This article explains how to troubleshoot Network Attached Storage (NAS), Direct Attached Storage (DAS) and Internal Hard Drives and Solid State Drives on Windows and macOS.*END

Please select the product type for the operating system from the table above.

Windows Network Attached Storage (NAS) Troubleshooting

Computer Security Software and Firewall

Temporarily disable any and all computer Firewalls, Malware, Anti-Virus, Internet Security and End Point Protection software that may be installed on the computer and or network that could prevent the discovery of a My Cloud on the network.

Windows Network Discovery

Ensure Public and PrivateWindows Network Discovery is Turned On
Please refer to Answer ID 18218 How to Enabled Windows Network Discovery

Netbios Over TCP/IP

Ensure NetBios over TCP/IP is enabled and set to (default) or On.
Please refer to How to Enable NetBios Over TCP in Windows

Windows Networking Services

Open the Services panel.

1. Type services.msc from the search bar





2. Click services.msc application

Ensure the following Windows Services are running and set to Automatic.
Please follow the steps outlined below this list for instructions on how to make changes if needed.

• Computer Browser
• DHCP Client
• DNS Client
• Network Location Awareness
• Function Discovery Resource Publication
• Plug and Play
• SSDP Discovery
• Storage Server
• Server
• UPnP Device Host
• TCP/IP NetBIOS Helper
• Workstation

Change Services Instructions

Change the properties to automatic startup any services not currently running.



1. Right-click the service to be edited and select Properties







2. Select Automatic from the Startup type: drop-down menu







3. Click Apply to save the change







4. Start the service if the Service status: shows Stopped.







5. Click OK





6. Reboot the computer



WD NAS Networking

The WD Network Attached Storage (NAS) device is equipped with an Ethernet interface and should be connected to the same router as the computer being used.
please follow the instructions below:



1. Verify the My Cloud is connected to the same router or network as the computer
2. If using two routers, ensure the My Cloud and computer are connected to the router closest to the internet connection
3. Disconnect any USB devices connected to the My Cloud
4. Restart the network router
5. Check that both the power cord and network cable are securely plugged in on both ends
6. Verify the original power adapter or an authorized replacement is being used on the My Cloud
   Please see $EN_ANSWER_8216 for assistance replacing the power adapter if needed



Address Resolution Protocol (ARP)

Check the ARP table to determine if the My Cloud is obtaining an IP address or is present on the network.



1. Open a Command Prompt







2. Type arp -a







3. WD NAS MAC (Machine Address Code) Addresses will always begin with 00-90, 00:90, 00-14, or 00:14







4. Power Cycle On and Off the My Cloud if it does not appear in the ARP table





My Cloud Reset

If the solutions above have not resolved the issue, please reset the My Cloud.
To reset the My Cloud, please refer to Answer ID 27402 How to reset a My Cloud device




Defective or Damaged Drive - Warranty Replacement

To replace the defective or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: How to Get an RMA to Replace a Defective Product, Obtain a Power Supply, or USB Cable for a WD Product.




Data Recovery Service

If data recovery is required, please contact one of our preferred data recovery partners or a data recovery company of your choosing.





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macOS Network Attached Storage (NAS) Troubleshooting

macOS Update

Run App Store and check Updates to ensure your computer is up to date

Computer Security Software and Firewall

Temporarily disable any and all computer Firewalls, Malware, Anti-Virus, Internet Security and End Point Protection software that may be installed on the computer and or network that could prevent the discovery of a My Cloud on the network.

Mac Discovery

Ensure the computer is set to allow sharing. Verify that both SMB (Samba) and AFP (Apple File Protocol) are enabled.

