Seagate Central Troubleshooter

Seagate Central Troubleshooter



Troubleshooting steps for varying conditions and possible issues for the Seagate Central among other networking topics.

StartPotential Issues

To start, select the description that best describes the issue you are experiencing with your Seagate Central:

    Issues
  1. My Seagate Central unit is not detected when I am trying to set it up the first time.
  2. My Seagate Central unit is no longer detected.
  3. I'm receiving a "Network path not found" error.
  4. My drive has performance issues.
  5. My drive has a problem with iTunes.
  6. I'm trying to setup Time Machine with the Seagate Central
  7. I cannot find my Seagate Central when I use the Seagate Media App.

Ping the drive to determine its status.

If your Seagate Central is not detected in the Discovery software when attempting to set it up according to the instructions in Document ID: 005378, the first step is to ping it.

Please follow the instructions in Document ID: 005247 to find the hostname and attempt to ping it by typing the hostname in the address bar of a web browser.

If pinging the Seagate Central using the hostname fails to get a response, please follow the instructions in the second half of that article to find the IP address and see if the system replies with the IP address.

If the ping returns successfully, the Seagate Central is detected.

Did the ping return successfully?

    Choose one:
  1. The ping returned successfully.
  2. The ping did not return successfully.

My drive has performance issues.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. My video playback is choppy or stuttering.
  2. The performance of the Seagate Central over the network seems slow.

My drive has performance issues.

To troubleshoot this issue, please select one of the following symptoms:

    Symptoms
  1. Symptom #1
  2. Symptom #2

Connect via Browser

If the hostname ping of the Seagate Central was unsuccessful but the IP address ping was successful, please follow this procedure:

  1. Open a web browser.
  2. In the address bar, type (http://[IP address]) that you just used to ping the Seagate Central and press Enter.
    Example: //192.168.x.x
  3. If the Seagate Central Setup launches, displaying the End User License Agreement (EULA), proceed to set it up. (The procedure will correspond to the process in Document ID: 005378, starting on step 6.)

    If the EULA does not display and the Setup is not proceeding, we must determine whether the router or the Seagate Central device is the problem.
    Choose one:
  1. Setup is in progress. Return to the main menu.
  2. The EULA is not displayed and Setup is not proceeding.

Drive Detection

Detection Troubleshooting

If the ping using the IP address does not return successfully, please follow this procedure:

  1. Power down your router, modem, computer, and Seagate Central device.
  2. Wait one minute.
  3. Power up, in order, your modem, your router, the Seagate Central device, and finally the computer.
  4. Retry detection using the Discovery software.
    If still not detected:
  5. Disable your firewall and anti-virus software.

For Windows 8/7/Vista only:

  1. Open Windows Control Panel.
  2. Select Network and Sharing Center.
  3. Under View your active networks, the name of the network to which your computer is connected will display.
    If the network type below the network name is Public network, change it to Work or Home.
  4. Retry detection using the Discovery software.

If the Seagate Central is detected now, proceed to set up the drive according to Document ID: 005378.

Hint

Don't forget to re-enable your firewall and anti-virus if the drive is now detected.

For further troubleshooting:
    Choose one:
  1. Re-enabling my firewall and antivirus caused the Seagate Central not to be detected.
  2. The Seagate Central is still not detected in the Discovery software.

Direct Connection to Computer

Drive Detection

If going to the IP address in the browser was unsuccessful, please continue with this procedure:

  1. Power down the Seagate Central and the computer.
  2. Connect the Seagate Central's Ethernet cable directly into the computer.
  3. Power up the Seagate Central and the computer.
  4. Relaunch the Discovery software.
  5. Check for the name and IP address on the Discovery software.
  6. If the IP address is then something like 169.254.x.x, open a web browser.
  7. In the address bar, type (//[IP address]) where the IP address is the one found just now in the Discovery software, and press Enter.
    Example: //169.254.x.x
  8. If the Seagate Central Setup launches, displaying the End User License Agreement (EULA), the Seagate Central device is functioning normally.

    Once the router is functioning properly, retry the setup according to the instructions in the Seagate Central Quick Start Guide.

