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Intel Tech Support - Please Help with SSD Corruption with RST

Michael4000
Novice
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I have multiple computers with Western Digital SN850 SSDs and Samsung Evo 990 SSDs that are being corrupted by Intel RST.  Another person on this forum has the same issue.

 

Can we please get some help from Intel?

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Earl_Intel
Moderator
787 Views

Hi Michael4000,


Thank you for posting in the communities!


I'm sorry to hear that you are having problems with your system. In order to help you more effectively and figure out the best solution, could you kindly supply the information below:


  • Can you describe the issue more to us?
  • May I know what you mean by corrupting the SSDs? does the physical device being corrupted or the files inside the device?


Kindly run this on your system so that I can also gauge the following peripherals and the driver versions that you have:

Intel® System Support Utility for Windows*

Once finished downloading, open the tool, click on scan (leave the default items checked), click next, then save the system information to a .txt file. Please provide us the .txt file.


Best regards,

Earl E.

Intel Customer Support Technician


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Michael4000
Novice
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Thanks, Earl.

 

Here is the situation.  We have been building HP Z2 G9 workstations for years, and use Intel RST for RAID 1 mirroring.  Recently, the RAID has been failing.  This started about six months ago when we started using the new SSDs from Western Digital and Samsung.  They are the WD Black SN850, and the Samsung Evo 990.  I have made sure the SSD firmware, and Intel Rapid Storage Technology drivers from HP are up-to-date.  Here is an example of what it looks like when it fails.

 

Michael4000_0-1737694846041.png

When I say "corrupted", the WD SSDs get SMART errors.  Samsung SSDs don't typically get SMART errors, but they just aren't recognized anymore by Intel RST.  We did not have this issue prior to using these latest, faster SSD drives.  Every HP workstation we have built with the latest WD and Samsung drives has had this problem.  So the problem is very repeatable (and concerning),  None of the HP workstations running the older drives, such as the Samsung Evo 970 has had this problem.

 

Other symptoms include:

 

1.  Blue screen errors.

2.  Boot device not found errors.

 

I have uploaded the Intel System Support Utility output txt file.  I appreciate your help!

 

Michael

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Earl_Intel
Moderator
748 Views

Hi Michael4000,


Thank you for sharing this useful information with us.


No worries, I will further check on this internally and offer an update on this thread as soon as feasible.


Best regards,

Earl E.

Intel Customer Support Technician


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Earl_Intel
Moderator
655 Views

Hi Michael4000,


Thank you for patiently waiting.


To further troubleshoot the issue, can you provide the following information below:


Best regards,

Earl E.

Intel Customer Support Technician


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Michael4000
Novice
627 Views

Earl,

 

Here are the answers to your questions.

  • Did you set up Windows on top of the Intel RST RAID 1 array or is Windows on a separate drive and not in the RAID 1 array?

I installed Windows on top of the Intel RST RAID 1.

  • Can you explain the exact steps that leads to the BSODs or Boot device not found errors? What specific SMART errors are you getting?

The BSOD is intermittent.  It just appears on the screen while the user was using it.

The Boot device not found error occurs after the computer has been sitting overnight.

Yes, this is the computer.

We use HP Image Assistant to update drivers.  I know I have also manually downloaded and installed the Intel RST driver, but I'll have to check to be sure it was this one.  I'll install it on a couple Z2 G9s and get back to you.  We had another computer today that said "Unrecognized drive".  Power cycling did not fix the issue on this one (it does on some).  I didn't want to install this driver for fear that the entire computer might go dead.

  • In relation to this, my I know if you have the latest BIOS installed?

Yes, we have the latest BIOS installed.

  • Did use Intel RST setup guide from HP to properly setup RST RAID 1 array?

I didn't use this setup guide per se, but I am following the same instructions as "Create RAID Arrays" #1.

 

Thanks for you help!

 

Michael

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Earl_Intel
Moderator
600 Views

Hello Michael4000,


Thank you for providing this information with us.


Noted on this, I will check on this internally and provide an update on this thread as soon as possible.


Best regards,

Earl E.

Intel Customer Support Technician


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Michael4000
Novice
514 Views

Hi Earl,

 

We installed the latest HP BIOS 03.03.11 Rev. A and Intel RST VMD Driver 20.2.3.1018 on three HP Z2 G9 computers running RAID 1.  Two were updated yesterday, and one today.  We rebooted them, and rebuild the RAID 1 on both before installing the updates.

 

I checked the first computer today that we did yesterday.  Bad news.  The RAID is already broken.

 

Michael4000_0-1738287394664.png

 

You can it has the latest RST version.

Michael4000_1-1738287438091.png

The BIOS shows it is the latest.

 

Michael4000_2-1738287577487.png

 

Today on the second computer that was updated yesterday with new BIOS and Intel RST, Intel RST won't launch.

Michael4000_3-1738288061798.png

I rebooted the computer, and the following came up.

Michael4000_4-1738288884282.png

In conclusion, unfortunately, the BIOS and Intel RST updates did not have the desired outcome.

 

I appreciate any help.

 

Michael

 

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Earl_Intel
Moderator
421 Views

Hello Michael4000,


Thank you for sharing this update with us, I will further check on this internally, on the meantime, can you supply us with additional information below:


  • Were you able to confirm with HP Support that the 2 drives WD Black SN850 and Samsung Evo 990 are compatible with the HP Z2 G9 workstation PCs?
  • May I know if you setup Windows in either the nVMEs as stand-alone drives (not in RST RAID 1 config), will you still get the SMART errors, BSODs and Boot Device Not Found errors?
  • And on same topic on "unrecognized drive", have you check in the BIOS, will it still show up that the RAID 1 array is still setup in RST?


Best regards,

Earl E.

Intel Customer Support Technician.


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Earl_Intel
Moderator
350 Views

Hello Michael4000,


Just checking in if you had a chance to look over the questions I posted.


In order to decide on the appropriate course of action to address this issue, kindly inform me as soon as possible.


Best regards,

Earl E.

Intel Customer Support Technician


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Earl_Intel
Moderator
259 Views

Hi Michael4000,


I have not heard back from you so I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.


Best regards,

Earl E.

Intel Customer Support Technician


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Michael4000
Novice
225 Views

It takes time to collect this information.  I was on the phone with HP for 2.75 hours.  When I went back to give you the information, you closed the case.  I don't think that's right.

 

Intel really needs to look into this.

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