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Found 2 results

  1. I have to say that the upgrade from v12 to v16 for Catalina has been the worst experience in my 40 years in IT. Issues: A: The Upgrade Process 1. The Mac uninstaller does not uninstall anything 2. The upgrade produces a screen which provides no apparent way to proceed. You have to know to click somewhere in the screen to get the option to install the retrospect engine 3. That option does not always appear. Summary: this is not very reassuring for anyone upgrading to v16. The issue is known but nothing has been done to resolve it. B: Support 1. Retrospect advertises Australian phone support. 2. Calling the Australian support number results in a recorded response by someone with a British accent who advises that support is currently closed and the opening hours are 9am to 6pm Central European Time. Sydney is currently 10 hours ahead of ECT so that would be 7pm to 4am Sydney time assuming anyone actually answers. 3. Three requests to Retrospect Support about the apparent abandonment of Australian phone support have hone unanswered. The phantom Australian support number remains on the list 4. Given that any support request by mail takes effectively 24 hours, one would expect a comprehensive and accurate response. This is not always the case. 😄 User Interface Mac users are, of course, used to Apple's "ease of use" and Apple's excellent implementation of user interfaces. Retrospect is not an Apple application and, therefore, does not meet the expectations of an Apple user. The user interface is obtuse, clumsy and devoid of helpful tips and information. A right click on an option ought to provide information on what that option achieves. Of course it does not. You must refer to the 278 page manual. Good luck finding what you are looking for... Experience So far. 1. I had to delete everything related to Retrospect from my Mac before reinstalling v16 would work properly. This was a manual task - running the Mac uninstall program achieved nothing as far as I could see. 2. Retrospect is, for some unknown reason ejecting a tape and demanding new media even though plenty of space remains on the 6.25Tb tape. A support request asking why this was happening produced this response: "you should also check under the properties of media set member how much space it is allowed to use." "What storage information does application show for this media set (screenshots would be welcome)?" Really? a) I assume the default space allowance is the total space available. If not, why not? b) How does one check the space allowed for a media set member? I can find nothing in the manual about this and, of course, there is nothing in the user interface that suggests that this is even possible c) The screenshot shows only 103.2Gb written to the 6.35Tb LTO 6 tape d) Why, when I select the partially used tape for this media set, do I get a message saying that the tape belongs to a different media set? How can it? d) what do I do with my half-completed backup which will not utilise the many terabytes of space remaining on two tapes and I have no other tapes to use? e) Why is this happening only with this media set? The prior backups appears to utilise all of the space available. My greatest concern here is that it seems quite easy to disturb retrospect, leading to all sorts of unexpected issues and errors. I have to shut this Mac down this morning, despite it being halfway through a backup. I will not see the a response to my support request until tomorrow morning and, even then, it may be as nonsensical as the other responses I have received. To say I am disappointed is an understatement It is, truly, the worst software and support experience in all the time (40+ years) I have been in IT.
  2. Hi, We bought a licence of Retrospect Professional with support and are facing a blocking matter on our backup strategy. I spent a *huge* amount of time describing our problem in several emails/tickets/phone calls, and tested a lot of possibilities myself. It's been more than 3 weeks. So far no technical person had a look at our problem, I only got replies like "As far as I can assume to understand it seem no solution for your issue" ; no explanation why, which option we have, nor real answer to my long explanations of the problem... The only few response I got are from people on this forum. It's not a serious support. I would not recommand Retrospect to our CTOs/CFOs, and partners for 2 reasons: - unreliable support - so far, retrospect cannot backup our data
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