Frequently Asked Questions

GeneralRescue PlansNAS, Surveillance drives + RescueIn-lab recoveryFile Recovery software

Is Seagate's Data Recovery Services just for Seagate's customers?
We provide data recovery services for all storage media types and brands.
What does an in-lab data recovery attempt typically cost?
In-Lab Data Recovery Services are needed when data is lost due to hard drive physical failure. Without a Seagate Service Plan, recovery fees start at $499 and can easily be over $2,000 based on your data loss circumstances.
What will happen to my old hard drive if I send it to you?
As a result of the recovery process, the original drive will typically be rendered inoperable Your damaged drive will be recycled safely and securely in an environmentally responsible manner and will NOT be returned to you.
How long will it take to recover my data or determine whether any data is recoverable?
We will do our best to complete a remote recovery within seven business days. The entire process could take up to fourteen business days (21 calendar days) after we receive your device to send back your recovered data. At any point, if it is determined that the data is unrecoverable, you will be contacted immediately.
Is data always recoverable?
Unfortunately, no. We use our best efforts to recover data through in-lab servicing. In some cases, however, devices may be too badly damaged to recover all of the data. In cases where your data has not been recovered, Seagate will contact you and provide an explanation as to why your data was not recoverable.
What happens if the data is unrecoverable?
In some cases your equipment may have suffered significant damage and your data may not be recoverable. If your data is unrecoverable, you are free to consider other service providers at your own expense. Once we have attempted to recover your data In-Lab, Our obligation to provide one (1) In-Lab Data Recovery attempt is considered fulfilled.
How do I track the progress of my case?
When you submit a in-lab recovery case or make a Rescue claim, you will be assigned a dedicated recovery specialist/case manager who can answer your questions. You will be updated on key milestones via email or text and will also have access to 24/7 online case status tracking at https://seagatewtb.secure.force.com/tracker/
How should I package my media and ship it to the lab?
If you are shipping an internal drive, please make sure to wrap your media in static-free packaging in original (or similar) box that the drive or device arrived in. Do not send us a computer system, only the media device is necessary. Do not send your power supplies and accessories, as they will be disposed of. Please check with your manufacturer’s instructions on how to safely remove the media and how this action potentially affects your product warranty.
I have an encrypted drive. What information do you need to unlock the drive for recovery?
We need the encryption key and type. Below are some common encryption types and their pertaining keyword format:

BitLocker
The Recovery Key/Password looks like 8 groups of digits with 6 digits in each group, for example: 111111-111111-111111-111111-111111-111111-111111-111111. It is stored in a text file that should have been created during the encryption process

SafeGuard
User ID and Password and backup kernel file in *.SVF, *.DAT or *.BAK format

McAfee SafeBoot
Username and password work in some cases (no errors, no logical damage) but we should get the backup or “machine” key in *.SDB (SafeBoot database) format (or the HP backup file.)

McAfee EEtech
Authentication file in *.XML format

PGP
Drive password

Password protected external drives
Username and password and original external enclosure

Seagate FDE drives
Drive password

Pointsec Check Point
Rescue CD image, username and password from 2 administrators

BIOS (ATA) password:
We have workarounds for most user and administrator passwords set in the BIOS, but getting it directly from you helps the lab technicians get to the recovery process faster.
How do I find my recovered files on the external drive you sent me?
For Windows Users
In Windows, finding the "Users" folder is key to locating the important data once a recovery is complete. Searching using Windows Explorer is the simplest way of finding that folder. The “Users” folder contains the "My Pictures", "Desktop", "My Documents", etc folders.

If an External drive was sent in for recovery, it will likely be the same organization style as before the failure occurred. If the recovery did not retain folder structure, searches of files types can be used to locate critical information. Using search flags such as "EXT:" will search for common extensions. (Example: "EXT:.jpg" will search for all jpg files within a directory. Substituting jpg for docx, xlsx, png, etc. for each desired file type.)

For Mac Users
In Mac, the "Users" folder is typically where critical files will be stored, similarly to Windows. Extension searches are a little bit different in Finder. Using the drop down menus to search by "Kind" will display general file types. External drives NOT set up for Time Machine will likely be the in the same organization style as before the failure.

External drives used with Time Machine Back-ups can be very tricky to locate data. Data will be spread throughout the back-up dates. Usually the most recent back-up date will contain the lost information, previous back-ups will contain data that was deleted in the past if those files are needed and cannot be located in the most recent backup. Data will be stored in a folder titled "backups.backupsdb". From there, one must navigate the folders to find the most recent backup and locate the “Users” folder within that back up. Time Machine Recoveries can also show what should be a folder as an inaccessible file. Those files mean that in that current back-up, there were no updates from a previous back-up. In order locate data in these situations, navigate through previous back-ups until the file is located.
Why did I receive my warranty replacement drive without my recovered data on it?
In some cases, you may be entitled to receive 2 drives depending on what type of drive you purchased originally and how you requested the replacement, especially if you originally had an internal drive or NAS device. We want to ensure that you are able to quickly and easily access your recovered data that is returned to you on an external Hard Drive. In this case, your warranty replacement drive will arrive separately from your data recovery drive.
Why is the external drive I receive with my recovered data not equivalent to my failed media?
The media SRS uses to return your recovered media is not part of the product warranty replacement program. If your drive is under warranty and you requested a replacement, you will be sent a separate drive from Seagate’s warranty department. Recovered data will always be returned on an external Seagate drive that best fits all your data.

Terms & Conditions


1) Rescue Service Plan
Seagate® Rescue data recovery service program terms
Seagate® Rescue after-market data recovery plan terms

2) +Rescue
If you purchased a Seagate product that includes + Rescue data recovery service as part of our limited warranty, please review your product warranty information. A Seagate warranty policy can also be viewed at this link Seagate Limited Warranty