Disk Failure
Disk failure is one of the unfortunate facets of computer repair that we encounter frequently. Following the procedure below in conjunction with documents in the “References” section will ensure this process goes as smoothly as possible.
Once a disk has been deemed failing or failed, it is of utmost importance to take immediate steps to preserve the data on the drive and prevent further damage.
Assess the drive
Check for the following obvious signs of a failing drive:
- Unusual noise- repetitive clicking, loud whirring or scraping.
- Failure to recognize on target platform (Windows drive isn’t recognized in Windows, etc)
- Failure to recognize on other platforms (Windows, Linux, Mac)
- Drive recognized by OS but no drive letter is assigned or cannot retrieve drive information such as storage capacity.
Determine the type of failure
- If the drive is making unusual noises and will not recognize on any computer- we will not be able to repair the drive or even gather a decent report. In this event, proceed to initiate a conversation with the customer about shipping the drive to Drive Savers.
- In this event, simply document the exact nature of the failure as a customer note in the work order.
- If the drive is recognized in some capacity, proceed with gathering the SMART report so the customer can be presented with data as to why their drive failed.
Gather SMART report
Using a tool such as GSmartControl on Windows, Mac, or Linux- retrieve the SMART report if possible and attach it to the work order. Instructions to utilize GSmartControl:
- Download/Install GSmartControl.
- For Windows, the program can be found at \192.168.0.100\data\Software\Windows - Misc\GSmartControl
- For Mac, \192.168.0.100\data\Software\Mac - Misc\GSmartControl
- For Linux, install smartmontools via package manager or just use the shop Linux computer which will have GSmartControl preinstalled.
- Windows and Linux users can take advantage of the GUI to make things easier. Just open the GUI, choose the failing hard drive, and click “View Output”.
- Mac users will need to gather the report via Terminal. After installing, run the command
sudo /usr/local/sbin/smartctl -a /dev/disk0 > $HOME/Desktop/smartctl.txt - The identifier
/dev/disk0will always correspond to the primary HDD. If the failing HDD is instead mounted in another Mac, usesudo fdisk -lto find the correct identifier for the failing drive.
- Mac users will need to gather the report via Terminal. After installing, run the command
- Save the generated report as “SMART Report” and attach it to the work order.
- To assist in attaching the work order from a customer’s computer (or any computer that you are not signed into), go to https://fixit.universitypccare.com/paste.
As a visual aid, check out this short video demonstrating the use of GSmartControl GUI on Windows and the CarePaste page for attaching the report to the WO.
Communicate with the customer
After the relevant information has been gathered, make contact with the customer. Be sure to touch on the following:
- The drive has failed or is failing mechanically and will likely deteriorate further, which could lead to total data loss.
- Briefly explain our procedure for diagnosing a failing disk drive.
- Briefly detail any notes or diagnostic reports gathered.
- Offer a repair option or Drive Savers recommendation.
Optionally, offer the customer a cloud-based backup solution such as Backblaze.
Additional Information
Without the SMART report or some other form of concrete evidence of hard drive failure (such as a failed TechUSB report or Dell diagnostic code), we cannot tell the customer in full confidence that their drive has failed. Please take the time to document how and why a drive is failing or has already failed.