Frequently Asked Questions about Data Recovery

Questions and Answers

Question: What is the most common failure in hard drives today?

Answer: The most common cause of data loss is physical media damage, where the hard disk drive receives a physical shock causing the head to hit the platter or damage one of the moving parts. This condition will not always cause a failure straight away but the condition of the platter and internal parts Hard Drivewill probably deteriorate and then the failure will occur.

If a laptop or mobile device is dropped at the same time the drive is reading or writing data, this can also lead to data loss.

It is important to note that all disk drives fail eventually and these failures will significantly be influenced by the environmental conditions to which the drive has been exposed.

Question: What is Ontrack's average turn-around time for a hard drive recovery?

Answer: The turn-around time depends on the nature and complexity of the data loss problem. For cases in which the hardware is functioning normally, the remote service is the quickest solution. This service performs lab quality recovery in as little as one hour. It also depends on the service level you have selected. The average recovery on a standard service level is 3-5 days (including evaluation, recovery and return of data). If no additional parts are required, then this can be reduced to 2-3 days. Learn more abQuestionout your service level options.

Question: How do Ontrack charge for their service?

Answer: Ontrack try to make their pricing structure as transparent as possible. After an initial consultation, you will receive a fixed price range for the recovery. The next step is the evaluation, for which there is a nominal charge to cover the costs of engineering resources, necessary equipment, parts procurement, and comprehensive reporting tools.

A key feature of their evaluation service is Ontrack Verifile™ data reports, which allow you to determine which files can be recovered before committing to full recovery fees. This enables you to make an informed decision about your recovery and only request the files you need. Beware of companies that offer "free" evaluations since, in many cases, these evaluations do not produce sufficient information for you to make an educated decision - basically you pay for what you get! After the evaluation you will be given an exact price for the full recovery.

Question: Where can I get the price list?

Answer: Actual pricing will vary based on the media capacity, system type, nature and severity of the data loss, as well as the service level and resources required. Get a quote and a free consultation.

Question: What type of media and operating system can you recover from?

Answer: Ontrack have the tools, capabilities and expertise to recover data from ANY storage media, operating system or file type - no matter how extreme the cause.

Question: What about RAID arrays? Can data be recovered from dual disk failures?

Answer: Although RAID arrays serve as one option for safeguarding data they are not totally fault tolerant. Ontrack have the most advanced RAID recovery tools in the industry with the most experienced engineers. In cases where more than one disk has failed, they have the tools and capabilities to repair and rebuild the RAID structure. Ontrack can perform all types of RAID recoveries both in-lab and remotely.

Question: Can I use another software package for RAID recovery ?

Answer: Due to the complexity of RAID, we do not recommend using software for data recovery in this instance. The data from RAID is often critical in nature and failed recovery attempts can lead to permanent data loss.


Questions and Answers (continued)

Question: Is recovery from SRAM possible?

Answer: The best advice is to consult Ontrack for advice on a case-by-case basis.

Question: Do you support disk families on large systems?

Answer: Yes, Ontrack have the tools and capabilities to recover data from any system, media or storage device.

Question: Why isn't recovered data delivered in the same directory structure?

Answer: Sometimes when the directory structure is damaged Ontrack are able to bring files back but they have to create a new path. There are lots of reasons a directory structure can be damaged and these vary from situation to situation.

Question: In general should we move 'my documents' to another partition or drive?

Answer: Ontrack have a strong preference for working on the original media. If you would like to copy your files to a new location in order to try and access the files this is fine. Ontrack (and QBS PC Help) advise you don't make any changes to the original location and don't let CHKDSK run (under Windows) or VRepair ( for the Novell NetWare 5.0 Server Software). And don't run any diagnostic or virus software. All these could further damage the data on your drive.

If you end up sending the drive to Ontrack they need the original drive as it is often not possible to get good recoveries from copies.

Question: Can you restore a partition damaged as a result of viruses, or the wrong action of a user when trying to create a partition with the aid of a partition manager program?

Answer: As far as partitioning software is concerned, Ontrack are generally successful, but each case needs to be treated individually - the more the user does, the harder it is to put things right.

Remote Service Questions

Question:What is remote data recovery?

Answer: Remote data recovery services is a patented technology, allowing Ontrack Data Recovery service engineers to perform lab-quality recoveries right on your server, desktop or laptop through a secure modem or Internet connection.

Question: How is the initial evaluation handled for remote recoveries?

Answer: The tools for a remote recovery are the same tools that are used in lab.

Question: I am worried about the security of the data on my network.

Answer: Your data's security is assured thanks to the proprietary communication protocol, encrypted packets and secure facilities offered as part of Ontrack's Data Recovery services.

Question: Does it take a long time to establish the connection to Remote Data Recovery?

Answer: No. Many customers get connected in less than ten minutes.

Question: Can I use Remote Data Recovery if I have a proxy server or firewall?

Answer: Yes - the RDR software has been specifically designed to work with most Proxy and Firewall configurations.

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