Support Services
Support Services include both remote access and log generation tools, allowing our technical support engineers to quickly view, diagnose, and resolve technical issues on your Synology NAS from a Synology office. To do this, go to Support Center > Support Services.
Remote Access
Select Enable remote access only when you are being asked by Synology Technical Support. A random account will be generated for our technical support engineers to remotely access your Synology NAS.
Note:
- Remote access will be automatically disabled after 14 days. It should not be manually disabled by then unless a Synology technical support engineer asks you to do so.
- Please remove any contents from your Synology NAS 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.
Diagnosis Service
Enable the Diagnosis Service function to automatically deliver the diagnostic data of your Synology NAS when you submit a technical support ticket. This can facilitate the troubleshooting process.
Before using this function, make sure your Synology NAS is signed in to your Synology Account (configurable at Control Panel > Synology Account).
- Select Enable Diagnosis Service and then click Apply.
Log Generation
Generate and provide logs only to Synology technical support engineers.
- Click Generate logs then wait for a few minutes before the download is complete.
- Provide Synology technical support engineers with the logs via email.
Things you should know about our Support Services
- We respect your Synology NAS as if it were our own.
- The logs of your Synology NAS will only be used for the purposes of system diagnosis. Synology will not access or disclose any other personal information on your Synology NAS. For more information, refer to our Services Data Collection Disclosure.