G-drive Q unmounting/corrupting files
by Barbara McManus
on
Aug 13, 2009 at 9:06:07 pm
I have a new G-drive Q 1T used on a Windows Vista 32bit system; I have all my image files on this drive and have connected it to my internal drive via a mount point. I first connected the drive to my computer via firewire, but after working well for about 2 weeks it began freezing up Photoshop when I tried to save files. Then it started to unmount randomly. Yesterday I switched to a USB2 connection and that worked well for a day, but today the problem has returned. I had to restart my computer to see the files after it unmounted, but now when I try to open a file Photoshop tells me it cannot be found or that the format is truncated so it cannot be opened. Luckily I have all my image files backed up on another external drive, but this is very distressing behavior for a brand new drive that cost me over $250.
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 14, 2009 at 7:50:53 pm
Hi Barbara,
I'm sorry to hear that you are having problems with your drive. It sounds like you may have a bad controller board, so you'll need to send it in for repair. You can go to our website and fill out the RMA request form here: http://g-technology.com/Support/Support.cfm?Loc=Contact. Mention this thread and put my name in the case and we'll get you taken care of.
Re: G-drive Q unmounting/corrupting files by Barbara McManus on Aug 14, 2009 at 8:48:19 pm
Thanks very much, Gene. I have already gotten an RMA (#R197231) and have just mailed in the drive, so I didn't include your name (unfortunately, since you seem like an excellent tech support person). Anyway, I'm hoping this can be resolved soon; although I didn't lose any files because all my images were backed up on an older external drive, I now have no external storage to backup my data or image files. It seems like these big external drives (1 TB and larger) are having reliability problems.
Barbara
Re: G-drive Q unmounting/corrupting files by cynthia granville on Aug 16, 2009 at 7:16:42 pm
Hello,
I started through the forum because I, too, am having major problems with my Q 1TB drive. freeze with final cut express, freeze when accessing files to copy or burn dvd, freeze when playing video...lots of spinning balls and repeatedly having to restart. clearly i am going to have to send in the drive, unfortunately with 500+gigs of video on it. i will need another drive, meanwhile, as i have projects i need to be working on, but i am worried with what i am seeing on the forums about purchasing another of these drives, though i formerly read lots of good feedback about Gtech on the internet. Is there a known issue with the controllers on these drives and is it resolved, is there a certain manu date i need to look for when purchasing, or should these drives just be avoided?
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 18, 2009 at 5:29:08 pm
Hi Cynthia,
I am sorry you are having problems with your G-DRIVE Q. We have noticed a few drives that exhibit the issues you are having, and we are working with the controller board manufacturer to determine if the problem lies there. In the meantime, when you send your drive in, put it to my attention, in the RMA and on the package, and I'll do what I can to get you taken care of right away. Please let me know if you have any questions.
Re: G-drive Q unmounting/corrupting files by cynthia granville on Aug 19, 2009 at 6:38:47 am
thank you, Gene! i have sent in a support message and am awaiting my RMA. i did have one question regarding data recovery. i can access my data until the drive freezes and none of the files have seemed to be damaged, so i am guessing that if the controller board were working properly i could get to the data just fine. i don't think any exotic data recovery is needed. do i have to pay $59 in order to keep the drive from being wiped?
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 19, 2009 at 6:06:50 pm
Hi Cynthia,
If it is the controller board, the drive and your data will probably be intact. Send it in to my attention on the package and I'll take a look at it. I will contact you if there are problems. We do everything possible to preserve your data.
Re: G-drive Q unmounting/corrupting files by Alfredo Melendez on Aug 20, 2009 at 1:27:51 pm
I too have been having the same problems and I use an Imac 24. I even sent my original Qdrive in. When connected via FW800, it would freeze my finder, with FW400, wouldn't connect at all, with the USB, it would unmount. My computer's logic board was replaced so I know the ports work fine. My replacement drive has been doing the same thing. Now what?
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 20, 2009 at 7:24:16 pm
Hi Alfredo,
I'm sorry that you are still having problems with your drive. We need to get it back in here. Contact me at eugene.gilbert@hitachigst.com so we can make arrangements.
