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Prosoft Technical Support

Drive Genius 4 Support

How to create Drive Genius 4 BootWell™

How to Defrag my Mac

How to Find Duplicates

How to find exact size of hard drive

How to run a Physical Drive Check

How to run a repair

How to search for Large Files

How to Secure Erase a external drive

How to fix permissions

How to perform Instant Drive Pulse

How to perform Speed Test

How to Rebuild Folders

Boot from Cloned Drive

How to change Drive Icons

How to clone a external drive

How to clone Internal Drive

Which apps won’t let me unmount?

Q: Drive Pulse is alerting me about a permissions issue, what do I do?

If Drive Pulse alerts you about permissions on a drive then you can use Drive Genius to fix Permissions on that drive.

Q: Why does Drive Genius say it is not compatible with my virus protection?

Drive Genius 4 is compatible with Virus Protection, however we have seen issues with Drive Genius and Virus Protection software trying to gain access to the same drive. Based on past customer experience, and testing we have seen conflicts with Virus Protection software. However there is no requirement to Uninstall and the warning can be permanently disabled by checking "Do not show this message again" and then clicking the Continue button. A simple workaround would be to disable the antivirus during the time in which you?re using the software.

Q: What do these error codes mean when booting using the BootWell Drive?

Error 1 - Issue with the BootWell Drive

Solution - Try again with a higher speed flash drive or erase drive in Disk Utility and redo Create BootWell drive within Drive Genius 4.

Error 3 - Issue with source drive

Solution - Try to prepare on a working Mac.

Error 4 - Drive is disconnecting or unable to be accessed (possibly from being too slow)(either internal drive or BootWell drive).

Solution - Try again, possibly need a faster high speed flash drive or prepare on a working Mac.

Error 6 - No recovery partition, having trouble accessing recovery partition.

Solution - Try to prepare on a Mac with a recovery partition.

Error 8 - Unable to access main internal drive.

Solution - Try to prepare on a working Mac, error can be caused by internal drive failure.

Error 11 - Log files cannot be created.

Solution - Try again, possibly need a faster/higher speed flash drive.

Q: Where do I find my Drive Genius 4 serial number?

A: If you purchased the software from our Prosoft’s online store: Your serial number will be emailed to you from sales@prosofteng.com (please check your spam filter).
If you purchased from another retailer: Your serial number will be on a sticker on the bottom of the inside cover of the printed insert.

Drive Genius Serial Number
Q: What is a Drive Genius 4 BootWell and why should I buy it?

The Drive Genius 4 BootWell drive is used to maintain and manage your primary internal hard drive on your Mac. Most Drive Genius 4 utilities work on your primary internal hard drive “live” with no need for a secondary startup drive. However certain utilities require starting your computer from a secondary drive so they can have exclusive access to your primary drive, this is where the BootWell comes in.
The utilities that require BootWell are:

  • The advanced Physical Check options.

  • Repair

  • Rebuild

  • Defragment

  • The whole-drive Secure Erase option.

These utilities will automatically prompt you to restart using a BootWell drive as needed.

The BootWell drive purchased with Drive Genius 4 is a Hi-Speed USB 3.0 flash drive. It will run at a higher speed on older USB 2.0 Macs and even faster on a newer Mac with USB 3.0 ports. We have tested the read and write speed on this flash drive on the different Mac OS X that Drive Genius 4 supports. The current Mac OS X is resource intensive and therefore will require a Hi-Speed flash drive to create a Drive Genius 4 BootWell.

This BootWell drive has been chosen after rigorous testing and found this to have the best read and write speeds. Our BootWell drive is a good solution and is available from our website for a nominal price.

Q: I am using a personal USB to create a BootWell, why am I getting errors?

BootWell drives perform at their optimal level when the USB used has certain specifications. The average USB is typically purchased for simple data transfer and storage. These types of flash drives will have problems if they are used to create a BootWell drive generally because of the difference in speed and the chipset used.

Drive Genius 4 requires a USB drive that is 16GB or larger. If you do a search online to purchase a drive you will find them ranging in price from $6 to $25. Why the big variance in what looks likes basically the same thing? Prior to selecting our USB drive supplier we tested several drives extensively to find the drive that performed the most efficiently with Drive Genius 4. One of the big differences in the type of memory and, to a lesser degree, the type of I/O controllers used by USB drives can make a drive perform two or three times faster and last 10 times longer than other drives.

Q: Why do I need to create a BootWell?

With the release of OS X Mavericks Apple made a change in their operating systems which no longer allows 3rd party software to unmount the main internal boot drive while you are booted into it. This prevents the use of certain utilities while you are booted into the drive.

