The software is unreliable. Request a Reinstallation DVD.

If you are in the US or CA you may also fill in the online request form:

<ADMIN NOTE: Broken link has been removed from this post by Dell>

Unfortunately Dell haven't extended the courtesy of the online request form to other regions so you will need to phone Dell Technical Support in these cases.

Can I ask exactly which version of DBaR you are using?  We recently posted 1.6.2.4 as the latest web update.  You can update from within the app.  Is the external HDD clean/formatted or do you use it for other purposes as well?  Is it connected directly to the OptiPlex or are you using a hub?

Thanks

I'm using 1.6.2.4 and having the same problem.  My system is an XPS 15 L521x running Windows 8.1.  My external disk is clean formatted, connected directly to one of the USB ports.

Thanks for the feedback.  I'm the Lead Quality Engineer for this program and am actively working this issue with the Development  team.

Would you be willing to work with me by collecting some log files so we can try to find the root cause?

Thanks!

Sure, what do I need to do?

1. Find the "QTtool Lite.exe" utility on your system.  This should be in C:\Program Files (x86)\Dell Bakcup and Recovery
2. Double click the utility and Run as Administrator
3. Run Dell Backup and Recovery and get the error you are seeing on the screen.
4. Click on the Camera Button located at the middle bottom of the screen, above the DiskSnapper button (in the QTtool Lite utility)
5. The utility will disappear for a few seconds and then capture an image of your desktop (with Dell Backup and Recovery showing the error)
6. Once the desktop image and logs have been captured by the utility, it will place a zip file on your desktop showing the system name and a time stamp.

Once you have the file on the desktop, let me know and I'll find a way for you to get it to me.

Thanks so much for your help!

OK, got it:

XPS15-Capture-20140221-192341.zip

I guess there's no upload on this site?  It's 3.4MB, BTW.

seldredg, I'm sorry that Tech Support was not able to resolve your issue.  I am not in TS, nor am I a forum moderator.  I sit on the development team for this product and am keenly interested in resolving this.

Do you still have the log file?  Do you still have DBaR Premium installed, valid cloud account?

If so, please check your DBaR version number.  If it is < 1.6.4.2, please update the application (update tile on home screen) and try again.

Would you mind posting the log file to the 'files' tab on your profile (alternatively to the 'files' tab on this forum)?  Let me know what file to look for if this is successfull.  I will get the log file to the engineering team for eval.

Thanks Much,

Go to your forum profile, you should see a 'files' tab there.  Try to upload the .zip there.  If that doesn't work, you can click on the 'files' tab for this forum and put it there.  Let me know if that works and I'll retrieve the file (will delete it from the forum once I have it).

If niether of these methods work, I'll send you alternative instructions.

Thanks again for your help.  I'll let you know the minute we find something out.