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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8279
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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Cannot recognize when I plug in an external disk drive, Yes,

Customer Question

Cannot recognize when I plug in an external disk drive
JA: Have you ever been able to transfer files to this drive?
Customer: Yes, the drive is good, I can plug it into another computer and it works just fine
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: No
Submitted: 1 month ago.
Category: Mac
Expert:  Viet - Mac Tech replied 1 month ago.

Hi,

I'm sorry about the issue. Are these Windows computers, or Mac computers?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
Windows
Expert:  Viet - Mac Tech replied 1 month ago.

Does the problematic computer have windows xp, vista, or 7 or 8 or 10?

Is it a desktop or laptop?

With the ext. hard drive powered on, when you connect it to the problematic computer, does the computer make a sound?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
No sound
Expert:  Viet - Mac Tech replied 1 month ago.

1. Does the problematic computer have windows xp, vista, or 7 or 8 or 10?

2. Is it a desktop or laptop?

3. Does the working computer make a sound?

4. Do you have another USB external hard drive or a USB flash drive to test on the problematic computer?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
Windows 7
Laptop
No sound
Yes I have other USB hard drives
Expert:  Viet - Mac Tech replied 1 month ago.

Does another USB hard drive work on the problematic laptop?

Customer: replied 1 month ago.
No. tried several,
Expert:  Viet - Mac Tech replied 1 month ago.

How many USB ports are on the laptop? Did you try all the USB ports on the laptop?

Customer: replied 1 month ago.
Three, Yes tried them all
Expert:  Lorenz Vauck replied 1 month ago.

Dear Client,

the previous expert has opted out of your question, I will try to help you instead. My name is***** and I will try to help you as quick possible.

Can you please let me know if your laptop sees ANY other USB device when you plug it into one of your three USB ports?

Thanks for your patience and best regards,

Lorenz Vauck

Customer: replied 1 month ago.
No, plus shouldn't I see it detecting the drive when I plug it in, I think it is a driver probldm
Expert:  Lorenz Vauck replied 1 month ago.

Thank you. Which other USB devices did you try?

Customer: replied 1 month ago.
External hard drives and thumb drive
Expert:  Lorenz Vauck replied 1 month ago.

Do you possibly have another USB device, like a webcam? I want to verify if it sees ANY USB device at all...

Customer: replied 1 month ago.
No, I have plugged in three different drives, they all get power but not detected
Expert:  Lorenz Vauck replied 1 month ago.

Thank you, ***** ***** you have any other kind of USB device you can test? Like a USB camera for example?

Customer: replied 1 month ago.
No
Expert:  Lorenz Vauck replied 1 month ago.

Thank you. Did it work before at all with this laptop?

Customer: replied 1 month ago.
Expert:  Lorenz Vauck replied 1 month ago.

Can you remember if you did anything specific (like a Windows Update) before it stopped to work?

Customer: replied 1 month ago.
Nothing was done
Expert:  Lorenz Vauck replied 1 month ago.

Suspicious... would you agree that I take a look at your computer via a remote-assistance, so that I can check it in depth and find the cause of this problem?

Customer: replied 1 month ago.
Not near internet at current time thanks. We go other routr
Expert:  Lorenz Vauck replied 1 month ago.

Isn´t the Laptop connected to the internet at the moment? If so, I can quickly connect to it and try to troubleshoot the problem this way, this should be no problem at all.

Expert:  Lorenz Vauck replied 1 month ago.

Please get back to me once you get a chance and let me know how we should continue please. Thank you very much,

Lorenz Vauck

Expert:  Lorenz Vauck replied 1 month ago.

Dear Client,

I am looking forward to your feedback, so that I can help you to resolve your problem to your satisfaction. As already mentioned: if you wish, I can take a look at your computer remotely. I am sending you an offer for that and upon acceptance, I will send you the instructions how we can start the remote connection.

Thank you very much and best regards,

Lorenz Vauck