Please complete the form below to download a copy of the whitepaper.
The issue you are having is caused by power saving settings on your computer. Please see below and make the appropriate changes to your computer which will stop the iStorage device from randomly disconnecting and locking.
Please go to “Control Panel” > “Power Options” and stop the PC from going to sleep. Screenshot below:
In addition, go into Advanced Settings in Power Option to disable the following:
This will keep any iStorage hard drive connected to the computer continuously on.
Additionally, change the Power management option using the steps below:
Windows Disconnect Patch
If the above steps do not help and your iStorage device is still disconnecting, that may be caused by a problem called USB Selective Suspend. This error first occurred with Windows 8 and rolled over with Windows 10 and server 2012 R2. This bug stops the Windows update service from fully installing the Vendor ID and Product ID for the iStorage product into the Windows registry. This is vital information for the registry to have and stops the devices from disconnecting after a set amount of time.
It can be downloaded directly from our website by following the link:
Please unzip the contents of this file, extract to your desktop and double click on “patch.bat” file to run it. Follow the instructions on the PDF document included in the archive.
To resolve this issue please go to “System Preferences” > “Energy Saver” and disable “Put hard disks to sleep when possible”. We also recommend to tick “Prevent computer from sleeping automatically when the display is off”.
Please see the screenshot below for guidance:
cloudAshur client app is compatible with Windows (7/8/10) and macOS (Sierra/High Sierra/Mojave/Catalina). macOS big Sur compatibility is currently under development.
iStorage cloudAshur Remote management console is compatible with Windows 7, 8 & 10.
iStorage cloudAshur KeyWriter application is compatible with Windows 7, 8 & 10.
There are two reasons why the iStorage product would not accept the PIN code:
The latter one is a common problem. As the user grows more comfortable with our products, they enter the PIN at a fast pace. iStorage suggests entering the PIN slower to allow the products to register each key pressed.
iStorage products can be whitelisting on corporate network’s by using the VID/PID of the iStorage drive required.
Device Instance – All iStorage products have a unique device instance. This is shown as a 16-character number after the PID\VID information and is completely unique to each iStorage product. This means if there is Device Control setup on a network or host and an iStorage device needs adding to a `Allowed` device list (or `Whitelist`, `Good list`) then each individual iStorage product can be added and yet if an unknown iStorage product is used i.e. not a corporately issued iStorage product this will be blocked just like any other unauthorised device.
See the examples of device instances below you will see 2 iStorage datAshur’s that are attached to this computer and their unique ID appears under `USB Mass Storage Device` and they are both different.
|datAshur Personal2 8GB||0x2D9B||0x6108|
|datAshur Personal2 16GB||0x2D9B||0x6116|
|datAshur Personal2 32GB||0x2D9B||0x6132|
|datAshur Personal2 64GB||0x2D9B||0x6164|
|datAshur PRO 4GB||0x2009||0x7004|
|datAshur PRO 8GB||0x2009||0x7008|
|datAshur PRO 16GB||0x2009||0x7016|
|datAshur PRO 32GB||0x2009||0x7032|
|datAshur PRO 64GB||0x2009||0x7064|
|datAshur PRO 128GB||0x2009||0x7128|
|datAshur PRO2 4GB||0x2D9B||0x8004|
|datAshur PRO2 8GB||0x2D9B||0x8008|
|datAshur PRO2 16GB||0x2D9B||0x8016|
|datAshur PRO2 32GB||0x2D9B||0x8032|
|datAshur PRO2 64GB||0x2D9B||0x8064|
|datAshur PRO2 128GB||0x2D9B||0x8028|
|datAshur PRO2 256GB||0x2D9B||0x8056|
|datAshur PRO2 512GB||0x2D9B||0x8012|
|datAshur BT 16GB||0x2D9B||0x5116|
|datAshur BT 32GB||0x2D9B||0x5132|
|datAshur BT 64GB||0x2D9B||0x5164|
|datAshur BT 128GB||0x2D9B||0x5128|