WD Red Drives in a third party enclosure User Interface may display a failed message

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1 WD Red Drives in a third party enclosure User Interface may display a failed message Issue: Third party Network Attached Storage NAS enclosure may display a Bad Sectors, failed, or bad drive message within the NAS User Interface (UI). Cause: A failed hard drive could be the cause of the error message, or possible enclousre or system related issue. The first thing to do is test the drive by following the steps below. Ensure that the data is backed up. Western Digital recommends that best practice is to keep a backup of your important data at all times. Maintaining a valid backup protects against: computer virus, data corruption, hardware issues, or environmental hazards. Important: Always remember that "backup" means that you have your data stored in at least two (2) locations. Moving data from your system drive to an external hard drive is not a backup, unless there is already a duplicate of the file on a different drive. Remove the WD Red drive from the enclosure. Connect the WD Red drive to a computer with a SATA cable as a secondary hard drive. Test the drive using the Western Digital Data Lifeguard Diagnostics for Windows. Please see: Answer ID 940: How to test a drive for problems using Data Lifeguard Diagnostics for Windows Note: Please contact the motherboard or computer manufacturer to ensure the WD Red hard drive capacity is supported by the motherboard and up to date with the latest BIOS Update.

2 Solution: If the WD Red hard drive passes the Western Digital Quick and Extended Test then the drive is good. Please contact the third party enclosure manufacture for more support, and information if the WD Red Hard drive is on their supported hard drive list or AVL. If the WD Red hard drive failed the Western Digital Data Lifeguard Diagnostics Quick and Extended Test then it needs to be replaced. Please see: Answer ID 8: How can I replace a product under warranty?

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4 Windows Update does not detect a WD RED WD50EFRX/WD60EFRX or a WD Green WD50EZRX/WD60EZRX In the event that the Windows tool does not detect the drive: If the system is an Intel system, update to Intel AHCI driver version 13.x or later, then rerun the update tool wd6252.exe. or Update the SATA AHCI driver to the MS Inbox driver, then rerun the update tool, wd6252.exe. If the drive is not detected even after updating the driver: Use either the Linux or DOS version of the firmware update tool. Please contact Western Digital Support to get these tools & instructions.

5 Applied Products: Red Drive Model Numbers: WD50EFRX & WD60EFRX Green Drive Model Numbers: WD50EZRX & WD60EZRX While running a Quick Test on a WD Black² Dual Drive using Data Lifeguard Diagnostics for Windows, the Elapsed Time resets itself Answer ID Issue: Using the Data Lifeguard Diagnostics for Windows to perform a Quick Test on a WD Black² Dual Drive results on the test completing successfully without issues. However, the Estimated and Elapsed Times of the process are off with the Elapsed Time resetting itself back to 00:00:00. Cause: The Quick Test is designed to work this way on Dual Drives which have both an SSD (Solid State Drive) and an HDD (Hard Disk Drive) that can be accessed individually. The Quick Test will run tests on both the SSD and the HDD separately, and will display Elapsed Time for each separate test. As a result, the Estimate Time changes and the Elapsed Time restarts when the SSD test completes and the HDD test starts. Solution: This is a designed behavior of the software. When the Elapsed Time resets back to 00:00:00, continue to allow the software to run and finish the test on the other part of the drive.

6 Storing data simultaneously across the SSD and HDD portions of a Dual Drive causes data corruption. Issue: Creating a partition that includes LBA 234,441,647 and LBA 234,441,648. results on data becoming corrupted. Cause: A single partition may not contain Logic Block Addressing (LBA) 234,441,647 and 234,441,648. LBA 234,441,647 is the end of the SSD portion of the Dual Drive and LBA 234,441,648 is the start of the HDD portion. A partition containing both LBAs will cause data corruption when a file is stored across the SSD and HDD. Solution: Create partitions anywhere from 234,441,647 and below and/or from 234,441,648 and above to ensure the files are located on the correct storage space of either the SSD or HDD. Additional partitions can be safely created when adhering to these rules.

7 Error: 'Completion Code: 53, Unsupported storage driver' occurs when running WD Black² Installation Software Issue: The error Completion Code: 53, Unsupported storage driver occurs when running the WD Black 2 Installation Software application. Cause: This issue can be caused by any of the following scenarios: 1. The SATA driver being used is not supported. 2. The nvidia drivers are not supported. 3. The RAID configurations being used are not supported.

