New SSD D3-S4510 is locked. Unable to use.

[Igor_P]

Purchased new SSD D3-S4510 7.68TB SATA III SSD.
Installed. Switch on machine - blue screen request P0: INTEL SSDSC2KB076T8 - Enter user password.
Loaded windows, run Intel MAS GUI and got the following info:  

1. Model: INTEL SSDSC2KB076T8
1. Firmware version:  XCV10120
2. Serial number: PHYF013501DK7P6FGN

Tried to update firmware: answer SATA security is ON. Unable.  

Tried secure erase:  Showed: SECURITY FREEZE LOCK. Unable. 

Please advise what shall we do with this SSD?

[BrusC_Intel]

Hello, Igor_P.

Thank you for contacting the Intel Community Support forums.

I received your thread regarding the secure lock on your SSD S4510 Series, I will be glad to assist you.

Please let me know the following:

1. How long ago did you purchase the SSD?
2. Did you purchase the SSD as "brand new" or in a different condition (used, refurbished, or other)?
3. Have you tried performing the secure erase using a different tool?
   1. Low-level format / Secure erase using non-Intel tools: https://www.intel.com/content/www/us/en/support/articles/000006198/memory-and-storage.html
   2. The second option, KillDisk, is the one I personally consider the easiest.
   3. You may use any other tool you trust for this operation.

I will follow up on March 31st or we can schedule a different date in case you would like additional time.

Best regards,

Bruce C.

Intel Customer Support Technician

[Igor_P]

Hello Bruce,

1.  Purchased 6 weeks ago, first time tried to install on Mid-February. 

2.  Brand new.  Purchased from reseller.  

3.  Tried to use MAS erase disk:  "The request could not be performed because of an I/O device error".

4. Tried to use KillDisk: SW recognised disk incl. model, serial number, size. Status: Ready, Not initialised. Run Erase disk, result:  1% compete. Error 1117  writing disk sector 0.  After 2 minutes: Detected 2 errors writing disk sector.  Erase stoped:, result screen: Erasing physical drive Errors, Detected 10 errors writing disk sectors. Terminated abnormally. 

See report attached. 

Best regards,

Igor

[BrusC_Intel]

Hello, Igor_P.

Please allow me to investigate if there is anything else we can try and I will contact you back as soon as possible.

Best regards,

Bruce C.

Intel Customer Support Technician

[BrusC_Intel]

Hello, Igor_P.

Thank you very much for your patience.

There are no additional steps we can provide for this particular scenario to try to recover the drive.

Is it still possible for you to go back to the store/website where you bought the device for a replacement? There is no reason for the drive to be in that state if you bought it brand new, so we would recommend reaching out to them. Please let me know.

I will follow up on April 5th or we can schedule a different date if necessary.

Best regards,

Bruce C.

Intel Customer Support Technician