@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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IDrive on "Massive data loss by iDrive - cannot get any support"
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flyingcelt on "Extremely Slow Backup"
@tango is absolutely right, unfortunately. I'm an IDrive customer for a year and I've NEVER EVER seen my upload and download speed running faster than 4mbit when I'm lucky, either upload or download, when actually my optic fibre connection is a 20 mbit upload and 100 mbit download.
I tested my connection on speedtest.net to a server in California while in chat with one of their customer support memebers, and he could see with his own eyes how it performed as I was sharing my screen with him through teamviewer. Well, it was running at full capacity for my bandwidth.
The thing here is either they throttle the bandwidth, or they have too many users for what their systems can put up with, although I'm quite sure it's likely the first option of the two. Why? Because in the second case speed would vary according to how many users are uploading or downloading at that given time. The proof for that is that along 1 year, every time I backup or restore, what I see is a consistent 350kb/sec in the progress bar. Never 360, 390 or 1050 or whatever other value. The service is clearly throttled, despite what they will reply now here with something like: "we do not throttle the bandwidth, send an error report, which will lead eventually to the tech team whom will get back to me by asking me to install a custom version of their software (done dozens of times, no "luck"). Eventually, after many emails, days, weeks, months, they will tell me it depends on how many hops and nodes are in between my computer and their server, and then all this infinite cycle will start over again.
I tested other online backup services and yeah, speed was not consistent (which is actually a sign that makes me think that idrive throttles bandwidth) but at least I could see speed going from 3 mbit up to 20, 50, 90 mbit etc according to how many users were using the service at that time I guess. With Idrive the speed is consistent and slow, again, it's a clear sign of capping the bandwidth.
Now, one of their representative will write here the usual bull. Don't believe him.
Actually, don't even bother to copy and paste your lies here. Just uncap the bandwidth, or I'll write in every single forum of the whole internet what you are doing.
Ticket #ID01100207
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flyingcelt on "Idrive slow restore, capped to 3 Mbit/s?"
@Mr Jinx and @ashpole are absolutely right when they say it's capped from the client software.
I'm an IDrive customer for a year and I've NEVER EVER seen my upload and download speed running faster than 4mbit when I'm lucky, either upload or download, when actually my optic fibre connection is a 20 mbit upload and 100 mbit download. If you see a task manager connection graph during upload or download in idrive, you will be able to trace a straight horizontal line on speed peaks, confirming the cap.
I tested my connection on speedtest.net to a server in California while in chat with one of their customer support memebers, and he could see with his own eyes how it performed as I was sharing my screen with him through teamviewer. Well, it was running at full capacity for my bandwidth.
The thing here is either they throttle the bandwidth, or they have too many users for what their systems can put up with, although I'm quite sure it's likely the first option of the two. Why? Because in the second case speed would vary according to how many users are uploading or downloading at that given time. The proof for that is that along 1 year, every time I backup or restore, what I see is a consistent 350kb/sec in the progress bar. Never 360, 390 or 1050 or whatever other value. The service is clearly throttled, despite what they will reply now here with something like: "we do not throttle the bandwidth, send an error report, issue will be escalated, blah blah", which will lead eventually to the tech team whom will get back to me by asking me to install a custom version of their software (done dozens of times, no "luck"). Eventually, after many emails, days, weeks, months, they will tell me it depends on how many hops and nodes are in between my computer and their server, and then all this infinite cycle will start over again.
I tested other online backup services and yeah, speed was not consistent (which is actually a sign that makes me think that idrive throttles bandwidth) but at least I could see speed going from 3 mbit up to 20, 50, 90 mbit etc according to how many users were using the service at that time I guess. With Idrive the speed is consistent and slow, again, it's a clear sign of capping the bandwidth.
Now, one of their representative will write here the usual bull. Don't believe him.
Actually, don't even bother to copy and paste your lies here. Just uncap the bandwidth, or I'll write in every single forum of the whole internet what you are doing.
Ticket #ID01100207
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flyingcelt on "Bandwidth Test"
@Your Computer Guy Yes, I was contacted, although at their veeeeeery slow pace.. and the emails are still going back and forth from em to them and back for a year now. They were never able to solve the problem so far, and they never will, simply because they do throttle the bandwidth on the client side. Just trust me on this.
Now the support will paste here the same old sentence stating they do not throttle blah blah blah. They do. I can prove you that.
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flyingcelt on "iDrive Bandwidth test shows the same results on different connections"
@Your Computer Guy please contact me at theflyingcelt (at) gmail com to run some tests together if you like.
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flyingcelt on "iDrive Bandwidth test shows the same results on different connections"
IDrive is a joke
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flyingcelt on "Extremely Slow Backup"
I'm trying to backup from the web instead of using IDrive client. So far the speed seems to be good, which tells me the problem (catch? cap?) is probably in the client.
