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    Why one care will not back up my computer.?
    burn it to dvd it shuts down my computer, try to send it to ext. drive and still shut down

     

     

    now it's 05-24-08 no help from support group of one care, had to fix it myself wipe computer clean (format) and start over.

    this is not fun I know but I thought this computer was trashed. Because it whould shut down on it's own.

    Now it seems to be working fine!

    Sunday, April 13, 2008 7:13 PM

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    Something is apparently causing the backup service to crash hard and take the operating system with it. You should contact support to determine what that might be.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    -steve

    Monday, April 14, 2008 6:27 AM
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    I have the same problem.  Gathers files to backup, starts backing up, gets to 1% and then total system crash. Total crash. Hard reboot.  System recovered from a serious error message on reboot.

     

    Went through 4 weeks with tech support, email circus.  Every time I sent them an email with an attachment (system logs, screen shots etc.) they never could receive them....they could receive emails without attachments.  Round and round. Ask me to do somtething, I'd try it, send email with results, 2 to 3 days later they'd ask if I had a chance to try it yet.... Bottom line, this problem never got resolved.  Tech support (after multiple raises to higher and higher levels of support persons) told me that I must not know how to send email with attachments (too funny).  I finally made tech support close the issue because I couldn't take anymore of their rediculous emails asking for the same information over and over.

     

    Anyway, would love to know some potential causes of this.  Read that someone deleted all of their drives in device manager and rebooted and resolved issue, didn't help me, but I also read that someone else had this problem after updating their main hard drive to a larger drive (which I did recently).  Do like onecare, but come on! A total system crash.  That's crazy, even word2007 doing mailmerge with outlook 2007 (which crashes every other time) catches itself without crashing the whole darn system.

    Saturday, May 10, 2008 8:23 PM
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    Sorry to read about the crashing problem and the support issues, Chuck.

    You mention that you installed a new drive. Did you clone the old drive to the new drive? Have you tried reinstalling OneCare?

    -steve

     

    Monday, May 12, 2008 3:08 PM
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    Steve,

    Thanks for your reply.  Yes I cloned the drive.  I had not tried reinstallig OneCare, so today I used add/remove programs to remove OneCare and then reinstalled it....same issue.  Goes to 1% then total system crash.  Using external USB drive for backup. Any other thoughts?

    Saturday, May 24, 2008 12:21 AM
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    When you reinstalled OneCare, I assume that you had to recreate your backup plan. I am not sure how much of the backup plan is stored on the server side and if those settings are recovered back to the PC if you reinstall.

    Have you tried manually copying a fairly large file to the USB external drive to see if we are looking at some sort of controller/driver issue? If it crashes during a Windows Explorer file copy operation of a large file, that may point us in the right direction.

    -steve

     

    Saturday, May 24, 2008 12:28 AM
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    Did you ever get this resolved?  I have done everything too (but don't want to reformat my pc).  I have completely uninstall, used the Windows Cleaner, and reinstalled One Care.  Nothing.  Still crashes at 1%.  There must be a solution if this is happening to others.  Yes, I installed a larger driver, and used Acronis to clone.  Thanks!  I am able to copying directly to my ext. drive no problem, and other back up programs work fine.  I like (or did) One Care, but may have to cancel.

     

    Teresa

    Wednesday, June 25, 2008 1:43 AM
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    Teresa,

    I'm sorry to read that you are having this problem. Please contact support for help in identifying the cause. If the front line techs cannot resolve it, please request that the problem be escalated.

    What version of Acronis are you using, by the way?

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    -steve

    Wednesday, June 25, 2008 2:23 PM
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    A few months ago I was working with support, and they wanted me to get rid of any of my programs that burn DVDs, remove CD/DVD drives, etc.  I did this but that didn't work (I knew it wouldn't).  This appears to have happened after some update that Windows OneCare did late March 2008.  I have always used various DVD burning programs (Roxio, etc.) for years with no problems.  Acronis is Acronis® True Image Echo Workstation® (build 8,076)

    which is a great program, but nothing is 100%.  Last nite I copied all my docs, etc directly to my external drive no issues.  Perhaps this is the best "back up" as you end up with a real copy and don't have to rely on programs.  I will also contact support with an old email from them and ask that this be escalated.  I will post if there is any resolve.

     

    Thanks!

