We can recover data from these common issues:

  • No response when the external drive is connected to a computer
  • External 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

Over 30 Years in Business


Unrivalled Technology


Over 500K Recoveries


Global access to replacement parts


ISO5 Certified Cleanroom


Free Shipping*

*Excluding media over 1.5kg

Data Recovery Experts in External Hard Drives

An external hard disk drive typically consists of a hard drive (HDD) in a simple case with an external port that connects to a computer or other media devices.

External HDDs are portable, easy to use and have a high storage capacity but given their portable nature, they are more prone to physical damage than a hard drive installed inside your machine. When they fail or become damaged, Ontrack has industry-leading technology to help you recover your data.


We recover from all External HDD brands including:







Hitachi GST


Western Digital

Types of External Hard Drive Failure

There are 2 basic types of external hard drive failure 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 external hard drive 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 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 self debugging method
External hard drive recovery

Data Recovery Pricing

The prices we quote are all inclusive, and are the most you will ever pay for a data recovery service with us. We do not have any hidden fees, or escalated pricing for 'difficult' or 'special' cases.

Service Levels

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.


5-7 business days


2-4 business days


24/7 Until completion

Data Recovery Process

From initial consultation to ongoing support, we help businesses and consumers in any data loss situation – from simple to the most complex and catastrophic.

When business or personal data is lost, we understand that it can be a very frustrating and stressful time. That's why our data recovery process is straightforward and transparent, and we'll keep you up to date every step of the way.

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

Media Drop-Off Locations

If you prefer to drop off or collect your device, you can do so at our Hong Kong office.

KLDiscovery Ontrack Hong Kong

148 Electric Road 12/F, Unit 1203A, North Point

Free consultation: +852 3704 8688

Ontrack Hong Kong Office


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Ontrack Hong Kong engineer