The NAS keeps receiving the error ‘Unable to obtain the latest app update information online’ time to time and the apps list fails to be loaded in the App center but the NAS has no problems in connecting to the internet.

Applicable Products:

• App Center

These are the most common reasons and solutions to receiving the notification "Unable to obtain the latest app update information online" from the App Center:

• Can’t connect to update.qnap.com
• NAS is located on an isolated network, the function to check the latest app update is enabled.
• Incorrect system time
• Outgoing connections are blocked by the Allow/Deny list

Can’t connect to update.qnap.com

1. Go to Control Panel > System > Firmware update > Live Update.

2. Click Check for Update. If the error message Firmware upgrade can't be performed. Please check the network connection, or update it manually. is displayed, try one of the following:

   • Check if your firewall is blocking update.qnap.com.

   • Change the DNS setting to 8.8.8.8 or 8.8.4.4

     1. Go to Control Panel > Network & File Services > Network & Virtual Switch.
        The Network & Virtual Switch window opens.
     2. Go to Network > Interfaces.
     3. Identify the adapter that you want to configure, then click > Configure.
        The Configure window opens.
     4. Go to the DNS tab.
     5. Select Use the following DNS server address.
     6. Configure Primary and secondary DNS server to 8.8.8.8 and 8.8.4.4

   • Configure System Default Gateway to Auto-select system default gateway.

     1. Go to Control Panel > Network & File Services > Network & Virtual Switch.
        The Network & Virtual Switch window opens.
     2. Go to Network > Interfaces.
     3. Click System Default Gateway.
     4. Configure System default gateway to Auto-select system default gateway.

NAS is located on an isolated network, the function to check the latest app update is enabled

1. Upgrade your NAS firmware to the latest version.

2. Open App Center.

3. Click (Settings).

   1. Click the Update tab
   2. Disable the option "when updates are available..."

Incorrect system time

It is generally recommended that all connected devices have their system time synchronized with an NTP server. You can configure this setting on your NAS at Control Panel > System > General Settings > Time.

Outgoing connections are blocked by the Allow/Deny list

Selecting Allow connections from the list only will block access to required QNAP servers.

1. Go to Control Panel > System > Security > Allow/Deny List

2. Add the following IP Addresses to your Allow list.

   • 13.32.143.45
   • 13.32.143.67
   • 13.32.143.23
   • 13.32.143.42
   • 127.0.0.1
     

If the problem persists, contact QNAP support.