For in Warranty Technical Support (Software Support)

Get help with technical issues, apply for Synology Replacement Service (SRS), and
have your usage questions answered by our experts.

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For in Warranty Hardware Support

https://community.synology.com/enu/forum/1/post/133398

[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.