Chomper Stomping jQuery/JavaScript/CSS 3/HTML 5, Java/PHP/Python/ActionScript, Git, Chrome/Firefox Extensions, Wordpress/Game/iPhone App Development and other random techie tidbits I've collected

15Feb/100

Mozy Resolution

About a week ago I talked about trying to download my Mozy account and get a refund after being unable to make a complete backup for over two months.

I just got this e-mail:

Hello Christopher,
I have processed the refunds and reverted you to a free account.

If you don't need any more help on these tickets, I will close them for you.

Let me know if you have any questions.

Sincerely,
Bruce McMullen
[e-mail redacted by blog author]
L2 Mozy Support Technician
Mozy Support is available 24/7
My Schedule: Mon - Fri 12:00pm - 8:00pm MST
Mozy, from EMC

Checked my bank account and sure enough, there was the money! Logged into my Mozy account and sure enough it was downgraded. Nicely done Mozy! I'll keep you in mind next time I'm thinking about trying online backup...

5Feb/101

One Click Backup w/ Sabrent & Hitachi – FAIL

I can't get a full drive backup. I've tried multiple settings.

First I tried to backup all files:

It kept failing, presumably because I was using the computer during the backup. So, i finally just backed up only the 50+ GB of images (which was my major focus) successfully, WIN! Then I went back to the task of backing up the entire C: drive. I noticed that you could just do "Newer", which I decided would allow my backup to continue from where it failed.

So, next I tried:

Still didn't work, but at least it didn't re-backup files already backed up. After deleting several files that were causing it to fail (had to go to the command line for these, because windows could not delete/recognize/open them) I again tried the backup. This time it failed on UsrClass.dat (see the actual error below):

Create date/time : 2/5/2010--8:06:21 AM
Error Report of Backup from [C:] to [Z:\Backup_Drive_C]

C:\Documents and Settings\Christopher\Local Settings\Application Data\Microsoft\Windows\UsrClass.dat
The process cannot access the file because it is being used by another process.

I thought, hrm... Maybe I'll just run it again. Nope. Still failed. Ran again, still failed. Ok, so I'm going to have to actually do something about the file.

I *almost* tried switching to another product, again, but then I realized this would be my fourth product switch and maybe I should at least give Sabrent tech support a try. So I submitted the following help request through their website:

1. Purchased Sabrent SATA 3.5"/2.5" Hard Drive to USB 2.0 Docking Station.
2. Installed one click backup software
3. Placed newly formatted/partitioned empty drive in dock
4. Began backup of C: drive to drive in dock (Z:)

Expected Result:
Full Backup of C: Drive to Z: drive

Actual Result:
Failed after ~20,000 files with the following error:
Create date/time : 2/5/2010--8:06:21 AM
Error Report of Backup from [C:] to [Z:\Backup_Drive_C]

C:\Documents and Settings\Christopher\Local Settings\Application Data\Microsoft\Windows\UsrClass.dat
The process cannot access the file because it is being used by another process.

http://screencast.com/t/N2E3YjdkYz

We'll see how they respond. If I can't get this to work, the next thing I'm going to try is some sort of Open Source drive duplication or backup solution that will let me copy from one drive to another. If that still doesn't work, I'll start looking at commercial, local backup options.

4Feb/106

Downgrading my Mozy account and getting a refund

Let's go on a little journey.

Back in August I heard an advertisement from Carbonite online backup. I thought, you know? What the heck, I've been thinking/worrying about this for two years. I'll give it a try. So I did. Unfortunately, I was in the Firefox web browser. For some reason, you can't successfully download and install Carbonite through Firefox, EVEN THOUGH they have a Firefox specific download page. After 3 days of messing with this, uninstalling, reinstalling, restarting, online chatting (their online chat helper person sucks btw), they FINALLY thought to ask what browser I was in and then informing me it doesn't work with Firefox. CARBONITE FAIL.

So, I went to their direct competitor, Mozy. I signed up for the free 2GB trial account. My backups completed just fine every day for four months. SOLD!

I sign up for the unlimited account. Just the monthly version at this time because I'm a skeptic and don't want to hand them $100 before I even see it work fully once.

After two months of not being able to do a full back up (I actually was able to get 71GB of my total 250GB backed up before it failed one time) I'm ready to cancel. I've already been told by the Mozy support tech I've been bouncing e-mails off of for two weeks that I'll be refunded both payments that I've already been charged.

As I said, I've been bouncing e-mails off of Mozy and they are trying to figure out what is wrong. I've e-mailed them log files, etc, and the last thing they said was there is a conflict with my Symantec (a bunch of errors in their logs). I don't have Symantec installed anymore (I think I uninstalled a month ago) so I was going to uninstall and re-install Mozy, but after I uninstalled I felt I'd rather just opt out of the reinstallation and go with another option.

