11 Replies Latest reply on May 17, 2018 10:38 AM by Intel Corporation

    After updating IRST software, Windows won't boot?

    rhatch

      Hi everyone,

       

      After updating IRST software, My windows 10 desktop computer won't boot.

       

      I 'm using IRST to manage my RAID 1.

       

      Thanks for any help you can give me.

       

      Rich

        • 1. Re: After updating IRST software, Windows won't boot?
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello rhatch,

          I understand that you are facing booting issues on your system after updating Intel® Rapid Storage (Intel® RST)

          In order to assist you can you please provide us with your system model and brand?

          Do you remember which version of RST did you update, or which one was installed before the update?

          Have you tried any specific troubleshooting?

          I hope to hear from you soon.

          Best Regards,

          Diego S.

          • 2. Re: After updating IRST software, Windows won't boot?
            rhatch

            Thanks Diego for trying to help me!

             

            In order to assist you can you please provide us with your system model and brand?

             

            CyberPower PC  - built your own PC.

            Motherboard       - MSI X99S Gaming 7 4 way Crossfirex

            Hard Drive          - 2 TB SATA III

            CPU                    - Intel I7 - 5930k processor

            Raid                    - RAID 1 Mirroring

             

            Do you remember which version of RST did you update, or which one was installed before the update?

            I don't remember which one was installed before the update. I did go to the MSI website to download the correct files for the MSI X99S Gaming motherboard which I think this is the one I downloaded and Installed, since the install I can't boot to windows 10.

             

            Intel Rapid Storage Technology Driver

            Version

             

            14.8.0.1042

             

            Release Date

             

            2016-05-11

             

            File Size

             

            13.93 MB

             

            Have you tried any specific troubleshooting?

            1. I was afraid to do any thing because I don't want to lose the data on my Raid Drive.

            2. Since I couldn't get into windows, Windows try to do it own repair and said it can't repair the problem.

            3. When I tried to view the c: from the command prompt it has a file size of 329 MB and not the 2 TB I expected.

            4. This morning I found the original motherboard driver that came with the system. I feel, If I could access the hard drive, I could copy the correct Intel RST files to the correct folders the system might start back up.

            Also, I noticed in the BIOS setting, the SATA mode was set to AHCI and not RAID. I did change it to RAID to see if it would boot but it did not boot up.

             

            Thanks for your help, If you could help by Phone, I would really appreciate it.

             

            Richard

             

            • 3. Re: After updating IRST software, Windows won't boot?
              rhatch

              Hi Luis,

               

              I think I might have install the wrong software. I install the Intel rapid storage technology software and I should have installed the intel Matrix storage manager.

               

              Is there a way to remove the intel rapid storage technology software and reinstall the intel Matrix storage manager?

               

              Thanks

              Richard

              • 4. Re: After updating IRST software, Windows won't boot?
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello rhatch,
                Thank you for you response.
                We are currently performing further investigation regarding you case based on the details provided by you.
                This may cause a brief delay between our answers; however I will reach you back as soon as we have an answer.
                Thank you for your patience.
                Best Regards, 
                Diego S.

                • 5. Re: After updating IRST software, Windows won't boot?
                  rhatch

                  Hi Diego,

                  Are you working with Luis regarding my IRST issue? (After updating IRST software, Windows won't boot?)

                   

                  Richard

                  • 7. Re: After updating IRST software, Windows won't boot?
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello rhatch,

                    Thank you for your patience.

                    In this case, at the moment I am the only one handling this case along with our team in order to perform research about your issue.

                    May I know, do you have any other ticket or any other case through our support?

                    I can see that you mentioned an agent called Luis, however is not part of this support ticket.

                    Based on the brief description of your case, your machine was not booting, however I can see that you sent a report and scan of your system, is that issue solved?

                     Is the computer booting?

                    I hope to hear from you soon.

                    Best Regards,

                    Diego S.

                    • 8. Re: After updating IRST software, Windows won't boot?
                      rhatch

                      In order to send you the report and scan of my system, I purchase two new drives and was able to use an older backup I had  to get my system backup and running, but my data is  very old and not current. Is this a way to mount the two drives and pull the current data off those drives or is their a way to remove the new IRST software  I installed and revert it back to the one I had before this issue started.

                       

                      I can't believe all this happen because I updated my IRST software.

                       

                      Luis sends me e-mails but they don't show up on you community support group page. I hope he is agent of Intel. I will send you a copy of his response, please see below.

                       

                      Hello,

                       

                      An update was made to service request 03397537 on May 14, 2018

                       

                      Let me gather more information in order to find out which RST version you should installed with the new 2 drives you bought.

                       

                      Install the application Intel® System support utility https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

                       

                      Scan your computer with Intel® system support utility and send back the .txt file. First click scan, wait for a moment, you should see two views on the upper left hand: Summary -detailed inside the app, change to detailed view & save the file.

                       

                      Please attach it to the case.

                       

                      Regards,

                      Luis Gustavo A.

                       

                      Sign in to view and update your request or to get additional information. You can also reply to this email with questions or comments.


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                      • 9. Re: After updating IRST software, Windows won't boot?
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello rhatch,
                        Thank you for your response
                        We currently have three cases under your name regarding the exact same issue, 2 of them are handled by the community support, one of them directly through our email and phone support. In order to expedite your request please stick only to your original case number 03397537 handled by Luis Gustavo A., one of our representatives from chat and phone support, so we can assist you further and faster.
                        Best Regards,
                        Diego S. 
                         

                        • 10. Re: After updating IRST software, Windows won't boot?
                          rhatch

                          Luis's last response was as follows,

                           

                          1-Attempt to access the RAID drives information from a separate supported PC.

                          2- Seek assistance at a local computer shop, that would help with recovery data tools or with the drive manufacturer.

                           

                          My response back to Luis was as follows.

                           

                          How do I attempt to access the RAID drives information from a separate supported PC.

                           

                          1. Does separated PC have to use RAID?
                          2. Can I just add it as a SATA drive to the other PC?
                          3. Can I  plug it into a USB docking station and will this work?

                           

                          As you can see I’m not familiar with doing this.

                           

                          Also, I purchase two new drives and was able to use an older backup I had  to get my system backup in running, but my data is older and not current. Is this a way to mount the two drives and pull the current data off those drives?

                           

                          I tried connecting my RAID drive to another PC and couldn't view any of the data. I also tried using the USB docking station and that didn't work either, I still couldn't view the data. I think this is because the I connected the RAID drive to a SATA PC Non-RAID so it could view the data.

                           

                          I think Luis has giving up on me because he never response to my last e-mail and his last comment said  Seek assistance at a local computer shop.

                           

                          I keep asking everyone the following questions but no one answers my questions? See below.

                           

                           

                               1) Is there a way to mount the two drives and pull the current data off those drives?

                               2) Is their a way to remove the new IRST software  I installed and revert it back to the one I had before this issue started.

                           

                           

                           

                          Diego Please don't give up on me, I need help. Is there another level of support that would be available to me?

                           

                          Thanks for your help!

                          • 11. Re: After updating IRST software, Windows won't boot?
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello rhatch,
                            Thank you for your response.
                            I have sent a private message, please take a look at your inbox.
                            Best Regards,
                            Diego S.