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Frequently Asked Questions

 
 
 
 

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Frequently Asked Questions

Question: What operating systems will Datashield Backup Professional and Datashield Backup Basic Edition support?

Answer: Datashield Backup Professional can run on the following operating systems: Windows 95, 98, 2000, XP, Vista. Windows NT, Windows Server (any version).

RedHat Linux, Solaris, HP-UX, AIX. MacOS X and above.

Datashield Backup Basic Edition is designed for Windows-based systems only: Windows 95, 98, 2000, XP, Vista. Windows NT, Windows Server (any version).

 

Question: Explain how the encryption works and how Datashield Backup Professional and Backup Lite are secure and safe.

Answer: Security for Datashield Backup Professional services is achieved by encrypting files. Files are encrypted twice, for security: Before they are transmitted to the Internet, the files to be backed up are encrypted locally on your computer's hard drive. This is done using your encryption key. Unless you specify otherwise when creating your Datashield Backup Professional/Backup Lite account, your encryption key is your password. They are encrypted using on-the-fly encryption (over SSL/TLS) while being transferred to the Datashield Backup Professional systems over the Internet.It is critical that you remember your initial encryption key. You cannot restore files without it. It is critical that this encryption key is kept in a safe place (not your computer) in case you need to restore your files. Datashield Backup does not store your encryption key anywhere. Datashield Backup does not have the capability of accessing your files once encrypted. Therefore, it is critical that the encryption key is remembered and kept safe. Datashield Backup uses multiple technologies to backup all customer data in its secure data center. Datashield Backup's data center it monitored by at least 2 security staff 24 x 7. Multiple security mechanisms including photo ID access and keycard access, as well as fire suppression and 24 hour video monitoring make the facility extremely secure.


Question: What is my Datashield Backup Professional/Backup Lite encryption key or password?

Answer: Unless you specified otherwise when setting up your backup account, your encryption key is set to be your password. For security, Datashield Backup does not store your encryption key or password anywhere. For assistance, contact Datashield Support here.


Question: I am currently a trial user and want to sign-up to a permanent account

Answer: To move from a trial account to a permanent account, there are 2 methods:Contact Datashield Support by phone at: 604-992-8324 or by using the Datashield online support form at http://www.datashield.biz/support Please specify if you need more storage space. Your account will be converted into a permanent account immediately and you will be sent information on making payment by credit card or check. Go to the Datashield Backup Professional trial sign-up page, specify the services you want and your billing information, and when it asks Are you an Existing Datashield Backup Customer?, specify Yes. You will then be sent information on making payment by credit card or check.


Question: Installation, Operation and Security of Datashield Backup Professional

Answer: I would like more details regarding installing, and using your product, as well as security for Datashield Backup Professional. 1. Installation: It is completely based on a graphic user interface. Datashield Backup can also help you over the phone. The system can be set to retain data in accordance to S-OX or any customized regulatory standard. You can get a free trial at:

2. Operation: The system lets you set up a schedule. It is automated. For restores, you simply do point-in-time recovery with a graphic user interface. (You have a window with the file system as it was at that point in time. If your system crashes, just re-install the backup software for a recovery)

3. Security: All your data is encrypted on your end with AES encryption before it leaves your computer. Datashield Backup has no access at all to your data. You must remember your encryption key (or phrase) or else your data is lost, since we cannot decrypt it ourselves. Datashield Backup is trusted by financial institutions, government organizations and health companies, all with critical data. Datashield Backup's data center is guarded 24 x 7 by at least 2 security staff.

 

Question: Incremental or Differential Backups?

Answer: In terms of incremental/differential: For your entire backup, Datashield Backup Professional is more efficient that traditional tape and performs a combination of incremental and full. The current backup is kept and all data for older files is archived. File integrity is checked regularly so any files that become corrupted are replaced. (With tapes, things like tape loss, corruption, restoration speed, etc., are a big issue so you often have regular differential or full backups whereas with Datashield Backup you always have a full backup in one place.) However, it is relevant to Datashield Backup's SmartUpload technology, that only uploads the part of a large file that changes. For this, the changes in that file can be stored incrementally, differentially or in full (without any SmartUpload chunks).

