Why am I receiving “Unable to obtain the latest app update information online’” notifications?

Overview

Here are the most common causes to receive 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
• Incorrect system time
• Outgoing connections are blocked by the Allow/Deny list

Applicable Products

• App Center

Resolution

Can’t connect to update.qnap.com

When clicking Check for Update in Control Panel > System > Firmware update > Live Update, the QTS should pop up the prompt "Firmware Update" or "There is no new firmware version".

Prompting Firmware upgrade can't be performed. Please check the network connection, or update it manually indicates QTS couldn't connect to update.qnap.com, use the following methods to resolve the issue.

• 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 (more settings) > 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.

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

NAS is located on an isolated network

Disable the option to check the updates in App Center

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

Enable NTP in Time setting.

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 in Control Panel > System > General Settings > Time.

Outgoing connections are blocked by the Allow/Deny list

Adjust the Allow/Deny list in Security setting.

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

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

• If you currently select Allow all connection/Deny connections from the list or see Go to QuFirewall to manage the list", but still receiving the notification, contact QNAP support without changing the setting.
• If you use Allow connections from the list only, add the following five additional IP Addresses into the Allow list.
  • 13.32.143.45
  • 13.32.143.67
  • 13.32.143.23
  • 13.32.143.42
  • 127.0.0.1