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Home > Support > FAQs |
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Frequently Asked Questions |
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Listed below are answers to frequently asked questions. If you don't find an answer to your question, please contact a technical support representative. |
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Frequently Asked Questions |
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Answers to Frequently Asked Questions
Does the higher capacity drives require more power?
Yes, higher capacity drives require more power from USB ports. However, the difference between 40GB DataStor and 120GB DataStor is minimal. While the difference between a 20GB DataStor Mini and 100GB DataStor PRO series is a bigger gap in power requirement.
Why doesn't my USB 2.0 DataStor work with my USB 2.0 port?
It is likely that you are facing a power issue. Please try using the drive with the "SPC" (supplemental power cable) as indicated in your user's manual.
Where can I check the status of my rebate?
Please go to: www.rebate-online.com or call 1-800-239-0978 Thank you.
Can I use my DataStor as a primary hard drive or secondary hard drive?
Yes you can.
Be sure to backup (duplicate copies of) your data if you should do this. Because the POCKETEC hard drives are small and portable, accidents happen which may jepordize your data. I.e. it's stolen, lost, dropped, submerged in water, and other such unfortunate events.
It's always a good idea to have a copy of your data and an even better idea to have two or more copies of your data.
Does POCKETEC do data recovery work on other hard drives?
Yes! At POCKETEC we know how important your data is and we know accidents happen! Even if it's not a POCKETEC brand hard drive, we do offer our level 1 data recovery services at the same rate. To determine if your hard drive qaulifies for a level 1 data recovery with FREE analysis call or email our technical support team.
Does POCKETEC offer any data recovery?
Yes, we do. Level 1 data recovery services are available. There is an additional fee because the warranty does not cover data. Service fee starts at $150.00 with free analysis. Call our technical support or email them to see if your hard drive will qualify.
What are I/O Device Errors?
I/O Device Errors are input and output errors. It generally causes the computer to slow down considerably while a device that is generating these errors is connected.
Unfortunately, there is no hopes of repairing a hard drive with these errors and the hard drive will need to be replaced. For a return for service RMA#, please contact our technical support team. Support@pocketec.net If data recovery is needed, please let our support team know.
What is level 1 data recovery?
Level 1 data recovery is for hard drives that has been formatted by accident, has corrupted partition tables, missing file systems, and other like accidents that normally would not be accessible.
How do I update my drivers or perform a clean installation? (Windows Users)
To upgrade your drivers (or for a clean installation), read the following carefully:
->For POCKETEC USB 2.0: http://www.pocketec.net/downloads/TPPINST_5_04.EXE or for advanced users http://www.pocketec.net/downloads/windows-5.1.zip
->For POCKETEC USB 1.1 MADE IN THAILAND: http://www.pocketec.net/downloads/windows-5.1.zip
->For POCKETEC USB 1.1 MADE IN KOREA: http://www.pocketec.net/downloads/windows-5.0.4.zip
->After you have selected the link, Save file to disk (i.e. Desktop) or somewhere easily found. If you saved it and cannot find it, you may search for the file using your "search" program. Before going on make sure to do the following: 1. Turn your Pocketec unit off. 2. Uninstall the drivers you have previously installed (if you haven't installed any move on) 3. Unzip the file to a folder (to creat a new folder, right-click in an empty space and select "new folder" you can rename it or leave it as "new folder") 4. Restart your computer.
->When your computer has restarted, plug in the Pocketec unit. If the Pocketec unit has been detected and Windows starts a "Device Installer Wizard" follow the directions. When it asks you to either search for drivers [recommended] or list drivers available. Select search for drivers. When the new window appears, click on "Browse" and look for the folder where you have unzipped the files. When you have found them select "open" or "ok" After you have installed the drivers. Restart your computer. When you've restarted, the drive should appear in your "My Computer" window.
