WD My Passport Ultra External Harddrive Not Readable

thomasgibson · Mar 7, 2016

Hello, My Passport external drive rotates within the case and makes a ticking sound (initially) when connected to the computer. I have changed cables and get the same results. It is recognized in Device Manager but not by the computer drive listings. It shows that the software is up to date when I run Update Driver Software from the Device Manager. Any ideas about how I can retrieve the data from the device?

SuperSoph_WD · Mar 7, 2016

Welcome to the community, Thomas!

I'm sorry to hear about your issues with the WD My Passport external HDD.

The clicking sound could be indicating an internal hardware failure, so I'd strongly recommend you to check the warranty on the drive on our website. I'd also suggest you try plugging it to a different computer and check if you'd be able to see in Disk Management there.

Another important troubleshooting step is to check the health and SMART status of the drive by running the QUICK and EXTENDED tests from WD's Data LifeGuard Diagnostics for Windows . In case you have any important data from the external that is not backed up and you wish to retrieve it, you should consider consulting a professional data recovery WD partner.

Keep me posted with the test results & further troubleshooting steps.
SuperSoph_WD

thomasgibson · Mar 7, 2016

SuperSoph_WD :

Welcome to the community, Thomas!

I'm sorry to hear about your issues with the WD My Passport external HDD.

The clicking sound could be indicating an internal hardware failure, so I'd strongly recommend you to check the warranty on the drive on our website. I'd also suggest you try plugging it to a different computer and check if you'd be able to see in Disk Management there.

Another important troubleshooting step is to check the health and SMART status of the drive by running the QUICK and EXTENDED tests from WD's Data LifeGuard Diagnostics for Windows . In case you have any important data from the external that is not backed up and you wish to retrieve it, you should consider consulting a professional data recovery WD partner.

Keep me posted with the test results & further troubleshooting steps.
SuperSoph_WD

thomasgibson · Mar 7, 2016

SuperSoph_WD :

Welcome to the community, Thomas!

I'm sorry to hear about your issues with the WD My Passport external HDD.

The clicking sound could be indicating an internal hardware failure, so I'd strongly recommend you to check the warranty on the drive on our website. I'd also suggest you try plugging it to a different computer and check if you'd be able to see in Disk Management there.

Another important troubleshooting step is to check the health and SMART status of the drive by running the QUICK and EXTENDED tests from WD's Data LifeGuard Diagnostics for Windows . In case you have any important data from the external that is not backed up and you wish to retrieve it, you should consider consulting a professional data recovery WD partner.

Keep me posted with the test results & further troubleshooting steps.
SuperSoph_WD

thomasgibson · Mar 7, 2016

I conducted the test and received a result of Not Available on the SMART Status column.

SuperSoph_WD · Mar 8, 2016

Hey there again, Thomas!

In this case, I'd suggest you try testing the WD Passport on another computer running the same utility. Hopefully, there you'd be able to see the S.M.A.R.T. results. If that is not an option, I'd advise you to create a bootable flash drive with the WD's Data LifeGuard for DOS. The DOS version might actually be able to list these SMART results.

Let me know how it goes!
SuperSoph_WD

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