# WD Drive utilities doesn't recognize my Passport Essential

**URL:** <https://community.wd.com/t/wd-drive-utilities-doesnt-recognize-my-passport-essential/219359>\
**Category:** WD Utilities\
**Created:** [January 5, 2018, 6:15pm UTC](https://community.wd.com/t/wd-drive-utilities-doesnt-recognize-my-passport-essential/219359 "2018-01-05T18:15:56Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![spinalgr1990](https://avatars.discourse-cdn.com/v4/letter/s/34f0e0/32.png) [@spinalgr1990](https://community.wd.com/u/spinalgr1990)\
**Post date:** [January 5, 2018, 6:15pm UTC](https://community.wd.com/t/wd-drive-utilities-doesnt-recognize-my-passport-essential/219359/1 "2018-01-05T18:15:56Z")

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WD Drive utilities doesn’t recognize my Passport Essential and it says “Attach a supported drive”. Windows recognizes the drive.I want to update the firmware and I can’t.

Also I can connect the disk only into a usb 3.0 port. If I put it in a usb 2.0 port , spins and after a while stops spinning and computer doesn’t recognizes it.

That’s my disk

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**Author:** ![logan.h](https://avatars.discourse-cdn.com/v4/letter/l/58f4c7/32.png) [@logan.h](https://community.wd.com/u/logan.h)\
**Post date:** [January 11, 2018, 4:47pm UTC](https://community.wd.com/t/wd-drive-utilities-doesnt-recognize-my-passport-essential/219359/2 "2018-01-11T16:47:35Z")

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Hello spinalgr1990,

You should try contacting WD’s Technical Support about this for live assistance and troubleshooting regarding replacing failed drive in My cloud device.

To Contact WD for Technical Support

> **[Western Digital Support | Western Digital](https://support-en.wd.com/app/ask)**
>
> Not finding the answer to your Western Digital storage product question? You can ask your Western Digital Support question here.

The link below will allow you to call support

> **[Contact Customer Support | Western Digital](https://www.westerndigital.com/support/international-phone-numbers)**
>
> See a list of Support contact phone numbers from around the world.
> Please note that this is the contact page for support, not the corporate page for contacting Western Digital, which includes information on sales and product inquiries.

Also, the drive picture you have posted it is WD internal drive not a My passport essential drive.

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**Author:** ![spinalgr1990](https://avatars.discourse-cdn.com/v4/letter/s/34f0e0/32.png) [@spinalgr1990](https://community.wd.com/u/spinalgr1990)\
**Post date:** [January 30, 2018, 10:14am UTC](https://community.wd.com/t/wd-drive-utilities-doesnt-recognize-my-passport-essential/219359/3 "2018-01-30T10:14:18Z")

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I have done this but wd team hasn’t replied my until now.

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**Author:** ![DeeFromMars](https://avatars.discourse-cdn.com/v4/letter/d/898d66/32.png) [@DeeFromMars](https://community.wd.com/u/DeeFromMars)\
**Post date:** [February 9, 2018, 11:21pm UTC](https://community.wd.com/t/wd-drive-utilities-doesnt-recognize-my-passport-essential/219359/4 "2018-02-09T23:21:25Z")

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Hello!

I think you My Passport Essential is not supported by Drive Utilities. Check on the downloads page for compatible devices.

> **[WD Software](https://support.wdc.com/downloads.aspx?lang=en)**
>
> List of all WD firmware and software available for download.