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10
Troubleshooting
This chapter includes the following topics:
Installing, Partitioning, and Formatting the Drive
Frequently Asked Questions
If you have problems installing or using this product, refer to this troubleshooting
section or visit our support website at
knowledge base for more help.
Installing, Partitioning, and Formatting the Drive
How to
▪ Partition, and format a WD drive on Windows
(10, 8, 7) and Mac OS X
▪ Convert a Mac OS X GPT partition to an NTFS
partition in Windows 7
▪ Download software, utilities, firmware
updates, and drivers for WD products (from
the Downloads Library)
▪ Format a WD external hard drive in exFAT or
FAT32*
*The FAT32 file system has a maximum individual file size of 4 GB and cannot create partitions larger
than 32 GB in Windows. To create partitions larger than 32 GB in FAT32 when reformatting the drive,
download the External USB/FireWire FAT32 Formatting Utility from
downloads.aspx?p=34. Windows users can avoid these size limitations by formatting the drive to
exFAT.
For further details, see:
▪ Answer ID 291 at
▪ Article IDs 314463 and # 184006 at
▪ The appropriate third-party software documentation or support organization
Frequently Asked Questions
Why is the drive not recognized under My
Computer or on the computer desktop?
™
My Passport
User Manual
http:/ /support.wdc.com
http:/ /support.wdc.com
https:/ /support.microsoft.com
and search our
Knowledge Base Answer ID
3865
3647
7
291
http:/ /support.wdc.com/
If your system has a USB 3.1, USB 3.0 or USB 2.0
PCI adapter card, be sure that its drivers are
installed before connecting your WD USB 3.1
external storage product. The drive is not
recognized correctly unless USB 3.1, USB 3.0 or
USB 2.0 root hub and host controller drivers are
installed. Contact the adapter card manufacturer
for installation procedures.
Troubleshooting
30
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