Follow the guided assist steps to resolve a drive not detected by Windows, macOS or on the network.
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New USB Flash or External Drive Purchase? | Format as NTFS on Windows | APFS on macOS |
Use USB Flash or External Drive on Both Windows and macOS? | Format as exFAT on Windows | exFAT on macOS |
Instructions for Windows OS
USB Flash and External Drive on Windows |
Internal Drive on Windows |
Network Attached Storage on Windows |
Instructions for macOS
USB Flash and External Drive on macOS |
Internal Drive on macOS |
Network Attached Storage on macOS |
Windows Network Attached Storage (NAS) Troubleshooting
Windows Update
- Type Windows Update in the search bar to access Windows Update in Settings.
- Click Check for updates.
Computer Security Software and Firewall
Temporarily disable any and all computer Firewalls, Malware, Anti-Virus, Internet Security and End Point Protection software that may be installed on the computer and or network that could prevent the discovery of a My Cloud on the network.
Windows Network Discovery
Ensure Public and PrivateWindows Network Discovery is Turned On
Please refer to Answer ID 18218 How to Enabled Windows Network Discovery
Netbios Over TCP/IP
Ensure NetBios over TCP/IP is enabled and set to (default) or On.
Please refer to How to Enable NetBios Over TCP in Windows
Windows Networking Services
Open the Services panel.
- Type services.msc from the search bar
- Click services.msc application
- Computer Browser
- DHCP Client
- DNS Client
- Function Discovery Resource Publication
- Network Location Awareness
- Plug and Play
- SSDP Discovery
- Storage Server
- Server
- TCP/IP NetBIOS Helper
- UPnP Device Host
- Workstation
- Right-click the service to be edited and select Properties
- Select Automatic from the Startup type: drop-down menu
- Click Apply to save the change
- Start the service if the Service status: shows Stopped.
- Click OK
- Reboot the computer
Ensure the following Windows Services are running and set to Automatic.
Please follow the steps listed below this list for instructions on how to make changes if needed.
Change Services Instructions
Change the properties to automatic startup any services not currently running.
WD NAS Networking
The WD Network Attached Storage (NAS) device is equipped with an Ethernet interface and should be connected to the same router as the computer being used.
please follow the instructions below:
- Verify the My Cloud is connected to the same router or network as the computer
- If using two routers, ensure the My Cloud and computer are connected to the router closest to the internet connection
- Disconnect any USB devices connected to the My Cloud
- Restart the network router
- Check that both the power cord and network cable are securely plugged in on both ends
- Verify the original power adapter or an authorized replacement is being used on the My Cloud.
Please refer to Answer ID 8216: Power Adapters for Western Digital Products for instructions replacing the power adapter if needed
Address Resolution Protocol (ARP)
Check the ARP table to determine if the My Cloud is obtaining an IP address or is present on the network.
- Open a Command Prompt
- Type arp -a
- WD NAS MAC (Machine Address Code) Addresses will always begin with 00-90, 00:90, 00-14, or 00:14
- Power Cycle On and Off the My Cloud if it does not appear in the ARP table
My Cloud Reset
If the solutions above have not resolved the issue, please reset the My Cloud.
To reset the My Cloud, please refer to Answer ID 29455: How to Pin Reset and System Only Restore My Cloud OS 5 Devices.
Failed or Damaged Drive Warranty Replacement
To replace a failed or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: Steps to Get a Warranty Replacement, Power Supply, or USB Cable.
Data Recovery Service
For My Cloud Home, please refer to Answer ID 26648: Data Recovery for My Cloud Home. |
Western Digital does not perform data recovery services.
Contact one of our Data Recovery Partners.
Any agreement you may reach with the service provider is a matter between you and the service provider.
Western Digital makes no warranty, express or implied, regarding the services provided by the service provider, including but not limited to, any warranty regarding the quality or reliability of services performed by it.
Your selection of the service provider is at your own risk. Western Digital assumes no liability for any loss or damages of any kind that relate to, arise out of or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Western Digital hard drive.
Need more help?
Western Digital Warranty Policy
macOS Network Attached Storage (NAS) Troubleshooting
macOS Update
Run App Store and check Updates to ensure your computer is up to date.
