Frequently Asked Questions

Sections: Data Recovery Services | Rescue Plans | Data Recovery Software

Data Recovery Services

Q: Is Seagate's Data Recovery Services just for LaCie or Seagate products?
A: They provide data recovery services for all drive types and brands.
Q: How does Data Recovery Services pricing work?
A: You pay a flat fee per drive. If Seagates recovery team is able to save data from
your hard drive, they subtract the evaluation fee from the total cost of the recovery.
Q: What will happen to my old hard drive if I send it to you?
A: If your data is recoverable, Seagate will return the data to you on a new Seagate
hard drive. Your damaged drive will be recycled safely and securely in an
environmentally responsible manner.
Q: After I pay for an evaluation of my drive(s) and send to Seagate, how can I
keep track of the case status?
A: Seagate keeps you informed of your case status by sending you regular email
updates until the return media is shipped to you. You can also check the status of
your case via the online tracker here.
Q: How do I submit a data recovery request for a multi-drive system?
A: If you have a 2-drive RAID system, you will select RAID 2 for the media type field
on the submission form. If you have a 4-drive RAID system, you will select RAID 4
for the media type field on the submission form, and so on.
Q: What is the media type for a Network Attached System (NAS) on the
submission form?
A: Submit a single drive NAS as a Single HDD (hard disk drive). For a multiple drive
NAS, use RAID+[number] that relates to the number of drives.
Q: If I lost data on one of the RAID drives, why do I have to send in all of the
RAID drives for recovery?
A: In most RAID disk failures, the failure isn't a complete catastrophe and the user
can still easily access data within the RAID. RAID systems are typically used for
speed and/or redundancy of data. As a result, they can sometimes have a
catastrophic failure, such as corruption of the RAID array or multiple disk failure in
which your data isn't accessible. If this type of failure occurs, and you are not able to
see the redundant mirror image of the data within the RAID, something serious has
happened. In this scenario, rebuilding the array with each independent disk included

is the only way possible. For that reason, you will need to send in all of the RAID
drives for recovery.
Q: How should I package my media and ship it to Seagate Recovery Services?
A: If you are shipping an internal drive, please make sure to wrap your media in
static-free packaging.
Please do not send us a computer system; only the media device is necessary.
Please check with your manufacturers instructions on how to safely remove the
media and how this action potentially affects your product warranty.
Also, please do not send your power supplies and accessories as they will be
disposed of.
Q: How do I find my recovered files on the external drive you sent me?
A: For Windows Users: Most files are stored in the Users folder in Windows
Explorer. If an external drive was sent in for recovery, data will likely be the same
organization structure as before the failure occurred. If the recovery did not retain the
folder structure, searches of file types can be used to locate critical information.
Using search flags such as "EXT:" will search for common extensions. (For example:
"EXT:.jpg" will search for all jpg files within a directory. Substitute jpg for docx, xlsx,
png, and so on, for each desired file type.)
For Mac Users: Similar to Windows, critical files are typically stored in the Users
folder. In Finder, use the drop-down menu and search by Kind to display general file
types. External drives that are not set up for Time Machine will likely be the in the
same organization structure as before the failure.
On external drives with Time Machine backups, data is stored by backup date in a
folder labeled backups.backupsdb. Within this folder, locate the Users folder to
search for the data you need. Usually the most recent backup contains the lost data,
or you can look in older backup files.
If the Time Machine Recoveries shows a folder as inaccessible, that means that in
that current backup, there was no new data to backup. In this case, look in an older
backup to find the data you need.
Q: Why did I receive my warranty replacement drive without my recovered data
on it?
A: In some cases, you may be entitled to receive two drives, depending on the type
of drive you originally purchased and how you requested the replacement, especially
if you had an internal drive or NAS device. To ensure that you are able to easily
access your recovered data, your data is returned on an external hard drive, which is