We do recommend using a combination of incremental and differential Smart Upload, namely, incremental Smart Upload backup from Mon-Sat, differential Smart Upload on Fri, and full backup bi-monthly. In Depth: First an explaination of what a differential and incremental backup is in general, then an example for SmartUpload.

A differential backup will give you all of the changes since the last full backup.

An incremental backup will give you all of the changes since the last backup, either full or incremental.

Assume a full backup of a large JPEG file (say BIGFILE.JPG) is 100 MB and that you get 10 MB of changes or additions a day. For purposes of the explanation no compression is applied.

A) You do a full backup and then do a differential backup daily.

Full backup 100MB

Day 1 - 10MB differential backup

Day 2 - 20MB differential backup

Day 3 - 30MB differential backup

Day 4 - 40MB differential backup

Day 5 - 50MB differential backup

Day 6 - 60MB differential backup

B) You do a full backup and then do an incremental daily backup

Full backup 100MB

Day 1 - 10MB incremental backup

Day 2 - 10MB incremental backup

Day 3 - 10MB incremental backup

Day 4 - 10MB incremental backup

Day 5 - 10MB incremental backup

Day 6 - 10MB incremental backup

The main difference occurs when you need to perform a restore. Lets assume that you need to restore to the end of day 4.

A) Differential

Restore 100MB full Backup and the day 4 (40MB Differential backup)

B) Incremental

Restore 100MB full Backup

Restore Day 1 - 10MB incremental backup

Restore Day 2 - 10MB incremental backup

Restore Day 3 - 10MB incremental backup

Restore Day 4 - 10MB incremental backup

i.e. On a daily basis an incremental will be quicker than a differential, as it only backups up the changes since the last incremental. However you have to apply all of the backup files in order.


Question: What does "Restore file permissions" do?

Answer: When restoring, you have the option of restoring file permissions. This restores both the file and the security permissions for that file. If you are not an advanced user, it is recommended that you leave this option unchecked.


Question: What are the system requirements for Datashield Backup Professional?

Answer: 1.4 System Requirements Operating System: 1.Windows 95 / 98 / ME / NT / 2000 / XP / 2003 2.Linux kernel 2.2 or above ** (e.g. RedHat Linux 6.x or above, though the use of Linux kernel 2.6.9-34 or above is recommended) 3.Solaris 2.x or above 4.Mac OS X 10.2 or above 5.NetWare 5.1 or above (with Perl v5.8.4 or above) 6.All other operating systems that supports Java2 Runtime Environment 1.3.1 or above Memory: 128MB (minimum), 256MB (recommended) Disk Space: 100MB Network Protocol: TCP/IP (http/https) ** Standard C++ libraries for backwards compatibility compiler (compat-libstdc++-x.x-y.y.y.y.i386.rpm) must be installed if you are not using a Linux 2.2 kernel. These libraries are required to run all Java applications.


Question: How to backup the Windows registry and system state

Answer: Please follow the instructions below to backup Windows System State using Datashield Backup Professional: Open Datashield Backup Professional.Create a backup set From the Menu, Choose [Backup Set] -> [New] -> [System State Backup Set]


Question: Restoring MS-SQL Express Edition or MSDE

Answer: MSDE and MS-SQL Express do not come always with the recovery tools that MS-SQL Server full edition ship with. This often happens if you use MS-SQL databases but do not have a license to MS-SQL. You can use the osql utility (available from Microsoft Download under the [Microsoft SQL Server 2005 Command Line Query Utility] section) to restore the MS SQL database and bring it online. Following are some commands for your reference: (restore database + transaction logs) 1> restore database 002 from disk = 'D:\DATABASE_002.bak' with norecovery 2> restore database 002 from disk = 'D:\2007-05-20(21-35-00)_DIFFERENTIAL_002.bak' with recovery 3> go to http://www.microsoft.com/downloads/details.aspx?FamilyID=d09c1d60-a13c-4479-9b91-9e8b9d835cdc&DisplayLang=en


Question: For the Local Backup Option, Are Multiple Versions Kept?

