Data backed up to your account is completely safe. We will have to verify the logs to check if the deletion happened at user end. If you can provide us the ticket number, we can analyze the reported issue immediatly and determine the reason for data deletion.
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IDrive on "Massive data loss by iDrive - cannot get any support"
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DrJ on "Massive data loss by iDrive - cannot get any support"
This is the ticket number ID01143407. I was told by support (over chat, which is all logged and recorded) to rename the 'd' Drive to 'D' drive. I tried this but the rename failed.
All my data was sitting in the 'Trash' - although the iDrive app showed it was missing. I was told by support the app has bugs, so use the web interface and the data will be visible in the trash (again, this is all over chat and I've kept the conversation logs).
The data WAS visible in the Trash using the web interface, but the web interface only allows the restoration of 50 items at a time and there was nearly 100,000 items missing. The support team told me they would arrange a back end restore of the data (to be 100% clear, this conversation was tracked and I have a transcript).
After they emailed me to say the restore was complete, no data had been restored but all of the data was now deleted by iDrive support from the trash.
I have been chasing support for 3 days. Today they replied saying this was due to renaming the drive letter in the application from 'd' to 'D' - this will trigger a permanent loss of all data.
its been 72 hours and I STILL have no explanation from iDrive where my data has disappeared to. It seems unbelievable to get this level of support from a company whose sole purpose is to ensure the safety of their paying customer's data. I have emailed the head office to ask for an update but they simply never reply.
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IDrive on "Massive data loss by iDrive - cannot get any support"
Our Tier 2 technical support team has replied through ticketing. Please let us know if you have not received the response.
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Your Computer Guy on "iDrive Bandwidth test shows the same results on different connections"
Other people have been waiting for some "updates from the development team" over a year and counting... Is this going to be the case? I'm very frustrated with your support by robots and considering not renewing my iDrive subscription next year. Oh wait, there are going to be problems cancelling too!
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Coffeeman on "Extremely Slow Backup"
i have the exact same issue... and i have 6TB of data to backup... ticket ID01146682
on one of my computer the backup even failed because it lack autorisation for it... so seem ive waisted all night backing for nothing...
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IDrive on "Extremely Slow Backup"
@Coffeeman this issue has been escalated and our development team is looking into it. Our Tier 2 technical support team will contact you with an update soon.
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dragonmike on "QNAP backup fails - Reason: Not a regular file/folder."
Why am I not able to back up my NAS? Backup job stops, all files fail. The only reason I see when asking for support is "Reason: Not a regular file/folder."
Help!
EDIT: Ticket ID01148800 opened
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kkcrawf on "Archive cleanup finds huge number of files to delete"
I did archive cleanup about a week ago. No problem. Two events occurred since then: updated my Mac to Sierra, and upgraded my Quicken app. That's it.
Now archive cleanup finds 33,000 files of my approx 90,000 files to delete. Looks like mostly Library/Caches, Pictures/Photos, etc., such as:
/Users/karen/Library/Caches/com.apple.Safari/WebKitCache/Version 11/Records/9376490AC25079D144170C90F1E00D97DBE9C1E6/Resource/D0E43C76A190822B285F61ECC7B418FC3E205601-blob
/Users/karen/Pictures/Photos Library.photoslibrary/Database/Versions/2009/11/07/20091107-215348/TyIgGeHLSJSfOkeQlctz5w/Master.apmaster
/Users/karen/Pictures/Photos Library.photoslibrary/Thumbnails/2016/09/30/20160930-180310/LwRCXSzzSyy7UWk86MhHCg/thumb_IMG_1369_1024.jpg
/Users/karen/Pictures/Photos Library.photoslibrary/Thumbnails/2010/Jon and Friends/Jon 0036_face0.jpg
Help chat had no possible answers as to what would cause this huge change (ticket ID01148633) - just said I can decide what to delete and what not to. I'm not a techie and would like to understand why a third of my files should be deleted.
