WD MyBook Essential 3TB goes off-line

[RichPasco]

I have a WD MyBook Essential 3TB external drive, model WDBACW0030HBK-NECS, which I use for backup of my WIndows XP system.  Just after its two-year warranty expired this August, I started having this problem:  About half-way through my backup, I get a bunch of error messages about “Delayed Write Failure” and the drive goes off-line.  If I unplug its USB connection and power it off and on again, then reconnect, it comes back online and works OK for a while, until the problem recurs.

I tried running CHKDSK /f on it.  When Stage 2, Verifying Indexes, is 13% complete, it hangs for a long time and then aborts with “An unspecified error occurred.”  After that, I have to power-cycle the drive before I can use it again.

I should add that an identical drive works OK when connected via the same USB cable and power supply, so the problem is definitely in the drive, not its environment.

I would normally call WD tech support, but since the warranty has just expired I would not expect their help.  But I’m not ready to junk it yet.  Does WD have a diagnostic program which would more clearly diagnose (and fix) the problem?

     - Rich

Update: I installed and launched Western Digital’s Data Lifeguard Diagnostic for Windows, version 1.24,  On the opening window, my troubled MyBook Essential appeared in the bottom “Logical Drive” pane with the correct drive letter, but not at all in the upper “Physical Drive” pane.  I cannot proceed tor un diagnostics because there is nothing to select.  I notice that the downloads page for this model number MyBook Essential does not include a link to WD-DLD, so maybe this tool can not diagnose this model drive?

[John012]

You should try contacting support and see what else can be done in this case.

http://support.wdc.com/contact/contact.asp?lang=en

[RichPasco]

Thank you, John.  Actually, yesterday I did open a Support Case No. with the same question but I have not received an answer [yet].  I suppose I could give them a call at 1 (800) 275-4932.

[John012]

If you want to speed up things you can definitely call.

Otherwise just wait for support to reply back to your email.

[RichPasco]

Glad I called.  Since the product is just out of warranty, they agreed to make a one-time exception and replace it at no charge.  Gave me an RMA number and we’re all set.

[John012]

That’s great!

You should expect that type of service coming from WD

Welcome to the WD Community.

[RichPasco]

By the way, while I was on the phone with Tech Support, a different Tech Support representative replied to my on-line Case submission, and made the same offer of a one-time exception to the warranty expiration.