Thanks for posting on our forums.
This is Raj from BackupAssist technical support.
While we do typically try to monitor the BackupAssist forums closely and provide timely responses, the forums are not our overall focus in terms of technical support; phone and email support take precedence.
In saying this, however, I am not trying to excuse the poor response time you experienced; I am instead trying to explain that during busy periods of phone and email technical support, forum posts can unfortunately sometimes – but quite rarely - slip by unnoticed.
For critical support issues, we recommend that you contact our support department directly either via email - support @ backupassist.com - or phone - +61 3 9899 4681. Email is often easiest and we guarantee a response to all queries within 24 hours on business days.
In order to troubleshoot the issue your client is facing, could you please enable debugging logging (View > Navigator > Information) and resimulate the error and then supply me with some diagnostic information - for help with compiling the diagnostics, please visit: http://www.backupassist.com/HTMLHelp/Tr ... upport.htm
and send the diagnostics.zip file to support @ backupassist . com .