Hi Stephanb,
We have forwarded this case to our FAE team, and through them, we've reached out to the RAID IC Chipset support team, hoping to pinpoint the issue. After reviewing the entire troubleshooting history and your system specifications, the RAID IC chipset support team believes that the issue might arise due to the age of your motherboard causing compatibility problems. When we asked them for specifics about the incompatibility, they explained that without being able to physically test and verify the system and drives you are using, they cannot provide a detailed analysis.
From our experience, situations like this could arise from a mismatch between the system's speed and the RAID IC's speed, leading to the RAID array not being detected upon a restart. However, a similar issue has only occurred once since we started selling this product, so we don't have an extensive troubleshooting history or a clear understanding of the root cause. Given that our German RMA lab couldn't replicate the problem with the product in question, we can generally conclude that the enclosure is functioning as expected. Hence, upgrading your system or changing to another computer could be one way to solve this compatibility issue. However, we understand that this might not be the solution you're looking for. Thus, we'd recommend reaching out to our French branch to assist you with the return process.
A quick note: Generally, for returns and refunds, you'd have to go through the reseller/ecommerce platform that issued the invoice at the time of your purchase. If it's past the return window, the process might be more complex, but rest assured, our support team in the French branch will assist you through it.
Thank you for your understanding. Should you have any further technical questions, please feel free to reach out at any time.
Best regards,