We can recover data from these common issues:

  • No response when the device is connected to a computer
  • External/Portable HDD doesn’t power on (ie no lights)
  • Strange clicking or grinding noises
  • Overwritten / Deleted data
  • Reformatted hard drive
  • Files/folders are showing but can’t be opened
  • "Please Format Disk", "Can't access" or "Access denied" errors

Call Us :1800 316 658


Over 30 Years in Business


No Data, No Fee Policy


Unrivalled Technology


Over 500K Recoveries


Global access to replacement parts


ISO5 Certified Cleanroom

The Difference Between a Hard Drive and an External/Portable Hard Drive

Unlike general hard drives (HDDs) or solid-state drives (SSDs), external/portable hard drives connect to your computer via a USB.

Their portable nature makes them easy to use and convenient for transporting data between machines, however, it also creates a large risk for data loss due to being continuously plugged and unplugged to various devices and dropped or roughly handled. External/Portable drives often employ encryption to protect the data that is stored on the drives and Ontrack has developed tools to help recover data from these special drives.


We recover from all External/Portable HDD brands including:







Hitachi GST


Western Digital

Types of External & Portable Hard Drive Failure

There are 2 basic types of hard drive failures that can result in data loss:

Physical/Mechanical Failures

If your hard drive is not working or is making clicking and/or grinding noises, it is probably experiencing a mechanical failure. This could be due to a head crash, motor failure or other issues.

Mechanical failures require a cleanroom environment in order to open the hard drive without causing further potential data loss. Contact one of our Data Recovery Professionals today to discuss the best recovery options for you.

PRO TIP: If a mechanical failure is detected, contact us immediately. Work done outside a professional cleanroom environment can reduce the chance of a successful recovery.

Hard drive platter scratch
External HDD with Laptop Bluescreen

Logical Failures

If your hard drive is working, but you cannot access some or all of your files, then it is likely to be experiencing a logical failure. This could be due to a lost partition or accidental reformatting of the drive.

Common logical data loss issues include file deletion, corruption, or file directory damage from a virus or malicious program. Whatever the cause, Ontrack engineers can give you the best change of recovering your missing data.

PRO TIP: If your hard drive is still recognized, you can try using our Ontrack EasyRecovery software to get your data back before sending your device to us.

Simple Self-Debugging Methods

Check your cables and ports!

It is worthwhile double-checking that your cables and ports are working properly. If your device is not being detected, it could be due to a faulty cable or a defective port. You can test this by swapping out the cable for another one or test your hard drive on a different port or computer.

Note: If your external/portable drive is making any clicking or other unusual noises, unplug it immediately, and stop trying to access it. Any further attempts to access the drive may cause additional damage. Contact Ontrack ASAP to discuss your options for data recovery. 

External Hard Drive

Service Levels and Pricing

We offer 3 service levels so we can return your data when you need it. We'll provide you with a fixed quote with no hidden charges.


From $550 to $1,760*

  • Maximum price guarantee
  • Recovery: 7-10 business days
  • All inclusive pricing


From $1,100 to $2,420*

  • Maximum price guarantee
  • Free 4 hour evaluation
  • Recovery: 2-3 business day


From $3,850 to $4,950*

  • Maximum price guarantee
  • $1,100 emergency evaluation
  • 24/7 until completion
  • New external USB drive for your recovered data
  • All-inclusive pricing, including GST
  • Return shipping up to 3kg
  • Buy now, pay later with Zip Pay
  • *$330 surcharge for drives over 4TB

Our Data Recovery Process

We'll ensure that you are informed every step of the way so that you have complete peace of mind. You have our 100% support from initial consultation to job completion.

Join over a half million people and businesses who have trusted Ontrack to recover their data.

Media Drop-Off Locations

We have offices around Australia where media can be dropped off.

Alternatively you can give us a call on our toll-free number 1800 316 658 and we'll advise on the best way to send your media to us, which includes using our FREE shipping service.

Ontrack Brisbane:

Suite 9, 28 Donkin Street
West End, Brisbane, QLD 4101
Free Consultation: 1800 316 658

Ontrack Melbourne:

Level 50, 120 Collins Street
Melbourne, VIC 3000
Free Consultation: 1800 316 658

Ontrack Sydney:

Level 10, 20 Martin Place,
Sydney, NSW 2000
Free Consultation: 1800 316 658

Ontrack Perth:

Level 29, The Forrest Centre, 221 St Georges Terrace
Perth, WA 6000
Free Consultation: 1800 316 658


Should I use data recovery software?

Will my data be safe?

Can Ontrack recover my data?

How much data can be recovered from a failed external/portable hard drive?

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What other types of devices does Ontrack work with?

Fixing an external hard drive