In case the answer did not answer your question, you can always visit the WD Community for help from WD users.
Windows Network Attached Storage (NAS) Troubleshooting
Return to WDC. Answer ID Please select the product type for the operating system from the table above. Click on Start Windows logo at the bottom-left of the screen Type services.
Right-click the service to be edited and select Properties Select Automatic from the Startup type: 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 see Answer ID To reset the My Cloud, please refer to Answer ID How to reset a My Cloud device 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 Online RMA Data Recovery Service If data recovery is required, please contact one of our preferred data recovery partners or a data recovery company of your choosing.
Mac Discovery Ensure the computer is set to allow sharing. Western Digital does not perform data recovery services. If data recovery is needed, please see Western Digital's Data Recovery page.
Special handling is required to protect hard drives from damage. For more information on how to avoid ESD damage. Please see Answer ID How to properly handle Western Digital internal hard drives for more information. Please see the answers below for assistance formatting your drive: How to format a WD hard drive to exFAT or FAT32 file system for more information After initializing and formatting, internal drives should automatically be seen 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. For assistance, please see Answer ID How to access Disk Management in Windows If the drive is seen 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. See Answer ID How to test a drive for problems using Data Lifeguard Diagnostics for Windows Test the drive on another SATA port on the motherboard Test the drive on another computer If the drive still cannot be seen by the Windows OS, please check the drive for damage. For assistance, please refer to Answer ID Please refer to Answer ID How to test a drive for defects or problems on a Mac If the drive still cannot be seen by the macOS please check the drive for damage.
For assistance, please fefer to Answer ID How to check if a WD drive is damaged or defective Return to Top.
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Password Protected Locked Drive A password protected locked drive will not show up as a monted volume. Power from USB ports can vary. For My Book connect the power adapter directly in to a wall socket if available Different Computer Connect the drive to a different computer. Use WD Drive Utilities to run a complete drive test. How to access Disk Management in Windows 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.
Type the following commands Type: Access Device Manager.
For assistance on this, please contact the Motherboard or Computer manufacturer 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 Online RMA Data Recovery Service If data recovery is required, please contact one of our preferred data recovery partners or a data recovery company of your choosing. How to test a drive for defects or problems on a Mac for help If the drive still cannot be seen by the Windows OS, please check the drive for damage.
How to check if a WD drive is damaged or defective Drive Reformat In some cases, an external drive formatted by one computer may not be seen by a different computer. Return to WDC. WD external drive is not seen by Windows or Mac and data on the drive is inaccessible. Answer ID Please select an Operating System OS from the table above to display instructions for the specific OS running at time of troubleshooting. Windows OS Issue: A drive letter that used to appear under My Computer no longer does, and the data on the drive can no longer be accessed. There could be a few reasons why the drive is not showing up under Computer.
The drive itself could have failed, the partition on the drive may be damaged, the data cable may no longer be good, or the drive may no longer be getting enough power to fully spin up. It's always best to start with the most simple possible causes when troubleshooting. Follow the steps below in order to eliminate the common simple issues: Sometimes, surge protectors diminish the power being supplied as more devices are added to them.
Windows or macOS Cannot Find My Drive | WD Support
If the drive is connected to a laptop docking station. The laptop docking station may not be supplying enough power to the drive. Try connecting the drive directly to the USB port on the laptop. Try connecting the drive to a different computer 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. I was using my external hard drive for some time and now a drive icon does not appear on my Mac Desktop or in Finder.
As a result, the data on the drive can no longer be accessed. There could be a few reasons why the drive is not showing up in Finder, or the Mac Desktop. Please rate the helpfulness of this answer.
External Drive Troubleshooting – Mac
Select your Language Language. Always connect the drive directly to the computer prior to testing. Click here for Instructions instructions will appear below this table. If after doing this the drive does not spin up at all, then either the drive or the power adapter has failed.