Creating and using a BootWell allows our users to boot into a strictly Drive Genius 4 environment without the need to create a secondary startup disk. Using a BootWell allows the user to run utilities such as defrag, repair, or rebuild with minimal effort.

A BootWell(tm) drive can be used to maintain, repair, or recover your primary startup drive in the event of a primary drive error.
For maintenance purposes, most Drive Genius 4 utilities work on the primary startup drive "live" with no need for a secondary startup drive. However all repair and recovery utilities require starting your computer from a secondary drive so they can have exclusive access to your primary drive.
The utilities that require a secondary startup drive are:
The advanced Physical Check options.
Repair
Rebuild
Defragment
The whole-drive Secure Erase option.

Q: Is instant drive pulse the same as drive pulse?

Yes, Instant DrivePulse runes the most common DrivePulse tests and provides a pass/fail status for the drive. DrivePulse will only run if the system is idle. In the event that you want immediate DrivePulse test results instant DrivePulse can be used. Instant DrivePulse will perform a physical check for bad blocks, a fragmentation test of the drive, and a consistency check for any corruption on the drive.

Q: What are the benefits to defragging my Mac?

Using Drive Genius 4 to defrag your internal HD can speed up your boot times and improve application and file access overall. I will briefly explain the basics of file fragmentation and how to defrag your Mac HD volume with Drive Genius 4.

Adding and deleting files to and from your hard drive will cause the drive to become fragmented. When the OS writes files to the drive, it will look for empty space on the hard drive to write data to. However, this will cause the drive to slow down, as it will need to scan multiple parts of the hard drive to locate and read the file. Drive Genius 4s Defrag Utility puts all these broken up pieces together into one continuous block with all of the empty space at the end. This allows your hard drive to access the data much faster leading to a faster running computer.

Q: What does revive damaged areas do within a physical check?

Most modern drives will automatically reallocate any bad data areas they encounter to another area on the drive. Each drive has a reserved amount of space to handle these reallocations.

If Drive Genius 4 or DrivePulse(tm) informs you it has found bad areas, or you suspect there are bad areas on a drive you can enable Revive damaged areas to allow Drive Genius 4 to instruct the hard drive to reallocate any bad data areas that are found.

When Drive Genius 4 finds a bad area, it will attempt to read the information from the bad area and write it back to the same area. This will kick-in the drive's reallocation mechanism and move the data area contents to a new area.

**Please note that bad data area reallocation will likely result in data loss, as the contents of bad areas may not be retrievable. Therefore, Drive Genius 4 defaults to erasing and formatting the drive if data areas are reallocated. If you want to attempt to recover data from the drive - even though it may be corrupt - you can disable the erase option.

**Please also note that reviving damaged areas is a temporary fix. If your drive has more than 5 bad blocks we highly recommend looking into replacing your drive, as it will only cause more problems down the road.

Q: What speed is the speed utility checking in my Mac?

The Speed Test within Drive Genius 4 will determine how long it takes to read data from a given block on the Drive. The read speed determines how fast the drive will be able to retrieve and use the data stored within the drive. The faster the read speed the faster you can pull data from that drive.

Q: Will the clone utility copy over my recovery volume?

Yes, the software will copy over the recovery volume to the clone. (This will be an exact copy of the recovery volume, so it will be bootable)

Q: What does Rebuild do?

Rebuild is a utility in Drive Genius that will try to rebuild your folder structure on the drive. If this is on your internal start up drive then you will have to start up your mac from the Drive Genius BootWell drive. In some cases you might have to run Rebuild more than once to fix the folder structure on the drive.

Q: Why can’t I defrag my internal hard drive?

Due to the changes Apple made with the release Mavericks 10.9 the live defrag option is not available in 10.9 or 10.10 (Yosemite) or any Mac made after March 2011. You need to boot from the Drive Genius 4 BootWell this is the main reason we created the BootWell Technology so you can have a secondary startup drive to preform the Utilities such as Defrag.

Q: Will deleting the duplicate files affect the original files?

Deleting the Duplicate files found by the Find Duplicate Files will not affect the original files. After you complete the Duplicate files scan you will need to mark the files you wish to remove then by default, all selected files are archived into a compressed disk image stored in the ~/Documents folder yet the original files will not be altered in any way.

Q: What does extended check do within a physical check?

The extended check option will verify the read and write ability of every data area on the drive. Unlike the Revive option, which only attempts writes for bad areas, the Extended check option will read and write the contents of every single data area on the drive; possibly multiple times.

This process goes through great pains to bypass all operating system layers and directly interact with the drive's data; therefore enabling Extended scan will greatly increase the time needed to complete the scan.

