As a NAS is a little computer with hard drives attached "I can't access my files" can mean four different things and only one of those will be a data issue. Most NAS devices are using Linux software RAID underneath their closed interfaces, therefore, if you have a dead appliance the potential for recovery is likely greater than initially thought.
A dropped drive could potentially still hold most of its data. If you then insert the drive into the NAS again, this can begin a resync process in the wrong direction; effectively overwriting your previously intact copy of your file system with the old copy. And a degraded array has no redundancy available to absorb this type of error.
A NAS is simply a small computer with storage attached to it. Therefore when you say "I can't access my files", it can literally mean four completely different things.
All NAS run the same basic storage underneath. However, what varies is the number of layers each vendor places above their base layer, and that determines how much additional work they require.
This decision will be made during the time frame between the NAS indicating there is an issue with the RAID and the loss of access to the volume.
Even though you are experiencing a degraded array the array will continue to read. The time frame from fault indication to volume unavailability is your least expensive recovery option, and it closes without warning. Get all of your critical information out of this unit before trying to fix it.
In order to rebuild a RAID set, each sector of each remaining disk in the array must be read. This is exactly when another disk with latent bad sectors will give up. Get your data secure before attempting to rebuild the unit.
This disk could hold more data than the RAID controller thinks. If you reinsert it now, you can initiate a resync process which will overwrite your current good data with your older, possibly stale data.
1, 2, 3 etc. We can work the order out by analysis, but having it saves cost and time.
Specifically the exact words of the problem, and whether a rebuild ran. This will greatly affect how we are going to proceed much more than the model number of the unit.
We price units by the reconstruction work as opposed to the total amount of storage.
For NAS recovery we start from £500 +VAT, confirmed after a free 48-hour diagnostic. Physical disk-level work in one of the members requires a 50% deposit, with the balance payable only on success.
We will take the disks only and they should have the bays labelled as to their position within the NAS unit. We cannot accept any complete NAS unit. To drop off your disks please visit Peter House on Oxford Street, Manchester. This service is provided Monday to Friday between 9am and 5:30pm. Alternatively, post your disks to us insured. For all business customers our standard terms include Non Disclosure Agreements and we can issue invoices to your company.
Once you have sent your NAS unit to us, then please contact us with information regarding the NAS unit, such as its manufacturer, number of bays and what RAID configuration was used. The initial diagnosis which will follow has no cost implications to yourself, and prior to commencing work we will always give you one figure in writing.
Until the NAS and/or all its disks arrive at our bench, no process will begin. Pack it well and include your contact information, and if you are sending just the disks, label the bay order. The diagnosis is free, and one figure goes in writing before any work begins.
Posting it? Use a tracked and insured service. The value of what is on the drive far exceeds the cost of postage. Bringing it in? Weekdays from 9am to 5:30pm, and it still needs packing as described above for the journey.
You want to know whether or not it's even worth shipping to us? Describe the NAS along with the RAID configuration and what caused the failure, as well as any other attempts made to repair it — an engineer reads every one and comes back with a true assessment of how likely success will be and a cost estimate range, before you send anything.
We’ll be in touch shortly. If it’s urgent, call 0161 871 0788.
A list of the most common questions regarding recovery of data from a NAS unit.
We recover from Synology, QNAP, Buffalo, Netgear, Terramaster, WD and Drobo, plus white-box Linux builds. Most of these devices are built around standard mdadm underneath so the brand does not affect whether recovery can be done. Rather the brand will typically add multiple levels above the mdadm layer.
Synology Hybrid RAID (not actually a RAID level) is mdadm layered sets that match up to allow for both high and low capacity drives. Not proprietary; however, you have to reassemble the layers in the correct order that they were assembled originally, and cannot treat it as if you are dealing with a singular array.
No. And this is what catches most users off guard. A single bay NAS is nothing more than one disk inside a network-enclosure with absolutely no redundancy. This feels safer than a stand-alone desktop hard drive and is just as vulnerable.
Likely not. There are many possible faults within your network layer that look identical to a fault within your storage layer. Whether it is changing the IP address on your server, or a failed port, or having an incompatible version of SMB at the client side, these will result in "can't connect" messages while the underlying volume is fully intact and operational.
Yes. Usually. If a stalled update causes your appliance to fail booting, the disk itself may still be operational and thus usable. This would be considered good news since the data will ultimately need to be accessed by assembling the arrays outside the box anyway.
Costs from £500 +VAT. The cost is fixed in writing after a free 48-hour diagnostic. Physical drive-level work on one of your array's members carries a 50% deposit prior to us undertaking the work. The remaining amount is payable upon successful completion of the recovery.
Most of these use branded appliances based upon standard Linux-based storage — so mdadm or ZFS, and ext4, XFS or Btrfs. This is why you can take the appliance out-of-service as soon as you have copied the disks. The proprietary versions need their layout derived instead.
Names with an arrow have their own guides, i.e., brand-specific failures and what those will mean for the recovery.
We charge from £500 +VAT for the recovery, following a complimentary diagnostic. Regardless of the make and model, send all disks associated with the device, including labelling each disk with its position within the device, if possible. Do not allow the device to perform a second rebuild, or a scheduled scrub, whilst you decide how best to proceed.