Genie 9 Backup Service Stops Running

I have three Windows 7 Professional PC's. Last December I purchased backup software called Genie 9 Professional and installed it on each machine. The "Genie Timeline Service" service stops running and continuous backup stops until I check and discover the service has stopped. I then have to go to Control Panel > Administrative Tools > Component Services > Services (Local) and restart the Genie Timeline Service. After I restart the service Genie runs for a few days then the service stops again.

I have worked with Genie Tech Support for several weeks and they do not know why the service stops running. I installed Genie 9 Pro on my daughter's Windows 7 Pro machine at Christmas and she is not having any troubles like I am. Genie Tech Support has finally told me they do not know why the Genie Timeline Services stops running and they have offered me a refund. Genie has many good features and I would like to try to solve this problem instead of getting a refund.

Does anyone have experience with Genie 9 Timeline backup and does anyone know why services stop running?

Thanks, Bill

 

DavidGP thanks very much for your reply and for all of your great ideas. I will answer your questions below:

I will use the machine names.

Digital - Windows 7 Professional 64 bit service pack 1
Office - Windows 7 Professional 64 bit service pack 1
Studio - Windows 7 Professional 32 bit service pack 1

When I checked for the service packs I was surprised that I don't remember installing additional service packs as I know they are important. Is service pack one the only SP available for Windows 7?

I am backing up each machine to an individual external USB hard drive connected to each machine. I have Genie 9 Timeline Pro installed on each machine.


Item 1 above, all machines -
I clicked the "HERE" link which brought up a Genie 9 Support document that discusses "The antivirus software is scanning the selected files and folders to be backed up". I am using ESET NOD32 antivirus on all three machines. One of the first things Genie tech support told me to do and they told me how to do it was to set ESET not to scan five Genie program files which I have done. I have uploaded a screenshot of the ESET exclusions screen. I can't use the resolution 1 as it says it only works on GBM Pro and Server Only - I don't think I have that. Resolution 2 says to add the Genie intermediate files that are created before the validation phase to the ESET exclusion list so they won't be virus scanned. I hope the Genie files in the screenshot are those files.

Item 2 above, all machines -
The Genie services Startup Type was set to Automatic

Item 2b above, all machines -
There are no Dependencies shown

Item 2c above, all machines -
In the Recovery tab
- "First and Second Failure" displayed Restart the Service
- "Subsequent Failures" displayed Take No Action - I changed to Restart the Service
- "Reset fail count after" displayed 0 days - I changed to 120 days
- "Restart Service after" displayed 0

Item 3 above, all machines -
Genie monitors the machine and continuously backs up new files and existing files if they change - this is why I like the software. I can start and pause the backup process and I can also create various schedules too. I have attached a screenshot of the Backup Schedule page.

Item 4 above, all machines -
I have not disabled any startups by using msconfig. I may try this later.


I am very hopeful that by changing the Recovery tab setting in Item 2c for Subsequent Failures from Take No Action to Restart Service this will fix the problem because if the Genie service stops more than two times it will be restarted (hopefully) and the program will run.

DavidGP I really appreciate your help and for your time. I am sorry for my very long response but I wanted to answer all of your questions/suggestions in detail.

Bill

 

Hi David;

Thanks for your reply. I have checked all three machines this morning and Genie Backup is still running on all machines - knock on wood!

I really hope that my changing the Recovery tab "Subsequent Failures" from Take No Action to Restart the Service has fix the problem.

I will keep you posted through the next several days - if you don't hear from me Genie has not stopped running, but I will let you know. Thanks again for all of your help - I really appreciate it. Have a super weekend.

 

Hello David;

I am happy to report back to you that your suggestion above in step 2c to change the Recovery tab "Subsequent Failures" from Take No Action to Restart the Service has fixed the problem of Genie 9 Timeline backup service stopping. The service may be stopping but the setting will always restart it.

Thanks again for your help and for your great suggestions. Have a happy day!

Bill Artman, USA

 

I just discovered this thread, while I was researching the same problem a year down the line, on Windows 10. So far, fingers crossed, the advice on 'Subsequent Failures' is working for me too. I've only had a holding reply from Genie9, to the effect that they're working on the problem and hope to get back to me in a couple of days. Their support is usually pretty good, so I'm surprised they didn't just refer me here. Perhaps they have a better solution by now. We'll see. Many thanks to the original posters anyway.