FreeAgent Products

[frustratedbuyer]

Hi both,

Sorry for lack of response. I couldn't find the folder or sysconfig file on my device so a quick google search revealed a number of freeware backup programs. I chose Comodo backup and so far it seems fine. It gives me the option for synchronisation back-up which is perfect for my home needs.

Thanks for the advice. I would recommend others who, like me, are not as software literate as USA programmer to just download another program to do the job - still frustrated at Seagate's appalling attempt and complete lack of thought / concern but frustration has now eased by actually being able to use it how I wanted (no thanks to them!)

[MrButkus]

I would have to agree.  Segate and Maxtor names have been out there since MFM drives (google that!).  It suprises me to see this software is so lacking in ability. With E-mail becoming indespensible and many digital camera softeware programs placing the photos under "program files" it's unreal to see a program that won't backup items like this.  Plus inform the users (I've been in PCs since 1988), of which most don't know squat, that only a few items are in "My Documents". 

You then get the forum messages that the software only looks under the user's My Documents and can't backup other users items !

Then you wonder why companies go belly up...

[hwalker1]

There is no technical reason for not being able to back up shared files (Unless Seagate can come up with any). I can back them up from my C  Drive to other drives (except the Seagate 500 Go) with no problem using standard back up software by Microsoft. The only problem that might occur is for files that are shared between different users on a network, as subsequent changes would not neccessarily remain in sync.

However, as the product is not particularly aimed at network users, and there are lots of other uses for shared files, Seagate's not providing sutable backup is a big mistake on their part.

Their talk of using My Documents folder to save all your files to is ridiculous. I write web sites that are database driven, and need to be stored in a folder called Inetpub in order to function using Microsoft's Internet Server system (IIS). The database and / or the folder containing it HAS to be shared, and is the heart of the web site. I back it up on a regular basis, and was hoping that the software supplied would save me a job and do it automatically. No such luck. It also does not back up mail files. In fact, I doubt that it backs up much at all.

I think that Seagate has a technical problem with this software, or a hardware problem with the disks, and that they are unable to admit it. If  they  were to do so, they would be inundated with claims for false advertising or money back that it may seriously harm their business.

Howard Walker

[Screwtape]

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hwalker1 wrote:

There is no technical reason for not being able to back up shared files  <snip>  However, as the product is not particularly aimed at network users, and there are lots of other uses for shared files, Seagate's not providing sutable backup is a big mistake on their part.  <snip> Their talk of using My Documents folder to save all your files to is ridiculous.  <snip>  I doubt that it backs up much at all.  <snip>  I think that Seagate has a technical problem with this software, or a hardware problem with the disks, and that they are unable to admit it. If  they  were to do so, they would be inundated with claims for false advertising or money back that it may seriously harm their business.

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Howard, thanks for the response.  I'm amazed that as of today (6/1) this article has been read over 3300 times in six months.  We're not the only ones.  I have found that the freeware others have recommended all work, some better than others.  I've found my solution, and I don't have a problem with the Seagate hardware.

I came to Seagate based on reviews online, but I didn't imagine that I would have gotten the idiotic, "It's the user's fault...move everything to My Documents."  The whole point nowadays is having multiple users access a single source.  Sorry, Seagate, I'm the Admin, and my teens & pre-teens are not getting that access...so we need to use Shared Documents!!!!

Clearly Seagate is avoiding this issue.  Here we are freely speaking ill of them of their own website, and we have yet to get a single response from anyone in the company.   Maybe Seagate has 12 US employees and have farmed all their hardware work overseas...good for them, and I wish them well, but I won't be purchasing Seagate products in the future based on their abysmal customer service.

(Funny thing: you can't make "Seagate" a tag!!)

[AlanM]

Screwtape:

I can understand your frustration with the software, but a few clarifications are in order.

1) You said:
Here we are freely speaking ill of them of their own website

The forum is an online community where most of the responses come from other users, such as yourself. The forum is not a replacement for Customer Service. Seagate representative do from time to time come to lend a hand answering posts but not necessarily on a continual or frequent basis. If you have immediate needs, your best bet is to contact Customer Service directly whether by phone, email, or chat.

2) No, we don't have 12 US employees.  Cute.    It's far less than that.

3) What customer service have you received that is abysmal?  Do you refer to the forums and the fact that no Seagate personnel has responded here?  That is to be expected.  Do you refer to something else?  Could I know about that please?

Thanks!

