Intel X710 card bricked by third party firmware updater

[MikeP01]

Hello Intel folks,

As part of routine updates, I downloaded various update utilities from our server OEM. One of these update utilities detected an Intel X710 card and attempted to perform a firmware update. It got as far as erasing the flash on the card before deciding that the card wasn't supported and the update failed, leaving the card dead. I pulled the card from the system and it's not the OEM's card, it is instead an Intel-branded unit. The sticker on it reads

Intel Ethernet CNA X710-DA4 FH, 932575, X710DA4FH

There's a valid yottamark sticker on it as well. I'm positive this is an Intel-brand card. Seeing this I downloaded the X710 firmware updater from Intel support assuming that it would be able to recover the firmware on this card, but it doesn't seem to even see it.

What's the proper path to recovering the firmware on this device?

[Azeem_Intel]

Hello Mike,

This is regarding the case with the following details:

Greating for the day

I hope you are doing well Could you please share a snapshot of the defective part with the serial number visible? Additionally, kindly provide information on the firmware version that was updated.

Best Regards
Azeem Intel

[MikeP01]

Hi Azeem

Image attached.

I'm not sure what version was on the card. The Intel utility is the current one available for the X710 card, if that helps.

[Azeem_Intel]

Hello Mike,

Greetings for the day!

Hope you doing well. Please update using the link below. In case the problem persists, Please get in touch with your OEM.

https://www.intel.com/content/www/us/en/download/15084/intel-ethernet-adapter-complete-driver-pack.html

Best Regards
Azeem

[Azeem_Intel]

Hi Mike,

Greetings for the Day!

We are following up to find out if you were able to find the information we provided. Please reply to confirm, so we can continue helping on a resolution. Looking forward to receiving your reply.

Best Regards,
Azeem.

[MikeP01]

Hi Azeem, thanks. I did try the 29.0 utilities and no luck. It doesn't attempt to re-flash the card. Is there a way to force the utility to reflash the firmware?

[Azeem_Intel]

Hi Mike,

Greetings for the Day!

Hope you are doing well. Thank you for sharing the error snapshots. Could you please also provide the details of the Intel Ethernet product and the OEM server motherboard? This information will help us further diagnose the issue. 

Best Regards,

Azeem.

[MikeP01]

Hi Azeem,

Can you send me a private message with your contact details? There are some details about this that I don't feel comfortable posting on a public forum.

Thanks!

[Azeem_Intel]

Hi MikeP01

Greeting for the Day!

Thank you for reaching out. Unfortunately, we don't have a direct number to share at the moment. However, we do have a toll-free number available for your convenience.

Please call us at +1 8333137337 to reach the appropriate department. Our team will be more than happy to assist you with your inquiries.

We apologize for any inconvenience and appreciate your understanding.

Best Regards,

Azeem_Intel

[Azeem_Intel]

Hi MikeP01,

Greetings for the Day!

We are following up to find out if you were able to find the information we provided. Please reply to confirm, so we can continue helping on a resolution. Looking forward to receiving your reply.

Best Regards,

Azeem.

[MikeP01]

Thanks, I'll call in.

[Azeem_Intel]

Hi MikeP01,

Greeting for the Day!

Thank you. Please let us know once you have called the toll-free number and logged the case.

Please do not hesitate in contact us, we are more than glad to assist you.

Best Regards,

Azeem_Intel