14 Replies Latest reply on May 11, 2016 7:12 AM by Intel Corporation

    "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD

    ACDC

      I am running a Samsung 850 Evo 1TB and an Intel 730 SSD 240GB on an Apricorn Velocity Duo PCIe card on a Dell Precision T7810 workstation running Windows 10 64-bit. The Samsung 850 Evo is set up as the C drive and the Samsung Magician software is able to manage this drive just fine. I just installed the Intel 730 drive as an additional drive. I have not set up any partitions on this drive yet. I intend to use the 730 for paging/swap partitions for a few VMware Workstation 12 Pro virtual machines.

       

      I installed the latest Intel SSD Toolbox (version 3.3.4). However, when I launch the toolbox, it always presents the message "Intel SSD Toolbox has stopped working." My Windows OS is up to date. There are no pending updates. I am using Norton Antivirus (Norton Security with Backup) if that matters.

       

      I am unable to run the Intel SSD Toolbox. Please help!

        • 1. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
          ACDC

          Forgot to mention that both Samsung Magician and CrystalDiskInfo are able to see the Intel 730 SSD and report SMART attributes. Windows Disk Management tool is able to see this drive as well. However, I can't get the Intel SSD Toolbox to launch successfully.

          • 2. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
            nestor_intel

            ACDC,

             

            We understand the Intel® Solid State Drive Toolbox does not work after installation. We have tried the program in our lab with different operating systems (Windows 7*, Windows 8.1* and Windows® 10) and it worked fine.

            Did you try the executable file download? Or did you also try downloading the zip file?

            Just in case, here is the link to get both files: Download Intel® Solid State Drive Toolbox

             

            Please let us know for any updates.

            • 3. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
              ACDC

              Nestor_Intel,

              Thanks for the reply. I downloaded and installed the exe version. When it gave an error message upon launch, I read others reporting similar problems on this forum and did what Intel normally suggests - I uninstalled the Intel SSD Toolbox, applied any pending Windows updates, and reinstalled the Toolbox. However, nothing changed. I'm still unable to launch the Toolbox successfully.

               

              I'm sure you have tested it in the lab on various OS's. However, there could be other parameters causing the problem. For instance, have you tested with the Intel SSD not as the C drive? Have you tested with another manufacturer's SSD (Samsung EVO appears to be the most popular consumer-grade SSD) as the C drive and Intel SSD as a second drive? Have you tested with no partitions on the Intel SSD? Have you tested with an Apricorn Velocity Duo PCIe card for mounting the drive in a PCIe slot? I can think of many other scenarios that you possibly didn't test in the labs. I need help. Let me know what information I could provide to assist with your analysis.

               

              BTW, the Samsung EVO SSD (and the Samsung Magician software) works like a charm as the first or second SSD on an Apricorn Velocity Duo installed in a Dell Workstation T7810 running Window 10. Samsung Magician is able to see the Intel 730 SSD as a second drive but, of course, it can't manage the Intel SSD. I'm not able to launch Intel SSD Toolbox to manage the Intel SSD.

              • 4. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                nestor_intel

                ACDC,

                 

                We have tested all those scenarios and in our side it works fine. Is there any way you may check for logs or event viewer as this situation is not happening in our systems. Also, have you tested in a different system?

                • 5. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                  nestor_intel

                  ACDC,

                   

                  Could you please check your private message?

                  • 6. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                    ACDC

                    nestor_intel,

                    I responded to your private message last week but haven't heard back from you. Please respond to my PM. Regards.

                    • 7. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                      nestor_intel

                      ACDC,

                       

                      We apologize for the delay, we have responded your private message.

                      • 8. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                        ACDC

                        Nestor_Intel,

                         

                        No problem. I installed and tested v3.3.3 of the Intel SSD Toolbox and now I have a different problem. On Quick diagnostic scan and full diagnostic scan screens, I see the message "The Intel SSD Toolbox cannot communicate with the selected Intel SSD. Consider changing to another storage driver compatible with your system and try the tool again."

                         

                        Please see my private message for further details

                         

                        Regards

                        • 9. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                          ACDC

                          Hi Nestor_Intel,

                          I just noticed that Intel released version 3.3.5 of the SSD Toolbox. I tried this version and now I'm back to square one. I have identical results as with version 3.3.4 (Message on Toolbox startups stating "Intel SSD Toolbox has stopped working.") With the earlier version - v3.3.3, I was able to launch the SSD Toolbox but it couldn't communicate with the SSD. With 3.3.4 and 3.3.5, I can't launch the Toolbox successfully. As you suggested in a private message, I've already checked that none of the IRST drivers are loaded. Any other ideas?

                          Regards

                          • 10. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                            nestor_intel

                            Hi ACDC,

                             

                            We would like to gather more details about this situation, could you please let us know the specs of your system? (Try to be very specific about the components).