Computer Security Software and Firewall
Temporarily disable any and all computer Firewalls, Malware, Anti-Virus, Internet Security and End Point Protection software that may be installed on the computer and or network that could prevent the discovery of a My Cloud on the network.
macOS Discovery
Ensure the computer is set to allow sharing. Verify that both SMB (Samba) and AFP (Apple File Protocol) are enabled.
Apple File Protocol (AFP) is not supported on My Cloud OS 5 or My Cloud Home products. |
- Click the Apple Icon in the upper left corner of the screen
- Select System Preferences
- Click Sharing
- Check File Sharing
- Click Options
- Check both: Share files and folders using SMB and Share files and folders using AFP.
NOTE: The user accounts under Windows File Sharing are not required to allow access to a WD Network Attached Storage (NAS) - Click Done
WD NAS Networking
The WD Network Attached Storage (NAS) device is equipped with an Ethernet interface and should be connected to the same router as the computer being used.
please follow the instructions below:
- Verify the My Cloud is connected to the same router or network as the computer
- If using two routers, ensure the My Cloud and computer are connected to the router closest to the internet connection
- Disconnect any USB devices connected to the My Cloud
- Restart the network router
- Check that both the power cord and network cable are securely plugged in on both ends
- Verify the original power adapter or an authorized replacement is being used on the My Cloud
Please refer to Answer ID 8216: Power Adapters for Western Digital Products for instructions replacing the power adapter if needed
Address Resolution Protocol (ARP)
Check the ARP table to determine if the My Cloud is obtaining an IP address or is present on the network.
- Click the Spyglass Icon in the upper right corner of the screen
- Type Terminal in the search bar
- Type arp -a at the command prompt
- The WD NAS MAC Addresses will always begin with 00-90 or 00:90
- Power Cycle the drive if the My Cloud does not appear in the ARP table
My Cloud Reset
If the solutions above have not resolved the issue, please reset the My Cloud.
To reset the My Cloud, please refer to Answer ID 29455: How to Pin Reset and System Only Restore My Cloud OS 5 Devices.
Failed or Damaged Drive Warranty Replacement
To replace a failed or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: Steps to Get a Warranty Replacement, Power Supply, or USB Cable.
Data Recovery Service
For My Cloud Home, please refer to Answer ID 26648: Data Recovery for My Cloud Home. |
Western Digital does not perform data recovery services.
Contact one of our Data Recovery Partners.
Any agreement you may reach with the service provider is a matter between you and the service provider.
Western Digital makes no warranty, express or implied, regarding the services provided by the service provider, including but not limited to, any warranty regarding the quality or reliability of services performed by it.
Your selection of the service provider is at your own risk. Western Digital assumes no liability for any loss or damages of any kind that relate to, arise out of or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Western Digital hard drive.
Need more help?
Western Digital Warranty Policy
Windows Internal Drive Troubleshooting
IMPORTANT: 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 refer to Answer ID 16889: How to Handle Internal Hard Drives.
Format Drive
Internal drives do not come preformatted and may need to be initialized. Please refer to the articles listed below for instructions formatting your drive:
- Answer ID 8200: Steps to Format a Drive for Use with Windows or macOS
- Answer ID 20821: Steps to Format a Drive for Use on Windows and macOS Using exFat
Drive Not Detected After Formatting
After initializing and formatting, internal drives should automatically be detected by the operating system. If the drive does not appear, please follow the instructions below:
- Shut down the computer the drive is connected
- Verify the SATA cable is in working condition and replace with a known good cable if needed
- Check that both the data cable is securely plugged in at each end and the power connector is securely connected to the drive.
- Turn the computer on
- Check the drive is detected in the BIOS.
For instructions, refer to Answer ID 5264: Windows & macOS: Access the System BIOS - Check if the drive is detected in Disk Management.
For instructions accessing Disk Management, refer to Answer ID 18075: How to Access and Use Disk Management on Windows - If the drive is detected in Disk Management, the drive should be able to be initialized and formatted. Please note that this will erase all contents of the drive. If data recovery is required, please visit one of our preferred data recovery partners. WD does not provide data recovery services.
