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All posts shown are directly from our US-based technical support team.
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Running the Malware Scan Features

April 18, 2017

With the latest release of Drive Genius now including Malware protection and detection, many users have been excited to try out the new features of the software. We often get calls asking how the new malware scan works, how to download the malware database, and how to run it.

The malware scan in Drive Genius can actually be run in several different ways depending on your specific needs. Normally I will explain to customers the different malware utilities available to them in Drive Genius.

The Malware scan can be manually run on a drive by selecting the drive from the Drive List and clicking the Malware Scan utility in the Protect section. If the software has recently been installed or updated to the latest version, the malware database will need to download.

Customers will often ask how long the ‘updating malware database’ process will take, and unfortunately it can vary, especially during the initial software release. The new Malware Scan feature in Drive Genius 5 scans for known malware based on it's database, and this database is often updated multiple times per day.

The initial download of the most recent malware database can take several hours or even several days depending on your connection and how busy the download servers are, however after the initial malware database is downloaded, any future updates will take significantly less time than the original download.

Alternatively, the new Malware Scans are also scheduled for your connected drives through the DrivePulse utility, much like the fragmentation and drive health checks run by the software in the past. You can allow DrivePulse to schedule the Malware Scans for your drives automatically, and it will download and update the malware database as needed.

Drive Genius Feature Greyed Out

March 30, 2017

I interacted with a user of Drive Genius that had recently upgraded their machine with a new SSD drive to improve file access and overall performance. The user told me that they had wanted to run a few basic Drive Genius utilities on the drive to make sure the new drive was not damaged.

Normally, utilities will be greyed out if they are not applicable to the currently selected drive, file or folder. The most common instance of this happens when running the software while booted into your Mac startup drive.

Apple made a change in their operating systems going forward, which no longer allows 3rd party software to un-mount the main internal boot drive while you are booted into it. This prevents the use of certain utilities while you are booted into the drive. To get around this, this user would normally use our BootWell solution, which allows them to create a Drive Genius bootable drive that can be used to service the internal drive.

This user was concerned because after booting into their Drive Genius BootWell, they noticed the Defragment utility was still greyed out for the internal drive. I explained that Defragment is not available for SSD / Fusion drives as they do not benefit from the defragmentation process, partly due to their high read/write speeds and limited number of write cycles.

To help with any future greyed out icons, I let the customer know that if you hover your mouse cursor over a disabled icon, a tooltip will appear to explain why the utility is disabled.

Extended Physical Check with Drive Genius

March 24, 2017

I assisted a customer with Drive Genius 4 that had recently purchased a new 4TB external hard drive, and wanted to test the drive’s reliability before using it as a backup destination. The customer told me that they had began running Drive Genius 4’s Physical Check Utility to check their hard drive for hardware problems, but that the software was still running after leaving the computer on overnight and had completed less than 25% of the entire check. They were concerned with the length of time the Physical Check was taking to evaluate their hard drive, and wondered if this could indicate drive failure. After asking about the customer’s procedure when setting up the hardware test, I was able to determine that they had accidentally chosen to run an Extended Physical Check. When running a Physical Check with Drive Genius, there is an ‘Extended Check’ option that can selected with a checkbox. I explained to the customer that while a normal scan can take 5-8 hours per 1TB, an extended check will verify the read and write ability of all data areas, often taking days or even weeks for large drives. The extended check can be used as a stress test on new drives that otherwise show to hardware errors. The customer chose to continue with the extended check after confirming their drive was not failing, and was able to verify the health of their new hard drive.

When to Defragment a Hard Drive

March 16, 2017

If you computer is performing slower than usual, you may be able to speed up the performance by running a defragment on your hard drive. Since the information that is stored on disc drives can be scattered, the defragment tools will be able to collect this data and write it on one continuous block so the drive can access the data faster. Solid State Hard Drives do not need to be defragmented, since they will automatically sort through the files.

After running the defragment tool within Drive Genius, most users will usually ask me how often they should run that tool. Typically, you should not need to run this tool on your drive more than a few times a year, but I would recommend checking on the fragmentation within Drive Genius if you start to notice your computer performing slower again.