     

    Teresa

    Wednesday, June 25, 2008 3:13 PM
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    Teresa, my recommendation is to use Acronis for your backup needs and disable backup in OneCare on your PC. Acronis is a much more powerful program for backup - being image based as you noted. The OneCare backup is good if you having nothing else, but it is data only. I don't think I'd pursue the OneCare backup problem if I were in your shoes. Let OneCare do what it does best - protect against threats - and use Acronis for backups. I'd also manually copy folders of my most important data files to another drive or DVD on occasion in the event of a problem with the Acronis restore. :-)

    -steve

     

    Wednesday, June 25, 2008 3:34 PM
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    I'm experiencing the same issue as in this thread.  I've noticed that when my machine is connected to wired LAN in my home I experience the hard crash.  When I'm connected using wireless I don't experience the issue.  In fact, the backup is running as I leave this posting.  I am backing up from a Lenovo Thinkpad running Vista to a networked 1TB My Book drive by Western Digital. 

     

    I would be willing to send config files.  I'd like to see this issue resolved.  Is there a way I can do this without having to call support?  I've had similar experiences with the support team that was mentioned in other discussions.

    Friday, July 11, 2008 1:18 PM
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    Hey Stephen and Teresa,

    Sorry I've been away.  Stephen, you asked if I can copy large files etc. to USB drive, yes.  No issues with drive at all. Plus one care hard crashes at 1%....really doesn't back anything up.

     

    Other thoughts?

     

    Teresa, did you get resolution or just go to Acronis?  Probably what I should do as well since I really don't want to re-install dozens of programs (much less try to find their distribution disks, activation keys, and endless online updates) should my hard drive crash.

     

    Thanks for help.

    -chuck

    Friday, July 11, 2008 1:23 PM
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     Mike569412 wrote:

    I'm experiencing the same issue as in this thread.  I've noticed that when my machine is connected to wired LAN in my home I experience the hard crash.  When I'm connected using wireless I don't experience the issue.  In fact, the backup is running as I leave this posting.  I am backing up from a Lenovo Thinkpad running Vista to a networked 1TB My Book drive by Western Digital. 

     

    I would be willing to send config files.  I'd like to see this issue resolved.  Is there a way I can do this without having to call support?  I've had similar experiences with the support team that was mentioned in other discussions.

     

    If you have a look here - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2512403&SiteID=2 - for how to create a support log zip file, the attach it to a message sent to wloc@live.com I'll ask that it be reviewed by the OneCare team.

    For the message subject - "OneCare backup system shut down"

    In the message body, describe the details of the problem, paste this link: http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=3604618&SiteID=2 and provide your forum nickname and contact information. Advise if you are willing to be contacted if the OneCare team needs more information or wants to have a further look at your system.

     

    -steve

    Friday, July 11, 2008 1:41 PM
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     Chuck Jacobs wrote:

    Hey Stephen and Teresa,

    Sorry I've been away.  Stephen, you asked if I can copy large files etc. to USB drive, yes.  No issues with drive at all. Plus one care hard crashes at 1%....really doesn't back anything up.

     

    Other thoughts?

    No problems with being away, Chuck. No, I've got no other ideas at this point. :-(

    -steve

    Friday, July 11, 2008 1:43 PM
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    I am staying with Acronis.  It has features for scheduling back ups and, as Stephen says, much more powerful program for this. As a matter of fact, my computer was acting really sluggish, so I decided to back it up completely (I have a 750 gig HD) with Acronis and blew it away and started over.  I hate doing this, but it has also been quite a while since I have done any "spring cleaning".  Acronis worked flawlessly with backup, and flawlessly to restore.

     

    I am taking Stephen's advice, and staying with Acronis for backups (as I use this same vendor at work - I am in IT).  I will use OneCare for now as another Virus and Spyware layer.

     

    I can tell you this disappoints me with the lack of knowledge on this issue from Microsoft.  Having to jump through so many hoops and uninstall/reinstall programs, hardware, etc. was really just a shot in the dark.  There is a definite problem with this program and it is associated to the size of your Hard Drive (I believe) or the update that took place on their newest version of OneCare in March/April 2008.  I realize you can have problems with software/hardware, but as the manufacturer of the product, they should know how to correct it too.  I have always believed there is too much competition out there to spend a number of hours trying to correct something that should be working in the beginning. - Just my thoughts.

     

    I know you can download different versions of Acronis to try, so that may be an option for anyone experiencing this same issue with OneCare.

     

    Teresa

     

    Friday, July 11, 2008 2:13 PM
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    I have sent the information as per your instructions.  Hope this is helpful in resolving the issue.

     

    Friday, July 11, 2008 3:16 PM
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    Thanks, Mike. I'll keep an eye out for it and let the OneCare team know that the message is awaiting their review.

    -steve

    Friday, July 11, 2008 3:24 PM
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