Advice for Recovering Data
What to do, and what never to do, when a drive, SSD, USB stick or memory card stops working.
In short
When you lose data, the first minutes count: switch off the device, do not install or run recovery programs, never open a hard drive outside a cleanroom and ask for a diagnosis before trying anything at all. Each attempt can damage what could still be recovered.
First steps
Stop using the device. If it makes noise or is slow, switch it off now.
No recovery programs, no operating system, no chkdsk: they can write over the data.
A hard drive is only opened in a cleanroom. Dust on the platters can make the damage irreversible.
Make the online request: diagnosis in 2 hours* and free collection in mainland Portugal.
* For hard drives and SSDs, in order of arrival and within opening hours (12 hours for USB sticks and cards).
What to do in each case
The drive makes clicks or noises
Switch it off now and do not switch it on again. The clicks are almost always the read heads: each attempt can scratch the platters where the data is.
Hard drive ›The drive or the laptop was dropped
Even if it seems to work, do not use it for work. If it makes noise, is slow or is not recognised, switch it off.
External drive ›You deleted files or formatted the drive
Stop using the drive: each new file can write over the deleted ones. Do not install recovery programs on that drive.
Deleted files ›The SSD has disappeared or does not boot
Switch it off. On an SSD, what was deleted can be wiped by the drive itself shortly afterwards, while it is switched on.
SSD ›The USB stick or the card asks to be formatted
Press Cancel and do not format. Remove it and do not save anything else on it (on a memory card, stop taking photos).
USB sticks and cards ›The RAID or the NAS has stopped working
Do not rebuild the RAID, do not initialise the drives and do not swap drives between positions. Switch off and identify each drive by its position.
RAID and NAS ›The files have been encrypted (ransomware)
Disconnect the computer from the network, do not pay the ransom and do not delete the encrypted files. For companies, there are 72 hours to notify the CNPD.
Ransomware ›The Mac does not boot
Switch it off and do not reinstall macOS or erase the disk in Disk Utility. On Macs with a soldered drive, contact us before sending it.
Mac ›What you should never do
- Opening a hard drive outside a cleanroom.
- Putting the drive in the freezer.
- Running chkdsk or “repair” programs on a drive with a fault.
- Formatting when the computer asks you to.
- Rebuilding or initialising a RAID.
- Paying the ransom in a ransomware attack.
- Replacing the circuit board (PCB) with one bought on the internet.
- Insisting on switching on a drive that makes clicks.
Frequently asked questions
Can I try to recover the data with a program?
In mild cases (deleted files on a drive, USB stick or card that works normally) you can try with a free program, following the rules in our article on free applications. If the drive makes noise, is not recognised, is slow or is an SSD, no: switch it off and ask for a diagnosis.
Does putting the drive in the freezer help?
No. It is an old myth: the cold creates humidity inside the drive and can damage the platters and the heads for good.
How long do I have to recover the data?
On a hard drive that is switched off, the data stays there as long as it is not written over. On an SSD, what was deleted can be wiped by the drive itself shortly afterwards, so switch it off as soon as possible.
The drive was dropped but still works. What do I do?
Do not use it for work. If it is behaving normally, first copy what matters most to somewhere else; if it makes noise, is slow or gives errors, switch it off and do not insist.
How do I send the device to the laboratory?
Fill in the online request. Collection is free in mainland Portugal for hard drives, SSDs, RAID and NAS; USB sticks and cards are sent with the carrier of your choice or dropped off at the laboratory, in Carcavelos.
Lost your data?
Whether it is a failed hard drive, corrupted files or accidental deletion, our specialist team is ready to help. Do not let data loss hold you back.
