Technical Questions

Customer Service / Ordering Questions

What does ATA/100 mean?
ATA is the interface and 100 is the data transfer rate. For example, ATA/100 transfers data at 100MB/Sec. An ATA/100 hard drive can be used in a computer that supports up to 66MB/sec because all drives are backwards compatible and will run as fast as your controller allows.

What is the difference between ATA/66 & ATA100?
An ATA/66 hard drive transfers data at 66MB/Sec and the ATA/100 drive transfers data at 100MB/sec. An ATA/100 hard drive can be used in a computer that supports up to 66MB/sec because all drives are backwards compatible and will run as fast as your controller allows.

What is the difference between 4200rpm, 5400rpm, and 7200rpm drives?
By increasing the spindle speed of the drive you can run applications, reboot, and process information faster. Tests have reported that 5400rpm drives are approximately up to 18% faster than 4200rpm drives. Increasing the spindle speed to 7200rpm will improve the data rate by 71% over 4200rpm drives and 33% over 5400rpm drives.

Do I have to order the same drive that I originally had?
No, in most cases any manufacturer drive will work. The main concern is that the drive will fit properly. For instance, if you have a drive that is 12mm in height you can use a drive that is 12mm or smaller in height. You would not be able to use a drive that is 17mm in height because it would be too tall.

Why does my drive have a different connector?
All 2.5" laptop hard drives have the same connector (male 44 pins). Laptop manufacturers use a translation board or adapter to connect the drive to the computer. This adapter can be removed and placed on the new drive. It will look like it is actually part of the drive, but it can be removed. Take the old drive and turn it upside down so the board is face up and the connector end is away from you, then using your fingernail or a dull pocketknife, slowly pry the adapter off by pushing a bit on the right side then a bit on the left until it pops off. Once you have removed it, you can then place it onto the new drive.

Why does the new drive look different from my old drive?
Your drive may have a translation board or adapter on the connector that can be removed and placed onto the new drive. This adapter can be removed and placed on the new drive. It will look like it is actually part of the drive, but it can be removed. Take the old drive and turn it upside down so the board is face up and the connector end is away from you, then using your fingernail or a dull pocketknife, slowly pry the adapter off by pushing a bit on the right side then a bit on the left until it pops off. Once you have removed it, you can then place it onto the new drive.

How do I format my drive?
For Windows 95/98 click here:
http://support.microsoft.com/default.aspx?kbid=255867&product=w98
For Windows ME click here:
http://support.microsoft.com/default.aspx?kbid=255867
For Windows 2000 / XP Click here:
http://support.microsoft.com/default.aspx?scid=kb;en-us;313348
For Mac users:
http://www.drivesolutions.com/info/aboutinstallmac.shtml

How do I load my operating system?
When you first install a drive in your computer it needs to be partitioned, formatted, and the operating system installed. If you have the Recovery or Restore CDs that came with your computer, or you are using Win 2000 or XP, boot to the installation CD and it will walk you through the process. Usually your computer will default to boot to the cdrom drive, but you may have to change your boot sequence in your setup. Please refer to user manual on how to change your boot sequence.

How do I transfer the data from my old drive to the new drive?
The easiest way to transfer data from your old drive to the new drive is to use a data transfer kit. The kit will mirror the drive in your computer, so you can simply swap the drives and have your operating system, applications, and documents already on your new drive. You can then use the old drive in the external USB case (that comes with the kit) for external storage or backup. (The data transfer kits will only work if the drive in your laptop is working.) We carry 3 kits: USB2.0 for laptop drives, PCCard for laptop drives, and USB2.0 for desktop drives. For more information, please click here: EZGig Data Transfer Kits.

How do I locate my hard drive in my laptop to replace it?
Please click here: http://www.drivesolutions.com/info/aboutdriveinstall.shtml
If your laptop is not listed, please refer to your user manual or check the manufacturer's support webpage.

