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  1. Joined : Jun 2016
    Los Angeles
    Posts : 377
    Windows 10 Pro
       19 Oct 2016 #51

    This is outrageous that ICY Dock is asking you to test new firmware for their enclosures on your computer and they are going to charge your credit card for the enclosure if you don't send it back!!
    I don't think this is a issue with USAP, but more with the USB Controller in their enclosure and it's firmware. I would review this enclosure on every site they sell it on and tell your story warning others not to buy it.
      My System SpecsSystem Spec


  2. Joined : Jun 2016
    Posts : 170
    Windows 10 64-bit home
       19 Oct 2016 #52

    Yeah, I'm pretty upset that Icy Dock hit with me that list this morning. Since I'm still stuck with 3 Icy Dock enclosures, all still under the warranty, and I can't use them currently, and one of them cost me over 1TB of data, they should refund my money and I'd ship them back in the boxes they came in. What good are they to me? You may very well be right about their USB controller being at fault. The thing is I'm afraid to test my other enclosures (an esata and a USB 2) until I have some drives ready that I'm prepared to sacrifice if they get corrupted, since I'm still unsure what is the cause. All I have to go on is the following:

    - Icy dock enclosures (with UASP support) used to work with my old Win 7 PC
    - Same enclosure corrupted my drives in my Win 10 PC the first time I used it to write data
    - My USB thumb drive (which doesn't use UASP) works perfectly fine.

    But I'm no expert by any means so I'm just trying to figure out what could really be behind this.
      My System SpecsSystem Spec


  3. Joined : Jun 2016
    Posts : 170
    Windows 10 64-bit home
       19 Oct 2016 #53

    I did get an email just a while ago from Icy Dock asking for more information on my UASP theory. They wanted the link to the review on Amazon that mentioned this possible issue and the registry entry about the EnableIdlePowerManagement. They seem to want to look into this, but it's obvious right now they have no idea what's the cause of this issue, and meanwhile, I can't use my external drives or enclosures.

    I may very well post a review about what happened. I hate to do it but people should be warned about the possibility of data corruption, and you're right that they shouldn't be putting a hold on my card and threatening to charge it if I don't return it after all the grief I've already gone through.
      My System SpecsSystem Spec


  4. Joined : Oct 2014
    Polk County Texas USA
    Posts : 10,746
    Windows 10 Insider Preview
       19 Oct 2016 #54

    rivre said: View Post
    I did get an email just a while ago from Icy Dock asking for more information on my UASP theory. They wanted the link to the review on Amazon that mentioned this possible issue and the registry entry about the EnableIdlePowerManagement. They seem to want to look into this, but it's obvious right now they have no idea what's the cause of this issue, and meanwhile, I can't use my external drives or enclosures.

    I may very well post a review about what happened. I hate to do it but people should be warned about the possibility of data corruption, and you're right that they shouldn't be putting a hold on my card and threatening to charge it if I don't return it after all the grief I've already gone through.
    Rivre, I understand your frustration with IcyDock, I'm afraid I wouldn't trust my drives in them either. A couple of suggestions, if I may . . .

    1. Check with your technical friends and see if they may have any old SATA hard drives you could use to test with.

    2. Check with your local "mom and pop" computer store to see if they have any old "trade-in" type SATA hard drives you could use to test with.

    3. If you write a review, be as positive as you can. Kind of like: "This is my experience, and Icy Dock is really cooperating with me to try and solve the problems." also point out how many of these enclosures you have, how many hard drives have been cratered and how much data you've lost. Especially point out the irretrievable data that's been lost. I must reiterate: Give Icy Dock kudos for the lengths they're willing to go. However, be sure to let the readers (and Icy Dock) know that although you're willing to help them out by testing their latest enclosures/firmware, you don't think you should bear the burden of the expense, since you've already lost so much. Pick out the two largest suppliers of the enclosures to send your review to. You will make an impact and reach the most people.

    4. You should negotiate with Icy Dock, giving them the information you've given in your review(s) about your losses. Explain that you're willing to test, but . . . you cannot afford to suffer any more losses due to inadequate hardware.

    5. If you can't come to a satisfactory agreement, request an RMA/refund from Icy Dock because their enclosures aren't doing the job. Explain that you have taken this course of action because you no longer trust the product and that you're not willing to sacrifice any more hard drives.
      My System SpecsSystem Spec


  5. Joined : Jun 2016
    Posts : 170
    Windows 10 64-bit home
       19 Oct 2016 #55

    Some very good advice. Thank you. Sadly I don't have any technical friends. I wish I did. I have been backing up my data so I can use a couple of my old blue and green drives for testing without fear of further losses.
      My System SpecsSystem Spec


  6. Joined : Jun 2016
    Posts : 170
    Windows 10 64-bit home
       26 Oct 2016 #56

    I received a follow-up from Icy Dock today:

    "Sorry for the lack of response after the information you have provided. After looking a bit more into the issue, we feel that it might be more of a chipset interaction issue between the external units and chipsets on motherboards. There has been not too many cases regarding some of our other products that has USB 3.0 with UASP and feel the chipset differences between the models could be a possible cause.

