Frequently Asked Questions (FAQ)


    IMPORTANT: Always keep multiple backups of your data.


    General Questions

    1. How fast is the interface of my drive? (USB 2.0, eSATA, FireWire)
    2. What is my drive formatted to?
    3. Is my drive compatible with Macs?
    4. Do I need to turn off the hard drive when my computer is off?
    5. I want to change my operating system, will my drive still be recognized?
    6. I lost the installation CD.
    7. Do I need drivers to use the external drive?
    8. Can I reformat / partition the external drive?
    9. I lost an accessory (power adapter, cable, etc.).

    Troubleshooting

    1. The drive disconnects in the middle of a file transfer.
    2. My computer is not detecting the drive.
    3. I hear steady clicking noises when I turn on the drive.
    4. I think my drive crashed.
    5. The drive keeps turning on and off by itself.
    6. My Mac cannot access the external hard drive.
    7. The drive does not work with eSATA but it works with USB 2.0.
    8. The drive is recognized by the Device Manager in Windows, but it does not have a drive letter.
    9. When transferring files to a new and empty drive, I get a message saying there is not enough disk space.
    10. Why does the total capacity appear to be less than advertised?
    11. My operating system will not allow me to safely remove the drive.
    12. Why does Windows say a high-speed device is plugged into a low-speed port?

    Rebate

    1. How do I find my rebate status?
    2. When can I expect the rebate check?
    3. May I use the packing slip instead of the receipt when I send in my rebate request?
    4. Where can I find the "Claim Number"?

    Warranty & RMA

    1. Where can I find Cavalry's warranty policy?
    2. Is shipping covered with my RMA?
    3. Does Cavalry cover data recovery?
    4. How can I check the RMA status?
    5. Why haven't I received an RMA response by email or phone?
    6. What is the turnaround time for my RMA?
    7. I haven't received the replacement in the alotted time.
    8. Is there a charge for repairing my RMA?
    9. How can I check if my device is still under warranty?



    1. How fast is the interface of my drive? (USB 2.0, eSATA, FireWire)
      Below is a table of the maximum transfer rates of the available interfaces. The actual speed will, of course, be limited to the speed of your computer, the type of files being transferred and the speed of the internal drive. The "Mbit/s" measure is "megabits per second" (not "megabytes"). 1 byte is equivalent to 8 bits.
      • USB 1.1 - 12 Mbit/s
      • USB 2.0 - 480 Mbit/s
      • USB 3.0 - 4,800 Mbit/s (4.8 Gbit/s)
      • eSATA / SATA II - 3,000 Mbit/s (3.0 Gbit/s)
      • FireWire 400 - 400 Mbit/s
      • FireWire 800 - 800 Mbit/s


    2. What is my drive formatted to?
      For your convenience, most of our external hard drives are preformatted to NTFS for Windows PC users.
      An exception is the CACE Series drives that are formatted to HFS+ specifically for Mac users. Also, the CAND Series NAS drive is formatted to ext3, which should not affect users across the network.


    3. Is my drive compatible with Macs?
      Macs can read and write only on drives that are formatted to HFS+ or FAT32 (called "MS-DOS" on Mac). Currently, only the CACE Series is preformatted to HFS+. However, any hard drive can be reformatted to HFS+ or FAT32 with "Disk Utility" on your Mac. Drives formatted to NTFS can be read in Mac OS X but not write to it. Reformatting your drive will erase all data on it.


    4. Do I need to turn off the hard drive when my computer is off?
      It is not necessary. Turning off the drive will not hurt it; conversely, leaving the drive turned on while the computer is off is also harmless.


    5. I want to change my operating system, will my drive still be recognized?
      You should have no problems when moving the external drive from one system to another, as long as the two systems supports the same file system format (e.g. NTFS, HFS+, FAT32). If you are switching file system formats, you may need to reformat the drive. Reformatting your drive will erase all data on it.


    6. I lost the installation CD.
      The contents of installation CDs and manuals are available here.


    7. Do I need drivers to use the external drive?
      You don't need any drivers if you are using Windows 7, XP, Vista, or 2000. Older versions of Windows may need drivers to use USB 2.0, which can be found here.


    8. Can I reformat / partition the external drive?
      Yes, external hard drives can be formatted and partitioned just like any internal hard drive with your computer. Go to "Disk Management" (Windows) or "Disk Utility" (Mac). Reformatting or partitioning your drive will erase all data on it.


    9. I lost an accessory (power adapter, cable, etc.).
      Go to www.basoncomputer.com to order replacement parts. Bason Computer is the authorized distributor and service center for Cavalry products.



    1. The drive consistently disconnects in the middle of a file transfer.
      Backup your data and reformat the hard drive. If that does not fix the problem, your drive would need to be repaired.


    2. My computer is not detecting the drive.
      First, check if the drive appears in "Disk Management" (Windows) or "Disk Utility" (Mac). If so, make sure the settings say it has been formatted. If not, then use those programs to initialize or format the drive. If that still does not work, make sure your USB port, and accessories (e.g. USB cable) are working. If they are working, your hard drive may be defective. Please submit an RMA request.


    3. I hear steady clicking noises when I turn on the drive.
      The read-write head of the hard drive has crashed and is touching the rotating platter. This is usually caused by a tiny particle of dirt that has entered the hard drive chamber or an extreme shock, such as a drop, to the hard drive. This will most likely result in permanent and fatal damage to the hard drive. Please submit an RMA request.


