Dell Backup and Recovery Application error

Question

Dear Sir/Madam, I have upgraded the basic Dell Backup and Recovery Application to the premium version on my laptop(Dell Inspiron 14z, i7), but it is not working properly! Are you in a position to help? Cleverbridge, the order provider, says to either contact the software maker Softthinks or Dell Support! Visually, the problem is as follows: -            It cannot make a system backup on a system location other than drive C:\, and even then it will not register it in its database. Only the factory image is recorded in Location – Local! -            It cannot make a data backup, generating an error and W8 closing the application. Technically , the problem has generated the following in the Event Viewer: On the day of the upgrade : - System   - Provider   [ Name] TOASTER.EXE   - EventID 0   [ Qualifiers] 0   Level 2   Task 0   Keywords 0x80000000000000   - TimeCreated   [ SystemTime] 2013-02-09T14:43:07.000000000Z   EventRecordID 8997   Channel Application   Computer DellLaptop   Security   - EventData   An Unhandled Exception occured. The given key was not present in the dictionary. at System.Collections.Generic.Dictionary`2.get_Item(TKey key) at Toaster.ProtectionIndex.ProtectionIndexWindowViewModel..ctor() at Toaster.ProtectionIndex.ProtectionIndexPopupWindow.ShowProtectionIndexWindow() at Toaster.MainWindowViewModel.OpenProtectionIndex(Object o) at Toaster.DelegateCommand`1.System.Windows.Input.ICommand.Execute(Object parameter) at MS.Internal.Commands.CommandHelpers.CriticalExecuteCommandSource(ICommandSource commandSource, Boolean userInitiated) at System.Windows.Controls.MenuItem.InvokeClickAfterRender(Object arg) at System.Windows.Threading.ExceptionWrapper.InternalRealCall(Delegate callback, Object args, Int32 numArgs) at MS.Internal.Threading.ExceptionFilterHelper.TryCatchWhen(Object source, Delegate method, Object args, Int32 numArgs, Delegate catchHandler)   And now, when it crashes : - System   - Provider   [ Name] Application Error   - EventID 1000   [ Qualifiers] 0   Level 2   Task 100   Keywords 0x80000000000000   - TimeCreated   [ SystemTime] 2013-02-11T02:56:55.000000000Z   EventRecordID 9505   Channel Application   Computer DellLaptop   Security   - EventData Faulting application name: Dbr.exe, version: 2.0.0.24, time stamp: 0x500d1c4e Faulting module name: STBackupAPI.dll, version: 1.0.0.9, time stamp: 0x50097216 Exception code: 0xc0000417 Fault offset: 0x00218a44 Faulting process id: 0x143c Faulting application start time: 0x01ce080222eddff4 Faulting application path: C:\Program Files (x86)\Dell Backup and Recovery\Dbr.exe Faulting module path: C:\Program Files (x86)\Dell Backup and Recovery\Components\FileBackup\STBackupAPI.dll Report Id: b11c9ca4-73f6-11e2-bea2-e006e6d50b3a Faulting package full name: Faulting package-relative application ID:     Hoping a solution may be found, I remain   Yours sincerely, R. Soares

DELL-Rajath N · Answer

Hi R. Soares,

It can be annoying when the Backup and Recovery application displays an error message. I suggest you to update the application and check if it fixes the issue. To update, open Dell Backup and Recovery application and click on the “Update” tile.

Please let me know about the status

R. Soares · Answer

Hi Rajath N, Thanks for your reply... the application has version 1.0.0.2 and is updated! I have enclosed a few snapshots that speak for themselves! Thanks & regards, R. Soares

R. Soares · Answer

Hi Rajath N,

Thanks for your reply... the application has version 1.0.0.2 and is updated!

I have enclosed a few snapshots that speak for themselves!

Thanks & regards,

R. Soares

Note: the system backup is grey out!

This is the original and only image registered by the application!

DELL-Rajath N · Answer

Hi R. Soares,

Thank you for your reply and for providing the screenshots. We are researching on this issue and will reply in 2 days.

“To know more about Dell’s products, services and drivers & downloads, please go to http://dell.to/QjjZDA “

DELL-Rajath N · Answer

Hi R. Soares,

Thank you for your patience. I suggest you to follow the steps provided in the following link to create a backup using Dell Backup and Recovery:
http://dell.to/TuBVKH

Please let me know if you receive the same error, while trying to back up after performing the steps on the webpage.

R. Soares · Answer

Hi DELL-Rajath N.,

Thank you for your mail. I have followed the steps provided, I even used a different usb drive for the purpose. The errors are the same!

I am afraid there is something quite wrong with this software. As it is, it cannot do what it promises!

What are my options now? Do a re-install or wait for an upgrade?

Thanking you,

R. Soares

DELL-Rajath N · Answer

Hi R. Soares,

Thank you for your reply and for providing an update on the status. I suggest you to re-install the software and check if it works properly. If you experience the same issue again, please send the system Service Tag, Name on the account and the contact details to me via a private message. Click on my name in Blue on the post and then click “Start Conversation”.

DellGypsyMoth · Answer

I'm interested in an update on the status of this issue. I am receiving the same exception code when I attempt a data backup using the version of Dell Backup and Recovery shipped on my two week old Dell XPS 8500 (NOT the Backup and Recovery upgrade). I have not been able to find a Dell download site for the original software, so a re-install is not possible for me.

R. Soares · Answer

Hi DellGypsyMoth,

The status of this issue is ‘solved’!

The Dell Backup and Recovery application can be downloaded from http://www.dellbackupandrecovery.com/en-us/Index.html.

I had two issues: 1. DBR could not index the System backup properly, 2. and an exception generated on the Data backup attempts.

The first one I solved by Uninstalling the program first (there’s no re-install option) and choosing NO to keep the old backups. I had none, but it clears some of previous mess it had written to the registry!

After re-installing the app again, it finally got the system backup indexed above the ‘factory image’ under System Backup.

The latter problem, which maybe your case, was solved by only choosing the Docs folder and some of the Libraries… if you try and backup the Users folder, it will crash!!

Personally, I am keeping my fingers crossed I will not need to use DBR in an emergency.

W8 actually offers a (better?) solution in Control Panel\System and Security\Storage Spaces with a mirror hard disk!

It is all part of the customer experience… good luck with it!

R. Soares

DellGypsyMoth · Answer

Thanks for the DL link... newer version of DBR, but no joy.

As for your later problem, I have only attempted backups of specific libraries within the User's folder, never the User's entire tree... so no help here either.

Glad it has been solved for you, maybe I'll have to contact Dell directly but I guess I'm nervous trying to use a utility that doesn't work out of the box.

I do like the mirroring feature, but I'm really looking for some file back up history as well.

Cheers.

Windows General

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