What’s in this Section?
This section includes troubleshooting tips and contact information for technical support.
Section Topics
7-1: Using BounceBack TechRepair
7-2: Troubleshooting
7-3: Technical
Your BounceBack software installation includes the BounceBack Tech Repair program. This is a utility designed to change parameters involved in the backup process and fix potential problems.
Note: It’s highly recommended that you speak with tech support before using this program.
BounceBack Tech Repair includes the following functions:
û
Disk
Translation – This option allows you to set the disk translation of the
backup device. This affects the bootability of the
backup device if you selected Disaster
Recovery during install. Translation types are LBA and ECHS.
û
Backup
Logging – This option will force BounceBack Backup
to log all files written to the backup drive during a backup. When this option
is unchecked, logging will only happen when an error occurs when transferring a
file.
û
Resident
File Transfer – BounceBack Backup has a unique
feature that allows files that cannot be transferred during a backup to be
transferred after the next reboot. This 2nd
Chance File Technology can be turned off with this check box. You can also
limit the amount of data transferred with this feature.
û
Diagnostic
Transfer Size – Some systems have a special
partition included by your computer manufacturer which may contain diagnostics and other system utilities. BounceBack
has the ability to transfer many of these partitions, but has a set limit to
the amount of data it can transfer. With this option, you can change the size
of the data transferred for these special partitions. The majority of computers
do NOT contain a diagnostic partition. This option has no affect if Disaster
Recovery is not selected during install.
Note: BounceBack does not currently support transferring diagnostic partitions.
û
Tech
û
Log File
Info – Provides access to the
backup log file, it also identifies the last time the backup was used and the
current size of the log file. The log file maybe purge or viewed.
|
Problem |
Solution |
|
The backup scanning process is very slow. |
If you have a virus protection program running, temporarily disable it before starting a backup. Click the icon for the virus protection program in the taskbar to disable it. A USB 2 or FireWire interface can significantly increase the speed of scanning. |
|
The backup scanning process completes but the program is unable to locate the backup drive. |
Make sure the backup device connector has been completely inserted into its correct socket, PCMCIA, USB, or FireWire. |
|
Make sure power is supplied to the USB or FireWire backup drive. |
|
|
Make sure backup drive is the correct one for the computer. Try selecting BounceBack Settings from the Launcher menu. On the Device tab, click the Change BounceBack Device button. |
|
|
Unable to install PCMCIA drivers for PCMCIA backup drive. |
Power down the notebook and remove all PCMCIA card devices from it. Power on the notebook and re-insert the backup drive. |
|
Computer "freezes" when a password-protected backup drive is connected. |
Power down the notebook. Connect the backup drive, with power connections if required, then power up the notebook. |
|
Unable to install software from the CD. |
1. After connecting the backup drive to the computer and loading the drivers, a Windows Explorer window opens representing the contents of the backup drive. 2. Find the setup.exe file and double-click it to launch the installation program. Important: You can only install BounceBack from the backup drive if you have never done a complete backup. In other words, a complete backup to an backup drive will "wipe out" the BounceBack software installation option. You can always use the CD-ROM to install BounceBack. |
For Technical
û You can visit our website at www.cmsproducts.com/support to view the online manual, additional troubleshooting pointers, and technical notes.
û You can e-mail us at support@cmsproducts.com.
û
You can call Customer
Please be ready to provide the technician with the make and model of your notebook, the operating system you are using, and the serial number of the backup drive. If possible, have your computer available when making the call.
When e-mailing or faxing, include the make and model of your computer, the operating system you are using, as well as any information you feel is pertinent. Please include a phone number where you can be reached, and your fax number or e-mail address so that we can contact you.
Note:
No products will be accepted as returns
unless shipped with a return authorization. Call