However, if your computer continues to perform poorly after the defragmentation, there may be a different issue other than fragmentation. You can also check the integrity of your hard drive to see if there are any issues that would cause it to fail. I would definitely recommend running these checks on your drive and backing up your data so that it is secure and you would not risk losing any data.

Fix Launch Failure for Drive Genius 4

February 1, 2017

Today I assisted a customer that had recently upgraded their copy of Drive Genius. When installing the latest version, the customer received a Drive Genius Launch Failure, warning them that there was an install failure and that they should re-launch Drive Genius. This launch failure included the error code 72, and can sometimes occur when a user installs a newer version of Drive Genius without uninstalling a previous version.

I advised the customer to close out of any open Drive Genius windows, and to download and run our Drive Genius Uninstaller available here.

After running the uninstaller, I had the customer Restart their computer, and reinstall the latest version of the software. I then instructed them to double-click on the downloaded Drive Genius DMG file, and manually drag the Drive Genius icon inside the download file to their Applications folder. The customer was then able to launch Drive Genius from the Applications folder, providing an error code 72 fix for their situation.

When is it best to clone a failing hard drive?

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I spoke with a customer today who was asking why it was taking a long time to scan his internal drive that was not mounting. He had trouble with this Mac and one day it would not start up to Mac OS X. He used his Drive Genius 3 disk and ran a scan on the drive to find out that the drive had quite a few bad blocks. He decided to recover his data using Data Rescue 3. The scan had been running for hours and the progress was really slow. I suggested to clone the drive because if the drive is failing, then running a Deep Scan may not complete. The clone took a long time to finish but he was then able to run a Deep Scan on that cloned drive to get his data. Prosoft offers Free Technical Support so if you have any questions feel free to contact our Support Team (Available Mon-Fri 7am-5pm PST). He was happy that he was able to get his data from the failing drive.

Using Drive Genius 3's Repartition Tool

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I helped a customer today use who wanted to make some changes to the partitions on his external drive using Drive Genius 3. He had 2 partitions on this drive but decided he wanted to delete one of the partitions and then add the remaining space to the main partition. He called support for assistance because wanted to make sure he was doing it correctly without ruining the main partition on this drive. I guided him to the Repartition tool in Drive Genius 3 and had him delete the unwanted partition. Then he was able to select his main partition on the drive and resize it to account for the remaining free space. He was very happy that he was able to get rid of the extra partition and keep the remaining storage space without having to reformat the drive.

Using Drive Genius 3's Live Defrag

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Today I helped a customer that recently upgraded from Drive Genius 2 to Drive Genius 3. He was wondering how he could burn the Drive Genius 3 startup DVD so that he could use it to Defrag his Mac hard drive. I confirmed that he had an older Mac that was supported by the Boot DVD, as he had a model that was released prior to June 2011. I sent him instructions for burning the DVD to use as a startup disk. I also explained to him that he could use the LiveDefrag instead so that he would not need to restart his computer from an alternate startup drive or the startup DVD to run a Defrag.

Using Drive Genius 3 to increase a Partition Size

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Today I helped a customer use Drive Genius 3’s Repartition tool to resize some partitions on his external Mac hard drive. He ran into an issue where he was unable to expand a partition to a larger size and was not sure what to do. I had him send me a screenshot of his Drive Genius 3 window displaying the partition pie chart and after viewing his layout I noticed that he did not have any available free space to expand the partition.

Use Drive Genius 3's Repartition to Create Multiple Boot Partitions

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I helped a Mac customer today that wanted to clone her two MacBook Pro’s hard drives and her Mac Mini’s hard drive to the same external drive. She had already completed the clone of her MacBook Pro using Data Backup 3 but was not sure what to do next. I explained to her that if she wanted to have two bootable clones of her Macs, they would need to be on separate partitions of her external hard drive. She was also an owner of Drive Genius 3 so I guided her to using the Repartition tool to create a new partition on the external hard drive to use for the Clone backup of her Mac Mini.

