1.  What are the Stages of the Recovery Process?

Stage 1: Service Ticket

a) Open Service Ticket

The first step in the Data Recovery Process is to Open a Service Ticket via the Service Ticket System. This provides you with a Service Ticket Number to follow your job's progress and add comments for our staff.

Check the Preliminary Diagnosis section to select the appropriate service for your device. If you require additional help opening a service ticket then you are welcome to contact DDD and we will assist you however we can.

b) Service Ticket Open Notification

Shortly after opening a Service Ticket you will receive an email notification with your Service Ticket Number. This number is your reference for communication and payments made through DDD-Store.

c) Call to Arrange Appointment for Free Pickup

(Amsterdam Only)

If you are located in central Amsterdam (within the A10 ring, excluding Amsterdam North) please open a service ticket with your local address and contact us before 13:00 as we can often arrange same day pick up for your hard disk.

Stage 2: Reception

a) Device / Data Shipment

Once you've been notified with a Service Ticket Number you can follow the shipping instructions provided to transfer your Device / Data to DDD.

Instructions on how to prepare the disk/device for shipping can be found here.

Information on removing hard disks from PCs, Macs and Laptops can be found here.

b) Device / Data Arrival Notification

When your Device / Data arrives you will receive notification of arrival and the start of the Diagnosis Process.

Stage 3: Diagnosis

a) Diagnosis Process

Standard Data Recovery = Immediate Free Diagnosis ( No Data - No Charge )

Standard Diagnosis is usually completed within 24 hrs of Device/Data Arrival.

Advanced Data Recovery = Detailed Diagnosis ( € 80 )

Detailed Diagnosis is usually completed within 3 - 5 days of Device/Data Arrival.

b) Diagnosis Report

Upon completion of the Diagnosis a list of Recoverable Data along with the likely fault or failure are provided in a Diagnosis Report. The report summary includes a link to the appropriate Service Item in DDD-Store.

   Advanced Data Recovery: A Fault Class and Damage Factor will be assigned. The Fault class is determined    by the Failure Type and the Damage Factor is determined by the Recovery Processes required.

Stage 4: DDD-Store

a) Add Service Item to Cart

Confirm the Recovery Stage can commence by adding the Service Item (e.g. Class C, Deleted File Rescue) to your cart in DDD-Store. The Service Items are based on the amount, condition and integrity of the data to be recovered.

   Advanced Data Recovery: Apply the Damage Factor to the Service Item after you've added it to your cart.

b) Add Transfer Options to Cart

Select your preferred method of Recovered Data Transfer from the range of Storage Solutions available in DDD-Store or via your Old Media before paying for Data Recovery Services.

You can select a Free 4GB USB Capsule and/or 50% discount on a DDD-Drive Online Storage package.  For large amounts a range of larger USB Flash Drives and External Hard Disk Drives is available.

DDD-Drive Online Storage offers immediate transfer of 1 GB of Recovered Data with no physical shipping costs.

c) Add Old Media to Cart

(Optional)

If you would like your recovered data to be transferred to your old Hard Disk then please select Return Data on My Old Hard Disk if the Diagnosis Report indicates that it is still in good condition.

If the Diagnosis Report indicates your old Hard Disk can be reused and you would like it returned along with your new Storage Solution then add this item to your cart before checkout.

If, despite the condition, you simply want your device returned after diagnosis, you can also select this option.

d) Select Shipping Option

Select from the various shipping options available for your region or methods of Recovered Data Transfer.  Shipping prices are based on the total package weight and insurance level provided.  Shipping options and prices are determined automatically by the TNT price matrix based on your location.

If you chose DDD-Drive as the method of Data Transfer then you can select the DDD-Drive option with no cost.

e) Payment

Select from the various payment options available including; Credit Card, PayPal or Bank Transfer.

The PayPal payment option is integrated into DDD-Store so payment is made directly via your PayPal account. All Credit Card transactions are handled by PayPal via an Authorised Secure Server. Bank Transfer is the slowest payment method as it is subject to bank processing times which can take a few days.

Add your Service Ticket Number to the Add Comments About Your Order section before payment.

f) Payment Notification

As soon as your payment has been processed you will receive notification that the Data Recovery Process has begun and an estimate of when your recovered data will be available for download or shipment.

Stage 5: Recovery

a) Recovery Process

The Recovery Process rescues all the data indicated in the Diagnosis Report. In some instances the data may be partially corrupt after it is recovered. If possible these files will be repaired when testing the data integrity.

b) Recovered Data Transfer

Recovered data will either be transferred to a Free DDD-Capsule (4 GB USB Stick), transferred to a new hard drive or transferred to your old hard drive if it is still in good condition. Recovered Data can also be uploaded to a DDD-Drive Online Storage account for you to download directly. You can also choose a combination of these options and specify your most important data to be uploaded and the rest to be shipped.

