Intel Optain Drives - blue screen then unrecoverable

[MKingston]

Hi, we have several HP desktops that were supplied with Intel Optane drives 

we are trying to find a cause but over the period of a few days the computers blue screened and the intel SSD is completely inoperable, after numerous attempted to get the computers to boot we are only able to detect the small optane memory portion of the drive.

so far 4 computers have been impacted in the last week and with +100 of these machines in production we are quite concerned, if this is a driver or windows update we would like to block these until we have a resolution : 

computer specifications :

Make and Model:

HP (HP ProDesk 600 G6 Small Form Factor PC)

Operating System:

Microsoft Windows 11 Pro

Type	Fixed hard disk media
Model Number	Intel Optane H10 with SSD 256GB
Serial Number	Optane_0000
Capacity	238.47 GB
Capabilities	Random Access, Supports Writing, SMART Notification

If possible if we could identify the issue so that we can ensure that our in production machines are not all impacted and a way to reset the optane drives so that these can be re-installed for the impacted computers 

[JeanetteC_Intel]

Hello MKingston,

Thank you for posting in Intel Communities.

To help understand the issue and be able to do further checking, please help share the following details below:

1) How many units are affected?

2) Are these systems previously working before it failed with unrecoverable Intel Optane drives?

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support Technican

[MKingston]

Hi Currently 4 units are impacted.

The units were functioning and then suddenly bluescreened, I believe after a reboot. 

We suspect there may have been a driver or windows update but we are not able to confirm this as the machines are un-recoverable 

[JeanetteC_Intel]

Hello MKingston,

Thank you for sharing the additional details I requested. I'll proceed with checking on this internally and will post an update when available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[MKingston]

Hi we have had another 2 computers fail; these are all the same machine model: HP ProDesk 600 G6

[JeanetteC_Intel]

Hello MKingston,

Please be advised that I can only support Intel RST, so I will be routing this thread to the Optane Community. A specialist will be posting on thread, once available.

Sincerely,

JeanetteC.

Intel Customer Support Technician

[Poojitha]

Hi MKingston

Thank you for contacting Intel support. Since, Intel® Optane™ Memory H10 with Solid State Storage and the associated spare parts and accessories have been discontinued. This email is to inform you that the support for the said products have been switched to self-service support. 

The available self-service support options include: 

Technical support content available online 

Discontinued products could be under warranty. Submit warranty service through the Warranty Center (supporttickets.intel.com). 

Support and services for the Intel® Partner Alliance partners through the Intel® Partner Alliance support site (https://www.intel.com/content/www/us/en/secure/partner-alliance/overview.html) 

Help from other users in the Intel Support Community (https://community.intel.com/) 

We no longer respond to telephone, chat, community support forum, or email inquiries for self-service products. 

Following is the product discontinuance information and when the self-service support begins with Intel® Optane™ Memory H10 with Solid State Storage. 

Product: <HBRPEKNX0202A06> 

Self-Service Support Begins: <January 17, 2024> 

Product Discontinuance Notice: <https://www.intel.com/content/www/us/en/content-details/815119/select-intel-r-optane-memory-h10-and-h20-with-solid-state-storage-pcn-119784-00-product-discontinuance-end-of-servicing-lifetime-eosl-and-end-of-interactive-support-eois.html> - Last Product Discontinuance and Shipment Date: (January 17, 2024) 

For more details, please refer to the support page: https://www.intel.com/content/www/us/en/support/articles/000097941/memory-and-storage/intel-optane-memory.html

We appreciate your understanding!

Regards, 

Poojitha

Intel Customer Support Technician 

[Poojitha]

Hi MKingston

Thank you for contacting Intel support. Since, Intel® Optane™ Memory H10 with Solid State Storage and the associated spare parts and accessories have been discontinued. This email is to inform you that the support for the said products have been switched to self-service support. 

The available self-service support options include: 

Technical support content available online 

Discontinued products could be under warranty. Submit warranty service through the Warranty Center (supporttickets.intel.com). 

Support and services for the Intel® Partner Alliance partners through the Intel® Partner Alliance support site (https://www.intel.com/content/www/us/en/secure/partner-alliance/overview.html) 

Help from other users in the Intel Support Community (https://community.intel.com/) 

We no longer respond to telephone, chat, community support forum, or email inquiries for self-service products. 

Following is the product discontinuance information and when the self-service support begins with Intel® Optane™ Memory H10 with Solid State Storage. 

Product: <HBRPEKNX0202A06> 

Self-Service Support Begins: <January 17, 2024> 

Product Discontinuance Notice: <https://www.intel.com/content/www/us/en/content-details/815119/select-intel-r-optane-memory-h10-and-h20-with-solid-state-storage-pcn-119784-00-product-discontinuance-end-of-servicing-lifetime-eosl-and-end-of-interactive-support-eois.html> - Last Product Discontinuance and Shipment Date: (January 17, 2024) 

For more details, please refer to the support page: https://www.intel.com/content/www/us/en/support/articles/000097941/memory-and-storage/intel-optane-memory.html

We appreciate your understanding!

Regards, 

Poojitha

Intel Customer Support Technician