I just bought a new My Book Essential 2TB external hard drive and it will not allow me to update the firmware. I followed all the steps including turning off anti-virus and checking .NET Framework 3.5 was already installed. Each time I attempted to update the firmware, I go this error message:
“Please disconnect all USB devices and connect only the WD drive you want to update; then click Rescan”
My Book was the only USB device connected and “Rescan” always produced the same error message for me.
I spent 45 minutes with tier one support and another hour with a senior tech. We tried updating from both my laptop and my desktop separately. My mouse and keyboard on my desktop were USB but how can I finish the process with no mouse or keyboard? After all that time trying different things, the senior tech concluded it was a defective unit.
On the senior techs advice, I drove 20 miles to the computer store and swapped it out for a new unit of the same model and had the exact same issue. This has turned into wasting almost my entire day. I really don’t want to spend another 1+ hours with tech support. I’m hoping someone can give me a solution.