GoFlex, GoFlex Desk, GoFlex Pro, GoFlex Slim, & GoFlex Turbo

[Mike2012]

I jhave the 3 TB version of this drive (STAC3000102) and during a 1.5 TB encryption of my files I noticed that my transfer rate had dropped from ~100 MB/s to ~60 MB/s after about an hour. When I touched the top of the drive I noticed that it was extremely hot. I stopped the file transfer and ran a S.M.A.R.T test to see the temperature of the drive. It registered at 69 degrees Celsius or 156 degrees Fahrenheit. Seagate's fact sheets state that these drives should never exceed 60 degrees Celsius (140 degrees Fahrenheit). So in just 40 minutes of continuous data transfer this drive exceeded the maximum operating threshold. Additionally, the same S.M.A.R.T test I ran to get the temperature reading also predicted imminent failure of the drive as a result of the extreme operating temperature. See the attached picture after 15 minutes of cooling. Even then, it's still quite hot at 122 degrees.

I would avoid this drive unless this fatal flaw is fixed. However, it looks like Seagate's engineers have failed to recognize this problem as the new Backup Plus series uses the same case as this drive.

[guyandhisdog]

Unfortunately I see this thread after my 2tb has failed--- and it is due to overheating!  In fact, Seagate has recognized this problem and modified their new goflex Desk to have significant heat vents installed.  Please see the picture attached.  What can I do besides several thousands of dollars worth of data recovery?

Seagate tech support emailed me, "

In regard to the trouble you are having, unfortunately we cannot do anthing in regards to any law action, but if this was a known issue we would have millions of units being returned for the same overheating issues, and we are just not seeing that. If you like, we can certainly assist with troubleshooting and/or warranty replacing the drive, but as far as data recovery is involved, that is not covered under warranty. 

[AlanM]

Well, let me be more specific to help out here.

From the Barracuda drive Product Manual:

2.9.1 Ambient temperature

Ambient temperature is defined as the temperature of the environment immediately surrounding the drive. Actual drive case temperature should not exceed 69°C (156°F) within the operating ambient conditions. Refer to Section 3.4 on page 26 for base plate measurement location.

Operating 0° to 60°C (32° to 140°F)

Non-operating –40° to 70°C (–40° to 158°F)

So, it's not clear that 69º C is overheating - it's right at the top range for the temperature. Be careful not to confuse ambient temperature with drive temperature.

And I don't mean at all to suggest that your particular drive didn't overheat and thus fail. Perhaps it truly did; in that case, it is defective and we will be happy to replace it under warranty. Let me know if you have any problems with the warranty process.

[guyandhisdog]

Thank you for your reply.  Unfortunately replacement under warranty will not satisy my needs-- though the drive is still under warranty.  I am seeking Seagate's full data recovery.

I received the following in response to the problem I had, namely the Free Agent drive I had having the controller board fail due to overheating.  Thanks to the internet, I’ve found many other cases of people having the issues that I’ve had.

I don’t want another Seagate drive.  I want the pictures of my daughters back; the ones that you took from me.  You got my money for this drive, you got my money for another drive I bought to see if I could use to recover the first.  You owe me this, and you WILL give me back the pictures of my daughter’s first years, FOR NO EXTRA CHARGE from your data recovery division. If not, my next moves will be in sequence to contact an attorney, post on your twitter account and ask my friends to retweet; share my daughters' pictures on Facebook with comments that Seagate took away my daddy’s pictures of us, and and generally make it my business to cost you more money than you’d have charged me to recover the data that your faulty, ventless design lost.  Obviously, appealing to your company’s sense of fairness didn’t work, so now I’m aiming at your pocketbook.

I am a school teacher.  I don’t go back to daily work until late in August.  I have a considerable amount of time that I will be willing to invest in retrieving my daughters' baby pictures.  You’ve hit me where I live; you do not test a man’s resolve where his children are concerned.  I will garner attention, and I will get what I want in the end.  Seagate will get a small black-eye over it, and I’ll have spent time fighting which I could have spent building something for my children.  In the end, you will recover my data for me.

I expected the response included below, as much as I hope that someone in management will realize it’s best to keep me quiet now.  Recover my drive for me.  If what I’ve heard is correct, it should be as simple as replacing the controller board.  If you would prefer, you could send me a replacement controller board and I could have a local technician replace it for me.

