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Toast Disc Images For Back-up Mishandles Locked Files, And Roxio Support?


Jamo

Question

I have been trying to ask Roxio engineers to consider a fix for a bug that Toast has always displayed in the way it mishandles locked files. Thrice now I have had ridiculous non-responses from a support person called 'rgan'. Is this sort of response typical (pasted)?

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WebTicket #676522

2/12/2009 rgan, you really are an epic failure of a support person. Please, don't bother answering my requests again. Please, go find a job you are good at. At this point, I am wondering if you are just annoyed that you didn't read my last request, and I let you know what I thought about that. I think this, because seriously, it's the only way you could suggest a product I am not even using doesn't do something I wasn't trying to do. Or is it?

 

rgan

2/12/2009 Thank you for contacting Roxio Technical Support

GetBackupRE cannot backup system files such as plist files and .db files. If you click the plus(+) sign then navigate to a folder that contains one or more of these files, you will see they are not listed, therefore they are not a supported file for backups.

 

GetBackupRE is designed to backup data files, not systems.

 

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.

 

Regards,

 

Roxio Technical Support

http://www.roxio.com/enu/support

WebTicket

2/11/2009 I use Toast to make back-up disk images of internal HDs, stored on external HDs, for off-site security. These can be many hundreds of GBs in size, requiring large amounts of time to complete. Frequently, there are Apple system files, such as loginwindow.plist or com.apple.dock.db / .plist that cause Toast disk images to fail. Typically this comes after you have already wasted 20 minutes futzing aaround trying to set-up the files to copy, then asking Toast to start making the disk image. Firstly, Toast shouldn't cause the whole operation to fail because it couldn't do something with a file. It would be better to give the option to continue, and even an option to continue automatically and report problems at the end. Secondly, it should bloody well tell you where the file is, so you can remove the damned thing. A cryptical message stating: "Mysterious file 'cache.db' couldn't be copied, so I have just wasted 2 hours of your life with those previous 891GB I copied. Oh and good luck finding it so you can start all over again" really gets irritating after the first 3 times.

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Earlier, in a post that rgan mustn't have liked as it's been removed, he was asking - via what was clearly an autonomic, canned-response reflex - if I was using Windows or Mac (with Toast :wacko: and the above explanation :blink:) - and asked me to explain exactly what was happening together with any error messages (despite the above) :rolleyes:.

 

Then, after I repasted the above, he tries to blow me off by telling me to reinstall Toast and 'see if it does it again'. :blink:

 

So firstly, is this typical of Roxio support?

 

Secondly, how do I let the engineers know that it'd be cool if Toast handled locked files better. Given that I seem to get this same moron every time I submit through the support page, I am not sure I want to waste my time.

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Please don't be too mean to me in your response.

 

Heya mate,

 

You bothered to read my reply, and attempt to address it; why would I get mad at you (the other guy is paid to respond, and yet three times he didn't bother to read the words on the page)?

 

Actually, I way prefer Toast disc-images for back-ups, because it's a neat container, that's deleted easily subsequently, which reduces the burden on the native Mac file directory / DB. By creating a disc image, many thousands of files can be stored on the HD, and Mac OS X sees only three.

 

Disc-images also preserve file structures / preferences natively; they are an 'image', after all. All the files are stored away conveniently until I mount the image.

 

Toast also provides a place to temporarily view all of the files initially, so you can remove easily any large ones you weren't wanting to back-up.

 

My problem is, as mentioned, when Toast can spend hours copying hundreds of GBs just as I intended, only to fail right at the end because it screeches to a halt when it comes across a locked file.

 

Also as mentioned, it then doesn't tell you where that file is. It just mentions it by name. It could be anywhere.

 

Thus I want the Toast engineers to consider the alternative I suggested.

 

Thanks for taking the time to read what I wrote, especially when you are not even being paid to do so. I just hope the engineers get to see it (because they won't be if rgan is the one handling it).

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I understand your affinity for the disc images. I also understand the frustration that when Toast encounters a problem it almost never gives a useful explanation nor helps you locate the file that caused the issue. This is true with the Music DVD and DVD slide show features as well as with Data.

