Created on: April 25, 2013
Last updated: August 24, 2015
This serves as a general troubleshooting document for many of our external enclosures, however it is not a substitute for the product notes and other information in your User Guide.
1. The first thing to check is that the drive is receiving power. Sometimes cables or power connectors can come loose. Most of our external enclosures sold over the last few years also have an LED power indicator light. Please check the User Guide to see what the expected behavior is for this light under normal power. (Click the "External Drive Solutions" option to see a list of our external drives.)
2. Make sure that you are using the correct power adapter for the drive. If you need help identifying the power adapter feel free to contact our technical support team.
3. Try a different power outlet. Sometimes outlets do have problems and changing to a different one may resolve the issue. If attached to a power strip or battery backup, try attaching it directly to a wall outlet.
4. If the drive is still not mounting, try using a different data cable in the same ports. It is not uncommon for data cables to go bad over time.
5. If that doesn't work, try using a different type of data connection (for example, USB 3.0 instead of Firewire).
6. Finally, you can also try to see if the hard drive in question shows up in the OS X Disk Utility or a third party utility like Disk Warrior. If it does not, you will need to contact technical support.