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I have an HDR-1000S, purchased March 2015, and have just suffered the “disappearing HD” problem – ‘Recordings’ previously 82% now shows “You have no recordings, disk space used <1%”, record/pause/play etc. functions don’t work. Have tried the usual power cycling, factory reset, and have removed the HD, started the machine without it, replaced it and started it again, all to no avail.
Searched online and came across (and joined!) this great forum, and it seems this is a common problem, with original reports dating Nov 2015 with boxes then ±2 years old (maybe when the 1000S was originally introduced?). What I am finding incredible is that forum contributors are still experiencing the problem, 4 years later, even on more modern models and with no apparent fix – except to bin the faulty unit and buy another one!!! It may be the best UI on the market and, as somebody has commented, this is good for Humax’s business – but the situation seems bizarre, to try and put it politely.
Under ‘problems’, Freesat advise:
Loss of hard drive and recordings
We are aware that some customers have experienced issues with their box failing to connect to their hard drive, meaning recording functionality, including live pause/rewind, and stored recordings are unavailable. We have been working with Humax to identify the root cause and Humax are now able to provide a resolution for affected customers.
If you have experienced this issue, you will need to contact the Humax customer care centre for further information and details of how it can be resolved.
Humax customer care centre: 0344 318 8800
However, several members report contacting the above number, but not receiving a fix.
As a newbie to the forum, may I please ask if there is indeed any known fix for the problem (not the “bin-it” option) ?!
alanf – 15 minutes ago » …However, several members report contacting the above number, but not receiving a fix…
Several members on here report they did contact Humax and received a fix. If within warranty the box was replaced, if outside warranty it was fixed at a cost (£55 if I recall correctly). Have you tried contacting Humax?
Welcome to our Forum
A small number of units sold – less than 1% have suffered the ‘HDD not recognised issue’ this is due to a component failure on the mainboard.
The fix is to contact Humax Support as the freesat article suggests.
In warranty units will be replaced FOC, out of warranty units can be exchanged for £55.00…..note not advisable to tell support that the unit has been opened.
Many thanks for the fast responses
I live in France and was reluctant to commit to costly international phone calls before obtaining an update from forum members. I will give them a call today and report back with Humax’s response.
You could always email them of course…although I suspect after a bank holiday there maybe a backlog…
Thanks Barry, very useful advice – their customer care phone number does not connect from outside UK. I have emailed them; WKUA.
@alanf. Just reported the same problem as everyone else in this thread to Humax. Nothing mentioned about a fix. I have just been told to reformat the hard drive to see if that fixes the problem. It hasn’t, in fact I gave up with the reformat after about 30 minutes. It has successfully deleted all my recordings but I still have the same issue.
As suggested, I contacted Humax’ Customer Service Department https://www.humaxdirect.co.uk/ last week, and received a commendably fast (same day) response by email from a tech support engineer.
I reported…
‘Recordings’ previously 82% now shows “You have no recordings, disk space used <1%”, record/pause/play etc. functions have ceased to work. I have tried the usual power cycling & factory reset, no change. Software updated 26Jun17 to UKSFAA 3.00.77, loader v. UKSFAA 1.08. Device ID FS-HMX-01A-0002-77F4, System ID 809.7D00. I understand from myhumax.org/forum that this is a known issue and would be most grateful for your help.
…and received the response…
Can you confirm if you can select the option for Storage in the system settings? If you can, are you able to process a Format of the HDD?
I responded…
In Settings/Storage, it displays the following message:
<<storage
Connect a USB hard drive (HDD) to the box to be able to record programmes and pause live TV.
You can also attach a USB storage device to view your own media, such as videos, photos and music.>>
If I connect a USB hard drive to the front USB port, it displays ‘Expansion’ to the right of a USB plug icon. Selecting this gives details of the drive (Available, Used and Total sizes) and offers to <<Remove USB device safely>> or <<Start disk format>>.
