Backup forum

Hi everybody,

I've been using IDrive for over two years now, using their bulk reseller program, where I buy 2500GB bucket and then use sub-accounts to create 50GB chunks for customers.
It works ok for the most part but the Dashboard is useless and many times I had to call customers to make sure their backups actually work, as I can trust anything that I see on the dashboard.

Recent example...
This customer is using Macbook.
On the list of subaccounts, it appears that his backup was successful on the 24th of September


The dashboard says it was a week ago!


Yet I can't see any logs


Exactly the same thing happens with Windows customers as well. The backup statuses would update for a while and then stop. The backups actually run and users receive notifications about them but the dashboard doesn't update. I've been fighting with their support for a few months now and feel like I'm getting nowhere. They just ask me to reinstall the software, run updates, things like that. Indeed, it fixes the issue for a while.

Their response is "the client software updates the dashboard". Oh really? Don't they have some kind of a database where the backup logs and statuses are stored? If they do, why does the "classic view" and "dashboard" show different information? Are they using two different databases to store the same type of info? They don't answer!

Instead, they want me to keep sending logs from customers computers and I don't want to bother anybody. Can't IDrive test their dashboard internally? Even after I do send logs, they just say "oh, just update the software". I want it to update automatically! I don't have time to babysit the backups.

Last edited by YourComputerGuy (2018-09-27 02:37:58)