My brand new HP Envy Notebook 13-aq0 will not recognise my Seagate external drive

[Jack_Field]

My brand new HP Envy Notebook 13-aq503na will not recognise my 1TB Seagate external drive when plugged into a USB  port, It works perfectly well on other computers.

It appears in "Device Manager" and "Eject Media but not in" Disk Manager" or "File Explorer".

I tried Virtual Agent and that told me to contact Seagate.....useless.

I tried the other USB port, nothing.

I turned off the computer, connected the drive and turned the computer on again, nothing

Any other ideas

Thanks

[banhien]

@Jack_Field 

Does your computer work with OTHER devices ? The specs of your machine is

    https://support.hp.com/sg-en/document/c06403804

which shows it has

• 1 USB 3.1 Gen 1 Type-C™ (5 Gb/s signaling rate, Power Delivery 3.0, DisplayPort™ 1.2, HP Sleep and Charge);
• 1 USB 3.1 Gen 1 Type-A (HP Sleep and Charge);
• 1 USB 3.1 Gen 1 Type-A (Data Transfer Only);
• 1 AC smart pin;
• 1 headphone/microphone combo

What is the model of your Seagate external drive ? Which port do you plug in to your machine.

Regards,

[Jack_Field]

Hi Banhien

Thanks for the quick response..

I tried both USB  A ports and neither worked

My HDD is a Seagate Free Agent  Go-Flex PN: 9ZQ2N1-500 1TB

[Jack_Field]

Sorry, forgot to mention, I've used both USB A ports for a keyboard, mouse and a SD card reader

[Jack_Field]

Sorry again.

Just done some more investigation and found that the HDD is recognised in Disk Managemet and is showing "On Line". It's just missing from File Explorer. I tried allocating it a Drive Letter but that option is grayed out ( the only options available are Help & Delete Volume).

While I've goy you, a cople of questions about the USB type A ports:

What does "HP Sleep and Charge" mean?

Which port is which?

Thanks again