FAQ
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FAQ
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A USB drive not recognized by Windows or Mac OS is a hardware or software problem that prevents the operating system from detecting and mounting the storage device. According to Ontrack data recovery data (2024), approximately 35% of USB drive failures are software-related (file system corruption, partitioning error), while 65% are related to physical failure of the internal controller or NAND components.
The most frequent causes are:
- Partitioning problem – The partition table is corrupted or missing, making the drive unreadable without damaging the data.
- Incompatible or corrupted file system – An interrupted format or incorrect ejection can corrupt the file system (FAT32, exFAT, NTFS).
- Internal controller failure – The USB drive's controller chip is damaged, preventing any communication with the USB port.
- Obsolete or faulty USB driver – Under Windows, a corrupted USB driver can block device detection.
A USB drive that is recognized but inaccessible is a storage device detected by the operating system, visible in the Device Manager or File Explorer, but whose contents remain unreadable or inaccessible.
Two main causes explain this problem:
- Software partitioning issue — The partition table or file system (FAT32, exFAT, NTFS) is corrupted, making the data unreadable without physically damaging the media.
- Physical failure — The NAND memory chips or the USB controller are damaged, preventing any reliable communication between the drive and the operating system.
An unusual noise from a hard drive — repetitive clicking (« click-click-click »), screeching, or dull thumping — indicates an internal physical failure, most often involving the read/write heads.
Two main causes are identified:
- Defective read/write heads: they can no longer read the magnetic platters, producing a characteristic clicking sound and preventing the drive from initializing.
- Damaged platter surface: scratches or defective areas generate a screeching noise and make data reading impossible.
Key point: Any abnormal mechanical noise from a hard drive indicates a hardware emergency. Each additional startup cycle worsens the damage and reduces the chances of data recovery.
Data privacy refers to all the technical and contractual measures ensuring that the information collected is only accessible to authorized individuals and used solely for its intended purposes.
All recovered data is treated with strict confidentiality, in accordance with the requirements of the General Data Protection Regulation (GDPR), in effect since May 2018 in the European Union. Our concrete commitments include:
Key commitment: The protection of your data is not an option — it is a contractual and ethical obligation integrated into each of our interventions.
Magnetic tape data recovery rates vary depending on four main factors: the type of tape (LTO, DLT, DAT, 8mm, etc.), the backup format used, the physical condition of the tape, and the volume of data to be recovered. A personalized quote is established after a free, no-obligation initial analysis, allowing for a precise evaluation of the feasibility and cost of the intervention.
Factors influencing the recovery rate
- Magnetic tape type: LTO (generations 1 to 9), DLT/SDLT, DAT (DDS), 8mm, QIC — each format requires specific equipment and expertise
- Backup format: native backups, third-party software (Veritas, Arcserve, Bacula, etc.) or proprietary formats
- Physical condition of the tape: tape in good condition, degraded, stretched, or physically damaged
- Data volume: capacity ranging from a few GB to several TB depending on the tape generation
Good to know: The initial analysis is carried out without obligation. The final quote is communicated before any recovery work begins.
Our clients give us a rating of 4.5/5 on the Verified Reviews platform (249+ verified reviews). Testimonials highlight the speed of the diagnosis (less than 3 hours), the transparency of the pricing, and the quality of support throughout the process.
Our laboratory is open Monday to Friday from 9:00 am to 12:00 pm and from 1:30 pm to 5:30 pm. Outside of these hours, an appointment can be arranged upon request. Our 24/7 emergency phone service is available for critical situations.
SOS Data Recovery (Tesweb SA) is CyberSafe certified and a CyberSafe partner by the cyber-safe.ch association after a comprehensive security audit. We are also authorized to process confidential federal data and are Swiss Label certified. Our laboratory operates under a laminar flow hood certified ISO 5 according to the ISO 14644-1 standard.
SOS Data Recovery (Tesweb SA) is CyberSafe certified and a CyberSafe partner by the cyber-safe.ch association (complete security audit), authorized for the processing of confidential federal data, Swiss Label certified, and operates an ISO 5 certified laminar flow according to the ISO 14644-1 standard. The company has been active since 2006 and has processed over 11,300 media. Our customers give us a rating of 4.5/5 on Verified Reviews (249+ reviews).
Your media is sent to our laboratory within 24 hours. Our team performs a free diagnosis in less than 3 hours, determines the nature of the failure and the chances of recovery, and then sends you a detailed quote. No intervention is carried out without your agreement.
An encrypted backup tape is a tape whose data has been encoded using a cryptographic algorithm, requiring a specific key or software to access the original content.
Here's what happens depending on your situation:
- You have the decryption key or the original software: Data restoration is possible with a high success rate. Our technicians use your decryption tools to access the data before proceeding with the recovery.
- You no longer have the key or the software: Recovery is still technically feasible in some cases (weak encryption, partially accessible metadata), but becomes significantly more complex, and results cannot be guaranteed.
- Strong encryption without the key (AES-256, etc.): Without the cryptographic key, recovering the encrypted data is currently impossible, regardless of the service provider.
80% of the total amount is only charged if your data is actually recovered. Only the basic fees (analysis and labor) remain due. You will know the exact amount before any intervention thanks to the quote provided after the free analysis.
If your data is recovered, you pay the agreed-upon price. If the attempt fails, only the attempt fee is charged — with no recovery fees. Your media is returned to you intact.
Identifying the original backup software is not necessary to initiate a restoration. Through a hexadecimal analysis of the raw tape content, our experts can identify the software used during the initial backup—such as Veritas Backup Exec, Arcserve UDP, Veeam Backup & Replication, or Symantec NetBackup.
Each backup solution leaves a unique structural footprint in the data: proprietary headers, metadata blocks, indexing sequences. This digital signature allows us to reconstruct the exact technical context and adapt our restoration tools accordingly, even without documentation or access to the original system.
Unknown tape content identification is a technical analysis process used to determine the format, codec, and data stored on magnetic or digital media, without requiring the original software or associated documentation.
We perform a comprehensive initial analysis to identify the contents of your tape. This procedure includes:
- Format Reading and Detection – Identifying the tape type (DAT, DLT, LTO, U-matic, etc.) and the encoding system used
- Metadata Extraction – Recovering header information to determine the original software or system
- Diagnostic Report – Providing a detailed report specifying the identified content and available recovery options
According to industry data, more than 80% of tapes without documentation can be identified through analysis of format signatures and embedded metadata.