I went through the online chat to see how that refund they promised me 10 days ago was coming. Then I requested to be downgraded back to the free account (I don't want to delete my account until they refund my money). Here's how that went:

(full chat log):

Please wait for a site operator to respond.
You are now chatting with 'Mubarak'
Mubarak: Welcome to Mozy Live Support. May I have your account email address please?
Christopher McCulloh: REDACTED
Mubarak: Thank you. How are you doing?
Christopher McCulloh: ok, you?
Mubarak: I am doing good. Thank you for asking.
Mubarak: How may I assist you?
Christopher McCulloh: As you may be able to see from my case history, I was supposed to receive a refund for all charges due to the fact that I have not yet been able to complete a backup
Mubarak: Do you have any case ID for the same?
Christopher McCulloh: REDACTED
Mubarak: Thank you, let me check.
Mubarak: I see that this ticket is under research team.
Mubarak: I am checking your account on the Mozy server.
Mubarak: Thank you Christopher, The actual ticket for the refund is REDACTED
Mubarak: I have checked the status and the billing team is working on it to get you the refund.
Mubarak: I will add a note to them about this.
Christopher McCulloh: Ok, how long will that take?
Mubarak: I will update them to make it as quick as possible.
Mubarak: I cannot promise you the exact time.
Christopher McCulloh: ok. Thank you.
Mubarak: Welcome Christopher.
Mubarak: Is there anything else I might help you with today?
Christopher McCulloh: Yes, how do I downgrade back to the free 2GB account?
Mubarak: For that you will have to cancel the existing account completely, or sign up for the free account with a different email address.
Christopher McCulloh: hrm... ok. I'm not ready to do that without having received a refund. Any way to put my account on hold so I'm not charged again?
Mubarak: I will update this request as well to the billing team.
Mubarak: They will contact you via email.
Christopher McCulloh: ok, thanks
Mubarak: Welcome Christopher.
Mubarak: Thank you for contacting Mozy technical support. You have a wonderful day.
Mubarak: Bye.
Christopher McCulloh: you as well.

So, double FAIL, but we'll see how it turns out in the end. Mozy has been more than fair/friendly so far and I will definitely keep them in mind for future backup needs. Let's hope they don't ruin that for themselves by screwing me here at the end...

3Feb/100

One Click Backup w/ Sabrent & Hitachi

I've been trying to get Mozy backup to work for two months now. First of all, my harddrive is 300GB, and apparently this will take two weeks to backup over my connection. On top of that, there is no "start where you left off" feature, so anytime windows downloads an update and auto-restarts, I'm screwed. So, I can either turn that off, or never have a backup. Crap.

Let's try plan B.

Went to Frye's Electronics and picked up a Sabrent SATA 2.5"/3.5" Hard Drive to USB 2.0 Docking Station, which comes with a one click backup button. Then I grabed a Hitachi Deskstar 500GB Sata HDD. Total cost: $99.00.

End goal is to have two or three HDD, once a week I'll click the button and then grab the drive and toss it in my bag and take it to work and put it in my desk and swap it out with the drive in my desk and bring that one home. Rinse, wash, repeat. The other great thing about the dock is that it is scalable and useful. I can back up as many different computers and as much data as I want. I'm only limited by how many drives I want to buy.

So, a little trouble when trying to get the Hitachi drive to be recognized. I had to right click on "My Computer" and select "Manage". Then I clicked on "Storage" and clicked "Disk Management"; Immediately some dialog thingy popped up asking if I wanted to do such-and-such and I said yes (without snapping a screenshot, oops). This was the end result:

It sees this drive as "drive 5". Cool. Whatever.

So, now I right click on the drive and select something about "format" or "partition" (idk, couldn't get a screen-shot, there's only three options, you'll figure it out) and a dialog pops up. I captured some screen caps of what I did along the way. My choices were based on almost nothing other than gut instinct. We'll see how it works out:


(Selected "no" here because I'm planning on this being assigned dynamically because I'll theoretically be swapping multiple drives out here and I want them all to be seen as the same drive by the computer. So maybe I should have chosen "Z" or something, idk...)

At this point I closed out of the dialog assuming I was done. No Dice. When I went back in I saw it was formatting. After about 15 minutes it was only at 8%:

So, it's going to take a while. About an hour later it's done. Apparently bad call on the not assigning a drive letter. It's ok though, I just right click on the drive partition and select "Change drive letter and path..."

And hey, check it out! There it is!

Now I can easily use the software and one button backup that comes with the sabrent docking station.

This step is going to take a while...

About an hour in...

Went to bed, woke up, and my computer had crashed (it does this at least once a week, another reason Mozy wasn't working). So I checked the backup drive. Nope. Didn't get everything. Got about half of everything. Trying again...