SecureVault Online Backup Service FAQ

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1 SecureVault Online Backup Service FAQ C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

2 Table of Contents 1. General 4 Q1. Can I exchange the client type between SecureVault PC Backup Manager and SecureVault Server Backup Manager users? 4 Q2. What are differences in features between SecureVault Server Backup Manager and SecureVault PC Backup Manager? 4 2. SecureVault Server Backup Manager 6 Q3. How to change password on SecureVault Server Backup Manager? 6 Q4. Can I close SecureVault Server Backup Manager windows or system tray icon if I have scheduled a backup? 6 Q5. Can I backup an entire Microsoft Windows Operating System? 7 Q6. What is rough file size of System State Data? 7 Q7. Why can t I back up Microsoft Outlook data file (*.pst)? 8 Q8. What will happen if the quota exceed during the upload? 8 Q9. If the schedule is missed, is there any notification? 9 Q10. Can I have reports for the backup and restore? 9 Q11. What can I do if I forgot the encryption key when doing the restore? 9 Q12. Can I change my encrypting key? 9 Q13. Will Chinese character filename work? 9 Q14. If I m a notebook user and might not be connected to the Internet all the time; can I still use Online Backup Manager? 10 Q15. Why can t I back up the network drive? 10 Q16. Do I have to reset the Time zone if my notebook will go to another Time zone? 10 Q17. I have a large file that needs to be backed up but there are only few changes, do I have to upload the whole file again? 10 Q18. Can I restore the file to different Computer Operating System? 10 Q19. Can I connect the server via a proxy server? 11 Q20. Transfer Block Size is 128Kb by default. Is there a reason for this? 11 Q21. How can I backup a huge data set over the Internet? 11 Q22. What is the best way to restore a huge data set? 11 Q23. Does In-File Delta backup require a temporary working directory? 12 Q24. If the Use Login Password as Encrypting Key option was selected when creating the backup set. Why I cannot restore the backup data with my most current login password? 12 Q25. When select the backup option local hard drive to backup to external hard drive, it fails in the middle of the process, why? 12 Q26. Scheduled backup jobs are not running on my Windows machine, why? 12 Q27. How do I remove SecureVault Server Backup Manager completely from my Windows machine? 13 Q28. Error: Unable to load library. Please contact your system support. How can we resolve the problem as shown as in below screen in SecureVault Server Backup Manager? SecureVault PC Backup Manager 16 Q29. How to change password? 16 Q30. Can I close the SecureVault Server Backup Manager windows or system tray icon if I have scheduled a backup? 16 Q31. Why can t I back up Microsoft Outlook data files (*.pst)? 16 Q32. What will happen if the quota exceed during the upload? 16 Q33. If the schedule is missed, is there any notification? 17 Q34. Can I have reports for the backup and restore? 17 C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

3 Q35. What if I forgot the encryption key when doing the restore? 18 Q36. Can I change my encrypting key? 18 Q37. Will Chinese character filename work? 18 Q38. I m a notebook user and might not be connected to the Internet all the time; can I still use Online Backup Manager? 18 Q39. Why can t I back up the network drive? 19 Q40. Do I need to reset the Time zone if my notebook will go to another Time zone? 19 Q41. Can I restore the file to different OS? 19 Q42. Does SecureVault PC Backup Manager support Windows Vista? 19 Q43. Can I connect the server via a proxy server? 19 Q44. Is it possible to have SecureVault PC Backup Manager clients using a single backup account on multiple computers? 20 Q45. If we don t enable Restore file permissions for a restoration, what s going on for the file permissions after restoring? 20 C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

4 1. General Q1. Can I exchange the client type between SecureVault PC Backup Manager and SecureVault Server Backup Manager users? No, you can t. Q2. What are differences in features between SecureVault Server Backup Manager and SecureVault PC Backup Manager? SecureVault Server Backup Manager is the client-side software of SecureVault Online Backup Service. It offers a comprehensive set of features to safeguard data on servers and enterprise applications. So it can easily adapt to users from different industries with different IT platforms. SecureVault PC Backup Manager is another piece of client-side software of SecureVault Online Backup Service. It is designed for small businesses and home users. The software comes with simple and easy to use interfaces, users can easily backup or restore file with few simple steps. Key: = Available = Not available - Daily SecureVault Server Backup Manager SecureVault PC Backup Manager No. Of Backup Set Unlimited 1 Backup Schedule - Weekly - Monthly - Yearly - Multiple schedules Encryption Algorithm - Configurable by end-user - TwoFish - Triple DES - AES Add-On Module - Microsoft Exchange Server C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

