SSD 850 Pro Boot Problem

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jarez10

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Dec 28, 2012
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Hi,

I have been using my 850 Pro SSD, it has been absolutely fine until I was notified from Samsung magician this morning that an update was available for the drive, so I carried out the update and then it said update failed, I didn't think much of it until I restarted my computer.

Major problem, it failed to recognize the drive at all its label was just random letters!
I am an experienced computer user however I don't like to mess around with Bios settings, so I didn't. Instead I took to computer repair shop and then he told me that it was completely corrupted, he said it was beyond repair.

Does anyone know of anything else I can do/try which may recover the data or restore the drive back to its normal operation? Even though this may be unlikely I would greatly value any opinions and advice anyone could offer.

I am very desperate to recover the data and save all the hassle of dealing with retailers, Samsung and the sleepless nights reinstalling all my programs.

Thank you



 
Solution
cemerian
the drive could probably be recovered by using another drive for os and using samsung magician in windows or any tool that detects it, try to update again or restore previous firmware,do not format it first, your drives firmware probably got corrupted during firmware update/restart process so as for recovering your data goes... i can only wish you the best as i am uncertain if it's doable at all, even so if it isn't covered by warranty it will cost more than a new high end system would, couple of years ago hdd data recovery costs where around 1,k-2k
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the drive could probably be recovered by using another drive for os and using samsung magician in windows or any tool that detects it, try to update again or restore previous firmware,do not format it first, your drives firmware probably got corrupted during firmware update/restart process so as for recovering your data goes... i can only wish you the best as i am uncertain if it's doable at all, even so if it isn't covered by warranty it will cost more than a new high end system would, couple of years ago hdd data recovery costs where around 1,k-2k
 
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Solution
Hi Jarez,

I have exactly the same problem. There was something wrong with this firmware update. I am in South Africa. Samsung needs to provide a solution. I am trying to escalate this issue because finding help on Samsung's web site is almost impossible. It is almost as if they do not want you to contact them with support issues. Samsung support here in South Africa referred me to Seagate. Seagate support said they cannot assist and recommended that we phone the following number 00800 80108011. This looks like a European number. Please post back if you find a solution I will do the same.
 
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I know this won't be of any comfort to you at this point-in-time but in the future unless you're experiencing the precise problems or issues that the manufacturer states the firmware update is addressing, avoid installing any firmware updates (involving any component) for at least 3 months after the update has been released by the manufacturer. We've learned from bitter experience that the initial release of firmware updates can sometimes be problematic. It's not the usual situation, of course, but it does happen (as it happened to you and to us and to others) and there can be substantial difficulties (not always successful) in returning the component to its former state.

Anyway, here's a link to Samsung contact numbers, email address for support, chat line, etc. They're Samsung U. S. support numbers and I take it you're not in the U. S. but hopefully you can make contact with them to get the problem resolved in one way or the other.
http://www.samsung.com/us/support/owners/product/MZ-7PC064D/AM


 
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Hi ArtPog,

Thanks for your reply. Although I agree with what you are saying the Samsung FAQ on these devices states clearly - "Samsung recommends the users to upgrade to the latest version of firmware. Please update your firmware when a new version is available." http://www.samsung.com/global/business/semiconductor/minisite/SSD/global/html/support/faqs_01.html
I have also tried contacting the Samsung US chat line. They refuse to help if you are not in the US.
The other important point to keep in mind is that these updates are forced on users via the tray icon notifications.

 
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I have been hit by the same issue as well. I only bought it last month!

Luckily I bought it from Amazon so I will likely get a refund and quickly however I have lost Windows 8.1 (I no longer have a thumb drive big enough for it since installing and no disc drive), Maya 2015, Alias Design, CES materials library and Creo Parametric. over a grand worth of software due to faulty drivers.

I'll see what support has to say.
 
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Hi Jean,

Have you tried calling the number, I am beyond frustrated.. I have been to a repair shop I dont know if there is actual damage to the hardware? I.e over voltage applied to NAND cells in which case completely fried. I hope not!

You are correct I cannot find a contact number for samsung, speaking to the repair guy he said it would take up to a month to send a new one. However I have been in contact with amazon, I have spoke to them they have agreed to replace the drive free of charge. Although I am not ready to go through with this until I am certain the drive is beyond repair since i dont want to send off my drive to amazon and then realising that it can actually be recovered due to some simple fix (hopefully)?

Has anyone actually tried cemerians attempted fix (2nd post), plugging into another computer with Samsung Magician.

With regards to the programs and work present on my computer it is close to irreplaceable.

and also Jean the repair guy tried to have a go at me for updating it as well, as you mentioned the update is practically forced on users and common logic would imply to install the update to increase the stability/performance of your drive. Coming from the top of the range manufacturer you would expect absolute trust in the updates they release, which I have.

I have also only had the drive since December so only had for 3 months.

I look forward to hearing from everyone.
 
