Unable to detect Thinkpad Secure USB Hard Drive - 500GB

[CPDI]

I have a Thinkpad eSATA/USB Secure Hard drive - 500GB. It has been working fine for a while. But all of the sudden, the external hard drive cannot detect on any computer. I enter the correct password and I able to see a solid green light but nothing shows up the computer. I tried using USB cable and eSATA cable, both cannot detected either. I don't want to loss the data, may I know how can I make the hard drive works? Any idea and suggestion?

[tanujhanda Retired Partner]

If the hard drive is not detecting on any system, then it could be that the electronics on the drive or enclosure have failed..

You might try checking with another cable as a next step, and if it is under warranty, give support a call.

I'm sorry that you have had trouble with the drive.

[CPDI]

We've tried using other cables but still the same problem. Do you have a number that I can call? I've tried looking for one on your website and it's very difficult to find one.

Thanks.

[andyP Community SuperMod]

If you visit the Lenovo support site and scroll down a bit you should see a section titled Quick Links. Under the title you should see a link to the Support Phone List.  As Options aren't mentioned in the list I would suggest you choose the "Think" option

Canada

English French

1-800-565-3344

24 hours/day 7 days/week

[CPDI]

Ok, just called this number and the guy from somewhere in Virginia is asking for the Machine type and serial number. I gave a serial number but he can find it. I'm giving him Lenovo ThinkPad eSATA/USB secure hard drive 500GB and it's not clicking. I think he is on the same website as I'm where the site does not recognize the info entered.

Anyway of sending the photo of the label so you can see what I'm looking at?

So who in Lenovo knows anything about this product? Unless this was not an actual Lenovo, just sold the manufacturer the name. Getting frustrated here.

[CPDI]

Just to make sure we are looking at the same product, below is a link to the product.

http://support.lenovo.com/en_US/product-and-parts/detail.page?&LegacyDocID=MIGR-74406

[CPDI]

Anyone, anyone? Bueler?

So is this it??? No one in "Lenovo" knows what's going on???

If you can't help with a simple question of which support number to call... the what should one expect from this company then?

[MrPeter1985 Guru]

Does it work connected to another PC?

Also what OS are you using?

[CPDI]

This is what we've tried so far:

- used two computers running Windows XP SP3 to connect. Device powers up (solid red light). Enter pass code, then light turns solid green which as per user guide indicates correct password. But, device is not being detected and drive not showing in the computer.

- used both eSATA and USB cables, same result.

Thanks.

[Cleo_Lenovo Administrator]

CPDI,

I'm curious. Is the USB HDD detected in BIOS?

Anyway, do you mind to send me a private message about the device's MTM and serial number ? When did you purchase it?

Do you now the expired date? Which page you couldn't find the info after entering the MTM and S/N ? I am thinking to check it with the eSupport team on the matter of why it doesn't show up in support site if it is the support site (support.lenovo.com) that you have problem with.