23/04/2024, 15:49 How to determine, repair or replace faulty parts/products?

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How to determine, repair or replace faulty parts/products?

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doremi @

22, 2020

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[Do I need to submit a support ticket to Synology for hardware related issues?]

NO, If you submit a support ticket for hardware related issues, the only answer you will receive is to contact your reseller/vendor. (Except North/South America). Therefore, to avoid unnecessary delays,
do NOT submit a support ticket for obvious/confirmed hardware issues and contact your reseller/vendor immediately.

Some resellers may ask you to submit a ticket or ask for an RMA number, however that is NOT necessary, please refer them to this article if you are asked by your reseller/vendor to submit a support ticket.

[Where do I repair or replace faulty parts/products]

Synology does NOT provide direct repair or replacement service for faulty parts/products. (Except North/South America and SRS)

If you live outside North/South America and if your country/model is not eligible for SRS, you will need to contact the original reseller/vendor where you purchased the Synology product for all hardware related
issues whether your Synology product is under warranty or not.

[Is my Synology product under warranty?]

Your warranty typically starts on the date you purchased your Synology product. You can check how long the warranty is on each model HERE.

If you do not remember when you purchased your Synology product and you have lost your purchase receipt, you will need to contact the original reseller/vendor where you purchased your Synology product for
confirmation.

[How do I determine whether my issue is hardware related?]

Please refer to each of the commonly asked hardware issues below based on the symptoms you are experiencing:

1. My Synology NAS does not power on / powers itself off after a few seconds/minutes / power LED keeps blinking.
2. I receive error messages that Synology NAS's fan has stopped or the system is making an unusual/loud noise.
3. The disk tray on my Synology NAS is loose/broken or I have lost the key to open the disk tray.
4. My hard disks have bad sectors or failed.

1. My Synology NAS does not power on / powers itself off after a few seconds / Power LED keeps blinking

[Troubleshooting steps]

a. Power off your Synology NAS.

b. Remove all internal and externally connected hard disks and extra memory modules you added.
d. Power on your Synology NAS.

If your Synology NAS still does not power on normally or power LED continues to blink after 10 minutes, then your Synology NAS/Power supply/Power adapter is faulty, contact your reseller/vendor for further
assistance.

You can migrate your data once you receive/purchase your replacement Synology NAS by following this GUIDE.

If you need immediate access to your data while waiting for the replacement, you can follow this GUIDE.

We recommend you to read the official hardware troubleshooting FAQ for more details.

2. I receive error messages that Synology NAS's fan has stopped or the system is making an unusual/loud noise.

[Troubleshooting steps]

Fan has stopped:

a. Power off the Synology NAS and unplug the power cable.
b. Clean the fan and its surrounding area with a cloth or compressed air.
c. Plug in the power cable and power on the Synology NAS.

If the issue persists, contact your reseller/vendor for further assistance.

Unusual/loud noise:

[Troubleshooting steps]

a. Clean the fan and its surrounding area with a cloth or compressed air while the system is turned off.
b. Switch the Fan Speed Mode to Quiet Mode by going to Control Panel > Hardware & Power > General

For all other unusual noises, refer to this GUIDE.

3. The disk tray on my Synology NAS is loose/broken or I have lost the key to open the disk tray.

You will need to contact your reseller/vendor for further assistance.

4. My hard disks have bad sectors or have failed.

Unless you have Synology-branded SSD/HDD, otherwise you must contact the original reseller/vendor or the manufacturer of the hard disks if they are faulty.

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