Seagate Dashboard -Troubleshooting


Issues with installing
Issues with uninstalling
Dashboard freezes after starting your first backup
Error/Message: Missing ATL100.dll or Dbghelp.dll
Error/Message: Initial Job Pending
Error/Message: Unknown Error
Error/Message: Backup appears to hang at a certain percentage
Error/Message: Error 1920. Service Seagate Dashboard/Mobile Backup Service failed to start
Error/Message: Connect Seagate Dashboard enhanced drive to activate features. (Dashboard not detecting the Seagate external drive.)

Issues with installing:

When having issues installing Seagate Dashboard there are a few things you will want to verify:
 

  1. The Seagate Dashboard software requires the following Windows prerequisites:
    For 64-bit Windows operating system:

    Microsoft Visual C++ 2005 Redistributable (x86)
    Microsoft Visual C++ 2010 SP1 Redistributable (x86) 
    Microsoft Visual C++ 2010 SP1 Redistributable(x64)
    Microsoft .NET 4.0
    Windows Installer 3.1

    For 32-bit Windows operating system:

    Microsoft Visual C++ 2005 Redistributable (x86)
    Microsoft Visual C++ 2010 SP1 Redistributable (x86) 
    Microsoft .NET 4.0
    Windows Installer 3.1
  2. Verify that you are the administrator or have administrative rights on the computer
  3. Right-click on the Seagate Dashboard installer and Run As Admin
  4. On the MacOS make sure your user is the Administrator 


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Issues with uninstalling:
  
If you are having trouble uninstalling Dashboard you can try the following:

Boot into safe mode and uninstall

  1. 3rd party uninstall utilities
  2. Microsoft Fix It, but we recommend creating a system restore point prior to running the utility - How to create a restore point then use the Microsoft Fix It Download
  3. Once Dashboard is uninstalled, to verify is it completely removed, look for Seagate Dashboard 2.0 in the following locations. These locations are both hidden folders so you will need to show hidden files:

    C:\Users\UserName\AppData\Roaming\Seagate
    C:\ProgramData\Seagate

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Error/Message: Dashboard freezes after starting your first backup

Solution(s):

  1. Reboot the computer. Then open Dashboard and restart the backup.
    or
  2. Close the program from the system tray. 
  3. Right-click the Dashboard icon located in the bottom-right side by the screen.
  4. Click ‘Quit’
  5. Reopen the Dashboard program and restart the backup.



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Error/Message: Missing ATL100.dll or Dbghelp.dll

Cause(s): Microsoft VC Redist 2010 SP1 (x86) is not installed
Solution(s): Install Microsoft Visual C++ 2010 SP1 (x86)

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Error/Message: Initial Job Pending
First, simple try hitting the refresh button User-added image

If the backup job still doesn’t start, try the troubleshooting below.

Potential Cause(s): Task was not create in Task Scheduler
Solution(s): Create task in Task Scheduler. 

  1. Verify that an nji file was created in the following location
    C:\Users\UserName\AppData\Roaming\Seagate\Seagate Dashboard 2.0\Files\. You will see a file with your user name nji (UserName.nji). If that was not created uninstall and reinstall the software. 
  2. Create task once nji has been verified 
  3. Open Computer Manager
  4. Locate Task Scheduler 
  5. Select Create Task
  6. the action select ‘New’ put "C:\Program Files (x86)\Seagate\Seagate Dashboard 2.0\NBCore.exe" with quotes in Program Script. In Add Arguments you will need to put the location of the nji file
    C:\Users\UserName\AppData\Roaming\Seagate\Seagate Dashboard 2.0\Files\UserName.nji.


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Error/Message: Unknown Error

Cause(s): Permissions Issues
Solution(s): Elevate privilege level

  1. Right-click the Dashboard icon in the system tray and select Quit.
    Note: A message displays, informing you that the software will not run if you quit.
  2. Click OK to close the warning.
  3. Right-click the Seagate Dashboard icon on your desktop.
  4. Select Properties.
  5. Select the Compatibility tab.
  6. Under Privilege Level, check the "Run this program as an administrator" box.
  7. Click OK.
  8. Relaunch the software.
  9. If the error persists, repeat steps 3-5 to open the Compatibility tab.
    Check the "Run this program in compatibility mode for:" box, and select Windows XP (Service Pack 3).


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Error/Message: Backup appears to hang at a certain percentage

Cause(s): Microsoft Service issue, Amount of data being backed up, and System Performance
Solution(s): There are a few things that can cause the backup to appear to be stuck at a certain percentage.
Verify the following Microsoft services are started and automatic. 

  1. Verify the following Microsoft services are started and automatic:
    ServiceService StatusStartup Type
    COM+ Event SystemStartedAutomatic
    COM+ System ApplicationStartedAutomatic
    Microsoft Software Shadow Copy ProviderStartedAutomatic
    Remote Procedure Call (RPC)StartedAutomatic
    Seagate Dashboard ServiceStartedAutomatic
    Seagate Mobile Backup ServiceStartedAutomatic
    System Event NotificationStartedAutomatic
    Task SchedulerStartedAutomatic
    Volume Shadow CopyStartedAutomatic
    Windows Event LogStartedAutomatic
  2. Only backup what you need. The easiest way to do this is to create a custom backup plan and backup only the data you need. Also, large files such as videos can take a while to backup making it seem that the backup is hanging.
  3. Overall system performance can do the same. Ideally, your internal drive would have at least 20% free and you have have the correct amount of RAM 1GB (32-bit) and 2GB (64-bit). Other limiting factor include the transfer rate. The backup will take longer on USB 2.0 compared to the updated USB 3.0.  For the best performance, ensure your drive is connect directly to the computer and not a USB hub.


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Error/Message: Error 1920. Service Seagate Dashboard/Mobile Backup Service failed to start.

Cause(s):
There are a couple of instances you might see this error.

  1. You are not the Administrator on the computer.  
  2. Antivirus might be causing the a conflict with the installation process.

Solution(s):
In both situations below you will want to right-click on the Seagate Dashboard installer and select Run as Admin. This may allow you to elevate your current permissions on the computer.

  1. Verify that you are the Administrator or have Admin rights on the computer you are using.
  2. Temporarily disabling your antivirus prior to installing the software may also help resolve the issue.


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Error/Message: Connect a Seagate Dashboard enhanced to activate features.

Cause(s): There can be a few things that might prevent Seagate Dashboard from unlocking the appropriate features for your device.

  1. You may not have the MSXML parser installed on your computer.
  2. Your antivirus may be preventing the process from fully completing during installation. 

Solution(s):

  1. Install Microsoft XML Parser 3.0 then restart the computer.
  2. Disable the antivirus temporarily and reinstall Seagate Dashboard


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