User should first check that the external drive being used is compatible with iSTAR Pulsar+, currently only one device is supported per the advice in this article. All other devices are not currently supported by NCTech. To be used with iSTAR Pulsar+, the external drive must be formatted as NTFS.
Users must boot iSTAR Pulsar+ fully to ready status (2 solid green LEDs) prior to connecting a compatible external drive. If the device was powered up with an external drive connected it will not be recognised, in this case a user must disconnect the drive, power iSTAR Pulsar+ off and then back on again, and connect the drive only once it is "ready".
When connecting a compatible external drive to an iSTAR Pulsar+ device in ready status, users should allow up to around 10 seconds for the drive to be detected and then either browse to the "Routes" section or if already on it, refresh it - the option to "Copy to USB-C" should then become active. If this doesn't occur, users may unplug the USB-C cable from iSTAR Pulsar+, rotate it 180° (turn the plug upside down), reinsert it and wait for detection.
While USB-C is designed to function multi-directional, this isn't currently the case when using an external drive with iSTAR Pulsar+, it will only function if oriented correctly. It is recommended that users mark the "correct" orientation of the USB-C cable where it connects to the device so that it may be connected the correct way each time in future.
If after all of the above the external drive remains unrecognised by the iSTAR Pulsar+ device/app, then please raise a support request and our Support team will assist further.