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NDR / Whatever it is saying now / Synology volume crashed

Storage Manager · Crashed · SHR · Btrfs · DSM 6 and 7

Synology says the volume has crashed. Synology's word for it is final. The data on the drives usually is not.

Crashed is the state Storage Manager gives a pool or volume it can no longer assemble or mount: too many drives have dropped out of the SHR or RAID set, or the Btrfs or ext4 file system on it has stopped making sense to DSM. Synology's knowledge base says plainly that when a storage pool becomes Crashed you can no longer repair it by yourself, and it points to data recovery companies. It is right about the first part. What it does not say is that the drives usually hold the data intact: the pool is reassembled from images of every drive, the file system repaired on the virtual volume, and the files copied out. A crashed set is £500 + VAT upwards after the free look, fixed in writing, 5–10 days at the bench.

Free first lookOne fixed figure in writingNo data, no bill on most jobsReturn postage paid

Rather talk it through? An engineer answers the bench line
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Power it down. Label each drive with its bay number. Do not rebuild, repair, initialise, reinstall or reset. A rebuild reads every sector of every surviving drive, and on a set with a second weak member it finishes what the first failure began. Nothing on the drives gets worse while the unit is off.

What DSM did before it gave up, and why it is right to stop there.

A Synology pool is a stack. At the bottom, each drive carries three partitions: a small system partition mirrored across every drive, a swap partition likewise, and the large data partition. The data partitions are joined by mdadm into one or more RAID arrays, on SHR into several of different sizes so that mixed drives are used fully, and the arrays are joined by LVM into a volume that carries Btrfs or ext4. DSM assembles that stack at every boot, and Crashed is what it reports when a layer will not assemble: an array missing too many members, an LVM map it cannot read, a file system whose metadata fails its own checks.

The usual road to Crashed runs through Degraded. One drive fails, the pool is degraded and still readable, a replacement is fitted, and the repair reads every sector of every survivor to rebuild the missing one. On drives that have shared a case for four years, that is where the second failure is found, and DSM, which cannot rebuild from two missing members, marks the pool Crashed. The drive that dropped out first still holds every stripe written before it dropped; the drive that failed during the repair usually still reads on the bench with its bad areas taken last. Between them and the healthy members, the set is complete.

That is why the bench never asks DSM to try again. Every drive is imaged, the weak one slowly, and mdadm's own superblocks on the images give the array's order, chunk size, parity layout and the event count that says which member left when. The arrays are assembled in software, the LVM map read, and the Btrfs file system mounted read-only from the virtual volume, with its checksums used to say which copies of the metadata are good. Nothing writes to the originals, and nothing can be lost by trying.

What it says, and what it means.

Describe yours to us →
What you see The usual reason Where that leaves you
Storage pool: CrashedToo many members missingEvery member imaged; assembled in software from the superblocks
Volume: Crashed; pool: NormalFile system damage on an intact poolBtrfs or ext4 repaired on the virtual volume
Crashed after a repair reached n per centSecond failure during the rebuildFirst-dropped drive read for the stripes the rebuild had not reached
Crashed after a power cutBtrfs metadata inconsistent, or a drive that did not come backImage; mount read-only from the image
Crashed and the drives show as Initialized or Not InitializedMetadata damaged or drives moved between baysOrder recovered from the superblocks; do not initialise
Crashed on an encrypted volumeTwo jobs in order: the pool, then the keyRebuilt, then unlocked with your recovery key

From the box arriving to your files going back.

Work we have closed →
01

Logged the day it lands, and the first look costs nothing Free

A case number goes on the parcel and a number on every drive the day it is opened, and an engineer settles what has actually happened before anything spins. The unit is examined on its own; each drive is assessed on our own equipment, never in a NAS that will try to rebuild. Back to you come two things together: a straight note of what is liftable and what is not, plus one figure, fixed and written down. Accept it, or decline and owe us nothing.

Nothing to pay for lookingA single figure, put in writingNo rebuilds, no repairs, no resets
02

The unit, and the drives, apart

The box and the disks are two different jobs. The unit is tested separately, because a dead power supply, a failed board or a bricked boot flash leaves the drives untouched more often than not. Each drive is then read on the bench: the ones that answer at full speed, and the weak or failed ones in clean air where they need head work. On units that hold an encryption key or a layout of their own, the unit is part of the data and is kept with it.