More info on Recovered Data Transfer Options.

c) Recovered Data Transfer Notification

Once your data has been uploaded or shipped you will receive notification of this via email and in your service ticket. You can also specify if you wish to receive notification via SMS when your data is ready for download. Your Recovered Data is also stored at DDD for 14 days or until you indicate that it has arrived safely.

2.  What is Data Recovery?

Data Recovery is the process of salvaging data from damaged, failed, corrupted or inaccessible primary storage media when it cannot be accessed normally. Often the data are being salvaged from storage media formats such as hard disk drive, storage tapes, CDs, DVDs, RAID, and other electronics. This can be due to physical damage to the storage device or logical damage to the file system that prevents it from being mounted by the host operating system.   [ Wikipedia ]

3.  What has happened to my Hard Disk?

Hard Disk Drives are destined to fail, it is simply a matter of time before they do, but the loss of the drive's regular functions does not mean the data it contained is also lost. A non responsive hard disk may have suffered from any number of different failures that prevent the drive or your important data from being detected. Hard disk failures can range from errors in the drive's formatting to physical failure of the internal mechanism.

Many software failures can often be overcome if data is not completely overwritten. However, a physical failure such as a read head crashing into drive platters can be disastrous if it scratches the surface. In this case recovery is often difficult or sometimes impossible because data has been physically removed from the disk surface. To determine the extent of the damage and the potential of recovery the drive needs to be diagnosed in a clean room where it can be opened and its integrity assessed.

The electronic circuitry of a Hard Disk is also prone to failure and can often render the drive undetectable and the data on it unreadable. Nearly all types of electronic failure will prevent a hard disk from being detected correctly. Recovery of data from a drive which has suffered electronic failure is often successful as long as data has not been corrupted when the failure occurred.

Many times when a drive has suffered serious damage there is a very small window of opportunity to recover the data. If the drive is not responding then repeated attempts to establish contact can result in further damage.

The following conditions can render data inaccessible:

4.  What do I do Now?

If you have lost data or can no longer access a hard drive or storage device then the best thing you can do is STOP using the computer or device IMMEDIATELY.  Serious damage may only allow one last pass at the target data therefore it is critical that the drive is removed or disconnected from the computer as soon as possible. Power still flowing to the effected device may cause it to fail further if not removed.

Attempting to restart the computer can inflict further damage by forcing the drive mechanisms or overwriting data. To increase the potential of your data's recovery it is best to involve professional help as soon as possible.

Under no circumstances should you attempt to open a hard disk. Exposing the internal mechanisms to dust particles contained in ambient air can cause irreparable damage to the inner workings of the device and render the data irrecoverable. Hard drives should always be opened in clean room conditions to reduce the risk of further failure.

5.  How do I Remove my Hard Drive from my PC / Mac / Laptop?

Please proceed with caution as the hard drive is vulnerable to further damage and should be handled with extreme care. If you do not feel comfortable removing the hard drive from your computer you can ask someone that is more experienced with the inner workings of a computer. You can also take the computer to a PC repair shop to have the drive removed. It is a fairly standard procedure for a PC technician and should be relatively inexpensive.

If you choose to remove the hard drive yourself you should refer to your computer's manual for specific instructions on opening the case and removing the hard disk drive. If you don't have the manual handy you can try searching the internet with your computer's model number.

The fundamental steps to removing a Hard Drive are:

a) Disconnect all power to the computer, including laptop battery.

b) Remove the computer's access panel and locate the correct hard drive.

c) Unscrew the hard drive from the enclosure / housing.

d) Carefully disconnect the Power and Data cables.

e) Try not to bump the drive during the removal process and shipment preparation.

6.  Should I Remove my External HDD from its Case?

You can remove you External Hard Drive from its case if you like but it is not essential. Removing a hard drive from the enclosure can be quite troublesome for some models so it is best to leave it if you are not sure. When sending the drive in it's case be sure to include the Power Supply and cables in the package. If you have the original packaging it can be used to ship the HDD.

7.  How do I prepare my Hard Drive / Device for Shipping?

Your Hard Drive or Device should travel in first class comfort on it's way to DDD so that it does not suffer any further damage on it's journey.

Seal the Hard Drive in an anti-static bag (ESD: Electro Static Discharge) if available. New Internal Hard Drives usually come packaged in one of these. Aluminum foil can also be used if no ESD bag is available. External Hard Drives can be sent in their product box.