shipped separately from your warranty replacement drive. To check the status of
your recovery case, go here.
SRS Global Contact Information: Please visit here.
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Rescue Plans
Q: What does the Seagate Rescue Plan Cover?
A: The Seagate Rescue Plan provides data recovery services for hard drive failure,
viruses, software issues, and other problems that can cause data loss. Please refer
to the specific terms and conditions and exclusions for your coverage options.
Q: What does a data recovery typically cost?
A: If you do not have a Seagate Rescue Plan, you would need In-Lab Data
Recovery Services. Recovery fees start at $499 and can easily be over $2,000
based on your data loss circumstances.
Q: What is the coverage period of my service plan?
A: Coverage under these service plans begins on the purchase date of the service
plan. The expiration date is determined by adding the number of months of the term
selected to the date purchased.
For example, if you selected a 2 year plan term:
Purchase Date of Service Plan: 2/12/2015
Plan Term: 24 Months
Effective Date of Plan: 2/12/2015
Expiration Date of Plan: 2/11/2017.
*Any repairs covered under the OEM warranty will NOT be covered under the
service plan.
Q: Who should I contact if I need service or need to file a claim?
A: Once you sign up, you will receive a copy of the Service Plan terms and
conditions, which will include instructions on making a claim. You may call the
Seagate Service Plan administrator at 1-888-723-1183. Our recovery specialists will
walk you through the appropriate steps to file a claim. Refer to the terms and
conditions for details.
Q: Can I cancel a Seagate Rescue Plan at any time?
A: Yes. If you cancel within 30 days of purchase, you will receive a full refund of the
purchase price, less any claims processed. After 30 days, the refund amount will be
prorated and reduced by any repair costs, and a 10% administrative fee will be
applied (unless otherwise excluded by state law). Refer to the terms and conditions
for details.

Q: How do I cancel my plan?

A: You can cancel by sending a letter to the Service Plan administrator at:
Administrator
Seagate Technology, LLC
P.O. Box 850
Fairfield, CT 06824
Or you can call the Service Plan administrator at 1-888-723-1183.
Or email: customercare@rescueandreplace.com. If you submit your cancellation
request in writing, please be sure to include your contact number, date of
cancellation, reason for cancellation, and your signature.
Q: What happens if I sell or trade in my product?
A: Your Seagate Service Plan is transferable once during its lifetime. See the terms
and conditions for transfer instructions.
Q: Can I transfer my plan from one unit to another?
A: This plan cannot be transferred to different units. Your service plan is tied to the
serial number of the original purchased device only.
Q: How long will it take to recover my data or determine whether any data is
recoverable?
A: We will do our best to complete a remote recovery within seven business days.
In-lab processing could take up to fourteen business days after we receive your
device to send back your recovered data or let you know why your data is not
recoverable.
Q: How do I check the status of my claim?
A: When you make a claim, you will be assigned a dedicated recovery
specialist/case manager who can answer your questions. You will also have access
to 24/7 online case status tracking.
Q: What can I expect when submitting a data recovery claim?
A: Depending on the type of failure you are experiencing, our data recovery
specialists will evaluate your drive and determine whether your data can be rescued
via our remote data recovery service, or if the drive will need to be sent in for lab
recovery. If in-lab data recovery service is required, typically our recovery technician
will perform the recovery, place your data on the appropriate media, and mail your
recovered data back to you.
Q: Will my device be returned to me if I send it in for in-lab recovery?

A: No. Seagate will not return your original device since it typically will be rendered
inoperable as a result of the recovery attempt. However, we securely dispose of all
customers' original devices.
Q: How will my data be returned to me from an in-lab recovery?
A: Technicians will load your recovered data onto a media storage device (DVD,
USB key, external hard drive, or any other replacement hard disk drive it deems
appropriate) and returned to you.
Your data will be placed on a medium of the same size or of greater capacity as the
drive you sent Seagate Recovery Servies. It will be protected by the remainder of
your manufacturer's warranty or 90 days, whichever is greater. If you send an
internal hard drive, we will likely return your data on an external drive.
Q: Is data always recoverable?
A: Unfortunately, no. We use commercially reasonable efforts to recover data
through remote recovery or in-lab servicing. In some cases, however, devices may
be too badly damaged to recover all of the data. In cases where your data has not
been recovered, Seagate will provide an explanation as to why your data was not
recoverable.
Q: How do I ship my device if in-lab recovery services are recommended?
A: If remote recovery is not possible, the Seagate Recovery Plan covers the cost of
shipping your device to the lab for in-lab servicing. The Recovery Plan will also pay
for return shipping of your recovered data and replacement drive. When you return
the product, you must use the packaging that is provided, original device packaging,
or packaging that provides an equal level of protection to prevent any further
damage to the device. Please note that you will be responsible for any risk of loss of
the device until the lab receives it.
Q: What happens if my device requires in-lab recovery services?
A: Once the lab receives your device, the following steps will be taken:
Recovery Effort. Technicians will attempt to recover your lost data and files.
Return of Recovered Data. For Seagate Rescue Plans, your recovered data
will be loaded on a replacement drive and returned to you. The replacement
drive may be new, refurbished, or in some cases, depending on the amount
of data recovered, a different type of storage media.
Data Unrecoverable. In some cases Your Equipment may have suffered
significant damage and your data may not be recoverable. If your data is
unrecoverable, you are free to consider other service providers at your own