5 - Mailbox Backup for Microsoft Exchange Server - Microsoft SQL Server - Lotus Domino / Notes - Oracle - MySQL - In-File Delta (simple) - In-File Delta (advanced) - Volume Shadow Copy Applicable O.S. Platform - Windows (all server / workstation editions) - 95 / 98 / ME / NT / 2000 / XP / 2003 / Vista - Redhat Linux or above - Mac OS X - v10.2 or above - NetWare or above - UNIX - Solaris, AIX, HP-UX, FreeBSD Retention Policy - Simple by days / jobs - Advanced by weeks, months, quarters and years Others - Run custom OS commands before / after a backup Job - Filter files by extensions (By days only) - Filter files / folders by any user defined patterns - Logout reminder - Offline backup reminder - Local copy C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

6 - Web restoration - No. Of languages supported - Advertising banner space 4 (English, Traditional Chinese, Simplified Chinese, Japanese) 4 (English, Traditional Chinese, Simplified Chinese, Japanese) - Progress bar during backup 2. SecureVault Server Backup Manager Q3. How to change password on SecureVault Server Backup Manager? After logging in to SecureVault Online Backup Service, User can select User Profile and press [Change] button next to Password as shown as below screen where we can change password. Q4. Can I close SecureVault Server Backup Manager windows or system tray icon if I have scheduled a backup? Yes. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

7 Q5. Can I backup an entire Microsoft Windows Operating System? SecureVault Server Backup Manager will not backup the entire hard disk image. However, you can still backup/restore the computer Microsoft Windows operating system by doing the followings: To backup all files including the operating system, please do this: 1. Create a File Backup Set in SecureVault Server Backup Manager. Also, include all files into this backup set. 2. Create a SystemState Backup Set in SecureVault Server Backup Manager To re-instate the computer including the operating system, please do this: 1. Re-install the operating system and applications 2. Restore the SystemState Backup Set to your machine Note: To restore the System State data on a domain controller, you must first start your computer in a special startup option called "Directory Services Restore Mode". To access "Directory Services Restore Mode", presses F8 during startup and selects it from the list of startup options. 3. Restore all backed up files to your machine The details of System State Backup, please refer to below Microsoft link: 1d9b466da mspx?mfr=true Q6. What is rough file size of System State Data? It depends on many factors such as the Windows configuration, number of applications have installed in Windows and the use of Windows. E.g. if the server is a certificate server, the System State will also contain the Certificate Services database. If the server is a domain controller, Active Directory and the SYSVOL directory are also contained in the System State data. Here is a rough figure give us the idea how large System State Files is. For example, a Microsoft Exchange Server 2007 installed in Windows Server 2003 x64 Enterprise Edition, the figure is: Windows System files + Applications = 6GB System State File = 0.95GB C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

8 Q7. Why can t I back up Microsoft Outlook data file (*.pst)? It is because you have disabled the Volume Shadow Copy function of SecureVault Server Backup Manager. So you should check if you enable this function or not. Please note that this function only works with Windows XP and Windows 2003 Server. Q8. What will happen if the quota exceed during the upload? Call the administrator to increase the quota and then re-run the backup job, only the file that is not on the server will be processed again. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

9 Q9. If the schedule is missed, is there any notification? If there is a scheduled job and the users want to shutdown the computer, there will be popup windows to notify the user when the user tries to shutdown. Q10. Can I have reports for the backup and restore? Yes, the report will be sent to the address specified in the SecureVault Server Backup Manager for the backup and restore report. Q11. What can I do if I forgot the encryption key when doing the restore? The encryption key could be retrieved via the SecureVault Server Backup Manager, choose the File backup set and click on Encryption, then, uncheck the box Mask Encryption Key Q12. Can I change my encrypting key? The encrypting key cannot be changed once you setup your Backup Set. This is necessary for the integrity of the Backup Set, making sure that backup data is only encrypted by one key. Otherwise, you will have problems remember two encrypting keys when you want to restore your files in the future. You need to recreate your Backup Set if you really want to change your encrypting key. Q13. Will Chinese character filename work? Yes C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

10 Q14. If I m a notebook user and might not be connected to the Internet all the time; can I still use Online Backup Manager? Yes, you can enable the off-line backup in the extra backup function. Once the notebook is connected to the Internet again, the backup data will synchronize with the server. Q15. Why can t I back up the network drive? If you can t back up files from a network drive, please check if you have included the valid Network Resources Authentication information for the backup set. That is, you have to make sure the correct domain name; user name and password are entered in the Backup Set of the SecureVault Server Backup Manager. This is required for scheduled backups that access any network resources. You can refer to the following screenshot: Q16. Do I have to reset the Time zone if my notebook will go to another Time zone? No Q17. I have a large file that needs to be backed up but there are only few changes, do I have to upload the whole file again? No, check out the in-file delta option and only the changes that have been made will be uploaded. Q18. Can I restore the file to different Computer Operating System? Yes. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

