Freaking out here! WD 2T my book essential non writable partition

It was plugged directly into the wall, so that isn’t an issue. 

I got a call from WD and the guy told me it was a security issue when I switched my OS. That seems really stupid to me. But anyway, I let him remote in and he looked at things. He said that the only way to get the data off this drive is to use a recovery program. I’m fine with that. HOWEVER, I’ve tried two different ones so far with no luck. The drive won’t stay unlocked long enough for it to even start running. It just keeps rerunning that unlock program over and over. Thoughts on that?