Thanks for contacting Plugable Support! My name is Jordan and I am happy to help. Sharing this quick guide on external hard drive dock troubleshooting for any other future readers with similar symptoms:
The fastest way to isolate the cause of the issue will be via the following troubleshooting steps:
- test the same hard drive and Plugable dock in a different computer
- test a different hard drive with the same Plugable dock and computer
- test a different USB cable with the Plugable dock if you have one available
Also, we know that the hard drive is working OK in your StarTech dock. Sometimes, a hard drive with existing data could be formatted in a non-standard way that means it can only be read in its last known good location.
So if that last known good location (StarTech dock) is still available, you could also 1) return the hard drive to the last known good location, 2) back up any important data, then 3) reformat the hard drive in a standard way like NTFS with Advanced Format instead of any type of proprietary sector emulation. Then your drive should be recognized in any other hard drive dock.
Since you have tested the Plugable dock with multiple variables (different hard drives, USB cables, USB ports, and computers) and also have similar Plugable docks that are not experiencing the issue, this most likely points to a defect of some kind with that particular Plugable dock unit.
Please contact email@example.com and we can run a debug tool to see what options are available to resolve this issue. Usually that’s either with a remote fix or replacement unit under the Plugable hardware warranty.
Hope this helps!