Solidigm

pebo · ‎02-15-2019

I have two Intel SSD DC S3500 80GB and both are degraded. They have only been used occasionally and have not been switched on for several months now.

The SSD are unusable today. How solve this issue?

Export from toolbox is attached.

DiegoV_Intel · ‎02-15-2019

Hi pebo,

Thank you for the quick response.

I checked the files attached and indeed, the drives are currently in a disable logical state.

Unfortunately, there is no way to recover the drives from this state. There is a possibility though, that by updating the firmware version, the drives may be recovered.

The current firmware version your drives have is the D2010370, however the latest version is the D2012370. Having said this, please try to update the firmware using the Intel® SSD Data Center Tool using the following command: isdct load -intelssd <index_number>

If you get an error, or if you are able to update the firmware but the issue is not fixed, then there is nothing else we can do to try to recover the units.

In this scenario, the only recommendation I can give you is to contact the Warranty Support Team for a warranty resolution. Please go to the following site to open a service ticket: https://www.intel.com/content/www/us/en/support/contact-support.html#@3. You have to select under Hardware, the Memory and Storage option and then create an Online Service Request.

Make sure to add the proof of purchase of these units since the Warranty Support Team will ask you for it. You can also refer to this community thread where we have done the troubleshooting process.

I hope you find this information useful.

If there is anything else I can help you with, feel free to ask.

Have a nice day.

Regards,

Diego V.

Intel Customer Support Technician

Under Contract to Intel Corporation

View solution in original post

DiegoV_Intel · ‎02-18-2019

Hi pebo,

Thank you for the update.

I understand how you feel, however considering the current status of your drives, I highly recommend you to contact the Warranty Team as I mentioned in my previous post. I understand that you cannot send the units because they contain sensitive data, however the Warranty Team may offer you additional options that you may find helpful considering these circumstances.

Unfortunately, when a drive gets a disable logical state, there is no way to recover it. Sometimes a firmware update may fix and recover the drive, so we recommend it in case the firmware is not updated, but if it doesn’t work, we advise to contact the Warranty Team to get additional options.

Regards,

Diego V.

Intel Customer Support Technician

Under Contract to Intel Corporation

Solidigm

Problem with S3500 SSD