Online DataSafe service

Question

I can't find where to ask for help with the Dell online DataSafe service that came with my XPS system. XPS tech support has only a 5 page manual. They don't know anything about it. There's no manual online. I can't get the screen that shows the files that were backed up to expand so I can see the full file names and see the whole list of files. It shows only the first 8 or so files. There is tutorial online....just a promitional video and list of FAQs that don't apply to my problem at all.   Where is a detailed explanation of this program? The user interface is sorely lacking. There is no progress bar to show how much has been transferred after the files have been scanned.   Am I the only one having problems with this service? Is there a forum that discussed this service? My system came with a free one-year 20GB subscription, but the email telling me how to activate my free account (rather than pay for it) didn't arrive until the day my return-the-computer-for-free period was over. Wouldn't it have been simpler to put something about it in the box with the physical computer? Go figure.

mombodog · Answer

I have notified a Moderator about this issue, I will be Monday/Tuesday before you get a response from them.   I cannot find very much documentation either, looks like a nice service, but no real manual.   Are you looking in 'restore my files' ? http://support.dell.com/support/topics/global.aspx/support/dsn/en/document?c=us&cs=19&dl=false&l=en&s=dhs&docid=31AA6B6EE1AC21F5E040A68F5B282334&doclang=en         All the Dell knowledge Base articles http://search.dell.com/results.aspx?c=us&l=en&s=dhs&cat=sup&cs=19&k=datasafe+online&qmp=12&p=1&subcat=dsn&rf= all&nk=f&sort=K&snpsd=A&ira=False&~srd=False&ipsys=False&advsrch=False&~ck=anav

pdschweitzer · Answer

MaHubs wrote:

I can't find where to ask for help with the Dell online DataSafe service that came with my XPS system. XPS tech support has only a 5 page manual. They don't know anything about it. There's no manual online. I can't get the screen that shows the files that were backed up to expand so I can see the full file names and see the whole list of files. It shows only the first 8 or so files. There is tutorial online....just a promitional video and list of FAQs that don't apply to my problem at all.

Where is a detailed explanation of this program? The user interface is sorely lacking. There is no progress bar to show how much has been transferred after the files have been scanned.

Am I the only one having problems with this service? Is there a forum that discussed this service? My system came with a free one-year 20GB subscription, but the email telling me how to activate my free account (rather than pay for it) didn't arrive until the day my return-the-computer-for-free period was over. Wouldn't it have been simpler to put something about it in the box with the physical computer? Go figure.

Have your reviewed this: http://www.dell.com/content/topics/global.aspx/services/datasafe/en/datasafe_faqs?us&l=en&dhs

Rank_Outsider · Answer

You're not the only one MaHubs!  My Datasafe Online incorrectly modifies the registry each time it loads, thereby stopping the Datasafe Online Scheduler from running.  If I fix it, Datasafe Online comes in and breaks it again, thereby preventing my data from being automatically backed up (see http://www.dellcommunity.com/supportforums/board/message?board.id=sw_other&message.id=62362#M62362).  Do you get a C:\Program Files\Dell folder opening when you start up your computer?   I paid for my copy of Datasafe Online, but that obviously doesn't guarantee quality!  The user interface is abysmal.  The program scans the all the files it is going to backup before it starts, so you would think it should be able to give a status bar or something to show progress.  The time estimate for backup is also hopelessly inaccurate.  I also can't access the web portal - it says that both email addresses I used to register the copies on our two notebooks don't exist.   I seem to remember not being able to view the whole list of backed up files at first too, but I can now (some sort of automatic update perhaps?).  There should be a scroll bar to the right of the list of files.  I agree that not being able to expand the window is pointless - I have seen too many applications that insist on doing this for no obvious reason - just frustrating!   Tip:  Hold the mouse pointer over the truncated folder name to see a tool tip open up - this contains the whole folder name, so that you can distinguish between files with the same filename that are in different folders.

venturalaw · Answer

I just purchased Datasafe Online. I too wish there was a user's manual.

My quesiton is when I add to the initial backup online, will files that I deleted on my harddrive be deleted from the online backup?

Rank_Outsider · Answer

No, Dell Datasafe Online will only keep a backup of the files currently located in the locations you specify during setup. Deleted files are deleted from the backup next time Dell Datasafe Online runs.

Retention of deleted files (known as archiving) is supported by some other backup services.

I made the mistake of purchasing Dell Datasafe Online, and have been looking for an alternative since. I am currently trialling Mozy (free for backups of less than 2GB), which is excellent. It does offer version support, which means it retains previous versions of updated files for 30 days (so even if you don't delete the file, but it becomes corrupted or accidentally saved over, you can recover the original). Interestingly, previous versions and deleted files do not count towards your 2GB limit.

