When logging into your new Defender device you may receive a message stating that either the drive is not accessible or that the device has not auto-mounted. This error is caused by the device storage partition not properly formatting during the setup process. To correct this, please follow the steps below for either use on a Windows or Mac system.
- When logged into the device you will see that the storage partition appears grayed out (in this case “Removable Disk E”).
- If you select the drive you will be asked whether you would like to format the device. Select “Format Disk” and wait for the popup to appear.
- Once the pop-up appears, leave all options to the defaults and verify that the option “Quick Format” is selected.
- Select “Start” and the format process will begin. You may be asked if you are sure you would like to proceed and you will need to select “OK”.
- When the format has completed, you will then be able to start saving your data to the device.
- When logged into the device you will receive a message stating “Security Partition is not auto-mounted.”
- When this message is received, leave it open and locate the drive “SecureUSB” located within “Disk Utility”.
- When the drive is located, select “Erase”. On the pop-up that appears at the top of the screen, leave the settings on the defaults and select “Erase”.
- When the device has been formatted successfully you will need to select “Done”.
- Lastly, go to the error message of “Security Partition is not auto-mounted.” and select “Retry”. The error should no longer appear and you will be able to save your data to your device.
If you have any questions regarding these steps or require more assistances, please contact our support team at 1-508-376-4245 option 2 or email us at firstname.lastname@example.org.