What Data Does Synology Collect in Support Logs?

When troubleshooting problems on a Synology NAS, users are often asked to submit logs through Synology Support Center. These logs help technical teams diagnose issues faster, but many users want to understand exactly what information is being collected and shared.

This guide explains the types of data included in Synology support logs and the privacy considerations businesses should be aware of.

Why Support Logs Are Collected

Support logs are used to identify technical issues affecting your NAS.

Main Goals:

• Diagnose hardware and software problems
• Identify configuration conflicts
• Analyze system performance
• Resolve network and connectivity issues

Without detailed diagnostics, troubleshooting becomes much more difficult.

Types of Data Included in Support Logs

Support logs may contain a wide range of system information.

System Information

Logs often include:

• DSM version
• NAS model and serial number
• Installed packages and services
• Hardware configuration

This helps support teams understand the environment.

Storage and RAID Information

Storage-related details may include:

• RAID configuration
• Volume status
• Drive health and S.M.A.R.T. data
• Storage errors

These details are essential for diagnosing disk and volume issues.

Network Configuration Data

Support logs may also contain:

• IP configuration
• DNS settings
• Gateway and interface details
• Connection errors

This helps troubleshoot connectivity problems.

System Event Logs

Event logs record system activity such as:

• Login attempts
• Error messages
• Service crashes
• System warnings

These events help identify the timing and source of issues.

Performance and Resource Usage

Logs can include:

• CPU utilization
• RAM usage
• Running processes
• System load

This information helps analyse performance problems.

Does Synology Collect Personal Data?

Support logs are primarily technical, but they may indirectly contain limited user-related information.

Possible User Data:

• Usernames
• Shared folder names
• Device names
• IP addresses

However, support logs are not intended to collect personal documents or stored file contents.

What Is Typically NOT Collected

In most cases, support logs do not include:

• Actual file contents
• Passwords in plain text
• Personal documents
• Media stored on the NAS

This helps reduce privacy risks.

Privacy and Security Considerations

Before submitting logs, businesses should review security policies.

Best Practices:

• Review logs before submission
• Limit unnecessary remote access
• Share only required diagnostics
• Remove sensitive information when possible

This helps protect privacy while enabling troubleshooting.

Remote Access and Support Sessions

In some cases, Synology support may request remote access.

Recommendations:

• Enable temporary access only
• Monitor sessions
• Disable access after support is complete

This reduces exposure.

Reviewing Logs Before Sharing with Support

Before submitting diagnostic logs, organizations should take time to review the information being shared. This helps identify any sensitive system names, internal IP addresses, or configuration details that may not be necessary for troubleshooting. Businesses operating in regulated industries should also ensure that log sharing aligns with internal compliance policies and data protection standards. Performing a quick review before submission provides an extra layer of privacy control while still allowing support teams to diagnose issues effectively.

How Long Are Logs Retained?

Retention policies may vary depending on support cases and internal handling procedures. Businesses with strict compliance requirements should verify policies before sharing sensitive diagnostic data.

Transparency Improves Trust

Understanding what information is collected helps organizations make informed decisions about support and privacy. Transparency in diagnostics allows businesses to balance effective troubleshooting with internal security and compliance requirements.

How Epis Technology Helps Secure Diagnostic Processes

Epis Technology helps businesses review and manage Synology support diagnostics and logging practices to ensure secure troubleshooting without unnecessary exposure of sensitive information.

The company provides services including large storage solutions, Microsoft 365 and Google Workspace backups, fully managed PC backups, and Synology consulting and support. Epis Technology also assists with security audits, monitoring, and compliance-focused infrastructure management.

About Epis Technology

Epis Technology provides enterprise IT infrastructure, Synology consulting, and data protection solutions for organizations of all sizes. The company specializes in NAS security, troubleshooting, and scalable IT environments. Through expert guidance and ongoing support, Epis Technology helps businesses maintain secure and reliable infrastructure.