Hello Paul,
Thanks for your email. I am sorry to hear about the issues you are having.
Before you return the drive to us, I would like to offer some trouble shooting steps to help get your drive recognised again. In some cases it is possible to restore an SSD to full functionality simply by reconfiguring it, and we want to ensure that we don't put you through the inconvenience of an unnecessary RMA.
In most cases, your SSD can be returned to normal operating condition by completing a power cycle. This resets the firmware in the SSD to allow it to be detected again. No data is lost during this process and it will take approximately one hour to complete.
Simply follow the steps from this Crucial.com Knowledge Base article:
http://forum.crucial.com/t5/Solid-State-Drives-SSD-Knowledge/Why-did-my-SSD-quot-disappear-quot-from-my-system/ta-p/65215On occasion it is also possible to reset the controller inside the SSD by performing a firmware update. The firmware update tool may detect the SSD even if the power cycle has not worked successfully. You can find details on the update process here:
http://uk.crucial.com/gbr/en/support-ssd It is also possible to experience an issue with an SSD in AHCI mode when using Intel drivers. These issues can range from random crashes to the drive not being seen.
In most cases the problem can be resolved by switching to the Microsoft drivers. To do this, open the Device Manager (type Device Manager into the search field) and expand IDE ATA/ATAPI controllers.
You will see a few entries and if you are using the Intel drivers in AHCI mode, you will see one starting with Intel and containing AHCI, e.g. Intel(R) ICH10D/DO SATA ACHI Controller
Right click on this and select Update Driver Software..., then select Browse my computer for driver Software. In the next screen select "Let me pick from a list of device drivers on my computer".
In the list under Model, you will see the current Intel driver as well as the Microsoft one, called Standard AHCI1.0 Serial ATA Controller. Select that one and click Next.
The Microsoft driver will now be installed and you will need to do a restart for the changes to take effect.
If you are still experiencing problems after making this change, please let us know. To help us establish the cause of the issue and gather the details we need, could you please confirm as much of the information below as possible:
- Your name and full address:
- If you did not purchase the drive on Crucial.com, please provide us with a proof of purchase from the original vendor.
- What is the SSD part number printed on the sticker (starting CT):
- What Firmware version is printed on the sticker on the drive?
- Have you upgraded this and if so, what is the current version?
- Serial number/date code from the sticker on the drive:
- What specific issues are you having? Drive not picked up.
- Tell us of any troubleshooting steps you have attempted prior to contacting us:
- When did the problems first occur?
- The exact system or motherboard model the SSD is used in:
- Have you tried it in another system?
- Operating system:
- Have you tried different SATA cables and ports on the motherboard (Desktop users only)?
- What BIOS SATA mode are you using (IDE/ AHCI/ RAID)?
- Have you posted on our Crucial Community Forum about this? If so, please provide the link to your post:
Once we know the above information, we can either provide a solution or give you instructions on sending the drive back to us.
If I can be of further assistance or you have any other questions, then please do not hesitate to contact me.
Kind regards,
Kevin Seenan
eCommerce Sales and Support Agent
Tel: 0800 013 0330
Fax: 0800 013 0336
mailto:crucialeusupport@micron.com
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