If you see this message on Genie Timeline’s Dashboard, please press the Windows + R keys on your keyboard in order to open the Run dialog → Type services.msc and hit Enter → Refer to Genie Timeline Service → Restart.

If the problem persists, please contact our support team and send us the debug logs by doing the following:

    1. Create a new text file at the root of your ( C:\) drive. If you cannot create it due to security reasons then create it in another location (Such as the Desktop) and copy/paste it to the root of the ( C:\)drive. Please make sure that the file extensions are not hidden. This article may help you.
    2. Rename the newly created text file to GenieTimeLine with the extension .log instead of .txt
    3. Press the Windows + R keys on your keyboard in order to open the Run dialog → Type services.msc and hit Enter → Refer to Genie Timeline Service → Restart.
    4. Wait till the message Backup engine failed to load appears again.
    5. You’ll find one or more new files at the root of your ( C:\) drive named GenieTimeLine(#), gather them and send them to the Support team.

APPLIES TO: Genie Timeline

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