Backup Plus and Seagate Slim

[wrg-scz]

I'm trying to use a Backup Plus 3TB on Win 7 Pro with USB 3.0 on a Gigabyte GA-Z77X-UD3H motherboard. When the computer restarts the Backup Plus drive fails to appear (The device manager has the yellow mark and notes "This device cannot start. (Code 10)"  Unplugging and replugging the USB cable fixes the problem (until the next restart) and the drive works great. My mobo has USB 3.0 ports controlled by both Intel and Via chips, and both have the same problem. I have updated the USB drivers for both chips (dated july and august 2012).

I have also followed the recommendations here:

http://forums.seagate.com/t5/Backup-Plus-and-Seagate-Slim/WakeUp-Problems-With-BackupPlus-USB-3-Driv...

with no success.

I've found a few references to the same problem:

http://www.amazon.com/review/R3M8X5XB81UOEG/ref=cm_srch_res_rtr_alt_10

but no one has reported back that they've solved their issue. Phone support said simply it was a mobo issue and I needed to update the drivers.

Suggestions? Has anybody gotten this to work on win 7 USB 3.0?

Thanks.

[AlanM]

I agree with the telephone support agent that updating the motherboard drivers is the first step. Were you able to do that?

[wrg-scz]

Thanks for the reply.

As noted above, I have updated the motherboard USB 3.0 drivers. In fact, my mobo (Gigabyte) has ports controlled by both VIA and Intel chips, and I updated both. The Backup Plus has the same problem regardless of  whether it's plugged into a VIA USB port or an Intel USB port.

[AlanM]

Sorry to hear that.  

I recommend you contact Customer Service directly whether by phone, email, or chat at this point.

[wrg-scz]

For the benefit of those with the same problem....

Customer service offered no other potential solutions (beyond updating drivers). 

Despite the fact that my drive works fine once I unplug/replug the USB cable, they claim it's likely a defective drive, and asked me to return the drive to them (at my cost) for replacement. 

I will post again once I have tested the replacement.

[wrg-scz]

Update:

Interesting response from seagate support to my post in this amazon thread:

http://www.amazon.com/review/R3M8X5XB81UOEG/ref=cm_srch_res_rtr_alt_1

In short, they have "recently discovered an issue where some of our drives will fail to recognize if left connected to a motherboard using an Intel Ivy Bridge chip set during a reboot. This has been corrected at the factory and a firmware update is available for this problem through our support."

So there is/was a known problem, but unfortunately the firmware fix didn't solve my problem (see amazon thread for details).

[evremonder]

I have the same question .my motherboard is gigabyte GA-Z77X-D3H and my OS is windows 8 enterprise edtion , if I restart my computer  the harddisk can't be found,I must be go in the OS and replugin my USB

[wrg-scz · Accepted solution]

SOLVED

I received the replacement drive from Seagate. It had firmware D802, and although the automatic installation of the drivers failed (it attempts to install them the first time the drive is started) -- possibly because the drivers were already loaded from my old drive -- the drive is now recognized upon startup and appears to be working properly. I should note that it did NOT work when plugged into a VIA USB 3.0 port, it only works from the Intel USB 3.0 port (neither port worked on the old drive). After my new drive was working I tried the old drive in the same setup/port and the old problem still exists. The logical conclusion is Seagate firmware D801 has a problem, but D802 at least works from Intel USB 3.0.

The backup plus bridge card firmware version can be found here:

Device manager > Disk drives > Seagate Backup... > Properties > Details > Hardware Ids >

USBSTOR\DiskSeagate_Backup+_Desk____D802  

(note last 4 digits)

[vaibhav dahake]

I am facing the exact same issue with Dell C521 computer (USB2.0) port on Windows 8

The Seagate drive is not recognized from a cold startup but works fine if I disconnect and reconnect the USB cable or restart Windows 8.

This is very annoying.

How do I get the firmware upgrade to the disk???

[wrg-scz]

Did you check to see if you have D801 firmware? My problem was solved on my VIA 3.0 ports after I returned my drive and found the replacement had the D802 firmware. That was 3 months ago (and everything has worked well since), so hopefully by now you can call tech support they can direct you on to how to download & install the new firmware. (On other seagate issues I've had they don't make the firmware 'public' and you have to call them and they send a link &  password to download it). If you have D802 or later then I don't have any advice. Good luck