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idata
Community Manager
4,736 Views

Hello Intel? Information please!

A lot of your customers have bricked drives. They need to know if they should send them back with an RMA now, or if a new firmware update can fix the drive. Others have updated successfully but are now unsure what to do (I want to know I it's safe to upgrade to Win7 from Vista for example).

I guess what happened with the 02HA firmware is about the worst that can happen to a manufacture entering into a new market for them, especially when things went wrong earlier already. I assume that's why you are now taking time to very carefully investigate the matter. But some of us need answers now.

Please give a forecast on when we can expect a fix, or at least re-publish the previous firmware so we can bring our drives back to a safe state!

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26 Replies
idata
Community Manager
115 Views

I just contacted the intel technical support. they said that they themselves dont know yet where the bug in the firmware is, and that they will contact me sometime next week to tell me if i have to send the drives back, or if a simple firmware upgrade will fix everything.

idata
Community Manager
115 Views

Somewhere next week? Auch... that is a long time!

I don't think I will wait that long and I will just go ahead with my install.

idata
Community Manager
115 Views

This is indeed something I miss from Intel at the moment. At least to inform on the current state and possible solution (date, form...). They should publish at least old FW ("re-badged" to look as new, so the update process is possible) for those, who has flashed new FW and are very nervous at the moment (with no way back). "We are aware..." is all I have heard up until now No temporal solution (old FW), no suggested date of release of new FW (so one knows if and how long to wait). I wonder if Intel got anything from the previous FW bios password problem, beacuse this is not how to handle premium customers (which SSD owners still are at the moment). This is not bashing Intel, but I don't understand the silence at all and I am also left in the dark. What is next?

idata
Community Manager
115 Views

Yes Intel could at least post the occasional status update. I too do not feel comfortable, knowing that my Postville might or might not break down any time.

However, just flashing the previous firmware on top of the faulty one could be just as dangerous. Intel needs to thoroughly investigate whether it's safe to flash back. Backflashing has probably never been done before.

idata
Community Manager
115 Views

Hope they can resolve this issue soon. I haven't RMA my SSD yet because I am still hoping if a new FW fixes everything and I get all the data back.

Intel, please post some information!

idata
Community Manager
115 Views

Well... still not a word from Intel. I guess that for people who can't use their PC anymore it may seem that the priority Intel is giving this might be a little bit low.

Perhaps it's time for a major tech blog like engadget or slashdot put some focus on this again...

PCoup1
New Contributor I
115 Views

Am I the only one who is beginning to get pissed off?

Nobody knows whether to stick, twist, RMA, buy OCZ or what.

The lack of direction from Intel is simply embarrasing.

idata
Community Manager
115 Views

I think they are taking time to collect newly produced SSDs to have them available for RMA if it is time.

Otherwise they would have given a sign of life until now

MJohn29
New Contributor I
115 Views

We at least deserve a status update/ETA. This is causing a lot of downtime which equals loss of money in some scenarios. Also, these drives were not exactly cheap. Basic Help Desk/Tech Support customer service requires communication/updates with the stakeholder (customer) if the issue is not resolved within the company Service Level Agreement (SLA)...whatever this is for Intel. This is even more important for issues that affect multiple stakeholders.

It has been 15 days now since the firmware was released. I am a huge fan of Intel, but I myself am getting frustrated now. =/

If they have a dedicated team working on this issue, then I would at least expect regular status updates.

Hello...Intel????

idata
Community Manager
115 Views

Same here, I just can't believe they are just silent apart from the very few and vague messages. I think the 1st thing they should have done is to make the previous firmware available again (repackaged if necessary) so further failing of drives is prevented. They should have done that within a day or something. Next thing, give an ETA for a definitive fix.

Come on, this is Intel. A technology leader. They way they are acting make them look like some unknown unreliable manufacturer from a not-so-developed country. Sjees!

(I am just glad that my drive is okay so far, despite the upgrade)

idata
Community Manager
115 Views

The sad part is there was probably a fix days after the problem came up... now some engineer is buried in paperwork. I will say the public relations for this problem is SAD. Its amazing how far simple updates would go for customer loyalty, next time I may consider OCZ etc...

