the backup disk is not available's Avatar

29 Jan, 2011 05:09 AM

I just installed dollydrive and attempted to start my first backup and received the following error: "the backup disk is not available". I rechecked my settings and cannot find a reason for this issue.

  1. Support Staff 1 Posted by Anthony Palermo on 29 Jan, 2011 08:15 AM

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    Can you please use the Dolly preferences menu select change dolly account, go to Time Machine Pref Pane and stop and backup drives. After that please reinsert the username / Password info

  2. Anthony Palermo closed this discussion on 29 Jan, 2011 08:15 AM.

  3. re-opened this discussion on 29 Jan, 2011 09:14 AM

  4. 2 Posted by on 29 Jan, 2011 09:14 AM's Avatar

    Okay, I selected change dolly account under Dolly preferences. Then I went to time machine pref pane and stopped backup. Then I went back to Dolly and entered my account info and it set up the backup drive to Dolly again. I still ended up with the same "the backup disk is not available." error message.

    i had attempted these steps before I posted here in the first place. I tried setting up the account again just to be sure I didn't miss something but it didn't help. I have a MBP running 10.6.6 if that helps.

  5. 3 Posted by garmendia.d on 29 Jan, 2011 03:48 PM

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    I'm having the same problem and I'm getting desperate. Why they don't respond? Who opens up a service and the next day close doors?

    Come on I want to like this product!


  6. 4 Posted by sfmurphy on 29 Jan, 2011 04:10 PM

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    same issue repeated steps above and had the backup disk is not available

  7. Support Staff 5 Posted by Anthony Palermo on 29 Jan, 2011 07:12 PM

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    Sorry for the response time frame we have been busy between F.A.Q. and real support issues. We will respond case by case as I get to the source. We will be with you shortly !

  8. 6 Posted by on 30 Jan, 2011 05:21 AM's Avatar

    I understand that you are a new service and will have some tech problems to begin with, but how is my problem not a "real support issue" and how can I make it one. My credit card has already been charged and the service you provide does not work so how do I go about getting my issue bumped to a "real support Issue"?
    BTW, I also think F.A.Q. shouldn't trump current customer tech issues but perhaps you don't have a strong business background and I'm willing to overlook this because I WANT to love your service.

  9. 7 Posted by sfmurphy on 30 Jan, 2011 06:28 AM

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    I have the same comment what is your service doesn't work not a real support issue?

  10. 8 Posted by on 30 Jan, 2011 07:00 AM's Avatar

    @Steve - I was responding to the Dolly Support comment above mind that stated why they have not had the chance to resolve our issue. He/she commented they are busy with F.A.Q. and real support issues. I took offense with the response because they are saying that F.A.Q. are more important than their current paying customers ability to connect with their service and that our problem is not a "real support issue". I imagine they are overwhelmed with technical issues because they are a new company but no customer wants to be told they aren't a priority. Either way I am excited about this company and hope to do business with them for a long time (and sell my time capsule). This is the future and we should have more competition in the market soon enough.

  11. Support Staff 9 Posted by Anthony Palermo on 30 Jan, 2011 07:36 AM

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    First of all I am really sorry. I read through your threads and I do realize that in the mist of the huge demand and going live I would have definitely never had wanted to give you or any one else the impression that there are different classes of importance. I have spent endless time to give you a product I believe in, and the product is not merely the application or the service, but the experience. Support is part of it.

    In the coming days we will make sure that these initial bumps do not continue and that all contact will be responded as diligently and satisfactory as possible. We believe in you as much as you believe in us.

    Anthony Palermo

  12. 10 Posted by ghfatw on 02 Feb, 2011 11:22 AM

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    How do I uninstall DollyDrive? It does not work for me. I want my old settings back and I am finding this impossible.

  13. 11 Posted by ghfatw on 02 Feb, 2011 11:30 AM

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    Let me clarify - even if you restore the previous settings (as in the menu item on the application), I cannot get Time Machine to work again. I have already cancelled my account -- I just want to be back where I was before I used DollyDrive and cannot get there.

  14. 12 Posted by garmendia.d on 02 Feb, 2011 03:54 PM

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    I had to format/reinstall all my system, because I couldn't make TM to
    work again. It just kept either mounting the disk or just doing
    insanely slow speeds (e.g. 10mb/20min)



    On Feb 2, 2011, at 9:30 AM, "ghfatw"
    <[email blocked]>

  15. Support Staff 13 Posted by Anthony Palermo on 02 Feb, 2011 09:36 PM

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    Dolly Drive does not affect your previous Time Machine in any way. If you want to go back to your old TM settings you go to Preference - Restore. I really dont understand what happened to your computer. Dolly Drive does not even save anything on the computer as it goes to the cloud.

  16. Anthony Palermo closed this discussion on 03 Feb, 2011 08:31 AM.

  17. garmendia.d re-opened this discussion on 23 Jul, 2013 02:36 PM

  18. 14 Posted by garmendia.d on 23 Jul, 2013 02:36 PM

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  24. Travis Rivera closed this discussion on 23 Dec, 2014 02:05 PM.

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