->If you downloaded the “TPPINST_5_04.EXE” program do the following:
1. Turn off the Pocketec unit
2. Double-click the “TPPINST_5_04.EXE” icon
3. Let the file self-extract
4. When the window appears there will be 3 choices, select “Remove” (if there is no “Remove” go to step 8)
5. Select “OK”
6. Restart your computer after the drivers have been uninstalled.
7. When your computer has restarted, double-click the “TPPINST_5_04.EXE” icon again
8. This time select “INSTALL”
9. Select “OK”
10. After the drivers are installed, restart your computer.
11. Your drive should now appear in the “My Computer” window
What should I do when my computer tells me "This device cannot start. (code 10)" ?
Generally the MicroSoft (code 10) error is related to one of two things:
1. The DataStor is not receiving enough power.
2. The DataStor has a failed hardware component.
To trouble shoot this error message, here are a few things you can try:
1A. Make sure the DataStor is plugged into a HIGH POWERED USB port on the computer. DO NOT CONNECT IT TO A KEYBOARD, EXTENSION CABLE, OR OTHER NON-POWERED USB PORT.
1B. Try using the USB Power Cable or Supplemental Power Cable that was provided with your DataStor. Note: This cable is NOT a power adapter that connects to a wall.
1C. Try using the DataStor on a different type of computer. I.e. if you're using it with a laptop, try it with a desktop.
1D. Try using a different USB cable if you have one available.
If you are still receiving the code 10 error, please contact Technical support to obtain a RMA# for a return for service.
support@pocketec.net
Why can't I safely remove (eject) my Pocketec unit?
If you are accessing any files or programs on your Pocketec unit while trying to safely remove your drive you must close those files/programs in order to safely remove your Pocketec unit.
If you have any anti-virus software on auto-protect mode, please disable that feature while safely removing your Pocketec unit.
The problem still presists, please wait about 2-3 minutes then try again.
Why can't the DataStor work with Windows 95?
Windows 95 does not offer enough USB MASS STORAGE COMPLIANT support in order for USB hard drives to work on Windows 95.
Why do I get a "Disk Write Error"?
If you're getting a Disk Write Error, run a scan disk or another disk utility program on your main drive. Be sure to run a thorough scan disk and fix any errors automatically.
Why do I get a Keybugcheck Error?
You may get a Keybugcheck Error if you leave your computer and your DataStor® on for long periods of time without use. This occurs because your computer will go into hibernation or sleep mode and when it "wakes up", it has trouble reconnecting to the DataStor. One solution is to turn your DataStor® off when not in use for long periods of time. Another solution is to go to your computer's "Control Panel" and click on the "Power Management" icon. Adjust the settings for "Standby Mode" into "Never".
Why do I get an error code 43 in the blue screen of death? (Windows)
You're probably getting this error because there is a driver conflict with your DataStor drivers and the USB controller drivers. If you get this message, restart your computer with the DataStor drive on and plugged into your computer. When your computer boots up, uninstall any DataStor drivers on your computer and uninstall your current USB controller drivers. After you've uninstalled the drivers, restart your computer. While your computer is restarting, turn your Pockey drive off. After you computer has restarted, reinstall your USB controller drivers. Then reinstall your DataStor drivers (if needed). This should get your computer to recognize the drive and mount it properly.
Why do I get the message "A Hi-Speed USB Device, Plugged Into a Non Hi-Speed Port"?
All this message is saying is that you have plugged a USB 2.0 device into a USB 1.1 port. This message only occur's in Windows XP. This will not prevent the drive from working properly. The drive will work but at a lower speed. Mainly transfers and streams to/from the DataStor.
Why does my DataStor eject when my computer goes into hibernation?
The DataStor ejects because the DataStor doesn't hibernate.
Why does my Windows (ME, 2000 and XP) ask me to install the drivers for the DataStor?
If you're getting this message, it is because your Windows was not properly installed and does not have the default plug and play software it needs to "plug-n-play" the DataStor. You'll need to either reinstall your Windows or install the drivers for the DataStor.