Router Troubleshooting

Router Troubleshooting

The Seagate Central device is meant to operate while connected to your router. The router enables the Central device to use all of its features.

However, at this point in the troubleshooting process, now that the Central is connected directly to your computer and is detected correctly, we have determined that the router is not allowing the Central to function correctly.
Please troubleshoot your router. Some suggestions include:

  • Try connecting the Seagate Central to an entirely different router as discussed in the Quick Start Guide and retry the setup process according to the instructions in Document ID: 005378.
  • Try using the Seagate Central on a different network.
  • Contact the router manufacturer's technical support for assistance.

Re-enable Network Security

Once you have accomplished any troubleshooting with respect to Seagate Central detection, it is important not to leave your computer and network unprotected by leaving your anti-virus and firewall disabled.
Please re-enable any anti-virus and firewall that you disabled for troubleshooting purposes, then ensure the Seagate Central is still properly detected.

If the Seagate Central, though detected when the firewall and anti-virus were disabled, stops being detected after you have re-enabled the firewall and/or anti-virus:

Please open the anti-virus settings and also the firewall settings to check your network traffic to see if the Seagate Central is on the blocked list.
If it is on the blocked list, please set the Seagate Central to Allow, then retry detection.

If the Seagate Central is now detected, any problem should be resolved because the firewall and anti-virus are re-enabled, the exceptions are added, and the Seagate Central device is detected properly.

    Choose one:
  1. The Seagate Central is detected properly after enabling firewall and antivirus with exceptions added.
  2. The Seagate Central is still not detected.

Re-enable Network Security

At this point, if the following is true:

  • The Seagate Central is detected properly when your anti-virus and/or firewall is disabled, and
  • The network no longer detects the Seagate Central device once the anti-virus and firewall are re-enabled, and
  • You have added exceptions to your anti-virus and firewall settings according to the instructions in

The detection of the Seagate Central is being prevented by the anti-virus and/or the firewall.
Please troubleshoot your anti-virus and firewall so that the exceptions can be properly configured to allow the detection of the Seagate Central device.

Confirm Detection by Discovery Software

Ping the Seagate Central with the IP address. Please follow the instructions in Document ID: 005405 to find the IP address and ping the unit.

If the ping completes successfully, paste the IP address from the ping results into the address bar of the browser (//[IP address]) and press Enter.
Example: //192.168.x.x

If the Seagate Central is detected now, proceed to set up the drive according to Document ID: 005378.

    Choose one:
  1. The Central is now detected. Re-enable the anti-virus and firewall.
  2. The Seagate Central is still not detected in the Discovery software.

Router Administration

Router Administration

If the ping using the IP address still fails:

  1. Open your router's administration page. Check your router documentation for instructions.
  2. Look for Attached Devices or DHCP Client List.
    Every router is different. Please contact your router manufacturer if these instructions do not pertain to your router model.
    A list displays of all devices that have an IP address assigned by the router.
  3. Note the IP address assigned to the Seagate Central. It should display as the HOST name, as noted above.
  4. Open a web browser.
  5. Paste the IP address from the router admin page into the address bar of the browser (//[IP address]) and press Enter.
    Example: //192.168.x.x
  6. If the Seagate Central is detected now, proceed to set up the drive according to Document ID: 005378.

Direct Computer Connection

Direct Computer Connection

If the ping using the IP address found in the router administration page was unsuccessful, please continue with this procedure:

  1. Power down the Seagate Central and the computer.
  2. Connect the Seagate Central's Ethernet cable directly into the computer.
  3. Power up the Seagate Central and the computer.
  4. Ensure that anti-virus and firewall are still disabled.
  5. Relaunch the Discovery software.
  6. Check for the name and IP address on the Discovery software.
    If the IP address is then something like 169.254.x.x, then the Seagate Central device is functioning normally, and you will need to seek troubleshooting assistance with your router.

Troubleshoot Your Router

Troubleshoot Your Router

The Seagate Central device is meant to operate while connected to your router. The router enables the Central device to use all of its features.

