How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Bryan Your Own Question

Bryan
Bryan, Computer Repairer
Category: Computer
Satisfied Customers: 1445
Experience:  Hardware/Software/Viruses/Malware/Spyware .. I can help you fix it all.
59162784
Type Your Computer Question Here...
Bryan is online now

I have a whitelight My Book Model WDH1NC10000E which is connected

Resolved Question:

I have a whitelight My Book Model WDH1NC10000E which is connected to my Win7 workstation via my lan router. The problem is that the connection goes stale every 15-20mins.
The only way to fix this is to unplug the router. My network connections are reconnect and its good for another 20mins or so?
Can you assist?
I have given the WD HD a static IP but this has made no difference
Submitted: 2 years ago.
Category: Computer
Expert:  Bryan replied 2 years ago.
Bryan :

My name is ***** ***** I will be assisting you today.

Bryan :

If you leave the NAS disconnected from the router, does the router still need to be reset every 15-20 minutes?

Bryan :

Looks like you stepped away. Please let me know when you return.

Customer:

I am here

Bryan :

Ok

Bryan :

Did you see my question?

Customer:

I would not say it is a NAS, as its not connected via USB

Bryan :

NAS is Network Accessible Storage

Customer:

its connect via RJ45 (or type) as an external storage unit

Bryan :

It can be connected via USB, Ethernet, or anything else.

Customer:

okay ethernet connection

Bryan :

But anyway, if it is not connected to the router, does the router still need to be reset every 15-20 minutes?

Customer:

sorry but there is no problem as I understand with the router.

Customer:

the issue is with the NAS device

Bryan :

Ok. I'm trying to understand why you are resetting the router then.

Customer:

when I turn my PC on the NAS is not seen on the network

Customer:

Sorry my error

Customer:

I have to unplug the NAS device

Customer:

I was using incorrect terms

Customer:

my PC is switched on

Customer:

my PC can connect to the www

Bryan :

Ok. That makes more sense. No problem at all. Ok, give me just a minute. Let me see if there is an auto-sleep function on that device.

Customer:

but the mapped drives for the NAS which is connected to the router have a RED cross

Bryan :

Right

Customer:

on my windows explorer

Bryan :

One minute

Customer:

thanks

Customer:

This is a WD device

Customer:

Hi Bryan, I have already checked if this device has a sleep mode. I have reset it back to factory settings just to be sure.

Customer:

I am going to take the device back to the Manufacturer as I believe it is at fault.

Customer:

I was hoping you would be able to advise me on the setup and config of this device but you dont seem to know about this piece hardware.

Customer:

If you would not mind please submit me for a refund as I have not received any additional information to support my issue

Customer:

how would you like me to rate this ticket?

Expert:  Bryan replied 2 years ago.
Sorry about the timeout. I did find the drive and found many people are reporting the same issue. I am researching now for a fix.
Expert:  Bryan replied 2 years ago.
It looks like if you open the "WD Drive Manager", you should be able to disable "Sleep" so that the issue will stop. If you don't have "WD Drive Manager", you can find it on wd.com for free.
Customer: replied 2 years ago.

In my last correspondence with you, I commented I have reset to factory defaults. But this has not been recorded??? in this session

Customer: replied 2 years ago.

okay I have tried to reply to this for the third time

I have reset the device to factory defaults. I still have the problem.

I think there is a problem with the device.I was hoping you would be able give me some support info on this?

I am going to take this back to the manufacturer

Expert:  Bryan replied 2 years ago.

There is a problem with the drive model, not the drive itself. But if you install the software that I suggested above you should be able to disable the sleep function which will solve your problem.

You can find the software at:

http://support.wdc.com/product/download.asp?groupid=0&level1=0&modelno=WDH1NC10000E&lang=en

Customer: replied 2 years ago.

Hi Bryan,

I have installed the Firmware update as you suggested manually.
I was not able to run the auto update option. I was getting connection refused.
I am also getting the time zone update: "refused connection".

Is this part reason why this device connection seems to go stale after about 20mins?

After the firmware update I selected factory defaults and updated manually the time + date stamp.

I am working a shift at this time and not done any further investigation on this.

When I get home tonight I will check if this connection has not gone stale and stopped and that the ext harddrive available.

Do you have any ideas why the device cannot communicate to the get the WD update or the TimeZone update pool.ntp.org?

Thanks Roger

Expert:  replied 2 years ago.
Verify that you can connect to the sites in question from your computer.
Bryan, Computer Repairer
Category: Computer
Satisfied Customers: 1445
Experience: Hardware/Software/Viruses/Malware/Spyware .. I can help you fix it all.
Bryan and 2 other Computer Specialists are ready to help you
Customer: replied 2 years ago.

Yes I can connect to these sites.

This is how I manually did the update. See the attachment.

Attachment: 2014-11-01_114258_power_offon_the_wd_nas_device.docx

My concern is that there is a hardware issue as this device is not seen by my computer when it is switched on.
To access my NAS
1. power the computer on

2. recycle - power off/on the WD NAS device

3. open the WD Discovery tool - GUI and toggle the mapping tool utility until I see the mapped drives appear

This is frustrating as I am now trying to extract.the data from the box to another drive.

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Kamil Anwar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    151
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
< Previous | Next >
  • http://ww2.justanswer.com/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg Kamil Anwar's Avatar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    151
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.com/uploads/WI/Windowspcfix/2013-8-19_153826_ja12.64x64.jpg James K.'s Avatar

    James K.

    Consultant

    Satisfied Customers:

    93
    Technical Director of IT Company
  • http://ww2.justanswer.com/uploads/JO/JonTech/2011-10-25_111835_A2c.64x64.jpg Jon-Tech's Avatar

    Jon-Tech

    IS Manager

    Satisfied Customers:

    61
    20 yrs: Computers, Networking
  • http://ww2.justanswer.com/uploads/MI/mikew4950/2011-12-26_1606_mikephoto2s.64x64.jpg MikeW's Avatar

    MikeW

    Computer Engineer

    Satisfied Customers:

    53
    32+ years Computer and Networking Experience
  • http://ww2.justanswer.com/uploads/JA/jamieratliff/2012-2-8_194551_jamie.64x64.jpg jamieratliff's Avatar

    jamieratliff

    Information Systems Manager

    Satisfied Customers:

    21
    Jamie has worked in the Information Technology field for over a decade.
  • http://ww2.justanswer.com/uploads/JA/JACUSTOMERleg4q7o8/2012-3-6_203036_meja.64x64.png TheDoctor's Avatar

    TheDoctor

    Software Engineer

    Satisfied Customers:

    16
    Experienced Software Engineer
  • http://ww2.justanswer.com/uploads/FI/FisherEngineering/2012-1-18_194422_Fisher375Headshotcompressed239K.64x64.jpg Bill Fisher's Avatar

    Bill Fisher

    Computer Engineer

    Satisfied Customers:

    1
    Computer system design, networks, integration, general support.