This is almost certainly a Windows or hardware problem.
Because your computer (or Windows) cannot recognize the drive,
it never reaches the point where it can read the BACKUPKEY software.
There are four possible causes to this problem (that we know of):
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1) |
Windows: Windows often get confused when you plug in a new drive.
This is most common when you have recently mapped a network drive to your system.
It also happens sometimes after a computer has been hibernated. |
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Solution: The first thing to do here is to reboot your computer.
If that doesn't work, you might need to go into the disk manager and assign
BACKUPKEY a new drive letter. From the Start
menu, click Start, then Run, then type "diskmgmt.msc".
Find your BACKUPKEY drive in the list, right-click on it and select
"Change Drive Letter and Paths". Use the Change button and the drop-down list
to select any drive letter that is not currently used.
If you don't see the drive in the list, the problem is either 2),
3) or 4) below. |
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2) |
Computer: your USB port doesn't work or is not providing enough power to run the drive.
This usually occurs when you are using a USB hub,
but sometimes an older computer will do this. |
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Solution: Try plugging the drive into a different USB port -
preferably not next to the one you have already tried.
At one time, computer makers put some USB 1.1 and some
USB 2.0 ports on their computers, probably to save money.
If none of your ports work, try plugging in to a different computer.
You don't need to run a backup, just see if the software starts. Then stop the countdown and exit.
If the drive works on another computer, but not on yours, you have two options: |
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If you have an old computer, you might consider investing in a new one.
Computers that exhibit this problem are almost always quite old. |
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Upgrade your computer's USB ports. Here are some examples from a reputable company:
For a desktop computer, try a
PCI-to-USB adapter
For a laptop computer, try a
PC Card-to-USB adapter |
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3) |
Cable: We have seen some cables that just don't work. |
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Solution: First, try the drive on another computer.
As above, you don't need to run a backup, you just need to see the
BACKUPKEY software start.
If it still doesn't work, LISTEN. If you put your ear against the drive while it's plugged in,
you should hear a smooth, constant hum. If the cable doesn't work,
you will probably hear a repetitive noise, sometimes a click, sometimes a whine.
If so,
Email us and we'll get you a new cable. |
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4) |
Drive: The drive might be bad. |
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Solution: If none of the other solutions work, you may have a bad drive.
It doesn't happen often, because we must run the drive to install the software,
so we find bad drives before they go out the door.
But if it does, or if the drive fails under warranty (within a year),
let us know and we will replace the drive.
You'll need to send the old drive back to us. |
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If none of these works for you and you have purchased the drive from us
within the last 30 days, we will be glad to refund your money.
If you purchased the drive from another vendor, ask them about their return policies. |
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