Windows or macOS cannot find my drive

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IMPORTANT Important:

There are many reasons an Operating System (OS) does not recognize a WD drive.
The instructions below are designed to assist in troubleshooting issues related to drives and devices not being recognized by a computer.
Please try one solution at a time and test for resolution before continuing with the next item.





NAS & My Cloud Drives:



Depending on how the PC and network are configured, network drives, including the My Cloud product line, may not be seen by Windows or macOS.
For assistance getting the OS to recognize the drive, please follow the instructions below:


  1. Ensure the My Cloud is connected to the same router and or network as your computer

  2. Disconnect any USB devices connected to the device

  3. Restart the network router

  4. Reset the device:


  5. Check that both the power cord and network cable are securely plugged in on both ends

  6. Verify that the original power adapter or an authorized replacement is being used.
    Please see Answer ID 1378: What is the correct power supply to use with your Western Digital external hard drive? For assistance replacing the power adapter if needed.

  7. Power on the device

  8. Once powered on the LED on the device should be lit. For older NAS products please refer to your user manual for LED behaviors. For My Cloud products, please see the information below:

    • The front power LED should be solid blue when the device is ready
    • If the power LED is red, please check the connections on both ends of the network cable
    • If the power LED is blinking blue or white, the system is starting or busy. Please wait for the power LED to turn solid blue.
      For more details on Blinking White or Blue power LED, please refer to Answer ID 15036 Blinking white or blue power LED on My Cloud

  9. Verify that the drive is listed with an IP address in the ARP table:

    • Windows Users: Open a Command Prompt and type arp -a
    • macOS Users: Open Terminal and type arp -a > more. Use the space bar to advance to the second page if needed.

  10. If the drive does not appear in the ARP table or is unable to be mapped, Power Cycle the drive

  11. If the drive still cannot be seen by the OS, please check the drive for damage.
    For assistance, please see Answer ID 14920: How to check if a WD drive is damaged or defective

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Internal Hard Drives and Solid State Drives Not Detected By Operating System

STOP Critical: Special handling is required to protect hard drives from damage. Hard drives can be damaged by excessive physical force or from Electrostatic Discharge (ESD).
For more information on how to avoid ESD damage please see Answer ID 1486: How to properly handle Western Digital internal hard drives

Internal drives do not come preformatted and may need to be initialized. Please see the answers below for assistance formatting your drive:

After initializing and formatting, internal drives should automatically be seen by most operating systems. If the drive does not appear, please follow the instructions below:

  1. Shut down the computer the drive is connected to

  2. Verify the SATA cable is in working condition and replace if needed

  3. Check that both the power supply cable and data cable are securely plugged in to both the drive and the motherboard/controller card of the computer

  4. Turn the computer on

  5. Windows Users: Check that the drive is detected in the BIOS.
    For assistance, please see Answer ID 536: How to access the system BIOS

  6. Windows Users: See if the drive is seen in Disk Management.
    For assistance accessing Disk Management, see Answer ID 1284: How to access Disk Management in Windows to manage hard drives

  7. Test the drive on another SATA port on the motherboard

  8. Test the drive on another computer

  9. If the drive still cannot be seen by the OS, please check the drive for damage.
    For assistance, please see Answer ID 14920: How to check if a WD drive is damaged or defective

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External Drives on Windows and macOS

External drives should automatically be seen by most operating systems.

If the drive is not seen, follow the solutions below to assist in troubleshooting your external drive issue. If the drive does not power on, or is not spinning, the unit could be damaged.


Windows Update


My Book Drive Not Recognized

  • Safely eject the drive in Windows and Power Off the Desktop drive if applicable
    Please see Answer ID 15058: Safely removing the USB device from the computer
  • Power OFF the computer
  • Disconnect the My Book USB cable from the computer
  • Disconnect the My Book power cable from it's power source
  • Power ON the computer
  • Log into the computers desktop
  • Connect the My Book power cable to a wall outlet
  • Connect the My Book USB cable directly to the computer. Do Not use a USB Hub

My Passport Drive Not Recognized

  • Safely eject the drive in Windows and Power Off the Desktop drive if applicable
    Please see Answer ID 15058: Safely removing the USB device from the computer
  • Power OFF the computer
  • Disconnect the My Passport USB cable from the computer
  • Power ON the computer
  • Log into the computers desktop
  • Connect the My Book USB cable directly to the computer. Do Not use a USB Hub

USB Cables

A USB cable may work with one computer but not another. Obtaining a high quality replacement or trying a different USB cable may resolve your issue


USB Port Power and Dual Powered USB Cable

If the alternate computer can see and access the drive, the primary or other computers USB port may not provide enough power for the external drive.

  • Power from USB ports can vary. Tthe use of a Power Booster cable may be needed in order to provide enough power to the USB drive. A Power Booster cable is a Y-shaped cable, with an extra connector, that allows for connecting a USB device to two USB ports on a computer.

  • For (My Book) connect the power adapter directly in to a wall socket if available


Different Computer

Connect the drive to a different computer. If the computer can see and mount the drive, check the drive for errors.


WD Software Services

Ensure the WD Drive Manager and all WD Services are running and set to Automatic.

  • Access the Services panel:
    • Open Services using the Run panel:
      • Click on Start (Windows logo) at the bottom-left of the screen
      • Type Run and press Enter
      • In the Run panel, type services.msc and press Enter
    • Open Services using Control Panel:
      • Right-click (or left-click if using Windows 7) on Start (Windows logo) at the bottom-left of the screen
      • Click on Control Panel
      • Click System and Security
      • Click Administrative Tools
      • Click on Services
  • Modify the Services as needed:
    • WD Backup
    • WD Backup Drive Helper
    • WD Backup Snapshot
    • WD Drive Manager


Windows Services

Ensure the following Windows Services are running and set to Automatic. Start services that are not running.