Answer: To keep a quickly accessible version of your files, you may use the Local Backup option to backup files to a local disk as well as online. This will allow fast restores of large files. However, the local backup will only keep a copy of the most recent version of your files. It does not keep older versions.


Question: Using Local Backup to Keep an On-Site Version of Your Files

Answer: If you want to save an extra copy of backup data on your local hard disk (in addition to a copy of backup data stored on the backup server) to minimize file-restoring time and/or to provide an extra safety precaution, you can do the following: i. Open Datashield Backup Professional from the System Tray (see previous sections for details) ii. Setup your backup set (see previous sections for details) iii. Select [Local Copy] under your backup set from the left panel iv. Check the [Copy to Local Hard Disk] checkbox v. Enter a directory to where you want an extra copy of your backup files to be stored in the [Copy to] field provided (preferably a directory under another hard disk) vi. (Optional) Select the [Yes] radio button if you want to store your backup files in compressed form to conserve free space usage vii. An extra copy of backup will be saved in the [Copy to] directory when you run your backup job If you want to make local copy to a directory located on a NetWare server (or another computer is a windows workgroup) and you are getting Network drive is not accessible error message, please try adding the following command as a [Pre-backup command] net use \\SERVER\SHARE [PASSWORD] /USER:[DOMAIN | MACHINE_NAME]\[USERNAME] E.g. C:\> net use \\Netware\Data password /USER:peter C:\> net use \\WorkgroupComputer1\Data password /USER:WorkgroupComputer1\peter This will authenticate the current process with the NetWare server (or another computer is a windows workgroup). Backup will then be allowed to run correctly.


Question: How to restore "Local Copy" files

Answer: “Local Copy” files are stored in the [Copy to] directory (under [Local Copy] setting). To restore individual files: Go to the folder under to Local Copy settings. You will see a folder with ZIP files, each ZIP file cooresponding to the real file that was backed up. You can access that file and unzip it as you choose to restore it. To restore all your local backup files at once, please do the followings: i. Choose [Tools] -> [Unzip Local Copy] ii. Select the required [Backup Set] from the drop down list iii. Fill in the [Source Directory] (directory where “Local Copy” files are stored) and [Destination Directory] (directory to where you want “Local Copy” files to be restored) iv. Click [Start]



Question: Using One Backup Account for Multiple Computers

Answer: Please note: It is not recommended to use multiple computers with a single username. Only 2 computers can use a single username. The configurations become tedious because each computer must have its settings reloaded each time one computer makes a change to its account. Datashield Backup Professional allows you to backup up to 2 computers using a single backup account. To backup multiple computers, you need to create a different backup set to backup each individual computer and to configure the [Run scheduled backup on this computer] checkbox. (See screenshot below.) The computer that created the backup set will have its computer name associated with the backup set. The backup scheduler running on each computer will only run backup sets with the same computer name as itself. Thus, you just need to make sure that all your computer names using a single backup account are unique. To allow multiple computers to be backed up under a single backup account, you are required to do the following for each computer that has installed IQ Storage Backup under the same backup account: i. Logon to one of the computers that has Datashield Backup Professional installed under the same backup account. ii. Open Datashield Backup Professional and select a backup set that is not intended to run on this computer from the left panel. iii. Make sure that the [Run scheduled backup on this computer] checkbox on the right panel is not checked. iv. Repeat the previous step for the rest of the backup sets that are not intended to run on this computer. v. Repeat steps ii to iv for each computer that has Datashield Backup Professional installed under the same backup account.

IMPORTANT

If you create a new backup set or want to backup another computer using the same backup account at a later date (this implies that you need tocreate an additional backup set under this backup account for the new computer), please make sure to repeat the procedure above (i.e. uncheck the [Run scheduled backup on this computer] checkbox for the added backup set) for each computer.


Question: My backup did not complete. Will it resume if it is interrupted?

Answer: The backup will just continue where it left off at the next time the backup set is run, in the event that it gets interrupted/canceled. (It will, however, rescan for new changes.) Keep in mind that Windows Update will reboot a computer, and this will interrupt your daily backup. However, it will resume the backup on the next scheduled run. The files that were already backed up are safe on the Datashield Backup server.