She was happy that she was able to create this new partition without having to erase the drive and run her first backup again. She now has clone backups for both of her Mac computer’s so her data is preserved and she can boot from either backup if she ever experiences any issues with her Mac hard drives.

Scanning for Bad Blocks with Drive Genius 3

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Recently I had worked with a customer who was seeing reccurring volume errors on the boot volume (aka Mac HD) of his MacBook Pro. He would Repair the issue with Drive Genius 3 and then he would get a warning from DrivePulse in a few days that the volume needed to be repaired again. I guided him to try scanning his hard drive for Bad Blocks using Drive Genius 3, the scan was able to find 3 bad blocks.

I sent him instructions on how to Spare Bad Blocks using Drive Genius 3’s Scan Feature and this was able to fix the issue. I was able to follow up with this customer today and he has yet to see any more warnings after a weeks time and his MacBook Pro is running smoothly.

Sparing Bad Blocks in Drive Genius 3

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Today I worked with a customer who received a warning from DrivePulse stating that his startup drive in his iMac had critical errors. He wanted to know what his next course of action should be. I asked him to backup his drive first and then run a scan using Drive Genius 3 with Spare Bad Blocks checked. He tried to run a scan with spare bad blocks checked but it would fail saying there was a hardware failure. He contacted me again regarding this issue and told me the scan would not run unless he unchecked Spare Bad Blocks. I advised him at this point to replace the hard drive because if Drive Genius 3 had found bad blocks it would have finished the scan and then given you the results. In this case the scan of his hard drive would not even complete because the drive was suffering from a hardware failure and it was a good thing that DrivePulse was able to detect these errors so he could backup his drive. This is another example of Drive Genius 3 saving another user’s hard drive from crashing without a warning.

Securely Erase a Specific File or Folder with Drive Genius

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Today I helped a customer use the Shred feature of Drive Genius 3 to securely erase a folder on his MacBook Pro that contained documents with his personal information. He was wondering if he should move the folder to his trash, empty his trash, and then run a Shred on the free space. This is definitely one way that he could do it, but I suggested that he should instead go into Shred in Drive Genius 3 and choose the specific folder that he wanted to securely erase.

By choosing to only shred the folder this would save him a lot of time compared to shredding all of the free space on his drive which amounted to around 400 GB. He decided to run a 3 Pass Shred for the folder and he was able to securely erase all of the documents in a few minutes rather than waiting a few hours to shred his entire free space. He was glad that these files were permanently gone and thought it was very convenient to have the option to choose a specific file or folder for the Shred.

Resetting Partition Map in Drive Genius 3

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Today I worked with a customer who was using Drive Genius 3 to Duplicate his Macintosh hard drive to an external hard drive that was 500GB. He had recently replaced his Macintosh hard drive with a 1TB hard drive and now he wanted to Duplicate his 500GB external drive to his new 1TB Macintosh hard drive. He was able to run the Duplicate successfully but when he looked at the information for his Macintosh hard drive he noticed that the size was 500GB and not the full 1TB. He contacted support and wondered what happened to the rest of the space on his 1TB drive.

I explained that the Duplicate will make an exact copy of the source and since his source was a 500GB partition it will copy the 500GB partition onto his destination. I then guided him to use the Repartition tool in Drive Genius 3 where he could Reset the partition map to include all of the space on this drive that was not included after the Duplicate. He was able to successfully reset the partition map and was happy that he was now able to use the entire 1TB of his new drive.

Resetting Partition Map in Drive Genius 3

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Today I worked with a customer who was using Drive Genius 3 to Duplicate his Macintosh hard drive to an external hard drive that was 500GB. He had recently replaced his Macintosh hard drive with a 1TB hard drive and now he wanted to Duplicate his 500GB external drive to his new 1TB Macintosh hard drive. He was able to run the Duplicate successfully but when he looked at the information for his Macintosh hard drive he noticed that the size was 500GB and not the full 1TB. He contacted support and wondered what happened to the rest of the space on his 1TB drive.