11 Q19. Can I connect the server via a proxy server? Yes, you can set up proxy server setting as shown as below screen. Q20. Transfer Block Size is 128Kb by default. Is there a reason for this? Backup data is transferred in blocks (instead of file by file) to minimize connection negotiation roundtrips. It is not the TCP/IP block size. This setting is optimal for the backup operation. Q21. How can I backup a huge data set over the Internet? If you have a lot of data (e.g. 300GB) to backup to the backup server, it would take a considerable amount of time to perform the first full backup over the Internet. You can try the following method: 1. Use the Seed Loading Utility to backup your backup set to a local hard disk (instead of directly transfer to the backup server) 2. Send the backup data, using a removable hard disk, to your backup service provider. 3. The administrator can then load all your backup files from your removable hard disk into your backup account. This could save you days (even weeks) of performing your first full backup. In addition, subsequent backups are incremental (only new or updated files will be uploaded to the server), the amount of data transfer should be relatively small. Please refer to the User s Guide for details on the Seed Loading Utility. Q22. What is the best way to restore a huge data set? You can copy the data of the particular backup set stored on SecureVault Backup Server to a removable media, e.g. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

12 external hard disk, and ship it to user. User can then use the Decrypt Files Tool in SecureVault Server Backup Manager to restore the backup data from the removable media to its original format. Q23. Does In-File Delta backup require a temporary working directory? SecureVault Server Backup Manager requires a temporary storage for the delta file before it gets sent to the server. For example: If you have a 10GB file that has already been backed up to the server and you have updated 10MB of this file. Then you need to have at least 10MB of free space in the temporary directory for the delta file. *Note: Certainly you do not need 10GB of free disk space. Also, if you want to backup 5 x 10GB files in the same situation. You will only need 10MB of free space (not 5 x 10MB), because each delta file will be automatically deleted right after it has been backed up. Q24. If the Use Login Password as Encrypting Key option was selected when creating the backup set. Why I cannot restore the backup data with my most current login password? By selecting the User Login Password as Encrypting Key option when creating a backup set, SecureVault Server Backup Manager will set your login password as the encrypting key for the backup set. Once set, even if you change your login password afterward, the encrypting key will remain as your original password. In other words, if you have changed your login password, you still need to use the original password to decrypt and restore the backup set. Currently, if the encrypting key is forgotten or lost, the backup set can never be restored. It is not possible to restore without the key. Q25. When select the backup option local hard drive to backup to external hard drive, it fails in the middle of the process, why? Please check if the external hard drive is in FAT32 volume format. And also check whether there is any folder containing more than files and there is no file bigger than 4GB within your backup set. It is a FAT32 limitation; you may try to convert the FAT32 volume to NTFS. Q26. Scheduled backup jobs are not running on my Windows machine, why? Please try the followings: 1. Check if [Control Panel] -> [Administrative Tools] -> [Services] -> [Online Backup Scheduler] is available and started 2. Check if C:\Program Files\ SecureVault Server Backup Manager\home.txt contains the home directory for your backup account (e.g. C:\Documents and Settings\Administrator\.obm) 3. Check if C:\Program Files\ SecureVault Server Backup Manager\jvm\bin\SchedulerOBM.exe exists C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

13 4. Check if C:\Program Files\ SecureVault Server Backup Manager\log\Scheduler\info.log contains the startup loading entry, e.g. i. [2005/12/12 12:42:44] OS Name=Windows XP ii. [2005/12/12 12:42:44] OS Version=5.1 iii. [2005/12/12 12:42:44] Scheduler Version= e iv. [2005/12/12 12:42:44] Java Vendor=Sun Microsystems Inc. Version=1.4.2_10 v. [2005/12/12 12:42:44] [info] Starting Scheduler, User:'backup-account', Home:'C:\Documents and Settings\Administrator\.obm' 5. Check if C:\Documents and Settings\Administrator\.obm\log\Scheduler\debug.log contains the debugging information for your scheduler If your system settings is not the same as the above steps, please download the latest version of SecureVault Server Backup Manager from our website and try again. Q27. How do I remove SecureVault Server Backup Manager completely from my Windows machine? If you want to completely remove SecureVault Server Backup Manager from Windows, after uninstalling the software from [Control Panel] -> [Add or Remove Programs], please do the followings: Ensure that the SecureVault Server Backup Manager installation directory is deleted (sometimes not removed when Windows somehow holds some of the files) Remove the C:\Documents and Settings\administrator\.obm\ folder (intentionally left undeleted, as important information of the user and backup sets, such as the encryption keys, are stored here) C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

