It always worked fine, then starting a couple weeks ago it never finishes backing up. It always gets to the same amount of files backed up and then just keeps running. The progress bar spins but doesn’t progress, and the rectangles under the PC icon (showing different categories, i.e. Documents, Mail, etc) don’t change from orange to blue.
If I hold my curser over each rectangle under the computer icon and the My Book icon it shows files haven’t been backed up.
I’ve let it run for hours and it just get to the same point.
If you have already try restarting the PC and stopping and starting the backup, you can try uninstalling the software and reinstalling from our website.
Make sure to check if there’s a report showing which files are not backed up and the reason.
Yes, I’ve tried stopping and starting the backup and rebooting the computer several times. The problem’s been going on 2-3 weeks now. Also, there has not been a report saying specific files are not backed up. I know what that looks like as I’ve gotten it in the past.
As I understand it, you recommend that I should uninstall the WD smartware software (e.g. using the Windows control panel) and then reinstall it from the WD website? Will that confuse the external WD hard drive with all the data already on it?
Do you have a link to where I go to the WD website to reinstall the software?
I waited until that update was available and installed it. Then during backup WD said there were 39 files not backed up. Interestingly, they appeared to all be video files that it has backed up in the past, even though the interface indicated that files from each category (video, music, pictures, etc) were not backed up. But it would get to a point and just keep running.
I gave it a break over Thanksgiving. Tried several times stopping and restarting the back up and rebooting my computer.
So yesterday I did as you recommended - uninstalled and reinstalled the WD software. It started out looking great, it categorized all my files and started backing up from the beginning. But it soon froze my laptop. Pressing the Escape key did nothing and pressing Ctrl-Alt-Del wouldn’t bring up the Task Manager to close WD. Now, verytime I connect the WD drive, or even just start the WD software without the drive connected, it locks up my computer and I have to do a hard restart, holding the power button down for several seconds.
Without the WD drive connected or the WD software started my computer runs fine.
So, I thought I should uninstall and reinstall the WD software again. But now when I go to the control panel only WD software is listed, there’s no WD software installer. The instructions, which I followed the first time, were very clear about only uninstall using the the installer. I went ahead and tried clicking uninstall on the WD software to see what message I would get. It starts the uninstall process but then says it can’t close all components, even though I don’t have WD software open.