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Hi Jarez,

I did not call the number because the US online chat support said they cannot assist if you are not in the US. I therefore assume that I will just be wasting my time and money on an international call. I have managed to get hold of a Samsung representative here in South Africa via our hardware distributer. He will try and drive the issue for me. It would make sense for those affected (from the Europe area) to contact 00800 80108011. If you are in the US you can try 1-800-732-4283. The problem with replacing the drive is that you will experience the exact same problem if that firmware update is applied again. Samsung needs to withdraw that update and they need to provide a fix. There must be a way to restore/repair the firmware, however the ISO and files currently available on the download site for the 850 PRO will not do it.

Samsung magician does not detect that drive in another computer.

I have worked in large enterprise environments where firmware, security and software updates get packaged and distributed via systems management infrastructure and this is really shoddy quality assurance work.

The drive in question is 2 weeks old. Very frustrated .....
 
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Hi Jean,

I have just called the 00800 number and their helplines are closed. they open at 7:30am to 4:00 pm GMT. There is no way of getting into contact with an assistant until the helplines open tomorrow morning. and this number is a European help centre. Yes I see what you mean Samsung need to withdraw this update and simply buying a new SSD or replacing will not do the job it will just corrupt again, this update is clearly not compatible with this architecture.

and with regards with plugging the SSD into another computer, what was visible specifically? if anything?
 
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I just done the same forced by Samsung magician.
I'm in Luxembourg, EU service center for Samsung is Hamaro (http://www.hanarocom.com/)
They know this issue and they awaits for statement from Samsung (began with firmware EXM02B6Q - which is now deleted fromtheir webpage)

Anyhow I'm IT with more than 15y experience...
Firmware is fried - and if Samsung don't provide special software for it (I don't think it will work as BIOS/UEFI recognition is needed - which is failing).

Anyhow IT IS POSSIBLE TO RECOVER THE DATA.

Just use USB-SATA CONVERTER.
On my 1TB SSD I was able to recover all important DATA (data partition is not broken).
2015_02_23_17_30_14_W_a_ciwo_ci_Dysk_lokalny_D.png


Take a look what magician is showing for 1TB SSD on USB interface
Bez_tytu_u.png
 
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I spoke to US support @ 1-800-726-7864, prompts 1, 1, 4, 5, 1.

They are aware of the issue and are currently looking in to it, since the FW was released today on Magician. They are setting up a warranty exchange for me.

Also, they said it seems to happen when updated through Magician. Anyone who reads this, try updating through the bootable DOS, not Magician.
 
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Hi Gabriel,

Thanks for the input, this looks promising so it appears that the drive can be salvaged. I do not need to salvage the files, since these are backed up just the entire operating system with all the program packages installed that is the important part. It will be a headache getting programs re licensed especially through the university...

and you believe that there is no damage to the hardware due to this firmware update? just a problem with the BIOS handshaking/communication with the operating system?
 
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Hi Jarez,

To answer your questions - I did not want to tamper too much with the drive in this state. I simply connected it to a SATA port in another system and I could only see a drive of 128 GB in size. As Grabjel mentioned above, you can try connecting this drive to a USB port using a USB-SATA adapter. This is also illustrated in the documentation which came boxed with your SSD. I would however rather wait for SAMSUNG to come up with a fix. Keep in mind that it is clearly in their best interest to do so. If they cannot do this, they will have to exchange many of these drives under warranty - a costly exercise. I see that they still have the links which contains this firmware update (EXM02B6Q) active on their web site - http://www.samsung.com/global/business/semiconductor/minisite/SSD/us/html/support/downloads.html. For those tempted to run this update, I would say beware and do so at own risk, unless of course you enjoy pain and have lots of time to waste.

If they provide a solution, you can create a Windows image when your drive is accessible. In Windows 8.1 you can do this by going to Control Panel\System and Security\File History. Connect a USB drive with enough storage space to your system and wait for it to be detected. Once detected you can click on System Image Backup in the bottom left corner of the window.
 
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I belive that hardware is untouched... anyhow - size of disk decreased on USB (I had per recommendation of Magician 10% spare space - and this space is gone on USB...). Also have some issues reading data from some folders.
I'm using Dell E7440 with UEFI and secure boot so I don't have a lot options to fix it.

Next I would say that a software fix maybe unavailable - due to failure of firmware - cases:
1. NOT - FOR ME: if you can boot (from other disk/stick/cd/etc) with the disk attached to SATA port and you see real size of the disk - then yes you are on the good way to recover the disk.
2. FOR ME if you can't boot with it connected to SATA - but You can see it on USB - then maybe
3. NOT FOR ME - if you can't see the disk at all then it is just RMA... the SSD is gone...

So I will proceed with RMA to Hanaro, or I will call the for extensive solution ASAP.

I saw today that on samsung website the firmware link was gone (error 404)... then it is back. Maybe they uploaded corrupted file ?

