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WD Drive Knowledge Base
Frequently Asked Questions

1. What happens to the data on the drive sent in for an RMA and can it be retrieved a. Customer confidentiality is a priority to Western Digital. When a drive is received at our facility, it is put through a rigorous testing process for analysis. During this process, all data on the drive is completely erased, and therefore irrecoverable. b. Consequently, if you need to recover the data on the drive, you must do so before returning the drive to us. As was stated in the above paragraph, once we receive the drive, all data is completely erased and irrecoverable. If you need data recovery, please click on the link below for a list of WD data recovery partners. Once they recover your data, you can then send the drive in for replacement. c. Answer ID 70: Can I recover data on my drive, obtain a circuit board, repair my drive, or find a list of WD data recovery partners?.

2. How to reset a WD My Cloud, Mirror, EX2, or EX4 Personal Cloud drive d. WD My Cloud i. With the device powered on, please insert a paperclip or narrow tipped pen into the Reset button slot on the back of the device, which is located right above the USB port of the unit.

ii. Press and hold down the Reset button for four seconds. When the button is released, the device will reboot. This process may take up to three minutes to complete.

e. Performing a System Restore through the Reset button iii. The Reset button may also be used to perform a System Restore on the device. At the same time as the power is plugged to the WD My Cloud device, pressing the Reset button and holding it for about 40 seconds, will make the device to go through a System Restore instead of a Reset. This System Restore will not cause data loss, and all Private Shares will become Public Shares. For more information on System Restore, please see 1. Answer ID 10433: How to restore a WD My Cloud, Mirror, EX2, or EX4 Personal Cloud drive to factory default settings.

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