6 ms·

Yev here -> I'm reading! If you're able, please send me the ticket number so that I can review that exchange and escalate it. I'm sorry that support didn't appe

by atYevP 7y ago

Yev here -> I'm reading! If you're able, please send me the ticket number so that I can review that exchange and escalate it. I'm sorry that support didn't appear grateful for your debugging efforts, but I'll make sure that it gets in front of the developers who can examine the issue. I would update to v7.0 - it does have a lot of minor fixes in there as well (not sure if inherit is addressed, but worth trying).

renaudg 7y ago
Wow thanks Yev ! It's #499226 No hard feelings at all against the support guy, who probably has to deal with dubious customer claims all day. But it was pretty frustrating when he told me the log file I looked at couldn't possibly have anything relevant in it, when I had in fact just showed him plenty of relevant things from it :)
- renaudg 7y ago
  Well, not trying to turn this into a support forum any further, but I've just upgraded to 7.0 and right now SMS 2FA seems broken ("The verification code is invalid" every time)
  - atYevP 7y ago
    Yev here -> I'll do support wherever I see my bat-signal :D Do you have an alternate method set? If you reach out to support -> https://help.backblaze.com/hc/en-us/requests/new https://help.backblaze.com/hc/en-us/requests/new (they have live chat right now) - they can try an alternate method if our primary provider isn't reaching your device!
    - Operyl 7y ago
      It's completely broken here as well, which was really frustrating. I already wasted 117 days of a yearly subscription on one machine because it ran Catalina Beta (which was my fault, I needed a test machine, and I ate the time lost without complaint), but not being able to inherit that back up really sucked afterwards.
      - atYevP 7y ago
        Yev here -> Have you reached out to support about the issue? They are working with our devs to track all of the issues and could use the additional data points -> https://help.backblaze.com/hc/en-us/requests/new https://help.backblaze.com/hc/en-us/requests/new. It's working for most users, so we're trying to whittle down the issue.
        Operyl 7y ago
        It’s too late now, I already wiped the old backup and reassigned the license. I didn’t feel like wanting to waste the time much further after past experiences with support and what I read here.
- atYevP 7y ago
  Just spoke with support you'll be getting an update soon (part of the delay is every time it gets updated by the requester it automatically gets moved to the bottom of the queue due to the way they are ordered - it's a weird quirk). Support should give you more details but it is indeed the case that some of the logs we have aren't tied to every process - so the transmit logs are paramount for debugging inherit backup state issues, but other log files wouldn't be. That said, we should totally fix the typo in the other log files, I've let the devs know about that!
sib 7y ago
Hi Yev - sorry to jump in here; I've been a customer for a long time and would like to understand the best way to move some particular directory structure from an internal disc to an external disc (both of which are backed up by Backblaze) without causing that entire directory structure to be fully uploaded again. This has happened more than once and it's not pleasant.
- atYevP 7y ago
  Yev here -> You're saying that when you moved data over without it changing, the data was re-uploaded? It should deduplicate as long as there's been no changes. If you do see that behavior, please ping support so they can investigate -> https://help.backblaze.com/hc/en-us/requests/new https://help.backblaze.com/hc/en-us/requests/new
  - sib 7y ago
    Yes, that's exactly what happened. It required re-uploading more than 300GB of data. Will reach out to support.
    - brianwski 7y ago
      Disclaimer: I work at Backblaze. > It required re-uploading more than 300GB of data. What should occur is that it must READ all of the files to make sure it has transmitted them already, which can take hours sometimes, but only a tiny, tiny amount of data is actually transmitted to the datacenter. The client basically shows endless streams of files flowing through it and saying "Currently Backup Up: puppy.jpg" but it isn't really transmitting the files, just verifying the contents haven't changed. One way to realize it is doing this is watch a network monitor of some kind. Another is if it is going "impossibly fast", like you only have a 10 Mbit/sec upload pipe and it appears to be uploading at 100 Mbits/sec.
      - sib 7y ago
        Yes, makes sense that it has to read them (and presumably calculate a hash and send that hash to your service) to deduplicate; in this case, it took multiple days to complete the process. This is about how long it took to upload the directory in the first case. I did file a ticket after Yev's reply.
eliog 7y ago
I also ran into the same exact problem today. I installed Backblaze this morning and tried to adopt a previous backup and got the same error. I just restarted as a new backup and moved on. But now reading what renaudg mentioned I took a look at the log files and I see the same error: 20191008161659 - ERROR could not read attribute named supports_inherit The XML is also shown in the log and the attribute is called "support_inherit". +1 vote for a few free months for renaudg. :)
- atYevP 7y ago
  Yev here -> confirmed with the devs that the typo you're seeing doesn't affect the inherit - it's a different process. But we'll fix the typo :D
renaudg 7y ago
FYI I've just confirmed that the issue is still present in 7.0.0.386 (I've seen the same error messages in the log and the inherit process has failed silently)
- atYevP 7y ago
  Thanks - you should be getting an update soon!
  - renaudg 7y ago
    Yev, thanks for intervening but I’ve just received an update so incredible and unapologetic that I’m tempted to share verbatim excerpts here, and I think you should take a look. Support is basically telling me that the inherit process on the server can’t handle my "too large backup state’s indexes", and that I’m gonna have to start afresh and reupload 2TB or so from scratch. Not only that, but in order to even be allowed to do this, I’m gonna have to free up my license first by deleting my existing backup, and accept being left without one during the weeks this will take. You’ve gotta be kidding me ? And I’m this situation in the first place not even because I have a new computer I want to inherit the backup, but because support themselves suggested that I nuke my local backup state and restore it using the inherit feature, to work around the installer being unable to upgrade me to the latest 6.1 release. That’s how it all started. No apologies given either, no offer to investigate further to avoid that very inconvenient outcome. I’ve been a customer for 7 years but honestly, if I can’t trust your systems to handle the "too large" 2-3TB backup of my MacBook and a couple of external HDDs and I’m supposed to accept that, that suddenly makes me less confident in everything else you do. I hope I misunderstood something here, but I don’t think I did. EDIT: Ok, reading the email again I may have misunderstood the part where I need to delete my existing backup first. It looks like I can use the 14 days trial to start a new backup, then transfer the license over before the end of the trial. It’s still pretty bad because there’s no way I‘ll have those 2-3TBs reuploaded within 2 weeks, and of course it’s still a massive inconvenience to do so.
    - atYevP 7y ago
      Yes, unfortunately the re-upload will take some time, but hopefully you can increase threading and get the data uploaded quickly. Understand it's not ideal, but hopefully there's not too much of a time gap between backups.