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 25, 2009 at 4:48:22 pm
Hi Cynthia,
Your drive has been repaired and is on its way back to you. You had a bad controller board, and all your data is intact. You should receive it in a couple of days.
Re: G-drive Q unmounting/corrupting files by pierre elliott on Aug 26, 2009 at 12:15:38 am
Hi Gene,
I'm having the same problems described above. I'm the using G Tech Q Drive on a MacBookPro via firewire 800 port. Whenever i try to open a file that's been stored on the drive i get the interminable spinning rainbow pinwheel of doom. The Drive never 'ejects' anymore. I always have to either turn it off or shut down the computer. This causes the finder to freeze up or perform very slowly. Sometimes the drive won't display the contents of folders that are on it.
Should i do what you've been advising everyone else to do: Send it in for repairs to your attention?
Please advise as this is getting to be pretty frustrating.
Re: G-drive Q unmounting/corrupting files by cynthia granville on Aug 26, 2009 at 5:12:16 am
Thank you, Gene...really quick response, I look forward to receiving the repaired drive and appreciate your care with the data. Pierre, you're having the exact same issues I did...hope your resolution is as quick and we both have no further problems!
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 26, 2009 at 5:26:13 pm
Hi Pierre,
Sounds like you are having similar problems with your G-DRIVE Q. We have noticed a few drives that exhibit the issues you are having, and we are working with the controller board manufacturer to determine if the problem lies there. In the meantime, when you send your drive in, put it to my attention, in the RMA and on the package, and I'll do what I can to get you taken care of right away. Please let me know if you have any questions.
Re: G-drive Q unmounting/corrupting files by pierre elliott on Aug 27, 2009 at 11:18:31 am
Hi Cynthia,
Thanks for the show of solidarity and your good wishes. It seems like Gene and Co. have a line on this problem. And if they can resolve this issue in a timely manner, without sacrificing my data, I will be almost as content as if this problem had never happened. Given how well your case was handled, I look forward to happy ending.
Re: G-drive Q unmounting/corrupting files by pierre elliott on Aug 27, 2009 at 11:24:36 am
Hi Gene,
thanks for your prompt response! I will follow your instructions and await further follow up. Your personal attention in resolving this issue is greatly appreciated.
Re: G-drive Q unmounting/corrupting files by Gene Gilbert on Aug 31, 2009 at 4:03:12 pm
Hi Pierre,
That is not your RMA number, it will still be issued, probably today if you filled out the form over the last few days. Wait for the RMA number and shipping instructions before sending it in.
Re: G-drive Q unmounting/corrupting files by Dana Strom on Sep 1, 2009 at 9:05:08 am
Hello,
I am having the same exact problem with a currently. This is actually the second G-Drive this month to fail on me this exact same way!
I am located in Santa Monica, CA and am in desperate need to recover the data from this drive before Wednesday (August 2nd).
Is there any way that I can come to a facility and have this data recovered? Do you have authorized resellers that can preform this for me? I will need to get both of these drives replaced or repaired, but there is about 30GB of data that I absolutely NEED to deliver to a DVD replication facility on Wednesday!
Or is there any work-around, troubleshooting that I can try to free my data? MacBookPro, OSX 10.5.8
Prior these two, I've never experienced any data loss on a G-Tech drive.
Re: G-drive Q unmounting/corrupting files by Austin Bennett on Sep 1, 2009 at 5:35:33 pm
I have been having the same problems with my G-Drive Q 1TB drive. The problems were really bad for a while, so I sent it in to G-Tech to be repaired, after about 3-4 weeks I got the drive back and it worked great for about a week, then it started hanging and freezing up the computer again. I already filled out the support form and received an RMA, but I'm a little hesitant to ship off my drive again because it took a long time last time and didn't really fix the problem. I don't want to have to ship the drive back to G-Tech again a couple months from now with the same problem. I haven't even owned the drive for 3 months and am getting really frustrated with it.
