Why is it that Chat support is so clueless? I have an issue with the LSI RAID controller ports on a system we just unboxed.
I cannot get all 4 drives to be recognized using the LSI ports but the drives (300GB) are seen fine with the Intel Ports?
I tried to do a chat to see if there was a way to reset the RAID controller or something.
Instead I spent 40 minutes trying to get the person to understand that the Z820 has 2 onboard RAID controllers.
here is my chat transcript
Print active chat
Problem description: I am trying to set up a RAID array using the onboard LSI controller and it will only recognize 2 drive bays 1&2 of the 4 I plugged the sata connectors into the Intel RAID controller and all 4 drives were recognized right away.
[Thursday, September 08, 2016 1:41 PM] -- Automatically generated message:
This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP Inc. and Compaq desktops and Workstations is available 24 hours a day, 7 days a week. You will receive a response to your support request in 2 minutes or less.
[Thursday, September 08, 2016 1:41 PM] -- Automatically generated message:
A Support specialist, Har**bleep**ha K has been assigned to your case.
[Thursday, September 08, 2016 1:41 PM] -- Har**bleep**ha K says:
Greetings! My name is Har**bleep**ha from HP Active Chat Support. How are you doing today, Wayne?
[Thursday, September 08, 2016 1:41 PM] -- Automatically generated message:
For reference, your Case ID is 4654788792
[Thursday, September 08, 2016 1:42 PM] -- says:
well it has been a prety crazy day to tell the truth
[Thursday, September 08, 2016 1:43 PM] - says:
this issue seems to mean there is a motherboard issue unless you know some tricks?
[Thursday, September 08, 2016 1:43 PM] -- Har**bleep**ha K says:
I'll try and help you with that, Wayne.
[Thursday, September 08, 2016 1:43 PM] - says:
ok
[Thursday, September 08, 2016 1:44 PM] -- Har**bleep**ha K says:
I understand that LSI controller recognizes only 2 drives, correct?
[Thursday, September 08, 2016 1:46 PM] - says:
yes
[Thursday, September 08, 2016 1:46 PM] - says:
Intel sees all 4
[Thursday, September 08, 2016 1:47 PM] -- Har**bleep**ha K says:
Alright.
[Thursday, September 08, 2016 1:47 PM] -- Har**bleep**ha K says:
Wayne, could you please confirm the following details
Product number: LJ452AV
Email address:
Country: ( Please specify)
[Thursday, September 08, 2016 1:48 PM] -- says: yes USA for country
[Thursday, September 08, 2016 1:49 PM] -- Har**bleep**ha K says: Thank you for confirming.
[Thursday, September 08, 2016 1:49 PM] -- Har**bleep**ha K says:
Wayne, please allow me few minutes while I check abut the specification of the unit.
[Thursday, September 08, 2016 1:49 PM] -- says: ok
[Thursday, September 08, 2016 1:56 PM] -- Har**bleep**ha K says: Thank you for your patience.
[Thursday, September 08, 2016 1:56 PM] -- Har**bleep**ha K says:
Wayne, may I know the model of the LSI card that is been installed?
HP Inc. Instant Support Professional Edition https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?Case...
[Thursday, September 08, 2016 1:57 PM] -- says:
it s on the motherboard
[Thursday, September 08, 2016 1:57 PM] -- says:
the motherboard has 2 raid controller a LSI and an Intel
[Thursday, September 08, 2016 1:59 PM] -- Har**bleep**ha K says:
Alright.
[Thursday, September 08, 2016 2:04 PM] -- Har**bleep**ha K says:
Checking on this, Wayne.
[Thursday, September 08, 2016 2:04 PM] -- Har**bleep**ha K says:
Sorry for the delay.
[Thursday, September 08, 2016 2:04 PM] -- Har**bleep**ha K says:
When did the issue start?
[Thursday, September 08, 2016 2:05 PM] -- says:
I just took the system out of the box and went to configure the RAID so i could image it, we buy them in bulk so sometimes
they sit for quite a while
[Thursday, September 08, 2016 2:06 PM] -- Har**bleep**ha K says:
Okay, Wayne the cable or the ports that is been used is SATA, correct?
