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hongkongpom
hongkongpom, MCDST
Category: Computer Hardware
Satisfied Customers: 1268
Experience:  I am a Microsoft Certified Desktop Support Technican and skilled in the troubleshooting of computer hardware problems
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My verbatim external drive 500MB has stopped working. Need

Customer Question

my verbatim external drive 500MB has stopped working. Need to recover data
Submitted: 1 year ago.
Category: Computer Hardware
Expert:  michelleclive replied 1 year ago.
Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.
Please confirm the model number is ***** 500 MB or 500 GB the capacity.
Customer: replied 1 year ago.
500 GB
Expert:  michelleclive replied 1 year ago.
what have you already tried so far.
There is an optional Remote Connect Service - Quick Resolution
If you Would like me to remote connect to your computer and fix the issue - The remote service will be an additional service which will allow me directly work on the problem and can be fixed quickly, you can sit back and watch your screen while i fix it for you. Let me know if you need the additional service or else we can continue with the service you have already opted for.
This will include checking of hardware and software failure identifying the root cause and eliminating the problem.
Customer: replied 1 year ago.
Happy to do a remote connect and fix but that will have to wait until I get home tonight
Expert:  michelleclive replied 1 year ago.
let me know the time i will be there online to help you just let me know the time.
Customer: replied 1 year ago.
I am on UK time, likely to be 730 to 8 pm
Expert:  michelleclive replied 1 year ago.
will be online then. Thanks
Customer: replied 1 year ago.
I am online now
My verbatim drive is plugged in and visible but not accessible
Customer: replied 1 year ago.
Are you available or am I too late?
Customer: replied 1 year ago.
It feels there is no power to the reader. Cannot feel the hard disk spinning at all
Expert:  michelleclive replied 1 year ago.
let me know if you could be online I will take only 10 to 15 mins to identify the problem and let you know if the USB port on the computer has a problem or your external drive.
Customer: replied 1 year ago.
if you're available, I am too!
Expert:  michelleclive replied 1 year ago.
you ar in the USA. Let me know the time zone and the time when you could be available i will be online.
Customer: replied 1 year ago.
I am in the UK on GMT.
Not sure we can do the remote check through work computer but I may be available from 8 pm most nights
Expert:  michelleclive replied 1 year ago.
can we do this in the morning hours early may be 6am or 7Am your time.
Post me a reply i will take only 15 to 30 mins to identify and fix the problem.
Expert:  michelleclive replied 1 year ago.
Please let me know if you still need help.
Thank you.
Customer: replied 1 year ago.
Yes I do. Still waiting resolution
Expert:  michelleclive replied 1 year ago.
would it be fine if i remote access right now to sort out the issue
Customer: replied 1 year ago.
We can try it out but I am on work computer
Customer: replied 1 year ago.
Try contacting me on***@******.***
Expert:  michelleclive replied 1 year ago.
do you have the drive with you right now..else if you wish i can do this one your home computer
since our time zones are different, let me know when you can be online on your home computer tomorrow morning around 7 or 8 am
let me know so that we can schedule it accordingly
Customer: replied 1 year ago.
I have the drive with me and plugged in now.I am not home tomorrow until the afternoon, say 2 pm
Expert:  michelleclive replied 1 year ago.
post me a message tomorrow after 2 pm whenever you are online and i will fix the issue for you
Customer: replied 1 year ago.
Been so busy. I am available now and Sunday morning if that works for you
Expert:  michelleclive replied 1 year ago.
ok..let me know around what time on sunday morning you would like me to remotely connect. i will be online around the same time that you suggest
Customer: replied 1 year ago.
I will be available 8 am gmt
Expert:  michelleclive replied 1 year ago.
I am online and let me know when you are, we will fix this today.
Customer: replied 1 year ago.
I am online now
Expert:  michelleclive replied 1 year ago.
Good Morning.
open www.teamviewer.com and install teamviewer
let me know the id and the password ***** teamviewer and i will remote connect.
Customer: replied 1 year ago.
ok
ID 723 851 229
password *****
Expert:  michelleclive replied 1 year ago.
connected and working on it.
Expert:  michelleclive replied 1 year ago.
Conversation on teamviwer posted here
438 983 469 (2:17 PM):
did the computer reboot
723 851 229 (2:17 PM):
yes
failed to install something
438 983 469 (2:21 PM):
failing to install devicess the windows internal installer is corrupted
723 851 229 (2:21 PM):
need to get new comp?
438 983 469 (2:21 PM):
we need to run a factory restore or windows reinstall
723 851 229 (2:22 PM):
I don't have another pc, all macs
ok
438 983 469 (2:22 PM):
its not the computer its the windows operating system which has the problem
723 851 229 (2:22 PM):
thats a big job huh?
want to start the process? Howlong do you think?
438 983 469 (2:24 PM):
if you have a backup of you data then we can do it right now and the restore process will take 20 mins only
723 851 229 (2:24 PM):
ok, give me ten, I will back up on new deive I have to had
438 983 469 (2:25 PM):
ok
723 851 229 (2:30 PM):
are you runnign the dx tool?
438 983 469 (2:30 PM):
yes
723 851 229 (2:31 PM):
ok
438 983 469 (2:55 PM):
please check do you have an "assist" button on the keyboard
723 851 229 (2:58 PM):
what does that look like?
723 851 229 (3:02 PM):
found it
never used it before, doesn't do anything
438 983 469 (3:07 PM):
once the backup is done
press the assist button and you will get the opting to select factory restore
723 851 229 (3:08 PM):
ok
438 983 469 (3:08 PM):
can you push it once and release it
let me show you the option
723 851 229 (3:08 PM):
ok
723 851 229 (3:38 PM):
I will have to leave in 40 mins for a baseball game, I have all the kit. My wife will take over. we can do this in two parts if you want. A backup and windows reinstall today and complete the exercise another day to detect the usb?
438 983 469 (3:39 PM):
after the backup is done then we will initiate the factory restore.
723 851 229 (3:42 PM):
yes
the factory restore will wipe the hard-disk and install the latest windows?
723 851 229 (3:58 PM):
back up done now
438 983 469 (3:59 PM):
ok
press and assist button on the keyboard
are you there?
723 851 229 (4:02 PM):
yes
nothing happens
438 983 469 (4:05 PM):
was this computer formatted before if the factory loaded partition is not present then the factory restore will not work
in that case you will have to get a windows operating system disk.
723 851 229 (4:06 PM):
oh sugar, don't have that
it was done so long ago
we will have to take a raincheck I think
I am going to get a new comp to proceed with this!
I will do that later this afternoon after baseball
I will come back to you ok?
Customer: replied 1 year ago.
I have new laptop now so windows 8.1 is fresh and new. Can we try again this weekend?
Expert:  michelleclive replied 1 year ago.
yes let me know what time and day(saturday or sunday) you would like me to remote access
Expert:  hongkongpom replied 1 year ago.
Hello there,I am another Expert.Please tell me if this external drive can be read in another computer?If so, then there is a good chance that the USB controller board that is inside the USB enclosure has a problem.You can open the enclosure and remove the hard drive contained within. Then, you can buy a new enclosure and install it in there.Then you will be able read the new drive.