Beste gebruikers van het forum.
Ik heb, net als meer gebruikers, problemen met de herkenning van een DS211j door Windows 7 met behulp van Synology Assistant.
Ter lering en vermaak voeg ik hier de hoogstaande ondersteuning van Synology bij om niet mijn verhaal nogmaals tot in detail uit te leggen......
Ik ga er van uit dat jullie Engels voldoende is om het hele verhaal te kunnen volgen
.
De antwoorden die ik ontvang naar aanleiding van de ingediende ticket raken kant nog wal en gezien de antwoorden lijkt het erop dat inhoudelijk de mails niet gelezen of begrepen worden.......
Continu worden "oplossingen" aangedragen waarvan ik al (uitgebreid) verslag heb gedaan.
Wie op dit forum kan nog met een werkend idee komen, want als dit de kwaliteit is van de technische ondersteuning van Synology, dan wordt dit definitief afscheid nemen van mijn Synology NAS!
Integraal afschrift van de afhandeling van de ticket: [22-5-2012] (persoonsgegevens gewist)
Geachte klant,
Synology heeft uw bericht ontvangen. Wij nemen zo vlug mogelijk opnieuw contact met u op. Met dank voor uw geduld.
Hieronder vindt u een kopie van het bericht dat wij van u hebben ontvangen.
Problem Explanation: Trouble started with Synology Assistant on my Win7 PC lost contact with my DS211j after updating the DS to 4.0-2228 (after a flawless working period of over 8 month, even with the DSM 4.0 bèta version)
My PC still could find the network maps and DSM functions normal via webbrowser. Installing the updated Assistant 4.0-2216 didn't do the trick.
After a full reset from within DSM 4.0-2228 the DS did not reboot properly. I'm left with a DS with the power led steady blue, both HDD leds steady green, the LAN led steady green end the status led blinking orange........
I have already wiped all partitions on both disks in order to make a clean install, but wit an Assistant not able to (re)connect to the DS211j I'm left completly in the dark and run out of options. PLEASE HELP!
Problem Reproduce Steps:
Followed steps:
1. update DSM from 4.0-2219 to 4.0-2228
2. update SA from 3.2-1920 to 4.0-2216 (still no DS found)
3. reset router (Sitecom WLR-4000) to factory default to restore DHCP settings (DS on DHCP, but was assigned a fixed IP adres by the router)
4. install SA 4.0-2216 on Ubuntu 12.04 LTS (no DS found)
5. With DSM via webbrowser checked the S.M.A.R.T. status of both disks of the DS. (status both normal)
6. Turned off router firewall (no DS found)
7. Uninstall GData internetsecurity in case the firewall should be the problem (not expected because with Ubuntu also no DS found!)
8. Turned firewall in DSM off. (still no DS found)
9. Put the IP of DS in the DMZ of the router's firewall (no DS found either......)
10. Back to DSM via webbrowser and started a reset.
(second option: format hard and restore factory default)
11. After reset the DS dit not reboot as expected and end of story.....
12. Status led keeps blinking orange, SA still unable to find DS and no contact possible by the webbrowser over IP. (When looking in the router the DS is assigned with a IP adres and ping works without a problem.....)
Product Information/Question Personal Information
Product: DS211j
Type of Customer: Eindgebruiker
Product Version: DSM 4.0-2228
Company Name:
Product Serial Number: AAHCN04928
Full Name: (gewist)
Type of Usage: Voor persoonlijk gebruik
Job Title:
Hard Drive Model: 2x WD20EARS
E-mail: (gewist)
Printer Model:
Address:
Language: English, Nederlands,
Location: Europe & Russia / Netherlands
Client Operating System: Windows 7, Ubunt 12.04 LTS Telephone: (gewist)
LAN Setting: DHCP
Fax:
Type of Message: Technische support gevraagd
1e reactie support Synology; [23-5-2012]Dear Sir/Madam:
Thanks for your inquiry.
From your explanation, we've known that you format the disks and this is why the status LED was lighting in
orange color. To narrow your problem, please make the DS connect to your PC directly with a wired cable.
After that, please reconnect to the DS via Assistant again to see if the issue consist or not.
If you could connect the DS according to the steps above, it's probably the problem of your router.
Please check the port which connected to the DSM (the default port is 5000).
We'll recommend you to refer the guide like below:
1.If you want to access your NAS via internet, here are some setup for you:
http://www.synology.com/tutorials/how_t ... p?lang=enu2.About router port forwarding, maybe you can refer these:
http://forum.synology.com/wiki/index.ph ... e_Internethttp://portforward.com/english/routers/ ... rindex.htmPlease feel free to contact us again if you have further questions or suggestions.