    To best test this possibility, we would like to send you the MB174U3S-4SB with the changed firmware to see if a firmware change can help on this issue. I know you might have concerns regarding a possible held charge on a card. To clarify on the use of credit card info, we would only check if the card is valid to insure the unit we may send. There will be no such charges on your end and nothing will show up on your end, provided that we receive the test unit back after testing. The only case where we would have to charge would be not returning the test unit.

    Please fill out these two forms and fill out a RMA request on this site. If you do not want to provide the credit card info on the form, you can call use to provide this over the phone. Once we have receive the forms and RMA request, we can send out the test unit."


    Personally, I still feel like this is totally unacceptable. I own 3 of these things and it sounds more and more like they are just totally unusable with my new computer based on a chipset incompatibility. All 3 enclosures are still under warranty. Based on this, I should be able to demand a refund since they have $400 of my money and I have some paperweights at this point. Instead, they want to put me through even more hassle by me giving them my credit card info, and having to send the test unit back which is another hassle. Am I wrong in thinking at this point that since they think it's a fault on their end with firmware issues, they should be the ones jumping through hoops, not me? Is it not possible to just send me an updated firmware to try on my current units? If they want me to test their firmware with my hard drives, they should send me a test unit to keep. I shouldn't have to go through the added hassle of packing it back up and going to the post office or UPS store to send it back.

    And it seems that they are totally guessing on this. They claimed earlier they thought the issue was related to the WD green drives and said the test firmware would target that issue. Now they are saying they think it's a chipset issue with my motherboard but want me to go through the hassle of testing their new firmware anyways, even though it doesn't sound like they did anything with the firmware to address the chipset issue. They're just guessing and they want me to be their tester at this point. What do I get in return? I don't even get to keep the test unit. Am I wrong in how I'm looking at this?
      My System SpecsSystem Spec


  7. Joined : Oct 2014
    Polk County Texas USA
    Posts : 10,746
    Windows 10 Insider Preview
       26 Oct 2016 #57

    Rivre, ask them to update the firmware on the units you have. Because if the test they send works, they'd have to update the firmware on your units anyway. Unless there's not a way to update . . .

    I still remember an HP color laser printer I had that HP wouldn't update between Vista and Windows 7! Grrrrrrrrr, but my point is that they may not be willing to update the firmware in your units. Mt printer was still in warranty, but HP wouldn't update drivers to the latest for Windows 7.

    So, to reiterate, ask them to update the firmware . . .
      My System SpecsSystem Spec


  8. Joined : Jun 2016
    Posts : 170
    Windows 10 64-bit home
       26 Oct 2016 #58

    Wynona said: View Post
    Rivre, ask them to update the firmware on the units you have. Because if the test they send works, they'd have to update the firmware on your units anyway. Unless there's not a way to update . . .

    I still remember an HP color laser printer I had that HP wouldn't update between Vista and Windows 7! Grrrrrrrrr, but my point is that they may not be willing to update the firmware in your units. Mt printer was still in warranty, but HP wouldn't update drivers to the latest for Windows 7.

    So, to reiterate, ask them to update the firmware . . .
    I just requested that they provide me with the firmware and instructions for me to install it. They may not have a way for me to update the unit myself if they didn't provide that functionality. I guess I'll find out soon. I also told them if this doesn't get resolved I expect a full refund of the 3 units I own, as I spend a considerable amount of money on them and they are currently unusable in my current system and they are still under manufacturer warranty. I agreed to send the units back in the original boxes. I doubt they would go along with that considering they're still pushing for my credit card info just to test their new firmware.

    I doubt their new firmware would make any difference. They didn't test it with my current chipset. They told me last week it was developed to address the green drives spinning down. So I don't see how that would help with a chipset incompatibility if that's what it is.
      My System SpecsSystem Spec


  9. Joined : Jun 2016
    Posts : 170
    Windows 10 64-bit home
       26 Oct 2016 #59

    Also, if this is a chipset issue, how many other enclosures out there have the same USB 3 chipset that will have the same issue for me? What is it about that chipset that isn't working with my Gigabyte motherboard? How do I know what to look for in an enclosure that doesn't use that same chipset that the Icy Dock is using? Is it a broad issue with the USB 3.0 implementation in these enclosures or is it more specific to the Icy Dock's firmware in particular? I don't think they have any idea themselves.

    The Icy Docks don't list the chipset they use on their specs page like some manufacturers do.
    Last edited by rivre; 26 Oct 2016 at 16:14.
      My System SpecsSystem Spec


 
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