Why don't I get the safe removal icon in Windows ME, 2000 and XP?
If you want the safe removal icon, you can install the drivers that come on the cd with your DataStor or you can use the eject hardware icon which does the exact same thing, just named differently.
Why is there a tray icon but no drive letter?
If you get a tray icon but no drive letter, you are already half-way through the installation. Try opening My Computer and refreshing the screen a couple of times. If this does not solve the problem, try using your SPC as directed in the user's manual.
How do I un-install the driver on Mac OS X?
To uninstall the driver for the DataStor USB 2.0 on MAC OS X, do the following:
1) open Applications/Utilities/Terminal
2) in the shell window, type--> cd /system/library/extensions
3) in the shell window, type--> sudo rm -rf com_cy_driver_USB_Device.kext
4) Enter the administrator password (if none, just hit the enter or return key)
5) in the shell window, type --> exit
6) reboot your computer
Why do I get an error code 50? (MAC users)
If you're getting an error code 50 while transfering files, you'll need to either rename any files that contain the following characters, :;/\ and | or you can zip the files and then transfer them to your DataStor.
Why doesn't Windows® NT work with the DataStor?
Windows® NT does not have USB support. Because the DataStor® is connected only through the USB, DataStor® will not work in a Windows® NT environment.
How do I get Linux to recognize my DataStor
First of all, you must be running linux kernel 2.4 or above. Only these kernels have built-in support for USB mass storage devices. Also, you must be logged on as root or have executed the su ("superuser") command before continuing.
After connecting your DataStor to your computer, turn the DataStor on. The linux system should recognize your DataStor and assign it as a scsi device. The specific device assignment for your Pockey will vary but it should be similar to: /dev/sda1 or /dev/sda2, for example.
Next, open the file: /etc/fstab and add the following line:
/dev/sda1 /mnt/DataStor vfat noauto,user 0 0
(The above assumes that your DataStor device was assigned to /dev/sda1 and that you want the DataStor to appear in the /mnt/DataStor directory of your directory tree. Please enter the device assignment appropriate for your system. You may change the /mnt/DataStor entry to your desired mount point.)
Finally, to mount the DataStor , type the following command:
mount /mnt/DataStor
(The /mnt/DataStor entry should be the same as whatever you entered in the fstab file earlier.)
After you have mounted the drive , the contents of the drive can then be read/written by referring to /mnt/pockey as the drive's
root directory.
It is *very* important to unmount the drive before turning it off,
otherwise you may lose your most recent writes, as Linux seems to buffer a lot of information between writes with this device:
umount /mnt/DataStor
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Alternative method
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Simply type the mount command as follows:
mount -t vfat /dev/sda1 /mnt/DataStor
The key points here are that the drive type is vfat (Windows/DOS format rather than Linux), the device node is /dev/sda1 (or whatever device has been assigned by your system), and the mount point is /mnt/pockey (or whatever your preferred mount point).
As stated above, be sure to unmount the DataStor before shutting down or disconnecting the drive.
Note: We'd like to thank our customer Andreas Kaempf for submitting this information to our support staff.
How do I use the DOS driver with a boot floppy?
[contributed by Allan Whitehead, a savvy customer]
I went over the DOS USB boot-disk procedure from start to finish to hopefully put together a simple guide to help people setup a similar disk of their own. The steps are pretty simple though so I tried to think where people would be having trouble and came up with a few items that people might be overlooking.
First off, some caveats and other notes:
Since you're booting off a diskette, whatever operating system you load with the disk has to able to read the file system on both the DataStor and your normal Hard Drive. We use a Windows98 Boot Disk which means that Windows NT, Windows 2000, and Windows XP systems formatted with the NTFS file system CANNOT be read. The drives MUST be formatted with either FAT16 or FAT32 if a Windows98 Boot Disk is used. If an older Boot Disk is used, FAT32 drives may not be accessible. Without some other software it is impossible to access NTFS drives with a Windows 98 Boot Disk. I have heard such software exists, but I have never used it and don't know who makes it.
