General Troubleshooting
Unable to access Wi-Fi
Drive not writable
Drive not available
Make sure that your computer and mobile device are connected to the same Wi-Fi network
Reset Password
General Troubleshooting
You may encounter unexpected errors while using the Mobile Backup application. The following suggestions are basic troubleshooting steps that in many cases can resolve general issues. Many of these steps may be recommended within the specific error messages as well.
Verify that the computer and the phone or tablet are on the same network.
Verify that the computer and the phone or tablet are on NOT on a guest network.
Disable any VPNs.
Directly connect the drive to the computer (no hubs, expansion ports, etc.).
Verify that the drive actually works by dragging and dropping any file to the drive.
Reboot all devices (phone or tablet, modem, router, computers, etc.).
Temporarily disable the firewalls on the computer.
Make sure you are signed into both the mobile app and Dashboard with the same login credentials.
Log out of the Dashboard software (on the computer) and app (on the phone or tablet), then log back into both.
Try the mobile app from another phone or tablet.
Try the drive (and Dashboard) on another computer.
Try a different compatible drive (if applicable).
Reinstall the mobile app.
Reinstall the Dashboard software.
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Error/Message: Unable to access Wi-Fi
Cause: App is unable to communicate through Wi-Fi.
Solution(s):
- Verify that the computer and the phone or tablet are on the same network.
- Verify that the computer and the phone or tablet are on NOT on a guest network.
- Reboot all devices (phone or tablet, modem, router, computers, etc.).
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Error/Message: Drive is not writable
Cause(s):
- The formatting of the drive.
- Disk Permissions.
- Communication error with USB port.
Solution(s):
- If you are on an Apple computer, make sure that the drive is not encrypted and that it is formatted MacOS Extended Journaled, or make sure that you have the included NTFS driver installed on your machine.
- If you are using this drive with Time Machine, try dragging and dropping a file to the drive. If you are prompted to enter your password, then the issue is due to Disk Permissions. Time Machine volumes after 10.9.4 are dedicated to Time Machine backups and can’t be used for other activities.
- Sometimes communication with the USB the port can cause this issue as well. Try the following:
a) Delete the plan from the app.
b) Turn the computer completely off.
c) Unplug the drive from the computer.
d) Restart the computer with the drive unplugged.
e) Plug the drive into a different port.
f) Try to create a new backup plan on the app.
b) Turn the computer completely off.
c) Unplug the drive from the computer.
d) Restart the computer with the drive unplugged.
e) Plug the drive into a different port.
f) Try to create a new backup plan on the app.
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Error/Message: Drive not available
Cause(s):
- Computer is asleep or hibernating.
- Communication error with USB port.
Solution(s):
- Make sure that the computer was not sleeping or hibernating.
- Sometimes communication with the USB port can cause this issue. Try the following:
a) Delete the plan from the app.
b) Turn the computer completely off.
c) Unplug the drive from the computer.
d) Restart the computer with the drive unplugged.
e) Plug the drive into a different port.
f) Try to create a new backup plan on the app.
b) Turn the computer completely off.
c) Unplug the drive from the computer.
d) Restart the computer with the drive unplugged.
e) Plug the drive into a different port.
f) Try to create a new backup plan on the app.
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Error/Message: Make sure that your computer and mobile device are connected to the same Wi-Fi network.
Cause(s):
- The devices are not on the same network.
- The firewall may be preventing proper communication.
Solution(s):
- Verify that the devices are on the same network.
- Temporarily disable your firewall.
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Resetting Password
There are some login credentials associated with the Seagate Dashboard software. Here are the ways to reset a password if needed.
Mobile Backup:
- Launch the Seagate Dashboard software.
- Click the Mobile backup option.
- Click Forgot your password.
- This will take you to a website allowing you to reset your password.
Cloud:
- Launch the Seagate Dashboard software.
- Select Add Cloud in the bottom left-hand corner.
- The various cloud options will be available.
- Select the cloud.
- You should see a section allowing you to reset your password.
Note: Look for “Help,” “Forgot Password,” or “Can’t access account.”
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