Synology Warranty Australia

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Gene Cryder

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Aug 5, 2024, 3:04:55 AM8/5/24

to gasysphyco

Icame home from work on Tuesday and my Synology NAS (DS1815+) was off. I tried turning it back on but there was no response from the power button. I tried unplugging it, using a different cable, using a different power point, but nothing seemed to work. I googled it and came across a 20 page thread on the Synology forums that seemed to suggest it was a dead PSU. I had an old Corsair PSU lying around so I plugged it into the motherboard and the NAS turned on. I guessed this just confirmed the dead PSU theory.

I ordered a replacement PSU and received it on Friday. Unfortunately when I plugged it in... nothing. No response again. I tested the Corsair PSU again just to check if I'd done something, but again it powered on just fine. I have tried turning it on without any drives plugged in, but still nothing. Seeing as the old Corsair PSU is 450w and is powering it on, and the Synology PSUs are only 250w... could it be an issue with the NAS trying to draw too much power? (Is that a thing that could happen?)

I'm still looking for the paperwork to confirm which store I bought it from, just in case it's still under warranty. I would have bought it in December 2015 so it's almost 18 months old. In the mean time I have two Synology PSUs that aren't powering my NAS. Any suggestions? If I was to fork out the cash for a new one, could the drives just be changed over? (I have my fingers crossed the drives are still fine)

I had already replaced the PS once and one day it stopped working, no light, would not turn on. I sent it back to Mwave and it was replaced. I didn't think about trying a different, more powerful PS. I did swap in the replacement PS I got sent and that didn't work. I also removed all disks when tetsing it.

With some motherboard component issues a whole new motherboard for example may be needed or the system to be scrapped for parts unless there's no intention to replace a component with higher than normal failure rates where that hasn't yet failed.

With a system with a component issue like this as a customer I'd be wanting to make sure that a replacement unit is not affected. Otherwise you may find that the replacement also fails from the same issue but this time outside of warranty.

well i had a readynas 312 few years back and it stopped working after 15 months. netgear replaced the unit with a new one under warranty. i only had to send the faulty unit with invoice. the replacement unit was received by me via courier in about 7 working days . this is top notch warranty service.

I work for NETGEAR. NETGEAR ReadyNAS units also may be replaced with refurbished units under our warranty terms. It's standard practice in the industry. We do want users to be happy with the replacement unit and if they're not we'll review high resolution photos of the replacement device if they're provided and make a decision.

If the data on it was so important that you didn't put into place a "plan B", then you're just going to suffer the consequences. I've had one friend already run out to buy another DS1515+ while he waits for the replacement to arrive. And he wasn't even running a business :)

On a side note, PCCaseGear were very harsh with the warranty treatment. They claimed he was 1 week outside the 2 year warranty. (Wow...heard of ACL?) He had to point out to them that Synology had already extended it another year...

@TobiasPhoenix.

Contact Synology, they were very good. They were happy to do an RMA directly after I provided them the serial number. I have to say they had no issues at all but suggested that I go through my supplier. This is what I ended up doing, now the wait begins for the replacement unit.

Getting it going was simple enough. Booted the NAS with a spare old drive. Shut it down, removed the drive and inserted the 5 drives from the failed NAS carefully in order. Rebooted. All was well and all I needed to do was reset static IP addresses I use, and a couple of other minor settings.

Purchased mine in 2015 with a build date of March 2015 which died in July this year. I had trouble powering it on for about a month, but it did power on. Took another month for it to not power on at all(no lights at all).

Took exactly 1 month to get my replacement. Replacement had a build date of July 2015 so i am assuming it is a refurbished one. 3 days later after i got it configured and running to how i wanted it, did a reboot to troubleshoot a certain issue i was having. The dreaded flashing power LED came up.

I bought and first powered on my DS1815+ almost exactly 18 months ago and from reading the Synology forums, it seems a decent percentage of people whose units failed happened at this point of ownership.

Welp, current status is I'm having a new unit shipped out to me now. Not bad considering I missed the mail window on thursday afternoon, it got there yesterday and they (pc case gear) assessed it, and are sending me out my replacement.

Like I said then, you'll probably have to load a backup of the config to get it back to exactly how you had it. You should always keep a backup of your config....... If not, your data should at least be in tact, but you'll have to set up the NAS again

well that sounds resonable, so all you have to do is ensure the new DS has the latest DSM.

"the DSM version running on the target Synology NAS must be the same or newer than the version on the source Synology NAS"

and if the replacement unit is another DS1815+ it appears you don't need to worry about a config file for same units, only if they are different models.

"the DSM version running on the target Synology NAS must be the same or newer than the version on the source Synology NAS"

DSM is on the hard drives I am moving between the dead and new unit, how would it ever be anything different.

The Firmware must be at least partly contained in the ROM as Synology are quit clear that you need to ensure the new device does not have an older DSM version than the drives version.

This is exactly what I was wondering, especially since they're not listing the rom spec size in the spec sheets, which make me think it's potentially a dumber device with no drives installed, almost a bios that simply knows how to set up a drive and perform formats and installs for DSM.

Did Synology revise the 1815 and therefore fix this problem ie; dead, no power issue? I'm assuming that is the case with the replacement they send out.. or is there a possibility that the replacement will suffer the same fate later down the track?

Anyone care to list where they sourced this information?

from Synology

... If the product serial number starts with 172 (2017-Feb), then that means this unit has applied the suggested improvement to address this known C2000 issue.

I've tried it myself, doesn't matter what order they're in just as long as the drives that are part of the RAID are still in there.

I wonder how it would go if you had say a raid 6 array, took out the drives and put back in all but 1 (so the same scenario as a single failed drive in the array)

Any unsold old stock around when the newer stock with the different Intel 'fix' motherboard, came through would likely have been returned to Synology.

Rather than throw away all that new stock, the logical thing to do would have been to a have a team or person replacing the motherboards

- I find it hard to imagine they would be hanging on to the old stock (pre- Feb 2017) and than issue it out in 2018 with the faulty motherboard untouched, that would be somewhat illogical would you not think?

Same (I think) however, it's not to say the Synology contacted them about a recall notice as not C2538 based model seemed to be affected by the issue.

I've removed 3 drives from RAID 6 and the unit boots and says array can't be found. You just need to boot back up with 2 drives missing or less and the array will attempt to resync and hopefully you didn't lose anything.

I found this statement odd so I went looking at the DSM 6 migration instructions and it found it still cleary says:

"Hard drives must be installed in the same order as they were installed in the source Synology NAS"

I found this statement odd so I went looking at the DSM 6 migration instructions and it found it still cleary says:

"Hard drives must be installed in the same order as they were installed in the source Synology NAS"

I'm beginning to think that you can't do it between migrating units because it must have to copy a config file which has the hard drives serial numbers, UUID and RAID config. Once that has been copied you can do what you like.

I migrated between 2 DS1815+'s with nothing but the hard drives, no backup config or anything

I'm aware of this, my question was. If you take out a raid 6 array, throw a disk to one side, put in the remainder of the array in a new DS1815+ would you expect that to work (albeit it in an degraded state)

That's why I find it odd that Synology say you should rearrange in the same order, maybe they just say that for the sake of making it easier for users...

Might have some issue if you put disks between units and DX expansions rather than in their original housings.