Frequently Asked Quesons
For help setting up and using your Seagate hard drive, review the frequently asked questions below. For
additional support resources, go to Seagate customer support.
All users
Problem: I’m enabling security, and I get an “Incorrect code” error
when I enter my secure code (SID)
Q: Did you correctly enter uppercase letters?
A: The secure code (SID) provided by the factor is case-sensitive. Letters that appear in uppercase on the
insert in your package must be entered in Toolkit in uppercase:
Q: Are you enabling security after formatting the drive?
A: If you disabled security and then later formatted the drive, you’ll have to go through the security setup
sequence again. You’ll be prompted to enter the secure code (SID)—however, you should enter the
password you created when you initially enabled security, and not the secure code found on the insert
included with your package.
Problem: My file transfers are too slow
Q: Are both ends of the USB cable firmly attached?
A: Review troubleshooting tips for cable connections below:
Check both ends of the USB cable and make sure that they are fully seated in their respective ports.
Try disconnecting the cable, waiting 10 seconds, and then reconnecting it.
Try a different USB cable.
Q: Is the hard drive connected to a Hi-Speed USB 2.0 port on your computer or hub?
A: If your hard drive is connected to a Hi-Speed 2.0 port or hub, the inferior performance is normal. Seagate
Backup Plus Ultra Touch performance will improve when it is connected to a USB 3.1 port or a SuperSpeed
USB 3.0 port. Otherwise, the device operates at slower USB transfer rates.
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