Re: G-drive Q unmounting/corrupting files by Jeremiah McLamb on Sep 22, 2009 at 2:20:14 am
Yep...same problems here. I bought 4 G-tech drives...3 of them are bad. I have sent the three G-Drive Q 1TB in for replacing...they replaced the controller board...got it back in just over a month...the drives worked fine for about a month then 1 drive (so far) has stopped mounting entirely. I have lots of crucial data on the drive and a tight deadline to get my footage edited. Not sure I can wait another month to get something fixed that was supposed to be fixed the first time....help please!!
Re: G-drive Q unmounting/corrupting files by C Michael Cain on Sep 22, 2009 at 11:12:28 pm
Gene...
It seems as though there are quite a number of issues with these drives....I have just received RMA for one defective QDrive however I purchased 2 at the same time and both are defective...
Below is the repose I just sent back:
Hello....
Thank you for your quick response...however as I stated in original contact, I have two defective drives and will need an RMA for the other as well as I'm having the same problems with both drives. I'm using G Tech Q Drives on a MacBookPro as well as Mac Pro via firewire 800 port. I get the same results while cnnected with 400 firewire as well as USB..... Whenever i try to open a files i get the interminable spinning rainbow pinwheel of doom. The Drives do not eject anymore and contant freeze my system while working in Photoshop..... I always have to either turn it off or shut down the computer. This in turn causes the finder to freeze up........ At the odd times where the drive will actually mount.....more often than not it won't display the contents of folders that are on it.
It appears as though you have had quite a number of these drives fail and it is my understanding that you are working with the controller board manufacturer in regards to these defective drives........and I will need both of them replaced.....not just repaired with the same controller boards that are doomed to fail again...
Please advise as this is getting to be pretty frustrating. serial number for second drive (purchased at the same time as first) is XXXXXXXXXXXX
As I have not sent units in as of yet...may I send them to your attention as you seem to be on top of this issue....too many headaches for new drives that set me back $500USD
Re: G-drive Q unmounting/corrupting files by Austin Bennett on Oct 6, 2009 at 5:46:57 pm
I sent my drive in to you on the 16th of September and got an email saying it was received on the 26th and now have yet to hear anything. The package itself actually arrived there on the 18th but took another week to be checked in I guess. Why does this take so long? And is there any way to find out the status of my drive?
Re: G-drive Q unmounting/corrupting files by Christine Turner on Oct 12, 2009 at 7:19:53 pm
Dear Gene,
I'm having the same problems with my G-Tech 1TB Q Drive that have been expressed in this on-going thread, particularly in regards to the drive freezing while copying files and using Final Cut Pro. I've also had problems with the drive mounting, files not appearing, and the inability to eject the drive at times.
I have already sent the drive back to G-Tech once in July of this year when I initially experienced these problems. I was told that the controller board was the problem and I got my repaired drive back (Case #CS359209) after several weeks.
Now I am experiencing the same problems on the repaired drive all over again. Sending the drive in the first time was already a huge set back in terms of time lost (not to mention I had to purchase another drive in the interim). I'm working with P2 media which thankfully I have archived and backed up, but the G-tech is my actual work drive and I cannot copy the quicktimes I have spent hours logging and transferring in FCP onto another drive without the G-tech freezing.
I'm very frustrated that is happening for the second time and concerned about going through the entire process again to no avail.
Re: G-drive Q unmounting/corrupting files by Thomas Adams on Oct 16, 2009 at 10:04:46 pm
I am in the same boat. I sent in my 1TB Q in June and it took until the first of September to get it back. Now the drive has started failing to mount entirely, no matter which interface I use. This is indeed very frustrating for such an expensive piece of hardware. I am also hesitant to send it in again and go through the same process.
Gene, you seem to be on top of things. Is there anything you can do for those of us who have had the same issue twice? I hate to have to drop yet another $20 to send the drive back in when it should be working properly after the initial repair.
Re: G-drive Q unmounting/corrupting files by Thomas Adams on Oct 22, 2009 at 3:48:33 am
I have received another RMA for this drive. I guess I'll just send it on back and wait. Hopefully it won't take as long as the last time. I really need to get my backup routine started again. I'm kinda dead in the water on that front until I get a working drive.
