I had a few minutes with an attorney's WD drive connected to his laptop. I'm going to have some time with him to fix a backup issue over the weekend. Here's what I saw in the few minutes I had access:
He is prompted to run unlock.exe then the backup starts, using the built-in Smartware backup. As it produces errors ("system backed up but with some errors" that you can't find), I told him I thought we should just use Windows 7 built-in backup functionality. When I went to demonstrate that, I saw that Windows was in the process of backing up, to a drive I hadn't seen to that point, a G drive, labeled My Passport.
So, my presumption is that Smartware actually takes over the Win7 backup process. But, client doesn't understand it (nor do I apparently) and cannot confirm that everything is being backed up.
I'm set to recommend that we wipe the external drive clean and use Windows 7 backup function to carry on.
Comments? Educate me? Thank you.
PS I'm aware that WD drives generally are not reliable, and I'm going to recommend we get him a different drive.