Best Regards
(naam helpdesk medewerker)
1e reactie van mijn kant; [23-5-2012]Dear Sir/Madam,
Thanks for the first reaction on the support request.
The solution to connect direct to the PC I did forget to mention, didn't en does not work. I've tried both standard UTP cable and a cross-linked UTP cable. No diskstation found in the network.
I have further switched routers for my old Cisco router and this didn't helped either.
Settings while using Synology Assistant:
- Firewall turned off.
- Virus scanner turned off.
See the attachment of a screen-print with the result of Diskstation Assistant search.
I've searched Google, read the whole Dutch and English forum, but without any solution.
(Also the on the forum suggested options of rebooting without disks or replacing the disk for a spare one did not help in my case)
What's bothering me the most is that all this trouble has started right after the DSM update....
Before the update all things went smoothly. Internet access with File Station, Photo Station and FTP gave no problem whatsoever.
I've a strong gut feeling that it all has to do with the DSM update and that Synology have to come up with a working solution.
Again, what can I do. Please help.
Best regards,
A.van Dijk
2e reactie support Synology;[28-5-2012]Dear Sir/Madam:
Thanks for your feedback and sorry late response.
May I know that the Assistant the you are using is the latest version?
Could you please install the latest version and try it again?
http://ukdl.synology.com/download/ds/DS ... t_2216.zipBesides, are you sure that the anti-virus software or firewall doesn't deny the Assistant to access the DS?
Have you check the port 9999,9998,9997 were opened for the Assistant?
In the problem still consist, please remove all disks from your DS and connect it to see if the Assistant can find the DS or not? If it could find the DS, it's probably the issue of your disks, we'll recommend you to exam the disks first by putting them in a normal PC with the tools below:
HDD Examination:
[Samsung HDD: ES-tool]
http://www.samsung.com/global/business/ ... _Tool.html[WD HDD: Lifeguard]
http://support.wdc.com/product/download.asp?level1=6[Seagate HDD: Seatool]
http://www.seagate.com/www/en-us/suppor ... s/seatools[Hitachi HDD: Drive Fitness Test]
http://www.hitachigst.com/support/downloads/Please feel free to contact us again if you have further questions or suggestions.
Best Regards
(naam helpdesk medewerker)
2e reactie van mijn kant;[9-6-2012]Dear Sir/Madam,
As before already explained, I'm using all the latest versions of DSM and DS Assistant and the disks are both in perfect shape (formatted and tested on a different computer outside the DS).
A couple of days ago I've taken the time and succeeded to regain access to my DS211j by using the DSA with Ubuntu Linux on my laptop.
DSM is finally reinstalled on my DS211j and can be seen and is accessible by its IP address over the LAN network. Access over the internet (also with DDNS) is possible again . No blinking blue lights any more!
What freaks me out is the fact that DSA under Windows 7 is still not working. The Photo Upload app is able to make contact with my DS, but only by manual set-up. Nothing else works. (on the other hand this indicates that my LAN settings are right).
The DS is assigned a fixed IP address by my router outside the DHCP pool. The DS is on DHCP. The firewall in DS and router is turned on. (Works completely flawless with the use of DSA on Ubuntu Linux and a Mac book pro)
Under Windows 7 I tried all kinds of settings.
Even without any firewall or virus scanner installed (G Data) DSA refuses to detect the DS211j. (In the Windows Explorer the DS211j appears and becomes accessible after a couple of minutes under network after a reboot as usual)
I've still no clue what the problem can cause. Even the trick of assigning a new IP address to the DS, as suggested on the forum, did not work for me. It seems the problems exclusively exists under Windows 7, because working with DSA under all other OS works fine.
If Synology can give me any working solution I will be a happy person. A beta test will be also all right
Best Regards
A.van Dijk
3e reactie support Synology; [11-6-2012]Dear Sir/Madam:
Thanks for your feedback.
It could be the unknown issue about your Win7 PC, actually, the Synology Assistant are working well with our WIn7 PC both on the situation about router forwarding or connecting to the NAS directly.
Please recheck your
Win 7 PC and try it again after removing the anti-virus application and closing the firewall in Win7 PC.Please feel free to contact us again if you have further questions or suggestions.
Best Regards
(naam helpdesk medewerker)
Ik hoop dat je als lezer er van hebt genoten. Ik denk duidelijke informatie en uitleg van het probleem. Nu alleen nog een oplossing.
Zelf kan ik er alleen maar om lachen als een boer met kiespijn
Alle hulp is mij welkom, dus voor iedere reactie alvast mijn hartelijke dank!
A. van Dijk