1. Try the disk in a Mac. If the Mac can find the missing file, use the Mac to copy it to another disk.
2. Run Norton UnErase:
   • From the Start menu, select Programs > Norton Utilities > UnErase Wizard.
   • Select Find any recoverable files matching your criteria. Click Next.
   • Enter all or part of the name of the missing file. If you don't know the file name, leave the field blank. Click Next.
   • Select the file type. If you don't know the file type, select Unknown. Click Next.
   • Enter one or more words contained in the text of the file. If you don't know the contents of the file, leave the field blank. Click Next.
   • Select the floppy or zip drive and unselect the hard drive. Make sure Look in subfolders is checked. Click Next.
   • Wait for UnErase to finish searching for recoverable files. To view the contents of a file in the list, select the file and click Quick View. To recover a file, select the file and click Recover.
   • If you are able to recover the file, click Finish. UnErase will close. Check the disk again; the file should reappear in its original location.
   • If you are unable to recover the file, click Next to scan areas of the disk marked as unused for file fragments.
3. If you are unable to recover the file using UnErase, run Norton Disk Doctor:
   • From the Start menu, select Programs > Norton Utilities > Norton Disk Doctor.
   • Select the floppy drive or zip drive and unselect the hard drive. Click Diagnose.
   • Wait for Disk Doctor to scan the disk for errors. If an error is detected, allow Norton Utilities to fix it. If you are asked whether to create an Undo file, allow Norton Utilities to create it.
   • When the scan is complete, Disk Doctor will display a report. Click OK to close the report.
   • Repeat the scan until no problems are detected. When you are finished, click Close to exit Disk Doctor.
4. If you are still unable to recover the file, refer the user to the Help Desk.

File is damaged / won't open

1. Try opening the file using the File > Open command in the application in which it was created.
2. Try opening the file on a Mac. If the file will open on a Mac, use the Mac to copy it to another disk.
3. Try opening the file in HomePage, WordPad, or BBEdit.
4. Run Norton Disk Doctor:
   • From the Start menu, select Programs > Norton Utilities > Norton Disk Doctor.
   • Select the floppy drive or zip drive and unselect the hard drive. Click Diagnose.
   • Wait for Disk Doctor to scan the disk for errors. If an error is detected, allow Norton Utilities to fix it. If you are asked whether to create an Undo file, allow Norton Utilities to create it.
   • When the scan is complete, Disk Doctor will display a report. Click OK to close the report.
   • Repeat the scan until no problems are detected. When you are finished, click Close to exit Disk Doctor.
5. If you are still unable to recover the file, refer the user to the Help Desk.

Disk appears blank or is unrecognizable

1. Do not allow the computer to format / initialize the disk; if you do, all data on the disk will be lost.
2. Try reading the disk on a Mac. If the disk is readable on a Mac, use the Mac to copy all files to another floppy disk. Do not allow the Mac to initialize the disk.
3. Run Norton Disk Doctor:
   • From the Start menu, select Programs > Norton Utilities > Norton Disk Doctor.
   • Select the floppy drive or zip drive and unselect the hard drive. Click Diagnose.
   • Wait for Disk Doctor to scan the disk for errors. If an error is detected, allow Norton Utilities to fix it. If you are asked whether to create an Undo file, allow Norton Utilities to create it.
   • When the scan is complete, Disk Doctor will display a report. Click OK to close the report.
   • Repeat the scan until no problems are detected. When you are finished, click Close to exit Disk Doctor.
4. If you are still unable to repair the disk, refer the user to the Help Desk.

Retrieving files on Mac disks on Macs

1. Do a quick search with Unerase. Do not close the unerase search window as it is needed for the next step.
2. Do a customized search which will find a lot more files. Click on the Customized Search button. Check real files and deleted files. Then select a criteria to search by. Click on the search button. If it is still grayed out, there are options for the criteria that may need to be selected.
3. If the file appears, attempt to retrive it even if the recoverability is low. The file still may be fully recoverable.
4. If the file is still not recovered and Norton version is not 3.5, ask Linda or Naomi about Norton 3.5. It is the best version to use to recover files from floppies.
   

PC zip disk gives a message that it is write-protected

1. In My Computer, right-click on the zip drive. Choose Protect.
2. Click Remove Protection.
3. Click OK.
4. If Remove Protection is grayed out or if the error persists, refer the user to the Help Desk.

Zip drive makes a clicking noise: "The Click of Death"

If a zip drive makes a clicking noise when reading a disk, try the cluster test zip disk or another expendable zip disk in the same drive. If the second disk also clicks, refer the log to the cluster manager to have the drive replaced. If the second disk does not click, the first disk is damaged. Help the user copy as many files as possible off the disk (often only one or two files will click). Tell the user to discard the disk; putting it into a zip drive may damage the drive.