Secure the device so that it does not move around the box during transit. This can be done by packing the ends of the device in sturdy foam or egg carton. Ensure the sides of the device are not in contact with the box and pack the rest of the box with padding material. When sending more than one drive make sure they are not touching. Use a sturdy cardboard box, approximately twice the size of the Hard Drive. Padded envelopes can be used to ship Removable Devices such as USB Sticks and Memory Cards.

If you have any particular questions concerning shipping Contact DDD for further assistance.

8.  Worldwide Delivery and Tax Zones

DDD provides clients worldwide with Recovery Services and Storage Solutions. Our competitive Data Recovery Rates and Shipping Prices put Professional Data Recovery Services within reach of anyone, anywhere.

You can send us your Hard Drive from anywhere in the world. Recovered data can be returned to you either via DDD-Drive Online Storage or on a Free USB-Stick or Hard Drive and shipped via TNT. DDD ships recovered data and storage products with the appropriate TNT Shipping Service for your country. The package content can be insured and tracked whenever possible.

All Data Recovery Services for private customers in the EU are taxed at the same rate: 19%. Companies based in the EU are not charged tax on Data Recovery Services & Products if they provide a VAT, BTW, IVA, USt number or equivalent. Customers purchasing Storage Solutions or Data Recovery Services from outside the EU are not charged any tax but products may be subject to local tax and import duty.

9.  Ordering Tax Free for EU Businesses

If you are an EU business, based outside The Netherlands, with a valid Tax Number then you are not required to pay tax on goods or services from DDD-Store.  Private customers based outside the EU are also exempt from paying tax on goods or services through DDD-Store.  The following order method applies only to EU Businesses.

To place an order send an email to eub@diskdrivedoctor.com with your Company Details including:

a) Contact Person

b) Address (Shipping & Billing)

c) National Tax Number (VAT, IVA, TVA, USt, etc)

d) Model Number of Item(s) from DDD-Store (Including Quantity)

e) Preferred Payment Method (PayPal, Credit Card, Bank Transfer)

Once your request has been processed you will receive a Tax Free Invoice for your chosen payment method.

10.  What do System / Boot Errors Mean?

If a computer will not boot or load the operating system then it may have experienced a Hard Drive Failure.

Some of the messages that can be displayed when your system has a damaged hard disk drive:

Windows Disk Errors

11.  What can I do to prevent Data Loss and Hard Drive Errors?

a) Regularly Backup Important Data

By having your important data on another device, online or both you can always be sure that your important files are safe from harm and that you can pick up your work where you left it as soon as possible. It's handy to have more than one backup location for contingency purposes. With Backup Applications you can automate the process of backing up specific data to one or more locations regularly.  Certain folders or file types can be specified in backup jobs that can be scheduled or run manually.

DDD offers a wide range of Storage Solutions that, when combined with a good backup strategy, can help you avoid the devastating effects of loosing important documents, hours of work or years of memories.

b) Hard Drive Care

A Hard Drive is a machine with working parts and like any machine it possess the potential to fail. Like most machines Hard Drives require regular care and maintenance to ensure they are performing at their best. Neglecting a Hard Drive's health can lead to poor performance and early failure.

All Hard Drives, internal and external, large and small, require ventilation to remove heat generated during operation. Heat is one of the main causes for Hard Drive failure and incorrect ventilation is a large contributor. PC cases should be checked for adequate ventilation and for any inlet/outlet that is being blocked by dust. Laptops are extremely susceptible to heat damage and caution should be taken to not block or smother the ventilation ports. This can happen when the laptop is sat on pillows, blankets, bed sheets etc, especially for long periods. Using laptops out in direct sun for long periods should be avoided as it can significantly effect the internal heat levels.

Computers, especially laptops should be rested after long periods of use as many of the other components are also susceptible to heat which can build up faster than ventilation can remove it, particularly in warmer weather. There is a large amount of software available to read sensors on the cpu, motherboard and hard drive and display the temperature of each with indicated safe ranges. If your PC is prone to overheating you could consider installing an extra case fan to increase airflow and remove heat faster.

c) Hard Drive Maintenance

As a Hard Drive operates it writes new data to the free space on the drive. At the beginning of it's life there is plenty of free space so it can write new data at its fastest rates. As space on the disk begins to fill the Hard Drive looks for free space wherever it can find it and often it is not all in one place. This leads to fragmented files where parts of the same file are spread across different physical locations on the disk. When you access a file with fragments scattered across the disk the read head must move between the pieces leading to read/write delays and reduced performance. This is what often leads to increased noise coming from the drive when accessing heavily fragmented files.

While most operating systems are quite capable of dealing with fragmented files the benefits of having sequential file pieces and continuous free space on a disk make Defragmentation a worthwhile maintenance task. Defragmentation processes can be run manually or set to run in the background with speicalised software.

Free Defragmentation Software and other Clean-Up and Tweak Tools