Do I need anything else besides the bare hard drive?
If you are replacing the drive in your laptop because it is defective, you do not need anything else besides the bare drive. You can use the caddy, brackets, or connectors from your old drive on the new drive. If you purchased your laptop without a hard drive or want to be able to swap between 2 drives, you may need to purchase a caddy or other items that mount your hard drive in your computer.

Why doesn't my computer detect the new hard drive?
Please check the following:
- Is the drive installed correctly and is it properly connected to your computer?
Any connectors or adapters that were on your old drive need to be removed and placed on the new drive.
- Can you hear the hard drive spinning when you turn the computer on?
If not, make sure all connections and jumper settings are correct.
- Do you have the latest bios update for your computer?
BIOS Limitations (Capacity of drive is too large for the BIOS to support) Computer systems built prior to October of 1998 typically hang or freeze while auto detecting large hard disks during system startup. Common BIOS capacity barriers include 528 MB, 2.1 GB, 8.4 GB, and 32 GB. There is usually a solution to work around BIOS capacity barriers. You can try downloading a bios update from your manufacturer's website or use drive overlay installation software. If you are using Windows 98/95, upgrading to Win 2000 or XP will usually allow you to use the larger capacity drive.
- Is there a jumper on your hard drive?
If your old drive had a jumper on it, most likely your new drive will need a jumper. If your old drive does not have a jumper on it, then your new drive should not need a jumper. Some manufacturers set the drive to the cable select option, which is not used on all computers. If your drive is not working with a jumper on it, try removing it.

What is a jumper and do I need one?
The jumper tells the computer how to configure the hard drive. The most common jumper setting used is to configure the drive as the Master ATA device on the bus. It should be installed if your drive is to be the main boot device on the primary ATA bus, or if it is to be the master device on the secondary ATA bus of an enhanced ATA controller. A jumper can also used to tell the master drive that a slave drive is present on the cable. There is also Cable Select, this is an option where the position of the drive on the cable determines if the drive is a Master or Slave drive. In these situations both the master and slave drive will have their jumper settings set to CS. This setting requires Ultra ATA cables to be installed in your system.

Why does the hard drive LED light stay lit all the time?
On some computers, when using an ATA6 hard drive, the LED light will stay lit. This is caused by the difference in voltage running through the pins. Although the LED light stays lit, the drive is working and functioning properly. If you are experiencing this and can not tolerate the light staying lit, please contact us to replace your drive with an ATA5 hard drive.

My current drive is clicking, is it bad?
If you just purchased a large capacity drive and it is clicking, you may need to change the power settings in the bios/setup. Please refer to your user manual or contact the computer manufacturer tech support department. If your drive has been working and just started clicking, it could be a sign that the drive is going to fail. You should use Scandisk to scan for bad sectors. If bad sectors are reported, consider replacing your drive before it fails and you lose data. You may also download hard drive diagnostic software from Hitachi's website : http://www.hitachigst.com/hdd/support/download.htm#DFT

The drive rattles when I shake it, is it bad?
Most laptop drives will rattle if you shake the drive. This is part of the engineering of the drive and does not mean the drive is bad. Some drives have this warning on the label of the drive.

What if my laptop is not listed in the EZ Upgrade Center?
If your laptop is not listed in the EZ Upgrade Center, you may call our sales department at 877-738-6900 (toll free outside California) or 818-718-6900 (in California) for assistance, or email custserv@drivesolutions.com

Does replacing my hard drive void the computer's warranty?
It depends on the manufacturer of your laptop. In most cases:
If your drive is in a removable caddy or tray it does not void the warranty.
If the drive is inside the laptop and you have to take it apart to get to the drive, it may void the warranty.
Please contact the manufacturer if you are uncertain.

Can I recover the data from my old hard drive?
If your drive is working and functioning properly, you can use an EZGig data transfer kit or and external USB enclosure to recover data from your old drive.
If your drive is not working, you will need to send it to a company for Data Recovery services. Here at Drive Solutions, we offer Data Recovery Services. Click here for more info on these services.

Do you offer technical support?
We offer general tech support assistance, such as installation and formatting, Monday-Friday 10:00am - 4:00pm PST. We do not offer technical support for other issues related to software applications, dual booting, multiple operating systems, and other similar issues.

