Basic ioDrive Troubleshooting on Windows

ioDrive Software Will Not Install

Check to see if there is a C:\fio_package.log log file. If it exists, open the file and check near the end of the file to see if a reason for the failure is readily apparent. This type of failure is unusual and may be caused by some corruption in your Windows installation.

If the ioDrives are not appearing in Windows Disk Manager, take the following steps to review your hardware and software configuration.

ioDrive Software Is Installed, but the ioDrive Is Not Operating

Step 1

a) Start ioManager by double-clicking the ioManager program icon on the desktop (created during installation). Once ioManager is loaded, the ioDrives should be visible on the left side of the window as shown in the images below. If they are not, proceed to Step 2.
(ioManager is part of the Fusion-io ioDrive software package available at our Support web site (http://support.fusionio.com).)

b) If the ioDrive is not attached, click on its icon and then click the “Attach Device” button in order to make it available to Windows. Once the ioDrive is attached and available to Windows, it will be visible in the Windows Disk Management utility (Start, Run, “diskmgmt.msc”). If your ioDrive will not attach, reboot your computer, login, start ioManager, and retry the Attach operation. If this fails, please contact Fusion-io Support (http://support.fusionio.com).

NOTE: If your ioDrive attaches manually but does not automatically attach at boot, open the following folder in Windows explorer: C:\Program Files\Fusion-io\1.2.6\Utils. In this folder there is a file called AutoAttachEnable.reg. Double-click this file to add the registry key it contains. This will make the ioDrive attach automatically at boot time.

Figure 1: ioManager utility: Appearance of ioDrive attached and ioDrive detached.



c) If ioManager reports that the firmware of the ioDrive is out of date or incompatible, update the firmware to restore operation. There is an "Update Firmware" button in ioManager that accomplishes this task. To update multiple ioDrives in parallel,
-1. Select multiple ioDrives by holding the Shift or Ctrl keys while clicking the ioDrive icons in the left side of the ioManager window.
-2. Click the "Update Firmware" button at the top of ioManager to begin the firmware update process.
-3. Once it completes, reboot your computer.

If you are unsuccessful in restoring the operation of your ioDrive, please contact Fusion-io Customer Support right away (http://support.fusionio.com).

Step 2

a) If there are no drives visible in ioManager, open a command window (Start, Run, “cmd”). Enter “cd C:\Program Files\Fusion-io\1.2.6\Utils”. Then run “fio-status.exe”. If this utility does find any drives, then enter: “devmgmt.msc”.

Figure 2: Windows Device Manager with ioDrives installed properly




b) Right-click the desired Fusion ioDrive and select Properties. This allows the ioDrive driver version to be checked, and it verifies that the ioDrive is functioning properly. If the Fusion ioDrive is not present in the Device Manager under the category Fusion-io devices, then it may be under the System devices category. Under System devices—a more general category—the ioDrive is recognized as a “Mass storage controller”. If it is under System devices, then any previously-installed Fusion-io software needs to be uninstalled (via Add/Remove Programs), the computer rebooted, and the Fusion-io software reinstalled.

In certain situations the “Fusion ioDrive” device may be present in Device Manager but not be able to operate due to software or hardware problems. In these cases, there is often a yellow exclamation mark next to the “Fusion ioDrive” icon in Device Manager. You can right-click the ioDrive icon, select Properties, and then check the panel of the General tab to see why the device is not operating. If the ioDrive device status reports that it cannot be started (Code 10), shut down the computer and power it off. Then, move the ioDrive to another PCIe slot and boot up again. If the error is due to some other problem, it often can be corrected by uninstalling all Fusion-io software (via Add/Remove Programs), rebooting the computer, and then reinstalling the Fusion-io software package.

If you are unsuccessful in restoring the operation of your ioDrive, please contact Fusion-io Customer Support right away (http://support.fusionio.com).