FAQs

Find answers to some frequently asked questions (FAQs) on data recovery here. If you don’t see the answer you’re looking for, please contact us and we’ll be happy to discuss your query further.

Why did my hard drive fail?
Hard drives can fail for a number of different reasons such as electrical problems, unintentional poor handling, mechanical deterioration, computer viruses, etc. Of course data loss can also be caused by human error such as accidental file deletion. Hard drive issues can be divided into two categories: logical and physical. Logical damage can be caused by formatting problems, file structure corruption, or simply when files have been deleted. In these situations, the drive itself is not physically damaged, but the data on the drive has been rendered inaccessible. Physical failures occur when a drive itself is mechanically or physically damaged. Data recovery from physically damaged hard drives may involve modifying or replacing failed or damaged components, using specialized hardware and software tools.

What about privacy?
We know how important your privacy is to you, and it is something we take very seriously. Because a hard drive or USB key can have a lot of personal information on it, we have instituted a number of policies and procedures to make sure it stays private. When you leave your device with us, you can be sure we will treat it as if it were our own.

• The evaluation and recovery process is conducted in a secure workspace with controlled access to ensure the confidentiality of your data at all times
• All data is treated as sensitive and is accessed only by necessary personnel for the purposes of evaluation and recovery only
• Your recovered data is stored on our secured systems for 5 business days, allowing time for you to verify the data integrity and transfer it back to your system/device. It is then overwritten using a sector-by-sector data destruction utility with pre-determined characters, thus ensuring complete data destruction – even we couldn’t get it back after this step!

What happened to my memory card?
The loss of photos from your digital camera can certainly be distressing. Unfortunately, due to their small size, frequent use, and portability, memory cards are especially vulnerable to failure. Data loss from a memory card is usually caused by either accidental formatting or deletion or physically failed hardware. If you can’t access the photos on your memory card, it is really important that you stop using it immediately; failure to do this could lead to irreparable data loss.

Can I post my drive to you?
Certainly! Get in touch with us first and make sure you pack the drive really well.

What is the data recovery process?
Data recovery is split into two stages: evaluation and recovery.

During the evaluation stage, one of our data recovery specialists will carefully inspect your device or media in order to diagnose the issue. Although each case is unique and depends on the type of damage and device or media being checked, an evaluation usually involves mechanical and electrical diagnostics, creating a sector by sector copy, and finally assessing data integrity. We will then inform you of your data’s prognosis along with other information such as if any parts will be necessary for a successful recovery and the costs involved. Once we have received your authorisation will we proceed with the process of recovering your data and will send you a file listing when it is completed.

For mechanical damage, failed or compromised parts are replaced in a clean environment using exact replacement parts to ensure compliance with manufacturer requirements. Some examples of parts that fail are read/write heads and assemblies, magnets, motors, and logic boards.

Once data has been extracted, it is then copied to a drive provided by the customer, or purchased from us.

How much does it cost to look at my device?
When you drop off your device, one of our technicians will perform a diagnostic report in order to determine the nature of the issue. The cost for this service is $65 (incl. GST) and you will be provided with a copy of the diagnostic report which includes a quote for the recovery. At that point you can decide if you would like to proceed. We won’t do any work without first getting your authorisation. If further parts are needed, you will be contacted before we proceed.

How long does the data recovery process take?
On our standard service, evaluation will take 2 to 3 days depending on the complexity of the recovery. Recovery time will depend entirely on the severity of the fault and how much work is required to recover the data. In most situations our aim is to complete recoveries within two to five days, but as stated, there are a number of variables that can affect this. Our priority service is available with a typical turnaround time of 3 to 5 days total in most situations. Please ensure you inform us if the recovery is time-critical. In some extreme cases involving severe media failure/damage or the requirement for specialised spare parts the timeframes listed above may be increased as we have to source an exact match for your components.

NOTE: The above timeframes do not refer to priority and emergency services and are only a guide for standard service turnarounds.

How much is this going to cost?
Because the total cost of a data recovery job is dependent on so many variables – from the size of the hard drive, or other media, to the severity of the data loss, we can’t give you an exact figure until we have examined your device. Costs generally range from $325 (incl. GST) to $425 (incl. GST) included) for drives that have no mechanical or electrical issues.

Do I get charged if you cannot recover data?
“No Recovery – No Charge”. If no files or only very limited files can be recovered or you choose not to proceed with the recovery after evaluation, there will be no charge for the recovery. For cases of a small number of deleted files or folders, a minimum charge may still apply, we will confirm this with you before we start working on your drive.

This excludes any priority fees and fees for specialised work/parts as outlined in the diagnostic report. These fees will need to be paid before the recovery process is undertaken.

Have a question not listed here? Contact us and we’ll do our best to give you an answer!

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