Synology DS3622xs Synology High Availability SHA Troubleshooting Guide for DSM
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- Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 1
Synology High Availability (SHA) Troubleshooting Guide Based on DSM 7.1 and Synology High Availability 2.1.2 1 - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 2
Assistant Chapter 2: SHA Troubleshooting 04 2.1 Critical 2.2 Warning 2.3 Repair abnormal volumes Chapter 3: Contact Customer Service 51 Support Center in DSM Synology Account Replacement services and migration Learn more 52 User Guide Software specs Other resources Date of - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 3
address. Go to Synology High Availability and check the cluster status. If the status is Warning or Critical, follow the instructions in Chapter 2: SHA Troubleshooting according to the above, refer to Chapter 3: Contact Synology Service to contact Synology Technical Support for further assistance. 01 - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 4
The following table provides the possible statuses of your NAS shown in Synology Assistant. You can refer to this table when troubleshooting. Status Details Booting The system is booting up. Check progress Your NAS is being installed/configured. Click to check the progress. Checking - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 5
installation, shut down your device, and refer to this article for instructions. You can also connect the drives to your computer and use the system log. Refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Ready The system is installed and - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 6
Troubleshooting Chapter 2: SHA Troubleshooting We will use the following terms for example: Terms My_Active_Hostname My_Passive_Hostname My_Login_Node_Hostname Another_Node_Hostname LAN X/Y Bond Z Service . The bonded network interface. The name of the service. The name of the drive. The name of - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 7
SHA Troubleshooting 2.1 refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. 2.1.2 Critical: An on the front of your device. Refer to your device's Hardware Installation Guide for more details. Description • An SSD cache is lost. The - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 8
SHA Troubleshooting Resolution instructions to fix the issue. Description Synology High Availability entered split-brain mode and is not able to provide services occurred and services are suspended. If you selected Keep all data of both servers: • [info] Split-brain error manually resolved. - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 9
Troubleshooting 2.1.4 Critical: A storage space on the active server became read-only Critical A storage space on My_Active_Hostname (active server) became read-only. Details: Some services your device's Hardware Installation Guide for more details. Description follow the instructions displayed to - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 10
2: SHA Troubleshooting Description • be fixed manually. Refer to the Chapter 3: Contact Customer Service section to contact Synology Technical Support for to be synchronized, wait for all data to be synchronized and further instructions will be displayed. • The system or storage is busy. Please - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 11
Chapter 2: SHA Troubleshooting 2.1.6 Critical: A storage space on the active server is missing Critical LEDs are located on the front of your device. Refer to your device's Hardware Installation Guide for more details. Description • The storage pool could not be assembled correctly and the active - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 12
SHA Troubleshooting 2.1.7 front of your device. Refer to your device's Hardware Installation Guide for more details. Description • The storage space on the active and errors on the passive server prevent it from taking over services. Resolution Check if there are any errors on the passive server - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 13
Troubleshooting your device's Hardware Installation Guide for more details. services was detected on the active server's storage space. Resolution Go to Storage Manager > Storage and follow the instructions If the problem persists, please NAS network port or switch malfunctioning, and so on. 11 - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 14
Troubleshooting your device. Refer to your device's Hardware Installation Guide for more details. Description • Active server storage instructions on how to proceed. If you are still unable to resolve the issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 15
services on active server My_ Active_Hostname: Service A. Suggestion: Restart active server My_Active_Hostname. If the problem persists, please contact Synology Technical Support of your device. Refer to your device's Hardware Installation Guide for more details. Description • The SSD cache on the - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 16
first so it can take over services. 2. If you are unable to resolve the problem on the passive server or if you do not find any problems on the passive server, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Notifications • SSD - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 17
Troubleshooting Related Notifications Possible Logs • High-availability cluster My_SHA_Hostname stopped functioning [Details: Split-brain error] • [err] A split-brain error occurred and services are suspended. • [info] Split-brain error manually Service to contact Synology Technical Support for - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 18
Troubleshooting of your device. Refer to your device's Hardware Installation Guide for more details. Description Cache space on the passive services are running normally. Cause The active server's storage space downgraded. Go to Storage Manager > Storage for further details and instructions - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 19
