Backup Plus and Seagate Slim

[johnniedoo]

i just got a brand new BackUp PLus 500gb drive.  I plugged it in and it opened up fine sped along as i briefly ran through the videos .  I realized i had it in a usb2 port on the back of my computer, the motherboard has only 2 blue usb3.0 right next to the black usb2 and i missed.  I put it in the usb 3 port and it has never been seen again, not in any computer i have. i have 3, all with native usb3 and all only a few months or year and a half old max. so technology is there for it to be recognized.  i have other usb 3.0 devices and each one is recognized on the ports. A usb 3 flash drive 32gig is. I do not know what is wrong. i was not able to install dashboard,  i had only run crystal disk info and transferred one 4gig video file to get a baseline on how the usb3 worked on it  and other save or protect tasks prior to installing Dashboard software.

I am not sure what could be wrong.  the data cable seems to be the power , too in the usb3. The  light comes on and the disc was spinning but no one was home on any computer.  I am not able to trouble shoot the adapter and do not know whether i should rma it or what.?  i tried but i am supposed to have some tools code,however, this is not possible,since it isnt seen in the compute or device manager.  i have run through the hardware scan under all categories, disc drive and usb ,nothinig lists is nor will anything see it. First time in, win7 x64 just installed  drivers and it fired up. doesnt do that on the first run on the other  computer, Gigabyte FXA990 ud 3, FXA890 ud5 boards and a 790xta ud4.  downloaded and installed Seagate tools and Dashboard from support at web site and still no luck.

i guess it is the adapter interface or cable but still , i am lost without ever using it, plastic protective still on it.

Thanks.

[pmdureska]

it's supposed to be backwards compatible with usb 2.0. did you try connecting it to one of your other computers?

[johnniedoo]

I tried this thing with every USB 2 and 3 ports I have, which are many, just in case.  I have 3 USB 3.0 native motherboards in my computers, which only means that each computer has 2 USB 3.0ports on the back.  I did use usb2 , as a matter of fact, I had put it into the usb2 first,as I noted.  for some reason the motherboards buried the USB3.0 ports on the bottom of the back and are kind of hidden under the LAN and other USB 2.0. Back there the black color label for USB2 looks a bit like the Blue for the USB3.0.  It worked very well in the USB2.  It never got to work in the USB3.0 as it refused to open after the first couple of minute trial.  It shows up nowhere in any of the 3 computers I listed. not in device mgr, disc manager, nowhere.  The only thing is that the led comes on and I can feel the drive itself spin inside , under the cover.  Just nothing happens as far as being recognized.  It is getting power, just no data passes through.  not in any of the usb2 or usb3. I even use little utilities to test the USB ports themselves , like USB device viewer and other system scan things  I have. nothing shows up in any port I plug the thing into.

[AlanM · Accepted solution]

I am really sorry to hear this.

I don't know of any reason why the simple act of connecting the drive to a USB 3.0 port would cause it to not be detected ever again.  It seems to me that the unit is faulty and failed right when it first started spinning up.

I recommend you try this first: http://knowledge.seagate.com/articles/en_US/FAQ/213055en

If none of that helps, please contact the place of purchase to see if they'll replace it for you.

If they won't, Seagate will. 

http://www.seagate.com/support/warranty-and-returns

[johnniedoo]

Thanks ,

I had been there first, also downloaded the SeaTools to check, which , of coure wasnt of any use since nothing shows up.  I went to the rma /warranty after but had no drive failure or error to send,which seemed to be  a requirement for an rma.  Also, i wanted to give the forum a shot in case there were some known issue with the USM adapters.  It got power to spin but that was it.  I hate to rma anything if there is a prayer it might work or my inexperience led to overlooking something simple

I appreciate the suggestions, will follow up

John

[AlanM]

I understand about not wanting to RMA the drive.

I'd definitely suggest another cabling module if you have one.

But otherwise, yeah, go ahead and RMA it. If you look again, the error code is not a requirement - there's a field that says something like "I don't have an error code" that you can select that will tell you what to do in that case.

[johnniedoo]

Great news for me.   I had taken the gamble on the drive being working since it gave all indications of spinning and the power got to it.  I did not like the supplied usb3 cable and the one I had here was not much better.  so, last week I ordered a good one , but it is longer than ideal for the non self powered device.  I got a 3' one which is not too much longer than the suggested length and it is now working.  I am real glad I hung in, but it is from experience that I learned that so many of the new devices which are rma'd are not bad, user errors or oversights must account for many returns and silly things like a bad connector which is supplied failing.  The usb3 cable was individually wrapped and had inspection stamps or something which looked like official approval on mine.  Anyone might think that it would be the last item to  go bad. but it was the culprit.

your suggestion was right on and the cable just arrived a short time ago and as soon as I plugged it in and got back in front of the monitor, I could see the balloon indication of driver installation.

This is one of many brand new computer parts I have gotten in the past few yrs that I did not rma ,even though they needed some prodding before they worked as they were supposed to. a few times I did something wrong that I needed to do over.  Every item I did not rma and opted to keep from video card ,drives , etc is still functioning well and properly and had no other issue in over 2yrs. 

Thanks  again