[USAProgrammer]

Customer Service has been contacted and we were told the software cannot backup shared folders.  The point is, that is ridiculous in this day in age.  Why isn't your company addressing this issue and offering an interface that WORKS.  They can license working software from other third parties.  Obvioulsy they are out there.  But your customers shouldn't have to go looking for them on their own.  Just make it available to your customers.  It's that simple.  No need to get diffensive.  Just do your job and escalate this problem to the appropriate personnel.   "It cannot be done" is not an acceptable answer. 

[hwalker1]

It would seem that we have to contact Customer support. I have done so and asked the following question:

Please advise the reason why shared folders and files not in the "my documents" folders are no backed up with the software supplied on the drives.

The reference number for my question is : '080602-001681'

Model and serial number, operating system and other information was supplied with the question.

As part of the help system, several dozen items were suggested. I looked at the most relevant ones but found no proper solution. One even suggested that i should obtain different software. However, I have paid good money for the software suplied, and it should function in a satisfactory manner.

I will copy the reply to this thread.

Howard Walker

[hwalker1]

This is the answer that I received from Seagate:

 Question Reference #080602-001681 Subject:  Backup software for Seagate Freeagent Drives Product:  Seagate
  FreeAgent Series
    FreeAgent Go Category:  Troubleshooting Request Type:  Technical Issue Order / RMA #:  Operating System:  XP Professional Serial Number:  6QG21ZP2 Drive Model:  Freeagent go 500 Answer ID:  System Make:  Other Submitted:  06/02/2008 13:12 Last Updated:  06/02/2008 13:12 Status:  Unresolved    Discussion Thread  Customer (Howard Walker) 06/02/2008 13:12  Please advise the reason why shared folders and files not in the "my documents" folders are no backed up with the software supplied on the drives.    Auto-Response 06/02/2008 13:12  Title: Seagate and Maxtor Compatibility Chart for Windows Vista
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=3896&p_created=117...

Title: Alternatives to Seagate/Maxtor external drive bundled backup software.
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=5047&p_created=119...

Title: How to burn an .iso image onto a CD
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=4648&p_created=118...

Title: Where can I find a driver or download for my drive?
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=4652&p_created=118...

Title: I have problems with the backup software that came with my Seagate or Maxtor hard drive.
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=4979&p_created=119...

Title: "Access Denied" Error or File/Folder Permission Issues on an External Drive
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=5218&p_created=120...

Title: Using Fdisk to reformat an External Drive from NTFS to FAT32.
Link: http://seagate.custhelp.com/cgi-bin/seagate.cfg/php/enduser/popup_adp.php?p_faqid=2181&p_created=110...  

Results and/or Additional Information:

None of the items listed above answers my original question. Please try again. Howard Walker

[hwalker1]

Here is the definitive reply from Seagate to my last question:

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

 Subject Backup software for Seagate Freeagent Drives    Discussion Thread  Response (Roger) 06/04/2008 04:20

Dear Howard,

Thank you for your E-mail inquiry. With regards to your query, I would be glad to assist you.

I apologize for the delayed response. The software for the FreeAgent Desktop (Drive Manager) will not backup the following files mentioned below.
- Your Operating System
- Your Programs
- Your Email (when not selected in a Custom Backup and when the Email Client is Open)
Note: Please refer to Knowledge Base Article 5155 for email backup suggestions
- Internet Favorites/Bookmarks
- Certain Proprietary Files (e.g., Financial Data)
- Files/Folders located on Networked Drives/Shares/Volumes
- Files within a Parent Folder if the Parent Folder is not selected (e.g. Files in the My Documents Folder will not be backed up if the My Documents folder is deselected)
- Any files/folders that contain System Attributes or that are hidden by
the Operating System .

For Live support contact Seagate Technical Support on 1-800-732-4283, support hours is 6 AM to 8 PM (MST).

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

From the horse's mouth what!

I suggest that you form your own conclusions as to the suitability of the software for use as a complete backup solution.

You could try Acronis Trueimage.

Howard Walker

[Arces330]

I got the same problem with my brand spanking new free agent desktop 500G. I guess we have to go back to old school: click on shared documents, copy and paste into Freeagent. Or click on shared document and right click to send to freeagent it sames work for me. Just can not set up automatic back up schedule. But hey compares with my old WD Mybook 500 GB, at least Seagate has 5 years warranty. Two of WD mybook 500 GB shot after one year warranty expired. One is completely dead the other outside case/control is dead. I have to remove hard drive and install into internal bay to recover all my data. Also WD didn't even come with back up file you have to use Microsoft backup which sucks even more. WD does come with data copy from one to another but no schedule either also it won't copy Asia language font file name.