If you have the time to let the Extended check complete, it will find faults with the drive even when other tests, other utilities or vendors themselves declare the drive to be in good condition.

**Due to the stress placed on a drive with the Extended check option enabled, it is not recommended for SSD drives.

**Please note that stressing an already failing drive with bad blocks can cause more damage and more bad blocks on the drive. We do not recommend using this option with failing drives.

Q: How come I can’t see the active files on my internal hard drive?

Active Files utility is only available on drive you are not booted into like an external drive or if you are started up from a BootWell the internal drive.

Q: Why can’t I defrag, repair, or rebuild my internal drive while I am booted into it?

Apple made a change with their two most recent OS releases Mavericks and Yosemite that prevents 3rd party applications from unmounting the boot drive while you are booted into it. Defrag, repair, and rebuild all require unmounting the drive to run.

There are currently only two solutions to this problem. You can create a secondary startup disk, which requires downloading and installing a full operating system or using Drive Genius 4 to create a BootWell drive.

Q: In Find Duplicates the selected files turned red, have they been removed?

Yes, when a file turns red within the software, the file has been removed/erased from your system.

Q: Drive Pulse is alerting me to run Repair, what do I do?

If Drive pulse alerts you that you have errors on your drive and drive needs to be repaired. This is a software corruption and therefore using Drive Genius Repair utility you can fix this corruption. If this is your internal drive then you will have start up your mac from the Drive Genius BootWell drive to run the Repair. The internal drive needs to be unmounted to run Repair.

Q: Why can’t I change the icon of my external drive that has more than 1 partition?

You cannot change the icon of the entire external drive when there is more than 1 partition because you can only select one volume at a time to change the icon.

Q: What is Consistency Check?

A Consistency Check is when Drive Genius checks a HFS+ drive for corruption on the drive. All HFS+ drives attached directly to a mac are frequently checked by Drive Genius for corruption on the drives which could lead to the drive becoming not bootable or corruption spreading to the Mac OS X. If Drive Genius finds corruption on the files on a drive it will prompt you to Repair the drive.

Q: If I run 1 pass within secure erase, can I use your recovery software to recover the data?

No, when 1 pass is done, numbers are written on every possible part of the drive and it's most likely that no recovery software can recover it.

+ Drive Genius 4 How To's

How to create Drive Genius 4 BootWell™

How to Defrag my Mac

How to Find Duplicates

How to find exact size of hard drive

How to run a Physical Drive Check

How to run a repair

How to search for Large Files

How to Secure Erase a external drive

How to fix permissions

How to perform Instant Drive Pulse

How to perform Speed Test

How to Rebuild Folders

Boot from Cloned Drive

How to change Drive Icons

How to clone a external drive

How to clone Internal Drive

Which apps won’t let me unmount?

+ FAQ
Q: Drive Pulse is alerting me about a permissions issue, what do I do?

If Drive Pulse alerts you about permissions on a drive then you can use Drive Genius to fix Permissions on that drive.

Q: Why does Drive Genius say it is not compatible with my virus protection?

Drive Genius 4 is compatible with Virus Protection, however we have seen issues with Drive Genius and Virus Protection software trying to gain access to the same drive. Based on past customer experience, and testing we have seen conflicts with Virus Protection software. However there is no requirement to Uninstall and the warning can be permanently disabled by checking "Do not show this message again" and then clicking the Continue button. A simple workaround would be to disable the antivirus during the time in which you?re using the software.

Q: What do these error codes mean when booting using the BootWell Drive?

Error 1 - Issue with the BootWell Drive

Solution - Try again with a higher speed flash drive or erase drive in Disk Utility and redo Create BootWell drive within Drive Genius 4.

Error 3 - Issue with source drive

Solution - Try to prepare on a working Mac.

Error 4 - Drive is disconnecting or unable to be accessed (possibly from being too slow)(either internal drive or BootWell drive).

Solution - Try again, possibly need a faster high speed flash drive or prepare on a working Mac.

Error 6 - No recovery partition, having trouble accessing recovery partition.

Solution - Try to prepare on a Mac with a recovery partition.

Error 8 - Unable to access main internal drive.

Solution - Try to prepare on a working Mac, error can be caused by internal drive failure.

Error 11 - Log files cannot be created.

Solution - Try again, possibly need a faster/higher speed flash drive.

Q: Where do I find my Drive Genius 4 serial number?

A: If you purchased the software from our Prosoft’s online store: Your serial number will be emailed to you from sales@prosofteng.com (please check your spam filter).
If you purchased from another retailer: Your serial number will be on a sticker on the bottom of the inside cover of the printed insert.

