I have also posted this in the main support area for Western Digital but copying in here too to share their response. Its unacceptable for WD to expect people to “put up” with loosing all their data and do a format to fix what apparently seems to be buggy software.
I have had this drive for a week now its been working like a dream until this morning. Entered my password (as usual) and it said Password Not Recognised. Yet, I had written it down and been using the same one for over a week. I also did a copy and paste! So assure you definately not a user typing issue.
Fortunately (this time), after a reboot and some praying it worked! First thing I did was then to remove the password feature! A search online revealed other people had lost their data and had encountered same issue, so now I have the password/encryption disabled (not ideal!)
Please advise whether this is a known bug along with Solution, I am nervous about re-enabling given I could be permenantly locked out next time.
Its only right that customers get a proper response to this problem.
Thanks in advance for your help
Here are some orphaned links on this forum with no actual answer given!:
First off make sure that the drive is backed up else where so you have more than one copy. One other thing that can cause problems with passwords is updating firmware. I did not on mine. Unless you have an issue that needs to be fixed if it ain’t broke don’t fixit is often best.
My post above was deleted because it contained the response I received from WD Support? It was put here to add value to the content and to help find a solution … anyhows after reading the forum guidelines:
Nothing to stop me highlighting in my own words the response:
Potential Causes according to support:
Windows Anti-Vorus/Spyware issues interfering with drive
Heavy Security (?? Think they meant strict firewall but dont see how that would be an issue)
Then I was recommended to contact the software vendors for the heavy security before re-enabling the password protection feature.
Im waiting on their response because if their is a known software conflict then surely WD can advise me on the products that have been known to cause this issue? Personally … I suspect it has nothing to do with 3rd party software because the Smartware software is not being blocked in anyway and the fact that OS can run unlock.exe and mount the virtual drive would seem to show this isnt the issue. Also had no issues in my first week with the drive unlocking etc.
Regarding heavy security, I am not running a OS Firewall in anycase, I rely on a hardware firewall (Cisco PIX) device that sits elsewhere on the network.
The drive has been superb up to now and would like to re-enable the password feature but cant afford to loose my data in this way.
Can anyone provide an actual solution here and a list of products that may interfere with the drive password protection feature? [Send it over to the Software Developers they will know for sure].
The reason for purchasing this drive was for “backup”, so not been able to password protect the data and worst being locked out of the device isnt ideal.
