Drive being used with Intel optane keeps disappearing.

[Wibble]

I have an E: drive associated with my Intel Optane and it will randomly disappear. On reboot, it comes right back.

When I look in the System event logs, I see an error associated with that states "Disk 2 has been surprise removed.".

This started happening after I got the Optane card working with the drive.

Any idea what could be causing this?

[Santiago_A_Intel]

Hi Wibble,

Greetings from Intel® SSD Support.

Thank you for the information provided.

As indicated, we will continue with the troubleshooting process here in the community.

We will run the logs through our tools and will let you know.

Have a nice day.

Best regards,

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

[Wibble]

Thank you.. Happened again last night. E: drive just disappears but comes back on reboot. No errors listed in event viewer. This is the drive associated with the Optane.

[Santiago_A_Intel]

Hi Wibble,

Greetings from Intel® SSD Support.

We have analyzed the logs provided and we have the following comments:

·        Your Intel® Optane™ Memory has the latest Firmware version K3110310

·        You will require updating Windows* to the latest version, please find all details on requirements by going to this link:  https://www.intel.com/content/www/us/en/support/articles/000023994/memory-and-storage/intel-optane-memory.html please make sure your Windows* is version 1803 or later.

·        As per information found on your motherboard’s manufacturer site, your motherboard is Intel® Optane™ Memory ready; please make sure you are in compliance of all requirements. In this link you’ll find additional information: https://www.asrock.com/support/faq.asp?c=Optane you might need to check for system updates as indicated.

·        To further illustrate the whole implementation process, please read on the following details and confirm the installation process is being made properly.

·        To support system acceleration with Intel Optane Memory, your primary drive, must contain at least 5MB of continuous unallocated space at the end of the bootable drive. Intel Optane™ Memory needs the space to store configuration information and to successfully pair the accelerated drive with the memory module. Additional details on this link: https://www.intel.com/content/www/us/en/support/articles/000023989/memory-and-storage/intel-optane-memory.html

·        In addition to this, Intel® offers convenient video resources to accomplish your Optane™ Installation, please follow this link: https://www.intel.com/content/www/us/en/support/articles/000023884/memory-and-storage/intel-optane-memory.html

Please let us know if you might need further assistance.

Have a nice day.

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

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[Wibble]

I am using build 1809 of Windows 10 so good there.

I checked and am using the latest bios.

Intel Optane is already working and configured as illustrated by the images.

What else should I check at this time? I am not seeing any drive errors. It just suddenly disappears until I reboot.

Could this be a problem with the optane card, the drivers, the software, or the drive, or all of the above?

Furthermore, is there any way to even tell if the optane card is working as I am accelerating a secondary drive and statistics do not work?

[Santiago_A_Intel]

Hi Wibble,

Thank you for your reply to Intel® SSD Support group.

Let’s proceed as follows:

·        From your Intel® Optane™ Memory Software, please disable your Optane™ Memory module (It will deconcatenate Optane™ Memory from SSD/HD)

·        Please reboot your computer

·        After boot up, please download Intel® Solid State Drive Toolbox from the following link: https://downloadcenter.intel.com/download/28674/Intel-Solid-State-Drive-Toolbox?product=35125

·        Install software and proceed to Secure Erase the your Intel® Optane™ Memory module

·        Please run S.M.A.R.T.S and send us the Logs

·        Please run again the Intel® System Support Utility for Windows* and send us the new SSU Logs

This set of information is required as part of the troubleshooting process, before considering starting a RMA/Warranty process.

Thanks in advance for your cooperation.

We will be looking forward to your reply.

Have a nice day.

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

[JosafathB_Intel]

Hi Wibble, Thank you for having contacted Intel® Memory & Storage Support. This is just a friendly reminder that your case remains open. Should you need our technical assistance please do not hesitate to contact us back. Best regards, Josh B. Intel® Customer Support Technician Under Contract to Intel Corporation

[JosafathB_Intel]

Hello Wibble, Thank you for having contacted Intel® Technical Support. I was reviewing your community post and we would like to know if you need further assistance or if we can close this case. We will be looking forward to your reply. Best regards, Josh B. Intel® Customer Support Technician Under Contract to Intel Corporation

[Wibble]

Missed your last posts. The problem just happened again after a few weeks. Windows 10 rebooted to install some updates and the E: drive is gone again.

Will perform the steps listed above today and get back to you with the info.

[Santiago_A_Intel]

Hi Wibble,

Thank you for your contact to Intel® SSD Support group.

We will be waiting for your reply with the requested information.

Have a nice day.

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

[Santiago_A_Intel]

Hi Wibble,

Greetings from Intel® Premium Support.

This is a friendly reminder your case remains open, awaiting for your reply.

As per your previous post, you’ve indicated, you’ll be sending us the info requested for diagnostics purposes.

Please let us know if you might need further assistance.

Have a nice day.

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

[Santiago_A_Intel]

Hi Wibble,

Greetings from Intel® SSD Support Group.

This is to let you know this case is being closed.

Please feel free to get back to Intel® communities, whenever you might feel necessary.

Have a nice day.

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation