DropsuiteNA - Backup Stuck in Preparing Backup status – Incident details

We have identified an issue that causes initial backups for a subset of users to be stuck in the Preparing Backup state for an extended period of time or not progress normally. Currently only users under a backup only plan are affected. Our dev team has identified the root cause for this issue and is planning a hotfix for 09/18 which will resolve the issue. Until resolved, customers may see delayed backup progress. Please reach out to Dropsuite support at support@dropsuite.com if you suspect you are affected.