Is my credit card and email address secure?
All on-line transactions are sent through a secure server, and encrypted with 128- bit technology. Once the information is received through the Internet, your payment will be processed. All of your information is handled with the highest level of security. Drive Solutions, Inc. respects your privacy. We will not under any circumstances sell or release your information to anyone. All information obtained from our web site will be used for processing purposes only. The only e- mails you will receive from Drive Solutions will be in regard to your order and other information you may have requested.

Will I receive spam emails from Drive Solutions?
Drive Solutions, Inc. respects your privacy. We will not under any circumstances sell or release your information to anyone. All information obtained from our web site will be used for processing purposes only. The only e-mails you will receive from Drive Solutions will be in regard to your order and other information you may have requested.

Why do I need to enter my billing address/security code when checking out?
When processing a credit card payment, the billing address of the card and the security code is verified. This information is verified in order to protect consumers and Drive Solutions from credit card fraud. It is important to enter the correct billing address when placing your order or it may cause shipping delays.

When will my order ship?
- Items with ship status of "Ships in 24hours" will be shipped the same day, if the order is placed before 3pm PST. All orders with "24 Hours" ship status that are received after 3pm PST will ship the following business day. Business days are Mon - Fri.
- Items with a ship status of "Ships in 3-5 days" will be shipped within 3-5 business days. If you select Overnight Shipping on an item listed with status of "Ships in 3-5 days", you will receive your item in 4-6 business days. Most of these items need to be special ordered. The ship status of 3-5 days is an estimate.
If the item you ordered is not available within 3-5 business days, you will be notified and offered a compatible replacement.

What does the "ship status" mean?
The ship status is the time frame from when the order is received to when the order will ship.
- Items with a ship status of "Ships in 24hours" will be shipped the same day, if the order is placed before 3pm PST. Orders received after 3pm PST will ship the following business day. Business days are Mon - Fri.
- Items with a ship status of "Ships in 3-5 days" will be shipped within 3-5 business days. For example, if you select Overnight shipping on an item listed with status of "Ships in 3-5 days", you will receive your item in 4-6 business days. Most of these items need to be special ordered. The ship status of 3-5 days is an estimate.
If the item you ordered is not available within 3-5 business days, you will be notified and offered a compatible replacement.

How do I know if an item is in stock?
All items listed with the ship status of "24 hours" are in stock and will ship the same day as ordered, if the order is placed prior to 3pm PST.

When will I receive confirmation that my order has shipped?
All shipping confirmation emails are sent after our shipping day is complete, between 5pm and 8pm PST. Your order will not show shipped on our website until the confirmation emails have been sent.

Why didn't I receive a confirmation email?
The most common reason a customer does not receive his or her confirmation is because the email address on the order was entered incorrectly. You may call us at 877-738-6900 (toll free outside California) or 818-718-6900 (inside California), or email customer service at custserv@drivesolutions.com, to update the email address. If you are using Spam filtering software, your email confirmation may be in your Spam folder.

Do I have to pay sales tax?
All orders shipped to an address in California will be charged sales tax. If you have a California Resale Permit, you may call our sales department to set up a resale account.

Do you ship outside of the United States? Will I have to pay duties and taxes?
We do ship to most locations around the world, but international shipping charges are not listed on the website. You can place an order online and select the shipping option of "Int'l,HI,AK,PR - to be determined". Our order dept will then email the shipping cost to you for your approval prior to completing the order. All shipments sent out of the United States may be charged taxes and duties by customs upon arrival. You will be responsible for these charges when the shipment is delivered. We do not know the amount of these charges because they vary by country. You may contact your local Federal Express office to inquire about these charges.

Do you ship to PO Boxes? APO/FPO boxes?
We do not ship to PO Boxes. You must provide a street address when ordering. Federal Express and UPS will not deliver to a PO Box. We do however, as a service to our military personnel, ship to APO/FPO Boxes. You can place an order online and select the shipping option of "Int'l,HI,AK,PR - to be determined". You will then receive an email notification of your shipping cost. All shipments to APO/FPO boxes must be sent through the US Postal Service. This is a 3-5 day service to the location that will forward the package to you. Because we do not ship from the Post Office regularly - your order may take up to 2-3 days before shipping from our location.

