Invalid Password or Forgotten Password Message on WD Security

Critical: WD Security uses 256-bit AES encryption. A failed drive, file system or media errors can result in failed access. Data stored on the drive cannot be accessed if the password is forgotten or cannot be remembered. There is no "forgot password" option to reset the password. Technical Support cannot provide a new password or other method to access encrypted data. The drive can still be used and reformatted by clicking the Erase button. The Erase drive process is Data Destructive and cannot be undone. Once the process begins, ALL THE DATA ON THE DRIVE WILL BE LOST!

Resolution

Follow the steps to resolve an invalid or forgotten password message.

1. Enter the correct password.
   Entering and incorrect password will result in Your password is invalid.
   
   

   

   
   

   Exceeding the maximum of 5 password attempts will result in a 5 Incorrect Attempts message.

   
   

   



2. Disconnect the drive from the computer and retry the password again.
   
   
   • Safe Eject the drive.
     
     Need more help?
     Answer ID 21880: Steps to Safe Eject and Remove USB Flash and External Drives on Windows or macOS
   
   
   • Disconnect the drive.
   
   
   • Connect the drive to the computer again
   
   
3. Try the password five more times.


4. Test the drive for S.M.A.R.T. failure and errors.
   
   
   • Test Drive for Errors
     Need more help?
     Answer ID 12452: Steps to Check Drives for Errors or Failures on Windows and macOS
   
   
   • Drive Test Failures
     Need more help?
     Answer ID 33498: Western Digital Warranty Replacement and Data Recovery
   
   
   • Drive Test Successful
     the drive will need to be erased and formatted again if the password is not working or has been forgotten.


5. Download and install WD Drive Utilities for Windows or macOS.
   
   Need more help?
   Answer ID 50396: How to Install and Use WD Drive Utilities Software


6. Enter WD Drive Utilities in the Windows Search bar or macOS Spotlight.
   Open WD Drive Utilities.


7. Erase the drive.
   
   
   

   Critical: Failed to erase drive occurs? Erase Drive button is greyed out or not selectable? Need more help? Answer ID 50557: WD & SanDisk Security Failed to Erase Drive After 5 Incorrect Password Attempts

   
   
   • Enter a Volume Name.
   • Select a File System Format.
   • Check the Box to erase all the data on the drive.
   • Click Erase Drive
     
     

     

     Do Not Close the window until the Drive Erase process has completed.
     
     



8. Start WD Security.
   Set a new password on the drive.