Drive Genius Serial Number
Q: What is a Drive Genius 4 BootWell and why should I buy it?

The Drive Genius 4 BootWell drive is used to maintain and manage your primary internal hard drive on your Mac. Most Drive Genius 4 utilities work on your primary internal hard drive “live” with no need for a secondary startup drive. However certain utilities require starting your computer from a secondary drive so they can have exclusive access to your primary drive, this is where the BootWell comes in.
The utilities that require BootWell are:

  • The advanced Physical Check options.

  • Repair

  • Rebuild

  • Defragment

  • The whole-drive Secure Erase option.

These utilities will automatically prompt you to restart using a BootWell drive as needed.

The BootWell drive purchased with Drive Genius 4 is a Hi-Speed USB 3.0 flash drive. It will run at a higher speed on older USB 2.0 Macs and even faster on a newer Mac with USB 3.0 ports. We have tested the read and write speed on this flash drive on the different Mac OS X that Drive Genius 4 supports. The current Mac OS X is resource intensive and therefore will require a Hi-Speed flash drive to create a Drive Genius 4 BootWell.

This BootWell drive has been chosen after rigorous testing and found this to have the best read and write speeds. Our BootWell drive is a good solution and is available from our website for a nominal price.

Q: I am using a personal USB to create a BootWell, why am I getting errors?

BootWell drives perform at their optimal level when the USB used has certain specifications. The average USB is typically purchased for simple data transfer and storage. These types of flash drives will have problems if they are used to create a BootWell drive generally because of the difference in speed and the chipset used.

Drive Genius 4 requires a USB drive that is 16GB or larger. If you do a search online to purchase a drive you will find them ranging in price from $6 to $25. Why the big variance in what looks likes basically the same thing? Prior to selecting our USB drive supplier we tested several drives extensively to find the drive that performed the most efficiently with Drive Genius 4. One of the big differences in the type of memory and, to a lesser degree, the type of I/O controllers used by USB drives can make a drive perform two or three times faster and last 10 times longer than other drives.

Q: Why do I need to create a BootWell?

With the release of OS X Mavericks Apple made a change in their operating systems which no longer allows 3rd party software to unmount the main internal boot drive while you are booted into it. This prevents the use of certain utilities while you are booted into the drive.

Creating and using a BootWell allows our users to boot into a strictly Drive Genius 4 environment without the need to create a secondary startup disk. Using a BootWell allows the user to run utilities such as defrag, repair, or rebuild with minimal effort.

A BootWell(tm) drive can be used to maintain, repair, or recover your primary startup drive in the event of a primary drive error.
For maintenance purposes, most Drive Genius 4 utilities work on the primary startup drive "live" with no need for a secondary startup drive. However all repair and recovery utilities require starting your computer from a secondary drive so they can have exclusive access to your primary drive.
The utilities that require a secondary startup drive are:
The advanced Physical Check options.
Repair
Rebuild
Defragment
The whole-drive Secure Erase option.

Q: Is instant drive pulse the same as drive pulse?

Yes, Instant DrivePulse runes the most common DrivePulse tests and provides a pass/fail status for the drive. DrivePulse will only run if the system is idle. In the event that you want immediate DrivePulse test results instant DrivePulse can be used. Instant DrivePulse will perform a physical check for bad blocks, a fragmentation test of the drive, and a consistency check for any corruption on the drive.

Q: What are the benefits to defragging my Mac?

Using Drive Genius 4 to defrag your internal HD can speed up your boot times and improve application and file access overall. I will briefly explain the basics of file fragmentation and how to defrag your Mac HD volume with Drive Genius 4.

Adding and deleting files to and from your hard drive will cause the drive to become fragmented. When the OS writes files to the drive, it will look for empty space on the hard drive to write data to. However, this will cause the drive to slow down, as it will need to scan multiple parts of the hard drive to locate and read the file. Drive Genius 4s Defrag Utility puts all these broken up pieces together into one continuous block with all of the empty space at the end. This allows your hard drive to access the data much faster leading to a faster running computer.

Q: What does revive damaged areas do within a physical check?

Most modern drives will automatically reallocate any bad data areas they encounter to another area on the drive. Each drive has a reserved amount of space to handle these reallocations.

If Drive Genius 4 or DrivePulse(tm) informs you it has found bad areas, or you suspect there are bad areas on a drive you can enable Revive damaged areas to allow Drive Genius 4 to instruct the hard drive to reallocate any bad data areas that are found.

When Drive Genius 4 finds a bad area, it will attempt to read the information from the bad area and write it back to the same area. This will kick-in the drive's reallocation mechanism and move the data area contents to a new area.

