My Passport Elite won't even do initial backup

Each attempt adds more files (but nothing shows on drive) and aborts w/same Error message each time (email tech’s answer first update sofware, then drive failure need to return). Can’t access diagnostics tool. Any answers/options? 

ALSO - says “backup software” – is this true?  THANKS!!!

Try this:

Re-format the WD My Passport Elite drive under Device Manager.

Select NTFS file system.

Re-run the WD Smartware.

Choose and run the Diagnostic.

It should be fine now.

Try drag and drop file to it manually, it also should work.