However, at this point in the troubleshooting process, we have removed as many obstacles as possible to the proper cooperation between the Seagate Central and your router, and the router is still not allowing the Central to function correctly.

Now that the Central is connected directly to your computer and is detected correctly, we have determined that the problem resides in your router.
Please troubleshoot your router. Some suggestions include:

  • Try connecting the Seagate Central to an entirely different router as discussed in the Quick Start Guide and retry the setup process according to the instructions in Document ID: 005378.
  • Try using the Seagate Central on a different network.
  • Contact the router manufacturer's technical support for assistance.

Do not forget to re-enable any anti-virus and firewall that you disabled during the course of this troubleshooting.

Finding the Central on the Network

Finding the Central on the Network
  1. Open the Start menu.
    (Windows 8: Press the Windows key () + D to go to the Desktop first.)
  2. Windows 8/7/Vista: Type cmd in the Search programs and files field but do not press Enter.
    1. The search results will include cmd.exe.
    2. Right-click on cmd.exe and select Run as administrator.
    3. Grant UAC permission if necessary.

    Windows XP: Open the Run... command.

    In that window, type cmd and press Enter.
  3. In the command window, type:
    arp -a
    The IP address should display on the list.



    The IP address for the Central in this case will be 169.254.x.x and the Physical Address is the MAC Address on the Seagate Central's label.
    If no entry for the Central appears in the arp -a command results, please contact Seagate Support.

  4. If the IP address appears in the arp -a command results, paste the IP address from the arp -a command results into the address bar of the browser (//[IP address]) and press Enter.
    Example: //169.254.x.x
    If the Setup page appears, then the Seagate Central device is functioning normally, and you will need to seek troubleshooting assistance with your router.

Checking Power

Checking Power

If the Seagate Central is still not detected, check the power to the Seagate Central. Please follow these steps:

  1. Confirm that the power cable is firmly inserted into a live AC outlet.
  2. Confirm that you are using the power supply included with the product.
  3. Confirm that the power switch is in the On position.
  4. Confirm that the power indicator light on the device is illuminated normally.
  5. Confirm that your computer and router are correctly powered on.

If the drive is still not detected in Seagate Central Discovery, please proceed to check cabling and router functionality:

  1. Confirm that the Ethernet cable is firmly connected to the router and to the Central.
  2. If available, use a different Ethernet cable.

If the device is not found this way, please contact Seagate Support.

Also, do not forget to re-enable your anti-virus and firewall applications after this troubleshooting procedure.

The performance of the Seagate Central over the network seems slow.

Ping the Seagate Business NAS

If you find that the performance provided by the Seagate Central is less than anticipated, please try the following suggestions:

  1. Connect your media device or computer via cable rather than wirelessly to your router, because the router is the pass-through for all content that is served by the Seagate Central.
  2. The performance will be dictated by the slowest device or cabling on your network. For best performance:
    • Use CAT-5E or CAT-6 cabling
    • Use a true Gigabit router. Wireless B, G, or N routers will give slower performance, since they are 10/100.
  3. Update your router and the Seagate Central to the latest firmware. See Document ID: 005384 for instructions on updating the Seagate Central firmware.
  4. If any other device is streaming from or transferring data to the Seagate Central, this will use up available bandwidth. Try to eliminate all other traffic to and from the device.

My video playback is choppy or stuttering.

If you find that you are experiencing stuttering, choppy video, or repeated buffering when trying to stream video from the Seagate Central, especially from a Windows PC or Mac computer, it could be due to any number of issues.

The best solution is to download the file to your local computer instead of streaming it.

If your home network router's upload speed is slow, the ability to stream video will be limited. A good rule of thumb is that 3 Mbits/sec or less is too slow.

If the file you are trying to stream is too large or intensive, try converting the file to be less intensive.

My drive has a problem with iTunes

My drive has a problem with iTunes

iTunes can be configured to view and play content stored on the Seagate Central. Please set it up according to the instructions found in Document ID: 005481.

If the Seagate Central is not found in the left sidebar of iTunes as the article shows:

  1. Open iTunes and select Edit, then Preferences.
  2. Under the General tab, confirm that the Shared Libraries option is checked, then click OK.



