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NAS RS815+ Synology: Disk Failure is not displayed in PRTG.

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DSM shows thas I have a Disk Failure, seriously flawed. But my PRTG Probe shows no error, everything is OK/GREEN. I have removed the NAS again added, but again NO ERROR. Does anyone has an idea?

NAS RS815+ DSM: 6.2.4-25556

disk error-messages failure nas snmp-error#2003 synology

Created on May 20, 2021 9:01:16 AM by  Jasin Abdulai (0) 1



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Hello Jasin,

Thank you for coming back.

We have many cases regarding this issue. For each of them, the data provided by DSM via SNMP is incorrect and therefore don't reflect the real status of the disks.

This issue seems to affect all versions 6.2 (latest included) according to our experience, and can be easily checked with SNMP Tester as you noticed above.

Unfortunately, we do not have received yet similar cases based on DSM 7. However, the issue might not be present within this version.

Regards.

Created on Jul 7, 2021 8:33:54 AM by  Florian Lesage [Paessler Support]



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Hello Jasin,

Thank you for your message.

Regarding the issue with the sensor, I invite you to check the values provided by your NAS with SNMP Tester.

To do so, open SNMP Tester on the PRTG server and then execute a walk on the following OID: "1.3.6.1.4.1.6574.2".

How to use the tester:

  • Start the SNMP Tester
  • Configure the tester below point "1. Set SNMP Settings"
    • Local IP = Any (at first). If this fails, also switch to one of the listed local IPs
    • Device IP/Port = IP of the target device and the configured port (SNMP uses port 161 by default)
    • SNMP Version = Select the version which is configured on the device
    • Community = Community string defined in the target device
  • Below "Select Request Type", switch to the option "Walk" and enter the OID provided above
  • Press the "Start" Button on the top
    In the result you get, please check the values returned by the OID which corresponds to the disk status, according to the documentation from Synology (under Synology Disk MIB).

In case the value is equal to 1, then the disk status reported by the NAS is incorrect and therefore I invite you to contact Synology about it.

If you have questions, let us know.

Regards.

Created on May 20, 2021 9:46:26 AM by  Florian Lesage [Paessler Support]

Last change on May 20, 2021 9:47:30 AM by  Florian Lesage [Paessler Support]



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Hello, thank you Florian for the answer, so I run the PRTG Tester. This below is the result. To be honest I dont understand if there are any issues.

Paessler SNMP Tester - 20.2.4 Computername: VH089001 Interface: (192.168.89.4)
20.05.2021 11:57:58 (14 ms) : Device: 192.168.89.15
20.05.2021 11:57:58 (20 ms) : SNMP v1
20.05.2021 11:57:58 (25 ms) : Walk 1.3.6.1.4.1.6574.2
20.05.2021 11:57:58 (71 ms) : 1.3.6.1.4.1.6574.2.1.1.1.0 = "0" [ASN_INTEGER]
20.05.2021 11:57:58 (77 ms) : 1.3.6.1.4.1.6574.2.1.1.1.1 = "1" [ASN_INTEGER]
20.05.2021 11:57:58 (82 ms) : 1.3.6.1.4.1.6574.2.1.1.1.2 = "2" [ASN_INTEGER]
20.05.2021 11:57:58 (88 ms) : 1.3.6.1.4.1.6574.2.1.1.2.0 = "Drive 1" [ASN_OCTET_STR]
20.05.2021 11:57:58 (94 ms) : 1.3.6.1.4.1.6574.2.1.1.2.1 = "Drive 3" [ASN_OCTET_STR]
20.05.2021 11:57:58 (100 ms) : 1.3.6.1.4.1.6574.2.1.1.2.2 = "Drive 4" [ASN_OCTET_STR]
20.05.2021 11:57:58 (106 ms) : 1.3.6.1.4.1.6574.2.1.1.3.0 = "ST6000VN0011-1UL17Z" [ASN_OCTET_STR]
20.05.2021 11:57:58 (112 ms) : 1.3.6.1.4.1.6574.2.1.1.3.1 = "ST6000VN0001-1SF17Z" [ASN_OCTET_STR]  -- this is the drive that has the failure.
20.05.2021 11:57:58 (118 ms) : 1.3.6.1.4.1.6574.2.1.1.3.2 = "ST6000NE000-2KR101" [ASN_OCTET_STR]
20.05.2021 11:57:58 (123 ms) : 1.3.6.1.4.1.6574.2.1.1.4.0 = "SATA" [ASN_OCTET_STR]
20.05.2021 11:57:58 (129 ms) : 1.3.6.1.4.1.6574.2.1.1.4.1 = "SATA" [ASN_OCTET_STR]
20.05.2021 11:57:58 (135 ms) : 1.3.6.1.4.1.6574.2.1.1.4.2 = "SATA" [ASN_OCTET_STR]
20.05.2021 11:57:59 (141 ms) : 1.3.6.1.4.1.6574.2.1.1.5.0 = "1" [ASN_INTEGER]
20.05.2021 11:57:59 (147 ms) : 1.3.6.1.4.1.6574.2.1.1.5.1 = "1" [ASN_INTEGER]
20.05.2021 11:57:59 (153 ms) : 1.3.6.1.4.1.6574.2.1.1.5.2 = "1" [ASN_INTEGER]
20.05.2021 11:57:59 (158 ms) : 1.3.6.1.4.1.6574.2.1.1.6.0 = "43" [ASN_INTEGER]
20.05.2021 11:57:59 (165 ms) : 1.3.6.1.4.1.6574.2.1.1.6.1 = "49" [ASN_INTEGER]
20.05.2021 11:57:59 (170 ms) : 1.3.6.1.4.1.6574.2.1.1.6.2 = "45" [ASN_INTEGER]

Regards.