I explained that the Duplicate will make an exact copy of the source and since his source was a 500GB partition it will copy the 500GB partition onto his destination. I then guided him to use the Repartition tool in Drive Genius 3 where he could Reset the partition map to include all of the space on this drive that was not included after the Duplicate. He was able to successfully reset the partition map and was happy that he was now able to use the entire 1TB of his new drive.

Repairing hard drive errors on a Mac

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I communicated with a customer regarding an issue with his internal hard drive. He had Drive Genius 3 installed on his Mac and DrivePulse (feature of Drive Genius that monitors the hard drive for errors) notified him that he had hard drive errors on his MacBook and he needed to repair it ASAP!

He tried running Integrity Check and then Verify on his drive but got a error. He told me the error and it seemed that the hard drive was busy. I asked him to start up his Mac from the Drive Genius 3 disc and then try to run the repair on the internal boot drive. The repair option is not available when you have started up from the internal drive. In order to unmount a start up drive you have to start up from a secondary drive. Most people try running Verify because the repair option is not available when booted from the drive that you need to repair.

In this case since his Macintosh HD was his primary startup volume, he must startup from another device in order to run the Repair. He had a Late 2011 model MacBook Pro and he did have a Clone Backup of his hard drive. He was able to startup from the Clone, open Drive Genius 3 and run the Repair on his Macintosh HD. He was glad that he was able to fix the error and thankful that DrivePulse detected the problem before it became a more serious issue.

Repairing a Volume Using Drive Genius 3

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Today I helped a customer who had received a warning from DrivePulse reporting corruption on his Macintosh HD volume and that it needed to be repaired. When he opened Drive Genius 3 he was not able to run Repair because it was grayed out so he contacted support for help. I explained to him that in order for Repair to run, the volume needs to be unmounted but since he wanted to Repair his primary startup drive (Macintosh HD), he would need to startup from another volume and he should have a current backup of his data. I told him that he could use either a secondary startup drive, a bootable clone, or the Drive Genius 3 DVD (Older Macs only) as his startup disk and then run the repair from there. He did have an external hard drive with Mac OS X Mountain Lion installed on it so he was able to start from this drive and then use Drive Genius to run the Repair on his Macintosh HD. The Repair completed successfully and he was able to start using his computer again without any issues.

Repairing a Volume Using Drive Genius 3

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Today I helped a customer who had received a warning from DrivePulse reporting corruption on his Macintosh HD volume and that it needed to be repaired. When he opened Drive Genius 3 he was not able to run Repair because it was grayed out so he contacted support for help. I explained to him that in order for Repair to run, the volume needs to be unmounted but since he wanted to Repair his primary startup drive (Macintosh HD), he would need to startup from another volume and he should have a current backup of his data. I told him that he could use either a secondary startup drive, a bootable clone, or the Drive Genius 3 DVD (Older Macs only) as his startup disk and then run the repair from there. He did have an external hard drive with Mac OS X Mountain Lion installed on it so he was able to start from this drive and then use Drive Genius to run the Repair on his Macintosh HD. The Repair completed successfully and he was able to start using his computer again without any issues.

Removing Damaged Preference Files with Drive Genius 3

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I was helping a MacBook Pro customer today who received and early warning from DrivePulse that there were preference files on his Mac HD that may be corrupted. He was not sure how to remove them and called up the Prosoft Technical Support team for some help.

It is important to remove damaged/corrupted preference files because they may cause errors or crashes with the associated application. I guided him to use Drive Genius 3’s Verify Preferences tool to search for these corrupted preferences. When the search completed, he was able to remove all of the corrupted plist files and was able to relaunch the associated applications without any issues. He was very happy that Drive Genius 3 was able to detect the issue before he even experienced any of the negative effects.

Improve your Mac's Performance with Drive Genius 3

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Today I helped a customer who was having problems with his hard drive on his MacBook Pro. The hard drive kept freezing up and causing his internet browser to run slow and generally frustrating him. He tried to force quit the applications but this did not help. He pulled out his Drive Genius 3 disk to help resolve this issue but in the meantime he had forcibly shut down his Macbook Pro causing the hard drive to not mount. He had the Drive Genius 3 disc inserted in his Mac but was not sure what to do.