    4. The drive keeps turning on and off by itself.
      Your drive is probably defective. Please submit an RMA request.


    5. I think my drive crashed.
      Your drive is probably defective. Please submit an RMA request.


    6. My Mac cannot access the external hard drive.
      You need to reformat your hard drive to HFS+ for a Mac in "Disk Utility". Reformatting or partitioning your drive will erase all data on it.


    7. The drive does not work with eSATA but it works with USB 2.0.
      Perform the following steps:
      1. Shut down both your computer and hard drive.
      2. Plug the drive in using the eSATA interface and turn both your computer and drive on.
      3. Windows should automatically detect your unit. If Windows does not recognize it, please go to "Disk Management". Right-click "My Computer" and select "Manage".
      4. From there, select "Disk Management". Your unit should show up on the right. Select the box, and right-click. Assign a drive letter and your unit should be ready to go. Note that not all eSATA ports are Plug & Play compatible. This depends on your computer's hardware, not the hard drive itself.
      5. You may also have to adjust your computer's BIOS settings to allow for eSATA devices if the above does not work.


    8. The drive is recognized by the Device Manager in Windows, but it does not have a drive letter.
      This means a drive letter was not assigned to the drive. Perform the following steps in Windows:
      1. Go to Start >> Control Panel >> Adminstrative Tools >> Computer Management >> Disk Management
      2. Under "Disk Management", right-click on the drive in question and choose "Change Drive Letter and Paths..."
      3. This utility will allow you to assign a drive letter to the drive.
      4. You may have to reformat the drive if it has not been done yet.


    9. When transferring files to a new and empty drive, I get a message saying there is not enough disk space.
      If you are using Windows 2000 or higher, you made need to reformat your drive to NTFS.


    10. Why does the total capacity appear to be less than advertised?
      Hard drive manufacturers calculate hard drive sizes using base 10, where 1000 bytes equals one kilobyte. But computers do everything in binary (base 2), where it takes 1024 bytes to store a kilobyte of data. In addition, the computer's OS uses part of the drive for a directory to keep track of the actual data. As a result, the usable capacity of a hard drive is typically 90 to 93% of the advertised capacity.


    11. My operating system will not allow me to safely remove the drive.
      This usually occurs when a program is reading files from the drive. Save your work and close all programs that may be in use. Then try to remove the drive again.


    12. Why does Windows say a high-speed device is plugged into a low-speed port?
      This means that you have plugged your USB 2.0 drive into a USB 1.0 port. Your drive will still work, however, it will work at a reduced speeds. Another possibility is that the USB 2.0 host controller (the port on your computer) does not have the proper drivers installed. Sometimes Windows will register generic drivers for your USB 2.0 host controller which will enable only 1.x speed. Contact your USB controller manufacturer for updates.



    1. How do I find my rebate status?
      All our mail-in-rebates are handled by a separate third-party rebate processor, MIR411. Contact them regarding any questions about your rebate.


    2. When can I expect the rebate check?
      Rebate checks are sent 8 weeks after the "last post date" of the promotion #. The check is sent within 7 days after your claim is approved if you choose "express pay".


    3. May I use the packing slip instead of the receipt when I send in my rebate request?
      No. The packing slip comes shipped with the hard drive, whereas the receipt must be printed out after the purchase is made. The receipt has the purchase date and the total amount paid, which MIR411 needs to process your rebate. The packing slip has neither.


    4. Where can I find the "Claim Number"?
      All rebates must be registered for each claim. The "Claim Number" appears in a message after clicking the “submit” button. This is crucial as MIR411 receives numerous rebate requests without the Request Number. Without this number, the rebate claim will not be processed and will be void. Please do not confuse this number with the Promotion ID Number (which is on your rebate form) or the model number (CAUE37500, CAXM37500, etc.).



    1. Where can I find Cavalry's warranty policy?
      You can view our warranty policy here.


    2. Is shipping covered with my RMA?
      Unfortunately, the cost of shipping a drive to our service centers is not covered. However, we will cover the cost of shipping back to you.


    3. Does Cavalry cover data recovery?
      No. Cavalry's warranty does not cover data recovery. We recommend you consult an independent data recovery center if you need your data salvaged.


    4. How can I check the RMA status?
      You can check the status of your RMA by going to our RMA Center


    5. Why haven't I received an RMA response by email or phone?
      You will not receive an RMA response by phone. RMA numbers and statuses are emailed or can be viewed through our website. RMA emails are sometimes read as spam by email clients. Please check your spam or junk mail folder to make sure the email was not discarded.


    6. What is the turnaround time for my RMA?
      Normally it takes 72 hours after the product is received. But in some cases, please allow up to 7-10 business days, not including shipping to and from the service center.


    7. I haven't received the replacement in the alotted time.
      Check with your mail carrier if we received the drive or not. Upon receipt of the drive, our technicians take up to 7-10 business days to repair or replace the unit. In the meantime, you can check the status of your RMA here.


    8. Is there a charge for repairing my RMA?
      As long as your drive is still within the one-year warranty, there will be no charge.


    9. How can I check if my device is still under warranty?
      There is a one-year warranty beginning on the date of purchase on most of our products. Please check your purchase receipt for the date of purchase. If this is not available, you can contact us with your model number and serial number for a quick response.