Last Updated February 2008

User FAQ:

General Questions About Connected Backup

Q:  How long does it take to backup my computer?

A:  This depends on how much data you have on your computer.  Generally, your first backup can take anywhere from a half-hour to two hours.  Each time after that, the backup will take less than 10 minutes, if backed up on a regular basis.

Q: How long does Connected Backup retain files that I back up?

A: The global settings listed in Default Connected Backup Server Expiration Parameters have been applied to the Backup Data Center.

Q. I have a new computer. How do I get my data from my old computer?

A. Reinstall the account from the old computer onto the new computer. Then retrieve the files on the new computer. Do not use a heal unless the hardware is identical.

Q. I replaced my hard-drive; nothing else has changed. How do I get my system back?

A. See "What do I need to rebuild my machine?"

Q: The Connected Backup application on my PC is damaged or lost. How do I restore my Connected Backup service?

A: You need to re-install the Connected Backup software on your PC. Go to the Account Management website. You will need to enter your e-mail address (or account number) and your password. Then click on Reinstall Agent; click on Download Software; click on Begin Download; click on Save; and then after verifying the location for the download; click on Save. After the AgentSetup file is downloaded, run it to reinstall the agent.

Q: I backed up something I didn't intend to back up. How do I delete it?

A: You must deselect the file to be backed up using the Connected Backup client. Excluded files are deleted from the Data Center one day after the next backup. If you are concerned about the privacy of the material, please be assured that your data is securely encrypted.

Q. How do I keep my Connected Backup client up to date?

A. This occurs automatically when a new client is released.  It is installed at the Data Center and is automatically pushed out to the workstation during a regular backup.  The client automatically checks for updates every time it contacts the Data Center (every time it does a backup).  The client will pull and install any updates automatically.

Questions About Backup and Restore Processing

Q: I have a virus on my computer and don't know how long I've had it. How do I know my backups are clean?

A: You should run a virus check program immediately after restoring any files. Viruses cannot be transmitted from one user to another in the Backup Data Center since your data is never opened or executed and the process of encrypting and compressing the data before transmission renders any virus inactive.

Q: A backup/restore process got interrupted. What should I do?

A: Connected Backup will restart the backup automatically and will pick up from where it left off, rather than start all over again.

Q: Connected Backup can't connect to the Backup Data Center. What should I do?

A: Contact your department's system administrator.

Q: Connected Backup is in the middle of a backup/restore and I need to use my computer. What should I do?

A: If restoring a single file or performing a backup, you may use your workstation as you normally would. The worst that can happen is that your workstation slows down a little. However, you will be unable to use your workstation if you are performing an operating system or application repair/restore.

Q. What is the difference between a Retrieve and a Heal?

A. Retrieve is used to restore a few files from a specific backup date and time.  Heal allows the ENTIRE hard disk, including system state to be restored to a specific backup date and time.

Q. Does Connected Backup backup everything on the disk?

A. No.  For example, by default the "C:\temp" folder is ignored.  Any data in "C:\temp" will not be backed up and cannot be restored. You can also select specific folders or file types to ignore.

Q. What are the system wide default rules?

A. In the Connected Backup client, select Advanced Rules... on the Tools menu. The rules for selecting and excluding files to be backed up can be seen by selecting the Locked Rules, User-Created Rules, and Unlocked Rules tabs. The inclusion or exclusion of files by the Locked Rules cannot be overridden. The inclusion or exclusion of files by the Unlocked Rules can be overridden by creating a User-Created Rule which will take precedence over the Unlocked Rules.

Q. How do I Heal my computer?

A. Select Heal... on the Tools menu.

Q. How do I exclude folders or specific file types (e.g.: .mp3, .gif, .jpeg)?

A. Do the following:

1. In the Connected Backup client select Advanced Rules... on the Tools menu.

2. Then select the User-Created Rules tab and click on New.

3. On the category drop-down menu, select Exclusions.

4. Enter a name for the rule.

5. Enter the path to a Folder if you are excluding a specific file or folder.

6. Select whether sub-folders should be excluded as well.

7. Specify what is to be excluded:

   • If a file is to be excluded, enter the file name (without the extension).

   • If you want to exclude all files of a particular type, enter the extension in the File Types box.

   • To exclude all files in a folder, enter the folder path in the Folder box and * in the File name and File types boxes.

   E.g., to exclude all mp3 files, enter * in the Folder and File name boxes and mp3 in the File types box.

8. Click Save and the rule gets added to the User-Created Rules.

Files that are selected for inclusion or exclusion by the User-Created Rules will not have that selection changed by the Unlocked Rules. Likewise, files that are selected for inclusion or exclusion by the Drive Rules and Locked Rules will not have that selection changed by the User-Created Rules or Unlocked Rules.

Individual folders and files can also be excluded by deselecting them in the Backup Set window.

Q: Why can't Connected Backup back up files that are reported as being in use?

A: If a file is in use at the time that the agent runs, Connected Backup will periodically try to back it up at a later time  However, sometimes files get left open, preventing them from being backed up at any time. If a file needs to be backed up, you should contact your departmental system administrator to work out a solution for doing so. If these files do not need to be backed up because they are system related or temporary files, you can create a rule to exclude the file. (See "How do I exclude folders or specific file types?") If a particular file is a general problem, you should contact the Connected Backup Service Administrator so that adding them to the system-wide exclude list can be considered.

