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My drive was working; it powers up but I can’t seem to access it?

 

MAC

Check the power cable

  • Check the power cables are well seated in the external drive (applies  only to 3.5” external drives), and also the AC socket you are connected to.
  • Do no have the drive connected through a USB hub.. ensure it is connected directly to the PC or laptop. Similarly make sure the adapter is connected directly to an AC outlet, and not via an extention cord.
  • If this is a 2.5” external drive, ensure the Y-cable is connected securely to the drive, and if necessary use both USB connectors . This will provide extra power. If you are connecting to a PC, use the USB ports at the back of the PC, and not any ports at the front. Again, do not connect via a USB hub, connect the drive directly.

Check the data cable

  • If you are connecting to a PC (ie not a laptop) then ensure you are connecting to the USB ports at the back of the system, and not any at the front.
  • Do not connect via a USB hub
  • If this is a 2.5” product try using both USB connectors on the Y cable
  • Try using a different USB port.

Check the Drive Partion using Disk Utilities

 

On a Mac PC the Disk Utility is used to verify that the drive is recognised by the system. HGST external drives (exc G-Technology products) are preformatted in FAT32 so that they can be used on both Windows and Mac PCs.

Click Go on the top menu bar, then choose Utilities, and Disk Utility.

If the drive had not appeared on the desktop, or if Disk Utility is showing  that the drive is formatted in a file system that is not recognised, then you can reinitialise the drive from within Disk Utility to a format that  the Mac will recognise.

Check System Profiler

The Mac System Profiler will show you whether the external drive is physically detected by the Mac.

Click on the blue Apple Menu in the top left corner of your desktop.

Select ‘About this Mac’ or ‘More Info’

When the System Profiler opens, click on ‘USB’

If your external drive is not listed, as a final step are you able to connect the external drive to a second Mac machine? If the problem follows the drive to the second Mac Pc, then the device may be faulty and you should request an RMA to return the drive under Warranty.

 

WINDOWS

Check the Power Cable

  • Check the power cables are well seated in the external drive (applies  only to 3.5” external drives), and also the AC socket you are connected to.
  • Do no have the drive connected through a USB hub.. ensure it is connected directly to the PC or laptop. Similarly make sure the adapter is connected directly to an AC outlet, and not via an extention cord.
  • If this is a 2.5” external drive, ensure the Y-cable is connected securely to the drive, and if necessary use both USB connectors . This will provide extra power. If you are connecting to a PC, use the USB ports at the back of the PC, and not any ports at the front. Again, do not connect via a USB hub, connect the drive directly.

 

Check the Data Cable

  • If you are connecting to a PC (ie not a laptop) then ensure you are connecting to the USB ports at the back of the system, and not any at the front.
  • Do not connect via a USB hub
  • If this is a 2.5” product try using both USB connectors on the Y cable
  • Try using a different USB port.

 

Check Disk Management

Even though you cannot see the drive on your desktop or in My Computer, we should check to see if the drive is recognised in Disk Management.

Right click on My Computer, and select Manage.

From the Computer Management window select Disk Management from the menu on the left.

In Disk Management check if you can see the drive.  If you can look at the partition on the drive then as new it will be labelled as FAT32, and should have a drive letter. It should also show the capacity of the drive, and be labelled Healthy.

If the drive does not say Healthy, or shows the file format as RAW, then the partition has become corrupt. It could also be corrupt if the bar above the drive is black and shows as Unallocated.

In this instance right click on the drive and select Delete partition. We can then right click on the drive again and select create partition. Follow the Wizard to create a Primary partition.

NB the drive will now have an NTFS partition on it, which whilst fine with Windows, will be unusable on a Mac. If you intend to use the drive with both a Windows PC and a Mac, then follow the link below to obtain a FAT32 formatting tool.

http://www.ridgecrop.demon.co.uk/index.htm?fat32format.htm

 

Check the drives status in Device manager :

Right click on My Computer, and select Manage.

From the Computer Management window select Device Manager  from the list on the left.

From the device list, expand the entry called Disk Drives. If the drive is detected by the system,
then there will be an entry here for your external drive.

If it is not listed under disk drives, expand the Other Devices entry and check if there is an entry for an Unknown Device.

Right click the Unknown Device and select Properties.

Under the General tab, it will probably state ‘This device is not working properly’ followed by either Code 28 or Code 10.

Code 10 would suggest a potential power supply issue (3.5” external drives”). If you have a second external drive with an equivalent power supply then you may try the second power supply.

If you do not have the option to try a different power supply, verify the problem by connecting to a different USB port, or if possible by connecting to a second PC.

If you still receive the same error code, then we would suggest creating an RMA and returning the drive under Warranty.

Code 28 would suggest a driver error.

Right click on the ‘drive’ entry in Device Manager and select Uninstall.

Remove the external drive, reboot the computer and reconnect.

If you receive the same error, do you have the opportunity to connect it to a second PC ?

If the drive fails on the second PC with the same error, then we would suggest raising an RMA and returning the drive under Warranty.


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Article ID: 45 Article Created: 12-21-2010 21:38 PMLast Modified: 07-22-2013 12:58 PM

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