Can't Connect My Passport


I am struggling to access a brand new WD My Passport and I suspect something is wrong with my Windows fundamentally, and I wish to reset Windows, however I would like to backup my files to an external hard drive, but have so far been unsuccessful in doing so.

When I plug in the My Passport, I hear a sound indicating that it has been connected. However, it does not show up in file explorer, and it does not show up in disk manager. It shows up in device manager, along with an error:


The drivers for this device are not installed. (Code 28)

There are no compatible drivers for this device.

To find a driver for this device, click Update Driver.


Windows fails to find a driver when trying to search for one automatically, and upon researching online for drivers for WD My Passport, I was met with no results. My understanding is that there are no drivers you need to download to use WD My Passport, installation guides by WD do not seem to mention anything of the such either.

This is where I have remained stuck for some time. But furthermore, I noticed a few “Unknown Devices” each with Code 28 errors, and their hardware IDs give me an impression that they’re fundamental in some way, including “ROOT\hvservice” and “BTH\MS_BTHPAN” leading me to believe that I may have some lower level issue.

I have WD Discovery and WD Utilities installed. I have tried other ports on my computer to no avail, and when I connect the drive to another PC it works just fine (with no other software or drivers manually downloaded).

I would appreciate any and all help.

Thank you.

Please try a different computer and see if it appears there.

I would also try a different cable.

(note: this is the special external 3.5 HDD cables, not the standard USB cable you use for phones, cameras, and 2.5 HDDs)