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Diagnosing Problems

The diagnostic procedure presented here assumes a moderate level of computer expertise. It is not intended to be used by those that are not comfortable with connecting hard drives and electronic equipment or performing computer diagnostic procedures.

By using this information, you understand and acknowledge that you use this procedure AT YOUR OWN RISK. Sassinsky Data Services, LLC does not assume any responsibility for any damages or losses, real or assumed, due to anything you do or any steps you take.

Categorizing Issues

Most hard drive issues can be categorized into two types of problems:

• Physical – Problem with the hard drive itself.
• Non-Physical – Problem with the data on the hard drive.

Most issues can be accurately diagnosed using our simple 4-step procedure. Whenever working with a hard drive, like any electronic equipment, some common procedures should be followed.

Do...

• Handle the drive carefully.
• Protect the working equipment and working computer equipment.
• Connect the drive directly to an IDE interface or a SMART aware external adapter.
• Provide proper cooling for the drive.
• Ground yourself and protect the drive from static electricity.

Do Not...

• Continue to operate a drive that is making any strange noises. Power down immediately to limit further damage.
• Allow the drive to run for extended periods if the drive is not running properly.
• Attach a drive with damaged connectors to a computer.

Procedure

Step 1

The first step looks for major physical problems with the drive. The problems identified during this step typically involve the major physical components of the hard drive: electronics, motors, bearings, platters and heads.

This step should be performed without the hard drive connected to a computer to reduce the likelihood of damaging the test equipment. Power-down the drive immediately if you hear any unusual noises.

1. Power up the drive and listen carefully.

• Does the drive “spin up?”
  This will usually sound something like a jet starting.
• Does the drive “un-park” the heads?
  This will usually sound like a small single click after the platters reach full speed.
• Does the drive make any repeated “clicking” sounds or any “grinding, scraping or whining” noises?

The drive usually has a major physical problem if it does not spin up, does not un-park the heads or if it makes any strange or unusual noises.

Step 2

The second step looks for additional physical problems with the drive. The problems identified during this step typically involve the hard drive’s internal operating software: firmware, unique drive parameters and operating electronics.

This step is performed with the drive connected to a computer. Ensure that the drive is safe to connect to a computer prior to making the connection and powering the drive and computer.

1. Connect the drive to a computer.
2. Power the drive and the computer.
3. Listen for the drive to settle and operate normally. You will hear the drive come up to full rotational speed. Then the head will “un-park” with a single click. You may then hear a few sweeps of the head as it moves over the platters. Most hard drives will “settle” within 3 seconds of the motor reaching operating speed.
4. Open the “Device Manager” in Windows or “System Profiler” on a Mac with OS X.

• Does the hard drive appear under the “Disk Drives” heading?

The hard drive performs “self-tests” once it is running. If the drive passes the tests, it presents itself to the computer as available for use. If the drive does not appear, it most likely has not passed its self-tests. This indicates a physical problem with the drive itself.

Step 3

The third step looks for problems with the data itself. These problems can be either physical or non-physical in nature. Physical problems are often issues involving damage to areas of the platters or the heads that read the platters. Non-physical problems include data corruption, deletion, formatting or overwriting.

1. Open the “Disk Manager” in Windows or “Disk Utility” on a Mac with OS X.

• Does the hard drive appear?
• Does the hard drive have a valid partition or partitions?
• Does the partition or volume “mount” and appear on the Desktop or in the file explorer?

Any one of the previous issues could be at fault if the partition or volume does not mount. Computers that have experienced extended wait times or have seemed to bog-down with the drive attached usually indicate physical problems with the hard drive. Non-physical issues may be able to be solved with data recovery software. However, any hard drive that does not respond quickly or stops reading for periods of time almost always have a physical problem. These drives should be powered down immediately to avoid causing additional more damage.

Step 4

The fourth step looks for transitory problems with the drive or problems that are in their beginning stages. Usually these drives can simply have the data copied off of them to a reliable drive. The original drive should then be retired because failure may be imminent.

1. Use a SMART status tool to read the SMART parameters on the drive.

• Have any parameters moved from their optimal values?
• Have any parameters exceeded the manufacturer’s threshold?

SMART status may-or-may not indicate a pending failure, however, with the relatively low cost of hard drives, it is probably prudent to move your data to another drive and retiring the drive in question. If your data is important, this may be a simple step to avoid data recovery. At the very least, you may want to start or continue an aggressive data backup strategy.