02-12-2009 10:23 PM
so this is my story, please don't clog it with useless responses, as i will continue to post my progress on the issue here.
january 24th: packed up my system and computer business for moving to a new house.
january 26th: moved into said new house, move was gentle as could be, wasn't alarmed/worried about any of my equipment.
february 4th: finally have custom built desk in place and network setup, time to get my personal system working. system wont' boot windows. after restart, i see bios won't even detect drive (ST31000340AS, fw SD15). i try the drive in my wife's system, also won't detect. i try in one of customer's systems, also won't detect. i get frustrated, start research online. post on experts-exchange.com (http://www.experts-exchange.com/Storage/Hard_Drive
february 9th: get new drive, same model and firmware, try swapping logic boards, drive still does not detect. i switch them back and start browsing online, finding many forums relating to this issue, and ultimately leading me to this forum.
february 11th: research this problem for the better part of the entire working day, discovering that unless you discuss the issues with tech support, no one from the industry has put forth anything substantially easy to follow, or steps of advancement. problem being: both phone and online technical support are not working...
february 12th: restart my research, documenting what works and what does not. after calling tech support, and being on hold for a length amount of time, i get through to a lovely lady who, after explaining that i ran the serial number checker and was found to be faulty, understood the problem, but didn't know what to do. she put me on hold and researched it for a bit, checking back to make sure i knew she was still trying.
she then returned, where i had to give info on the drive, my info, etc. then she gave me the info i needed! i received a case number, was then forwarded to the data recovery team i365, and that gentleman told me what had to be done and answered the rest of my questions.
i was sent to a website to fill in the rest of the info, print off a UPS expidited shipping label (both shipping expenses paid for by seagate), and told that the total service time should take roughly 5 working days. i was quite impressed, other than the lack of online support or information, and long hold times, that i received such great help from the staff. the gentleman from i365 explained that they would not actually perform data recovery, but that they would just 'unlock' the logic board, update the firmware, and check to make sure the data and drive are back to normal. if the drive would require further data recovery, i would receive a phone call explainign the situation, and outlining some options, which would be an additional cost only at that time.
here is what you should do if lost (and drive is bricked, as in cannot update firmware):
1) go here: (http://seagate.custkb.com/seagate/crm/selfservice/
2) if it is not, sorry, lol i don't know. perhaps follow along anyways? if it is, call technical support at 1.800.732.4283, explain to the service representitive that you have a drive that you feel is faulty, that the serial checker utility did find it "affected", and that the data on the drive is important to get back. they will do their research, and forward you on. you must ask for a case ID number, as well as the phone number for the data recovery team in case you ever have to call them in the future. you will then be forwarded to the i365 team.
3) once forwarded, they will ask you to go to (https://services.seagate.com/), where you will be asked to click "SUBMIT A CASE" under the RELAX image on the home page. after submitting all your personal info, the bottom section will become accessible, allowing you to enter the case ID number in the "Customer Reference:" slot. the next page has a check list of how to get your drive updated: follow the instructions, printing out the appropriate labels for shipping, and pages for including inside the package along with the drive.
4) go to your nearest UPS store, and ship the package. it is free, shipping and handling is paid for by seagate. a tracking page is provided in the instructions from step 3 above, including a preassigned tracking number. as i am writing this, i just checked that my parcel is now in winnipeg, manitoba, canada, ready to be shipped to ontario, canada. that is impressive, as i dropped it off at only 3pm this afternoon in a small town a few hours away from winnpeg.
i will post updates as i get them, and when my drive returns, i will post if the data is recoverable and if the drive has been updated to stable firmware, etc. so far i have been quite impressed with the companyies steps to resolving my problems, allbeit slow to publish public instructions for the public. hopefully this post will help a few out there in the same shoes as i was!
02-13-2009 05:56 AM
02-18-2009 08:43 PM
it's update time kiddies!!!
so the package was shipped out Thursday, February 12th, around 3pm central time. by that evening, it was in Winnipeg, a major distribution center here in Manitoba, Canada, ready to go east. It was IN concord, ontario on Saturday, February 14th ready for delivery.
February 14th and 15th were the weekend, so they don't count.