I have noticed that some problems can be avoided if the Pockey is left turned off during the boot-up process and then turned on after boot-up is complete. The USB driver will recognize the Pockey as soon as it is turned on and will assign a drive letter.
Some systems just seem to be incompatible for some unknown reason. It may be that they use a USB controller chip that is incompatible or something. We have had the best success with Dell and Micron systems, but even then some units don't seem to work with the USB DOS driver and will hang at boot-up and never boot properly. The majority however do work properly.
I guess it's so obvious it might be offensive to mention, but I guess it should be stated. This method only provides DOS level access to the DataStor. You will have no graphical interface to work with unless you launch some DOS file manager program. If you aren't familiar with working with files at a DOS level, this method is probably not for you.
These steps assume you know how to create a config.sys file using notepad or some other text editor and that you have some basic skills with Windows, DOS, etc.
I have never tried this USB DOS driver with a USB 2.0 controller; I have no idea if it would work. Every computer we use this on is a USB 1.1 controller.
Some older DataStor drives seem to be completely incompatible with this driver, the newer Pockeys seem to all work fine though, assuming the computer has no problems.
Steps to setup disk:
1. Create a boot disk. This is done easily in Windows98 under Control Panel, Add/Remove Programs.
2. Delete any Config.sys and Autoexec.bat file that exists on the diskette (in WinXP and maybe other operating systems you have to turn off the "Hide Protected Operating system Files" option in order to view or change the autoexec.bat and config.sys files).
3. Copy the duce.exe file that you downloaded from the www.pocketec.net website to the root of the diskette.
4. Create a new config.sys in the root of the diskette with the line "device=a:\duse.exe"
5. Connect your DataStor to the USB port
6. With the DataStor turned off, boot the computer with the diskette in the drive.
7. When boot is finished, turn on the DataStor. Pay attention to the pop-up to see what drive letter was assigned to the DataStor.
8. Go to work copying files or launch the DOS program you are interested in.
Pretty simple really,
Allan
Can I install applications onto the DataStor?
Yes you can install applications onto the DataStor. When you're installing the application, just choose the DataStor as the destination for the application to be installed. It may require you to type in the destination. The destination should look somewhat like so: E:/Applications/ or F:/Programs/ depending on what your DataStor's drive letter is and what folder, if any, to install to.
Can I trade in my POCKETEC drive and upgrade to a larger capacity?
Unfortunately, you cannot do this.
Can I use a USB Hub? (Powered vs. Non-Powered Hubs)
Yes, but ONLY if it's a Powered USB hub.
Note: Some powered USB hubs run at different voltages. Please make sure it is running at least on a 5Volt system. If it is running any lower or is a bus powered USB hub, it may have difficulties.
Do airport scanners and x-rays affect the DataStor?
Airport scanner and Xrays do not affect the DataStor.
Does the DataStor have moving parts?
Yes the DataStor (and family) drives have moving parts. Please be sure to handle the drive carefully and follow the "Care and Handling" portion of the user's manual.
Note: Mishandling the unit will void the warranty.
Does the DataStor work with Pocket Pc's?
No. The operating system on Pocket PC's is not yet supported.
Does the warranty cover the data on the drive?
The warranty does not cover the data on the drive. If you have valuable information on the POCKETEC that cannot be replaced, please have an additional back-up of that information on another drive or disk.
Any data recovery service is a charged service and is not garaunteed.
How do I format my DataStor ?
You can format your DataStor by using the Disk Management Utility (Windows 2000+). Be sure to do a clean format, i.e. delete partition, create partion, format. (Please do not format your drive by right-clicking and selecting format unless you have no choice).
For MAC users, you will need to get to a system with OS X and use the disk utility to initialize the drive. If you have OS 9 and want to use it with OS X as well, first format in OS X and then format in OS 9. Please use HFS and not HFS+ as it will ask you to initialize the disk when taken to a different OS. Same goes for OS 8.6
How do I use my DataStor?
