The purpose of this document is to help users determine whether SSD7000 controllers are recognized in system or WebGUI/CLI, and to learn how to collect information when the system or WebGUI cannot recognize controller or disks.

Windows Troubleshooting

Phenomenon1: The controller can be recognized in the system.

The following diagram will illustrate the recognized status of SSD7505 with one NVMe on Windows.

1. System Device Manager

2. HighPoint NVMe RAID Controller Properties-Driver

3. System Disk Management

4. WebGUI

Phenomenon2: The controller can be recognized in the system, but not in WebGUI/CLI.

Analysis:

The SSDs are disabled；
Driver failed to install correctly(Only for G4 driver).

Suggest:

Verify that the disk is in the controller compatibility list;
Confirm whether the disks in good condition;
Remove other irrelevant PCI devices in the environment .
Users are required to provide the following information:

Motherboard model、NVMe model;
ID of controller;
Driver version and HWinfo information;

Note: Please collect relevant HWinfo information according to Appendix.

Phenomenon1: The controller can not be recognized in the system.

Analysis:

The Controller is disabled；
Other PCI devices are connected in the environment, and the driver for that PCI device may be loaded preferentially by the system.

Suggest:

Users are required to provide the following information:

OS version;
ID of controller;
HWinfo information;

Note: Please collect relevant HWinfo information according to Appendix.

Confirm whether the disk, controller and other hardware used by the user are in good condition;
Remove other irrelevant PCI devices in the environment under shutdown state;
Uninstall the original driver and reinstall the driver through the control panel;
If none of the above methods can solve the problem, it is suggested that the user reinstall the system and then install the driver again.

Linux Troubleshooting

Phenomenon1: The controller can be recognized in the system.

The following diagram will illustrate the recognized status of SSD7505 with one NVMe on Linux.

1. Lspci -- PCI devices

2. Lsmod -- driver

3. fdisk -l – NVMe devices

4. CLI

5. WebGUI

Phenomenon2: The controller can be recognized in the system, but not in WebGUI/CLI.

Analysis:

The SSDs are disabled；
Driver failed to install correctly(Only for G4 driver).

Suggest:

Verify that the disk is in the controller compatibility list;
Confirm whether the disks in good condition;
Remove other irrelevant PCI devices in the environment .
Users are required to provide the following information:

Motherboard model、NVMe model;
ID of controller;
OS and Kernel version;
Driver version
pci.log , drivermod.log;

Note: Please collect relevant pci.log and drivermod.log information according to Appendix.

Phenomenon1: The controller can not be recognized in the system.

Analysis:

The Controller is disabled；
Other PCI devices are connected in the environment, and the driver for that PCI device may be loaded preferentially by the system

Suggest:

Users are required to provide the following information:

OS and Kernel version;
ID of controller;
Pci.log information;

Note: Please collect relevant pci.log information according to Appendix.

Confirm whether the disk, controller and other hardware used by the user are in good condition;
Remove other irrelevant PCI devices in the environment under shutdown state;
Uninstall the original driver and reinstall the driver;
If none of the above methods can solve the problem, it is suggested that the user reinstall the system and then install the driver again.