Remote Recovery Information

Service Description

Data recovery is the process of obtaining usable data from inaccessible storage media and corrupted or deleted file sets.

Computers, MP3 players and digital cameras store data on some type of electronic media such as hard disk drives, diskettes or flash devices. Each type of media presents different recovery challenges.

As a hard disk drive manufacturer, Seagate understands data storage technology like no other data recovery company. As the data storage experts, we have the means, methodology and technology to recover lost data.

We recover remotely files that:
 

  • have been removed without using the Recycle Bin, or when Recycle Bin has been emptied
  • were removed by virus attack or power failure
  • were deleted or corrupted logical disks or partitions

Remote Recovery usually deals with logically corrupted storage systems: deleted files, reformatted partitions, etc. This means that any physically damaged media like drives with read errors should be send for In-Lab data recovery.

Connection Requirements

We need physical access to the media in question. Thus the device should be visible in Windows Disk Management as a Physical Device with its full size. It is not necessary to show a drive letter, such as in the case of a deleted partition. This also means that a NAS you work on through network sharing will not work.

For an optimal recovery speed, we recommend using the internal SATA connection within a PC. In case you are unsure as to how to connect a drive in your PC internally, Seagate sells accessories to connect your drive through USB (preferably through USB 3.0 which is approximately twice as fast as USB 2.0).


 

Recovery Time

A remote recovery can take anywhere between half an hour to 12 hours, depending on what the issue is. During this time, your PC needs to be powered on so make sure power settings that put your PC in hibernation or sleep mode have been disabled. Also note that you cannot use your PC during this time as a Seagate technician needs to have full control over it at all times.


 

Accessory

Physical State of the Drive

The device must be physically in full working order to perform remote recovery. The way you can tell whether your device is physically in working order is to watch for the following symptoms:
 

  • Your drive should be spinning
  • There should be no unusual sounds
  • There should be no I/O access error messages
  • The device should be visible Windows Disk Management or IOS Disk Manager

The S.M.A.R.T. status is OK. S.M.A.R.T. can tell you a lot about the physical health of a drive. If a S.M.A.R.T. test fails, this indicates physical issues such as read errors or physical damages to your drive. In this case, the drive should be sent for In-Lab data recovery.


 

Seatools


 

More Seatools for Windows information can be found here: http://www.seagate.com/support/internal-hard-drives/enterprise-hard-drives/saturn/seatools-win-master/

Technical Insights

  • The drive in question should be physically in full working order.
  • The minimal requirements for the computer used for the recovery are a dual core CPU and 2GB RAM.
  • Windows XP for drives up to 2TB or Vista and higher for drives larger than 2 TB Or: Mac OS X Snow Leopard or higher.
  • The PC used for recovery should have a reliable broadband internet connection.
  • No firewall restrictions on remote access to your machine.
  • An account with administrator rights must be available.
  • A second drive, which is large enough to store recovered data and install software should be available.
  • If the drive with issues is your main operating system drive, it should be connected to a different machine for recovery to prevent further data loss.

In order to make the recovery as smoothly as possible, please provide the Seagate technical team with as much information as you can about the problem you’re facing. Details pertaining to the following questions would be helpful:

  • What is the issue you are facing (deletion, reformat, corruption, etc.)?
  • What was lost (file types, names, locations, size)?
  • What recovery attempts were done previously (for example a do-it-yourself software or another company…)?
  • Has any data been written to the drive since the issue occurred (downloaded software, large files)?