Disk Management Drive Not Detected
If the drive is not detected in Disk Management or will not initialize, run the diagnostics program designed for the model drive not being detected:
- See Answer ID 31759: Testing a drive for problems using Western Digital Dashboard
- Test the drive on another SATA port on the motherboard
- Test the drive on another computer
Check Drive For Errors
If the drive still cannot be detected, check the drive for errors.
For instructions, please refer to Answer ID 12452: Steps to Check Drives for Errors or Failures on Windows and macOS
Failed or Damaged Drive Warranty Replacement
To replace a failed or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: Steps to Get a Warranty Replacement, Power Supply, or USB Cable.
Data Recovery Service
IMPORTANT:Western Digital does not perform data recovery services.
Contact one of our Data Recovery Partners.
Any agreement you may reach with the service provider is a matter between you and the service provider.
Western Digital makes no warranty, express or implied, regarding the services provided by the service provider, including but not limited to, any warranty regarding the quality or reliability of services performed by it.
Your selection of the service provider is at your own risk. Western Digital assumes no liability for any loss or damages of any kind that relate to, arise out of or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Western Digital hard drive.
Need more help?
Western Digital Warranty Policy
Alternate Data Recovery Solutions
Please refer to the following options for alternate 3rd party data recovery solutions.
View the Use of Third-Party Software or Websites disclaimer.Western Digital Support cannot help with third-party software or hardware.
- Answer ID 18754: Third-Party Data Recovery Software for Windows and macOS
- Answer ID 34590: FILERECOVERY® WD Edition for Western Digital Drives
- Answer ID 25783: FILERECOVERY® WD Edition for My Passport and My Book
- SanDisk RescuePRO® and RescuePRO® Deluxe (for Windows and macOS)
macOS Internal Drive Troubleshooting
IMPORTANT: 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 refer to Answer ID 16889: How to Handle Internal Hard Drives.
Format Drive
Internal drives do not come preformatted and may need to be initialized. Please refer to the articles listed below for instructions formatting your drive:
- Answer ID 8200: Steps to Format a Drive for Use with Windows or macOS
- Answer ID 20821: Steps to Format a Drive for Use on Windows and macOS Using exFat
System Information
Internal drives should automatically be detected by the system.
If the drive is not detected, follow the solutions below to assist in troubleshooting the drive.
Check if the drive is detected in System Information
- Click the spyglass Icon
- Type System Profiler
- Click SATA/SATA Express to view internal SATA connected drives
- If the drive still cannot be detected by the macOS, please check the drive for errors.
For instructions, please refer to Answer ID 14800: How to Check External Drive for Errors or Failure using macOS Disk Utility First Aid
Disk Utility
Check if the drive is detected in Disk Utility.
Open Disk Utility to check if the drive is detected by the operating system.
For instructions, please refer to Answer ID 3823: How to Access macOS Disk Utility
Check Drive For Errors
If the drive still cannot be detected, check the drive for errors.
For instructions, please refer to Answer ID 14800: How to Check External Drive for Errors or Failure using macOS Disk Utility First Aid
Failed or Damaged Drive Warranty Replacement
To replace a failed or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: Steps to Get a Warranty Replacement, Power Supply, or USB Cable.
Data Recovery Service
IMPORTANT:Western Digital does not perform data recovery services.
Contact one of our Data Recovery Partners.
Any agreement you may reach with the service provider is a matter between you and the service provider.
Western Digital makes no warranty, express or implied, regarding the services provided by the service provider, including but not limited to, any warranty regarding the quality or reliability of services performed by it.
Your selection of the service provider is at your own risk. Western Digital assumes no liability for any loss or damages of any kind that relate to, arise out of or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Western Digital hard drive.
Need more help?
Western Digital Warranty Policy
Alternate Data Recovery Solutions
Please refer to the following options for alternate 3rd party data recovery solutions.
View the Use of Third-Party Software or Websites disclaimer.Western Digital Support cannot help with third-party software or hardware.
- Answer ID 18754: Third-Party Data Recovery Software for Windows and macOS
- Answer ID 34590: FILERECOVERY® WD Edition for Western Digital Drives
- Answer ID 25783: FILERECOVERY® WD Edition for My Passport and My Book
- SanDisk RescuePRO® and RescuePRO® Deluxe (for Windows and macOS)
Windows USB and External Drive Troubleshooting
Windows Update
- Safely eject the drive from the computer and Power Off the Desktop drive if applicable.
