAS is not yet compatible with that version - not sure.

Has anyone seen an issue like this before? Any assistance would be greatly appreciated.

Thank you,

2

DEBUG (not VERBOSE) log files please which capture this?

Also, which card are you using?

3

Hi Chuck, thank you for looking at this - I really appreciate it. I have the debug logs, but they contain some sensitive information (username, email address). Is it ok if I private message them to you instead of posting them publicly? Here is the information on the card I am using.

[~] # gpuhal_app -l
f:NVIDIA Corporation:GP107GL [Quadro P400]:external:6

[~] # gpuhal_app -s f
active_status=2,real_status=2,driverqpkg=NVIDIA_GPU_DRV,driver_installed=1,in_used=none,transcode=1,display=1,pcie_slot=1,pcie_vp=0

Thanks,

4

Hi Chuck, so interestingly enough - right after I posted my message above Plex started working again… Even though I still get the QNAP error message regarding the NvKernalDriver not updating, Plex is able to use the GPU anyway. I’m not sure what changed between now and yesterday, but it appears to be working.

5

The info you show above, from the gpu hal, is what I was hoping to see.

Somehow QTS decided the card was indeed installed and configured for proper use.

There’s no sense in digging further at this point. It is as PMS is expecting.

6

@ChuckPa I just started having this issue, myself. I can say for almost certainty that it has to do with the firmware as I just upgraded from 4.4.3.1400 to 4.4.3.1421. I can probably roll back but hoping I don’t have to.

Not sure how to get the GPU hal but I am using a p2000. If you let me know the command to enter into putty, I can do that to get that info for you.

Thanks!

7

The file I’m looking for is in /sbin.

Path: /sbin/gpuhal_app.

Which NAS is this? I have some of the list from QNAP

8

correction: p2200 in TS-873…rolled back to 4.4.2.1320 and no resolution there. Same error.

Edit: found the file but not seeing the lines from OP
@ChuckPa

9

if, as admin /sbin/gpuhal_app -l does not return anything then QNAP is not allowing the Nvidia to be seen in QTS / not supporting it (no drivers).

You have the latest NVIDIA_GPU_DRV package installed?

10

i used cat gpuhal_app -1 and it says invalid option. but using cat gpuhal_app returns some large text I cant make sense of.

`

11

no no. there is no cat involved here.

/sbin/gpuhal_app -l (lower case L )

12

f:NVIDIA Corporation:Device:external:6 is the return

13

When you go to the Control Panel -> Hardware -> Graphics Adapter,

Is it in QTS mode ?

14

gpu
gpu1008×381 25.9 KB

yes but for some reason doesn’t show model or any info it would normally…

15

If it’s not showing the info then you need to have QNAP look.
I don’t have the system configurations for every different model.

I only have the TS-877 and TVS-1282

16

thanks!! will open a ticket

17

@spdelope
I can confirm that this issue has reappeared with the latest firmware version (4.4.3.1421 build 20200907). I installed it this morning, rebooted, and the GPU is not working anymore. Downgrading back to 4.4.2.1320 build 20200529 (which used to work) does not resolve the issue either. I did have a QNAP ticket open previously for this, but ended up closing it as my issue mysteriously vanished, but I will reopen that case and share what I find here.

@ChuckPa
I remember reading another thread about you being in touch with QNAP engineers - is it possible for you to check with them to see if there are any known GPU issues with TS-X73 devices related to firmware updates?

18

The contacts I have at QNAP don’t share that kind of information.

We discuss and work on things like “How should ‘QTS mode’ work when selected?”.

You can get the Nvidia tools themselves and run them directly if you wish.

What I see above looks like the driver version isn’t right but cannot be certain without deeper hands-on investigation which isn’t possible from here.

19

No worries, @ChuckPa - hopefully I can get some assistance next week when QNAP looks at my ticket. I spent a better part of 2 hours troubleshooting this morning, and could not get any of it to work. I definitely feel like something is funky with the driver or the firmware update. It sounds like @spdelope has a Quadro card as well, so I suppose it is something specific to that line of cards? We will see…

20

I stuck my old 1050ti card back in and reinstalled the drivers, still nothing. Depending on my schedule this week, I might reinitiate my NAS from scratch but will probably wait a few days to see what QNAP says

@kaathrael