How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Russell H. Your Own Question

Russell H.
Russell H., Computer Repairer
Category: Computer Hardware
Satisfied Customers: 185
Experience:  Working to keep PC-type computers working since 1988.
13568747
Type Your Computer Hardware Question Here...
Russell H. is online now
A new question is answered every 9 seconds

I have a Seagate 9ZH9P9-RAA external hard drive that I am

Customer Question

I have a Seagate 9ZH9P9-RAA external hard drive that I am running (or attempting to run) on my HP laptop with Windows 7. My laptop is not recognizing the external drive despite turning on and off , rebooting, removing the USB and power source and checking all connections. checked the Device Manager on my computer and I cannot see anything relating to Seagate.
JA: Sometimes things that you think will be really complicated end up being easy to fix. The Computer Technician I'm going to connect you with knows all the tricks and shortcuts. Is there anything else the Computer Technician should be aware of?
Customer: I do see a USB that says Mass Storage device but I cannot access it
JA: OK. Got it. I'm sending you to a secure page on JustAnswer so you can place the $5 fully-refundable deposit now. While you're filling out that form, I'll tell the Computer Technician about your situation and then connect you two.
Submitted: 10 months ago.
Category: Computer Hardware
Expert:  Viet - Computer Tech replied 10 months ago.

Hi,

I'm sorry about the issue. Is this a new external hard drive? Or was it working fine previously?

If you unplug the external drive from the computer, does the USB Mass Storage device disappear also?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
It is an older device that was working properly
let me check if the device disappears when I unplug -it does
Expert:  Viet - Computer Tech replied 10 months ago.

Does it show up in Disk Management or not?

Customer: replied 10 months ago.
now i have a dialog box saying the device is not recognized
Customer: replied 10 months ago.
it does not show up in disk management
but does show up under USB
Customer: replied 10 months ago.
you are not helping me anymore?
do I just wait on the next computer tech?
Expert:  Cris replied 10 months ago.

Hi, I am Cris.

Customer: replied 10 months ago.
hey Cris
Expert:  Cris replied 10 months ago.

I have offered remote support to work on your issue.

Customer: replied 10 months ago.
no thank you
Expert:  Cris replied 10 months ago.

I will do my best to help you.

Expert:  Cris replied 10 months ago.

Go back to device manager and right click on the device and delete it. Then top of the list right click on the computer name and scan for new hardware.