SUPPORT ON SAMSUNG Solid State Drive

SUPPORT ON SAMSUNG Solid State Drive
The sale of the HDD division of Samsung Electronics to Seagate Technology has been
completed.
Due to this, Samsung HDD Website cannot longer be used for HDD service. This
service is available on www.seagate.com
If you encounter customers still calling Samsung for Hard Drive related issues. We have
to follow the procedures outlined below to process these call types.
1. Create a 2000 transaction (Closed with Consultation)
2. Apologize to the customer and explain that Samsung and Seagate are working
as partners since December 19th, 2011.
3. If the customer has questions regarding the partnership, refer them to the web
address http://drive.seagate.com/content/samsung-en-us and also, please
refer the customer to Seagate, using the following information:
Seagate Canada.
Phone# 1-800-732-4283
Business Hours:
8am - 11:30am CT
1pm - 6pm CT
Monday – Friday
4. Escalate the call to supervisor if required.
******This process is only for HDD (hard disk drives) not ODD (optical disc
drives). The process for ODD requests remains unchanged.
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SUPPORT ON SAMSUNG Solid State Drive (SSD)
Models: MZ-7TE120BW, MZ-7TE250BW, MZ-7TE500BW, MZ-7TE1T0BW
Warranty:
-3 Years (for Client PC use only)
Registration:
As the product is not part of our database and not supported by SECA Inc, registration process through
the Canadian website is not available.
If cx calls in for Registration:
- DO NOT REGISTER THE PRODUCT. Registration for Canadian customer is not possible.
- DO NOT DIRECT CUSTOMERS TO US WEBSITE FOR REGISTRATION: it requires a US address ONLY. In
other words REGISTRATION IS NOT REQUIRED.
Support:
If cx calls in for Technical Support:
-Use the following F.A.Q guide.
-If the unit needs service:
Please refer customer back to the dealer (Place of Purchase)
Samsung SSD FAQs
Q. Do I need special device drivers for my Samsung SSD?
A. No. SSDs are drop-in replacements for standard HDDs.
Q. Where do I find the device drivers for my Samsung SSD?
A. There are no device drivers for Samsung SSDs. All Samsung SSDs work as plug-and-play devices, which
mean they should be recognized by your system immediately after connecting the device cables.
Q. Will defragmentation improve my Samsung Solid State Drive’s performance?
A. No, Solid State Drives do not need defragmentation because they have no moving parts and can access any
location on the drive equally fast. Please disable any defragmentation utilities on your computer because they
will only wear down the performance of your SSD. Visit the OS Optimization section of Samsung SSD Magician
for help doing this.
Q. What does the SSD Magician software do?
A. SSD Magician offers features for SSD optimization, Performance Benchmarking, Secure Erase, and
Firmware Updates. It also helps to optimize your operating system to maximize the performance and lifetime
of your SSD.
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A. 1) If your system BIOS is outdated, it may fail to support the SSD. Please update to the latest BIOS version.
2) Improperly connected SSD cable may fail to detect. Disconnect the cable, and then connect it again.
3) When there is a problem with the SATA Port, BIOS may fail to detect. Move to a new SATA Port and try
again.
Q. What should I do if I don't see my SSD in the Device Manager?
A. 1) Sometimes the system may fail to detect the SSD automatically.
Please search for new devices in Windows Device Manager.
2) When Hot Plug In for each port in BIOS settings of the system is set to Off by default,
Windows may fail to detect the SSD.
Reboot the system, enter BIOS setup, and then go to SATA Configuration menu
to ensure that Hot Plug In for each port is set to Enable.
- How to enter BIOS setup for different mainboards:
GIGABYTE -->F12,
ASUS --> F8,
ASRock --> F11,
Biostar --> F9,
MSI --> F11,
Intel --> F10
3) Improperly connected SSD cable may fail to detect the SSD.
Disconnect the cable, and then connect it again.
4) If a partition has not been defined, it may fail to detect the SSD.
Go to Device Manager to set up a partition, format the drive, and then reboot.
- Management> Disk Management> Select SSD> Set up partition and format
Q. What should I do if I don't see my SSD in Drive Selection?
A. 1) Replace the SATA cable and try again.
2) Make sure that the SATA connector on the board does not contain debris, or is not damaged.
