Can you please update the firmware on the WD HDD?
Go to the WD website, download the Firmware update utility. Connect the drive to said computer and update the firmware. ‘Force’ an update if you have to.
I tried this a few weeks ago buy couldn’t find a utility on their website that would work with this drive model. I’ll double check again tonight and hopefully find a way to update it.
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Give these two links a try, I’d tried the Universal Firmware Updater first. Many individuals have fixed their HDD disconnect issues with a firmware update.
Universal Firmware Updater:
http://www.wdc.com/wdproducts/wdsmartwareupdate/firmware.asp?id=wdfMyPassport&os=WIN
WD SmartWare for Windows:
http://www.wdc.com/wdproducts/wdsmartwareupdate/
I just ran the Firmware Updater from the first link. It said that the drive firmware was up-to-date at v1.065 but I did the update anyways. Doesn’t seem like it should make a difference, but I’ll give it a go and see what happens. Thanks for the links and info…I hope it solves this problem!
What is the S/N suffix number on disk drive. Refer to my March 12th post. I’ve only seen the problem on a S/N suffix of “-03”. My second tablo uses a element drive with a suffix of “-04” and has never had a problem. There are also suffix numbers of “-05”. But I’ve never used one.
When using the tablo web app the setting tab has the disk info. It also contains the firmware version. My “-03” drive shows up as:
WD Elements 10A8 1049
But as the WD release notes state for firmware 1.065:
Fixes an issue where the drive is not mounted after the computer exits sleep mode for some users.
My device is listed as WD Element 1078 1065. I’ve not had the problem happen again yet, but like I said earlier the drive was already at the version that I “updated” it to. We’ll see…
That was my experience when I upgraded my drive, but forcing the firmware resolved my original disconnects.
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I have the -05 drive and hit this issue for the first time last night. And yes, I’m on the 2.2.2 upgrade. Followed the steps above to download the drive firmware update, no problem.
But now, 24 hours later, it’s back. No hard drive till I unplug/replug my drive.
Have you tried
- Unplug the router
- unplug the Tablo
wait 30 seconds
Plug the router back in
wait 30 seconds
Plug the Tablo Back in
Hopefully that will do it.
Hope there won’t be a next time, but if there is, I’ll give this a try and report back.
Hopefully this isn’t the old disconnect problem of the -03 drive showing up on the -05 drive. My -04 drive never had the problem and my -03 drive never had the problem after a firmware upgrade.
I have a brand new in the box -05 drive I bought at frys when it was on sale and I’ll keep my fingers crossed that it’s not specific to the -05 drive.
Our support team is happy to check this out for you. Just place a ticket: http://support.tablotv.com/hc/en-us/requests/new
It appears that the hard drive firmware update did not address the issue. After watching two recorded shows tonight, I started another one and within 2 minutes the playback stopped and I got the error message. Checked the tablo app on my phone and saw the “no hard drive” status again…
I first attempted to unplug and replug in the drive, but that didn’t fix it. I then used the reset button on the back of the tablo, but even after that the drive did not show up. Finally, after pulling the power cable and reinstalling it the drive came back and the tablo is usable again. Very frustrating…I will be opening a support ticket and hope this can be resolved quickly.
If anyone has other thoughts, please let me know. Thanks.
Open a ticket, they will need to know all your info, especially the hard drive info
I opened a ticket on 9/9. On 9/11 I received an update from support telling me that they checked my device and the hard drive was showing as connected.
I responded and said “Yes, I know the hard drive is working right now. After it happened last, I tried the blue reset button but that did not work. I had to pull power to the tablo. I opened the ticket so the intermittent issue could be debugged. I want to know why the tablo intermittently stops working with the hard drive and what is being done to fix it permanently. Thanks.”
Today I received an email update that said my ticket was closed with a status that said, “Enjoy your Tablo! Don’t hesitate to contact me if you have any other issues or concerns.”
Am I the only one still having these intermittent drive disconnect issues? I am using a recommended drive (WD 1TB WD Elements Portable USB 3.0 Hard Drive Storage (WDBUZG0010BBK-NESN)) and have forced the firmware update as recommended. Does anyone know what might be going on to address this instability longer term in a future release? Thanks.
You can re-open the ticket. I would suggest re-open when it happens so they can see it then
Yes, I understand that and will do so, if possible. Unfortunately, its not always practical given that means the device is down and unusable for days. I guess I was hoping there were some trace logs that could be analyzed after the fact.
I would hope so too, but you can call them and get them on the ticket right away. At least they can pull the logs and then you could restart to get you back up and running
This problem happened three times within an hour tonight. David asked me to put the tablo in remote access mode which ive now done. I’m really hoping they will find and do something about this, it’s definitely gotten worse recently.
I take it you have swapped out your USB cable to confirm that is not the problem? I also take it that you get this issue no matter which USB port on the Tablo you use?