What shipping methods do you offer and what are the charges?
Ground Service - 3-5 business days $8.00 + $1.50 ea additional item
2 Business Days $15.00 + $3.00 ea additional item
Next Day Afternoon delivery $28.00 + $4.00 ea additional item
The shipping methods listed on our website are for the lower 48 US states.
If you are in Alaska, Hawaii or Puerto Rico, or outside the US and select the shipping option "AK,HI,PR,Outside U.S. - To be determined". The order department will email the shipping methods available for your approval. We do not offer free shipping - "AK,HI,PR,Outside U.S. - To be determined" is not applicable for orders within the lower 48 states.

Your shipping method says 2 business days. What are considered business days?
Business days are Monday - Friday and do not include Saturday or Sunday.

If I order an item via 2 day shipping on Thursday will I receive it on Saturday?
If your order is shipped on Thursday via 2-day service it will arrive on Monday.

If I order an item via Next Business day shipping on Friday, will I receive it on Saturday?
If your order is shipped via Next Business day on Friday it will arrive on Monday. If you would like Saturday delivery, please call our sales department, do not place your order online.

Can I have my order shipped for Saturday delivery?
We can ship orders on Friday Overnight for Saturday delivery for an additional charge, but this is not an option on the website. You must place your order by phone in order to have an item shipped for Saturday delivery. Please call our sales department at 877-738-6900 (toll free outside California) or 818-718-6900 (in California).

When is the shipping cut-off time?
All orders placed before 3PM PST for items with ship status of "24 hours" will be shipped the same day. All orders for items with ship status of "24 hours" that are placed after 3PM PST will ship the following business day.

Do you accept government orders?
Yes, our sales department is available to set up an account for schools, police departments, city offices and many more. Please contact us at 877-738-6900 (toll free outside California) or 818-718-6900 (inside California) or email sales@drivesolutions.com.

Are the drives you sell new?
All drives 15gb and over are new, unless otherwise specified. Since lower capacity drives are no longer being manufactured, some drives under 15gb may be reconditioned or refurbished.

Do you offer technical support?
We offer general tech support assistance, such as installation and formatting, Monday-Friday 10:00am - 4:00pm PST. We do not offer technical support for other issues related to software applications, dual booting, multiple operating systems, and other similar issues.

What is your return policy?
We offer a 30-day money back guarantee (less shipping costs) on all items. Software and EZ-GIG kits may only be returned for refund if they are unopened. After 30 days, items may only be returned for replacement, provided the warranty period has not expired.

How do I return an item or receive a replacement?
Call our customer service department Mon-Fri 9am - 4pm PST or email custserv@drivesolutions.com to receive an RMA number.

What does the warranty on my drive cover?
In the event your hard drive fails during the warranty period, Drive Solutions will replace the hard drive at no charge. The warranty does not cover any data you may have lost on your hard drive. Drive Solutions is not responsible for any data loss. It is very important to regularly back up your hard drive to prevent any loss of data.

What is an RMA number? Do I have to have an RMA number?
An RMA number is your return authorization number. All items returned for refund or replacement must have an RMA number. This number must be written on the outside of the box when you return an item.

What address do I return items to?
Drive Solutions, Inc.
10030 Remmet Ave.
Chatsworth, CA 91311

Can I get a replacement sent to me before I return the defective/incorrect item?
Yes, we do send "Advance Warranty Replacement" items. Note: Customers must return the defective/incorrect item within 10 days in order to avoid being charged for the replacement item.

Who pays for shipping of defective/replacement items?
Drive Solutions pays for the replacement to be shipped to the customer. The customer pays for shipping the defective item back to Drive Solutions.

How long does it take for a refund to be processed?
Refunds may take up to 14 days to be processed. If it has been longer than 14 days, please contact us by phone or email custserv@drivesolutions.com to check the status of your refund.