14 Q28. Error: Unable to load library. Please contact your system support. How can we resolve the problem as shown as in below screen in SecureVault Server Backup Manager? 1. Download SecureVault Server Backup Manager v or above from our website Important: You must use SecureVault Server Backup Manager java bit version (e.g. obm-win-jvm16x32.exe) 2. Install SecureVault Server Backup Manager on the exchange server. 3. Copy ESEBCLI2.DLL from Exchange Server 2003 CD to [OBM_HOME]\bin (e.g. C:\Program Files\SecureVault Server Backup Manager\bin). ESEBCLI2.DLL can be found in x:\setup\i386\exchange\bin where x: is the CD- ROM/DVD-ROM drive. 4. Download Microsoft Exchange Server MAPI Client and Collaboration Data Objects (ExchangeMAPICdo.exe) from 5. Install Microsoft Exchange Server MAPI Client and Collaboration Data Objects on the exchange server Remarks: 1. Since Exchange MAPI only has 32-bit version and it is impossible to run both 32-bit and C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

15 64-bit modules in one single process. You need to use 32-bit SecureVault Server Backup Manager together with 32-bit MAPI and 32-bit ESEBCLI2.DLL to backup exchange server The steps above are only required if you want to do both "information store backup" and "brick-level backup" of Exchange C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

16 3. SecureVault PC Backup Manager Q29. How to change password? We can change password by using client application SecureVault PC Backup Manager. Below are steps: 1. Login to SecureVault PC Backup Manager 2. Click [User Profile] icon one the right-bottom of the screen 3. Press [Change] and fill in information 4. Press [Save] to commit Q30. Can I close the SecureVault Server Backup Manager windows or system tray icon if I have scheduled a backup? Yes Q31. Why can t I back up Microsoft Outlook data files (*.pst)? Please check if you enable the Volume Shadow Copy function in SecureVault Backup Manager or not. This option only works with Windows XP and Windows 2003 Server. Q32. What will happen if the quota exceed during the upload? Call the administrator to increase the quota and then re-run the backup job, only the file that is not on the server will be processed again. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

17 Q33. If the schedule is missed, is there any notification? If there is a scheduled job but user wants to shutdown the computer, there will be popup windows to notify the user when the user tries to shutdown. Q34. Can I have reports for the backup and restore? Yes, the backup and restore report will be sent to the address specified in SecureVault PC Backup Manager. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

18 Q35. What if I forgot the encryption key when doing the restore? The encryption key could be retrieved via SecureVault PC Backup Manager. Below are steps: 1. Login to SecureVault PC Backup Manager, click [Backup Setting] icon ( ) 2. Uncheck the box Mask Encryption Key Q36. Can I change my encrypting key? The encrypting key cannot be changed once you setup your Backup Set. This is necessary for the integrity of the Backup Set, making sure that backup data is only encrypted by one key. Otherwise, you will have problems remember two encrypting keys when you want to restore your files in the future. You need to recreate your Backup Set if you really want to change your encrypting key. Q37. Will Chinese character filename work? Yes Q38. I m a notebook user and might not be connected to the Internet all the time; can I still use Online Backup Manager? Yes, you can enable the off-line backup in the extra backup function. Once the notebook is connected to the Internet again, the backup data will synchronize with the server. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

19 Q39. Why can t I back up the network drive? If you can t back up files from a network drive, please check if you have included the valid Network Resources Authentication information for the backup set. That is, you have to make sure the correct domain name; user name and password are entered in the Backup Set of the SecureVault PC Backup Manager. This is required for scheduled backups that access any network resources. You can refer to the following screenshot: Q40. Do I need to reset the Time zone if my notebook will go to another Time zone? No Q41. Can I restore the file to different OS? No, it supports Windows95/98/ME/NT/2000/XP/2003 only. Q42. Does SecureVault PC Backup Manager support Windows Vista? Yes. Q43. Can I connect the server via a proxy server? Yes, you can set up proxy server setting as shown as below screen. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

20 Q44. Is it possible to have SecureVault PC Backup Manager clients using a single backup account on multiple computers? No for SecureVault PC Backup Manager. It's possible with SecureVault Server Backup Manager because it supports multiple backup sets with "run on this computer" options. SecureVault PC Backup Manager has one backup set, so if you installed same account on a second computer, each would impact the other. Q45. If we don t enable Restore file permissions for a restoration, what s going on for the file permissions after restoring? If you don't enable "Restore file permissions" for a restoration on SecureVault PC Backup Manager, then the restored files will follow the permission settings of the destination, rather than their original permissions. For example, without enabling the "Restore file permissions" option, you restore the files to a target folder "my folder with Full Control permission. The restored files will have Full Control permission, even though the original files had Read-only permission. C0110 SecureVault FAQ (EN) Rev. 19-Nov-2007

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