Please note - the deleted files and previous versions of files are only retained for 30 days - if you want long term storage (i.e. proper archiving) you will need to use a different service.

muglich · Answer

I am at my wit's end with this. I suffered a hard drive failure a week ago on my XPS One. Not restorable, not reformatable. Dell replaced it under the warranty. I won't bore you with the details, but that was a horrible experience in and of itself. Last Thur. I was finally ready to try and recover my data from DataSafe. Went online, downloaded the application again. When I looked at this online it said I had 29 GB of data and it would take 4,500 hours to restore. Right, 187 days. So I went to online chat, tech came on and looked at settings on my pc. Reinstalled DataSafe and said it should be fine and just to let it run. 8 hr. later it said it was done but recovered nothing. Got online with 2nd tech, uninstalled, reinstalled, said that while the desktop application said it would take 209 hr. it probably would not and should be done by that night. 56 hours later it was still running, though how would one know since there's no status bar. PC ended up getting rebooted so next day I called Dell tech support. Got very nice guy who promised it would be my last call. [Think that was because he meant my last call to him because he won't respond to the email he sent me.] He talked to the developer on chat while we were on the phone. He said that yes, the desktop 209 hr. was probably accurate. I expressed all of my concerns about this crummy product, tiny window, can't see full path for files, doesn't seem as if all of my files are there. In online version I can only see my C:\ folder about 10% of the time and that usually takes about 10 min. for it to appear. No hourglass or anything to give you a clue that it's working on this. And the online estimates of time don't match at all the ones on the desktop version. So, the application was ticking away. Meanwhile I had increased my DSL speed from 768KB to 6MB trying to get this finished. Came home yesterday and it said, on a grayed out screen, that it had completed successfully and 0 files were restored. This was after about 24 hr. Lovely, so now, yet again, it's completed and I have nothing restored. Called tech support again and got someone who I could barely understand. He wanted to get on my desktop, and would be the 4th tech to do so. Ended up talking to his supervisor. He's going to contact the developer and I should hear something in 3-5 days. Told him this was not acceptable. I wanted to speak to his supervisor but he said he didn't have one. I've been working with them on this for 7 days now and I want them to copy my data to a zip drive and overnight it to me. I've done everything they've asked and have nothing to show for it. I plan on contacting Dell yet again today but I have everything on here, my Quicken files, a decade of genealogy research, recipe files, all pictures, all music, etc. I thought I could trust this Dell product as this is my 4th Dell pc and it never occurred to me that they would offer a terrible product, but my trust was obviously misplaced. Assuming I get my data back, I will be finding another online backup service. This one is absolutely horrendous and I'm very disappointed with Dell. If you're using this service I would strongly encourage you to find another solution.

dsopro · Answer

Hi muglich,

Sorry to hear you are having trouble with your Datasafe online. I have a friend who works in Datasafe support and I am able to forward along requests to him directly and have been able to help out a couple people in this manner. If you would like, send me an email or PM and I would be happy to forward it along. It sounds like things are progressing for you now but if you'd like me to forward anything along please let me know.

~dsopro

Driver_A · Answer

Hello DSOPRO - I realize your last post on this was over three years ago but what Muglich describes above  is the exact  problem I am currently having. So things have not improved too much where the DataSafe Onlline service is concerned.  I have been trying without success to recover the contents of a failed HDD that was backed up on-line. I can get individual files (from time to time) and once even recovered an entire folder's worth of files but most of the time the service fails no matter if I wait for the files or elect to receive the e-mail notification once complete (that has never worked, actually). I really think the files are still there - just cannot get to them. Can you please get me to the right person at Dell? As numerous other persons have posted, calls to Customer Service are pointless.  Thank you.

AlanWhitaker · Answer

My 47GB of backed up files are simply not listed and support is unreachable. Four years after MaHub's post this program is still a rip-off.

Driver_A · Answer

Alan: I was able to find this number to call 877-218-1671. It appears to be dedicated to the DataSafe Online product. The person I spoke with was very helpful. We did launch a restore and I got about 50% of my data before an error was encountered. Dell is supposed to provide a FUP call yet today; if they don't they also gave me a Case Number which I thought was great.  I was trying to use the web-based DSO site to restore the files which always failed me. The DSO technician loaded the application on my new (Dell) PC and at now I can claim at least partial success. I'm hopeful that the rest of my data can soon be restored as well. Try that number; perhaps things will work out OK for you.

AlanWhitaker · Answer

Driver_A: thanks much for your reply.

After wasting much of yesterday afternoon searching for a support number or link I've given up on Dell and will move to another online backup services. Fortunately for me I didn't lose any data as I discovered the problems during routine testing.

Other less fortunate folks will appreciate the phone number you provided (877-218-1671) since it's not discoverable from the Dell support pages.

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Online DataSafe service

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