 

Something you might try is creating a temporary partition (Toast Utilities menu). That is a mounted disc image. Copy your files to the temporary partition and you might get a message from the Finder about what can't be copied. When you're done just unmount the temporary partition and you have your .toast image file.

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Odd. I replied sharing a similar experience, and listed alternatives and where to go for a refund if it's within 30 days, and my reply was removed. As well as a new post outlining my dissatisfaction with Roxio.

 

 

Roxio, in addition to software that does not work as advertised, in addition to next-to-worthless, time-wasting tech support, now you censor your forums, without no reason or explanation.

 

They can delete posts on their own message board, but they can't delete posts on macrumors, osx.iusethis.com, softpedia, cnet, etc.

 

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Odd. I replied sharing a similar experience, and listed alternatives and where to go for a refund if it's within 30 days, and my reply was removed. As well as a new post outlining my dissatisfaction with Roxio.

 

 

Roxio, in addition to software that does not work as advertised, in addition to next-to-worthless, time-wasting tech support, now you censor your forums, without no reason or explanation.

 

They can delete posts on their own message board, but they can't delete posts on macrumors, osx.iusethis.com, softpedia, cnet, etc.

So are you asking for your post to be deleted because it has nothing to do with this thread? What you've done is spam this thread with a personal rant unrelated to the topic. I don't care what you think of Roxio or Toast, but I do care about you wasting my time.

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So are you asking for your post to be deleted because it has nothing to do with this thread? What you've done is spam this thread with a personal rant unrelated to the topic. I don't care what you think of Roxio or Toast, but I do care about you wasting my time.

 

I didn't think my post was a rant. The post got deleted served three purposes:

1) Respond to the original poster's first question of whether or not his treatment was typical of Roxio support. I shared my experience, which was similar to the original poster.

2) I gave a few suggestions of software to accomplish the original poster's goal of performing backups, since he and I are both having problems using Toast as backup software in the way they advertised.

3) Document it on this forum so other users are aware of these limitations before making a purpose.

 

Is that really wasting readers' time?

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I didn't think my post was a rant. The post got deleted served three purposes:

1) Respond to the original poster's first question of whether or not his treatment was typical of Roxio support. I shared my experience, which was similar to the original poster.

2) I gave a few suggestions of software to accomplish the original poster's goal of performing backups, since he and I are both having problems using Toast as backup software in the way they advertised.

3) Document it on this forum so other users are aware of these limitations before making a purpose.

 

Is that really wasting readers' time?

Okay, I can guess why your post was removed. Roxio frowns on discussion in the forums about using other applications to do what Toast is meant to do. I sometimes bring up applications that may help solve problems with files that ultimately will be used in Toast, such as MPEG Streamclip. But people need to go elsewhere to discuss which applications are best for what job. I often go to MacUpdate and Verstiontracker to compare software and user reports.

 

There is absolutely nothing that those of us who volunteer to help Toast users in these forums can do about anyone's experience with Roxio, whether good or bad. I just tune that stuff out because it has no relevance to finding out what needs to be done to get the problem with Toast solved.

 

I've had posts removed from Apple Discussions without explanation so I know that companies can be strict about what they allow.

 

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It's probably a mistake for me to respond to your post because you'll likely write a condescending attack on me as well.

 

Still, you didn't ask Roxio a question and maybe the better reply would have been "Thank you for your feedback. We will forward it to our engineers. For future reference there is a link for Toast Feedback in the Toast Help menu."

 

Personally I though you received a reasonable response. Toast is not a backup application for the kind of backups you want to make. Bundled with Toast is GetBackup RE and it makes intuitive sense that you'd use that application for your backups rather than Toast. According to Roxio's response it, too, has limitations.

 

Basically you are using the wrong tool for the job. If you don't need backups that can restore a bootable disc then use GetBackup RE instead of Toast. If you do need backups that can restore a bootable disc then get some other backup application. Actually, Apple's Time Machine included with OS 10.5 sounds like it would be a perfect fit for your needs.

 

Please don't be too mean to me in your response.

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