Sending a drive for data recovery? How to prepare

When a hard drive, SSD, memory card or laptop fails and the files on it matter, the most useful thing you can do is often the least dramatic: stop, write a few things down and get the device to a recovery lab in the same state it is in now. A little preparation makes the assessment quicker and more accurate, and helps make sure the files you care about most are the ones that come back. This guide covers what to do before you hand over a failed device, whether you are a home user or a small office.

First, stop trying to fix it

Most avoidable data loss happens between the moment a device fails and the moment it reaches a lab. Before anything else:

• Stop powering it on if it clicks, grinds, beeps, hums or is not recognised. Each attempt can add damage.
• Stop running software. Repair tools such as CHKDSK or Disk Utility First Aid, and recovery programs scanning a failing drive, can make things worse.
• Do not format, initialise or reinstall anything, even if the computer suggests it.
• Do not open the drive or swap parts. Hard drives must only be opened in a clean environment.
• Do not write anything new to the device, including recovered files. If you deleted something by mistake, every new file saved risks overwriting it.

Write down what happened

Engineers diagnose faster when they know the history. Spend five minutes noting:

• What the device is: make, model and capacity (from the label, if you can see it without taking anything apart), and what it was used in.
• What happened and when: a drop, a power cut, liquid, an update, a sudden shutdown, or a gradual slowdown over weeks.
• What it does now: any noises, lights, error messages or how the computer sees it. A photo of an error message on screen is ideal.
• Everything that has been tried: software run, cables changed, whether anyone opened it, whether it was put in the freezer. Be honest; this is not about blame, and it can change how the drive is handled.
• For RAID and NAS systems: the make and model of the NAS or server, the RAID level if you know it, which disks failed and in what order, and whether any disk was replaced or a rebuild was started. Label each disk with its bay number before removing it.

Make a priority list of files

A recovery may produce everything, or it may be partial if the media is badly damaged. Telling the lab which files matter most lets the engineer target those areas first. Be specific:

• Folder names and locations, for example “Documents\Accounts 2026” or “Pictures\Wedding”.
• File types, such as .docx, .xlsx, .pst, .jpg, .mov or accounting data files.
• Approximate dates and sizes, if you know them.
• Anything you already have elsewhere (in a backup, email or the cloud), so time is not spent on it.

Before deciding something is lost, check whether copies exist in OneDrive, iCloud, Google Drive, email attachments or an old backup drive. Sometimes the most important files are already safe.

Gather passwords and encryption keys

Many modern devices are encrypted, and data recovered from an encrypted drive is unreadable without the right key. Look for these before handing over a device:

• BitLocker recovery key for Windows PCs and laptops. It is often stored in the Microsoft account used on the computer, or with your organisation’s IT administrator.
• FileVault recovery key or Mac login password for Macs.
• The password for any encrypted external drive, USB stick or VeraCrypt volume.
• The passcode for a phone or tablet.
• The Windows or Mac user account name, so the right user folder can be prioritised.

Keep these somewhere safe and share them only with the lab once you have decided to go ahead, using whatever secure method they ask for.

What to send and what to keep

• External drives: send the whole unit, including its enclosure and power adapter if it has one. Some drives encrypt data using the enclosure’s circuit board, so the bare disk on its own may be unreadable.
• Laptops and desktops: ask the lab whether to send the whole computer or just the drive. Many recent laptops and Macs have storage soldered to the board, so the whole machine is needed.
• NAS and RAID: send all the member disks, labelled, including any that you believe have failed.
• Memory cards and USB sticks: put them in a small case or envelope so they cannot snap or be lost.

Pack drives in anti-static bags with plenty of padding, and never post a hard drive loose in an envelope. If you have a healthy external drive large enough to hold the recovered data, mention it, as the recovered files will need to go somewhere.

Small offices: a few extra steps

If the device belongs to a business, tell the lab whether it holds personal data about customers or staff, and note who is the main contact for decisions. Record which machine or server it came from, and keep any failed equipment out of use so nobody “tests” it in the meantime.

Ready to send your device?

You can read how we handle each case on our data recovery process page, or request a quote through our quote form. Every device receives a free assessment with no obligation. If you are not sure what to do with a failed drive, call Data Retrieval on 020 7064 4996 and we will talk you through the next step.