For more information, please refer to Answer ID 21880: Safe Eject and Remove an External Drive on Windows or macOS. - Disconnect the USB cable between the computer and the USB or external drive.
- Type Windows Update in the search bar to access Windows Update in Settings.
- Click Check for updates.
Drive Not Recognized
USB and External drives should be automatically recognized by the computers operating system. There is no additonal software needed for USB and external drives to function as storage devices. If the drive is not recognized, follow the solutions below to assist in troubleshooting. If the drive does not power on, or is not spinning, the unit could be damaged.
- Power OFF the computer
- Connect the USB cable directly to the computer. Do Not use a USB hub.
For more information, please refer to Answer ID 30483: USB Hub, PCI, PC Card Not Recommended for External Drives. - Connect the power cable(for Desktop drives) to a wall outlet
- Power ON the computer
- Log into the computers desktop (If needed)
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
The primary computer and USB Port may not supply enough wattage to power on the drive. Try a different USB port on the existing computer and an different computer if one is available to determine if the drive can be detected.
External Desktop Drive Power Adapter
- Connect the power adapter directly in to a wall socket instead of a power strip if available.
- Limit the amount of devices connected to the power strip.
For more information, please refer to Answer ID 8216: Power Adapters for Western Digital Products
Different Computer
Connect the USB or external drive to an different computer do determine if it can detect, mount and access the drive.
If the different computer can detect, mount and access the drive, try the original computer again.
- Safely eject the drive from the computer and Power Off the Desktop drive if applicable.
For more information, please refer to Answer ID 21880: Safe Eject and Remove an External Drive on Windows or macOS. - Disconnect the USB cable between the computer and the USB or external drive.
- Connect USB cable of the drive back to the original computer
- Check if the drive is detected in Disk Management on the original computer.
For instructions , please refer to Answer ID 18075: How to Access and Use Disk Management on Windows.
Check Drive For Errors
If the drive still cannot be detected, check the drive for errors.
For instructions, please refer to Answer ID 12452: Steps to Check Drives for Errors or Failures on Windows and macOS
Windows Hardware Device Driver
Check if the drive can be detected on USB 2.0 or USB 3.0 ports. If the drive can be detected 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
Windows Driver Update
Drivers are provided by the Operating System, Windows or macOS, and are installed when a USB or external drive is connected to the computer.
Check Device Manager for Unknown devices
- Access Device Manager.
For instructions, please refer to Answer ID 11635: How to Open Device Manager on 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
- For additional assistance, please refer to Answer ID 13977: How to Install WD Drivers for Windows and macOS for External Drives.
Disk Management Drive Letter Not Assigned
- Access Disk Management.
For instructions, please refer to Answer ID 18075: How to Access and Use Disk Management on Windows. - Check if the USB or external drive is detected 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 instructions, please refer to Answer ID 11635: How to Open Device Manager on Windows. - Expand Universal 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 Controller
Remove and reinstall USB controller:
- Access Device Manager.
For instructions, please refer to Answer ID 11635: How to Open Device Manager on Windows - Expand Universal Serial Bus controllers
- In Device Manager, right-click on the USB or external drive not being detected.
- Then in the View menu.
- Select "Devices by connection”.
- In the Device tree, select the one above the device not being detected, it may be "USB Mass Storage Device".
- Right-click on the associated "USB Mass Storage Device".
- Click the "Uninstall" button for that USB controller.
- Unplug the drive.
- Restart the computer.
- Then plug the drive back in.
- This should automatically reinstall the USB controllers. For further assistance on this, please contact the Motherboard or Computer manufacturer.
Failed or Damaged Drive Warranty Replacement
To replace a failed or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: Steps to Get a Warranty Replacement, Power Supply, or USB Cable.
Data Recovery Service
IMPORTANT:Western Digital does not perform data recovery services.
Contact one of our Data Recovery Partners.
Any agreement you may reach with the service provider is a matter between you and the service provider.
Western Digital makes no warranty, express or implied, regarding the services provided by the service provider, including but not limited to, any warranty regarding the quality or reliability of services performed by it.
Your selection of the service provider is at your own risk. Western Digital assumes no liability for any loss or damages of any kind that relate to, arise out of or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Western Digital hard drive.
