KSC Hard Drive Health Monitor is unable to retrieve data from the drive.

[Paulinus]

I have a Microsoft Surface Laptop 3 with a SSD drive running on Windows 10 with all updates installed, the Kaspersky Hard Drive Health Monitor is unable to retrieve data from the drive.  Is this common?  Is there a Windows setting that may be interfering with retrieving the data?  Any ideas?  Thanks.

[nexon]

Hi, 

Welcome.

You are using KSC and please post screenshot in your next reply.

Also look here for possible reasons why Health Monitor not working https://support.kaspersky.com/13729#reasons

[Paulinus]

A screen shot of the KSC message I receive:

 

 

//Mod Note: email address removed.

[Flood and Flood's wife]

Hello @Paulinus, 

Thank you for the image👌

1. Is SMART enabled in the BIOS?
2. Has the Hard Drive Health Monitor feature ever worked?
3. May we have a GSI & Windows Logs please?

Please post back?

Thank you🙏

Flood🐳

[Paulinus]

The Hard Drive Health Monitor has never worked.  I think the problem is with the Microsoft Surface Laptop 3.  It does not have a traditional BIOS, instead it uses an UEFI.  I have checked the UEFI settings to find no mention of SMART.

I wonder if the Hard Drive Health Monitor works with this configuration.

Thanks for any response.

Paulinus

[Flood and Flood's wife]

Hello @Paulinus, 

Thank you for replying & the information👌

SSDs support SMART, I may be wrong, however, imo UEFI is not the issue. 

Even tho it’s UEFI, is there no legacy BIOS available to check?

•  Does the machine meet Kaspersky Security Cloud  system requirements?
• If “yes”, please raise a request with Kaspersky Technical Support, include a detailed history, images & a GSI & Windows Log. 
• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Please let us know the outcome when it’s available? 

Thank you🙏

Flood🐳