:Internal Only/SOP/Hard Drive Issues

Hard Drive Troubleshoot

Purpose

This procedure provides guidance about how to troubleshoot hard drive issues. ==Procedure== Hard drive issues may occur in the NVR/DVR if it is unformatted, unrecognized, etc. There are multiple troubleshooting steps/questions that can be done to diagnose and determine hard drive issues with the objective to resolve the issue. These are:

1. Turn the recorder off.

2. Open the cover of the recorder.

FAQ

Look for	Solution
1.       Check if there is anything that is obstructing/shorting the HDD	If a wire is shorting the HDD, move it away from the HDD. Remove any other obstructions. The HDD may also be loose and incorrectly mounted and would need to be correctly mounted.
2.       Check if the HDD is plugged in.	If not, plug in the HDD and power on the system and see if the HDD vibrates and is recognized.
3.       If the HDD is still not spinning or being recognized	If it doesn’t then make sure the system is powered on and properly powered via the correct power adapter (amperage/voltage). If the fan isn’t spinning try to manually spin it and see if it works, then.  If not RMA it provided it is under warranty otherwise it would be an out of warranty replacement at the discretion of customer service. Watchdog troubleshooting must have been.
4.       If the system still rebooting with the HDD unplugged	Perform Watchdog troubleshooting (as that could be the cause and not necessarily the fan). If the cover isn’t off, try taking the cover off If not RMA it provided it is under warranty otherwise it would be an out of warranty replacement at the discretion of customer service. Watchdog troubleshooting must have been.
5.       One of the HDD’s isn’t being recognized	If the system has multiple HDD bay’s try swapping around the hard drive positions with the working hard drive. Also try swapping around the Sata data/power cables if possible. Make sure the cables are properly plugged in and firmly seated. Check and see if the HDD is also vibrating on system boot-up to see if it is getting power.
6.       If the system is rebooting with the HDD plugged in	Perform Watchdog troubleshooting (as that could be the cause and not necessarily the HDD). Also attempt to format the HDD. If it continues to reboot RMA it provided it is under warranty otherwise it would be an out of warranty replacement at the discretion of customer service. Watchdog troubleshooting must have been.
7.       System is showing no disk message or H message	Please follow the above steps as the HDD isn’t being recognized or there is a possible HDD issue (unrelated to it being recognized)
8.       System is showing a HDD space error	If the system is still recording and overwriting, please disregard this message (could be an older firmware). Always make sure the customers are on the latest firmware available for their NVR/DVRs.
9.       SMART status error or SMART warning for the HDD	HDD may be nearing possible failure. The customer can try re-formatting the HDD and seeing if the SMART warning/error goes away or they may have to have the HDD replaced (depending on customer segment). If the SMART status error or warning persists depending on the customer segment it may need a RMA of the HDD or the system.
10.   If the system boots with the HDD disconnected	If the system boots with the HDD disconnected it could indicate that there is a problem with the current HDD. If it is an older ECO model you may have to disconnect all the cameras from the rear of the unit and see if it boots up then (Watchdog troubleshooting) and try to attempt to format the HDD to resolve the issue (would need to boot with the HDD connected).