SSD Support FAQ

The main causes may include the following:

1. Poor connection (loose or faulty cables)
Please check the following steps:
・ Turn off your PC and ensure the SSD is securely inserted into the M.2 slot
・ Verify the cable connections (including power cables)
・ If the SSD is still not recognized, try connecting the SSD to a different M.2 storage slot, and try again above steps.

2. Outdated motherboard BIOS
・ If the BIOS is old, your PC may not support the SSD. Please update your motherboard BIOS to the latest version.

3. SSD is unformatted
・ If the SSD is not formatted, it may not appear in the operating system’s file explorer. For formatting instructions, please consult your OS vendor.

4. SSD hardware failure
・ If the SSD is still under warranty (the SSD is used in accordance with the description in the Warranty Policy), please contact our support center.

Please check that the device is properly connected to the USB port. There may be an issue with the USB port you are using, so try connecting it to a different USB port.

Please check whether the SSD is recognized by the operating system.

If the SSD is recognized by the OS but not by the SSD Utility, please confirm the following:

Depending on your driver environment, the SSD may not be recognized, or some functions may be limited. Please update the SSD Utility to the latest version.

For more details, refer to the User's Guide for your version of the SSD Utility.

The product specifications calculate storage capacity based on 1 GB = 1,000,000,000 (10^9) bytes and 1 TB = 1,000 GB. However, computer operating systems report drive capacity using the calculation of 1 GB = 1,073,741,824 bytes, which results in a lower displayed capacity than stated.

Furthermore, the available drive capacity can vary depending on file sizes, formatting, settings, software, operating system, and other factors.

Please format the drive using the disk management utility on your operating system.

* Note: Internal SSDs (SATA SSDs and NVMe SSDs) are shipped unformatted and formatting should be done by the user.
* External drives are sold pre-formatted and can be used when the SSD connected to the host system.
* All data will be erased when formatting the drive. Please be sure to back up your data before proceeding.

No, NVMe drivers are supported natively starting from Windows 8. Most Linux distributions also have built-in support.

When updating the firmware, the data stored on the SSD is generally retained. However, we strongly recommend backing up your data before performing the firmware update to prevent potential data loss in unforeseen circumstances.

The SSD Utility is designed to operate with KIOXIA SSDs connected directly to the PC’s NVMe slot. Therefore, please connect KIOXIA SSD directly to the PC's NVMe slot to update firmware.

Yes, KIOXIA Portable SSDs are compatible with Mac; however, the SSD Utility is supported only on Windows.

Firmware updates for the KIOXIA Portable SSD cannot perform when it is connected to a smartphone that supports USB Type-C. In order to update to the latest firmware version, Please connect the KIOXIA Portable SSD directly to a Windows PC with the SSD Utility installed.

Please check the OS compatibility status on each product page.

KIOXIA Portable SSDs encrypt internal data using a password to prevent data leakage. Please note that if the password is lost, the device will be locked and you cannot access to the user data area. Be sure to keep your password safe.

Clicking on each "Attribute" will display its explanation in English.

You can check the remaining life estimated from your usage by installing the SSD Utility.

By installing the SSD Utility, you can check the current firmware version by selecting "Firmware Update" on the status screen within the software interface.

The serial number is printed on the surface of the device or on a label attached to it, consisting of 12 alphanumeric characters.
The PSID (Physical Security ID) is printed on the back of the portable SSD as 32 alphanumeric characters. It can also be read from the 2D barcode (Data Matrix).

If the SSD is not formatted, it may not appear in the operating system's file explorer. For instructions on formatting, please contact your OS vendor.