Frequently Asked Question
How to submit a Synology support request from DSM
QUICK ANSWER
Open DSM Support Center and use Contact Support while signed in to your Synology Account. Describe the exact failure, versions and checks already completed. If DSM cannot open, use the support section of your Synology Account from another device and keep the case number for follow-up.
Applies to: Synology DSM Support Center and Synology Account support. Manufacturer technical diagnosis and ACE purchase/warranty assistance are separate routes.
Prepare a useful manufacturer case
- Check existing guidance first. Search this Knowledge Base for the exact message and model. Record which checks helped or failed, rather than opening several cases for the same problem.
- Open Contact Support. In DSM launch Support Center > Contact Support. Sign in to your Synology Account, choose the correct device and complete the required fields. English or Chinese is supported for this route.
- Describe the problem in order. State what you expected, what happened, when it began and the last known working state. Add numbered reproduction steps, DSM/package versions, the exact error and any recent update or network/storage change.
- Attach relevant evidence privately. Capture the affected screen and include diagnostic logs only through the official case. Current DSM help states that attachments larger than 100 MB are removed; respect the actual limit shown by the form and avoid unnecessary files.
- Keep one case history. Record the manufacturer case ID and reply within that case. Check the account portal and spam/quarantine folders if a reply is missing. A submitted case is not proof that a repair or replacement has been approved.
Logs and remote diagnosis
In Support Center > Support Services, log generation and optional diagnosis services help the manufacturer investigate. Generate only the logs requested for the case. Diagnostic packages can contain system and configuration information; share them privately with the intended support recipient.
Enable remote access only when the verified Synology engineer handling your case requests it. Current DSM support access generates a temporary account; do not copy the older instruction to email your normal administrator password. Synology documents automatic expiry after 14 days. Review the displayed access conditions and coordinate any earlier revocation with the case engineer.
If the NAS is unreachable or hardware service is needed
Open your Synology Account’s support section from another device if the NAS cannot reach Support Center. Describe the LED state, power behaviour and the last action before access failed. For purchase documents, warranty checks and ACE-assisted handling, follow the Synology warranty and RMA route. Include the existing manufacturer case reference so the same diagnostic work is not repeated.
Confirm the result
A case is visible under the correct Synology Account with a case ID, accurate device details and the relevant evidence. Follow any case-specific instructions before arranging hardware handling.
Before going further: Do not publish serial numbers, logs, support keys or passwords. Never grant remote access merely because an unsolicited message claims to be support.
If you need help
For ACE assistance, include the model, problem summary, manufacturer case ID and purchase reference in a private ticket. Keep drive removal, data recovery and warranty handling separate until the diagnosis identifies the next step.
Updated 261108