Attach a supported WD drive


Issue:

WD Software reports "Attach a supported WD drive" when the external drive is read and writable by the PC.


Cause:

  • The WD Drive Manager or other WD Service may not be started
  • The WD Drive is not supported on the WD Software used
  • The firmware version currently running on the WD Drive is older than the WD Drive Manager supports and may benefit from a firmware update

Solution:

Windows

  • Ensure the WD Drive Manager and all WD Services are running and set to Automatic (Windows PC Only)
    1. Access the Services panel:
    2. Open Services using the Run panel:
    3. Click on Start (Windows logo) at the bottom-left of the screen
    4. Type Run and press Enter
    5. In the Run panel, type services.msc and press Enter
    6. Open Services using Control Panel:
    7. Right-click (or left-click if using Windows 7) on Start (Windows logo) at the bottom-left of the screen
    8. Click on Control Panel
    9. Click System and Security
    10. Click Administrative Tools
    11. Click on Services
  • Modify the Services as needed:
    • WD Backup
    • WD Backup Drive Helper
    • WD Backup Snapshot
    • WD Drive Manager

If WD Software still cannot see the drive, please refer to one of the helpful knowledge base articles below.

macOS

  • Verify the WD Drive is mounted and accessible from the desktop
  • Ensure the WD Drive's firmware is up to date. Please follow this link for more information: How to update the firmware on a My Book or My Passport
  • Uninstall All WD Software.
    IMPORTANT Important: Always use the WD Software's Uninstaller from the Applications directory in macOS or re-run the WD Software's Installer and check the box to Uninstall when prompted. Never move Installed WD Software to the trash.

  • Download and install WD Discovery. Please follow this link for more information: How to Install and Launch on a Mac
  • Verify if the WD Drive is recognized by WD Discovery
  • If the WD Drive is recognized by WD Discovery, then click the Apps tab and install the WD Software desired. Please follow this link for help information: How to Install WD Apps

If WD Software still cannot see the drive, please refer to one of the helpful knowledge base articles below.



Applied Products:



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