I'm sorry about the issue. Are these Windows computers, or Mac computers?
Please reply at the box below. Thank you,
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?
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?
Does another USB hard drive work on the problematic laptop?
How many USB ports are on the laptop? Did you try all the USB ports on the laptop?
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,
Thank you. Which other USB devices did you try?
Do you possibly have another USB device, like a webcam? I want to verify if it sees ANY USB device at all...
Thank you, ***** ***** you have any other kind of USB device you can test? Like a USB camera for example?
Thank you. Did it work before at all with this laptop?
Can you remember if you did anything specific (like a Windows Update) before it stopped to work?
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?
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.
Please get back to me once you get a chance and let me know how we should continue please. Thank you very much,
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,