FAQs

Here you’ll find frequently asked questions and solutions for your computing life upgraded with Samsung V-NAND SSD.

PC

  • I cannot run the Samsung Portable SSD Software.

    The Samsung Portable SSD Software can only run on certain OS versions (or newer).

    Please see below for supported OS versions:
     - Windows OS: Windows 7 or higher
     - Mac OS: Mac OS X 10.9 or higher
  • When the Windows PC goes into Power Saving Mode or is powered off, the T5‘s indicator turns on or remains off.

    It is normal that the indicator turns off when your Windows PC enters Power Saving Mode or when your PC is powered off. However, it may remain on, depending on the USB charging settings of the BIOS in your PC.

    Please refer to the colors of the indicator below:
      - Plugged In or Idle: Solid Blue
      - Reading or Writing: Blinking Blue
      - Safely Removed or in Power Saving Mode: Blinking RED once
  • I cannot copy files from the Windows OS to the T5.

    Occasionally, if the power supply is removed while in use or the cable is disconnected without clicking the Safely Remove Hardware and Eject Media icon, when you reconnect it, copying files to the T5 may be restricted by the Windows OS. Such a restriction is actually imposed on the exFAT file system by the Windows OS and so is not an issue with the product itself.
  • I cannot use my T5 with some products running the Mac OS X and using the SAT SMART Driver.

    Such issues occur if the Samsung Portable SSD Driver has been installed on the Mac OS X, instead of the SAT SMART Driver. When you install the SAT SMART Driver, not the Portable SSD Driver, you may be able to use your T5 with the relevant products. However, your use of the Password Protection feature of the SAMSUNG Portable SSD Software may be restricted.
  • "No Samsung Portable SSD is connected " message occurs after Samsung Portable SSD Software was installed on Apple Mac system.

    This symptom only occurs when you install the newly released (September, 2017) macOS High Sierra(10.13). It is related to the new Apple OS's policy that requires the user’s approval when the user installs other company's software which is not directly distributed by Apple.
    You can use Samsung Portable SSD Software without any problems by following trouble shooting guideline:

    [Symptom]
    "System Extension Blocked" message pops-up when you install Samsung Portable SSD Software in macOS High Sierra(10.13) environment, and "No Samsung Portable SSD is connected" is shown when you execute Samsung Portable SSD Software.

    system extension blocked disconnected


    [Trouble Shooting]
    Please open "Security & Privacy" in the "System Preferences" menu and click the "Allow" button next to the message which is 'System software from developer "Samsung Electronics" was blocked from loading'.
    You can use the Samsung Portable SSD without any problems after you re-connect the Samsung Portable SSD to your Mac system and execute the Samsung Portable SSD Software. If your symptom persists when you followed the trouble shooting guideline, please contact the authorized Samsung service center near your location.

ANDROID MOBILE DEVICE

OTHER DEVICE

  • When I connect the T5 to devices other than a PC, they do not recognize the T5.

    The T5 was developed for use with Windows OS and Mac OS PCs and mobile devices. When connected to devices other than those, the T5 may not be recognized or use of its features may be restricted depending on their level of support. Moreover, if you have enabled the Password Protection feature of the T5, you cannot enter your password from non-PC or non-mobile devices and thus will be unable to access data stored on the T5. Please disable the Password Protection feature before using the T5 with such devices.

    For example, although a majority of the latest TVs allow users to access photo, music, and video files stored on external storage devices via the USB port, some TVs still do not support this feature.
    When connecting the T5 to a TV, please check the following:
    ① Connect the T5 to the TV‘s USB port and open the TV‘s menu to check whether it recognizes the T5.
    → If it fails to recognize the T5, please refer to the TV‘s user manual or contact its manufacturer to check whether USB devices are supported.

    ② If it recognizes the T5, check whether you can open video, music, and photo files stored on the T5 via the TV.
    → If you cannot open files, check which file systems the TV supports for external storage devices. Note that the T5 is formatted with the exFAT file system before shipment. If your TV supports a different file system, format your T5 accordingly.

    ※ Formatting the T5 will delete all data stored on it. Please back up your data beforehand.
    → If it meets the file system requirement, but you still cannot open video, music, or photo files, check which file extensions are supported by the TV. Some files cannot be opened if their file extensions are not supported by the TV.

    For more information about other devices, please refer to the user manuals of the relevant devices or contact their manufacturers.

  • Can I use the T5 with PCs not running the Windows OS or Mac OS?

    It is recommended that you use the T5 with PCs running Windows 7 or later, Mac OS X 10.9 (Mavericks) or later, or mobile devices running the Android OS 4.4 (KitKat) or later. You may be able to use the T5 with an OS and device not specified above if you disable the Password Protection feature. However, your use of the T5 may be restricted depending on how well the OS or device is supported.

SOFTWARE

  • I have lost my password. Can I disable the Password Protection feature?

    No, you cannot. If you lose your password, you cannot disable the Password Protection feature or access updates. Therefore, make sure not to lose it.
  • If I have lost my password, what do I have to do to use the T5?

