MGP Posted January 13, 2014 Report Posted January 13, 2014 Hi, One of my external hard drives is a Western Digital MyBook Essentials (WD1140) 3TB (2.72TB system capacity) USB drive. When I launch the Disk Eraser tool, the Status column displays a message saying "Does not support this drive." It's a typical NTFS-formatted drive, not encrypted, etc. I have other external hard drives connected, all of them ranging in size from 250MB to 2TB and Disk Eraser is able to see them and analyze them with no problem. What I'm wondering is, is there a size limitation to the tool? I'm running Windows 7 Pro 64-bit (Service Pack 1) OS WiseCare 365 ver 2.47.195 (GiveAwayoftheDay) registered Note: In attached pic, I've smudged out part of the drive names (the ones beginning with Mega)
xilolee Posted January 13, 2014 Report Posted January 13, 2014 Hi MGP! From the online help: NOTES:•Disk Eraser only analyzes NTFS drives.•Please don't do any disk I/O operation while disk erasing. Check your HDD's file system.
MGP Posted January 13, 2014 Author Report Posted January 13, 2014 Hi MGP! From the online help: Check your HDD's file system. It is NTFS.
xilolee Posted January 13, 2014 Report Posted January 13, 2014 Sorry, it was me that didn't double-check your message! Although giveawayoftheday softwares imply "No free technical support", I think developers could be interested in your problem. Please wait an answer from them (admin/developers). (Yes, I'm only a poor and simple helper ;-p)
MGP Posted January 13, 2014 Author Report Posted January 13, 2014 Sorry, it was me that didn't double-check your message! Then pack up your desk and get out. Thanks for the prompt replies. Much appreciated.
MGP Posted January 13, 2014 Author Report Posted January 13, 2014 Just figured I'd provide a little more info that I've been playing with. The defrag utility in both Wisecare365 and DiskCleaner7 can see the drive and analyze it (not sure if they're the same version of defrag or not). On DiskCleaner7, on the Advanced Cleaner tab, the drive letter doesn't even show up in the list of available choices in the dropdown box. On the Wise Data Recovery utility, the drive letter does show up in the available choices in the dropdown box. However, when I choose it and click "Analyze", it get an error dialog box saying "Can not get disk information". When I click "OK" on that dialog box, it closes and I see the dialog box for "scanning", however no activity shows up in the progress bar, and there's no disk activity light flicker on the drive. Also, I ran a chkdsk and it found no errors. Report is attached. Hope this helps. Anyway, this is all just FYI purposes. I really wasn't expecting any specialized support for a free product. I mostly figured I'd report it to you guys in case it was a glitch, or for future product improvement. Other than that, thanks again for a great product.
wisecleaner_admin Posted January 14, 2014 Report Posted January 14, 2014 Hi MGP, Thank you for your info. It is a strange problem. I think your WD MyBook Essentials disk has some partition table errors. I suggest you to use partition table tools to scan this disk. (e.g, Partition Table Doctor, DiskGenius ) If you can, copy your data to another disk, then format the disk WD MyBook Essentials, it may solve your problem.
MGP Posted January 14, 2014 Author Report Posted January 14, 2014 Hi, Thanks for the advice, but I don't think the problem is with my drive. I've had it for a couple of years now and have used it on a near daily basis with no problems from any other products, other than the Wise products. For good measure,I downloaded Piriform's Ccleaner, and it had no problem detecting, scanning, cleaning, and analyzing for defrag. PMy main reason for reporting it to you was it was the first (and only) time a product encountered a problem, which led me to believe that maybe there was some sort of size limitation, since it worked my other drives (1@250GB, [email protected], 2@2TB, the WD @3TB). To be honest though, I'd never bothered using the WiseCare365 tools on any of my external drives, which is why this particular problem only surfaced in the past few days. Anyway, thanks again for the prompt responses. Much appreciated.