  • Access the Services panel:
  • Open Services using the Run panel:
    • Click on Start (Windows logo) at the bottom-left of the screen
    • Type Run and press Enter
    • In the Run panel, type services.msc and press Enter
  • Open Services using Control Panel:

    • Right-click (or left-click if using Windows 7) on Start (Windows logo) at the bottom-left of the screen
    • Click on Control Panel
    • Click System and Security
    • Click Administrative Tools
    • Click on Services
  • Modify the services as needed:
    • Computer Browser
    • Plug and Play
    • Portable Device Enumerator Service
    • SSDP Discovery
    • Storage Server
    • UPnP Device Host
    • Virtual Disk
    • Workstation
  • Reboot the computer


Hardware Device Driver In Windows

Check if the drive can be seen on USB 2.0 or USB 3.0 ports. If the drive can be seen on a USB 2.0 but not a USB 3.0 port, the motherboard drivers should be updated. Please refer to your motherboard manual or contact your PC manufacture to update the hardware drivers


Update Device Driver

Check Device Manager for Unknown devices

  • Access Device Manager. For assistance, please see Answer ID 278: How to access Device Manager in Windows
  • Under the Action tab, select Scan for hardware changes
  • In Device Manager, expand Disk Drives, Portable Devices or Universal Serial Bus Controllers to determine if the device is displayed as Unknown
  • Right-click on the Unknown Device
  • Click Properties
  • Select the Driver tab and click Update Driver
  • Restart the computer

Disk Management - No Drive Letter Assigned

  • Access Disk Management. For assistance, please see Answer ID 1284: How to access Disk Management in Windows to manage hard drives
  • Check if the external drive is seen in Disk Management without a drive letter assigned
    • If a drive letter is not assigned, automount may be disabled
  • Set automount to enabled
    • Click on Start (Windows logo) at the bottom-left of the screen
    • Type cmd, but don't press Enter
    • Command Prompt will display. Right-click on it
    • Click Run as Administrator
    • A Windows Console will open. Type the following commands
      • Type: diskpart
      • Type: automount
      • Type: automount enable
      • Type: exit
  • Restart the computer

USB Root Hub Power Controls

Disable the ability for the computer to turn off the USB Root Hub to save power:

  • Access Device Manager. For assistance, please see Answer ID 278: How to access Device Manager in Windows
  • Expand USB Serial Bus Controllers
  • Right-click on USB Root Hub
  • Choose Properties
  • Select the Power Management tab
  • Uncheck Allow the computer to turn off this device to save power and click OK to save the changes. Repeat for all remaining USB Hubs
  • Restart the computer
    • If the device is still not recognized, undo the changes by Checking the Allow the computer to turn off this device to save power for all USB hubs
  • After saving the changes, Restart the computer

Reinstall USB Controllers

Remove and reinstall all USB controllers

  • Access Device Manager. For assistance, please see Answer ID 278: How to access Device Manager in Windows
  • Expand Universal Serial Bus controllers
  • Right-click every device under the Universal Serial Bus Controllers
  • Click Uninstall for every USB controller
  • Restart the computer
  • Reinstall the USB controllers. For assistance on this, please contact the Motherboard or Computer manufacturer

Mac System Profiler

  1. Open System Information by clicking Finder from the dock Applications > Utilities > System Information
  2. From the Hardware column, select USB
  3. Review the connected USB devices. The name of the USB device may not be correct, but the quantity of attached devices should be accurate
  4. If the device shows up in System Information, even if the device doesn't work, the issue is usually due to software. Your best solution is to try updating the drivers, creating a new user, or reinstalling the system software
  5. If the device doesn't show up in System Information, the issue is more likely to be hardware; either the device or the USB port isn't working properly

Drive Reformat

In some cases, an external drive formatted by one computer may not be seen by a different computer. Please follow the steps below if the drive was originally formatted on a different computer:

  • Connect the external drive to the computer the drive was originally formatted on
  • Copy or Backup the content to another device
  • Format the external drive
  • Safely eject the external drive. For assistance, please see Answer ID 15058: Safely removing the USB device from the computer
  • Connect the external drive to the computer that could not see the drive before
  • If the drive is still not seen by the computer, there could be something wrong with the computer or one of its components. Please consult with your local computer hardware repair services to assistance

Defective or Damaged Drive - Data Recovery

Options for Defective or Damaged drives are listed below

    If data recovery is required, please contact one of our data recovery partners or try one of these disk repair and data recovery solutions.

IMPORTANT Important: Western Digital does not perform data recovery services. If data recovery is needed, please see Western Digital's Data Recovery page.


Use of Third-Party Software or Websites
We may recommend use of software, information, products, or websites that are owned or operated by other companies. We offer or facilitate this recommendation by hyperlinks or other methods to aid your access to the third-party resource. While we endeavor to direct you to helpful, trustworthy resources, We cannot endorse, approve, or guarantee software, information, products, or services provided by or at a third-party resource or track changes in the resource. Thus, we are not responsible for the content or accuracy of any third-party resource or for any loss or damage of any sort resulting from the use of, or for any failure of, products or services provided at or from a third party resource. WD recommends these resources on an “as is” basis. When you use a third party resource, you will be subject to its terms and licenses and no longer be protected by our privacy policy or security practices, which may differ from the third policy or practices or other terms. You should familiarize yourself with any license or use terms of, and the privacy policy and security practices of, the third party resource, which will govern your use of that resource.


Defective or Damaged Drive - Warranty Replacement

To replace the defective or damaged drive under warranty, please check the drive's warranty
If the drive is in warranty, create an RMA

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