WD Backup Crashes or Does NOT Backup Anything

Am running a Windows 7 PC, Intel CoreDuo 2, 3.0GHz, 8GB RAM.

Earlier in the year I bought a WD 4TB My Passport shortly after recovering from a horrendous Microsoft update that corrupted a formatted 3TB HDD into a usable & formatted 2TB. Had lost a lot of information, and over 8 months of photos. So I figured it was time to dump CD-R/DVD-R and get a better backup solution.

Had been running the WD Discovery juts fine, even with Avast Anti-Virus/Firewall installed. About a month ago I ditched Avast Firewall and went back to Win7’s Firewall as one program would not function with Avast installed, even though I added exclusions in Avast’s settings.

The last backup that WD Backup was able to perform was on 10/1/2018 … and not sure if this is a Microsoft Update issue, or a Western Digital issue.
For a time there all the software updated except Discovery, which would stop around 90%. Over the course of 2 or 3 weeks it finally got installed. Might of been an Avast issue… Avast is pest-ware.
Lately have been getting errors that WD Backup has stopped working. Not seen this up until the latest update.

So, with the current version of Backup, when it crashes, I get this in a pop-up box: Problem signature:
Problem Event Name: CLR20r3
Problem Signature 01: WDBackupService.exe
Problem Signature 02: 1.0.6731.39048
Problem Signature 03: 5b18c590
Problem Signature 04: mscorlib
Problem Signature 05: 4.7.3190.0
Problem Signature 06: 5b694665
Problem Signature 07: 1684
Problem Signature 08: 219
Problem Signature 09: System.IO.IOException
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Have been trying to get a backup over the past few weeks, when I have time in between two PT jobs. Decided that I would uninstall the WD Backup and use the default version, although I did not reboot on this last effort. And WD Backup failed again: Problem signature:
Problem Event Name: CLR20r3
Problem Signature 01: WDBackupSettings.exe
Problem Signature 02: 1.0.6312.2164
Problem Signature 03: 58ef40e8
Problem Signature 04: System.Runtime.Serialization
Problem Signature 05: 4.7.3190.0
Problem Signature 06: 5b694cbb
Problem Signature 07: 11a8
Problem Signature 08: 2a
Problem Signature 09: System.Xml.XmlException
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Utilities functions, Security functions, Backup sits there doing nothing.

Backup runs a system tray icon, and only Help & Quit do something.
Backup Now, Restore A Backup, & Settings do not do a thing. The window closes, nothing occurs, not even activity on the password LED.
Pause and Resume all scheduled backups seems to be working.

So… am assuming there is an issue with the software or registry. Have double and triple checked Avast settings Exclusions, and both 32 & 64 bits paths have been added, as well as the named User under User Settings.
Did not have to do this before to get backup to work. However both Microsoft & Western Digital have had updates since October 1st, 2018.

Windows Errors for this booted-up session:

Error 1)
Application: WDBackupSettings.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.Xml.XmlException
at WesternDigital.Backup.BackupPlanService.LoadSchedule(System.String)
at WesternDigital.BackupSettings.ViewModels.ManageBackupTarget.b__b()
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
at System.Windows.Threading.DispatcherOperation.InvokeImpl()
at System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(System.Object)
at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
at MS.Internal.CulturePreservingExecutionContext.Run(MS.Internal.CulturePreservingExecutionContext, System.Threading.ContextCallback, System.Object)
at System.Windows.Threading.DispatcherOperation.Invoke()
at System.Windows.Threading.Dispatcher.ProcessQueue()
at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
at MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
at MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object)
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
at System.Windows.Threading.Dispatcher.LegacyInvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
at MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef)
at System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame)
at System.Windows.Threading.Dispatcher.PushFrame(System.Windows.Threading.DispatcherFrame)
at System.Windows.Application.RunDispatcher(System.Object)
at System.Windows.Application.RunInternal(System.Windows.Window)
at System.Windows.Application.Run(System.Windows.Window)
at WesternDigital.BackupSettings.App.Main()

Error 2)
Faulting application name: WDBackupSettings.exe, version: 1.0.6312.2164, time stamp: 0x58ef40e8
Faulting module name: KERNELBASE.dll, version: 6.1.7601.24231, time stamp: 0x5b6db2d4
Exception code: 0xe0434352
Fault offset: 0x0000c54f
Faulting process id: 0x114c
Faulting application start time: 0x01d468367671a8f0
Faulting application path: C:\Program Files (x86)\Western Digital\WD App Manager\Plugins\WD Backup\App\WDBackupSettings.exe
Faulting module path: C:\Windows\syswow64\KERNELBASE.dll
Report Id: b4d02e50-d429-11e8-9b62-001e4ccc5eb1

Error 3)
Fault bucket 4282744319, type 331984123
Event Name: CLR20r3
Response: Not available
Cab Id: 0

Problem signature:
P1: WDBackupSettings.exe
P2: 1.0.6312.2164
P3: 58ef40e8
P4: System.Runtime.Serialization
P5: 4.7.3190.0
P6: 5b694cbb
P7: 11a8
P8: 2a
P9: System.Xml.XmlException
P10:

