Green Screen Week - Transcript

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Ritchie: Yeah and I had it all hooked up on I got a Windows XP on a little laptop HP Pavilion and this software is not working properly. I tried to, I reinstalled it twice and it gets to the window *Welcome to Retrospect Express HP updating status* and then it just stays there.

David Lawrence: Have you talked to support@dantz.com?

Ritchie: No, not yet. I just--

David Lawrence: You thought you would call me first?

Ritchie: Yeah.

David Lawrence: Okay. I love that. I love when people call me first before they actually go to--

Ritchie: I was getting stuff--

David Lawrence: I get it. I understand that. I appreciate that. Updating status sounds well I have never seen it before but it sounds a lot like it is trying to figure out if it*s a legal copy and I am not sure. Did you, you just sort of plugged in the Maxtor and hit the button and hoped for the best or did you install the software from the CD that came with it or what?

Ritchie: Yeah I installed it from the CD like the instruction said and I just and the drive works like I transfer stuff to the drive without a problem but it*s just via the Dantz software.

David Lawrence: And are you plugged into the Firewire port on an HP or is there no Firewire port and you are plugged into the USB port?

Ritchie: The USB no Firewire.

David Lawrence: Okay. Alright so it*s nothing I have encountered before. I am actually on the Dantz site now and there is nothing in their FAQ about updating status and it*s cycling and not understanding. Now you are sure you are not at a screen where it*s counting up files and folders and it*s just taking an inordinately long time?

Ritchie: No I had left it for hours before earlier today.

David Lawrence: Okay then here*s what I suggest. I don*t know that error. I have never encountered that error before. Send an E-mail to support@dantz.com. Robin and the crew over there are just great. If they don*t get back to you, I think they will come back in on Monday morning if they don*t get back to you by Monday afternoon send me an E-mail.

Ritchie: Okay.

David Lawrence: And I will forward it to the people that I know at EMC. EMC just bought Dantz Development the people that created Retrospect. I will forward it to people over there and I will get some answers for you. I don*t know what*s causing that. I don*t know what the issue is but I would like to know so that the next time somebody calls with this I can help them out.

Ritchie: Yeah I looked at the Dantz Knowledge Base and it does say stuff about XP Service Pack 2. It*s not getting through the Firewall or something which I found that to be strange but I wasn*t 100% sure.

[Transcriptions provided by Datalyst]

Hour 1: << previous |1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | next >> | Hour 2 | Hour 3

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