I want to be fair, the hardware defect is not Synology's fault. The defective chip is from Intel, not Synology.
But the way the issue is managed is Synology's responsibility.
On one hand, there is Cisco, who published extensive information about the impact of this on their product (look at the huge FAQ) and confirmed that proactive replacements will be done. On the other hand, there is Synology, who didn't publish anything about this issue, barely replied in this thread and actually still seem to be denying this to be an issue.
I have opened a case to Synology Support. I'm not sure whether to laugh or cry about their reply.
I am contacting you in regards to the known defect of the Intel Atom C2000 processors.
I own a DS415+ that is based on a C2538 which unfortunately for me is affected.
My NAS has been running flawlessly since purchase in July 2015, 19 months ago.
Based on Cisco's advisory, the probability of the issue occurring increases after 18 months of operation.
Being close to the end of the 24 months hardware warranty, this worries me a lot. I have invested quite a bit of money in this machine and am afraid that the known issue will occur after the end of my warranty.
Despite the lack of official communication from Synology, there is no denying that this a known hardware defect in the Intel Atom C2000 processor.
- Intel has publicly aknowledged the known hardware defect:
Erratum number AVR54: System May Experience Inability to Boot or May Cease OperationProblem: The SoC LPC_CLKOUT0 and/or LPC_CLKOUT1 signals (Low Pin Count bus clockoutputs) may stop functioning.Implication: If the LPC clock(s) stop functioning the system will no longer be able to boot.Workaround: A platform level change has been identified and may be implemented as a workaroundfor this erratum.
- Cisco on their side has published extensive communication about it:
And confirmed that all Cisco products based on an Intel Atom C2000 processor (ie. sold before November 16, 2016) are entitled to hardware replacement even if their hardware warranty is expired when the issue appears.
- NETGEAR has published public communication to confirm affected devices:
- Netgate publicly ackownledged the issue:
- There are numerous discussions online about this defect, including a very long thread on Synology forum of affected DS1815+ and some DS415+ (initially wrongly identified as dead PSU):
https://forum.synology.com/enu/viewtopi ... 11#p469811
- Numerous articles online that provide some information about the current situation:
https://www.theregister.co.uk/2017/02/0 ... ulty_chip/
https://www.itnews.com.au/news/dying-in ... ent-450238
https://www.theregister.co.uk/2017/02/0 ... 18_months/
Please clarify what is the current status of this ongoing problem on Synology's side.
What does all this imply for my DS415+?
Why is there no public aknowledgement of the undenied hardware defect affecting multiple Synology products?
Are Synology products based on an affected Intel Atom C2000 processor entitled to hardware replacement even after the end of the hardware warranty?
Is Synology going to offer proactive RMAs? If so, with what alternative SKU?
"Under Irish law, consumers have up to six years to seek redress for faulty or defective items."
http://www.eccireland.ie/ecc-ireland-is ... ry-rights/
Looking forward to hearing from you.
Dear Hyacinthe Jacquet,
Thank you for the feedback.
I have passed your message to our product management group and we will post a follow-up on this topic once additional information is available.
Thanks for your patience.