Synology RS4021xs Synology High Availability SHA Troubleshooting Guide for DSM
Synology RS4021xs Manual
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- Synology RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 2
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 publication - Synology RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 3
indicators are blinking, refer to this article to resolve the power issue. Then, try to connect to your cluster again. • If you still cannot connect to the cluster through the methods above, refer to Chapter 3: Contact Synology Service to contact Synology Technical Support for further assistance. 01 - Synology RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 4
statuses of your NAS shown in Synology Assistant. You can refer to this table when troubleshooting. Status Details Booting The system start without impacting the data in the volume. If you did not press the RESET button, but you still see this message, refer to this article. Connection failed - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 7
Troubleshooting two servers is abnormal. Any services connected using [LAN X] may interface card, go to Synology High Availability > Network to Customer Service to contact Synology Technical Support for . Refer to your device's Hardware Installation Guide for more details. Description • An SSD - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 10
Troubleshooting Description • The storage pool cannot be assembled correctly when the device is being powered manually. Refer to the Chapter 3: Contact Customer Service section to contact Synology Technical Support all data to be synchronized and further instructions will be displayed. • The system - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 13
Troubleshooting Refer to your device's Hardware Installation Guide for more details. Description A services was detected on the active server's storage space. Resolution Go to Storage Manager > Storage and follow the instructions properly connected. If the problem persists, please use another - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 17
issue. This usually occurs when the system is unstable, such as when powering on the cluster. Resolution Check the cluster status again once the system is stable. If the issue persists, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. 15 - Synology RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 18
Troubleshooting your device's Hardware Installation Guide for more details. Description properly installed when the system powered on, so the data services are running normally. Cause The active server's storage space downgraded. Go to Storage Manager > Storage for further details and instructions - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 21
Troubleshooting your device's Hardware Installation Guide for more details. Description The not properly installed when the system powered on, so the data may have to your device's Hardware Installation Guide for more details. Description A high-availability services was detected on the - Synology RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 23
Troubleshooting Power on each device in the cluster by pressing their individual power buttons. For more information, refer to Chapter 5.5: Memory expansion in the Synology High Availability (SHA) User Guide on the host servers. The switchover service of the high-availability cluster is temporarily - Synology RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 24
to install the memory module on the passive server. 4. Power on the passive server by pressing its power button. For more information, refer to Chapter 5.5: Memory expansion in the Synology High Availability (SHA) User Guide. • Status of high-availability cluster My_SHA_Hostname is abnormal [Details - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 37
the passive server is powered on. 3. Go to Storage Manager > Storage. 4. Make sure that there are not any other storage pool errors. 5. If you are still unable to resolve the issue, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 43
powered on and you can sign in to it. If you cannot sign in, refer to Chapter 3: Contact Customer 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 error manually resolved - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 46
Troubleshooting 2.2.51 Warning: Unable to detect passive server Warning Unable to detect passive server My_Passive_Hostname. Suggestion: Make sure passive server My_Passive_Hostname is powered Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. Related - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 50
Chapter 2: SHA Troubleshooting 2. Install the drive into the correct slot on the active server is powered on and its Ethernet cable is connected properly. 3. If the devices are still unable to fail over, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further - Synology RS4021xs | 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 RS4021xs | Synology High Availability SHA Troubleshooting Guide for DSM - Page 52
the passive server. 2. Make sure that the passive server is powered on and its Ethernet cable is connected properly. 3. If none of the above methods worked, refer to Chapter 3: Contact Customer Service to contact Synology Technical Support for further assistance. 4. Repair the degraded volume on the - Synology RS4021xs | 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 RS4021xs | 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 RS4021xs | 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