                            Once we have detail information of your system, we will double check here and hopefully we can find a solution right away. We are going to test this new version as well here in our lab with different scenarios.

                            • 11. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                              ACDC

                              Hi Nestor_Intel,

                               

                              Here is all the relevant system information as reported by Belarc Advisor software.

                               

                              Dell Precision Tower 7810 Workstation

                              Windows 10 Professional (x64) Version 1511 (build 10586.218)

                              Boot Mode: UEFI with Secure Boot disabled

                               

                              Board: Dell Inc. 0GWHMW A00

                              Bus Clock: 100 megahertz

                              UEFI: Dell Inc. A09 09/26/2015

                               

                              Processors

                              2.40 gigahertz Intel Xeon E5-2630 v3

                              512 kilobyte primary memory cache

                              2048 kilobyte secondary memory cache

                              20480 kilobyte tertiary memory cache

                              64-bit ready

                              Multi-core (8 total)

                              Hyper-threaded (16 total)

                              Empty processor sockets: 1

                               

                              Memory

                              32692 Megabytes Usable Installed Memory

                              Slot 'DIMM1_CPU1' has 8192 MB

                              Slot 'DIMM3_CPU1' has 8192 MB

                              Slot 'DIMM2_CPU1' has 8192 MB

                              Slot 'DIMM4_CPU1' has 8192 MB

                              Slot 'DIMM1_CPU2' is Empty

                              Slot 'DIMM3_CPU2' is Empty

                              Slot 'DIMM2_CPU2' is Empty

                              Slot 'DIMM4_CPU2' is Empty

                               

                              Drives

                              PLDS DVD-ROM DS-8DBSH [Optical drive]

                              INTEL SSDSC2BP240G4 [Hard drive] (240.06 GB) -- drive 2, s/n ****, rev L2010420, SMART Status: Healthy

                              LSI MR9260CV-8i SCSI Disk Device (6000.06 GB) -- drive 0, s/n ****

                              Samsung SSD 850 EVO 1TB [Hard drive] (1000.20 GB) -- drive 1, s/n ****, rev EMT02B6Q, SMART Status: Healthy

                               

                              Bus Adapters

                              AVAGO MegaRAID SAS Adapter (LSI9260CV-8i)

                              Marvell 92xx SATA 6G Controller (Acronis Velocity Duo x2)

                              Microsoft Storage Spaces Controller

                              Intel(R) C610 series/X99 chipset USB Enhanced Host Controller #1 - 8D26

                              Intel(R) C610 series/X99 chipset USB Enhanced Host Controller #2 - 8D2D

                              Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)

                               

                              Multimedia

                              NVIDIA High Definition Audio

                              Realtek High Definition Audio

                              USB Audio Device

                               

                              Display Adapter

                              NVIDIA Quadro K4200

                               

                              The Samsung 850 EVO SSD and the Intel 730 SSD are both installed on the Acronis Velocity Duo x2 PCIe card. The Samsung SSD is in the first position and the Intel SSD is in the second position on this PCIe card. The Samsung SSD is set up as the C: drive (the boot drive). The LSI MegaRAID card is running a RAID5 array of hard disks. I plan to use the Intel SSD as a swap partition / virtual memory for several virtual machines under VMware workstation.

                               

                              Let me know if you need any additional information.

                               

                              Regards

                              • 12. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                                nestor_intel

                                ACDC,

                                 

                                It seems the situation with the program is communicating with the Acronis Velocity Duo X2 PCIe card and not directly with the SSD, in order for the Intel® Solid State Drive Toolbox to communicate with the SSD it is required to be connected (In your case) to the SATA port in the motherboard.

                                 

                                It may be possible you can verify if there is an update for the PCIe card and work, but as far as we have tested, we need the SSD to be connected to a SATA port.

                                • 13. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                                  ACDC

                                  Nestor_Intel,

                                  That's unfortunate. I don't have any available drive bays to connect the Intel SSD to an onboard SATA port. All the drive bays are used up by the RAID5 array behind the LSI MegaRAID adapter. That's why I placed this SSD on the Acronis PCIe adapter.

                                   

                                  The Samsung Evo 850 SSD works very well with the Acronics Velocity Duo X2 PCIe adapter. Samsung Magician software (equivalent of Intel SSD Toolbox) is able to manage and optimize Samsung SSDs installed on the Acronis PCIe adapter. You stated in your earlier posting of April 8 that Intel has tested all scenarios I listed (which included the Acronis PCIe adapter.) Now you tell me that it's not supported. I'm now past the return window for the Intel SSD. I'll have to sell it at a loss on eBay and purchase a second Samsung SSD instead. Too bad.

                                  • 14. Re: "Intel SSD Toolbox has stopped working" with Intel 730 240GB SSD
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    ACDC,

                                    The scenarios we tested were always SSDs connected directly to the motherboard, we apologize for our misunderstanding.

                                    We will gather this situation as feedback to improve the communication with our SSDs.