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Alert: External Drive Issues

Alert Details

The system is encountering a problem with the external drive. Review the steps in this article to address this issue. 

Possible Event Code Triggers

• External Drive Missing (EDM) 
• External Drive Format Failed (EDF) 
• 255 (not currently in use) 
• Possible Faulty External Drive (254) 
• External Drive Not Responding (274) 

You can find the triggering event code and when it occurred by viewing the System Messages on the Status page for this installation. System Messages are indicated with an * next to the Status.

Troubleshooting

Remote Troubleshooting

• • Updating to the latest firmware can improve system behaviour. Contact our Support Team to update the firmware remotely. 
  • Format the external drive remotely. This will clear all photos from the external drive.  
    • • To format the external drive, go to your installation’s Config page and under Advanced settings, choose On next connection, format SSD (Tempo) or Format external drive (Mach II) and then Save file handling settings/Save.

On-Site Troubleshooting

• • Try formatting the external drive on-site 
    • • If the images need to be retrieved, disconnect the external drive from the system, connect to a laptop with a Micro USB cable, and copy the images across.  
      • The external drive can be formatted by turning the system to Setup mode, then push in the Advanced Options dial, then rotate the dial to the Format External Drive option, push the dial in to select, turn the dial to yes and push the dial in to confirm. A message indicating the format was successful should appear. 
      • The external drive can also be formatted when connected to a computer. Use exFAT format type.  
    • Try connecting the external drive to a laptop. If it is not being detected by a computer, then the external drive will need to be replaced. If there are critical photos on the drive, you may wish to consult a data recovery service to inspect the drive. 
    • Check that the external drive is connected to the system. Use the setup menu to format the external drive. If that is successful, the drive is being detected.
      
    • Try connecting the external drive to a different USB port on the controller (you may need to use your own microUSB cable to do this). Then select “Format External Drive” from the setup menu and check if formatting is successful. If the external drive is detected when connected to a different USB port but not when inserted into the SSD bay, then either the SSD bay USB cable is faulty, or the plug is not aligned correctly.  
      • • To re-align the SSD bay plug:
          • 1. Remove the carriage from the housing  
            2. Unplug all cables from the controller 
            3. Remove the camera and the plate it is mounted to from the carriage  
            4. Remove the controller from the carriage 
            5. Remove the screw that is holding the SSD bay lid in place 
            6. With the lid removed, connect the SSD to the USB cable in the bay 
            7. To check that this resolves the issue, reconnect the controller to the carriage, then the battery, and then the SSD USB cable 
            8. Turn the controller on and check the OLED to see if it displays ‘SSD’ 
            9. If it does, re-screw the SSD bay lid on, while the SSD is still inserted. This will fix the alignment issue 
            10. Reconnect the camera and all the wires and reinsert the carriage into the housing and use as normal
          • If the realignment does not resolve the issue, then the SSD bay will need to be replaced. Please contact Support for this.

Lodge a Support Ticket

If this article did not resolve your issue, please lodge a Support ticket.