I just sent the following letter to the Apple headquarters in Cupertino and hope that the tendency to throw away a letter that is printed on paper is less than to delete an e-mail:
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Dear Sir or Madam,
as it turned out to be impossible to get a proper answer to the correction of the fault in the current version of you iOS Lion, I decided to write you this letter representing the countless numbers of users in your forum annoyed by this issue.
It would be helpful if you could please forward this letter to the person responsible for the current iOS Lion or the software for the Time Capsule.
Reading the forum enties and according to my own experience this error is caused by having an Apple computer that was updated to Lion in combination with your backup product Time Capsule.
Since updating the system to Lion many users of a certain generation of devices (In my case MacBook Pro Late 2009) get the following error when the system starts a backup on the Time capsule:
- a finder window opens up automatically showing the folder of the Time Machine on the Time Capsule
- the Time Machine menue in the bar says “Back-up Volume suchen” = “Searching backup volume”
- after some minutes an error message pops up saying (I’m translating this from the german version, so the US error message might mean the same but might use other words):
Time Machine was unable to create the backup.
The image of the backup volume “/Volumes/Time Capsule/MacBook Pro.sparsebundle” could not be accessed (error -1).
In the former version of the AirPort software it was possible to work around this issue manually although this was not an acceptable solution and had the be done again after eacht shutdown of the Mac:
- disconnect all users from the Time Capsule using the AirPort software
- set the Time Capsule as volume for the Time Machine function by using “Time capsule --> settings"
This solution was annoying and time consuming but the only way to get the backup working.
Since the latest update of the AirPort software to version 6 even this emergency solution to the problem is unusable because the function “disconnect all users” is no longer part of the software.
This makes backups impossible.
To cut a long story short, updating your system to Lion made the usage of Time Machine for many users much more inconvenient and after waiting more than five months the update of the AirPort firmware and AirPort software, that was expected to fix the issue, made using this backup solution impossible.
What irritated me also was, that contacting the Apple support with this issue does not even slightly solve the problem. The range of answers goes from “reinstall Lion on your system” to “Comments in the forum can not be trusted”.
All of this recommendations did not solve the problems of a single user in the forum as far as I have seen it but created hours of senseless work for them by having to reinstall everything they had on their Mac before.
Furthermore support even refuses take care about the problem if the support time for you product has ended.
Let me make things clear: It seems to be an update that you sell that causes a problem on devices it is designed for. We even pay money for this iOS causing a problem we have not experienced before.
Your support even told to have knowledge of this bug and to be working on it. This has taken about five months now and none of your updates has solved the issue.
I have attached to this letter a printout of the error message as well as a couple of pages of the forum entries concerning this issue.
I must say, that for the first time since my switch to an “All-Apple-Network” using not a single Windows driven product in my household any more, this feels very Microsoft like.
Your devices always had the best design but I am sure what made most of the former Windows users switch, is, that with your products one did not have to spend hours and hours keeping the products working. Seeing the recent developments I am no longer sure if you are able to keep this level of quality that most Apple fans, as I would also call myself, still see in you.
Please proof me wrong.
Truly yours
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I will keep you updated as soon as I will receive an answer but don't expect it to soon as a letter from Germany to the USA usually take two weeks. And furthermore sorry if any bad english is used in the letter. I did not have the time to take much care as I have to earn the money to buy more Apple products ;-)