I'm just happy that I unbitlocked the this last week - due to dual boot preparation for my ESXi Lab.
 
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Hi Gabriel,

I am quite uncertain as to whether my SSD is completely unrecoverable as you have mentioned the different degrees of damage which can be caused. I have to wait for my old hard drive and my transfer cable to be delivered before I can check for myself the extent of the damage which has been caused to the drive.
I pray it is not too far done in.
If like someone has mentioned its only a problem with the firmware, then it shouldn't be too bad right? I don't want to make assumptions but I am hoping for the best. I am no professional when it comes to this but from what it seems windows has difficulty interpreting the "stamps" on the drive such as the capacity, name etc.

I will be calling the SSD helpline tomorrow morning to see if I can get any advice or additional information. All I can say is Samsung better fix this!
 
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For Samsung:
I found the LOG of upgrade in Magician folder
USB:\Program Files (x86)\Samsung\Samsung Magician\Logs

Looking inside the log:

C++: 
23022015/09:49:11:699:	ERROR	FWUPDATE	1907	CFWUpdateInterface::DiskFWDownloadMicrocode	Failed to download firmware chunk 2047 of 2048, aborting the operation now!. ErrorRegister=-1.
23022015/09:49:11:699:	ERROR	FWUPDATE	1937	CFWUpdateInterface::DiskFWDownloadMicrocode	Unable to download firmware for disk 0.
23022015/09:49:11:699:	ERROR	FWUPDATE	2107	CFWUpdateInterface::ExecDownloadFirmware	Firmware update failed: -1
23022015/09:49:11:699:	ERROR	FWUPDATE	2254	CFWUpdateInterface::DownloadFWOnWindows	Firmware download operation failed on [removed]
C++:

firmware file was corrupted...
So sure - it is not user fault (as suggested by support today on a phone call).

I don't think that this could be easy repaired without special software tool (or hardware access to chipset/memory of SSD) which will enforce firmware upload to SSD
 
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Hi everyone,

So just got off the phone with European assistance located in the Netherlands. She said at the moment they are working on a fix, and the best thing we can do is to wait for Samsung to release a statement for a course of action .

The only repair centre in Europe is located in the Netherlands authorized to carry out repairs on ssd's. So I hope that when they release a fix if it is not user do able, Samsung will collect up ssd's and repair very hopeful I know. But as you know it would be in their best interest to resolve. 

As a user I am going to go back to using my old hard drive until this problem is resolved and the 850 pro is fully functional again. 

I am reluctant to fiddle with firmware and booting options since I have never had to interfere with that before and it could quite easily backfire. 

 All in all nothing the users can do at this point but wait, this is the safest option. Ring the helpline and ask them to take your email address and contact you with any news .

Likewise I will post if I hear anything . 

Sent from my HTC
 
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Samsung fucked something up🙂 i have the same problem. I have 2 hhd on my computer. Number1 is a ssd (samsung) and numder2 is a hhd.
When i take the samsung 850 pro out it still shows in bios as number2?
 
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That might be caused by something else.
 
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Maybe. But worked fine until yesterdays firmware update.
 
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Ok so I just got back my old hard drive and plugged in my SSD.

Doesnt look too good, it incorrectly reads the capacity and everything else about the drive is pure gibberish.
Also I cannot look into the files on the drive due to an I/O error in Windows, if anybody else has encountered this do you know how to get around it? If possible. Bare in mind I am reluctant to do anything in Windows like ChkDsk since my life is hanging by a thread.

Also I did not update my samsung magician before I plugged it in.

Thanks
 
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I also got hit with an email to install new firmware. Wiped the drive . It took 4 hours to finally get a person to talk to. I was very upset that they offered only reconditioned drives as a replacement. My drive was only 4 months old. I think we should be careful in accepting anything but a new drive. I'm no expert here but does a SSD not like continual read writes. If I get a reconditioned drive would I be getting a drive with a shorter life.
 
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Hi Cshnier,

Reconditioned drives is nowhere near anything to settle for, in fact they should be giving you something more. Do not send in your drive or get rid of it. There is still a chance the data may be recoverable (hopefully as always).

From my knowledge its the communication/controllers of the drive which are damaged, at the moment there is no way of knowing if the data on the drive has been affected because of this. People earlier in the post have said that they were still able to get files of the drive which indicates that the files system hasnt been damaged greatly to an extent.

However there are different degrees of damage to the controllers, in my case I cannot access anything on the drive due to an IO error, this may be repairable if Samsung come up with a fix, again im being very hopeful.

With regards to Samsung actually coming up with a fix, I think they will try something at least. The cost of them replacing all these drives would be monumental, bearing in mind the 850 Pro is the top of line Samsung SSD (most expensive) from what I can remember.

Go back to using your last working hard drive or something, that would be my advice. And if you want to speak to a samsung representative quicker ring in the morning, when the lines open.
 
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