Created on May 20, 2021 10:07:07 AM by  Jasin Abdulai (0) 1

Last change on May 20, 2021 11:11:51 AM by  Florian Lesage [Paessler Support]



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Thank you for the result.

As you can see below, the values returned by the OIDs are equal to 1 which correspond to the status Normal according to the documentation from Synology:

20.05.2021 11:57:59 (141 ms) : 1.3.6.1.4.1.6574.2.1.1.5.0 = "1" [ASN_INTEGER]
20.05.2021 11:57:59 (147 ms) : 1.3.6.1.4.1.6574.2.1.1.5.1 = "1" [ASN_INTEGER]
20.05.2021 11:57:59 (153 ms) : 1.3.6.1.4.1.6574.2.1.1.5.2 = "1" [ASN_INTEGER]

Synology Documentation

Therefore, the issue comes from DSM I'm afraid. I can only invite you to contact Synology about this matter.

If there is anything else I can help with, let me know.

Regards.

Created on May 20, 2021 11:18:39 AM by  Florian Lesage [Paessler Support]



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Hello Paessler Support

I contacted Synology and followed the instructions, so here are the results: ______________________________________________________________________________________ Dear Customer, Thank you for coming back. I will answer at the place of Ferne because he's temporary unavailable. The following disk shows I/O SATA errors : Disk 3 Model Family: Seagate Enterprise NAS HDD Device Model: ST6000VN0001-1SF17Z Serial Number: S4D17A4A

See the pic in this link https://ibb.co/0qSNjss

So to be more precise: I performed the S.M.A.R.T advanced scan in the DSM. Error still persists. Then I contacted Synology and downloaded this log 'dabug.dat' and sent it to Synology, as you can see in the picture 'click on the link'. The hard drive has the error. My question is, and I am looking for a solution, why does PRTG not read this error, why does it not show? Can you take a closer look at this case, or did you have a similar situation before?

Thank you for your attention !!

Created on Jul 7, 2021 6:55:53 AM by  Jasin Abdulai (0) 1



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Hello Jasin,

Thank you for coming back.

We have many cases regarding this issue. For each of them, the data provided by DSM via SNMP is incorrect and therefore don't reflect the real status of the disks.

This issue seems to affect all versions 6.2 (latest included) according to our experience, and can be easily checked with SNMP Tester as you noticed above.

Unfortunately, we do not have received yet similar cases based on DSM 7. However, the issue might not be present within this version.

Regards.

Created on Jul 7, 2021 8:33:54 AM by  Florian Lesage [Paessler Support]



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Hello Florian,

I updated the DSM to version 7 today, but this problem has not been solved. PRTG does not recognize an error message from the drive.

Regards.

Created on Jul 12, 2021 3:23:45 PM by  Jasin Abdulai (0) 1



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Hello Jasin,

Thank you for the update.

As the issue is unfortunately still present with DSM 7, I can only invite you to report it to the support of Synology again. Please, provide them the SNMP result returned by the NAS as illustrated above.

If I can be of further help, let me know.

Regards.

Created on Jul 13, 2021 5:20:47 AM by  Florian Lesage [Paessler Support]



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Hello Florian,

I have now another case with the same problem. The errors are not displayed in PRTG.  I have also run SNMP tester and the results are the same = 1. In this case three hard drives have faults/error. (SEAGATE ST4000NC000-1FR168)

Nas model: NAS RS816

SNMP TESTER RESULT

03.08.2021 16:40:13 (118 ms) : 1.3.6.1.4.1.6574.2.1.1.5.0 = "1" [ASN_INTEGER]

03.08.2021 16:40:13 (125 ms) : 1.3.6.1.4.1.6574.2.1.1.5.1 = "1" [ASN_INTEGER]

03.08.2021 16:40:13 (132 ms) : 1.3.6.1.4.1.6574.2.1.1.5.2 = "1" [ASN_INTEGER]

03.08.2021 16:40:13 (138 ms) : 1.3.6.1.4.1.6574.2.1.1.5.3 = "1" [ASN_INTEGER]

https://ibb.co/R9Zv7vp Here the Picture of HDD failure shown in NAS

https://ibb.co/VTT4bJq Here the Pictur of PRTG Status

I fear that the problem has become very serious, we monitor more than 50 NAS for our clients.  Probably there are more NAS that have problems with the hard disk, and we don't know about it.  Please find a solution. .

Kind regarts, Jasin.

Created on Aug 3, 2021 3:00:23 PM by  Jasin Abdulai (0) 1



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Hello Jasin,

I'm afraid that the issue is not on PRTG side here, as it simply returns the value provided by DSM via SNMP (documented in Synology manual).

We received many requests regarding this issue, therefore I can only recommend you to contact Synology again and make sure that they are aware of the value returned via SNMP, which is incorrect.

Regards.

Created on Aug 4, 2021 5:59:46 AM by  Florian Lesage [Paessler Support]



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