Intel Tech Support - Urgent - Please Help with Intel RST Corrupting SSDs

[Michael4000]

We have a problem with Intel RST corrupting SSDs, and RAID 1 failing.  Computers don't boot, drives unrecognized, RAID 1 broken.

I have multiple HP Z2 G9 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 SSD corruption issue.

Can we please get some help from Intel, and have Intel investigate this?  

I would like to get someone from Intel who really wants to fix this, and put in the work.

[JeanetteC_Intel]

Hello Michael4000,

Thank you for posting in Intel Communities.

This issue is currently being checked and I will post an update once it's available.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Michael4000]

Thank you.  I am anxious to learn about what you find out.

[JeanetteC_Intel]

Hello Michael4000,

Good day.

To investigate this matter further, could you please share the exact error message you are receiving (share a photo if possible)? Additionally, I need to know when the issue first started occurring and what troubleshooting steps you already attempted. It would also be helpful to know how many units are affected by this issue.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Michael4000]

The issue has now occurred on 11 HP Z2 G9 tower workstations.  I just found another one today.

Here is the error message.

If I click on SMART error, I get this.

Yet, CrystalDisk does not show any errors for this drive, although the life is 97%, and the other drive is 99%.

I have updated the BIOS and Intel RST from the HP site on several computers, and it did not correct the issues.

Other symptoms:

1.  When computer is left on overnight, it says "Boot Device not found".  If the user presses F2, it will boot anyway.

2.   Intel RST reports "Unrecognized drive".  I had a screenshot on another forum thread, but I don't see any way to show what threads I've posted.

The issue started last August when we started using the latest Samsung 990 Pro and Western Digital SN850 drives.  We have not had the issue with the older Samsung and WD drives.

Michael

[JeanetteC_Intel]

Hello Michael4000,

Your diligence in supplying screenshots and detailed information is greatly valued. I will now proceed in with further checking and will post an update once available.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[Michael4000]

Here is the other error message we commonly get with this issue (Unknow hard disk).

[JeanetteC_Intel]

Hello Michael4000,

Please be advised that I am still currently investigating this issue and need your help with the following information below:

1) Can you help provide the SSU scan of the affected systems? I need to check the processors used by the affected systems, OS, Drives used, and additional drivers installed on the system. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

• Scan: Check the box Everything.
• Click Scan.
• Review: When finished scanning, click Next.
• Click Save (.txt).
• Attach the log file as you reply.

2) Can you clarify if the RAID volumes were created when the additional drives were installed or was both drives present when the BIOS was configured?

3) What was the RST driver used on the affected systems? Please share the exact OEM link where you've downloaded the RST driver.

I will wait for your reply.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Michael4000]

I'll download this utility, and run it afterhours.

For #2, all RAID volumes were created through the BIOS (before the Windows 11 operating system was installed).

For #3, the driver version is:

• Intel Rapid Storage Technology VMD Driver 

• 20.2.3.1018.1 Rev.H
• 17.6 MB
• Jan 9, 2025

Here is the link to the download page.

https://support.hp.com/us-en/drivers/hp-z2-tower-g9-workstation-desktop-pc/2100987204

Here is the link to the actual driver file:

https://ftp.hp.com/pub/softpaq/sp156501-157000/sp156585.exe

[JeanetteC_Intel]

Hello Michael4000,

Thank you for sharing those details. I'll just wait for the SSU log file so I can proceed with further checking. I hope to hear from you soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

[Michael4000]

Hi Jeanette,

I'll get this log file for you tomorrow.

Thanl you!

Michael

[JeanetteC_Intel]

Hi Michael4000,

I'll wait for it. Take your time.

Best regards,

JeanetteC.

Intel Customer Support Technician

Comment

[Michael4000]

Hi Jeanette,

Here is the Intel System Support Utility output for one of the computers with the RST RAID 1 issue.

Thank you for reviewing this.

Michael

[JeanetteC_Intel]

Hello Michael4000,

Thank you for sharing the SSU log file as well. I'll proceed with the further investigation of this issue. I'll post an update once available.

Best regards,

JeanetteC.

Intel Customer Support Technician