8 Solution: To resolve this issue, install the latest supported SATA drivers for the system being used. For assistance obtaining these drivers, please contact your system or motherboard manufacturer. Applied Products: Error: 'Completion Code: 10, Installation incomplete' occurs when formatting a WD Black² Dual Drive Answer ID Issue: The error 'Completion Code: 10, Installation incomplete' occurs when creating a partition on a WD Black² Dual Drive.

9 Cause: This issue can occur for two different reasons: 1. The WD Black 2 Dual Drive was connected as a non-primary drive. 2. The Dual Drive was not initialized once it was initially connected. Solution: To resolve this issue, please follow the instructions below: 1. Verify that the Dual Drive has been connected to the computer as the primary drive. 2. Open Disk Management in Windows and initialize the Dual Drive, either as a Master Boot Record or GUID Partition Table, before trying to partition it. For assistance initilizing the drive, please see Answer ID 1018: How to initialize or write a signature to a secondary hard drive or Solid State drive in Windows (7, Vista, XP). 3. If the error continues to occur, please Contact Us for additional troubleshooting. Error: 'Completion Code: 5, Compliance Table is Corrupted' occurs when installing WD Black² Installation Software Issue: The error Completion Code: 5, Compliance Table is Corrupted occurs when installing the WD Black² Installation Software. Cause: This issue can occur for two different reasons: 1. WD Black 2 Installation Software installer failed to download properly or has become corrupted. 2. The computer's Host memory may be faulty. Solution:

10 In order to resolve this issue, please follow the instructions below: 1. Visit the WD Black 2 Installation Software Download section to download the latest version of the WD Black 2 Installation Software. 2. If the host memory is faulty, replacing the DRAM will fix this issue. Running a memory test can indicate if this is the cause of the error. WD Black² Installation Software on a Dual Drive Answer ID Issue: When installing the WD Black 2 Installation Software the error Completion Code: 0, No Compliant Device Found. occurs.

11 Cause: This error occurs when the software detects that there is no WD Black 2 Dual Drive connected to the computer that's running the software. Solution: Connect a power cable to a WD Black 2 Dual Drive, and a SAT How to uninstall the WD Black² Installation Software and remove the HDD portion from a WD Black² Dual Drive Answer ID Once the WD Black 2 Installation Software is installed on a WD Black² Dual Drive, the Hard Disk Drive (HDD) portion of the device is enabled and becomes available for use. Should there be a need to remove this portion, running the WD Black 2 Installation Software again will provide the option to remove the software from the device and that way remove the HDD portion once again. For assistance removing the HDD portion of a WD Black 2 Dual Drive, please follow the instructions below: Important: If it is necessary to download the software again, download the WD Black 2 Installation Software from the download section of the WD Black². 1. Run the WD Black 2 Installation Software. From the software's main screen, click on Remove WD Black 2 Dual Drive.

12 2. Read the information displayed carefully. If the partition has already been removed, click Proceed. Note: For more information on attempting to uninstall the software while a partition still exists in the HDD portion of the Dual Drive, please see Answer ID 11019: Error: 'Completion Code: 27, HDD portion contains partitions that must be removed before uninstallation' occurs when removing HDD space on a Dual Drive. 3. Critical: Deleting a partition will delete all files and data contained within the partition. This process is Data Destructive and irreversible. Please make sure that all data on the HDD is backed up elsewhere before deleting the partition(s). 4.

13 5. 6. The WD Black 2 Installation Software will begin to be uninstalled. This process may take several minutes.

14 7. Once the uninstallation is complete, the HDD portion of the WD Black 2 Dual Drive will no longer be accessible. Restarting the computer is needed to complete the process, so when ready, click on Restart Now.

15 The HDD portion of a WD Black² Dual Drive is not able to be defragmented using Windows built-in defragmentation program Answer ID Issue: The Hard Disk Drive (HDD) portion of a WD Black 2 Dual Drive is not able to be defragmented. Cause:

16 This issue occurs because the Dual Drive appears to Windows as a Solid State Drive (SSD), and Windows is designed no to allow the defragmention of an SSD. Solution: Windows' built-in defragmentation tool will not be able to target the Dual Drive. Other defragment software, capable of selecting individual volumes, will be able to target the HDD space and defragment it without defragmenting the SSD. WD cannot provide specific recommendations for Defragmentation software, but users on the WD Community may be able to provide information on possible software that can assist with the defragmentation process. Important: Western Digital does not recommend using software to defragment the SSD portion of a Dual Drive. Due to the way an SSD works, defragmenting this portion of the drive not only can decrease performance, but also decreases the lifespan of the SSD portion of the Dual Drive. Disk Management shows unallocated space on a WD Black² Dual Drive after running the installation software Answer ID Issue: After running the WD Black 2 Installation Software, there is 11 MB of unallocated space remaining on a WD Black² Dual Drive. Cause: This issue is caused by a small difference in the file system created by Windows XP and later versions of the Operating System (OS).

