Olive customer service

Mofi, I have no particular familiarity with Olive products, but after looking at the documentation two thoughts occur to me regarding backups:

1)Do you have the latest software installed? Their software release notes indicate that several backup-related changes and fixes have been introduced in the various software updates. Also, early versions of the software required that the backup drive be pre-formatted to FAT32.

2)By any chance is your backup drive larger than 2 terabytes? Drives larger than 2.19 TB use a partition table structure, "GPT", that is different than what is used in the traditional "MBR". Some operating systems, especially those that aren't recent, can't deal with GPT partition tables.

Harley, the manual can be downloaded from the Olive site as a pdf, and printed out. That is a common practice these days, especially with computer-based products. The manual includes warranty information.

Regards,
-- Al

Wow, that does indeed sound like their products and their support leave something to be desired, Mofi.

If they continue to be unresponsive, the one additional thought that occurs to me, assuming that you are past the one year warranty period, and assuming that it is physically practicable, would be to remove the internal hard drive from the unit, put it in an external enclosure that provides a USB or other suitable interface, and copy the music files from it via a computer. You can find lots of such enclosures at Newegg.com.

In addition, if you think it might be helpful now or in the future consider using an imaging program to create an image of the entire hard drive, including the operating system.

Let me know if you'd like further specifics on those possibilities.

Best regards,
-- Al