External S Drive Replacement
Section 2: Identify & Remove the Old Device (IOSafe)
Section 3: Identify & Remove the Old Device (WD Element)
Section 4: Install the New Device
Section 5: Disposition of Removed Equipment
Section 6: Questions, FAQ’s & Troubleshooting
Getting Started
External Hard-Drives play a significant role in backing up critical store and server data on a nightly basis. The S drive is an external hard drive that is connected to the stores Hyper V server to backup CORE POS data. These drives, as well as other key server functions are monitored daily to ensure that they are working properly.
Like most other technology items, these devices have a defined life-span and eventually require replacement. This topic will provide detailed instructions on how to replace or install this drive on your store server. Additionally, this topic will help provide detailed instruction on where to ship these drives to upon removal.
Helpful Tips & Reminders
During this process you will access the inside of the store server cabinet.
It is essential that the cabinet remain locked at any time that you are not performing services within the cabinet.
Important! When the server cabinet is open, it is NOT permitted to leave it unattended.
Upon completion the cabinet MUST be locked, and keys MUST be placed in a secure location.
While in your server cabinet, please take the time to clean any dust or debris from the inside of the unit. Dust can significantly reduce the lifespan of the equipment inside of these cabinets.
Section 1 - Equipment Overview
The majority of our store locations are currently using an IOSafe External Hard Drive, so the instructions in Section 2 and Section 4 which discuss how to replace that specific device for a newer backup drive. The replacement External Hard Drive is from Western Digital (WD) and requires a much smaller footprint within the server cabinet.
In the event that your store is currently using a Western Digital (WD) external hard drive – you will follow the instructions in Sections 3 and Section 4, specific to the WD Device.
Replacement Western Digital drives will ship to stores currently experiencing issues with their nightly server backup process from the FHE Depot.
Make sure to ship the removed hard drive back to the appropriate disposition location for US or Canada. See Section 5.
Section 2 - Identify & Remove the Old Device (IOSafe)
Begin by obtaining the keys and unlocking the store server cabinet. Keep in mind the information outlined in the Helpful Tips & Reminders section above for best practices when entering and working within the server cabinet.
Identify the external hard drive within the store server cabinet. IOSafe devices will likely be stationed closer to the bottom of the cabinet, as shown in the following image due to its size.
Note that this location has multiple external hard drives due to the volume of this store. Most locations will only have one external hard drive.
Begin by powering off the external hard drive. On the rear of the device is a power switch that may be flipped into the off position, highlighted in red below:
After powering the device off, remove the power and USB cords from the back of the device, highlighted in yellow in the above image. Once these cords are disconnected, you may remove this device from the server cabinet and set it aside in a secure location.
Follow the power cord for this device to the location where it is plugged in within the server cabinet. Remove the power cord from the cabinet and place it with the IOSafe Drive. Note that this power cord may be plugged into a surge protector (power strip), battery backup, or power supply within the cabinet.
Follow the USB-Cord for this device. This USB wire will be connected to the physical server, either on the front of the device, or the back. Example photos for multiple server types are shown on the following page, with the USB Ports highlighted in yellow.
Front of Server:
Rear of Server:
Once the USB Cord has been removed, the wire may be placed with the IOSafe external drive, and power cord. These items will be shipped to a partner recycler, outlined in Section 5.
Section 3 – Identify & Remove the Old Device (WD Elements)
Western Digital external hard drives are much smaller than the IOSafe drives previously used. See picture below for sample image of this drive in a server cabinet:
Begin by removing the plug connection from the Western Digital drive unit
Remove the USB cord from its plug on the server. Note that our server models have USB Ports on both the front, and rear of the server unit. If the WD drive is not plugged into the front of the device, as shown in the image above, please check the back of the device to see if this drive is connected. Do NOT unplug any wires unless you are certain it is connected to an external hard drive. External hard drive devices should ONLY be connected via USB cords.
Once the USB wire has been disconnected, remove the external hard drive unit and wire from the server cabinet, and set them aside in a safe location to be returned to the proper location – per the instructions in Section 5.
Section 4 - Install the New Device
Remove the Western Digital External Hard Drive from its packaging.
Note: For stores replacing an IOSafe drive - this Western Digital drive is smaller, more compact, and will no longer require an additional power source.
Take the USB Cord from the product packaging and insert this cord into an available USB port on the FRONT of the server. If the USB port on the front of the server is not available, please insert the plug into a port on the rear of the server. See below for example images of common server models within our stores, and where the USB ports are located on the front, and rear of these devices:
Front of Server:
Rear of Server:Once the USB Plug is inserted, attach the other end of the plug into the WD External Drive, highlighted in yellow below:
Once connected, this device should power on automatically. You may place this device on top of the server itself, as shown in this image. This drive MUST sit flat and securely on a surface in the cabinet. Do NOT let this drive hang, or dangle from its cord inside of the cabinet.
You may now close the door and reattach any locks that were removed at the start of this process. All doors to the cabinet must remain locked, and the keys must be kept in a secure location. Reminder: combination locks are not permitted to be used for server cabinets.
The final step will be to reach out to the Follett Support Center and submit a ticket request under:
Technology Support
Hardware
Hardware Request Type - S-Drive
A technician will confirm that the drive is connected, powered on, and mapped to ensure backups occur as necessary.
Section 5 - Disposition of Removed Equipment
All removed External Hard Drives must immediately be shipped back to their appropriate location:
US Stores will ship these devices to POSRG:
POS Remarketing Group
Attn: Follett Disposal / (4-digit store number that is shipping equipment)
1215 HENRI DR
WAUCONDA IL 60084
Canadian Stores will ship these devices to store #2951
Seneca College Newnham Campus
Attn: Depot Manager / (4-digit store number that is shipping equipment)
BUILDING B
1750 FINCH AVE E
TORONTO ON M2J2X5Be sure to utilize plenty of packing material and an appropriately sized box to make sure that the device remains in tact during transit. Retain the tracking number for future records.
Section 6 - Questions, FAQ’s & Troubleshooting
Q: Help! I cannot locate my external hard drive in my server cabinet!Please check the entire server cabinet to make sure that the external device is not hidden or placed in an improper space. All server cabinets should have an external hard drive as a backup. It is possible that smaller Western Digital external hard drives may have “fallen” from where they were placed and are dangling within the server cabinet. Start by checking the USB ports to see if anything is plugged in, and “trace” that wire to the device that it is plugged in to.
In the event your location does NOT have an external hard drive after extensive searching, please connect the Western Digital device to an open USB port on the server, as outlined above.
Q: How do I know if my external hard drive is functioning?Our Follett Support Center team monitors backups of these hardware pieces daily, and in the event a failure is noticed, the support team will reach out to the store for troubleshooting and assist in ordering a replacement device if necessary.
Q: I need more assistance! Who should I contact?For further issues or concerns, please log an incident with the Follett Support Center.