Can someone else please run a test too and report here?
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flyingcelt on "Extremely Slow Backup"
EDIT: I believe the cap is set at 4 mbit, either when uploading from the client or from the web. The reason why from the web the upload was faster is because every file was capped to 4 mbit, and as the web interface was allowing me to upload 4 files at a time, I was uploading at 16 mbit. Now that all files completed but one, it's uploading at 4 mbit, which would be ok for a single file, BUT IDrive client uploads only 1 or 2 files at a time through the idwutil_600.exe, 1 process per file. IDrive, it looks like we are finding skeletons in your wardrobe as we say in my country.
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DanS on "Backups hanging"
Did anyone ever find a resolution to this? I'm seeing the same issue consistently and can't get my backups to complete. Always seems to hang on individual files.
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IDrive on "Backups hanging"
Please send out an error report to our Tier-2 technical team using the IDrive application by clicking on Username on top right corner and select "Send Error Report". One of our Technician will get back to you with further troubleshooting steps via email.
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amn70 on "Idrive Service process ton of CPU usage"
Even when Idrive is not running its scheduled back up and continuous backup is disabled CPU usage from the IDrive Service process constantly runs high hovering at about 40-50% most of the time. Have Idrive running on an older machine with an Intel Core 2 Duo processor but no reason that should cause it. Any idea why?
Thanks in advance,
Adam
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macVsog on "Backups hanging"
I too was dealing with backups hanging, CDP not working etc after upgrading to a newer version on Windows Server 2012. Beforehand it worked flawlessly. I contacted support/Tier 2, submitted logs and they remoted into the system and uninstalled/reinstalled several times with no resolution.
At the time, I updated to versions 6.6.0.1 and 6.6.0.3. I finally uninstalled and went back to version 6.5.1.16 released on September 22, 2016 and everything works great again. Version 6.5.1.15 Released on September 15, 2016 also works fine from testing.
Friday August 4, 2017 I tried with the most recent version 6.7.0.10 and it still hangs on backups plus I get no permission errors that I never had before. It just hangs up on backups, so again I reverted back to 6.5.1.16 and everything works fine. I did a full uninstall and cleared out all the straggling registry entries to prevent any potential conflicts before reinstalling to 6.5.1.16.
CDP functions properly again and the backup schedules work great so there was something wrong with versions 6.6.0.1, 6.6.0.3 and 6.7.0.10. Again for my particular system 6.5.1.16 resolved my issue - glad I kept all my upgrade versions to fall back on.
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IDrive on "Idrive Service process ton of CPU usage"
Please send out an error report from IDrive application using "Send error Report" option from the application so that our Tier-2 team could review the backup logs to determine the cause of CPU usage.
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IDrive on "Backups hanging"
@macVsog let us know the ticket number that was assigned to the reported issue.
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macVsog on "Backups hanging"
ID01095998
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IDrive on "Backups hanging"
@macVsog we are looking into this. We will contact you with an update soon.
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JF on "Idrive slow restore, capped to 3 Mbit/s?"
I seem to be capped at 8mbps myself. I ran a speed test while doing a restore, and still got 50+mbps at the same time up and down. Clearly, the problem is NOT my bandwidth. I'm running Windows 10, on a new machine, restoring data from a failed drive. With my bandwidth, it should take about an hour, it is going to take 8+.
Not cool.. need to fix or be up front about whatever the issue is.
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JF on "Bandwidth Test"
I'm getting similar results. I average 60mbps download on my google fiber tests.... my idrive client is averaging ~1000 kB/s during my large restore! Frustrating.
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JF on "Extremely Slow Backup"
Obviously the idrive bandwidth test is utter BS. I too get EXACTLY what other report.. 10MB/s down and 3.43 MB/s upload. How can that be? I just tried 3 other bandwidth test and I get between 50 and 75Mbps each way.
Meanwhile, my restore is running at ~1000 kB/s. If that is in fact all they will deliver, they need to make that clear in their advertising.
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flyingcelt on "Idrive slow restore, capped to 3 Mbit/s?"
@JF exactly, 8mbit in toal, that's because IDrive uses 2 processes called idwutil_600.exe for transfer (1 process per file being transferred) and this process is clearly capped at 3-4 mbit each 4 x 2 = 8 There you go. Check in your task manager for confirmation: restore 4 big files and you will see only 2 of those processes are used at the same time. Then check for each of those processes the speed under network in task manager.
The cap must is in the software through a well-engineered programming.
I'm in Italy and I'd like to run some tests with some of you. please contact me at theflyingcelt (at) gmail com
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