04-02-2012 08:27 PM
you're not alone. I'm having the same exact issue. It tells me it installed correctly and everything. After I reboot my computer (Windows 7 64 bit 4 gigs ram) and open the software, it still shows the same software version I had to begin with.
04-04-2012 04:49 PM
Installed 18.104.22.168 for Windows. Restart my system. Before my system loads my desktop, a black screen appears along with the Command window. The Command window remains completely blank. After around 15-20 seconds, my desktop loads and all of my Startup components show up.
I then open SmartWare, which recognizes 0 files to be available for backup (although SmartWare recognizes C: and the WD external drive). My SmartWare version number is also the same as it was out-of-box: 1.4.x.x.
I have done this several times and each time leads back to the same two issues: 1) the installation of 22.214.171.124 never seems to occur and 2) no files are recognized for backup. Both these issues render the software 100% useless. Any help?
04-04-2012 06:58 PM
I have the same issue, I've been speaking to tech support for 3 days now and they still don't understand they have a problem with their update on their end. They still firmly believe the issue is on my end with my hard drive despite everyone else complaining on here about it. I actually uninstalled the old software as well as the update, rebooted the hard drive and re-installed whatever the latest firmware was. I haven't turned the hard drive back on to see if it actually worked yet or not.
04-04-2012 08:14 PM
They have no clue what's going on within their company. They honestly do not read the support forums they provide to get just that. They keep trying to basically blame me for their error and refuse to accept that they have a MAJOR issue with their software and it needs to be addressed immediately. I'm about to threaten them to throw this in the garbage and buy a seagate or something else from one of their closest competitors. This is absolutely ridiculous.
04-04-2012 08:18 PM
I suppose I should clarify a bit. When I first opened the SmartWare program as it comes out-of-box, it recognized my various file types for backup and made suggestions of what I should back up. Then the "update" window popped up and I went through the described updating process (nothing out of the ordinary). It was after this first update--supposedly to 126.96.36.199--that things never worked as they should. I had only had the hard drive for 2 hours before there was a problem with this software. I love WD hard drives; I have no idea why this program is such a dud.
04-04-2012 08:21 PM
I've had this hard drive for about a year and has had a few software and firmware updates. I've never once had an issue with it until now and now it's causing nothing but problems. I can't back anything up because the software is technically outdated. I will be on the phone again with tech support tomorrow.
04-04-2012 08:45 PM
It is now working for me. Here is what I did:
I went to Control Panel --> Uninstall A Program --> then I uninstalled the two (no idea why there were two) WD SmartWare programs shown. I restarted my computer. Then I went straight to the update website, bypassing the WD SmartWare that is loaded on the hard drive. I downloaded & installed the update, then restarted again.
Now everything works perfectly and I have version 188.8.131.52 installed correctly and the backup appears to be available to run. Fingers crossed and good luck.