Troubleshooting Recognition Issues for Intel® Solid State Drives

Documentation

Content Type Troubleshooting

Article ID 000005872

Last Reviewed 10/06/2020

See the troubleshooting tips below if your computer doesn't recognize an Intel® Solid State Drive (Intel® SSD).

Notes

Back up your data if the solution requires you to run a low-level format. Running the low-level format erases all data stored in the Intel® SSD.
See the Drive Detection and Performance Troubleshooting Wizard for Intel® SSDs, Intel® Optane™ Memory, and Intel® SSD Tools for interactive assistance.

System doesn't recognize Intel® SSD

Check your hardware

Make sure all cables and ports are clean, dirt-free and are not damaged.
Try different cables and ports.
If possible, test a known working drive on current port.
Make sure the drive is connected directly to the motherboard. (Intel® SSDs connected by an adapter/dongle/enclosure could cause the drive to not be detected in the OS and the Intel® SSD Toolbox).
For AIC (add-in cards) try to reseat the drive.

Note Moving the AIC to a slot closer to the CPU can be tried as well.
For PCIe* NVMe devices, confirm the compatibility and proper ports with the motherboard/system vendor.
If there is another system available, check the SSD in that system to see if the results are the same.

Check your system BIOS

Make sure the motherboard is running the latest BIOS. Check with the motherboard’s manufacturer in order to download the latest BIOS for the board.
Make sure the BIOS setting is properly set, especially the SATA mode setting.

Latest drivers and firmware

If the SSD is NVMe* then make sure it is running the latest NVMe drivers.
Windows* only: View Client SSD NVMe drivers and Datacenter NVMe drivers SSDs.
Make sure the SSD is on the latest FW by using the Intel® SSD Firmware Update Tool. A useful Intel® SSD Firmware Update Tool User guide is available.

Note If you purchased your device from an original equipment manufacturer (OEM), check with your vendor for the latest firmware for your device

Error occurred during the operating system installation

Make sure the operating system installation boot media is in good working condition/not damaged.
Use Secure Erase in the Intel® SSD Toolbox or do a low-level format. Try the installation again.

Note For SATA drives, Secure Erase in the Intel® SSD Toolbox is only available on the Windows 7* operating system. This functionality is blocked by the OS on later versions.

Find tips and troubleshooting resources for Intel® Optane™ memory.

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