Hardware Replacement
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Customer Data
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Order Data
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MM/DD/YY
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If you choose the value "other", please include your product description, language, version and edition in the comments field.
Hardware Questions
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Yes - Go to question 4
No - Test the product by connecting it to another USB drive. If the product is still not working properly, go to question 4.
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Yes ? It is necessary to install the most updated version. Please contact us again if the problem persists.
No ? Remove previous version, and install the most updated version. You can download the most updated version by visiting the Microsoft Download Center.

If you have already executed the steps listed above, go to question 5.
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Yes ? Go to the next question
No ? Synchronizing is necessary for the product to work properly.
If the problem persist, go to question 6.
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Yes ? Go to question 7
No ? You would need to replace the old batteries with new Alkaline 1.5v batteries (non-rechargeable). Confirm the correct polarity prior to replacing the batteries.
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Yes, problem persists ? Continue the process
Yes, problem not found ? Continue the process
No ? please execute test on a second computer
These cases are subject to a support case or physical damage validation that requires sending images. You will receive instructions on how to send your images via email.