Question: Will I damage my backups if I use my username elsewhere or if I log into another account with my username?

Answer: No, it would not harm your backups at all if you did do that. You can use a single Datashield Backup account on multiple computers. Search the knowledgebase for information on how to use multiple users with the same username and password.


Question: why does my backup not run on time?

Answer: Generally if a backup doesn't run on the proper time when the user set up a backup it is becuase the time zone within the backup software is wrong. To fix this open the backup client, click profile, and select the time zone. (GMT -8:00 PST)


Question: If I use one username/password on multiple computers, can I still schedule daily backups if some backup sets are not running or are deselected?

Answer: Yes, you can. Each backup set has its own schedule. So, by not running the backup set on that computer, it only doesn't run that backup set's schedule. Other backup sets on that computer run according to their schedule. It is not recommended to use one username on multiple computers.

 


Question: Where is my disk usage space and quota in Datashield Backup?

Answer: Each account's storage usage and quota is displayed on the bottom status page of Datashield Backup Professional and Basic.


Question: What Windows service does Datashield Backup run under? How do I change the logged in used for backups?

Answer: If Datashield Backup complains that it does not have access to some files or if you are backing up a network share that needs a username and password, you might need to run Datashield Backup Professional under a different username than Local System. Important: You can specify adifferent Windows username/password for each backup set, so you can have multiple backup sets running as different users. Click the backup set you wish to change the logged in service to run as. Click properties. You can then specify the username, password and domain.


Question: Access Denied Error for Datashield Backup Professional

Answer: If Datashield Backup complains that it does not have access to some files or if you are backing up, it may be because the Datashield Backup program needs to be logged in as a specific user on your computer. Datashield Backup runs as the LocalSystem account. This account may not have access to files that are encrypted with Windows encryption (EFS), network drives, or other files that it is denied access to.

Important: You can specify a different Windows username/password for each backup set, so you can have multiple backup sets running as different users.

To set up the Datashield Backup service to run as a specific user:Click the backup set. Click Properties.

For basic users: Leave the domain as it is, and enter the username and password you want Datashield Backup to log in as.

For advanced users: You may also specify the domain.

 

Question: Datashield Backup Professional for Linux/Unix: I've got a problem running the BackupManager script. I do not have X Windows installed, or choose not to use it.

Answer: BackupManager.sh is actually script for running Datashield Backup Professional on a GUI interface, if you simply want to run it via SSH command line without X11, you could use RunBackupSet.sh.


Question: Linux: I get a Java Xterm host error with DISPLAY variable.

Answer: Error: Can't connect to X11 windows server Resolution: Ensure you have the correct address for your xterm server. You will need to set the DISPLAY variable to the appropriate setting. The default for most Linux installations is: export DISPLAY=:0.0 This is if you are running the software on the local machine. If you are running it from a remote machine, you may need to specify the IP address of Xterm for that machine.


Question: Installing Datashield Backup Professional in Unix/Linux

Answer: Please request links to the Linux download from Datashield Backup support staff.Set the datashieldbackup_HOME environment variable # export datashieldbackup_HOME=/usr/local/datashieldbackup Expand the client software to $datashieldbackup_HOME# mkdir $datashieldbackup_HOME # tar –x –C $datashieldbackup_HOME -zvf datashieldbackup-linux.tar.gz Install Datashield Backup Professional# cd $datashieldbackup_HOME # cd bin # ./install.sh Start the Datashield Backup automatic update program:# /etc/init.d/obmaua start Start the Datashield Backup Professional scheduler# /etc/init.d/obmscheduler start Run Datashield Backup Professional# sh $datashieldbackup_HOME/bin/BackupManager.sh & Note: If you are accessing this computer remotely, you will need to change the DISPLAY variable to point to the Xterm server you wish to use: # export DISPLAY=IP_ADDRESS_OF_XTERMINAL[:0.0]

If you need to set it back to the default (for most Linux based systems): # export DISPLAY=:0.0


Question: A get a message: "Password is incorrect" but I'm certain it is correct.

Answer: Your username and password are both case sensitive. If your username is: john Then entering John or joHn will result in a Password is incorrect message.


