Support
We provide comprehensive technical support services to help you solve various product-related issues
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Documentation
7 documents
- Download
E500P · PCIe 5.0 User Manual
Updated：2026-09-23 | Size：6.9 MB
- Download
X200E · PCIe 4.0 User Manual
Updated：2026-09-23 | Size：5.7 MB
- Download
HE70 General Edition · 512G–4TB User Manual
Updated：2026-09-23 | Size：6.9 MB
- Download
HE71 Graphene Sticker Edition User Manual
Updated：2026-09-23 | Size：6.9 MB
- Download
HE75P Slim Aluminum Heatsink · 512G–4TB User Manual
Updated：2026-09-23 | Size：7.9 MB
- Download
HE80 GHS Graphene Sticker Edition User Manual
Updated：2026-09-23 | Size：6.9 MB
- Download
HE80 Heatsink Edition User Manual
Updated：2026-09-23 | Size：8.1 MB
FAQ
- Ensure the memory card or
SSDis correctly inserted into the device slot or interface. - Try connecting the device to a different
USBport on your computer (if it's an externalSSDor using a Card-Reader). - For
MicroSDcards, try using a different Card-Reader or testing it in another compatible device. Check if the device supports the card's capacity and specification (e.g., SDHC, SDXC). - For
SSDs (2.5-inchorM.2), check yourBIOS/UEFIsettings to ensure the port (SATA or M.2) is enabled and theSSDis detected. In the operating system, check "Disk Management" (Windows) or "Disk Utility" (macOS) to see if it needs initialization, partitioning, or drive letter assignment. - Make sure your device drivers (especially chipset, SATA/NVMe, and
USBcontroller drivers) are up-to-date. - If the problem persists, try testing the device on another computer to rule out an issue with the specific host device.
- If none of the above works, please contact Hanye Technical Support.
- This is normal. There are differences in how storage capacity is calculated:
- Manufacturers typically calculate 1GB = 1,000,000,000 bytes (10^9 bytes).
- Operating systems (like Windows) typically calculate 1GB = 1,073,741,824 bytes (2^30 bytes).
- Additionally, some storage space is used for firmware, formatting, and file system management (like over-provisioning, wear leveling), which slightly reduces the available space.
- Note: Formatting will erase all data on the device. Be sure to back up important files beforehand.
- Windows: Connect the device, open "
File Explorer," right-click the device drive letter, and select "Format." Choose an appropriate file system (SD/microSDrecommendexFATorFAT32;SSDrecommendNTFSorexFAT). - macOS: Connect the device, open "
Applications" > "Utilities" > "Disk Utility." Select your Hanye device from the left sidebar (ensure you select the correct physical device or volume), and click the "Erase" button at the top. Choose a name and format (SD/microSDrecommendExFATorMS-DOS (FAT);SSDrecommendAPFSorExFAT), then click "Erase." - For high-capacity
SD/microSDcards (64GB and above), theexFATfile system is recommended for best compatibility and file size support.
- You can visit our official website at www.hanye.cn.
- Detailed technical support contact information and warranty policy details can be found on the "About Us," "Technical Support," and "Contact Us" pages of the website.
- When requesting service, please have your product model, serial number, and a detailed description of the issue ready so we can assist you more quickly.
- Ensure the
SSDis connected to the fastest compatible interface on your motherboard (e.g.,SATA III 6Gbpsor a suitablePCIe Gen3/Gen4 M.2 NVMeslot). Consult your motherboard manual for the optimal slot. - Verify that
AHCImode is enabled in theBIOS/UEFI(forSATA SSDs) orNVMemode is correctly configured. - Make sure the operating system correctly recognizes the
SSDand hasTRIMenabled (modern OS usually enable it automatically). You can checkTRIMstatus using system tools or Hanye's management software (if available). - Keep your operating system and motherboard chipset drivers updated.
- Avoid filling the
SSDcompletely; leaving some free space (10-15% recommended) for garbage collection and wear leveling helps maintain performance and endurance. - Periodically check for and update the
SSDfirmware (if Hanye provides an update utility). Visit the Hanye official website support page for relevant information and tools.
- Ensure the
RAMmodule is fully seated in the motherboard's memory slot and the retention clips on both ends are secured. Try reseating it. - Consult your motherboard manual to confirm you are using the correct slot combination (e.g., for dual-channel, specific colored or numbered slots usually need to be populated in pairs).
- Verify that the
RAMspecifications (e.g., DDR4/DDR5, speed, capacity) are compatible with your motherboard and CPU. Check the motherboard's official website for the Memory Support List (QVL). - Try installing only one
RAMstick at a time to isolate a potential faulty module or slot. - Clear the
CMOSor reset theBIOS/UEFIto default settings. - Update the motherboard
BIOS/UEFIto the latest version, as newer versions sometimes improve memory compatibility.
- Ensure the
Card-Readeris properly connected to aUSBport on your computer. Try a differentUSBport, preferably aUSB 3.0or higher port directly connected to the motherboard. - Verify that your
Card-Readersupports the type ofSD/microSDcard you are using (e.g., SDHC, SDXC, UHS-I, UHS-II). Older or cheaper readers may not support newer standards or higher speeds. - Confirm the
SD/microSDcard itself is functional by testing it in another device (like a camera or phone). - For standard
SDcards, check that the physical write-protect switch on the side of the card is not in the locked position. - Update your computer's
USBcontroller drivers. - If using a Card-Reader built into an
External Hard Drive Enclosure, ensure the enclosure has sufficient power.
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