    If you have lost your password, you need to perform a Factory Reset via the Service Center in order to use the T5.
    Restoring the T5 to its factory settings will clear all data stored on it, so it is recommended that you back up any important data in advance. Please note that Samsung Electronics will not guarantee any data stored on your T5 under any circumstances.
    For more information, please find Service Centers specified in the User Manual or on the Samsung website ( http://www.samsung.com/portable-ssd and http://www.samsung.com/support ), and make an inquiry.
  • Can I change my password?

    You can change your password on the Settings screen of the Samsung Portable SSD Software.
    Click the Settings button on the Main screen, move to the Settings screen, click the CHANGE button, enter a new password, and save it. When setting a password, you cannot include or save spaces in it even if certain OSes allow you enter spaces.
    You can set a password on PCs running the Windows OS or Mac OS, and on Android mobile devices.
  • I am not using the Password Protection feature at the moment. How do I use the feature?

    You can enable the Password Protection feature on the Settings screen of the Samsung Portable SSD Software. Click the Settings button on the Main screen and switch Security Mode from OFF to ON, enter a password, and save it.
    For more information, please refer to the User Manual provided for the product.
  • I want to disable the Password Protection feature.

    You can disable the Password Protection feature on the Settings screen of the Samsung Portable SSD Software. Click the Settings button on the Main screen, switch Security Mode from ON to OFF, enter a password, and save it.
    For more information, please refer to the User Manual provided for the product.
  • The password input screen does not appear.

    If the password input screen does not appear automatically, select the “T5_SETUP” drive recognized by the system, then open the “Samsung Portable SSD_Setup_Win.exe” or “Samsung Portable SSD_ Setup_Mac.pkg” files to display the password input screen.
  • Can I update the firmware and software using the Samsung Portable SSD Software?

    You can only update the firmware and software from a PC. You cannot update them from Android mobile devices. If you can see numbers on the “UPDATE” button in the bottom left side of the main screen of the Samsung Portable SSD Software, click the “UPDATE” button, and move to the “UPDATE” screen.
    Click the Refresh button on the “UPDATE” screen and update the items that are marked Update Available. If you do not wish to check automatic updates, switch the button located next to the “Check for Updates Automatically” dialog from ON to OFF, and disable the Automatic Update feature. However, it is recommended that you use the Automatic Update feature.
  • Can I uninstall the Samsung Portable SSD Software?

    Yes, it can be uninstalled.
    On Windows PCs, go to Control Panel → Programs and Features → Samsung Portable SSD Software and uninstall it. On Mac PCs or Android mobile devices, follow the uninstallation methods specified for them.
    For more information, please refer to the User Manual.

GENERAL ISSUES

  • My T5 is not recognized by devices.

    Please make sure that the T5 is connected securely to the USB port.

    - Some PCs may not recognize the T5 when connected to the USB 2.0 port if the current exceeds the maximum limit (500 mA) described in the Power Specifications. In such cases, please try a different USB port.
    - If you use cables other than the one included in the product package, the T5 may not be recognized. If the T5 is correctly connected but still not recognized by devices, find the Service Centers specified in the User Manual or on the Samsung website (http://www.samsung.com/semiconductor/minisite/ssd/support/cs.html ), and make an inquiry.
  • The capacity of T5 is displayed as 128 MB or less.

    When you use Security Mode (i.e., set a password) and the T5 is locked, the default setting is to only display areas that take up less than 128 MB, including the Security space and the Samsung Portable SSD Software.

    Once you open the “Samsung Portable SSD_Setup_Win.exe” or “Samsung Portable SSD_Setup_Mac.pkg” files on the T5_SETUP drive and activate it, you will be able to see the
    capacity specified for the product. To learn more about how to activate the T5, please refer to the “Using T5” section of the User Manual.
  • I just purchased a T5 and some files are already stored on it.

    The Samsung Portable SSD Software is stored on the T5 so that you can use the Password Protection feature. To learn more about how to use the T5, please refer to the “Using T5” section of the User Manual.
  • The recognized capacity of my T5 is smaller than the specified capacity.

    The capacity displayed on your PC may be different from the capacity specified on the product, depending on the format method and the partitioning of the drive as well as your computer system.

    ※ The capacity specified on the product is calculated as follows:
    - 1 MB = 1,000,000 bytes
    - 1 GB = 1,000,000,000 bytes
    - 1 TB = 1,000,000,000,000 bytes
  • The data transfer speed of my T5 is slow.

    The maximum transfer speed that can be achieved by the T5 is 540 MB/s on a PC that supports USB 3.1 Gen2 and UASP Mode, but the speed may vary depending on the user‘s PC
    environment and the types of data being transferred.

    If the T5 is connected via USB 2.0 or UASP Mode is not supported, its operation speed may slow down due to the interface limitations. If you use cables other than the one included in the product package, the T5 may not achieve the target performance.
  • When I enable the USB selective suspend setting, my T5 is not recognized.

    The T5 may not be recognized on some PCs depending on their USB settings.
    PC → Control Panel → Power Options → Change plan settings → Change advanced power settings → USB settings → USB selective suspend setting → Enabled. Change the setting to Disabled, click Apply, click OK, and use your T5.

    The T5 is formatted with the exFAT file system before shipment, in order to support both the Windows OS and Mac OS simultaneously. Therefore, if you are using the T5 with certain devices that support the NTFS file system, format your T5 with the NTFS file system before use.
    For more information about file systems, please refer to the User Manual.

Here you can find answers to questions about Consumer SSD.