Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

There's a problem with a Time Machine backup, iMac (Retina…

Customer Question
There's a problem with...

There's a problem with a Time Machine backup

Technician's Assistant: What's the model and Operating System (OS) of your device?

IMac (Retina 5K, 27-inch, Late 2014)

Technician's Assistant: When did you purchase your iMac? What troubleshooting have you tried?

10.12.5 (16F73)

Technician's Assistant: Anything else you want the Mac expert to know before I connect you?

At apple.com yes connect please

Submitted: 11 months ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 1 minute by:
7/29/2017
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,352
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

What is the exact message you getting ?

Is the backup drive plugged in properly ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
Hello!I've plugged my Time Capsule 3TB into my imac. Tried both over wifi and ethernet cable.The situation goes like this: it starts to back up, usually overnight, then it reaches around 400-600gb progress and than for no reason the status changes to Waiting To Complete First Backup, I didn't do anything. If I start again, it just starts from the zero point and then it repeats.
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Is this a new drive ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
It is new, I use it only for about a year.
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Corruption in the system files, partition issue, permission issues etc could cause this. Is this the first time you are backing up this Mac ?

Is it ok to erase the hard drive and do a fresh backup ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
It's not the first time I do a full backup, it worked pretty well with no issues, until a few month now. Previously it had another problem saying there's no enough disk space to back up, when there actually was space, I think it was not deleting old backups. I did erase the drive in the past few days 2 times to start a fresh backup.
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Did you run First aid on the internal drive ? Some times permission related issues could cause this

Ask Your Own Mac Question
Customer reply replied 11 months ago
No I didn't run it on Time Capsule
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Since you erased the drive, you don't need to run the first aid on Time capsule.

Did you run it on internal drive ?

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Sorry, No. If Time Machine starts from that point, then we can't make it to start from the 200+GB

Could you please erase the drive ? Erase with AirPort Utility. See here --> https://support.apple.com/en-in/HT202174

After erasing it, disconnect the drive. Then go to System Preferences, then click Time Machine. Click Options. Click the Add button (exception list) , then select the internal drive. Close it and restart Mac. Then go this point again and this time remove the internal drive from list. This will rebuild some index data.

Then in Finder, click on Go menu and select Go to Folder. Type the following and press return

/Library/Preferences/

Trash com.apple.TimeMachine.plist

Restart Mac. Then connect the time machine drive and start the backup.

Please let me know if that didn't work, so I will continue to help you until we fix the problem

Note : This is not my final answer. I strive to provide Excellent service or 5 star service. If you feel you've received anything less or if you are not satisfied or if my solutions didn't work, please don't rate me bad or poor or ok as it will badly affect my job here. Instead, please let me know and I will try my best to help you until you are fully satisfied or the issue is resolved.

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok I can do it.Just one more question before I erase everything - do you really think it couldn't be that it's not resumed the backup?The initial backup size was around 1.2 GB. Now the total says around 950GB which makes sense if it has already backed up 200GB from previous session. Just want to double ask that before I erase it
Customer reply replied 11 months ago
Its already backed up 5 gb out of 940 while we speak
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Sometimes corruption in the time machine preferences, indexing issues etc could cause these kind of problems. It isn't even supposed to start from scratch if there is old backup there unless there is any corruption in the settings. The above steps I sent is to rebuild index and restore time machine settings. It is better to do that, start fresh backup so you won't have this problem again.

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok I'm doing it now. Is 'quick erase' enough? Or should I go with deeper long erase procedure?
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Quick erase is enough as other method is to make the deleted data unrecoverable

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok I'll let you know on the progress
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Thanks

Ask Your Own Mac Question
Customer reply replied 11 months ago
I did everything, except I forgot to remove the internal HD from the list, because my computer started to install updates. But I went and deleted the plist file and restarted, and when I looked there were no internal HD in a list there, just an external ssd drive that is connected. So I added a new time machine backup and am starting it now
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

You need to add the internal HD first and then remove it. So it will reindex and recreate the backup database

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok I repeated the steps and did everything as you said. Next backup will start soon
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Ok, let's see if it complete this time. Remember, if there is any read/write permission issues with the files in internal drive, then time machine may hang when it reaches that file.

Ask Your Own Mac Question
Customer reply replied 11 months ago
Should I pause and run first aid on internal drive now?
Customer reply replied 11 months ago
Its still on preparing backup state
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

It will take some time since it has to index all the files

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok I'll pass for now. The backup already started, so I'll see how it goes and if it stops now.Btw, if the computer was accidentally shut down should the backup continue at the point where it stopped?
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Yes, it is supposed to do that. But you should disable sleep temporarily so it can do the initial backup without any issues.