Or we can do it the hard way.  I’m ready and willing.  These are my daughters' baby pictures we’re talking about.

Sincerely,

XXXX XXXXXX

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Dear Mr. xxxxx,
> 
> Thank you for choosing Seagate.
> 
> I apologize about the inconvenience this issue causing for you, and for any 
> lost data. I am sure that this situation is very frustrating to you.
> 
> In regard to the trouble you are having, unfortunately we cannot do anthing in 
> regards to any law action, but if this was a known issue we would have 
> millions of units being returned for the same overheating issues, and we are 
> just not seeing that. If you like, we can certainly assist with 
> troubleshooting and/or warranty replacing the drive, but as far as data 
> recovery is involved, that is not covered under warranty.
> 
> If you wish to speak with our Seagate Recovery Services Division, you can 

> reach them at 1-800-475-0143 <tel:1-800-475-0143> .

> 
> 
> If you have any additional questions, please let us know.
> 
> Regards,
> 
> Thomas
> Seagate/Maxtor Technical Support Specialist

> Phone: 800-732-4283 <tel:800-732-4283>  (North America)
> Web:  www.seagate.com/support/index.html 
> <http://www.seagate.com/support/index.html> 
> 
> 
> ref:_00D00hhzl._50030NcNDl:ref

[guyandhisdog]

Well, I must report that I was contacted by Seagate this afternoon.  

They have offered me a complimentary diagnostic if I send the drive in at their shipping expense.

The gentleman said he would "make the call" on how to proceed (who will pay- me/them) for data recovery after they have determined what the caused the failure.

I will update this board when I have more information to report.

[Mike2012]

Hopefully they do something about this. Although Seagate is countering that 69C is acceptable, can Seagate give any reassurance that maintaining 69C for long periods (long file transfers and backups that are hours long) will not be a detriment to lifespan of the drive? Also, what about the performance hit that the drive takes after it hits these temperatures? Is that an acceptable attribute of this drive? I would call any temperature high enough to call performance issues overheating.

Hopefully, Seagate recovers the data of your drive and for free. It seems that they just need to replace the control board, assuming that there is no mechanical damage to the platter and heads inside.

[guyandhisdog]

And mind you the design modifications they made from my old failed version with zero ventilation to the newer one.  Why would they add so many air vents if they were not necessary on the earlier models?  hmm... sounds fishy.  Nonetheless, I will update this as I hear more information.  They have my drive now and have started their diagnostics.

[kenji57]

I wish you well in your negotiations with Seagate and hope you recover your data successfully. I have also been critical of them at times.

But I can also see Seagate's point that they can't offer to recover data for people any time a drive fails.

If your data is important to you then it is essential to keep a backup. A backup is a second copy on another drive (and ideally at another location). Whether or not there is a design fault, a hard drive will fail at some point (if there's a design fault it will fail sooner, rather than later).

Intimidation can work if just one or two people do it, but if everyone tries it quickly stops being effective. 

It's a lot easier to make a backup and save yourself the aggravation. The drives are covered by warranty, your data is your responsibility.

[guyandhisdog]

Outstanding customer service provided by Seagate!!

They have gone above and beyond my expectations!!!

They were not able to confirm or deny the overheating as the cause of the failure. 

Lesson learned, don't put all your eggs in 1 basket.  Perhaps I've been lucky that in 25 years of working with computers, none have failed me until now.

While the recovery department attempts to restore my data, I will update when more information is available.

[Mike2012]

"Actual drive case temperature should not exceed 69°C (156°F) within the operating ambient conditions. "

That is NOT what it states on the actual technical sheet of the drive. It clearly states that actual drive case should not exceed 60C. All of the 3TB GoFlex drives either have a Barracuda 7200 or Barracuda XT in them. You can find technical sheets on each here:

http://www.seagate.com/files/staticfiles/docs/pdf/datasheet/disc/barracuda-ds1737-1-1111us.pdf

http://www.seagate.com/docs/pdf/datasheet/disc/ds_barracuda_xt.pdf

So I am not sure where you got the 69C figure from but it looks like Seagate is trying to pull a fast one with the bogus 69°C figure. Looks like they just read my post and made a fictitious 69C operating maximum.