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gfkBill
Beginner
226 Views

Can't RMA due to website "bug", just loops on checking serials

Hi

Been trying for a couple of weeks on and off to send some drives back, but the "Warranty and Replacement" page just loops back to the main support page shortly after it loads, if I'm logged in. If I'm not logged in it behaves and I can check the serials ok, but of course I need to be logged in to apply for RMA. I literally have days left to file as warranties are expiring on the 26th of this month.

cheers

Bill

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6 Replies
JosafathB_Intel
Moderator
216 Views

Hello gfkBill,

 

Thank you for contacting Intel® Memory and Storage support.

 

As we understand, you need assistance with related to a Warranty Replacement. If we infer correctly, we will appreciate it if you can review the following information:

 

  •   We do not have any reports of an issue related to our website.

 

 

  • If you are experiencing any kind of issue, and want to troubleshoot your SSD, we will be more than happy to further assist you, and if at any point it is necessary to proceed with the warranty replacement, we will contact you with our advanced technical support department in charge of your country/GEO.

 

If you need further assistance, please do not hesitate to contact us.

 

 Best regards,

 

Josh B.

Intel® Customer Support Technician

A Contingent Worker at Intel®

gfkBill
Beginner
210 Views

Thanks,

As mentioned, my problem is, if I'm logged in that page you quote just redirects itself back to this one before I can do anything:

https://www.intel.com/content/www/us/en/support.html

So at this point, I'm stuck in a loop. I can verify Warranty by logging out then checking the serial numbers, but can't request an RMA without being logged in.

- Bill

gfkBill
Beginner
208 Views

Progress! I clicked the "Clear" button on that page before it could redirect by getting the browser to stop page loading at just the right time, and it stayed and let me check serials. But even after checking, and clicking to request support, it drops back to the Support home page.

So I give up, here are the serials, all are dead (the 53x's due to going devSleep and never waking again):

cvtr531001vz240cgn

cvda425403ae1207gn

cvtr531000v1240cgn

cvlt622406l6240cgn

cheers

Bill

JosafathB_Intel
Moderator
198 Views

Hello gfkBill,

 

Thank you for your reply.

 

Before proceeding with the warranty replacement, we need some information and to perform some troubleshooting in your SSDs:

 

• The SSU logs.

 

1- Go to https://downloadcenter.intel.com/download/25293/ (for Windows*) and to https://downloadcenter.intel.com/download/26735/ (for Linux) download the software.

2- When finished downloading it, open it.

3- Attach the file generated by the tool in your reply.

 

• We will like to know if your SSDs are detected in your BIOS, or intermittently in your OS.

 

In case they are detected:

 

1- In the following link you can download the Intel® Solid-State Drive Firmware Update Tool for DevSleep Issue:

 

https://downloadcenter.intel.com/download/25348

 

To run this tool, please, follow the step by step PDF guide.

 https://downloadmirror.intel.com/25348/eng/Intel_SSD_FUT_2.0.15_devsleep_enable_disable_User_Guide_3...

 

In section 3.3 you will be able to find the instructions on how to create a bootable media that you can use in your PC.

 

In our Intel community we have the following step by step guide too:

 

https://communities.intel.com/message/541634#541634

 

If you experience any issue during the process, please take a picture or a screenshot and reply to this message.

 

2- Extract the SMART data from our tool Intel MAS CLI, and to get the output of the following commands:

 

intelMAS show -all -intelssd

intelMAS show -smart -intelssd

 

The latest version of the Intel MAS Tool is available in the following link, for Windows and Linux versions:

 

https://downloadcenter.intel.com/download/29721?v=t

 

We will be looking forward to your reply letting us know the results.

 

Best regards,

 

Josh B.

Intel® Customer Support Technician

A Contingent Worker at Intel®

gfkBill
Beginner
192 Views

Hi

Unfortunately none of them POST/show in BIOS. I "rescued" quite a few drives using the devsleep firmware tool, these are the ones that were too far gone to do anything with, as they won't show in BIOS, apart from one that occassionally reports as a Sandforce 2000.

I realised my list was incomplete, I should have included these drives as well:

cvtr530601vw240cgn

cvtr538003sd240cgn

cvtr5310022w240cgn

cvtr530503jy240cgn

cvtr531001wy240cgn

JosafathB_Intel
Moderator
180 Views

Hello gfkBill,

 

Thank you for your reply and for the information provided.

 

You are going to receive an email shortly from our advanced technical support department in order to further assist you.

 

Thank you for your patience and understanding.

 

Best regards,

 

Josh B.

Intel® Customer Support Technician

A Contingent Worker at Intel®

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