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok so after some time it again shows 'waiting to complete first backup'. Computer was running, no sleep, just logging out to enter a password ***** few times, which didn't prevent it from backing up. But after some time I found that it has stopped and is showing that message. Pretty frustrating
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

That means this is a file permission related issue. It is possible that your system lost read/write access to some particular files. Click stop button on Time Machine. Then restart your Mac in Safe Mode and does it allow you to resume it ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
I'll give it a try
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Let me know

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Go to System Preferences > Time Machine. Then turn it off and turn it on. Then start backup.

Ask Your Own Mac Question
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

There is supposed to be a ON/OFF switch. Not sure if interface changed in latest Sierra.

Run Disk Utility and what it returns ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
They replaced it with back up automatically switch now.I'll run disk utility now
Customer reply replied 11 months ago
Ok I ran it until completion, says the volume appears to be OK. No problems found
Customer reply replied 11 months ago
The back up is now continued but it's the same way as it was at the beginning. It's showing the progress from scratch, right now around 500mb, but the whole size is now smaller (minus the data that was already backed up until it stuck)
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

I'm afraid I'm getting out of ideas. Hold down OPtion key, click on Time Machine icon at the top bar and do you see Verify Backup ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
I do see it
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Click it

Ask Your Own Mac Question
Customer reply replied 11 months ago
Clicked, it began the verification process
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

How is it going ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
It just finished and nothing happened, it went back to a previous state of stopped back up, as it was stopped in order to begin verification.
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

Have you tried reinstalling the macOS ?

Ask Your Own Mac Question
Customer reply replied 11 months ago
No as it will break my production I keep it as a last thing to do, actually I was going to have a complete back up of my system in order to reinstall it if needed
Mac Support Specialist: Ashik, Mac Technician replied 11 months ago

I'm sorry, I will opt out and open this question to other experts in here. If they have anyidea, they will get back to you. If no one get back to you, you can contact the customer support for refund.

Please don't rate the answer anything to let expert get back to you

Best Regards,

Ashik

Ask Your Own Mac Question
Customer reply replied 11 months ago
Ok thanks
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago
JJesus Perez Gonzale
Category: Mac
Satisfied Customers: 50
Experience: Level II Technician at 49erShops Inc.
Verified

HI, I can assist you with this problem.

Ask Your Own Mac Question
Customer reply replied 11 months ago
Hello, do you have access to the chat to read what we went through with a previous consultant?
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago
as I was ready there is something I'd like to do, however first I have some questions. Are you trying to restore to a previous state in your time machine backup?
Ask Your Own Mac Question
Customer reply replied 11 months ago
What do you man by that? I'm trying to make all new fresh backup after erasing the drive.
Customer reply replied 11 months ago
I'm not trying to restore my system from a backup. I'm trying to back up my system.
Customer reply replied 11 months ago
Are you available to help?
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago

Ah, ok I can definitely assist you, we need to format the disk and make sure that it is ready. We need to begin a remote session.

Ask Your Own Mac Question
Customer reply replied 11 months ago
I already formatted the disk two times, as you can see from the chat with a previous expert. What's the purpose? Also is a remote session free?
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago

In order for me to start a remote session I need to offer premium service for a total of $25

Ask Your Own Mac Question
Customer reply replied 11 months ago
No thanks. If you have any ideas how to fix it you can just send it over chat as a previous consultant and I'll give them a try
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago

Give me a second and I will refer you to a guide on getting this problem resolved.

Ask Your Own Mac Question
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago

Here is a walk through on how to get your time machine up and running with your harddrive.

http://osxdaily.com/2015/07/12/set-up-time-machine-backups-mac-os-x/

Ask Your Own Mac Question
Customer reply replied 11 months ago
Is it a joke? You're really sending me a generic info about how to do what I already know after I was charged for the real help?Sorry but I explained in detail what's the real problem is, and I KNOW Hot to set up a time machine. It was running fine for me until this bug happened.If you can't provide a real solution I'll just close this request and request a refund
Mac Support Specialist: JJesus Perez Gonzale,
 replied 11 months ago

I can assist you with a remote session, I will opt out for another expert.

Ask Your Own Mac Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with a mac support specialistLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask JJesus Perez Gonzale Your Own Question
JJesus Perez Gonzale
JJesus Perez Gonzale
JJesus Perez Gonzale
Category: Mac
Satisfied Customers: 50
50 Satisfied Customers
Experience: Level II Technician at 49erShops Inc.