2: SHA Troubleshooting 2.2.3 Warning: Go to Storage Manager > Storage and follow the instructions displayed. 2.2.4 Warning: A storage space on the the front of your device. Refer to your device's Hardware Installation Guide for more details. Description The storage space on the passive server - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 20
Chapter 2: SHA Troubleshooting Description The storage space on drives are still functioning. The passive server data is still accessible and its services are running normally. Cause The passive server's storage space downgraded due to Manager > Storage and follow the instructions displayed. 18 - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 21
Troubleshooting . Refer to your device's Hardware Installation Guide for more details. Description The passive server device. Refer to your device's Hardware Installation Guide for more details. Description A serious issue was may affect high-availability services was detected on the passive server's - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 22
Chapter 2: SHA Troubleshooting 2.2.10 Warning refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. 2.2.11 Warning: connections between the hosts are properly connected. If the problem persists, please use another Ethernet cable. LED Indicator - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 23
Chapter 2: SHA Troubleshooting Related Notifications to Chapter 5.5: Memory expansion in the Synology High Availability (SHA) User Guide. 2.2.13 Warning: Abnormal SSD cache sizes installed on the host servers. The switchover service of the high-availability cluster is temporarily suspended. - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 24
Troubleshooting Resolution Related Notifications Possible Logs 1. Sign in to your high-availability cluster and go to Synology High Availability > Host. 2. On the passive server, click the power button and select Shut Down. 3. Refer to the information in your device's Hardware Installation Guide - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 25
Chapter 2: SHA Troubleshooting 2.2.15 Warning: hosts and the switch is set up properly. If the problem persists, please use another Ethernet cable. Description The connection refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. 2.2.16 Warning: - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 26
SHA Troubleshooting Resolution For cause 1: 1. Go to Synology High Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Hostname (active server) is properly connected. If the problem persists, please use another cable. LED Indicator Active - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 27
SHA Troubleshooting My_Passive_Hostname (passive server) are properly connected. If the problem persists, please use another cable. LED Indicator Active server issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Possible Logs • [info - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 28
SHA Troubleshooting Resolution issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. 2.2.20 Warning: on passive server My_Passive_Hostname is properly connected. If the problem persists, please change the Ethernet cable. LED Indicator - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 29
2: SHA Troubleshooting 2.2.21 refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Notifications on active server My_Active_Hostname is properly connected. If the problem persists, please change the Ethernet cable. LED Indicator Active - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 30
Chapter 2: SHA Troubleshooting Resolution 1. Do the following on the passive server: • Make still unable to resolve the issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Notifications • Status of high-availability cluster - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 31
Chapter 2: SHA Troubleshooting 2.2.24 Warning: Abnormal quorum server connection [Details: Both the active server to resolve the issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Notifications • Status of high-availability - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 32
SHA Troubleshooting Resolution to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related located on the front of your device. Refer to your device's Hardware Installation Guide for more details. Description • The SSD cache and its data on the - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 33
Troubleshooting your device. Refer to your device's Hardware Installation Guide for more details. Description • Storage assemble failed instructions on how to proceed. 3. If you are still unable to resolve the issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 34
go to Cluster and click Manage > Update DSM. The cluster will stop providing services for a short period of time. 3. Refer to Chapter 3.2: Create a cluster of the Synology High Availability (SHA) User Guide for instructions on how to add the passive server back to the cluster. Related Notifications - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 35
Chapter 2: SHA Troubleshooting Resolution Replace the Fibre Channel adapter or change the installation slot on the passive server to make them identical with the ones on the active - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 36
: The system detected some errors in the following services on passive server My_ Passive_Hostname: Service A. Suggestion: Restart passive server My_Passive_Hostname. If the problem persists, please contact Synology Technical Support for further assistance. Description • The system detected an - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 37
Chapter 2: SHA Troubleshooting Resolution 1. Make sure that the Ethernet cable for the Heartbeat connection unable to resolve the issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Notifications • Status of high-availability - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 38
