Problems with backup destination checking

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Problems with backup destination checking

by rossv » Thu Apr 09, 2015 12:44 pm


We are trialling BackupAsssist to decide whether it's worth the purchase.

We are backing up to an external USB drive. We have two physical USB drives.

We have used a template schedule whereby we backup once per day, and swap the drives over once per week (weekly off-site rotation).

When we perform a backup we always receive this error: "BA237 The wrong external hard disk is connected"

I cannot see what the problem is, the external disk is indeed the CORRECT one. The only thing I did was to use a different name for the disk when I "prepared" it.

Is there some way to examine the logs so that we can determine what name BackupAssist expects and what it actually sees, or is there some other solution?

Also note that we e-mailed support, but the person there sent us an unhelpful e-mail and afterwards never replied again. Running out of patience.

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Joined: Thu Apr 09, 2015 12:39 pm

Re: Problems with backup destination checking

by michael.jones » Fri Apr 24, 2015 8:41 pm


It's Michael Jones from support.

Issues with media management can be caused by sceduling configration "misunderstandings", as well as not having the media properly prepared.

Would it be possible for you to send in a set of diagnostic information from BackupAssist? This will give us a lot more information to run on to be able to help resolve this quickly for you.

The steps to submit diagnostics are as follows:
1. Open BackupAssist.
2. Click on the Help menu across the top of the console.
3. Select Feedback and Support... from the drop down menu.
4. Click on Contact Support.
5. Enter the details asked for:

Valid E-mail Address: (so we know where to send our answer to your question).
Subject: Brief overview of your query.
Message: A detailed overview of exactly what your query is about. The more information you give here will make it easier for our support team to assist you.

Make sure the tick box stating 'Submit system diagnostics to help our support team with your query' is ticked and this will zip all your BackupAssist settings so that we can review these specifically for your environment.

If you have further issues, please browse to:

32-bit OS: C:\Program Files\BackupAssist vX (where X is the version number you're running)
64-bit OS: C:\Program Files (x86)\BackupAssist vX (where X is the version number you're running)
Browse for a file named and send this to us directly.
As an alternative, you can also use our manual upload site which has a limit of 50MB. The URL for this manual submission page is ... submit.php
Should you have additional questions, please don't hesitate to contact me - I'd be glad to assist you.

Thank You,
Michael R. Jones
BackupAssist Help Desk
US Support New Albany, IN
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Cortex I.T.
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Joined: Tue Mar 09, 2010 8:04 am

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