**Please note that bad data area reallocation will likely result in data loss, as the contents of bad areas may not be retrievable. Therefore, Drive Genius 4 defaults to erasing and formatting the drive if data areas are reallocated. If you want to attempt to recover data from the drive - even though it may be corrupt - you can disable the erase option.

**Please also note that reviving damaged areas is a temporary fix. If your drive has more than 5 bad blocks we highly recommend looking into replacing your drive, as it will only cause more problems down the road.

Q: What speed is the speed utility checking in my Mac?

The Speed Test within Drive Genius 4 will determine how long it takes to read data from a given block on the Drive. The read speed determines how fast the drive will be able to retrieve and use the data stored within the drive. The faster the read speed the faster you can pull data from that drive.

Q: Will the clone utility copy over my recovery volume?

Yes, the software will copy over the recovery volume to the clone. (This will be an exact copy of the recovery volume, so it will be bootable)

Q: What does Rebuild do?

Rebuild is a utility in Drive Genius that will try to rebuild your folder structure on the drive. If this is on your internal start up drive then you will have to start up your mac from the Drive Genius BootWell drive. In some cases you might have to run Rebuild more than once to fix the folder structure on the drive.

Q: Why can’t I defrag my internal hard drive?

Due to the changes Apple made with the release Mavericks 10.9 the live defrag option is not available in 10.9 or 10.10 (Yosemite) or any Mac made after March 2011. You need to boot from the Drive Genius 4 BootWell this is the main reason we created the BootWell Technology so you can have a secondary startup drive to preform the Utilities such as Defrag.

Q: Will deleting the duplicate files affect the original files?

Deleting the Duplicate files found by the Find Duplicate Files will not affect the original files. After you complete the Duplicate files scan you will need to mark the files you wish to remove then by default, all selected files are archived into a compressed disk image stored in the ~/Documents folder yet the original files will not be altered in any way.

Q: What does extended check do within a physical check?

The extended check option will verify the read and write ability of every data area on the drive. Unlike the Revive option, which only attempts writes for bad areas, the Extended check option will read and write the contents of every single data area on the drive; possibly multiple times.

This process goes through great pains to bypass all operating system layers and directly interact with the drive's data; therefore enabling Extended scan will greatly increase the time needed to complete the scan.

If you have the time to let the Extended check complete, it will find faults with the drive even when other tests, other utilities or vendors themselves declare the drive to be in good condition.

**Due to the stress placed on a drive with the Extended check option enabled, it is not recommended for SSD drives.

**Please note that stressing an already failing drive with bad blocks can cause more damage and more bad blocks on the drive. We do not recommend using this option with failing drives.

Q: How come I can’t see the active files on my internal hard drive?

Active Files utility is only available on drive you are not booted into like an external drive or if you are started up from a BootWell the internal drive.

Q: Why can’t I defrag, repair, or rebuild my internal drive while I am booted into it?

Apple made a change with their two most recent OS releases Mavericks and Yosemite that prevents 3rd party applications from unmounting the boot drive while you are booted into it. Defrag, repair, and rebuild all require unmounting the drive to run.

There are currently only two solutions to this problem. You can create a secondary startup disk, which requires downloading and installing a full operating system or using Drive Genius 4 to create a BootWell drive.

Q: In Find Duplicates the selected files turned red, have they been removed?

Yes, when a file turns red within the software, the file has been removed/erased from your system.

Q: Drive Pulse is alerting me to run Repair, what do I do?

If Drive pulse alerts you that you have errors on your drive and drive needs to be repaired. This is a software corruption and therefore using Drive Genius Repair utility you can fix this corruption. If this is your internal drive then you will have start up your mac from the Drive Genius BootWell drive to run the Repair. The internal drive needs to be unmounted to run Repair.

Q: Why can’t I change the icon of my external drive that has more than 1 partition?

You cannot change the icon of the entire external drive when there is more than 1 partition because you can only select one volume at a time to change the icon.

Q: What is Consistency Check?

A Consistency Check is when Drive Genius checks a HFS+ drive for corruption on the drive. All HFS+ drives attached directly to a mac are frequently checked by Drive Genius for corruption on the drives which could lead to the drive becoming not bootable or corruption spreading to the Mac OS X. If Drive Genius finds corruption on the files on a drive it will prompt you to Repair the drive.

Q: If I run 1 pass within secure erase, can I use your recovery software to recover the data?

No, when 1 pass is done, numbers are written on every possible part of the drive and it's most likely that no recovery software can recover it.

+ Drive Genius 4 Videos