initial backup never completes

initial backup never completes

I have a large domain and the initial backup never completes.  My smaller dmz domain completes without problems.  I've called support many times and they always say they are going to look at it and call me back.  I give them my number and email but they never give me a support case# or a name.  When I call back I have nothing to give support.  We are close to not buying just because of initial support and the product not working outside of a test domain.

domain has 120 domain controllers, 20,000 users and 2,000 OUs, etc.
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