  3. Power off your computer and the Seagate Central.
  4. Wait 30 seconds.
  5. Power on the computer and the Seagate Central.
  6. Relaunch iTunes and retry the instructions.

I'm receiving a "Network path not found" error.

An attempt to map or mount a share on the Seagate Central may result in a "network path not found" error. This is a very general error message returned by Windows when a networking component is malfunctioning. Here are some troubleshooting steps in Windows 8/7/Vista.

Please try these steps one by one and retry the mapping action after each step taken:

  • Confirm that you are attempting to map the share according to the instructions in Document ID: 005378 or, if that fails, Document ID: Document ID: 005480.

  • Power cycle your network components.
    1. Power down your router, modem, computer, and Seagate Central device.
    2. Wait one minute.
    3. Power up, in order, your modem, your router, the Seagate Central device, and finally the computer.
    4. Do not attempt to access any mapped share too quickly after the computer is booted. Wait until the computer is fully booted and all operating system and network components are fully launched.

  • Check cabling and power.
    1. Confirm that the power cable is firmly inserted into a live AC outlet.
    2. Confirm that you are using the power supply included with the product.
    3. Confirm that the power switch is in the On position.
    4. Confirm that the power indicator light on the device is illuminated normally.
    5. Confirm that your computer and router are correctly powered on.

  • Uninstall all anti-virus software and disable all firewalls.
    If it is not possible to uninstall the anti-virus software, disable it for now.
    If this resolves the error, and re-enabling firewall and anti-virus causes the error to return, check your network traffic to see if the Seagate Central is on the blocked list.
    If it is on the blocked list, please set the Seagate Central to Allow, then retry.

  • Check the Workstation service in Windows.
    1. Windows 7 / Vista / XP: Right-click on (My) Computer.
      Windows 8: Press Windows key () + X .
    2. Select Manage.
    3. Select Services and Applications.
    4. Select Services.
    5. Double-click on Workstation.
    6. Confirm that Service status is Started and that Startup type is Automatic.
      If these settings are incorrect, click Start and set the Startup type dropdown menu to Automatic.
    7. Click OK to close the window.

Setup is not proceeding.

If going to the IP address in the browser was unsuccessful, please continue with this procedure:

  1. Power down the Seagate Central and the computer.
  2. Connect the Seagate Central's Ethernet cable directly into the computer.
  3. Power up the Seagate Central and the computer.
  4. Relaunch the Discovery software.
  5. Check for the name and IP address on the Discovery software.
  6. If the IP address is then something like 169.254.x.x, open a web browser.
  7. In the address bar, type (//[IP address]) where the IP address is the one found just now in the Discovery software, and press Enter.
    Example: //169.254.x.x
  8. If the Seagate Central Setup launches, displaying the End User License Agreement (EULA), the Seagate Central device is functioning normally. Please proceed to SECTION 1ABB for troubleshooting hints for your router.

    Once the router is functioning properly, retry the setup according to the instructions in the Seagate Central Quick Start Guide.

Narrow Down the Problem Source

To find whether the problem resides in the router or the Seagate Central, please follow this procedure:

  1. Power down the Seagate Central and the computer.
  2. Connect the Seagate Central's Ethernet cable directly into the computer.
  3. Power up the Seagate Central and the computer.
  4. Relaunch the Discovery software (downloadable from the Seagate download page).
  5. Check for the name and IP address on the Discovery software.
  6. If the IP address is then something like 169.254.x.x, open a web browser.
  7. In the address bar, type (//[IP address]) where the IP address is the one found just now in the Discovery software, and press Enter.
    Example: //169.254.x.x
  8. If the web browser arrives at the login page for the Seagate Central Assistant, proceed for troubleshooting hints for your router.
    Once the router is functioning properly, retry accessing your mapped drive and/or performing your backup.

    If this attempt results in a time out error, or the login page does not display, please contact Seagate Support.