JJesus Perez Gonzale is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,567 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,495 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Apple Consultant

2,386 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,641 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
I am trying to find the right cord to make my iMac and my
I am trying to find the right cord to make my iMac and my MacBook work as a double monitor display however, both are very old … read more
David
David
Mac Support Specialist
Bachelor's Degree
1,641 satisfied customers
I have parallels, and windows 10. I have a brand new Mac
I have parallels, and windows 10. I have a brand new Mac desktop. I changed the ram distribution to 50/50 but windows is still running super slow and also slows down the Mac. Sometimes it works fine b… read more
Russell H.
Russell H.
Computer Technology Consultant
Vocational, Technical or Trade Scho
790 satisfied customers
I changed the password on my computer earlier today when I
I changed the password ***** my computer earlier today when I was trying to setup better security and now I'm having trouble with finding it. … read more
David L.
David L.
Bachelor\u0027s Degree
6 satisfied customers
I am using an iMac Retina 4K (late 2015) with fusion drive,
I am using an iMac Retina 4K (late 2015) with fusion drive, (2.69 TB available of 3.11TB) and 48 GB memory. I have been using Microsoft Office 365 since October 2016. When I attempt to open a 40.1 MB … read more
David L.
David L.
Bachelor\u0027s Degree
6 satisfied customers
My iMac has a 2.12 TB fusion internal drive. Yet when I
My iMac has a 2.12 TB fusion internal drive. Yet when I perform a Get Info it indicates that I have a Capacity of 1.06 TB, with 229 GB available and 897 GB on disk. Where went the hundreds of GB? … read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
I have an iMac(Retina 5k,27 inch, late 2015 computer) I have
I have an iMac(Retina 5k,27 inch, late 2015 computer) I have just updated to mac OS High Sierra 10.13.2. My new operating system will no longer connect with my M-Audio Fast Track Pro interface which I… read more
Justin Johnson
Justin Johnson
Founder
2,254 satisfied customers
We have 2 computers - my husband's all of a sudden won't
We have 2 computers - my husband's all of a sudden won't connect to the internet. We have Comcast WiFi - obviously it is only affecting his computer. I've tried to re connect thru preferences, but it … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,464 satisfied customers
Wireless keyboard not responding and I can't get pass the
Wireless keyboard not responding and I can't get pass the login … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,464 satisfied customers
How can I create a link in my Powerpoint for Mac so that I
How can I create a link in my Powerpoint for Mac so that I can press a button on a slide and link to a youtube video? The Insert tab>Video button does not give any options for online video or hyper… read more
Jon
Jon
Bachelors Degree
710 satisfied customers
Outgoing mail file is flashing on and off and does not go
outgoing mail file is flashing on and off and does not go out.. WTF? LOL … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,464 satisfied customers
How can i get Microsoft Windows 10 on my MacBook pro? I have
How can i get Microsoft Windows 10 on my MacBook pro? I have bootcamp installed and I have Microsoft Windows 10 on usb from bestbuy.… read more
robert
robert
Bachelor's Degree
2,594 satisfied customers
Attachments are coming through corrupt to my clients on the
attachments are coming through corrupt to my clients on the other end...pdf files XLS files. also i can't get jpgs to show up in my signatures. this is an all of a sudden issue. … read more
Mike
Mike
Mac Medic
Some college
8,567 satisfied customers
I have an iMac (Retina 5K, 27-inch,late 2014.Procesor 4GHz
I have an iMac (Retina 5K, 27-inch,late 2014.Procesor 4GHz intel core i7. … read more
Mike
Mike
Mac Medic
Some college
8,567 satisfied customers
I have an iMac(Retina 5K, 27 inch, Late 2014) running
I have an iMac(Retina 5K, 27 inch, Late 2014) running 10.12.2 (macOS Sierra) and it periodically just logs me off if I am not using it? … read more
Mike
Mike
Mac Medic
Some college
8,567 satisfied customers
I have problems connecting my external Disk Lacie 2big
Hi, I have problems connecting my external Disk Lacie 2big with Thunderbolt port. The disk does simply not mount. If I connect the disk with the USB 3 port, the iMac 27" 5K (end 2014) recognizes the d… read more
Mike
Mike
Mac Medic
Some college
8,567 satisfied customers
I bought QuarkXPress 2015 upgrade (from 10) from the Quark
I bought QuarkXPress 2015 upgrade (from 10) from the Quark Store yesterday. Have gone through all the steps to install, but at the end of the process I get a "Setup Failed" and "The system encountered… read more
Jason Jones
Jason Jones
AAS Information Technology
6,327 satisfied customers
. i have a mac and its old so i want to replace it. i want
Hi. i have a mac and its old so i want to replace it. i want to buy a new one and have help setting the new one up and getting info off the old one. I also need help setting up a printer, wireless, et… read more
Chris Lindsey
Chris Lindsey
IT University
156 satisfied customers
I purchased a USB SuperDrive device for cd disks as my Macs
I purchased a USB SuperDrive device for cd disks as my Mac's internal player does not function and would have to be replaced (expensive). When I plug the SuperDrive into the Mac and place a cd in the … read more
Josh
Josh
It Support Specialist
Associate Degree
5,154 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x