WiseCleaner Posted January 15, 2014 Report Posted January 15, 2014 Hi, We will test it. Can you help us to improve our program? Please Download this attachment, unzip it and cover the original exe file. Then you run it, switch to Disk Eraser. If wise care 365 cannot get your disk info, it will generate a log file, please send this log file to us. Thank you very much. WiseCare365.zip
MGP Posted January 15, 2014 Author Report Posted January 15, 2014 Hi, I ran the new program, which had a slightly different result than last time, but wasn't a successful run. Like last time, it still showed "does not support this disk." However, like yesterday, I still checked the box, clicked "clean", and it showed a "wipe success" of 0 seconds. See attached. What is the name of the log file generated? I looked in the Wisecare365 folders under Pograams (x86), and also under c:\users\appdata, etc and I couldn't find a file with an update date of today. There's an errorlog.txt file, but that only contains data from a run back in December.
xilolee Posted January 15, 2014 Report Posted January 15, 2014 (just guessing) Check c:\users\user-name\appdata\roaming\ (wise registry cleaner save its backups there, so probably wise care 365 could save its files there too)
MGP Posted January 15, 2014 Author Report Posted January 15, 2014 I looked in the Wisecare365 folders under Pograams (x86), and also under c:\users\appdata, etc and I couldn't find a file with an update date of today. Gotta brush up on those reading comprehension skills, xilo.
xilolee Posted January 16, 2014 Report Posted January 16, 2014 c:\users\appdata <> c:\users\user-name\appdata\roaming\ !
MGP Posted January 16, 2014 Author Report Posted January 16, 2014 c:\users\appdata <> c:\users\user-name\appdata\roaming\ ! THANK YOU, Mr. Exclamation point! I KNEW where to look (hence the "etc") and it's not any of those directories. Check your attitude at the door if you're going to participate in forums.
xilolee Posted January 16, 2014 Report Posted January 16, 2014 A general rule often not respected, when participating in forums, is "Members should post in a way that is respectful of other users. Flaming or abusing users in any way will not be tolerated and will lead to a warning."
wisecleaner_admin Posted January 16, 2014 Report Posted January 16, 2014 Hi MGP, Please find the file in D:\wiselog.txt
MGP Posted January 16, 2014 Author Report Posted January 16, 2014 Hi MGP, Please find the file in D:\wiselog.txt D: is my DVD drive, so it can't be there. And I searched my entire C drive for wiselog and nothing was found.
UCanFixIt Posted January 16, 2014 Report Posted January 16, 2014 Do you have any of the WD Passport Security and/or utilities software installed? Can you provide a screenshot of disk management for the drive in question? Also, from an elevated command prompt (type): diskpart (cr) list disk (cr) select disk x (cr) where x is the number of your external drive list partition (cr) Also, can you attache a screenshot of the above result?
UCanFixIt Posted January 16, 2014 Report Posted January 16, 2014 UPDATE: Here are two additional images that show an external SATA hard drive in a USB docking station:
MGP Posted January 16, 2014 Author Report Posted January 16, 2014 Do you have any of the WD Passport Security and/or utilities software installed? Can you provide a screenshot of disk management for the drive in question? Also, from an elevated command prompt (type): diskpart (cr) list disk (cr) select disk x (cr) where x is the number of your external drive list partition (cr) Also, can you attache a screenshot of the above result? No Passport Security or utilities installed.
UCanFixIt Posted January 17, 2014 Report Posted January 17, 2014 OK, it looks good on the surface but I suspect there is more to see if we dig a bit deeper! Go to Admin Tools> System Information> (System Summary)> Components> Storage> Disks and provide a screenshot of the results for your 3TB USB drive. Also, it would be interesting to see how your special WD passport controller is identified by CrystalDiskInfo. This is a portable download from here: http://crystalmark.info/download/index-e.html Shizuku Edition [x64 Beta] (zip) Both of my screenshots are attached below.
MGP Posted January 17, 2014 Author Report Posted January 17, 2014 OK, it looks good on the surface but I suspect there is more to see if we dig a bit deeper! LOL! I hate to burst your Wisecare bubble, but I've pretty much determined that the problem lies not with my disk, but with the WiseCare tools. As I stated earlier, no other application in the 2+ years that I've owned has had a problem recognizing, detecting, interacting with (and so on) that drive. And Ccleaner sees it, wipes it, etc and their Recuva tool can accurately scan it to look for recoverable files.
UCanFixIt Posted January 17, 2014 Report Posted January 17, 2014 LOL! I hate to burst your Wisecare bubble. LOL back atcha my friend! I am not a Wise employee (LMAO) and I do not have your problem (ROFL). Good luck.
MGP Posted January 17, 2014 Author Report Posted January 17, 2014 I do not have your problem (ROFL). Good luck. I don't have a problem. Wisecare has a problem.
wisecleaner_admin Posted January 17, 2014 Report Posted January 17, 2014 Hi MGP, Please download the new file and try again, the file wiselog.txt will be saved in C: drive THX. WiseCare365.zip
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