Seagate Central No Longer Detected

Possible symptoms when the Seagate Central that was previously functioning correctly is no longer detected by the computer or other network components:

  • Any shares that have been mapped will possibly still display in (My) Computer or Windows/File Explorer. However, you may encounter a "Network path not found" error when attempting to access the share.
  • Backup actions fail.
  • The Seagate Central is not detected in the Attached Devices or DHCP Client List in your router administration.
    Every router is different. Please contact your router manufacturer if these instructions do not pertain to your router model.
    A list displays of all devices that have an IP address assigned by the router.

Before we proceed with specific troubleshooting, please note that any of the following may adversely affect the Seagate Central's functionality or communication between your Central device and your network:

  • Installing any new software on your computer
  • Any change or update to your anti-virus or firewall
  • Adding a switch or other component to your network
  • Changing to a different router

So, if any of these are applicable to your system, please undo whatever action was taken previously that may have led to the loss of Seagate Central functionality.

  • If you installed a new application, please uninstall it, reboot your computer, and see if the Central functions normally again.
  • If your anti-virus or firewall configuration changed, please uninstall it, reboot your computer, and see if the Central functions normally again.
  • If you added a component to your network, please remove it and reboot your network components, then see if the Central functions normally again.

Confirm Power and Cabling

To begin troubleshooting, please check the power to the Seagate Central. Please follow these steps:

  1. Confirm that the power cable is firmly inserted into a live AC outlet.
  2. Confirm that you are using the power supply included with the product.
  3. Confirm that the power switch is in the On position.
  4. Confirm that the power indicator light on the device is illuminated normally.
  5. Confirm that your computer and router are correctly powered on.

If your attempts to access the share or perform a backup are unsuccessful at this point, please proceed to check cabling and router functionality:

  1. Confirm that the Ethernet cable is firmly connected to the router and to the Central.
  2. If available, use a different Ethernet cable.

Power Cycle the Seagate Central

If verifying the power and cabling does not successfully restore your desired functionality, please follow this procedure:

  1. Power down your router, modem, computer, and Seagate Central device.
  2. Wait one minute.
  3. Power up, in order:
    1. your modem
    2. your router
    3. the Seagate Central device, and finally
    4. the computer.
  4. Try again to access the share or perform a backup as before.

Connect Directly to the Computer

If the power cycle of your network components did not restore your desired functionality, please continue with this procedure:

  1. Power down the Seagate Central and the computer.
  2. Connect the Seagate Central's Ethernet cable directly into the computer.
  3. Power up the Seagate Central and the computer.
  4. Relaunch the Discovery software.
  5. Check for the name and IP address on the Discovery software.
  6. If the IP address is then something like 169.254.x.x, open a web browser.

    If the Seagate Central is not detected at this point, please contact Seagate Support.

  7. In the address bar, type (//[IP address]) where the IP address is the one found just now in the Discovery software, and press Enter.
    Example: //169.254.x.x

Once the router is functioning properly, retry the setup according to the instructions in the Seagate Central Quick Start Guide.

If this attempt results in a time out error, or the login page does not display, please contact Seagate Support.

Bypass the Router

The Seagate Central device is meant to operate while connected to your router. The router enables the Central device to use all of its features.

However, at this point in the troubleshooting process, now that the Central is connected directly to your computer and is detected correctly, we have determined that the router is not allowing the Central to function correctly.
Please troubleshoot your router. Some suggestions include:

  • Try connecting the Seagate Central to an entirely different router as discussed in the Quick Start Guide and then try to access your mapped share(s) and/or perform your backup action(s).
  • Try using the Seagate Central on a different network.
  • Contact the router manufacturer's technical support for assistance.

Time Machine Setup

If you did not set up the unit properly by personalizing the Seagate Central in the setup procedure (detailed in Document ID: 005378), you will not be able to setup Time Machine. Please follow the setup instructions in Document ID: 005429.

Troubleshoot Media App

Download one of the following third-party apps and test whether they can find the Seagate Central:

  • iOS - Discovery Bonjour app
  • Android - Mediahouse uPnP app

If the Seagate Central is detected, please uninstall and reinstall the Seagate Media app, then retry detection. If it still fails after the subsequent installation, please contact Seagate Support.

If the Seagate Central is still not detected, please contact Seagate Support.





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