►Why am I unable to preview “good” integrity files?
If your files were overwritten and or are corrupted, the file preview window will not be able to show the file. Make sure files you are wanting to recover are viewable in the preview window before trying to recover them.
►What does “STX Server is not responding” mean?
STX Server is not responding means that the Seagate servers are temporarily down due to maintenance. This is an intermittent issue, we suggest you try and connect again at a later time
►Why doesn’t the software find file names?
- If you are scanning a device that does not have an Operating System (OS) installed, it’s unlikely that many file names will be found.
- If you are scanning a device that has an active OS and file names are not being found, this is due to your PC overwriting information where the file(s) were previously located. This also leads to the recovery software to find duplicates of the same file, one of which is the original and should have a file name "present".
►Why do I need Seagate File Recovery Software?
File recovery is the Act of recovering (salvaging) lost files from a computer hard drive or an external storage device. Whether files have been deleted, a drive has been accidently formatted, or a section of the drive has been corrupted/damaged, Seagate file recovery software has the ability to get back most, if not all files that have been lost.
►Does the Seagate File Recovery Software Suite only work on Seagate branded products?
No. Seagate File Recovery Software Suite works with any brand of drive and most storage device types.
►How long does a file recovery take?
There are a few factors that play into how long a file recovery takes. The larger the size of the drive that is being scanned is, the longer it will take. If a drive is damaged or corrupted, it will also add time to the overall recovery process.
►What does it mean when a drive is formatted?
Formatting a drive is the process of preparing a Hard Drive for use. To use a drive, it must first be Formatted (for example: NTFS, FAT32, ExFAT, etc...)
►Can files be recovered from a formatted drive?
Yes, the Seagate File Recovery Software Suite has the capability to recovery files off a drive that has been formatted.
►Can I repair a damaged drive?
If you purchase Seagate’s Technician version, you will have the ability to repair a single bad sector but the drive must be functional. If the your hard drive or storage device is physically damaged, we suggest you send it to our data recovery service lab by submitting a case at: https://seagatewtb.secure.force.com/submit/
►Can I preview found files before I pay for the recovery?
Yes, all versions of the Seagate File Recovery Suite give the user the opportunity to preview all files that have been found before they pay.
►What is the difference between Quick Scan and Advanced scan?
A quick scan will only find files that have been deleted and/or emptied from the recycling bin. We always recommend running a quick scan before running an advanced scan. Advanced Scan does a much more thorough job at scanning a dive. It scans each sector, and has been optimized to file even the smallest files. While the Quick Scan feature is free, you will find many more files by running an advanced scan by paying for a software license.
►Will the recovery also find the names of my files?
If the drive that is being scanned (recovered) has an operating system (OS) installed on it, then yes, the chances are much higher. If there is no OS on the Drive that is being scanned, then the possibility of File name recovery depends on what has happened to the dive to warrant a recovery.
►How long after losing a file do I have to recover it?
As long as the drive has not been fully erased, there really is no time limit. However, continuing to use the drive (such as adding or editing photos, music, documents, etc) that you are wanting to recover files from can overwrite deleted files making them less likely to be recoverable. Also, letting a drive sit without being used does eventually further the damage. As a result, the sooner you recover the lost files, the better your chance of recovering them.
►Does Seagate File Recovery Software Suite recover lost partitions?
If you have lost a partition you will want to scan the full drive, the information that was nested in the lost partition can still be recovered.
►How many times can I use your recovery software?
This depends on which version you have purchased. Document, Picture, Multimedia, and Development versions give you the ability to recover 12 times in one year after the activation, whichever comes first. The Premium version gives you the ability to recover 24 times, and the Technician Version in unlimited.
►How do I know how many recoveries (keys) I have left?
Located in the settings section (bottom left corner, click on the gear image) under license, it shows the user how many uses, you have left. In the Technician version, the number actually shows how many recoveries you have performed to date
►What file type can Seagate File Recovery Software Suite recover?
The following file types can be recovered - bmp,gi, svg, psd, esp, emf, jpg, png, pdf, tiff, pdf, ppt, pptx, doc, docx, xls, xlsx, rtf, outlook, txt, mpp, chm, vsd, mp3, wma, wav, mp4, mov, wmv, 3gp, swf, asf, avi, fla
►What hardware do I need to conduct an external disk recovery?
This depends on the size of the drive you are trying to scan. You will need a USB to SATA adapter to be able to connect the drive to a working computer. If you are trying to recover from a larger desktop hard drive, you will need an adapter with external power.
►How do I contact customer support?