Retrieving files/videos


hav an external MB Essential 1TB, when attempting to retireve some videos all seems fine until the end when I get the " some files not retrieved" message. I click to see which files and find it’s all of them. In the box showing the unretrievable files the reason appears to be  something about being “…unable to locate metadata…” … yeah I’m a noob at this and it’s probably something I’m overlooking but can’t seem to find it, any help would be great and TIA …


The smartware software is having a issue and needs to be reinstalled on the computer