Re: How should I proceed with this warranty problem?
- From: Cynic <cynic_999@xxxxxxxxxxx>
- Date: Thu, 11 Aug 2005 12:35:31 +0100
On 11 Aug 2005 03:05:08 -0700, "Random Observer"
<nonexistent2032@xxxxxxxxxxx> wrote:
>Yeah, the manufacturer's utility has a SMART test which didn't detect
>any errors. However in one instance the utility didn't even detect the
>HD!
Sounds as if it is something other than the HDD. Is the HDD the only
device on that IDE bus? If not, it could be a fault or
incompatibility with the other device (even though the other device
seems to be working OK). Also check that the correct type of cable is
being used (probably EIDE), and that the HDD is plugged into the
correct connector on the cable. Check that the HDD has the correct
jumper setting, and if it is set to "auto select", change it master,
slave or standalone master depending on your setup. Same for jumpers
on any other device on the same IDE bus. I once had intermitent
failures becauise I had connected the EIDE plugs incorrectly. It
*does* make a difference what plug you use for which device on the
EIDE cable even though they are all in parallell - far less forgiving
than IDE.
You could also see whether you have DMA enabled on the IDE controller
(CMOS setup), and try turning it off if so. Have you installed any
new equipment around the time the faults started? *Lots* of things
can cause conflicts.
>I will try swapping IDE cables, but as this is an intermittent problem
>with a time-critical dimension, I'm sure you can understand how
>unsettled I am about the whole thing!
But changing the HDD will not help if the fault is with something
else. Try connecting it to the secondary IDE controller as the only
device on the bus (single master mode) & see if that improves matters.
>> If the disk diagnostics are not showing errors, it is unlikely that
>> you will get the supplier to take responsibility.
>Is the onus of proof for a dodgy HD on me?
Basically yes. Otherwise the retailer or manufacturer would be
replacing many perfectly good items because a customer has
misdiagnosed where the fault is.
> Would it suffice for me to
>just hand the manufacturer the Window's system event log files + the HD
>and ask for a replacement? Who decides if the HD is acceptably faulty
>under warranty?
The person you want to return it to should make an assessment based on
the reported symptoms of whether it is likely that the item is faulty,
possibly suggesting tests you could do to assist in that diagnoses.
The Windows log files do not prove that the HDD is faulty, and as I
have said, the facts would indicate a greater probability that the
fault is in fact elsewhere on your system. The symptoms are not at
all typical of a failing drive, which normally continues to respond
100% reliably to all the IDE commands, but comes up with frequent
read/write errors. Failure to respond to the IDE at all (which is
what appears to be the case if the system sometimes does not even see
the disk) *could* be a fault with the HDD, but is more likely to be a
fault with the IDE controller , jumper settings, cabling or driver
software.
This thread is topical for me, because yesterday my SMART monitor told
me of an impending HDD failure on one of my data drives. I unplugged
that drive from my system so as not to use it pending a sector copy to
a new drive (which was delivered as I type), and after unplugging the
failing drive, my boot drive (on the same IDE bus) booted up, but
after a short while started behaving erratically with lots of errors
that eventually crashed the OS. I realised that the drive's jumper
settings were incorrect for a standalone drive ("master" rather than
"standalone master"), and after changing the jumper it has worked
fine.
--
Cynic
.
- References:
- How should I proceed with this warranty problem?
- From: Random Observer
- Re: How should I proceed with this warranty problem?
- From: Cynic
- Re: How should I proceed with this warranty problem?
- From: Random Observer
- How should I proceed with this warranty problem?
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