1. Click the Apple Icon in the upper left corner of the screen







2. Select System Preferences







3. Click Sharing







4. Check File Sharing







5. Click Options







6. Check both: Share files and folders using SMB and Share files and folders using AFP.
   NOTE: The user accounts under Windows File Sharing are not required to allow access to a WD Network Attached Storage (NAS)







7. Click Done

WD NAS Networking

The WD Network Attached Storage (NAS) device is equipped with an Ethernet interface and should be connected to the same router as the computer being used.
please follow the instructions below:

1. Verify the My Cloud is connected to the same router or network as the computer
2. If using two routers, ensure the My Cloud and computer are connected to the router closest to the internet connection
3. Disconnect any USB devices connected to the My Cloud
4. Restart the network router
5. Check that both the power cord and network cable are securely plugged in on both ends
6. Verify the original power adapter or an authorized replacement is being used on the My Cloud
   Please see $EN_ANSWER_8216 for assistance replacing the power adapter if needed

Address Resolution Protocol (ARP)

Check the ARP table to determine if the My Cloud is obtaining an IP address or is present on the network.

1. Click the Spyglass Icon in the upper right corner of the screen







2. Type Terminal in the search bar







3. Type arp -a at the command prompt








4. The WD NAS MAC Addresses will always begin with 00-90 or 00:90







5. Power Cycle the drive if the My Cloud does not appear in the ARP table

My Cloud Reset

If the solutions above have not resolved the issue, please reset the My Cloud.
To reset the My Cloud, please refer to Answer ID 10432 How to reset a My Cloud device

Defective or Damaged Drive - Warranty Replacement

To replace the defective or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: How to Get an RMA to Replace a Defective Product, Obtain a Power Supply, or USB Cable for a WD Product.

Data Recovery Service

If data recovery is required, please contact one of our preferred data recovery partners or a data recovery company of your choosing.

Important: Western Digital does not perform data recovery services. If data recovery is needed, please see Western Digital's Data Recovery page.

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Windows Internal Hard Drive and Solid State Drive Troubleshooting

WD Internal Hard Drives and Solid State Drives

Important: Special handling is required to protect hard drives from damage. Hard drives can be damaged by excessive physical force or from Electrostatic Discharge (ESD). For more information on how to avoid ESD damage. Please see $EN_ANSWER_16889 for more information.

Internal drives do not come preformatted and may need to be initialized. Please see the answers below for assistance formatting your drive:

• Please see $EN_ANSWER_8200 for more information
• Please see $EN_ANSWER_20821 for more information

After initializing and formatting, internal drives should automatically be seen by the operating system. If the drive does not appear, please follow the instructions below:

1. Shut down the computer the drive is connected
2. Verify the SATA cable is in working condition and replace with a known good cable if needed
3. Check that both the data cable is securely plugged in at each end and the power connector is securely connected to the drive.
4. Turn the computer on
5. Check the drive is detected in the BIOS.
   For assistance, please see $EN_ANSWER_5264
6. Check if the drive is seen in Disk Management.
   For assistance accessing Disk Management, please see $EN_ANSWER_18075
7. If the drive is seen in Disk Management, the drive should be able to be initialized and formatted. Please note that this will erase all contents of the drive. If data recovery is required, please visit one of our preferred data recovery partners. WD does not provide data recovery services.

If the drive is not seen by Disk Management or will not initialize. run the diagnostics program designed for the model drive not being detected:

1. See Answer ID 940: How to test a drive for problems using Data Lifeguard Diagnostics for Windows
2. Test the drive on another SATA port on the motherboard
3. Test the drive on another computer
4. If the drive still cannot be seen by the Windows OS, please check the drive for damage. For assistance, please see $EN_ANSWER_12452

 

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macOS Internal Hard Drive and Solid State Drive Troubleshooting

WD Internal Hard Drives and Solid State Drives

Important: Special handling is required to protect hard drives from damage. Hard drives can be damaged by excessive physical force or from Electrostatic Discharge (ESD). For more information on how to avoid ESD damage. Please see $EN_ANSWER_16889 for more information.

