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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: 8 months ago.Category: Mac
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Answered in 1 minute by:
7/29/2017
Mac Support Specialist: Ashik, Mac Technician replied 8 months ago
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,010
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 ?

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Customer reply replied 8 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 8 months ago

Is this a new drive ?

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Customer reply replied 8 months ago
It is new, I use it only for about a year.
Mac Support Specialist: Ashik, Mac Technician replied 8 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 ?

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Customer reply replied 8 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 8 months ago

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

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Customer reply replied 8 months ago
No I didn't run it on Time Capsule
Mac Support Specialist: Ashik, Mac Technician replied 8 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 ?

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Mac Support Specialist: Ashik, Mac Technician replied 8 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.

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Customer reply replied 8 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 8 months ago
Its already backed up 5 gb out of 940 while we speak
Mac Support Specialist: Ashik, Mac Technician replied 8 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.

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Customer reply replied 8 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 8 months ago

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

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Customer reply replied 8 months ago
Ok I'll let you know on the progress
Mac Support Specialist: Ashik, Mac Technician replied 8 months ago

Thanks

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Customer reply replied 8 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 8 months ago

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

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Customer reply replied 8 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 8 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.

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Customer reply replied 8 months ago
Should I pause and run first aid on internal drive now?
Customer reply replied 8 months ago
Its still on preparing backup state
Mac Support Specialist: Ashik, Mac Technician replied 8 months ago

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

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Customer reply replied 8 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 8 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.

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Customer reply replied 8 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 8 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 ?

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Customer reply replied 8 months ago
I'll give it a try
Mac Support Specialist: Ashik, Mac Technician replied 8 months ago

Let me know

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Mac Support Specialist: Ashik, Mac Technician replied 8 months ago

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

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Mac Support Specialist: Ashik, Mac Technician replied 8 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 ?

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Customer reply replied 8 months ago
They replaced it with back up automatically switch now.I'll run disk utility now
Customer reply replied 8 months ago
Ok I ran it until completion, says the volume appears to be OK. No problems found
Customer reply replied 8 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 8 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 ?

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Customer reply replied 8 months ago
I do see it
Mac Support Specialist: Ashik, Mac Technician replied 8 months ago

Click it

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Customer reply replied 8 months ago
Clicked, it began the verification process
Mac Support Specialist: Ashik, Mac Technician replied 8 months ago

How is it going ?

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Customer reply replied 8 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 8 months ago

Have you tried reinstalling the macOS ?

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Customer reply replied 8 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 8 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

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Customer reply replied 8 months ago
Ok thanks
Mac Support Specialist: JJesus Perez Gonzale,
 replied 8 months ago
JJesus Perez Gonzale
Category: Mac
Satisfied Customers: 49
Experience: Level II Technician at 49erShops Inc.
Verified

HI, I can assist you with this problem.

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Customer reply replied 8 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 8 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?
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Customer reply replied 8 months ago
What do you man by that? I'm trying to make all new fresh backup after erasing the drive.
Customer reply replied 8 months ago
I'm not trying to restore my system from a backup. I'm trying to back up my system.
Customer reply replied 8 months ago
Are you available to help?
Mac Support Specialist: JJesus Perez Gonzale,
 replied 8 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.

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Customer reply replied 8 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 8 months ago

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

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Customer reply replied 8 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 8 months ago

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

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Mac Support Specialist: JJesus Perez Gonzale,
 replied 8 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/

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Customer reply replied 8 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 8 months ago

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

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Satisfied Customers: 49
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