Question: Advanced button doesn't work

Answer: When you click the Advanced button, there is a brief pause while the filesystem is read, especially if the computer has network drives. Hold the mouse button down for 5 seconds.


Question: Why does my backup take so long?

Answer: Please keep in mind that if this is your first backup, or if there were many changes to your files, your backup will take a long time. Internet upload speeds are far slower than disk, and upload speeds provided by your Internet service provider are typically much slower than your download speeds. (Typically they are 25% to 10% the speed of your download speed.) Keep in mind your backup will resume uploading the left over files next time it is run. You can specify to stop the upload at a specific time in the morning to avoid interference with daily work. This setting is under the scheduling settings of Datashield Backup Professional and Basic.


Question: Why am I getting Unusual Errors in Scheduling and Running / XML processing?

Answer: If you are encountering scheduling or unusual errors with your backup software, please try re-installing with the right version for your operating system. Are you sure you are using the correct version for your operating system? (Remember, there are different versions for 98 and Windows 2000/XP/Vista, also for 64-bit Vista.)

Go to the free trials section for the reinstallation links. If you just reinstall, then the old version is removed automatically with our system.


Question: Why do my backups stop abruptly with error?

Answer: The following is a cause for interrupted backups, or cause errors similar to the following:

File not Found File or directory not Found, (Error:-43) Error 2008/04/10 14:47 C:\Users\USERNAME\.blah\config\Profile.sys

When backing up your computer, the backup software will make temporary, encrypted copies of the files you are backing up as you upload them. These files are stored in a folder. If you are backing up this folder that stores the temporary files, then your backup will stop. This is to prevent backing up the backups. This is more typical if you are not using MS Volume Shadow Copy for example, on Mac computers. This is often the case if you are backing up the following folders: C:\Documents And Settings\[USERNAME] C:\Documents And Settings C:\Users\[USERNAME] C:\Users

Solution: Either CHANGE the folder of the temporary backups to a folder that isn't being backed up: ** For Backup Advanced, click Settings->Temporary Directory for Storing Backup Files ** For Backup Lite, click Backup Settings icon->Temporary Directory for Storing Backup Files -or- Add a Backup filter for that folder. Backup Advanced->Backup Filter->Add, then enter folder name, and check Exclude.


Question: Error: Cannot open Data fork name

Answer: The problem rarely occurs on a scheduled backup, since the scheduler has root access. Please check the logs to see if the backup was successful during an automated backup.

Cannot open Data fork name I/O error (ErrorCode:-36) or Cannot open Data fork name Unknown Error (ErrorCode:-5000)

...Indicates that Datashield Backup may not have sufficient permissions to access a file(s) in the backup source. For example, if the Mac is using the account user and Datashield Backup attempts to connect to a file owned by root, this would cause the issue. You need to verify the backup source for any files that is not own or accessible by the account in use.

If you have a large number of files under the backup source, you could try to find files that do not have read write access for the groups or other accounts, you could do so by typing the following command line in the terminal window.

find /{directory path}/ -perm 0700

This would list files under the specified folder and its sub folders of any files that only has read/write/execute permission for owner of the file. This would help narrow down which file is possible causing the issue so that either it can be excluded from the backup or the file permission checked.



Question: SQL: The statement BACKUP LOG is not allowed while the recovery model is SIMPLE

Answer: If you received this error message: [Microsoft][ODBC SQL Server Driver][SQL Server]The statement BACKUP LOG is not allowed while the recovery model is SIMPLE

You need to change the Recovery model to FULL. If you are using

Microsoft SQL Server 7.0/2000, please refer to the screenshots below. If you are using MSDE, please issue the following commands:

osql -E -S [Server Name] -Q ALTER DATABASE [Database Name] SET RECOVERY FULL

These will enable transaction logging option for your MSDE databases

and allow incremental/differential backups to be run with no problems. Screen 1: <img src="http://www.iqstorage.com/helpdeskimages/iqbackup_mssql_help01.jpg" /> Screen 2: <img src="http://www.iqstorage.com/helpdeskimages/iqbackup_mssql_help02.jpg" />

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