Internal drives should automatically be seen by the system.
If the drive is not seen, follow the solutions below to assist in troubleshooting the drive. If the drive does not power on, or is not spinning, the unit could be damaged.

macOS Update

Run App Store and check Updates to ensure your computer is up to date

System Information

Check if drive is seen in System Information

1. Click the spyglass Icon







2. Type System Profiler







3. Click SATA/SATA Express to view internal SATA connected drives







4. If the drive still cannot be seen by the macOS, please check the drive for damage. For assistance, please see $EN_ANSWER_12452

Disk Utility

Check if the drive is seen in Disk Utility.

1. Open Disk Utility to check if the drive is seen by the operating system.
   For assistance, please refer to $EN_ANSWER_3823
2. Test the drive for problems. Please refer to $EN_ANSWER_14800
3. If the drive still cannot be seen by the macOS please check the drive for damage.
   For assistance, please refer to $EN_ANSWER_12452

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Windows External Direct Attached Storage (DAS) Troubleshooting

Drive Not Seen

External drives should automatically be seen by the operating system.
If the drive is not seen, follow the solutions below to assist in troubleshooting your external drive issue. If the drive does not power on, or is not spinning, the unit could be damaged.

Drive Not Recognized

1. Safely eject the drive on Windows OS
   Please see $EN_ANSWER_21880
2. Power OFF the computer
3. Disconnect the USB cable from the computer
4. Disconnect the power cable(for Desktop drives) from the power adapter
5. Power ON the computer
6. Log into the computers desktop (If needed)
7. Connect the power cable(for Desktop drives) to a wall outlet
8. Connect the USB cable directly to the computer. Do Not use a USB Hub

USB Cables

A USB cable may work with one computer but not another. Obtaining a high-quality replacement or trying a different USB cable may resolve your issue.

USB Port Power

If an alternate computer can see and access the drive, the primary or other computers USB port may not provide enough power for the external drive.

• For (Desktop drives) connect the power adapter directly in to a wall socket if available

Different Computer

If an alternate computer can see and mount the drive, check if the drive is seen in Disk Management.
For assistance accessing Disk Management, please see $EN_ANSWER_18075.

1. If the drive still cannot be seen by Windows please check the drive for damage.
   For assistance, please refer to $EN_ANSWER_12452
2. Safely eject the drive on Windows and Power Off the Desktop drive if applicable
   Please see $EN_ANSWER_21880

Windows Hardware Device Driver

Check if the drive can be seen on USB 2.0 or USB 3.0 ports. If the drive can be seen on a USB 2.0 but not a USB 3.0 port, the motherboard drivers should be updated. Please refer to your motherboard manual or contact your PC manufacture to update the hardware drivers

Update Device Driver

Check Device Manager for Unknown devices

1. Access Device Manager. For assistance, please see $EN_ANSWER_11635 for assistance
2. Under the Action tab, select Scan for hardware changes
3. In Device Manager, expand Disk Drives, Portable Devices or Universal Serial Bus Controllers to determine if the device is displayed as Unknown
4. Right-click on the Unknown Device
5. Click Properties
6. Select the Driver tab and click Update Driver
7. Restart the computer

Disk Management - No Drive Letter Assigned

1. Access Disk Management. For assistance, please see $EN_ANSWER_18075
2. Check if the external drive is seen in Disk Management without a drive letter assigned
• If a drive letter is not assigned, automount may be disabled
3. Set automount to enabled
• Click on Start (Windows logo) at the bottom-left of the screen
• Type cmd, but don't press Enter
• Command Prompt will display. Right-click on it
• Click Run as Administrator
• A Windows Console will open. Type the following commands
• Type: diskpart
• Type: automount
• Type: automount enable
• Type: exit
4. Restart the computer

USB Root Hub Power Controls

Disable the ability for the computer to turn off the USB Root Hub to save power:

1. Access Device Manager. For assistance, please see $EN_ANSWER_11635 for assistance
2. Expand USB Serial Bus Controllers
3. Right-click on USB Root Hub
4. Choose Properties
5. Select the Power Management tab
6. Uncheck Allow the computer to turn off this device to save power and click OK to save the changes. Repeat for all remaining USB Hubs
7. Restart the computer
• If the device is still not recognized, undo the changes by Checking the Allow the computer to turn off this device to save power for all USB hubs
8. After saving the changes, Restart the computer

Reinstall USB Controllers

Remove and reinstall all USB controllers

1. Access Device Manager. For assistance, please see $EN_ANSWER_11635
2. Expand Universal Serial Bus controllers
3. Right-click every device under the Universal Serial Bus Controllers
4. Click Uninstall for every USB controller
5. Restart the computer
6. Reinstall the USB controllers. For assistance on this, please contact the Motherboard or Computer manufacturer

Defective or Damaged Drive - Warranty Replacement

To replace the defective or damaged drive under warranty, please check the drive's warranty.
If the drive is in warranty, please refer to Answer ID 10336: How to Get an RMA to Replace a Defective Product, Obtain a Power Supply, or USB Cable for a WD Product.

Data Recovery Service

If data recovery is required, please contact one of our preferred data recovery partners or a data recovery company of your choosing.

Important: Western Digital does not perform data recovery services. If data recovery is needed, please see Western Digital's Data Recovery page.

Please click to view the Use of Third-Party Software or Websites disclaimer

• Microsoft Windows 10 System File Checker Tool
• Microsoft Windows 7 Check Disk
• Data Rescue
• Get Data Back
• M3 Data Recovery

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macOS External Direct Attached Storage (DAS) Troubleshooting

Drive Not Seen

External drives should automatically be seen by the operating system.
If the drive is not seen, follow the solutions below to assist in troubleshooting your external drive issue. If the drive does not power on, or is not spinning, the unit could be damaged.

Drive Not Recognized

1. Safely eject the drive on macOS
   Please see $EN_ANSWER_21880
2. Power OFF the computer
3. Disconnect the USB cable from the computer
4. Disconnect the power cable(for Desktop drives) from the power adapter
5. Power ON the computer
6. Log into the computers desktop (If needed)
7. Connect the power cable(for Desktop drives) to a wall outlet
8. Connect the USB cable directly to the computer. Do Not use a USB Hub

USB Cables

A USB cable may work with one computer but not another. Obtaining a high-quality replacement or trying a different USB cable may resolve your issue.

USB Port Power

If an alternate computer can see and access the drive, the primary or other computers USB port may not provide enough power for the external drive.

• For (Desktop drives) connect the power adapter directly in to a wall socket if available

macOS Update

• Safely eject the drive from the computer and Power Off the Desktop drive if applicable
  Please see $EN_ANSWER_21880 for more information
• Disconnect the USB cable between the computer and the external drive
• Run App Store and check Updates to ensure your computer is up to date

System Information

Check if the drive is seen in System Information

• Click the spyglass Icon
• Type System Information
• Click USB or Thunderbolt to view connected drives

Disk Utility

Check if drive is seen in Disk Utility.

• Open Disk Utility. Please see $EN_ANSWER_3823 for help
• Test the drive for problems. Please see $EN_ANSWER_14800 for help
• If the drive still cannot be seen by the macOS, please check the drive for damage.
  For assistance, please see $EN_ANSWER_12452

Defective or Damaged Drive - Data Recovery

To replace the defective or damaged drive under warranty, please check the drive's warranty
If the drive is in warranty, please refer to Answer ID 10336: How to Get an RMA to Replace a Defective Product, Obtain a Power Supply, or USB Cable for a WD Product.

Data Recovery Service

If data recovery is required, please contact one of our preferred data recovery partners or a data recovery company of your choosing.

Please click to view the Use of Third-Party Software or Websites disclaimer

• Mac First Aid
• Disk Warrior
• Data Rescue
• Get Data Back
• M3 Data Recovery

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