Q: I am getting a "data limit exceeded" message when trying to backup, using Connected Backup. Why?

A: The amount of data selected for backup has exceeded the configured size limit of the agent. In order to allow backups to continue, you should exclude some files from the Connected Backup backup or have your account moved to a tier with a larger limit.

Q: I have a large hard drive. How can I get it all backed up.

A: The basic Connected Backup tier (Tier 1) is limited to 40 gigabytes of data. Two additional tiers are available at additional costs: Tier 2 allows up to 100 gigabytes of data, and Tier 3 allows up to 200 gigabytes of data. You should contact your departmental administrator about having your account moved to a different tier if you need added capacity.

Questions About Restoring Files

Q. What do I need to rebuild my machine?

A. First, you will need to know your account number, or if you have set it, your e-mail address. You will also need to know the password for your account. This information is unique for every user. The departmental Connected Backup administrator will be able to provide your account number and to reset your password  through the Support Center if you do not know them.

Second, rebuild the operating system on the fixed machine. The network has to be set up with TCP/IP to access the datacenter. Then go to the account management website, click on Reinstall Agent, and download the software to install the agent. You will need to know your account number, or e-mail address if it has been specified for your account, and your password in order to log into the account management website.

Third, launch the Connected Backup client software and select the Heal... on the Tools menu. Use the Heal to return you to a known good date/time. Connected Backup will replace all files and ask to restart. Depending on the amount of data backed up, and age of the account, this may take minutes to hours. After the restart, the machine should be fully repaired. 

Q. During a Heal of my hard disk, there was a connection problem and I had to restart the machine.  When I restarted, Connected Backup indicated that it was finished but the Heal was incomplete.  How do I get a complete Heal to work?

A. The workaround is that you have to reinstall the OS, networking, and Connected Backup client. Then start the Heal wizard again. It most likely will return to the point where you were interrupted. If this happens, the Heal will be incomplete again and you will have to reinstall the OS, networking and Connected Backup client. The final Heal should start from scratch and recover the system.

Note:  This should only happen if Connected Backup falsely believes it is finished and asks the user to reboot, even though it reports < 100% restored. Under normal circumstances this should not happen. Complete rebuilds (Heals) should not be done over dial-up to minimize this. CD/DVD disks are available with account files for heal and retrieve usage.

Q. Why does nothing happen after a heal is interrupted and I restart it?

A. Connected Backup may not have recognized that the connection from your first session has been terminated. Until it recognizes that the connection has been closed, which may take up to two hours, it cannot continue with your new session. Once it recognizes that the first connection is gone, the new session should continue normally.

Q: I went to restore a file that I know I backed up, and it wasn't there. What's wrong?

A: By default, only the current version of each file is shown in the Retrieve Window. If the file was deleted from your workstation since you backed it up, and you ran at least one backup since then, it will not be displayed. Select As of Backup Date... or All from Show Versions drop-down menu to see more versions of the files.

Q: Can I restore an older version of a file without writing over the current version?

A: Yes, you can choose to restore into a different folder, or to have either the current version or the restored version automatically renamed.

Q: How do I restore files from one workstation onto a different workstation?

A: If you are moving to a new workstation, you can install the agent for the original workstation's account on the new workstation and do a heal or retrieve, as appropriate. You will need the password for the account. Do not use heal if the hardware is different.

Effective with version 8 of Connected Backup, sharing between accounts is not available.

Q: How do I request CDs/DVDs of my files?

A: Do the following:

1. Log onto the account management website using your account number or e-mail address and your password.

2. Select "Order CDs or DVDs" on the menu  on the left-hand side.

3. Verify the information that is displayed, making any necessary changes.

4. Click OK.

One or more DVDs containing your files will be sent to the address provided. (A CD may be used if a DVD is not necessary to contain the data.)

Note that there is a charge for this service based on the number of disks provided.

Q: Why can't I retrieve, or heal, files that were backed up before the v8.2 agent upgrade?

A: To retrieve files, you must select All in the Show Versions dialog box, otherwise only files backed up after the agent upgrade will be visible. Unfortunately, a heal is only available for backups done after the agent upgrade.

Q: What is the Account Management Website?

A: The Account Management Website can be used to view your backup and retrieve history, order optical disks containing your backed-up files,  download a copy of the Connected Backup agent for reinstallation, and edit your name, e-mail address, password, etc. for your account.

Q: How can I access the Account Management Website to my account?

A: It can be accessed via the web browser by clicking on the Account Management Website menu item in the menu on the left of this page, or via the Connected Backup agent, after the agent is installed, by selecting Manage Account Online for the Tools menu, or by right-clicking on the Connected Backup/PC Agent icon in the task bar and selecting Manage Account Online

Q: When I use the agent media disks I get the following message: "Please close the Agent and the agent service and try again... Press any key to continue...". Why?

A: Because of a bug, you have to remove the Connected Backup agent before using the agent media disks. Click here for instructions on how us to use the Connected Backup/PC Agent Media.

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