by atYevP 7y ago

renaudg 7y ago

Wow thanks Yev ! It's #499226 No hard feelings at all against the support guy, who probably has to deal with dubious customer claims all day. But it was pretty frustrating when he told me the log file I looked at couldn't possibly have anything relevant in it, when I had in fact just showed him plenty of relevant things from it :)

renaudg 7y ago
Well, not trying to turn this into a support forum any further, but I've just upgraded to 7.0 and right now SMS 2FA seems broken ("The verification code is invalid" every time)
- atYevP 7y ago
  Yev here -> I'll do support wherever I see my bat-signal :D Do you have an alternate method set? If you reach out to support -> https://help.backblaze.com/hc/en-us/requests/new https://help.backblaze.com/hc/en-us/requests/new (they have live chat right now) - they can try an alternate method if our primary provider isn't reaching your device!
  - Operyl 7y ago
    It's completely broken here as well, which was really frustrating. I already wasted 117 days of a yearly subscription on one machine because it ran Catalina Beta (which was my fault, I needed a test machine, and I ate the time lost without complaint), but not being able to inherit that back up really sucked afterwards.
    - atYevP 7y ago
      Yev here -> Have you reached out to support about the issue? They are working with our devs to track all of the issues and could use the additional data points -> https://help.backblaze.com/hc/en-us/requests/new https://help.backblaze.com/hc/en-us/requests/new. It's working for most users, so we're trying to whittle down the issue.
      - Operyl 7y ago
        It’s too late now, I already wiped the old backup and reassigned the license. I didn’t feel like wanting to waste the time much further after past experiences with support and what I read here.
atYevP 7y ago
Just spoke with support you'll be getting an update soon (part of the delay is every time it gets updated by the requester it automatically gets moved to the bottom of the queue due to the way they are ordered - it's a weird quirk). Support should give you more details but it is indeed the case that some of the logs we have aren't tied to every process - so the transmit logs are paramount for debugging inherit backup state issues, but other log files wouldn't be. That said, we should totally fix the typo in the other log files, I've let the devs know about that!

