NAS has crashed and the volumes are not showing: what should I do?
Every attempt you make can turn recoverable data into data that can no longer be recovered.
If the volumes on your NAS are not showing or the device is giving warnings, shut it down in a controlled way and, before removing the disks, mark which disk is in which bay. Do not recreate the storage pool or volume, and do not insert a new disk and start a repair; these can erase the old data. Note the device brand and the RAID type, then contact us.
- Shut the NAS down in a controlled way from its interface. If the interface will not open, press the power button.
- Mark the bay order of the disks (with labels or a photo).
- Write down the device model, the RAID type and the number of disks.
- Take photos of the error messages.
- If the important data has a backup somewhere else, check it.
- Do not delete and recreate the storage pool or volume.
- Do not insert a new disk and start a 'repair' or 'rebuild' operation.
- Do not put the disks back in a different bay order.
- Do not reset the device to factory settings or reinstall its software.
- Do not keep removing and reinserting faulty disks.
Why do NAS volumes disappear?
NAS devices spread data across more than one disk using a RAID structure. When this structure breaks, the volumes stop showing. The causes are similar across all brands, such as Synology, QNAP, ASUSTOR, WD My Cloud and Buffalo:
- Failure of one or more disks
- A broken RAID array
- Errors after a software update
- A sudden power cut
- File system corruption
What should you do based on the symptom?
| What are you seeing? | What could it mean? | What should you do? |
|---|---|---|
| One disk shows a warning and the volume is running 'degraded' | The array may have lost a disk | Back up first, and talk to us before starting a repair |
| The volumes do not show at all | The array may be broken or the configuration may be lost | Shut it down, mark the disk order, contact us |
| The device will not turn on | There may be a power, board or software problem; the disks may be intact | Mark the disks in order, remove them and bring them to us |
| More than one disk is giving errors | Several disks may have physical faults | Do not run it, contact us |
Why are repairs and rebuilds risky?
A RAID repair (rebuild) reads and writes all the disks from start to finish. Disks that are already weakened can fail a second time during this process, and the data in the array can be lost permanently. Deleting and recreating the pool erases the old configuration and the location of the data. For more about RAID arrays, see our RAID page.
What is done in the lab?
The condition of each disk is examined separately. Where necessary, disks with physical faults are handled in a Class 100 (ISO 5) clean environment. The disks are then put together in their original order, the structure of the array is determined and the data is transferred to a healthy disk. The method depends on the fault.
How long does it take and how much does it cost?
Standard jobs take 10 business days on average, urgent jobs 24 business hours on average. The actual time depends on the type of fault, sourcing the parts needed and the capacity of the disk. Some jobs are completed within a few hours, while others can take months.
The price depends on the type of fault, the parts needed and the time the work takes. After the analysis we send you the exact price in writing. If you do not accept the quote, you get your device back without paying. Not every case falls within the free analysis scope. For requests outside the free analysis scope, you receive written information about the analysis fee before any work begins. For details, see what determines the price and how long it takes.
Can the data always be recovered?
No. If more than one disk is physically damaged, if the pool has been deleted and recreated, or if the disks have been overwritten, some or all of the data may not be recoverable. We cannot know the outcome without carrying out an analysis. After the analysis, you will be informed about the situation.
Frequently asked questions
If I put the NAS disks into another NAS, will the data show up?
It is not recommended. If the new device offers to 'initialize' or 'format' the disks, do not accept, as the data could be erased. Talk to us first.
If I set up RAID 1, isn't my data safe?
RAID provides resilience against disk failure, but it does not protect against deleted files, ransomware, fire or software errors. A separate backup is essential.
Does the disk bay order really matter?
Yes. The structure of the array depends on the disk order. If you mix up the order, reassembling the array becomes harder. Writing the bay number on the disk or taking a photo is enough.
Do I pay anything if I don't accept the quote?
No. If you do not accept the quote after the analysis, you get your device back without paying. In cases where it cannot be foreseen at which stage the data will become reachable, the price may be set after the data has been recovered, based on the time and resources spent on the work. In that case you are under no obligation to pay. Not every case falls within the free analysis scope. For requests outside the free analysis scope, you receive written information about the analysis fee before any work begins.
Why isn't free analysis available in every case?
For some requests a short assessment of the device is enough, and we can offer a free analysis. For other requests, our specialists can only reach an opinion or a result after spending many hours working on your device with professional tools. Because what we call the analysis stage involves carrying out the technical work that has to be done, we may not be able to offer those hours free of charge.
What do you do during the analysis?
During the analysis we actually start the professional technical work that needs to be done. Many businesses, on the other hand, say they offer a 'free analysis' to attract customers and get the device brought to them; once the device has been handed over, without spending any time on it, they say something like 'we will work on it; if it works it costs this much, if not, that much'. Having got customers to hand over their devices with the words 'free analysis', and since the customer will want the work to continue rather than go to the trouble of taking the device back, they put in no effort or time, which is how they can claim to offer a 'free analysis' in every case. In reality this is little more than a trap to attract customers.
Do you charge a service fee?
We do not charge anything under the name of a service fee. We do offer free analysis. For requests outside the free analysis scope, the analysis fee is communicated in writing at the start. Some businesses advertise with phrases like "600 TL data recovery service fee", leading customers to believe they will get their data recovered for 600 TL. That is how they attract customers. We do not work in such an unethical way.
Let's assess your situation together: call 0212 909 56 19 or write to us on WhatsApp. See our contact page for the address and opening hours.
If you are not sure what to do, call us first
Tell us about your situation and we will tell you what to do as a first step.