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bdevaux
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EX900 SSD failure

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EX900 M.2 500gb SSD
Microsoft Windows 10 (64-bit)

My SSD failed and no longer operates.  I tried the drive in multiple M.2 slots and on a second computer and it no longer shows up in windows or system BIOS.  I have another SSD which works fine.

 

As the box says it has a 3 year warranty, I am looking to get it replaced as its not very old.

 

 

6 REPLIES 6
Riddle_Decipher
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@bdevaux That does seem like a hardware malfunction if one drive works fine while this one doesn't and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

 

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

 

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

 

P.S: Welcome to HP Community 😉

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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bdevaux
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I tried to enter my serial number and model number but it is not recognizing either in the database.

 

the ssd is only a few months old so it should be in warranty.  

since it can’t find the serial number in the database, none of the online support options appear to work.

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asmita6658
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@bdevaux

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

 

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day! 

Asmita
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SethIan
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I am having the same issue.  HP Support does not recognize my serial number.

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bdevaux
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You have to contact tech support and post a message on here. Eventually one of them will get it kicked to a real person to handle the RMA. Took me about a week. 

I mailed mine back about 5 weeks ago and no update from them of where my RMA is. 

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SethIan
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Lovely.  The number i was given to call in the issue goes no-where.  Thanks for the reply, I will open a thread.  

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