Need more help?
Western Digital Warranty Policy
Alternate Data Recovery Solutions
Please refer to the following options for alternate 3rd party data recovery solutions.
View the Use of Third-Party Software or Websites disclaimer.
Western Digital Support cannot help with third-party software or hardware.
- Answer ID 18754: Third-Party Data Recovery Software for Windows and macOS
- Answer ID 34590: FILERECOVERY® WD Edition for Western Digital Drives
- Answer ID 25783: FILERECOVERY® WD Edition for My Passport and My Book
- SanDisk RescuePRO® and RescuePRO® Deluxe (for Windows and macOS)
macOS USB and External Drive Troubleshooting
macOS Update
- Safely eject the drive from the computer and Power Off the Desktop drive if applicable.
For more information, please refer to Answer ID 21880: Safe Eject and Remove an External Drive on Windows or macOS. - Disconnect the USB cable between the computer and the USB or external drive
- Run App Store and check Updates to ensure your computer is up to date
Drive Not Recognized
USB and External drives should be automatically recognized by the computers operating system. There is no additional software needed for the USB or external drives to function as storage devices. If the drive is not recognized, follow the solutions below to assist in troubleshooting. If the drive does not power on, or is not spinning, the unit could be failing.
- Power OFF the computer
- Connect the USB cable directly to the computer. Do Not use a USB hub.
For more information, please refer to Answer ID 30483: USB Hub, PCI, PC Card Not Recommended for External Drives. - Connect the power cable(for Desktop drives) to a wall outlet
- Power ON the computer
- Log into the computers desktop (If needed)
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
The primary computer and USB Port may not supply enough wattage to power on the drive. Try a different USB port on the existing computer and an different computer if one is available to determine if the drive can be detected.
External Desktop Drive Power Adapter
- Connect the power adapter directly in to a wall socket instead of a power strip if available.
- Limit the amount of devices connected to the power strip.
For more information, please refer to Answer ID 8216: Power Adapters for Western Digital Products
System Information
Check if the drive is detected in System Information
- Click the spyglass Icon
- Type System Information
- Click USB or Thunderbolt to view connected drives
Different Computer
Connect the USB or external drive to an different computer do determine if it can detect, mount and access the drive.
If the different computer can detect, mount and access the drive, try the original computer again.
- Safely eject the drive from the computer and Power Off the Desktop drive if applicable.
For more information, please refer to Answer ID 21880: Safe Eject and Remove an External Drive on Windows or macOS. - Disconnect the USB cable between the computer and the USB or external drive.
- Connect USB cable of the drive back to the original computer
- Check if the drive is detected in Disk Utility on the original computer.
For instructions , please refer to Answer ID 3823: How to Access macOS Disk Utility.
Check Drive For Errors
If the drive still cannot be detected, check the drive for errors.
For instructions, please refer to Answer ID 14800: How to Check External Drive for Errors or Failure using macOS Disk Utility First Aid
Failed or Damaged Drive Warranty Replacement
To replace a failed or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: Steps to Get a Warranty Replacement, Power Supply, or USB Cable.
Data Recovery Service
IMPORTANT:Western Digital does not perform data recovery services.
Contact one of our Data Recovery Partners.
Any agreement you may reach with the service provider is a matter between you and the service provider.
Western Digital makes no warranty, express or implied, regarding the services provided by the service provider, including but not limited to, any warranty regarding the quality or reliability of services performed by it.
Your selection of the service provider is at your own risk. Western Digital assumes no liability for any loss or damages of any kind that relate to, arise out of or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Western Digital hard drive.
Need more help?
Western Digital Warranty Policy
Alternate Data Recovery Solutions
Please refer to the following options for alternate 3rd party data recovery solutions.
View the Use of Third-Party Software or Websites disclaimer.
Western Digital Support cannot help with third-party software or hardware.
- Answer ID 18754: Third-Party Data Recovery Software for Windows and macOS
- Answer ID 34590: FILERECOVERY® WD Edition for Western Digital Drives
- Answer ID 25783: FILERECOVERY® WD Edition for My Passport and My Book
- SanDisk RescuePRO® and RescuePRO® Deluxe (for Windows and macOS)