Drobo Customer Service Issues

I was on hold for over one hour and fifty minutes tonight before giving up. I need help migrating 5 drives from my old Drobo S, which no longer powers on, to my new Drobo 5D. The instructions with the Drobo 5D say that inserting drives will erase them, but online sources suggest updating the firmware first without drives, then transferring the old drives from the Drobo S. Without direct confirmation from the company, I'm hesitant to proceed and risk losing over a decade of work. Please guide me through this migration process to ensure my data is safe. I have supported your company for years and invested in your products, so I'm counting on your assistance now. I'm active in the digital/tech industry and have a wide network, so it's crucial for both of us that this migration is successful. A call from you to help me through this would be greatly appreciated.

I own a Drobo 5N. Recently, it shut off on its own and now the Drive Bay indicator lights are solid yellow. Even though it shows 14.35TB free, I cannot access any shares. The Drobo seems stuck on startup, with the Power light now off after waiting for 2 hours. I'm concerned about my files, as the device needs to be rediscovered. I've checked the ethernet cable, and my system is OSX 10.13.6 with up-to-date Drobo firmware and Dashboard version 3.2.1. I have tried to SSH or access it through HTTP, but it's not working. I'm quite anxious about this situation and would appreciate any assistance.