Error 4)
Application: WDBackupSettings.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.Xml.XmlException
at WesternDigital.Backup.BackupPlanService.LoadSchedule(System.String)
at WesternDigital.BackupSettings.ViewModels.ManageBackupTarget.b__b()
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
at System.Windows.Threading.DispatcherOperation.InvokeImpl()
at System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(System.Object)
at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
at MS.Internal.CulturePreservingExecutionContext.Run(MS.Internal.CulturePreservingExecutionContext, System.Threading.ContextCallback, System.Object)
at System.Windows.Threading.DispatcherOperation.Invoke()
at System.Windows.Threading.Dispatcher.ProcessQueue()
at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
at MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
at MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object)
at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
at System.Windows.Threading.Dispatcher.LegacyInvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
at MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef)
at System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame)
at System.Windows.Threading.Dispatcher.PushFrame(System.Windows.Threading.DispatcherFrame)
at System.Windows.Application.RunDispatcher(System.Object)
at System.Windows.Application.RunInternal(System.Windows.Window)
at System.Windows.Application.Run(System.Windows.Window)
at WesternDigital.BackupSettings.App.Main()

Error 5)
Faulting application name: WDBackupSettings.exe, version: 1.0.6312.2164, time stamp: 0x58ef40e8
Faulting module name: KERNELBASE.dll, version: 6.1.7601.24231, time stamp: 0x5b6db2d4
Exception code: 0xe0434352
Fault offset: 0x0000c54f
Faulting process id: 0x11f0
Faulting application start time: 0x01d4683697beaf30
Faulting application path: C:\Program Files (x86)\Western Digital\WD App Manager\Plugins\WD Backup\App\WDBackupSettings.exe
Faulting module path: C:\Windows\syswow64\KERNELBASE.dll
Report Id: d5f08710-d429-11e8-9b62-001e4ccc5eb1

Error 6)
Fault bucket , type 0
Event Name: CLR20r3
Response: Not available
Cab Id: 0

Problem signature:
P1: WDBackupSettings.exe
P2: 1.0.6312.2164
P3: 58ef40e8
P4: System.Runtime.Serialization
P5: 4.7.3190.0
P6: 5b694cbb
P7: 11a8
P8: 2a
P9: System.Xml.XmlException
P10:

So… WD Backup is not being reliable. Is there another standalone backup/restore software available that IS reliable AND dependable?

Have been using Microsoft’s SyncToy 2.1(x64) to run batches of backups, which is free and works on its own quite well, although it is a simple program.

Support got back to me today, with:
We understand that you are not able to backup the data using WD Backup. I am sorry for the inconvenience caused to you.
I would recommend you to follow the steps mentioned below in chronological order to resolve the issue:

  1. Please Uninstall WD backup.

  2. Delete the appdata files related to WD Backup.
    You can open the appdata folder by opening run ( Press the Windows + R key on the keyboard ) and then type in the run windows '%appdata% (Exclude the apostrophe). This will open the appdata folder and then go to roaming. In roaming you need to search for Western digital containing the ‘WD Backup’ folder. Delete the WD Backup index files from the C drive.
    2a. C:\ProgramData\WesternDigital \WD Backup
    2b. C:\ProgramData\WesternDigital \Logs\Wd Backup
    2c. C:\Users[Customer User Account]\AppData\Roaming\Western Digital\WD Backup\

  3. Please reboot the computer and then the link below to install WD Backup:
    How to install WD Backup
    https://support.wdc.com/knowledgebase/answer.aspx?ID=12962

  4. Please install the software and then check these services are running and set to automatic:

There are two services :

  1. WD Backup drive helper
  2. WD Backup snapshot

For instructions on how to start the services, please follow the steps mentioned below:

  1. Open the run ( Press the Windows + R key on the keyboard ).

  2. Type ‘services.msc’ (Exclude the apostrophe).

  3. Search for the service - WD Backup drive helper in the list. Right click on the service and then click on properties. Change the startup type to automatic and then start the service. Click on Ok.

  4. Please follow the step 3 to start the WD Backup snapshot service as well.

  5. Please open the WD Backup from the desktop and then add the backup plan. For instructions please follow the link below:

How To Backup Files Using WD Backup

As such, went to remove the files, and most were gone. Logs were still there, and the folder was remaining in Roaming. All gone. Ran up Glary Utilities to see if it could detect any issues that changed in the Registry, was good there as well.

After removal, rebooted, and installed the WD Backup. Finally was able to get a backup going again. :slight_smile: Have not gotten around to setting permissions or checking to see if the programs are set to run automatically yet.
Backing up first and foremost, then will get to the rest.

Did save a copy of the newer backup and the text the technician sent on the 4TB Passport drive in its utilities. Decided to run the latest Backup as opposed to the default version then upgrading.

Am please that it is working. Will have to give it a while to be sure o error message pop-up.

1 Like
  • IF after doing the above WD suggestions, WD Backup does not initialize when you select the [Backup Now] button, you might TRY installing as Administrator. See this document -

  • IF WD Backup fails to run after an update or install, you might TRY this document -