I worked with him running a few different tools in Drive Genius 3 to figure out what was going on with his Mac. We ran a few tests on the MacBook Pro and then rebooted the Mac. He was surprised to see that upon reboot the MacBook Pro was able to go right into Mac OS X and everything was running well again. In the end he was very glad that Drive Genius 3 saved him the time and aggravation of erasing the hard drive and then restoring his Mac.

How To Make A Startup Disk For Mountain Lion

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Today I spoke with a customer who wanted to create a startup disk for his new MacBook Pro so that he could use as a alternate boot option to start his Macbook Pro and his other Mac’s. He had been using the Drive Genius 3 DVD to startup his older Mac computers, but was worried that he would not be able to use a disc to startup his new MacBook Pro. He wanted to make sure he had a second startup disk just in case he had to repair his internal drive on his MacBook Pro or run any other operations that require the drive to be unmounted.

How To Erase/Delete A Corrupted File

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Today I spoke with a customer who has Drive Genius 3 installed on his Mac. DrivePulse is a feature of Drive Genius 3 that monitors all attached hard drives on the Mac, and Drive Pulse was giving him a warning for a corrupted preference file on one of his hard drives. He identified that the error was on his startup drive but did not know what the next step was.

I worked with him in running a Verify Preferences through Drive Genius 3 on the startup drive. Verify Preferences identified the corrupted file and then you have the choice of selecting reveal in finder. This allows you to delete the corrupted file and after deletion you have to launch the associated application to replace the deleted file. This keeps your Mac from running into any issues due to a corrupted file or directory and keeps your Mac running effeciently.

How to clone a larger Mac hard drive to a smaller Mac hard drive

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Today I helped a customer who had a bad internal hard drive on his iMac. He is the owner of Drive Genius 3. This iMac was still booting to Mac OS X. He decided to use Drive Genius 3’s duplicate feature and copied the internal 750GB hard drive to a external 1TB drive. The clone finished successfully and he was happy . He got a replacement 750Gb hard drive for his iMac and wanted to clone 1Tb hard drive back to the the new 750 GB hard drive. Drive Genius 3 duplicate feature does a device copy and therefore did not work for the clone of the big hard drive to a smaller hard drive.

DrivePulse Alerts Mac User of Hard Drive Problem

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Today I helped out a customer who was having an issue with their MacBook Pro. They had Drive Genius 3 installed on their MacBook with an external drive plugged in for a TimeMachine backup. DrivePulse (a new feature of Drive Genius 3) reported that there was a error with the Time Machine backup drive and that the Mac HD also had errors . Drive Genius 3 reported this error prior to the drive failing or the backups failing. If the user did not have Drive Genius 3 installed it would have gone unnoticed. until it failed. The DrivePulse feature within Drive Genius is a great tool that gives an early warning to drive failure. It’s early warning can save you time and headache as it alerts you when there is a problem with one of your Mac hard drives.

Speed up your Mac with Drive Genius 3's live defrag

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I spoke with a customer regarding Drive Genius 3 Defrag. He was trying to create a startup disk for his Mac in order to do the Defrag. He did not know about Drive Genius 3 and the LiveDefrag, he had always done his Defrag himself by using a startup disk. I sent him the steps for burning and creating a disk for using as a startup option for his Mac. I also told him about Drive Genius 3 and the LiveDefrag option. Drive Genius 3 allows you to Defrag the internal boot drive of the Mac by just choosing and selecting Defrag. After you hit start for the Defrag, Drive Genius 3 will ask you if you want to check the disk and then start the Defrag. Once you make your selection then Drive Genius 3 restarts in a minimal environment and does a repair first then runs the defrag. The defrag shows the percentage of the defrag and when it’s completed restarts the computer back into Mac OS X and this is all done without the need of a startup disk.

Speed Up My Mac

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I spoke with a customer who had purchased a MacBook Pro. He was inquiring about Drive Genius 3 and how that might help him speed up his Mac and get the most out of his MacBook. I explained to him that Drive Genius 3 has DrivePulse as one of the tools which keeps track of permissions, system integrity, volume fragmentation and overall condition of all hard drives attached. There is not a built in utility in Mac OS X that will warn you when you have corrupted files/directory or other issues with your hard drives. DrivePulse is an excellent early warning system to alert you to any impending issues which, if left unattended, could cause major computer problems.

