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Critical: SanDisk Security uses 256-bit AES encrypted password. A failed drive, file system or media errors can result in failed access. Data stored on the drive cannot be accessed if the password is forgotten or cannot be remembered. There is no "forgot password" option to reset the password. Technical Support cannot provide a new password or other method to access encrypted data. The drive can still be used and reformatted by clicking the Erase button. The Erase drive process is Data Destructive and cannot be undone. Once the process begins, ALL THE DATA ON THE DRIVE WILL BE LOST!

Resolution / Instructions

Follow the steps to resolve an invalid or forgotten password message.

1. Download and install SanDisk Security.
   
   
   • SanDisk Security for Windows
   • SanDisk Security for macOS
   
   Third-Party Notices: Windows | macOS
   
   Need more help?
   Answer ID 31795: How to Install and Use SanDisk Security Software


2. Open SanDisk Security.


3. Enter the correct password.
   Entering the incorrect password will result in an Invalid password message.
   
   

   




Exceeding the maximum of 5 password attempts will result in a 5 Incorrect Attempts message.








4. Disconnect the drive from the computer and retry the password again.
   
   
   • Safe Eject the drive.
     
     Need more help?
     Answer ID 21880: Steps to Safe Eject and Remove USB Flash and External Drives on Windows or macOS
   
   
   • Disconnect the drive.
   
   
   • Connect the drive to the computer again
   
   
5. Try the password five more times.


6. Test the drive for S.M.A.R.T. failure and errors.
   
   
   • Test Drive for Errors
     Need more help?
     Answer ID 12452: Steps to Check Drives and Memory Cards for Errors or Failures on Windows and macOS
   
   
   • Drive Test Failures
     Need more help?
     Answer ID 33498: SanDisk Warranty Replacement and Data Recovery
   
   
   • Drive Test Successful
     It will need to be erased and formatted again if the password is not working or has been forgotten.


7. Erase the drive.
   
   
   

   Critical: Failed to erase drive occurs? Erase Drive button is greyed out or not selectable? Need more help? Answer ID 50557: WD and SanDisk Security Failed to Erase Drive After 5 Incorrect Password Attempts

   
   
   • Enter a Volume Name.
   • Select a File System Format.
   • Check the Box to erase all the data on the drive.
   • Click Erase Drive
     
     

     

     
     

     Do Not Close the window until the Drive Erase process has completed.
     
     



8. Start SanDisk Security.
   Set a new password on the drive.