Frequently asked questions

For help setting up and using your Seagate hard drive, review the frequently asked questions below. For additional support resources, go to Seagate customer support.

All users

Problem: My file transfers are too slow.

Q: Are both ends of the included USB-C cable firmly attached?
A: Review troubleshooting tips for cable connections below:

• Check both ends of the USB cable and make sure that they are fully seated in their respective ports.
• Try disconnecting the cable, waiting 10 seconds, and then reconnecting it.
• Try a different USB cable.
• If the drive is still not recognized, restart your computer and try again.

Q: Are there other USB devices connected to the same port or hub?
A: Disconnect Innov8 from the hub and connect it to a USB-C port on your computer.

Q: Is the hard drive connected to a USB 2.0/3.0 Type A port on your computer or hub?
A: Innov8 does not support connections to USB Type A ports. Connect Innov8 to a USB-C port on your computer.

Q: Does your computer or operating system support USB 3.0 transfer rates?
A: Confirm that your computer and operating system support USB 3.0 transfer rates. Select USB-C ports support USB 2.0 transfer rates.

Q: Is your computer's internal hard drive limiting transfer speeds?
A: A computer with a low-performance internal hard drive can limit transfer speeds for external hard drives.

Battery

Problem: My battery keeps losing power.

Q: Is your Innov8 frequently connected and disconnected from one or more computers?
A: The battery can lose its charge quickly if it is frequently disconnected and reconnected to power sources.

Mac

Problem: The drive icon does not appear on my desktop.

Q: Is your Finder configured to hide hard drives on the desktop?
A: Go to Finder and then check Preferences > General tab > Show these items on the desktop. Confirm that Hard Disks is selected.

Q: Is your drive mounting in the operating system?
A: Open Disk Utility at Go > Utilities > Disk Utility. If the drive is listed in the left-hand column, check your Finder preferences to see why it is not displayed on the desktop (review the question above).

Q: Does your computer's configuration meet the minimum system requirements for use with this drive?
A: Refer to the product packaging for the list of supported operating systems.

Q: Did you follow the correct installation steps for your operating system?
A: Review the installation steps in Connect your Innov8 to your computer.

Windows

Problem: The drive icon doesn't appear in Computer.

Q: Is the drive listed in Device Manager?
A: All drives appear in at least one place in Device Manager.

• Windows 7 and 10: Click Start and right click on the Computer to select Device Manager.
• Windows 8: In the modern interface, type Device Manager and then click it.

Look in the Disk Drives section and, if necessary, click the plus sign to view the full list of devices. If you're uncertain that your drive is listed, unplug it and then reconnect it. The entry that changes is your Seagate drive.

Q: Is your drive listed next to an unusual icon?
A: Windows Device Manager usually provides information about failures with peripherals. While the Device Manager can assist with troubleshooting most problems, it may not display the exact cause or provide a precise solution.

An unusual icon next to the hard drive can reveal a problem. For example, instead of the normal icon based on the type of device, it is instead an exclamation mark, question mark or an X. Right click this icon and then choose Properties. The General tab provides a potential reason why the device is not working as expected.