PCoup1
New Contributor I
115 Views

We'd all be buying OCZ if the Intel wasn't the best drive.

idata
Community Manager
115 Views

things change - people actually take support into account when they purchase high priced electronic equipment, especially show stopping computer components such as hard drives....

idata
Community Manager
115 Views

This is a general response. What I see here is a bunch of whiners. Everybody knew when you purchased the SSD that it is immature technology. That is plain and simple. You folks who complain don't understand computer technology, therefore you think it is easy to fix. Not only that you don't understand TRIM because if you did, you would know that the implementation MUST be cognizant of the file system structure(ie. Win, HFS, ext3, ext4, etc) There is NO STANDARDIZED implementation of TRIM. I feel sorry for those with bricked drives, but that was/is the risk you take when you upgrade firmware and on top of that upgrade to something that is still in its infancy which TRIM is.

Now, for those that think OCZ is great or is better, just go to their forum and look at their issues. The proliferation of models, some with Garbage Collection and TRIM which are both incompatible. Look at the various scripts that are used to implement what TRIM is supposed to do. There are only 2 vendors that seem to stand heads and heels of others at this time and that is OCZ and Intel. Now, Intel can take a lesson from OCZ where the folks over there engage their customer base and offer help, suggestions, etc.

I've got 3 SSD, two first gen and 1 second gen and i have installed in both mac and hp machines, running OSX, Ubunut, Windows Vista x64, and other various versions of Linux and I have had no problems whatsoever. You want to know why? I know exactly what i'm doing and i know where the risks are. I'm using OSX daily WITHOUT trim and my Intel 160GB SSD is still performing heads and hills above the 5400 HD that came with my Apple. Has performance degraded? Probably so, but it is still small at this point. My opinion is that SSDs are really made for Linux and OSX. Microsoft continues to proliferate their OS with constant disk activity which requires that you have some type of Garbage collection or TRIM to keep the drive tuned. As i wirte this my OSX operating system shows NO DISK Activity, even though i have Safari running. Try looking at WIN 7 and see if you ever can obtain that.

idata
Community Manager
115 Views

This is a general response. What I see here is a bunch of whiners. Everybody knew when you purchased the SSD that it is immature technology. That is plain and simple. You folks who complain don't understand computer technology, therefore you think it is easy to fix. Not only that you don't understand TRIM because if you did, you would know that the implementation MUST be cognizant of the file system structure(ie. Win, HFS, ext3, ext4, etc) There is NO STANDARDIZED implementation of TRIM. I feel sorry for those with bricked drives, but that was/is the risk you take when you upgrade firmware and on top of that upgrade to something that is still in its infancy which TRIM is.

Now, for those that think OCZ is great or is better, just go to their forum and look at their issues. The proliferation of models, some with Garbage Collection and TRIM which are both incompatible. Look at the various scripts that are used to implement what TRIM is supposed to do. There are only 2 vendors that seem to stand heads and heels of others at this time and that is OCZ and Intel. Now, Intel can take a lesson from OCZ where the folks over there engage their customer base and offer help, suggestions, etc.

I've got 3 SSD, two first gen and 1 second gen and i have installed in both mac and hp machines, running OSX, Ubunut, Windows Vista x64, and other various versions of Linux and I have had no problems whatsoever. You want to know why? I know exactly what i'm doing and i know where the risks are. I'm using OSX daily WITHOUT trim and my Intel 160GB SSD is still performing heads and hills above the 5400 HD that came with my Apple. Has performance degraded? Probably so, but it is still small at this point. My opinion is that SSDs are really made for Linux and OSX. Microsoft continues to proliferate their OS with constant disk activity which requires that you have some type of Garbage collection or TRIM to keep the drive tuned. As i wirte this my OSX operating system shows NO DISK Activity, even though i have Safari running. Try looking at WIN 7 and see if you ever can obtain that.

 

Should we bow now?

This thread is not about all of the great things you have done. It is about why Intel has not, and will not, provide any worthwhile information to a lot of people, who spent a lot of money, on Intel products.

idata
Community Manager
115 Views

This is really getting ridiculous now. Almost two weeks have passed since problems first started to appear.

And even after two weeks not a single word from Intel on

- what happened (will lost data be available again with a the next firmware?)

- why it happened (will customers be safe for whom it currently works?)

- when it will be fixed (when can I use the brand new SSD sitting on my shelf?)

VERY disappointing Intel !

idata
Community Manager
115 Views

That message was posted 7 days ago...anything new?

idata
Community Manager
115 Views

Is the situation that bad, that you (Intel) don't know anything?

idata
Community Manager
115 Views

what is worse is I think nobody from Intel is listening to this thread.

idata
Community Manager
6 Views

Like said above, too bad the older version of SSD Toolbox isn't online. Just received my Intel X25-M 160GB, but anxiously waiting for the new firmware fix.

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