expense. Once we have attempted to recover your data In-Lab, Our

obligation to provide one (1) In-Lab Data Recovery attempt is considered
fulfilled.
Software Installation. You may need to reinstall your software onto your
replacement storage medium. Installation of any software associated with
your drive is your sole responsibility and is not covered under this Service
Plan.

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Data Recovery Software

Q: I use my hard drive on both PC & Mac. Which version of the software
should I purchase?
A: You will get the best recovery results by using the software version that is
compatible with the computer operating system you originally used to set up the
drive. For example, NTFS for PC, or HFS / HFS+ for Mac. If the drive has any type of
FAT format, select the software version for the OS the drive was mostly used on.
Q: I purchased the software but still have not received the registration key.
A: Your confirmation email will contain the registration key, which will be located at
the bottom and labeled as serial number.
Q: I get an error message that states that the registration key is invalid.
A: Make sure to copy and paste the serial number in the registration key field exactly
as provided with no additional spaces.
Q: (PC) I'm unable to launch the software using the shortcut on my desktop.
A: If you receive an error message, "Error starting application. Please reinstall File
Recovery for Windows", there is a workaround. You will need to know whether you
have a 32- or 64-bit system in order to complete this process. You can find the
system bit by accessing your "My Computer" or "Computer" properties section. Next,
complete the following steps:
1. Double click "Computer".
2. Click on the C: drive or your primary internal HDD.

3. Next, click on the "Programs Files (x86)" in Windows 7 or Program Files in

Windows XP & Vista.
4. Scroll down to locate the "Seagate File Recovery for Windows" folder, and
then double-click to open.
5. Click the Frw32.exe or Frw64.exe to open and run the software. You may
need to follow these steps to open the software from this point on.
Q: (Mac) I'm unable to launch the software from the icon on my Dock or from
the application menu.
A: If you are unable to open or launch the software on your Mac, follow these steps:
1. Drag the software to the trash can.
2. Empty the trash can.
3. Reboot the computer.
4. When your computer boots back up and the OS is completely loaded, ensure
that you have the proper system requirements to run the software. System
requirements for full support are listed below:

An Intel, PowerPC G5, or PowerPC G4 processor

Administrator's rights to run the program

At least 512 MB of RAM, a mouse, and enough disk space for

recovered files, image files, etc.

Mac OS X 10.4 or later

2. Try downloading the software again.

3. If you are still unable to open the software, try creating a new user account.
See these Apple Support articles for
assistance: http://support.apple.com/kb/PH6651; or
http://support.apple.com/kb/PH4600
4. Once you log on to your computer with the new user account, the software
will be available for launch from the Finder or the dock. After completing your
recovery of your data, consider deleting the new user account that you just

created. See this Apple Support article for

instructions:http://support.apple.com/kb/PH3867
Q: I recently downloaded the software from seagate.com, but my previously
purchased registration key does not work.
A: Email support for assistance.
Q: I recently reinstalled my operating system (or purchased a new computer)
and need to the software sent to me again.
A: Email support for assistance.
Q: Does the software get automatic updates?
A: At this time the software does not receive updates. Please remember to keep a
copy of your software.exe and registration key in a second location.