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 jstinehelfer Your Own Question

jstinehelfer
jstinehelfer, Information Systems Manager
Category: Microsoft Office
Satisfied Customers: 647
Experience:  A+ Comptia Certified computer repair
63323962
Type Your Microsoft Office Question Here...
jstinehelfer is online now
A new question is answered every 9 seconds

hi,i have a WD extranl hardisk and it is locked with WD Smartware

Customer Question

hi,
i have a WD extranl hardisk and it is locked with WD Smartware Drive Unlock App.

I cannot remeber what was the password. I tried all the possible passwords with no luck.

Is there any way to reset the the password XXXXX loosing the data?
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  jstinehelfer replied 2 years ago.

jstinehelfer :

Hello, My name is John and I am an expert with JustAnswer.com. Thank you so much for using our services. Hopefully we can resolve your problem together. I am sorry your having trouble today and understand your frustration.

jstinehelfer :

When you installed the software did you happen to check the box that said Remember this computer and password on this computer?

Customer : No I don't remember.
jstinehelfer :

Good Morning,

jstinehelfer :

I have read on this since my first post.

jstinehelfer :

Western Digital uses a 256 bit encryption on this which even a good hacker would have problems trying to break it.

jstinehelfer :

The password is stored in a chip on the drive which is protected and only the WD software can speak to it

jstinehelfer :

So really you have two choices here and one of them is a sure thing but the other a possibility

jstinehelfer :

Call WD support and see if they can unlock it. I am sure you would have to prove who you are and that you own the drive. So hopefully you registered it and can verify that it is you that purchased it and own the files

jstinehelfer :

Your only other option is to Format the drive but you will loose all your data

jstinehelfer :

I am sorry this is not the answer you was hoping for. I truly and sorry and know how important data can be.

jstinehelfer :

But in this case you only have a few options

jstinehelfer :

http://support.wdc.com/contact/index.asp?lang=en <click for WD phone support options

jstinehelfer :

https://westerndigital.secure.force.com/?lang=en <click for email support

jstinehelfer :

Please give me a good rating for helping you today. I know we was not able to fix the problem but in some cases you need to do what we call work around the problem.

Customer :

Thanks for the reply.

Customer :

Thanks for the reply. I have just tried registering it but failed because it is out of warranty. regarding the othe option, Formatting. If I format it, would I be able to retriev my files using a File Recovery Software?

jstinehelfer :

Once you format it your files will be deleted. It would be hard for recovery software to pull that info back. There is some software out there that claims they can retrieve the data on a formatted drive but I personally have not used one to say Yes it can. So you are at a cross road and I can not say for sure yes this is the solution.

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Last | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther Woodstock, NY
  • Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know. Robin Elkton, Maryland
 
 
 

Meet The Experts:

 
 
 
  • jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    36
    A+ Comptia Certified computer repair
< Last | Next >
  • http://ww2.justanswer.com/uploads/JS/jstinehelfer/2012-6-6_215146_Pictureofme1.64x64.png jstinehelfer's Avatar

    jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    36
    A+ Comptia Certified computer repair
  • http://ww2.justanswer.com/uploads/JA/JasonJames122/2011-12-16_135647_jasonjamesheadshotweb.64x64.jpg JasonJames122's Avatar

    JasonJames122

    Computer Enthusiast

    Satisfied Customers:

    0
    I manage all information systems (network of Windows PC's and servers with Microsoft Office products) for a small business
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    301
    Computer Software Specialist for more than 10 years
  • http://ww2.justanswer.com/uploads/CH/chutz747/2011-11-6_14231_me.64x64.jpg The-PC-Guy's Avatar

    The-PC-Guy

    Computer Manager

    Satisfied Customers:

    274
    20 years experience providing remote computer support
  • http://ww2.justanswer.com/uploads/SP/spherrod/2012-6-6_174244_1000852.64x64.JPG Steve Herrod's Avatar

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    125
    Trained in Microsoft Office from 2000 through to latest version 2010.
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    124
    Certified Expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/KR/krkljatorm/2012-6-24_153417_ITMiro.64x64.jpg IT Miro's Avatar

    IT Miro

    Computer Scientist

    Satisfied Customers:

    97
    Bachelor's Degree in Information Technology, Microsoft Certified Professional
 
 
 

Related Microsoft Office Questions