3) Improperly connected SSD cable may fail to detect the SSD. Disconnect the cable, and then connect it again.
4) Move the SSD to a different SATA Port and see if the drive is detected.
. Check to see if the SSD is connected to an expansion port. If it is, then connect the SSD to a regular port.
. If the SSD is connected to a regular port, move it to a different port and then reboot.
5) If the SSD is properly connected but it is not shown in Drive Selection, try the following steps.
. Right-click the My Computer icon => Select Manage => Select Storage =>
Click Disk Management => Make sure that the disk is set up.
. Make sure that the disk is enabled and set as a Dynamic Disk.
If it is not, change its setting to Dynamic Disk.
6) Connect the SSD to a different computer to check if there is a problem with the SSD itself.
Q. What do I do if my SSD has problems?
A. If you are experiencing difficulties with installation, refer to the Install Guide.
If you are having problems using the product, refer to the FAQ, or refer to the solutions for known problem.
If you need to return your product,
Please contact the dealer from whom you purchased the SSD
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Q. Which Operating Systems support Samsung SSDs?
A. All operating systems support SSDs, but not all operating systems are optimized to keep SSDs working at
peak performance. Older operating systems, such as Windows XP and Windows Vista, do not natively support
some SSD maintenance features like TRIM. Windows XP and Windows Vista users can use Samsung SSD
Magician to manually schedule and run SSD maintenance. Samsung SSD Magician is not supported on
computers running Mac OS X or Linux right now.
Q. Why is the capacity of my Samsung Solid State Drive displayed differently from the actual capacity?
A. Samsung SSD‟s conform to the International Disk Drive Equipment and Materials (IDEMA) standard,
which classifies approximately 93 percent of their actual physical memory capacity as usable space for
storage.
To make calculations easier for consumers, manufactures rate drive capacity based on the assumption
that 1 GB is equal to 1,000 Megabytes (MB) rather than 1,024 MB. When calculating capacity, the OS uses
the more accurate 1,024MB, resulting in the discrepancy you notice when looking at the reported capacity
versus the actual capacity.
Q. What is firmware? How do I update it?
A. Firmware is a tiny software program stored in a semiconductor chip, such as a NAND chip. It includes the
software code and commands necessary for operating a device. Firmware is designed to be updated via
software updates so that manufacturers can improve performance and quality.
Samsung‟s SSD Firmware can be updated via the Samsung SSD Magician software that came with your SSD. If
you no longer have the Magician CD, SSD Magician can be downloaded from the Samsung website at
www.samsung.com/ssd.
Q. Does installing new firmware to an existing SSD erase the data stored on the drive?
A. While installing the latest firmware on your SSD will not erase the data stored on your drive, Samsung
highly recommends backing up your data to another drive before updating firmware to mitigate any potential
risk.
Q. Can I downgrade the firmware from the latest version to an older version?
A. No. Once you upgrade the firmware, you cannot go back to an older version. It should not be necessary to
go back to an older firmware version because Samsung fully tests every firmware release to ensure it is
optimized for performance, reliability, and compatibility.
REMINDER: ALL CALLS MUST BE LOGGED AND DOCUMENTED as 2000 ticket!!!!
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ADDITIONAL INFORMATION:
Hard Disc Drive
Solid State Drive
 What is the difference between a Hard Disk Drive and a
Solid State Drive??
The traditional spinning hard drive (HDD) is the basic nonvolatile storage on a
computer. Hard drives are essentially metal platters with a magnetic coating. That
coating stores the data. A read/write head on an arm accesses the data while the platters
are spinning in a hard drive enclosure.
An SSD does much the same job functionally (saving your data while the system is off,
booting your system, etc.) as an HDD, but instead of a magnetic coating on top of
platters, the data is stored on interconnected flash memory chips that retain the data
even when there's no power present. The chips can either be permanently installed on
the system's motherboard (like on some small laptops and netbooks), on a PCI/PCIe
card (in some high-end workstations), or in a box that's sized, shaped, and wired to slot
in for a laptop or desktop's hard drive (common on everything else).
These flash memory chips differ from the flash memory in USB thumb drives in the type
and speed of the memory, but suffice it to say that the flash memory in SSDs is faster
and more reliable than the flash memory in USB thumb drives. SSDs are consequently
more expensive than USB thumb drives for the same capacities.
Rev. 07/24/14
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