The DataStor can be used for different purposes. Mainly, the DataStor is used for storing data. There are many different ways to store your data onto your DataStor; drag and drop, copy and paste, back up programs and drive imaging programs, just to name some.
Drag and drop:
To use drag and drop, it's fairly simple. You select a file(s) and you drag it over to the DataStor icon and you release your mouse button and it copies the selected files to your DataStor. You cannot drag your main drive (normally lettered C:) and drop it into the DataStor drive if your combined data on the drive is larger than 4GB.
Copy and Paste:
Copying your data and pasting your data into the DataStor is much like copying a sentence in your word processor and pasting it somewhere else. This can be done by selecting or highlighting the desired file(s) and right-clicking, then select copy. Afterwards, go into your DataStor drive and right-click in the window and select paste.
Back-up Programs:
You can use a back-up program such as Windows Back-up utility to select the file(s) and/or folder(s) and by selecting the desitination of which to back-up the file(s) and/or folder(s) to. It will then transfer the file(s) and/or folder(s) to the DataStor. Also, it will create a restore file, so that incase your hard drive crashes, you can restore your files back onto your computer.
Drive Imaging:
Drive Imaging will require you to know DOS (most of the time) and require you to have a 3rd party software, like Symantec Norton Ghost. It creates an image of your drive(s) and copies them to the DataStor.
You can store your data many different ways. Some people prefer to back up there entire drive including programs and the operating system. Others like to only back up there important files like music, videos, pictures and documents.
Is the DataStor USB 2.0 compatible with USB 1.1 ports?
The DataStor USB 2.0 is fully-backwards compatible with USB 1.1 ports. Meaning, it works with USB 1.1 and USB 2.0.
Is the warranty void if I purchase a used POCKETEC drive?
Yes, any used drives purchases and open box item purchases fall in this category.
What are the system requirements for the POCKETEC Datastor?
- Microsoft Windows 98SE/2000/Me/XP
- Macintosh OS 9.2+
- Linux Kernel 2.4+
- Available USB Port (To achieve USB 2.0 speeds, your computer must be USB 2.0 enabled)
- CD-ROM Drive for driver installation or internet connection for driver installation download (driver not required for Windows 2000/Me/XP and Mac OS 10.1, driver required for Windows 98SE/ME and Mac OS 9.2 to 10.1.x)
Why does my hard drive properties show that my hard drive has less space than what I bought?
Hard drive space is calculated where 1 GB = 1,000,000,000 bytes. MS-DOS, however, calculates 1 GB = 1,024,000,000 bytes. The difference between the two calcuations results in the seeming shortfall.
Why doesn't my computer see the DataStor when I turn the drive on?
With some computers it may take a while for the port to enumerate the device that has been plugged in. Please wait 1-2 minutes before turning the Pocketec drive on.
Or you may need to use a different USB port. If problems still persist please contact our support team: support@pocketec.net
Why doesn't my computer see the DataStor?
Try the following steps:
Make sure you have installed the software drivers (see the CD that came with your Pockey or download them from our website).
Make sure the USB cable is connected properly and securely to your computer and the DataStor®.
Make sure the DataStor Switch on the DataStor® is ON.
Connect the DataStor® directly into the USB port of the computer and not in the USB port on the keyboard or monitor. USB ports on keyboards and monitors do not provide enough power to run the DataStor. If you suspect that the DataStor is not receiving enough power, use the "supplemental power cable" that came with your Pockey (please see the manual for directions).
Connect the DataStor® USB cable to a different port.
Why doesn't my DataStor work on my docking station?
Most docking stations will split the USB power into 2 different ports. This will make it so that the Pockey doesn't get enough power. You may want to purchase a USB powered hub that connects to your docking station, so that you can use the DataStor on the docking station. (Note: not all docking stations have this problem).
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