17 Solution: Note: The Dual Drive is working as intended and the unallocated space will not cause any problems. The unallocated space will be 11 MB in size, and creating a new volume on it will result in an 8 MB volume. Since Windows XP natively does not have the ability to expand volumes, regaining space lost in this manner is not possible using this version of Windows. Any partition created will be created on the SSD space instead. How to install the WD Black² Installation Software on a WD Black² Dual Drive Answer ID WD Black 2 Dual Drives come with the HDD (Hard Disk Drive) portion of the drive disabled by default. In order for the HDD portion of the drive to become enabled, the WD Black 2 Installation Software needs to be installed. To install the Installation Software on the Dual Drive, please follow the instructions below: 1. Download the WD Black 2 Installation Software from the download section of the WD Black². 2. When the download is complete, run the application. On the first screen, select the desired language.

18 3. The software will load up. This may take a few seconds. 4. From the software's main screen, click on Install.

19 5. Read the End User License Agreement. When done, if the terms are acceptable, check the I accept this agreement check-box, and click on Next.

20 6. The software will scan the computer for a compatible Dual Drive. When found, it will display a summary on the following screen. When ready, click on Proceed.

21 7. The WD Black 2 Dual Drive will begin to be installed. This process may take several minutes.

22 8. Once the installation is complete, the WD Black 2 Dual Drive will be completely installed, the HDD portion of the unit now being accessible. Click on Finish to close the software.

23 Error: 'Completion Code: 27, HDD portion contains partitions that must be removed before uninstallation' occurs when removing HDD space on a Dual Drive Answer ID Issue: Using the WD Black² Installation Software to remove the HDD space on the drive fails with message Completion Code: 27, HDD portion contains partitions that must be removed before uninstallation..

24 Cause: The installer software cannot remove the HDD space of the drive if there's a partition on it. Solution: Manually delete the partitions in the HDD space using Windows' Disk Management. Critical: Deleting a partition will delete all files and data contained within the partition. This process is Data Destructive and irreversible. Please make sure that all data on the HDD is backed up elsewhere before deleting the partition(s). If the partition is not able to be be deleted, there is a possibility that the pagefile.sys file still exists in the HDD portion of the drive. In most cases this is because it is a hidden file. Enable the Show hidden files option in Windows, and then move the pagefile.sys file to the C: directory. WD Black² Installation Software fails to install, reporting a RAID configuration when the system is not configured on a RAID Answer ID Issue: Installation of WD Black 2 Installation Software on a WD Black² Dual Drive fails when the software detects the drive being used on a RAID configuration, when the Dual Drive is not configured on a RAID. Cause: Some OEM drivers, specifically the 11.5 Intel driver, is reporting a RAID configuration when the system is not configured on a RAID. This issue can also occur if the BIOS is set for a RAID configuration

25 Solution: In Device Manager, update the host controller to the Microsoft Inbox Driver, which is the Serial ATA Controller driver that comes natively with the Windows Operating System (OS). Please ensure that the BIOS does not have RAID enabled. If RAID is enabled on the BIOS, please disable this setting or set it to a non-raid option, such as AHCI, EIDE, or some other option. For assistance updating your BIOS settings, please contact the system or motherboard manufacturer. How to redirect user data from Libraries, such as 'My Documents', to an alternate location on a Windows PC Answer ID By default, Windows stores profiles and user data (such as music, pictures, movies) on the Windows installed volume, typically the C: drive. When there is a second volume on the PC, such as D: or E: drive, Windows can redirect the user data so that it is stored on these alternate volumes instead of the installation volume. For information on how to move the user data folders' location, follow the instructions on the following Microsoft Articles: How to Change the Default Location of the My Documents Folder. Redirect a folder to a new location. For more information on how to move the user data to a different location, please contact Microsoft.