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EHD / Whatever it is doing now / Slow, freezing, disconnecting

Crawling · freezing Explorer · keeps disconnecting

The external drive is slow, freezing or disconnecting. The drive is nearly done, and it is telling you politely.

A drive that opens a folder in a minute, freezes File Explorer or Finder while it thinks, copies at a crawl and then stalls, or disconnects and reconnects on its own is a drive retrying. Its heads are weak or its surface has bad sectors, and every read is taking the drive several attempts. USB bridges make it worse, timing out and resetting the drive mid-retry, which is the disconnect you see. On shingled portable drives the housekeeping falls behind and adds to it. None of it improves. It is a drive to image now, once, on equipment that can read it slowly and carefully, before it becomes a drive that does not read. One drive is £300 + VAT after the free look, fixed in writing, 3–4 days at the bench.

Free first lookOne fixed figure in writingNo data, no bill on most jobsReturn postage paid

Rather talk it through? An engineer answers the bench line
0800 6890668

Why a drive slows down before it stops.

Hard drives fail gradually more often than suddenly. A head weakens, the surface under it develops sectors the head can no longer read cleanly, and the drive's firmware does what it is built to do: it retries, re-reads, recalibrates and retries again, for as long as it takes. From the desk that is a folder that will not open, a copy that starts fast and dies, a progress bar stuck at 43 per cent. The drive is still returning good data; it is just taking ten times longer to return it, and the time is being spent on the weakest part of the surface.

An external drive adds a bridge to that, and the bridge has its own patience. When the drive takes too long the bridge resets it, the computer sees a disconnect, the drive reconnects, and the copy starts again from the same place. That loop can run all night. On the shingled drives inside most modern portables the firmware's background housekeeping falls behind as well, and a drive that was merely weak becomes a drive that cannot keep up with itself.

What harms a drive in this state is exactly what people do to it: a full scan, a defragment, a disk check, a recovery program working through every sector. Each is thousands of extra reads on the weakest heads. The bench reads the healthy regions once at full speed, then comes back for the weak ones in short passes with its own limits on retries and time, and, where the heads themselves are the problem, replaces them first.

What you see, and what it means.

Describe yours to us →
What you see The usual reason Where that leaves you
Opens folders slowly, copies stallWeak heads or bad sectorsImage now; good odds
Disconnects and reconnects during copiesBridge resetting a drive that is retryingImaged on a bench interface, not through the box
Freezes Explorer or FinderThe system waiting on retriesThe same
Fast at first, then crawling (portable)SMR housekeeping behind, or weak headsImage now, head by head
A soft tick with the slownessHeads on their way outHead work, then imaging
Slow only on one machineA weak port or cableTry one other; if fine, copy off now

From the box arriving to your files going back.

Work we have closed →
01

Logged the day it lands, and the first look costs nothing Free

A case number goes on it the day the parcel is opened, and an engineer settles what has actually failed before anything else happens. A drive that clicks or beeps is not powered again; one that spins is read on our own imaging equipment, never in a computer that will retry and time out and retry. Back to you come two things together: a straight note of what is liftable and what is not, plus one figure, fixed and written down. Accept it, or decline and owe us nothing.

Nothing to pay for lookingA single figure, put in writingNo hopeful power-ons
02

The enclosure and its board

Every external drive is two things: the drive, and the USB board that talks to it. The board is checked first, because a failed bridge, a snapped socket or a dead regulator is the whole fault on a good share of jobs, and because on WD's encrypted drives the board holds the key. Where the drive itself has stopped, it comes out of its case onto the bench.

Bridge, socket and power checked firstWD keys kept with their boards
03

The mechanics, in clean air

Stuck or failed heads are replaced with a matched set from a donor, seized spindles freed, and firmware faults corrected in the drive's service area from the terminal. The drive is not repaired to be used again; it is made to read once, in a single careful pass, and that pass is planned before it begins.

Head and spindle work on a clean benchFirmware and service-area repair
04

A full image, then the volume

Nothing is worked on live. The whole drive is imaged once, head by head and weak areas last, with reads timed to what the platters can stand, and the file system is put back together on the image. Encrypted volumes are unlocked there too, with the original board's key or the password you supply, and never on the original.

One careful image, head by headThe volume verified end to end
05

You see the file list before you pay

What was recovered is listed for you first, and only then does a bill exist. Approve the list and it is invoiced; turn it down and it is not — and where nothing has come back, most jobs carry no charge at all. Recovered data travels home on fresh media bought in for your job, with the postage at our end. Your case is not closed until you have opened the files on a machine of your own.

No charge until you accept the figureFresh media, supplied with the job3–4 days at the bench

From the bench

  • The scan is the enemy. Every tool that promises to check or repair the drive reads the weakest sectors thousands of times more than the bench would.
  • The bridge hides the truth. Through a USB box the drive looks like it disconnects; on the bench it looks like a drive retrying, and it is read with the patience the box did not have.
  • Slowness is the drive protecting what it can, and it is a warning with a short life. A drive that slowed last week is a drive to send this week.
  • Say what matters most. It is imaged first, while the drive is at its best.

One job, followed all the way through.

UK · EHD-2026-0476JOB LOGGED ✓

A WD My Passport 2TB that took twenty minutes to open a folder, and dropped out when it did

A small business's only copy of its accounts, on a drive that had slowed over a fortnight and now disconnected on every copy. The owner stopped, which mattered. On the bench one head was weak; the drive was imaged through its own board, healthy heads first at full speed and the weak one last over two nights. The accounts, the invoices and nine years of email came back whole.

100% of it recovered4 days here, and back by post
Illustrative example — replace with a genuine case

What helps, and what harms.

Do this much first

  • Stop using it the day it slows
  • Try one other port and cable, once
  • Tell us what matters most
  • Send it whole with its lead

What sets us back

  • Running a scan, a disk check or a defragment
  • Copying everything off in one go through the box
  • Leaving it plugged in overnight
  • Running the maker's diagnostic tool

Questions answered before you commit.

My external drive has suddenly become very slow. Is it failing?

Almost certainly. Slowness is a drive retrying reads on weak heads or bad sectors, and it does not improve. Stop using it and have it imaged once, properly.

It keeps disconnecting and reconnecting. Is it the cable?

Try one other cable and port, once. If it still disconnects, it is the drive retrying and the bridge timing out. Stop, and send it.

Can I just copy my files off while it still works?

If it copies at normal speed, yes, now, and retire the drive. If copies stall and it disconnects, every attempt reads the weakest heads again; send it and let the bench read them once.

What does it cost?

£300 + VAT for one drive after the free look, fixed in writing.

How long does it take?

3–4 days at the bench; a drive with many weak areas is at the longer end.

Nothing gets worse while it is unplugged.

Looking at it is free. Back comes a list of what opened and what did not, together with a single price to finish, set down in writing while you are still free to say no. Until that list reaches you, leave the drive unplugged.

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