I have a new WD Passport which I have installed on a Sony Vaio, running windows 8.1.
I downloaded the program files from the web and am on version 1.6.6060.18987 for WD backup. I’m using the USB 3.0 port to connect the Passport. I can feel that the Passport is spinning and WD utilities tell me it is healthy.
My computer sees the drive, and I can manually copy and paste files into it, but when I try to set up WD Backup, I cannot see this drive, only my dropbox. It searches for other devices (shown by a moving symbol in left hand corner), but does not see the Passport. I have tried using a different port (USB 2.0) and the problem persists.
I use Kaspersky virus protection and this software is on their OK list, so there should be no problem there. I also tried switching Kaspersky off, and there was no change. I have also removed and reinstalled WD software, and there was no change. I have also switched off dropbox and there is no change.
I had assumed that a Passport would be pretty much plug and play, but it isn’t & would welcome suggestions as to what the try next.
I have also been in contact with WD support who suggested I try various things, none of which worked. I have also tried using the drive on another windows 8.1 machine, and the problem is identical. I replied to WD support 2 days ago and they have not responded. Not sure what to do next.
Bill, That looks like my problem, but unfortunately I have already tried all that. I have tried the same drive on a different machine and had the same problem. Also tried the Acronis option at the end, the installation does not complete.
Any ideas please?
Also, the instructions for installing Acronis say ’ You need at least one WD hard drive attached in your system to be able to install and run the product.’ As the installation is failing, this reinforces my thinking that there is a problem with the drive. I can copy and paste to the drive, and hardware sees passport 25E1, but something is not right with it.
Also Bill, as the instructions for installing Acronis say ’ You need at
least one WD hard drive attached in your system to be able to install and
run the product.’ This reinforces my thinking that there is a problem with
the drive. I can copy and paste to the drive, and hardware sees passport
25E1, but something is not right with it.
Bill, I tried all of that and unfortunately it didn’t help. I have tried
the same drive on a different machine and had the same problem. Also tried
the Acronis option at the end, the installation does not complete.
Any ideas please?
I would make sure that you have all your Windows updates, and then do a scan on your laptop and the Passport for any viruses. After you finish scanning for viruses, make sure you don’t have Acronis showing up in your programs and features in Control Panel, then I would disable Kapersky and try installing Acronis again with the Passport connected. Sometimes, it can be the antivirus preventing installations when things don’t install correctly the first time.
If it doesn’t install this time, then indeed there might be something off with the Passport, especially if you’ve changed cables and computers. You could also delete the partition and reformat the drive to make sure it isn’t a file system issue. Just know that doing so will wipe any data you have on the drive.
Thanks for your reply. Windows is completely up to date. The Passport is brand new. I use Kaspersky protection and that has not detected anything.
Acronis is not showing in the control panel.
I then disabled Kaspersky and tried installing again with the Passport connected (as it was last time too). Acronis is still not installing, I unpack the zip file, then start the exe file and it gets as far as ‘unpacking the installer files’, then does not progress further.
I checked the passport drive for health, and there were no issues. Therefore haven’t tried reformating it, and it is brand new.
I haven’t been able to change cables as I don’t have another one, but I have tried the passport and its cable on another PC and had exactly the same problem.
I think it’s time to take it back to the shop.
Are you fully unzipping the Acronis file before starting to run the software? If so, then it’s possible the file is corrupted and may need to be downloaded again. However, I can understand your frustration and can’t blame you for taking it back.
well, I borrowed another cable (from a camera) which has the same end connector as the one for the Passport. Tried uninstalling and then reinstalling the wd passport software, and got the same problem as before. then uninstalled the passport software and tried again with downloading and reinstalling the acronis (yes did unzip it properly so far as I can tell) - still no good. Kasperky has been off throughout this.
So back to the shop tomorrow.
Hey, thanks for at least trying. Just to make sure that there were no issues with the Acronis zip file, I downloaded it and installed it. It worked fine. However, I did come across a warning from our knowledge base that Acronis won’t install if the pc’s c: drive is either a RAID, or connected to a RAID port, though it’s not in a RAID configuration.
Good. It stands to reason that if Acronis can’t find the Passport’s product id, then it wouldn’t be able to load anyway. At this point, I wouldn’t trust the Passport. Something may have happened to it in shipping or at the store.