I can play files from the inserted USB hard drive – they play fine just as they did before the internal disk problem. (This is probably irrelevant, but thought I’d just mention it!)
Also, I’ve tried inserting a USB stick, which it sees OK and reports sizes (Total 0.9GB). However, if I select the Start disk format option, I get a pop-up message at the top of the screen saying <<The USB memory stick cannot be formatted>>.
Following the weekend, I received the advice…
It would appear that you’re suffering form an issue with the drive component. The unit will need to be replaced. Can you call our support staff on 0344 318 8800.
…which I followed up with…
Could you please clarify “drive component” for me – does this mean the disk interface component on the motherboard, rather than the disk itself, and does this mean that the HD itself is probably OK (and retains the recordings but they cannot be accessed because of the component failure)?
…to which he replied…
Typically it’s part that powers the drive, However in these occasions we look to collect and exchange the unit rather than repairing them.
…And that’s as far as I’ve got so far as, despite searching their websites and posting further questions, I have so far failed to find a number for Humax’ tech/customer support which I can dial from France (0345 numbers can only be called from within UK).
So it seems the fault lies not with the SATA controller or the disk itself, but with the components which supply power to the disk. What I would really like to know, before throwing more money in Humax’ direction, is whether they have identified the exact components which failed, and whether these have now been upgraded in currently-manufactured models!
Do you have family etc in the uk you could send the unit to and they can contact humax?, or would skype etc work?.
P.S. try this number 020 8326 6000, don’t choose any options just wait for them to answer and ask for support.
Very many thanks for the number, Andy, I will give that a try. My family has actually just returned to the UK from holiday – bad timing! I will be going over in October, can anyone advise how long Humax take to ‘turn round’ a returned unit (their response above seems to suggest they just ship out a ‘new’ unit rather than repairing the faulty one)?
After <3 years my Humax 1000s Freesat box has developed the same “unrecognised hard drive” fault as many others appear to have. My testing concludes:
1. It’s not the hard drive it’s accessible with a PC and I have tried several others.
2. It’s not the power to the drive as I provided a separate power supply and a separate SATA connector cable.
3. It doesn’t work as a USB drive either.
4. It is probably the SATA controller on the motherboard.
I contacted Humax who advised that the problem is known about (a resistor on the MB – whether that’s the whole truth is uncertain as that’s what their representative was told to say).
I asked “can it be repaired”?
“No, we are not repairing those units; we tried but they just fail again.”
Are there any qualified & recommended repairers?
“No”.
Can you offer any other help?
“No”.
And after this dreadful level of support Humax think I’m going to buy another of their Freesat boxes – I don’t think so.
After a complete failure of a Roberts Internet radio that was irreparable, as the components can no longer be sourced, Roberts offered me a new one at a significant discount; which I gratefully accepted. I wish Roberts made Freesat STB’s!
Humax don’t seem to have any competition so they don’t care.
Which is a shame for the Freesat company.
scriabin – 21 minutes ago »
I contacted Humax who advised that the problem is known about (a resistor on the MB – whether that’s the whole truth is uncertain as that’s what their representative was told to say).
Can you offer any other help?
“No”.
Try ringing again and telling the agent that you believe there is an offer of a refurbished box for £55 for people affected by this specific problem.
Scriabin – as mentioned in my post #518 above, I had an email dialogue with Andrew D. in tech support which concluded:
“It would appear that you’re suffering form an issue with the drive component. The unit will need to be replaced. Can you call our support staff on 0344 318 8800.”
Following AndyT’s helpful suggestion to phone 020 8326 6000, I called this afternoon and got straight through. The receptionist said she couldn’t put me through to tech support, but took my number and said they would call me back in a few days.
The statement “the unit will need to be replaced” [because of the “faulty drive component”] implies that they do offer a replacement service.
PS, it would be interesting to hear from anybody who has actually experienced this replacement service…
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