sib 7y ago

Hi Yev - sorry to jump in here; I've been a customer for a long time and would like to understand the best way to move some particular directory structure from an internal disc to an external disc (both of which are backed up by Backblaze) without causing that entire directory structure to be fully uploaded again. This has happened more than once and it's not pleasant.

atYevP 7y ago
Yev here -> You're saying that when you moved data over without it changing, the data was re-uploaded? It should deduplicate as long as there's been no changes. If you do see that behavior, please ping support so they can investigate -> https://help.backblaze.com/hc/en-us/requests/new https://help.backblaze.com/hc/en-us/requests/new
- sib 7y ago
  Yes, that's exactly what happened. It required re-uploading more than 300GB of data. Will reach out to support.
  - brianwski 7y ago
    Disclaimer: I work at Backblaze. > It required re-uploading more than 300GB of data. What should occur is that it must READ all of the files to make sure it has transmitted them already, which can take hours sometimes, but only a tiny, tiny amount of data is actually transmitted to the datacenter. The client basically shows endless streams of files flowing through it and saying "Currently Backup Up: puppy.jpg" but it isn't really transmitting the files, just verifying the contents haven't changed. One way to realize it is doing this is watch a network monitor of some kind. Another is if it is going "impossibly fast", like you only have a 10 Mbit/sec upload pipe and it appears to be uploading at 100 Mbits/sec.
    - sib 7y ago
      Yes, makes sense that it has to read them (and presumably calculate a hash and send that hash to your service) to deduplicate; in this case, it took multiple days to complete the process. This is about how long it took to upload the directory in the first case. I did file a ticket after Yev's reply.

eliog 7y ago

I also ran into the same exact problem today. I installed Backblaze this morning and tried to adopt a previous backup and got the same error. I just restarted as a new backup and moved on. But now reading what renaudg mentioned I took a look at the log files and I see the same error: 20191008161659 - ERROR could not read attribute named supports_inherit The XML is also shown in the log and the attribute is called "support_inherit". +1 vote for a few free months for renaudg. :)

atYevP 7y ago
Yev here -> confirmed with the devs that the typo you're seeing doesn't affect the inherit - it's a different process. But we'll fix the typo :D

renaudg 7y ago

FYI I've just confirmed that the issue is still present in 7.0.0.386 (I've seen the same error messages in the log and the inherit process has failed silently)

atYevP 7y ago
Thanks - you should be getting an update soon!
- renaudg 7y ago
  Yev, thanks for intervening but I’ve just received an update so incredible and unapologetic that I’m tempted to share verbatim excerpts here, and I think you should take a look. Support is basically telling me that the inherit process on the server can’t handle my "too large backup state’s indexes", and that I’m gonna have to start afresh and reupload 2TB or so from scratch. Not only that, but in order to even be allowed to do this, I’m gonna have to free up my license first by deleting my existing backup, and accept being left without one during the weeks this will take. You’ve gotta be kidding me ? And I’m this situation in the first place not even because I have a new computer I want to inherit the backup, but because support themselves suggested that I nuke my local backup state and restore it using the inherit feature, to work around the installer being unable to upgrade me to the latest 6.1 release. That’s how it all started. No apologies given either, no offer to investigate further to avoid that very inconvenient outcome. I’ve been a customer for 7 years but honestly, if I can’t trust your systems to handle the "too large" 2-3TB backup of my MacBook and a couple of external HDDs and I’m supposed to accept that, that suddenly makes me less confident in everything else you do. I hope I misunderstood something here, but I don’t think I did. EDIT: Ok, reading the email again I may have misunderstood the part where I need to delete my existing backup first. It looks like I can use the 14 days trial to start a new backup, then transfer the license over before the end of the trial. It’s still pretty bad because there’s no way I‘ll have those 2-3TBs reuploaded within 2 weeks, and of course it’s still a massive inconvenience to do so.
  - atYevP 7y ago
    Yes, unfortunately the re-upload will take some time, but hopefully you can increase threading and get the data uploaded quickly. Understand it's not ideal, but hopefully there's not too much of a time gap between backups.