Support Center
If you require assistance, Synology Support Center offers a one-on-one, fast-response support channel staffed with experienced technical support engineers. You can submit a technical support ticket to get help with your ActiveProtect appliance or allow Synology support engineers to run a diagnosis on it remotely.
Contact Support
Synology Support Center is your trusted resource for addressing any issues with your Synology ActiveProtect appliance during the product's warranty period. Our team is here to help maintain and optimize the performance of your ActiveProtect appliance. To get assistance, go to Support Center > Contact Support and submit a support ticket.
Before creating a new support ticket:
- To save your time, we advise you to search the Knowledge Center before creating a new support ticket as your question has likely already been asked and there is an existing article addressing the issue.
- You need to sign in to your Synology Account to create a new support ticket from the appliance console.
- Every required field must be filled in on the new support ticket.
- To avoid misunderstandings, please submit the support ticket in English or Chinese.
Tips for creating a new support ticket:
- Describe the issue you are reporting and include any steps you have taken to troubleshoot on your own. Include details that will help Synology technical support engineers understand the issue. If possible, provide numbered steps including screenshots to reproduce the issue.
- Our support system will remove attachments larger than 200 MB.
- Go to Support Center > Support Services and enable Diagnosis Service to automatically deliver the diagnostic data of your Synology ActiveProtect appliance when you submit a support ticket. This can facilitate the troubleshooting process.
What to expect after a support ticket is sent:
- A Synology technical support engineer will contact you shortly after the support ticket is sent.
- If you have not heard from us, it is very important that you make sure that these emails are not blocked by security software on your computer or in your network.
- Every support ticket has a unique ID and this ID can be found in the subject of emails sent in response to the support ticket.
- Our technical support engineers may ask you to generate logs from your ActiveProtect Appliance or enable remote access in order to conduct further diagnostics from a Synology office.
Generate Logs
You can provide Synology technical support engineers logs from your Synology ActiveProtect appliance.
Go to Support Center > Support Services > Log Generation and click Generate logs. The download will be complete within a few minutes.
Note:
- The logs of your Synology ActiveProtect appliance will only be used for the purposes of system diagnosis. Synology will not access or disclose any other personal information on your Synology ActiveProtect appliance. For more information, refer to our Services Data Collection Disclosure.
Enable Remote Access
Go to Support Center > Support Services > Remote Access and Enable remote access to allow Synology technical support engineers to remotely access your Synology ActiveProtect appliance. A random account will be generated for access.
Enable remote access only when you are being asked by Synology technical support engineers.
Note:
- Remote access will be automatically disabled after 14 days. It should not be manually disabled until then unless a Synology technical support engineer asks you to do so.
- Remove any contents from your Synology ActiveProtect appliance that you consider to be private.
- Although Synology cannot guarantee that the provision of remote access will resolve your issue, Synology will make reasonable efforts to perform support services in a professional manner.