Unit and disks assessed separatelyFailing members to the clean bench
03

Every member imaged, once

Nothing is worked on live and nothing is rebuilt on the originals. Every drive in the set is imaged sector by sector, the weak ones head by head with the bad areas last, and the SSD cache with them where there is one. From then on the originals are not touched again.

Every drive, including the cacheWeak areas last
04

The set put back together, from the images

Order, chunk size, parity rotation and the reshape point are read from the drives' own metadata and the array is reassembled in software: mdadm and LVM under SHR, X-RAID and QTS pools; a ZFS pool imported read-only; Drobo's BeyondRAID zones reconstructed. The file system, Btrfs, ext4, XFS or ZFS, is repaired on the virtual volume, and encrypted volumes are unlocked there with the key you supply. Never on the originals.

Rebuilt in software, from imagesThe file system repaired on the virtual volume
05

You see the file list before you pay

What was recovered is listed for you first, and only then does a bill exist. Approve the list and it is invoiced; turn it down and it is not — and where nothing has come back, most jobs carry no charge at all. Recovered data travels home on fresh media bought in for your job, with the postage at our end. Your case is not closed until you have opened the files on a machine of your own.

No charge until you accept the figureFresh media, supplied with the job5–10 days at the bench

From the bench

  • Do not click Repair on a crashed pool, and do not fit another drive. Synology's note is honest: it cannot be repaired by the user, and the attempt writes.
  • Do not move the drives to another Synology. A new unit offers to install DSM or to migrate, and on a set with a fault the migration tries the repair again.
  • Auto Repair is not supported on SHR pools, in Synology's own words, which is one reason SHR arrives here as often as it does.
  • The event counts settle the order. Which drive dropped out first, and when, is written on every member, and the bench reads it before anything is assembled.

How much comes back: from a pool that crashed and was powered down, usually nearly all of it. From one that was repaired, migrated and then reset, less. Synology's advice to stop is the right advice; the rest is a parcel.

One job, followed all the way through.

UK · NDR-2026-0540JOB LOGGED ✓

A DS920+ in SHR with four 4TB drives, drive 2 failed, then drive 4 at 38 per cent of the repair, and the pool marked Crashed

The owner powered down when the repair stopped. Drive 4 had unrecoverable read errors and was imaged slowly with its bad areas last; the original drive 2 was read for the stripes the repair had not reached; the two healthy drives were imaged end to end. The SHR arrays were assembled from the images, the LVM volume mapped, and the Btrfs file system mounted read-only from the virtual volume. Every folder came back.

99.98% of the volume recovered7 days here, and back by post
Illustrative example — replace with a genuine case

What helps, and what harms.

Do this much first

  • Power it down now
  • Write each bay number on its drive
  • Send every drive and the unit, with its power supply
  • Tell us the DSM version, the RAID mode and what was clicked

What sets us back

  • Clicking Repair, Remove or Manage
  • Fitting a replacement drive
  • Reinstalling DSM, or migrating to another unit
  • Running any check or repair on the volume

Questions answered before you commit.

Synology says my volume has crashed. Is the data gone?

Usually not. Crashed means DSM cannot assemble or mount it, and Synology says it cannot be repaired by the user, which is true. The drives hold the data; the pool is reassembled from images on the bench.

Can I click Repair?

Not on a crashed pool. Repair is for a degraded one, and even there it reads every sector of every survivor. On a crashed pool the option is usually greyed out, and where it is not, it writes.

Will moving the drives to a new Synology fix it?

No. A new unit offers to install or migrate, and the migration tries the same repair. Send the set here first.

What does it cost?

A set is £500 + VAT upwards after the free look, fixed in writing; four bays or more from £1,250 + VAT.

How long does it take?

5–10 days at the bench.

Nothing gets worse while it is powered down.

Looking at it is free. Back comes a list of what opened and what did not, together with a single price to finish, set down in writing while you are still free to say no. Until that list reaches you, leave the unit off and the drives in their bays.

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