Another other important tool within Drive Genius 3 is DriveSlim, which allows you to remove duplicate files, unnecessary large files as well as other unused files from your system to free up space. Drive Genius 3 suite of tools that keeps your new MacBook Pro running good while warning you of any possible issues. He decided to purchase the program to maintain his MacBook Pro.

Making a clone for backup purpose

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I spoke to a customer who had a drive on his mac that he wanted to clone to another drive. He was doing this for creating a secondary drive for backup purposes. He decided to use the Drive Genius 3 duplication tool for this purpose. On his primary drive he had 2 partitions, first one was a mac partition and the 2nd partition was a bootcamp partition. He was trying to run a volume clone to copy the 2 different partitions. I suggested he use the device clone instead of volume clone. The device clone works on a drive of equal size or larger. He ran the device clone and was able to copy both partitions to the other drive and he checked each partition to make sure they were still valid startup choices.

Drive Genius 3 can repair errors on your Mac hard drive

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Today I spoke with a customer who has a MacBook Pro running Lion and Prosoft Engineering’s Drive Genius 3 for Mac Drive Utility software.

The DrivePulse® feature in Drive Genius 3 warns you when issues are found with your hard drive and he had a message from DrivePulse indicating there were errors on the internal drive of the MacBook Pro, and that he should repair the drive. He ran the Verify within Drive Genius 3 and Verify failed. He did not know what to do next and called Prosoft Engineerings Tech Support.

I worked with him on this issue and asked him to backup his drive first before proceeding. I then helped him burn a Drive Genius 3 boot DVD that he could use to boot the MacBook Pro. He was able to boot the MacBook Pro using the Drive Genius 3 DVD and then he ran the repair to fix the errors on the internal boot drive. He was glad that Drive Genius 3 warned him about this issue on his MacBook Pro’s hard drive and he was able to fix the error.

How-to Create a Lion Startup Disk with Drive Genius 3

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Today I helped a Mac user create a bootable Lion startup disk for his new MacBook Air to use Drive Genius 3. In the past, he had always used the Drive Genius 3 Boot DVD to boot his other Mac computers and run the tools that required his internal drive to be unmounted. Since he was not able to use the boot DVD anymore (his MacBook Air has no CD/DVD drive) he contacted us seeking an alternative solution.

I worked with him to install Mac OS X Lion onto a 16 GB USB thumb drive and then install Drive Genius 3 onto it afterwards to create his Lion Start Up disk. Once it was complete he was very happy because now he is able to boot from his USB thumb drive to use Drive Genius 3 tools as well as other applications. This was a great option for him because it is a much faster and a more flexible method compared to the Boot DVD.

Cloning A Drive With Drive Genius 3

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I spoke with a customer who was trying to clone a used volume on his Mac to another external hard drive and was not able to start the clone process. I asked him what the size of the volume is and it showed in Duplicate to be the same size but the target volume was not able to be selected for this process. I explained to the customer that Drive Genius 3 when doing a volume clone both volumes have to be exact same size or the Target volume could be larger. We checked the size of the 2 volumes in Drive Genius 3 info section and found out the destination volume was in fact smaller by 200mb. I worked with him using Repartition in Drive Genius 3 to make the destination drive larger in size by resizing the preceding volume and then adding it to the destination volume. He was happy for the help because this is a easy tool to use but you still have to take some precautions in setting up the volumes and resizing.

Allocating continuous free space to repartition your Mac hard drive

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Drive Genius 3’s Repartition is an easy to use tool that allows you to resize and manage partitions on your Mac hard drives without having to erase the entire drive or lose data already on the drive. Today I helped a customer that wanted to shrink one of his partitions using Drive Genius 3 so that he could add another partition. When he went to resize the partition in Drive Genius 3 he received an error that there was not enough contiguous free space and was asked to Defrag the partition first.

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