@AZJerry Please let us know the ticket number that has been assigned to you.
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IDrive on "weird issues since 6.7.1.1 update was installed - UI issues/won't open"
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IDrive on "100 kB/s upload speed"
@ Nathaniel D We are looking into this, we will contact you with an update soon.
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dec on "Extremely Slow Backup"
I concur with pattmatt / Gene. On an iMac running High Sierra ver 10.13.12 and using Avast Security ver 13.4, I turned off the File Shield feature on Avast and backup / upload performance increased fairly significantly and immediately (no need to restart the iDrive app). I am a new iDrive user, too (<1 week) converting from Crashplan as they exit the consumer market. My experience is the same as others in that large files on an external drive were agonizingly slow to backup / upload. We have about 2 TB of data across 3 devices.
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AZJerry on "weird issues since 6.7.1.1 update was installed - UI issues/won't open"
Done
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Florian on "100 kB/s upload speed"
I have the same issue. About 100kbs with a >50Mbs connection to the internet with my Synology NAS.
My ticket number is ID481541262
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IDrive on "100 kB/s upload speed"
@Florian Our development team has requested for remote access. Please let us know if you have received the email sent by our Tier 2 technical support team
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Progforums on "100 kB/s upload speed"
I've just moved from a legacy account to the latest offering. The legacy account upload speeds have been terrible for a while.
For the first month my upload speeds on the new system were good. After a month, I started to get very slow speeds again.
One interesting thing I noticed is, for the first month, my idrive client programs were uploading to servers in the 66.51.0.0/51 IP range, but after the slow-down, the target had changed to 148.66.192.0/18.
I wonder if the 66.51 is fed by a big uncontended pipe to make new customers happy, but once they take their eye off the ball, they're switched to the "general" pipe which is over-saturated.
Thoughts anyone?
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HarryBlock on "RESTORE is SLOW!!"
Hi Seanzilla - Did you get a resolution to your problem? I have exactly the same issue. Trying to restore approx 500 GB to a new hard drive using the iDrive application. The restore speed varies between 500-950 kB/s. The restore time left has been stuck at 9-10 hours since I started!
I ran a test using the web interface and restored almost 300 MB of data in a respectable 20s. that is well in excess of 10x what I am getting in the iDrive application.
#ID693126842
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JRSS on "Infinite loop preparing file list"
same problem here, been talking to support via email - but trying obvious things.
i have even uninstalled my firewall etc, still preparing file list for over 14 hours.
i have cleared the schedule thingy etc. still nothing...
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IDrive on "RESTORE is SLOW!!"
@HarryBlock Our Tier 2 technical support team has responded via ticketing. Please get in touch with us if you have not received a response.
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wherrera on ""File Missing" on files for backup"
I have several files that were flagged for backup but were deleted or moved to a different folder before backup. Idrive (PC version) has these persistently marked as backup failures. Since I know why this failure occurred and it is no longer relevant, is there a way to refresh the backup list to remove those entries? Can a file be edited for this?
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redantpile on "QNAP 2.03.24 No files listed to backup"
Not sure if this started with the latest version but I have no backup sets and no files listed to backup. My existing files are listed under restore. If I create a new backup set no folder/files are listed. I tried uninstalling Idrive and have restarted the nas. Model is ts-231p. It's as if the program no longer has permission to see any files.
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jaydeel on ""File Missing" on files for backup"
I have the same problem.
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wasabad on "Can't backup secondary drives?"
Every time I select a folder from my D: drive or secondary drive, the preparing file list fails. The log report says that the folder/file does not exist even though I select it through the IDrive program. However everything from my C: drive uploads fine.
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DeaneG on ""File Missing" on files for backup"
Same here.
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IDrive on "QNAP 2.03.24 No files listed to backup"
Please raise a support request by forwarding your observations to support@idrive.com Our Tier 2 technical support team will get in touch with you an update.
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jaydeel on ""File Missing" on files for backup"
I think I solved this...
Instead of the Windows application, I used the browser-based version of iDrive.
https://www.idrive.com/idriveent/remote/devices
(You will need to login and provide your encryption key)
Navigate to the problem drive, then to the problem "File Missing" file(s).
Hover over the file, and you will see and 'x'.
Click the 'x' to remove the file.
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Cowthulu on "Exclusions not working"
I am using IDrive 6.7.1.0 for Windows. After backups, I get a number of errors because of a series of tmp files in several of the directories I am backing up. The error looks like this:
[ERROR] [01/23/2018 3:21:52] [C:\Users\*****\AppData\Local\Microsoft\Outlook\BIT89F0.tmp Reason: File / Folder does not exist]
I tried adding a partial filename exclusion that looks like this: *.tmp, but it doesn't seem to work. Some other areas of doc suggest specifying: .tmp
So, three questions:
1. What is the correct format?
2. Is it possible to specify the directory as well as the extension as part of the exclude (doesn't matter for tmp files, but might for others)? In other words, can I just exclude, say, *.png files if they are in a particular directory?
3. Can you update your doc to reflect the format?
Thanks
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Mark_TrueIT on "Unable to continue the backup operation"
I have four servers that have started exhibiting this error message. These servers have not had a problem until recently. They will run for about 10 minutes and then fail with this error:
[Unable to continue the backup operation. Reason : Possible reasons: 1. Ensure that you do not have an intermittent Internet connection. 2. Check if you have granted the necessary privileges on local firewall settings for it to run correctly.]
Tracefile.txt contains this error:
[01/24/2018 10:09:10] Error in GetBackupsetType : System.NullReferenceException: Object reference not set to an instance of an object.
at IDComponent.Utility.Util.GetBackupsetType(String backupsetName, String username)
I have disabled the firewall on the server, uninstalled, cleaned, and then reinstalled the latest version of iDrive, Disabled Capture ATP, Gateway antivirus, and content filter on the firewall, all to no avail.
I ran procmon and found iDrive trying to communicate to jordon.summitprojects.com. What the heck is that and why is iDrive sending my data there?
I have sent log files to no avail. I tried chat support to no avail. They were supposedly supposed to escalate, but no word back.
We have gone almost 2 months without a successful cloud backup on several of our servers. If this isn't resolved this week, we will be pulling all of our business.
Please advise.
Thanks,
Mark
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mikeh66 on "When there is nothing to backup, iDrive shows backup status as "Failure""
I have this problem on 4 windows 10 machines.
I had a missing sync drive (716GB), all data including the online view just vanished (it did remain locally, but not visible to sync folders). After about a week and a few tickets it eventually showed back up, but no update.
I have also experienced the infinite preparing backup list loop as described on multiple pc's.
The product has periodically stopped working and the answer has always to update to a new version. I am used to that but it is annoying, why should a x.x.x.x version update be the difference between working and not working?
I have sent multiple logs on the failure to backup / loop / no files message. I then get a ticket# again referencing the first ticket# that I sent the log from asking me to send the log which triggers the same request again!
At one point a reply came asking to view my PC and a time was picked, I agreed, but never heard back as how to do that.
It seems something really went wrong around the 6.8.1.1 update.
Is anyone correlating all of the same issues from multiple geographically disperse users? Seems something is missing in the support process.
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