February 16th was a stat holiday in Canada, something called "Family Day" in most parts of the country. it was also "Presidents Day" in the states, and as far as i know, Seagate was closed that day as well.
February 17th (Tuesday), the drive was delivered at 10am to Seagate.
Today, February 18th (Wednesday), i receive an email from one of the reps of i365 (the data recovery team, the team who repair the firmware issues) letting me know he had already checked the drive. he stated that yes, it was properly diagnosed as a firmware issue, and that it would be repaired shortly. he also said he'd let me know when that was completed, and the drive was shipped out again. pretty cool for a tech support rep to let me konw that as soon as he did.
so that's where it stands now.
as for progress for the forum members, it sure looks bleak. one of my favorite users, jeff_ratus, has a drive that is also "bricked", but since it was purchased in an OEM system, neither the OEM company or Seagate will take any responsibility for it. that is really dissappointing.
there are a few options for the do-it-yourself'ers out there. one option is here: www@msfn@org/ board / index.php ?showtopic=128807
change the @ symbols to periods, and remove the spaces.
best of luck, i will continue to post status updates as i get them. hoping for my drive back by mid next week.
02-19-2009 06:43 PM
02-21-2009 05:10 AM - edited 02-21-2009 01:19 PM
I would personally pursue the OEM company further if his machine is still under warranty.
Unfortunately, for a drive that has already locked up in a "BSY" state that was part of an OEM machine, Seagate will tell you to contact the OEM and they can't help you. If you contact the OEM, HP in my case, they scratch their heads and say "you have a hardware failure, send us the PC and we'll swap the drive." All three instances where I've tried to explain to HP tech support what the problem is they act as if they've never heard of the firmware issue with the Seagate drives...or maybe they really don't have a clue. Drive replacement is a sledgehammer fix to a problem that requires a tack hammer. People with locked up OEM Seagate drives, just as those who purchased a Seagate Barracuda retail, just want the drive unlocked, new firmware installed, and their data back. The later being the most important.
I know Dell has released new firmware to help stop any future "BSY" failures, but I don't think they are doing any more than that, i.e.. unbricking the already affected drives. HP has finally released a new 7200.11 firmware for their PCs (HP26), but if unless you are aware of the vulnerability and actively surf their site searching for it, it's a well kept secret.
Best of luck to fellow OEM installed bricked Seagate owners in your data recovery efforts...my pessimism on ever getting resolution is strengthened by every dead end encountered.
I spent a while (again) with Seagate and HP tech support this morning. If your drive has already locked up, like mine, and it is still under warranty, you have only one option...HP will replace the drive. If you have any data on the drive that was not backed up, it will be lost unless you pay a data recovery company to wake up the drive.
Seagate is only offering free data recovery on their retail drives. Their position is that once they sell them to OEMs, they are the OEM's problem. They told me that they wouldn't be able to update the firmware anyway since HP loaded them with their own "unique" firmware??? Just coincidence I guess on how the HP24 firmware and the Seagate retail firmware has the same fault??? Awesome way to flick the booger.
HP is not offering any help with data recovery. For consumers who didn't purchase the drive from Seagate, I recomend going to the respective OEM sites to post any questions relating to the issue.
For folks who got the drive from an OEM, sorry, but welcome to the club.
02-22-2009 03:10 PM
If you're like me then your getting the BSY Error. I did contact Seagate by phone after having a case opened for 5 days online. They are actually willing to provide data recovery without charge, however, thanks again to schroed providing a helpful do-it-yourself link I'll be taking that route instead. The link he posted led me to an alternative method using an old cell phone data cable to clear the BSY code in hyper terminal, ideally allowing you to access your data and install the firmware update without having to go through Seagate. I recommend that if you feel confident enough to do so, those that Seagate won't help, try this. For me, I've decided to try this method for my own personal enjoyment to see if it works, and if so, I would love to share it with those that it may also help. I've ordered the required cable and will be here tomorrow. To my understanding this if for the BSY ERROR only, but I'll make a new thread if it works out.
02-23-2009 09:53 AM
update on my drive: drive was completed (firmware updated, tests ran) on friday, and it was shipped out US next day airmail.
as per UPS tracking page, it's scheduled for delivery today in my home town. will report back when i have the drive in my hands, and have put it back into my system.