EaseUS Customer Support Center

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Frequently Asked Questions

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Data Recovery for Windows

  • Why I cannot recover 2GB data for free? (For Windows and Mac)

    EaseUS Data Recovery Wizard provides Trial version and Free version to test it with its full recovery quality. The Trial version is a preview version with no free recovery, while the Free version grants 2 GB free recovery. You are suggested to follow the guide in the page below to obtain the 2GB free recovery in the correct Free version.

    https://kb.easeus.com/data-recovery/30030.html

  • How can I check whether my data can be recovered or not before purchase? (For Windows and for Mac)

    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:

    https://kb.easeus.com/art.php?id=30001

    ​For Mac version, you can download the Free version here.

  • Can I recover data if the drive shows RAW format. (For Windows)

    When you access a drive but get the prompt with “X:\ is not accessible.” or “You need to format the disk in drive X:”, the directory info of your drive might be damaged. In most cases, the data area is probably still intact. Just run EaseUS Data Recovery Wizard and scan the right partition or Lost Partition to get lost data back.

    ​We also offer Manual Recovery Service to repair the RAW drive to its original status without any data loss. Check it out in the page below:

    https://www.easeus.com/datarecoverywizardpro/data-recovery-service.html

  • I deleted one or more partitions by accident, can I get data back? (For Windows)

    EaseUS Data Recovery Wizard is able  to retrieve the files from a lost partition. You can get the data back by scanning the right Lost Partition listed in our EaseUS Data Recovery Wizard. If you are not sure which partition to select, you can click can't find location on the up-right corner to select the whole disk to scan.

    If you prefer to get the entire partition back, please contact our Manual Recovery Service from the page below:

    https://www.easeus.com/datarecoverywizardpro/data-recovery-service.html

  • Can I use EaseUS Data Recovery Wizard to recover the files infected by ransomware? (For Windows and Mac)

    If the files were encrypted by any ransomware or virus, our product will not be able to unlock or recover them.
  • Will I be charged every month/year if I buy the 1-Month or 1-Year subscription version? (For Windows and Mac)

    There is an auto-renewal term for the 1-Month and 1-Year subscription version. After you purchase these versions, you will be auto renewed at every billing cycle. You can cancel the subscription at any time. After the cancellation you will not be renewed for this order and the license will continue working till your next billing cycle.
  • How to cancel my subscription? (For Windows and Mac)

    The subscription can be canceled from the confirming email you receive after you purchase the product, or you can contact our support to help you cancel your subscription at any time. After subscription been canceled, the license will expire on the next renewal date, the program will then stop working on your computer.
  • How do I migrate my license to new computer? (For Windows and Mac)

    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:

    https://kb.easeus.com/art.php?id=90001

    ​You can also contact our support at support@easeus.com or access our online livechat to reset your license code for free.

  • How do I get the EaseUS Data Recovery Wizard updated? (For Windows and Mac)

    Make sure the network connection is unblocked and click drop-down menu on the top-right corner of the window and select Check for Updates option. Then you are able to download the latest Trial version for replacement.

    ​EaseUS Data Recovery Wizard is for free upgrades, so you can always use your license code to activate the latest version.

  • Can I recover data from a formatted disk? (For Windows and Mac)

    A disk can be formatted in three different ways: Quick, Standard and Low-Level (physical) formatting.

     

    Quick Formatting 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, both standard and Low-Level formatting initialize the entire disk area. All of the data contained in the disk is erased, preventing any future recovery attempts.

  • How do I get the software if I lost the download or license code? (For Windows and for Mac)

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

  • Why the recovered files cannot be opened? (For Mac)

    In most cases, 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.

    ​Under this situation, there is still a chance to recover the data content with the RAW Recovery method in our software. To know more about this:

    https://kb.easeus.com/art.php?id=30010

  • Why I cannot recover my system drive? (For Mac)

    Please kindly check if you are using Mac OS 10.13 or any later version. If yes, please refer to the page below to disable the System Integrity Protection on your Mac:

    https://kb.easeus.com/data-recovery/30016.html
  • Can I recover my files to my cloud? (For Mac)

    Yes, you can recover the files to your personal cloud account, such as Google Drive, One Drive and Drop Box. Business account is not supported currently.
  • Why many found files have random file names? (For Windows and Mac)

    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:

    https://kb.easeus.com/art.php?id=30011

  • How do I locate the files I need from the Scan Result? (For Windows and Mac)

    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:

    https://kb.easeus.com/art.php?id=30009

  • What should I do if the program crashed? (For Windows and Mac)

    For Windows users, please follow the guide to send the error report to our technical support team. They will help you solve it as soon as possible.

    https://kb.easeus.com/art.php?id=30002

    ​For Mac users, please follow the guide to send the error report to our technical support team. They will help you solve it as soon as possible.

    https://kb.easeus.com/art.php?id=30013

  • Why the drive cannot be detected by the software? (For Windows and for Mac)

    For Windows users, our product is not able to work on a hard drive that cannot be recognized under Windows Disk Management.So it is now necessary to check if the drive can be correctly seen in Windows. For how to access disk management:

    https://kb.easeus.com/art.php?id=90006

    ​For Mac users, please check if the hard drive is listed in Disk Utility. If the drive is not listed there, please kindly send it to a local repair store.

  • What should I do if the remaining time of the scan does not change for a long time? (For Windows and Mac)

    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 to do the recovery again.

     

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

  • Why did I get Disk Read Failed error? (For Windows and Mac)

    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? (For Windows and Mac)

    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? (For Windows and for Mac)

    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.

  • Why can’t I save recovered files back to the original drive? (For Windows and Mac)

    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? (For Windows)

    A file is saved as 2 parts on the storage device: directory info (which is comprised by 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:

    https://kb.easeus.com/art.php?id=30010

  • How can I continue the data recovery of free/trial after payment? (For Windows and Mac)

    You can use the license code to activate the free/trial without rescanning the drive from scratch. The software also has Save/Load Session features to avoid a re-scan. To know more:

    https://kb.easeus.com/art.php?id=30003