Why are the IMG0000xx folders not erased from a RDX Cartridge in the B2D cycle?

Seriously your technical support department is useless.
They wont help me because I have no support agreement on the product. I was bounced around to 3 different departments and nobody seems to comprehend what I'm asking for...

The whole point of trialing BE2012 is to ensure that it performs like it was intended. Why make a hotfix if it's not available to everyone?

All I want is the hotfix!

The fact that this issue has been around since BE 12.5 and still occurs in BE 2012 is very poor.

Hello Philip,

Why make a hotfix if it's not available to everyone?

This is currently a private fix and after all testing is done it will be released public for everyone to download and install it.

Thanks,

-Sush...

Sush: All I want is the hotfix! I fail to understand why someone from Symantec cannot get in contact with me via email and provide me with a link to the hotfix so I can download and install the fix to see if it sorts out the issue outlined in this forum post.

Hello Philip

Private hotfixes of this nature are similar to Beta Fixes and are only released in a controlled way to customers that definitely have the issue concerned and in order for us to get immediate feedback if the fix either a) works, b) makes no difference to the problem or c) makes something worse - which is rare.

In some cases a common error message can be caused by different background problems making a specific private fix invalid, having an open support case helps us to confirm this. Note in your case I think you do have the documented issue however it is not always so obvious without looking at debug logs

As such the process for our engineering team allowing the release of a private fix to a customer is via a support case not via a forum thread.

As an aside any customers that received Private fixes (known  as Orphans) by Symantec should not give them to any 3rd party companies without permission.

Colin: I can appreciate your procedures in relation to beta fixes, however this issue seems to have been around since Backup Exec versions 12.0, 12.5, appeared again in version 2010 and then again in Backup Exec 2012. It seems to me that you've had 3 iterations of the software to get this issue sorted and yet the problem still exists!

I have 17 days left of the BE2012 trial version. If this issue isn't fixed within that time period I will have no further choice as a reseller and a systems integrator to point my clients elsewhere for backup software. 

A little bit of professional courtesy and some special consideration surround this issue would go a long way to getting this issue resolved and potentially alleviating the problem for other users of your software with the same issue.

I am also waiting for this hotfix. The Tech Notes posted above refer to BE 2010 and prior - is there a Tech Note for this issue for BE 2012?

Technote for BE 2012: http://www.symantec.com/docs/TECH192382

Just to be clear this issue is a completely new problem for BE 2012 and relates to the differeces between Media Set Handling and the new DLM process. Any problems relating to IMG folders not deleting in older versions of Backup Exec were resolved and related to different back end processes.

If you are serious about intending to purchase backup Exec if you can see this compoennt working then please speak to our pre-sales teams and explain your issue, as a reseller you should have some form of pre-sales contact available to you.

I have spoken with symantec's technical support department and with various sales teams within symantec regarding this issue except that none of the employees I speak with seem to understand what I'm asking for. You'd think I was speaking another language with the complete lack of understand I've received from those departments. I spent over 30 minutes being bounced around between departments because no one could action and comprehend my request. In the end I gave up.

If you're really able to help Colin, then please provide me with a name and a number of someone who will actually be able to assist with this issue. Or point them to the forum post and have them email me.

 

Hi,

I am also having this same issue with BE2012 and the IMG folders not being overwritten. I am using USB Disk storage though, not RDX media.

I will contact Symantec tech support on monday and try and obtain the hot fix and post back if it works successfully.

Thanks