Troubleshooting 2.2.36 Warning: Hybrid high-availability cluster does not support Hybrid Share Warning Hybrid high-availability cluster does not support Hybrid Share. Details: The switchover service availability cluster was created. Resolution Go to Synology High Availability > Network and set a - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 39
Troubleshooting are not in the same subnet. Once the service is switched over, services using LAN X may be affected. Cause The to Synology High Availability > Network, select LAN X, and click Manage Network Interface. Then, click Configure Server Network and select Use manual configuration. - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 40
Chapter 2: SHA Troubleshooting 2.2.41 Warning: Incorrect network configurations [Details: The gateway is set as the default gateway but the gateway address is not set. Resolution Go to Synology High Availability > Network, click Configure Server Network, and then fill in the gateway IP address - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 41
Troubleshooting and the passive servers are inconsistent. Once the service is switched over, services using LAN X may be affected. Cause The > Manage Network Interface > Configure Server Network, and select Use manual configuration. Then, modify the network settings so that the gateway addresses - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 42
Chapter 2: SHA Troubleshooting 2.2.45 Warning: Incorrect network configurations [Details: The primary Resolution Go to Network > Manage Network Interface > Configure Server Network, select Use manual configuration and modify the network settings to assign a static IP address for the primary - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 43
Service to contact Synology Technical Support for further assistance. 2. Refer to Chapter 3.2: Create a cluster of the Synology High Availability (SHA) User Guide for instructions cluster (My_SHA_Hostname). • [info] Split-brain error manually resolved. My_Active_Hostname is now the active server and - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 44
Chapter 2: SHA Troubleshooting 2.2.48 Warning: SSD cache on the active server is degraded Warning SSD offline. • Drives were manually moved to different slots. Resolution Check the storage pool's status in Storage Manager > Storage and follow the instructions displayed. Related Notifications • - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 45
Suggestion: Contact Synology Technical Support for further assistance. Description The Synology High Availability package will stop providing services for a short period of time. 3. Refer to Chapter 3.2: Create a cluster of the Synology High Availability (SHA) User Guide for instructions on how to - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 46
2: SHA Troubleshooting 2.2.51 but services are still running as normal. Your cluster is not protected by the passive server. Cause • Manually triggered , refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related Notifications • Status - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 47
2: SHA Troubleshooting 2.2.53 Warning: Unexpected errors detected on the passive server Warning Unexpected errors detected on passive server My_Passive_Hostname. Suggestion: Restart passive server My_Passive_Hostname. If the problem persists, please contact Synology Technical Support for further - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 48
Chapter 2: SHA Troubleshooting 2.3 Repair abnormal volumes 2.3.1 Repair volumes on the passive server Missing storage space or SSD cache Missing storage spaces or SSD caches are caused by drives - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 49
Chapter 2: SHA Troubleshooting 3. Go to Storage Manager > Storage. Select the crashed storage pool and click Repair. Notes: 1. The passive server data will still be available: • If the read- - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 50
Chapter 2: SHA Troubleshooting 2. Install the drive into the correct slot on the If the devices are still unable to fail over, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Notes: 1. If only the read-only cache is missing, the data - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 51
Chapter 2: SHA Troubleshooting 1. On the active server, go to Storage Manager to find out server is properly installed, and then restart the Synology High Availability cluster. Storage space or SSD cache crashed on the active server: Follow the instructions in the Crashed storage space or SSD cache - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 52
Synology High Availability > Cluster, and check if the force-failover option is available. If it is available, follow the instructions in the Missing storage space or SSD cache section of 2.3.2 Repair volumes on the active server. Troubleshoot Service to contact Synology Technical Support for - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 53
Chapter 3: Contact Customer Service Chapter 3: Contact Customer Service Support Center in DSM 1. Sign in to DSM and launch Support Center. 2. On the Support Services page, go to the Log Generation section. 3. Tick Synology High Availability and click Generate Logs to download the log file. 4. Go to - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 54
Learn more User Guide Refer to the SHA User Guide for more information about Synology High Availability, including its requirements, instructions for setup, simulations, navigation, storage expansion, migration, and more. Software specs Refer to the Synology High Availability software specifications - Synology DS3622xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 55
specifications and product descriptions at any time, without notice. Copyright © 2022 Synology Inc. All rights reserved. ® Synology and other names of Synology Products are proprietary marks or registered trademarks of Synology Inc. Other products and company names mentioned herein are trademarks of
Synology High Availability
(SHA) Troubleshooting Guide
Based on
DSM 7.1 and Synology High Availability 2.1.2