My Passport or My Book is not recognized or full capacity not accessed by a Smart TV or DVR


Issue:

My Passport or My Book is not recognized or full capacity cannot be accessed by a Smart TV or DVR.


Cause:

The Smart TV or DVR may not support the partition table, filesystem and or capacity of the My Passport or My Book.


Solution:

General Troubleshooting

WD Drive File System Format

The file systems on WD External USB Drives vary per product make and model. The table listed below displays possible file system formats of WD USB drives.

  • Reformatting the USB drive may be required for the make and model of Smart TV or device being used.
  • Please refer to your Smart TV or DVR User Manual to determine the file systems supported on external USB drives.
WD Drive Factory Format
My Passport AV TV FAT32
My Book AV TV FAT32
   
My Passport NTFS, FAT32, exFAT
My Book NTFS, FAT32, exFAT
   
My Passport for mac HSF+
My Book for mac HSF+

 

Drive Sector Sizes

Earlier small capacity drives use a 512 byte sector size with MBR Newer higher capacity drives use a more efficient 4096 byte sector size with GPT.

Although the partition table and the file system can be changed, the sector size of the drive cannot be modified.


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 Smart TV or DVR USB port may not provide enough power for the external drive.

  • Power from USB ports can vary. The 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


General Smart TV Support

Verify if the partition table, capacity and filesystem of the My Passport or My Book is compatible with your Smart TV or DVR.

  1. Open Disk Manager on Windows or Disk Utility on macOS
  2. Verify the file system format of your external USB Drive  (exFAT, FAT32,NTFS,HSF+, etc...)
  3. Verify the partition table of your external USB Drive  (MBR, GPT.)
  4. Contact your Smart TV manufacturer or consult their Knowledge Base Articles (KBA) to determine if the make of model of the TV supports the partition table, file system and capacity of the external USB drive.



Vendor Specific Support


Western Digital Technical Support does not provide setup, configuration or technical support for thrid party vendor products.

Please click to view the Use of Third-Party Software or Websites disclaimer


SONY TV Online Resources

Supported File Formats for USB Compatible Sony® TVs
https://esupport.sony.com/US/p/support-info.pl?info_id=800&mdl=KDL32BX421

SAMSUNG TV Online Resources

Samsung TV: How do I Play Media Files in USB Devices?
https://www.samsung.com/hk_en/support/tv-audio-video/samsung-tv-how-do-i-play-media-files-in-usb-devices


Applied Products:

My Passport
My Passport AV-TV
My Book
My Book AV-TV


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