Would appreciate any suggestions.
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wesmith104 on "Can iDrive backup Outlook while it is open?"
2017-7-18 : please clarify
1. can I use iDRIVE to backup my PC *.pst file (Outlook)
2. can it be open and running?
3. do I simply add c:\users\(PC-name)\AppData\Local\Microsoft\Outlook\Outlook.pst to the list of files to be backed up?
4. is there anyother settings needed as this did not work last night
Bill
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IDrive on "QNAP backup fails - Reason: Not a regular file/folder."
Our Tier 2 technical support team has responded to your query. Please let us know if you have not received the response.
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IDrive on "Archive cleanup finds huge number of files to delete"
We are looking into this. We will contact you with an update soon.
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IDrive on "Can iDrive backup Outlook while it is open?"
IDrive application is capable of backing up open files for supported platforms including Windows 2003 and 2008 servers, Windows 7 and Windows 8 is enabled by default.
Thus, even if your Microsoft Outlook application is open, the IDrive application does a reliable backup of associated data. Similarly, your Quickbooks / Quicken and other possible open files are backed up as well. Please select the associated .pst files to your backup set. Please ensure that volume shadow copy service is enabled and is started.
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kkcrawf on "Archive cleanup finds huge number of files to delete"
Thank you - would love to get some feedback as deleting a third of my files seems risky. Also, around the same time period, I started to get 'files failed to backup'. It started at 2 files and is now up to 8. I asked support how I can search the huge logs to determine what failed and couldn't get an answer. I tried to search using 'fail' to no avail...
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FluteMusic88 on "Local Backup Vanishsed"
I couldn't update my program to the latest version on both my laptop and desktop, so I uninstalled and reinstalled on both machines. It went fine on my laptop, but on my desktop, the option for local backup has vanished. You can set it under the schedule, but under the backup tab, there's only the online backup option, so you can't set the location, select the folders to backup, or start the backup manually. I've done the uninstall/reinstall multiple times, and even deleted the local backup folder knowing I'd have to start over again there, but nothing will get that local backup option to come back. Any suggestions?
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FluteMusic88 on "Local Backup Vanishsed"
And it's suddenly back...NO clue why it worked this time after nearly half a dozen attempts. Weird...but glad it's fixed!
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hm72747 on "Massive data loss by iDrive - cannot get any support"
Support is not good. For example see my non-resolved problem:
Sync doesn't work. Especially when you try to sync the same files from different computers. It is not smart enough to determine which is the newest set of files. So it can override the sync folder with the oldest one. I have reported this and no solution, just emails saying that the problem are my computers.
I just moved back yo Google Drive, which sync feature works perfectly. Actually now is it called Backup and Sync and also includes backup utility and support for big files. It's 'active data protection' feature also works perfectly, that is, determine automatically which files of a backup setting has changed. Now my backup runs automatically on the background all the time and I have to do nothing. This doesn't work properly either in idrive.
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hm72747 on "Poor support"
Support is not good. For example see my non-solved problem:
Sync doesn't work. Especially when you try to sync the same files from different computers. It is not smart enough to determine which is the newest set of files. So it can override the sync folder with the oldest one. I have reported this and no solution, just emails saying that the problem are my computers.
I just moved back yo Google Drive, which sync feature works perfectly. Actually now is it called Backup and Sync and also includes backup utility and support for big files. It's 'active data protection' feature also works perfectly, that is, determine automatically which files of a backup setting has changed. Now my backup runs automatically on the background all the time and I have to do nothing. This doesn't work properly either in idrive.
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IDrive on "Archive cleanup finds huge number of files to delete"
Our Tier 2 technical support team had sent a response. Please let us know if you have not received the same.
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IDrive on "Local Backup Vanishsed"
Thanks for the update.
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IDrive on "Poor support"
@hm72747 Our Tier 2 technical support team has updated the ticket. Please get in touch with us if you have not received the response.
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