[NR-backblaze]

Hello everyone. Natasha from Backblaze here. I wanted to offer some insight into what happened with backing up cloud-synced folders. You are correct that we recently updated how Backblaze Computer Backup handles cloud-synced folders. This decision was driven by a consistent set of technical issues we were seeing at scale, most of them driven by updates created by third-party sync tools, including unreliable backups and incomplete restores when backing up files managed by third-party sync providers.

To give a bit more context on the “why”: these cloud storage providers now rely heavily on OS-level frameworks to manage sync state. On Windows, for example, files are often represented as reparse points via the Cloud Files API. While they can appear local, they are still system-managed placeholders, which makes it difficult to reliably back them up as standard on-disk files.

Moreover, we built our product in a way to not backup reparse points for two reasons:

We wanted the backup client to be light on the system and only back up needed user-generated files.

We wanted the service to be unlimited, so following reparse points would lead to us backing up tons of data in the cloud

We’ve made targeted investments where we can, for example, adding support for iCloud Drive by working within Apple’s model and supporting Google Drive, but extending that same level of support to third-party providers like Dropbox or OneDrive is more complex and not included in the current version.

We are currently exploring building an add-on that either follows reparse points or backs up the tagged data in another way.

We also hear you clearly on the communication gap. Both the sync providers and Backblaze should have been more proactive in notifying customers about a change with this level of impact. Please feel free to reach out to me directly if you have any questions.

[tmault]

Hey Natasha, thanks for coming here. Out of interest I thought I'd see if the fact that cloud services are not backed up was highlighted on the product page so it was clear to new customers https://www.backblaze.com/cloud-backup/personal ... it's not mentioned anywhere.

So I think you're setting up new customers with the same expectations I had after 14 years of service.

Support just told me 'Backblaze not backing up files stored by OneDrive is not a change in policy. It is the enforcement of policy that has existed since the inception of the Computer Backup service.'

It may be right, but it makes me feel like I have been buying a different product from you than I thought over the last 14 years & disintegrated trust in milliseconds...