Venting

[Jan Janowski]

This is a duplicate Post, but the other is at the bottom of thread where issue was found, troubleshot, and support fixed, but not released.... And is long...

I added this thread so as to be direct.... If It upsets the apple cart, Mods please feel free to delete this.... I'm Venting!!!


This post dated 6/25/2026
Regarding the Bug in Threat Prevention, where event Dots are not all or always displayed on the world map.... in TP 1.32:
Software Support has tested and installed 2 different Patches on TP 1.32 software on 2x of my 3 2600's... BOTH VERSIONS of the Patch work correctly, and have done so for 4 + months now... My 3rd 2600... does not have the patch.... But it has SRM 1.3.2-2 installed instead...

You See: the recent SRM 1.3.2-1 and SRM 1.3.2-2 installs REMOVE THE TP PATCH, and that's how I ended up with 2 different TP Patches!
Therefore the 2600's: 1 is running SRM 1.3.2, a second 2600 is running 1.3.2-1... BOTH 2600's Patched TP Work FLAWLESSLY! Software says other routers need this patch as well...

Problem is: SRM update will remove patch... SRM 1.3.2-1 and 1.3.2-2 both have security patches.... Those Security Patches are 'necessary' according to Support, But, loading SRM update will Remove the Perfectly Operational TP Patch! That Software folks say is Necessary for TP.... I've been in an endless loop since SRM 1.3.2-1 came out!

It has been 4+ Months since the Patch was deemed successful (BOTH) Software Support wants to close the ticket, and still NO TP 1.33 Update release!!!

Come on Synology! Your own Software folks say both SRM Update AND TP Update are BOTH necessary! RELEASE TP UPDATE!!!! S0 WE ALL CAN HAVE BOTH SRM 1.3.2-2 AND TP 1.33 OPERATIONAL ON ALL ROUTERS!!!!!!

Yeah, I'm Yelling... I'm frustrated! I have done everything I can do to help, and now awaiting Synology!! And the different software fixes are - STEPPING ON ONE-ANOTHER!!! Thanks for your Patience regarding this.... I'd love to have this fixed before they walk away from the routers!

 

[White Bear]

Have you considered contacting Synology senior management in the U.S. by writing to:

James Chen, CEO
Synology America Corp.
3535 Factoria Blvd SE, Suite 200
Bellevue, WA 98006

If your goal is to effect change, the most effective approach is usually to contact a regional executive.

 

[Jan Janowski]

No…. Since the issue had been reported, and fixed, and then reported that SRM Broke it, and then they fixed it a second time, and then SRM came out with -2, and I reported a second time to Support That SRM Breaks TP PATCH, and they agreed, and everyone was on SAME PAGE…… saying it’s fixed, and that SRM Breaks fix… And TP V1.33 Will be the fix. Then.. Nothing happens………..

Everyone is agreeing on what is happening!
Everyone says both updates are necessary!

But… Nothing appears to be happening!

I would think that bringing in a management person in to over-ride: Bringing someone into the discussion who probably has no background in either of the locations involved in this issue….

Would not have the most successful conclusion, and would only further mix up & delay the conclusion of something that is already fixed, just not released!

What do you think?

What would you do?

 

[White Bear]

I think writing a very short non-technical summary of the events that led to this impasse - with references to support ticket numbers - and a one-sentence statement of how this has harmed you - could be very effective. In any event, you will learn something about Synology in the process. Hopefully they will consider that... “Every complaint is an opportunity to build trust and demonstrate commitment to the customer.”

 

[Jan Janowski]

at least I have the info.
Number or text would be faster. But they probably don’t want that.

I know far more about Synology already than I ever thought I would need - already.

 

[White Bear]

A signed one-page letter on good-quality paper sent by FedEx (or at least USPS Prority Mail) will have the best chance of reaching the executive.

 

[Jan Janowski]

I think Someone should text him and give him a link to this thread. This way any hornets nest action is not generated by me..

I truly believe I have done my part already.

I see no need for further actions by me, that could be discounted by interpretations of my submission from a self taught end user. Those folks can’t be trusted, you know, that’s why I went through Support then Software support when my comments were verified as true, by Support!

All involved are in agreement:
There was a problem and a patch developed to fix it.
There is a second problem that erases the first problem’s “Fix”..

The FIX for both problems: Is: Release BOTH UPDATES!

EVERYONE IS IN AGREEMENT THAT THIS IS THE FIX FOR BOTH ISSUES!

So: DO IT!

 

[White Bear]

I understand your concern about creating a hornet’s nest, but I don’t think bringing the issue to management’s attention should be viewed that way. You’ve documented the problem, worked through the proper support channels, and given Synology multiple opportunities to resolve it. At this point, informing management assures they are aware of a recurring issue that is affecting customers and remains unresolved despite repeated assurances.

 

[Jan Janowski]

Please. Then: contact them and give link to this thread. Between me and your clarifications, let the chips fall where they may!

When I get home, I’ll post the ticket number here. That is long and convoluted as first two didn’t understand my posts. See: Self taught end user! But eventually found it and one similar other thing too! I think both patches fix both. I only saw the bug I reported I didn’t see or understand the other thing they found in both 2600’s, but said other models had it. He saw both in both 2600’s.

 

[White Bear]

No. This is your issue, your passion. I have no standing here. But if I were on the receiving end of your complaint, I'd take notice.

 

[Jan Janowski]

If you have no standing.

And I’m a self taught end user.

Then no one is bound to listen!

Then Support & Software support will have to carry the load!

Just release TP FIX!!

 

[White Bear]

You are a customer. And you have an unresolved problem. That's all that matters. But, of course, it is 100% your call on how to proceed or not. I just hope you're able to get it resolved.

 

[Jan Janowski]

Still gonna be called: TP 1.33
July 2026.