Issues with movie files on external hard drive - cant copy them to other drives or play them through

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Raven77

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Oct 17, 2011
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EDIT >>>> I made a mistake and selected the "only answers" option. I am open to discussing this obviously and can provide further info.

I have an external 1tb Western Digital drive that has a large folder of movie files on it. Most files range from 500mb to 7gb. This drive is around a year old and these files have always played without issue prior to about 3 weeks ago. It SEEMS to correlate with when we upgraded (full wipe of everything but personal files) from Windows 7 to 10 but I cannot confirm that this is when the issue started.

The issues:

Certain movie files play for a while, maybe 1 minute, maybe 20, but eventually stop and cant be played any further. Sometimes you can skip past these "bad" segments. It is the same spots in the movies every time.

I cannot copy / paste the movies off of the external drive. The real time chart shows data transferring then depending on how long the movie takes to stop playing when watching, eventually the transfer drops down to 0mbs / second and sits there till it times out.

Right clicking on files (any files) on this drive leaves you with the spinning "loading" circle for sometimes over a minute before the menu pops up.

Doesnt matter which video player software is used.

Tried switching out new usb cables, etc.

I have no anti-virus except for what appears to be the built in monitoring that Windows 10 does.

What i've done:

- I've connected this external HD to my Surface Pro running Windows 8 and the same issue occurs
- I've ran check disk on the external drive from the command prompt as an administrator, NO ISSUES found
- I've ran every HD analyzing tool that I can find and nothing is wrong with the drive.


It basically seems as though, somehow, most of the movies I have on this drive have been corrupted. What I really want to know is how and why. I would also love a way to fix these files. I know for a fact that some are MKV files but I can't confirm just yet if it is only MKV files that have this issue until later tonight.
 
Solution
Hey there again, Raven77!

This seems very unfortunate! 🙁 Good luck with the backup of your files! Keeping my fingers crossed for you!
Once you have them, I'd strongly recommend you to check the warranty of your WD external here: http://products.wdc.com/support/kb.ashx?id=CMpqwW
If it's still covered, you should be able to RMA the product once you contact our customer support. Here are a couple of useful links that can assist you with the procedure:
Warranty policy: http://products.wdc.com/support/kb.ashx?id=BFlEKM
WD Support contacts: http://products.wdc.com/support/kb.ashx?id=psLN2E

Hope it helps. Best of luck!
SuperSoph_WD
Hey there, Raven77!

I'm sorry to hear about your movies on the WD External drive. 🙁 However, I'd agree with @popatim and ask you to use a diagnostic tool, instead of chkdsk. More specifically, I'd advise you to use WD's Data LifeGuard Diagnostics for Windows. Running both the QUICK and the EXTENDED tests will help us determine the health and SMART attributes' status of the HDD. Here's a link to the software: http://products.wdc.com/support/kb.ashx?id=0b5aVx]

I'd also suggest you to copy those movie files to your PC/laptop and try streaming them the internal HDDs. If the issue with the files persists and they still skip/lag, then the issue is most definitely coming from file corruption.

Keep us posted though. :)
SuperSoph_WD
 
Hey there again, Raven77!

This seems very unfortunate! 🙁 Good luck with the backup of your files! Keeping my fingers crossed for you!
Once you have them, I'd strongly recommend you to check the warranty of your WD external here: http://products.wdc.com/support/kb.ashx?id=CMpqwW
If it's still covered, you should be able to RMA the product once you contact our customer support. Here are a couple of useful links that can assist you with the procedure:
Warranty policy: http://products.wdc.com/support/kb.ashx?id=BFlEKM
WD Support contacts: http://products.wdc.com/support/kb.ashx?id=psLN2E

Hope it helps. Best of luck!
SuperSoph_WD
 
Solution



Thank you so much! You've been a great help to me.
 
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