EaseUS Customer Support Center

Fast & Reliable to Care Your Data

Frequently Asked Questions

- +

Data Recovery for Mac

  • Why I have to input the password while running the software?

    The third-party software which is not downloaded from App Store is regarded as unsafe tool by Mac OS. When you run this software, you have to input the account login password to past verification of Mac OS.

  • Why many found files have random file names?

    These files without correct file names or folder structures must be found by RAW Recovery, which is much reliable and useful while the file directory info of lost files has been damaged. If the recovered files with correct file names cannot be opened or they cannot be found by file names or folder structures, please check every file with random names to get lost data back. To know more about it:


  • Can I recover data if the drive shows as unmounted?

    The drive cannot be accessed if it's not mounted. Please try to mount it in Disk Utility, then run EaseUS Data Recovery Wizard and scan the Disk to recover lost data.

  • How can I find the lost data from the scan result?

    EaseUS Data Recovery Wizard offers data filter and search functions. You can filter the files by size and type, or search them by file/folder name or file extension. Please refer to this link:


  • How do I get the EaseUS Data Recovery Wizard updated?

    Make sure the network connection is unblocked and click Check for Updates in EaseUS Data Recovery Wizard on the top-left corner of the Mac. Then you are able to download the latest Trial version for replacement.

  • Can I recover data from a formatted disk?

    The Erase (formatting) function in Mac OS just recreates the file directory info and makes the drive space show as empty. But the data area is actually not touched or damaged. You can still recover the lost files with EaseUS Data Recovery Wizard.


    However, the Low-Level (physical) formatting initializes the entire disk area. All of the data contained in the disk is erased, , preventing any future recovery attempts.

  • How do I migrate my license to new computer?

    Please register an account in our Customer Center, add the order to your account and reset the license code yourself. After resetting, you will be able to activate it on new computer. To know more:


  • How do I get the software if I lost the download or license code?

    You just need to download the free/trial version from our website, then activate it with your license code. If you forget the license code, please contact our support team by online LiveChat or email for further assistance.

  • What should I do if the program crashed?

    Please follow the guide to send the error report to our technical support team. They will help you solve it as soon as possible.


  • Why the drive cannot be detected by the software?

    Our product is not able to work on a hard drive that cannot be recognized under Disk Utility. So it is now necessary to check if the drive can be correctly seen in Mac. For how to check the drive:


  • What should I do if the remaining time of the scan does not change for a long time?

    Please follow the steps below to troubleshoot the reason that causes this issue:


    1. For your reference, the deep scan can be completed in around 10 to 12 hours for a 1-TB healthy hard drive in general conditions. If your scanning time is in this time range, please wait patiently and do not stop the scan in the middle of the process.


    2. For some reasons, the hard drive is disconnected from the computer, especially for external ones. To fix this issue, please change a new cable and do the recovery again.


    3. Your hard drive contains a serious physical error (such as bad sectors, bad tracks). Please use a professional tool to diagnose your hard drive. If the diagnosis shows physical error, you may need assistance from a local data recovery lab.

  • Why did I get Disk Read Failed error?

    This error is mainly caused by an unstable connection during the scan or the failure occurred when our product tries to read the sectors on your hard drive. Please follow the steps below to fix it:

    1. Safely remove your storage device and reconnect it. Please make sure not to close our program when you try this method.

    2. Switch to another USB port or change a new cable.

  • Why the found files are more than the lost ones?

    We adopt several different scan methods to ensure a better scan result. 1 file could be detected by multiple scan methods and each method will create 1 copy of the file in the scan result, so it is normal more files found than you actually have. You may just try them one by one, and save the copy that can be accessed correctly.

  • How long does it take to scan the drive?

    It strongly depends on the capacity of your hard drive and the performance of your computer. As reference,most drive recoveries can be completed in around 10 to 12 hours for a 1-TB healthy hard drive in general conditions.

  • How can I check whether my data can be recovered or not before purchase?

    Please try the Free version which can help you save 2GB files to better verify the recovery quality of our product before purchase. And a complete video tutorial about how to use it:


  • Why can’t I save recovered files back to the original drive?

    The storage structure of the lost files would be altered or damaged by any changes on the drive. If you save the recovered files back to the same drive, the original data structures and data content would be corrupted or overwritten, which causes permanent data loss. So you should prepare another disk to save the files.

  • Why the recovered files cannot be opened?

    A file is saved as 2 parts on the storage device: directory info (which contains file name, time stamp and size info, etc.) and data content. If the files with original file names and folder structures cannot be opened, one possible reason is the corrupted directory info. There is still a chance to recover the data content with the RAW Recovery method in our software. To know more about this:


  • How can I continue the data recovery of free/trial after payment?

    You can use the license code to activate the free/trial without starting at the beginning. The software also has Export/Import scan status features to avoid a re-scan. To know more:


  • I cannot recover 2GB data for free.

    It is recommended to check the version installed is Free or Trial because they are different versions. Trial has data preview function but cannot save any files, while the Free version enables to recover 2 GB files. Here's the video tutorial about how to recover 2GB data for free: