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OWC Mercury Elite-AL Pro
Chapter 6 - Customer Service
6 CUSTOMER SERVICE
6.1 Before Contacting Customer Service
•Read this manual and review Chapter 4: Troubleshooting & Tips.
•Try to confirm the problem is with the hard drive. If you have a second computer,
move the enclosure to that system and verify that the solution does not function with
that machine.
•Visit our tech center for more support suggestions, including FAQs.
http://eshop.macsales.com/tech_center/index.cfm
If you still need support, please have the following available to you:
• The serial number of the enclosure
• Your invoice number
• What operating system you are using
• Which kind and model of computer you are using
All of this will help speed your support contact along.
6.2 Support Hours Of Operation
8AM - 8PM CST Monday - Friday
9AM - 4PM CST Saturday
By Telephone - (800) 275-4576 (North America only)
International customers please call (815) 338-8685
Live Chat is available 24 hours a day, 7 days a week . Visit:
http://eshop.macsales.com for more information.
Or, you can email. Submit your email at
http://eshop.macsales.com/Service/Tech.cfm
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Do you have a question about the OWC Mercury Elite Pro and is the answer not in the manual?
Questions and answers
I have pulled out my OWC Mercury Elite-AL Pro from storage and when I try to connect it to my new M4 Macbook Pro via USB it is not recognized at all.
If your OWC Mercury Elite Pro is not recognized by your M4 MacBook Pro when connected via USB, consider the following troubleshooting steps:
1. Check Cables and Ports – Ensure all cables are securely connected. Try using a different USB cable or port to rule out connection issues.
2. USB Compatibility – The OWC Mercury Elite Pro Quad supports USB-C and includes a USB-C to USB-A cable for compatibility with older machines. Verify that your MacBook Pro supports the connection type being used.
3. Disk Utility Check – Open macOS Disk Utility to see if the drive is detected. If it appears but is not accessible, try using Repair Disk and Repair Permissions in Disk First Aid.
4. Formatting Issues – The drive may be formatted using a partition scheme incompatible with your Mac. If necessary, reformat it using Mac OS Extended (Journaled) or APFS in Disk Utility.
5. Power and LED Indicators – Check if the drive's LED indicator lights up when connected, which confirms power and activity.
6. Try Another Computer – Connect the drive to another Mac or Windows PC to determine if the issue is specific to your MacBook.
7. Software Conflicts – If using RAID configurations, ensure that required drivers or software (such as SoftRAID) are installed and compatible with macOS.
8. Firmware or macOS Updates – Ensure your MacBook Pro is running the latest macOS version, as updates may improve hardware compatibility.
If the drive is still not recognized after these steps, contact OWC Technical Support for further assistance.
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