Backup software packages come and go so it is hard to keep up with them.
Check her backup settings. And try backing up just a few files, and then make sure you can access them on the external drive.
I mysel just use a big ass usb drive and just drag and drop the files I want to backup, thay way there is no file reformating or compression going on and the files on the external drive can be opened by any computer anywhere without any special software.
I guess it depends upon what and how much you are backing up. I only keep copies of data files, as the software and applications can always be reloaded in the event of a hard drive failure.