Synology external access key not working

[Hein]

We have need of support from Synology themselves and have therefore activated the External access function. That generates a encypted key which you send to them with a user and password and they can then login and help out.

That method worked for us two weeks ago but not anymore. Synology support says they get timeouts when they use the provided key.

Our network management says they cannot find anything that can explain why it stopped working.

Im hoping anybody here has got any insight on how to make it work again.

 

[Gerard]

I just went into my nas, support services, turned on remote access which generated a support identification key. Right above that says “access valid until 6/13/24.”

Therefore it appears it’s working as expected, there is a 2 week timeframe limit for that key.

I’m assuming you can just go in there, uncheck remote access off, then check it back on to generate a new key and provide it to Synology.