My Book Essential not recognized by computer anymore

Portable Drives My Passport
1

I just did the software update for smartware & now my external drive is not being recognized.

I have win 8.1 laptop and My Book Essentail.

The drive was working properly prior to this update & now nothing.  When I plug it in I get “F drive”, but then it goes away & I also get a message about a unrecognized usb.  Under device manager, the usb port says “device can not start (code 10)”.  Also, under device manager, portable drives, it says “device can not start (code 10)”.  I was trying to change the assigned drive, but can’t even bring it up under disk management.  When the drive is plugged in, I keep getting “connecting to virtual disk server” message which doesn’t seem to go away.

I plugged it into a windows 7 laptop & it saw it, but I could not access the drive (it was not visible under “Computer”) & with the Smartware quick view it said there was no data (0%).

How can I get to my data or did I lose it & how did that happen?

Thanks for the help!

2

Hello,

Try using another USB cable if possible. also make sure the drive is plugged in directly into a wall outlet, avoid any extension cords, power strips and surge protectors.

3

Just tried a different usb cable on both computers & no change.

The win 7 laptop under smartware says “no writeable smartware partition” & on the win 8 laptop - same usb message & can not start drive under device management.

The light is on & blinks some & I hear a very soft hum of the drive spinning.

I’ve tried the diagnostic tool from the wd website, but it can’t see the drive to analyze it.

4

Hello,

If your drive is not locked and WD DLG is not able to see the drive then I recommend you get this drive replaced.

How to get an RMA, (Return Merchandise Authorization) or replace a defective product under warranty