[Thursday, September 08, 2016 2:07 PM] -- says:
correct all sata
[Thursday, September 08, 2016 2:08 PM] -- Har**bleep**ha K says:
Okay, according to the specifications. The unit has 6 SATA and 8 SAS ports.
[Thursday, September 08, 2016 2:08 PM] -- Har**bleep**ha K says:
So, the system board has 2 RAID controllers.
[Thursday, September 08, 2016 2:09 PM] -- Har**bleep**ha K says:
So, basically one has 4 SATA ports and the other has 2 e- SATA ports.
[Thursday, September 08, 2016 2:10 PM] -- says:
no the LSI has 8 and the intel has 4?
[Thursday, September 08, 2016 2:10 PM] -- Har**bleep**ha K says:
Le me help you with the specification documents.
[Thursday, September 08, 2016 2:10 PM] -- Har**bleep**ha K says:
The LSI should mostly have 2 SATA ports and the intel with 4 SATA ports.
[Thursday, September 08, 2016 2:11 PM]-‑
File transfer request processed.
File name: HP Z820 Workstation.pdf
File size: 2.57 megabytes
[Thursday, September 08, 2016 2:12 PM] -- says:
You missed this in the document you sent me
[Thursday, September 08, 2016 2:12 PM] -- says:
IO Bus Eight 3 Gb/s and 6Gb/s compatible SAS/SATA ports the 8 is the LSI
[Thursday, September 08, 2016 2:14 PM] -- Har**bleep**ha K says:
One moment please.
[Thursday, September 08, 2016 2:17 PM] -- Har**bleep**ha K says:
So, if you are using the 8 SATA ports then it should be the card.
[Thursday, September 08, 2016 2:17 PM] -- Har**bleep**ha K says:
It should either be : LSI 9270 or LSI 9260.
[Thursday, September 08, 2016 2:18 PM] -- Automatically generated message:
Z820.jpg has been sent to your support specialist.
[Thursday, September 08, 2016 2:18 PM] -- says:
no I just sent you a picture of the motherboard i found online. i have configured over 50 of these and this is the first one with
this issue
[Thursday, September 08, 2016 2:19 PM] -- Har**bleep**ha K says:
Okay, let me have a check on that.
HP Inc. Instant Support Professional Edition https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?Case...
[Thursday, September 08, 2016 2:19 PM] - says:
on the bottom are the 8 ports for the LSI controller the 4 above are for the Intel the other 2 are for CD/DVD drives
[Thursday, September 08, 2016 2:20 PM] - says:
I need to leave in 10 minutes so either come up with a fix or arrange to have a Tech come out with a new motherboard.
[Thursday, September 08, 2016 2:20 PM] -- Har**bleep**ha K says:
Hmm.. Sure, Wayne.
[Thursday, September 08, 2016 2:21 PM] -- Har**bleep**ha K says:
I'l have a check on that and email you.
[Thursday, September 08, 2016 2:21 PM] -- says:
we have spent 40 minutes of my time because you don't know you own motherbaord
[Thursday, September 08, 2016 2:26 PM] -- Har**bleep**ha K says:
Sorry about that, Wayne. I'll email you the complete information about this.
[Thursday, September 08, 2016 2:29 PM] -- Har**bleep**ha K says:
Checking on this with my next level team.
[Thursday, September 08, 2016 2:29 PM] - says:
ok
[Thursday, September 08, 2016 2:30 PM] -- Har**bleep**ha K says:
For the moment I'll place this chat on hold, would that be fine?
[Thursday, September 08, 2016 2:32 PM] - says:
not really i have to leave. Send me the details when the tech can come out with a motherboard
[Thursday, September 08, 2016 2:32 PM] - says:
this is the address , Littleton, CO 80127
[Thursday, September 08, 2016 2:32 PM] -- Har**bleep**ha K says:
Sure, Wayne.
[Thursday, September 08, 2016 2:32 PM] -- Har**bleep**ha K says:
It was a pleasure assisting you. Take care!