HP EX920 1TB died/not working anymore

[Ryzeki]

I bought and installed an SSD EX920 1TB NVMe drive on my new MSI GS75 laptop, and it was working fine for a while, but yesterday, out the blue, the laptop would not boot anymore and when I checked in BIOS, the drive was not found/seen anymore. It doesn't get recognized on any machine, on any port that I have tried. It simply died off.

Where can I make my warranty valid? I can't find the product page for this device, the part and serial number (2YY47AA#ABC) don't show up at the HP page and I can't get any contact where I can ask for a replacement. 

What can I do? I bought it from Amazon (J Electronics) and they said I need to take it with the manufacturer. But it seems HP does not even acknowledge the device?

[Huffer]

The product is not made by HP. See here. Its got HP's logo but sold by a company called 

S3plus Technologies SA 

which issues the warranty:

https://ssdhp.com/warranty/

[Ryzeki]

Thank you for the reply. After searching I found the same page you posted here. Even though HP did not manufacture the SSD, it has its logo, and warranty notice inside its box, why whould they put their warranty paperwork if they will not held it valid?

Anyways, I will try to contact S3plus to make my warranty claim, because this is a newly purchased SSD and this kind of experience is just jarring. I don't "mind" that the SSD died, it happens, but its ridiculous how difficult it is to use warranty when the store sends you to the "manufacturer" and the manufacturer says this product doesn't exists, made by someone else.

Anyways no use in complaining right now, gotta get this SSD fixed! 

[Huffer]

For the benefit of the Forum let us know how your efforts go. I think HP may have appointed S3plus as its agent for warranty claims as it does seem to be something HP should underwrite but who knows how business is done these days. Yours is the only such issue I have ever seen here and it would be good to be able to adivise others if it comes up again. 

[Ryzeki]

Yes, don't worry. Once I have my case resolved I will post what happened, how one should proceed and what to expect. As far as my research took me, it seems the main issue is with this 1TB version so maybe different sizes are different manufacturers, who knows.

Thanks for reading my post and helping out.

[Ryzeki · Accepted solution]

UPDATE!

The SSD manufacturer (at least for US purchases) is Multipointe! the contact info is support@multipointe.com and I was able to send my defective SSD and they returned a new one.

The bad part is that the new one is DOA! The first one at least worked for some time before it died off but this new one is not recognized by neither port of my machine nor windows.

It's very frustrating to recieve 2 lemon products in a row. I already contacted Multipointe again and see what they say. I asked them to please TEST the replacement drive they send me now, because this is ridiculous.

[Ryzeki]

Final Post:

The replacement SSD I recieved was not defective, however there was difficulty in installing/seeing on the machine i failed. This is what happened and how I managed to get it working:

On the laptop and desktop I tried the original EX920 that failed, it seems it "left" something in the UEFI that identified the SSD but also that it didn't work. I am not entirely sure how that part works, or if the UEFI creates some sort of NVMe devices with ID or the like but here is the situation- Unpon failure of the SSD, it was no longer recognized and even froze the machines I tried to install it on. After recieving the new SSD, it was not recognized at all no matter which NVMe port I used, yet my other two SSDs worked fine on whatever port I tried. I assumed that since the UEFI did not see it, Windows did not see it and no port it worked on, that the SSD was DOA.

I, for the sake of testing and avoiding another long period of waiting for a new device, decided to try it on a third machine, a completely new machine I didn't try with the previous failed EX920. On this machine, it was recognized as an uninitialized drive and I was able to set it as a volume in windows. With this, I knew the new EX920 worked, but I still couldn't see it on the previous machines (laptop and desktop).

I tried reflashing my BIOS, changing ports, using no SSD except the new one in the machine, nothing worked... HOWEVER! I tried ANOTHER SSD besides my current boot and the new EX920, a third ssd that I hadn't used on my laptop/desktop and this time, it worked... the HP was "seen" in the UEFI, but only when I used this third ssd. Yet, if I returned my previous boot ssd, it was again not seen in UEFI nor windows.

This is what fixed it for me: Reset CMOS on my machine, insert both the new EX920HP and third/never used SSD before on laptop, boot and attempt to install windows 10 via bootable USB. With this bootable, I formated the EX920 as a bootable drive with EFI partition, Recovery PArtition and remaingin volume as the rest of the device. I did not install windows on it, just formated it.

After formating the EX920, I powered down the machine, removed the third /never used SSD, kept the EX920 installed and I reinstalled my boot SSD with windows. This time, both my UEFI and original windows installation recognized the SSD and I finally have a working machine.

I hope this helps someone that might experience weird issues with this, or any, nvme drive as an additional step to "try". As for the original purpose of the post, this was still solved by my previous post, when Multipointe was contacted and sent me a replacement drive, so this new post is not the Solution to the topic, just an update on an issue I experience and any other new user might not necesarily experience.