If you purchased a CCI machine and added Iron Mountain as an accessory, then you should have been contacted via email with instructions on how to start using the software. For more specific details, see our FAQ [ http://help.unc.edu/?id=6316 ] How do I register my Iron Mountain account that I ordered with my CCI computer?

(Version 7.x): Open the Iron Mountain agent and your Account Number will be listed on the Home screen:

(Version 8.x): Open the Iron Mountain agent and choose Help and then About Connected Backup . Your account number will be listed at the bottom of that screen.

If you no longer have access to the agent, you will need to contact your department's IT Support or contact the [ https://www.unc.edu/ar-bin/websub/index.pl?page=main&def1=Iron%20Mountain%20Support ] ITS Response Center .

Open the agent and select Options --> Security --> View Encryption Key. If you no longer have access to the agent, you will need to contact your department's IT Support group or visit the [ http://help.unc.edu/?id=2083 ] ITS Response Center in-person with a photo ID.

(Version 7.x): By default, no passwords are set on your Iron Mountain account. If you are prompted for a password, try clicking Next or Submit to advance to the next screen. If that fails, then you will need to have it reset. In the client go to Options --> Security and choose either Set Account Password or Change Account Password. If you have forgotten your password or you do not have access to the Agent, you will need to have it reset by your department's IT Support or visit the [ http://help.unc.edu/?id=2083 ] ITS Response Center in-person with a photo ID..

(Version 8.x): Your password is typically your Onyen password. You can change it by visiting [ https://onyen.unc.edu ] onyen.unc.edu. If you've had it reset already and it still doesn't work, you may need to uninstall/reinstall the software so that the password on your computer will be synched with the one on the server.

This issue is much more prevalant in version 7.x of the software. So, one simple solution is to have your department upgrade to version 8.x.

Now, the first step is indentifying which files are not being backed up. Choose the Log tab, open the most recent entry and scroll to the very bottom of the file. Here you will see the list of files that were not backed up. Typically most of them are temporary or cache files that do not need to be backed up. Based on the directory path, you may be able to tell what software the files are connected to. We automatically exclude many common temp files for all customers. In the meantime you can try closing the software associated with the files and then run another backup.

The Iron Mountain software will attempt to take snap-shots of these files at random intervals so that it can back them up. If you watch the program for about a week, you will see File snapshot. show up in the Log.

The third solution is to exclude these files from backup on your computer by selecting the items under the Backup View tab or by going to Options --> Advanced Backup Rules and excluding these files or directories. We highly recommend that you consult your department's IT Support or the [ https://www.unc.edu/ar-bin/websub/index.pl?page=main&def1=Iron%20Mountain%20Support ] ITS Response Center for assistance with this procedure. If you stop backing up the wrong files/directories, you will not be able to restore those files or possibly complete a succesful Heal of your entire harddrive.

Version 8.x of the IM client supports Vista on 32-bit machines. There is no support for operating systems in 64-bit environments. We are working with technicians now to migrate departmental customers to the new version. If your department is interested, please see our [ http://help.unc.edu/?id=6490 ] Migration document. We beta tested a Mac client and the unofficial release date is third quarter of 2008. The moment it is available we will announce it to the support community. There is no plans for a Linux client at this time.

We are licensed for a feature called "Email Optimizer", which is designed to backup your local Outlook mail files. If your mail is stored on the UNC or departmental server, then there is no need to use this feature. However, if you do choose to use it, then you must configure your account so that it has permission to access these folders. This configuration can be found from within the Connected PC software options at the top. This feature is supported for Outlook 2007 for customers using the 8.x version of the Iron Mountain software.

Technically speaking, Yes. However, there is a monthly charge for each Iron Mountain account that is registered. You should have prior approval from your department's business office before installing this software agent on any computer. If the budget is not an issue and you wish to install the software on additional computers, you can do so and we will automatically bill your department's FRS Account Number for the additional accounts on the next billing cycle. You may only install and use one account on one computer at a time. If you install the same account on a 2nd computer, it will disable the previous account.

(Version 7.x): This scenario is covered in other FAQs on this document. First, you will need to use your original computer to obtain your [ http://help.unc.edu/?id=5663#d0e16 ] account # and [ http://help.unc.edu/?id=5663#d0e30 ] encryption key. Next [ http://help.unc.edu/?id=5663#d0e383 ] uninstall the software from your original computer. Finally, [ http://help.unc.edu/?id=5663#d0e273 ] install the software on your new computer using your current account information. Do not create a new account or your department will be charged for 2 accounts.

(Version 8.x): This scenario is covered in other FAQs on this document. First [ http://help.unc.edu/?id=5663#d0e383 ] uninstall the software from your original computer. Second, visit the online [ http://software.unc.edu/IM/manage ] Account Management site, login and download the "Reinstall Agent" and run it on your new computer.

There are two ways to retrieve files. First, you can open the Iron Mountain program on your computer, choose the Retrieve View tab, select the file and then Retrieve . Second, if you are not at your computer, you can visit the [ https://software.unc.edu/IM/manage ] Account Management site and retrieve your file. Please note that you must use Internet Explorer 6.0 and you will need to login with the following:

If you have multiple accounts with the same email address, you will be forced to use your account number. If you have a set a password, then you must use it instead of the Encryption key.

The website ( http://software.unc.edu/IM/manage) is used for restoring files from a remote computer and for managing your account. It's highly recommended that you use Internet Explorer 6.0 when viewing this site. Please note that it's much quicker to use your own computer and the Iron Mountain client to restore files, but this service is very useful if you are away from your computer.

Version 8.x customers can also download their software installer from here as well.

The Iron Mountain Technician Support Center is located at http://software.unc.edu/IM/tech) and is only available to UNC IT support personnel. It's highly recommended that you use Internet Explorer 6.0 or higher when viewing this site. The login name is typically your Onyen. If your department has an LDAP based community, then your password is the same as your Onyen password. Otherwise, it is unique to Iron Mountain and is not synced with UNC's Onyen system. The community field can be left blank, unless you are a technician in more than one account. As we are migrating departments from a non-LDAP based system to the LDAP based system, they may have two communities. Typically the naming convention is "Department" for the original one and "Department (ldap)" for the new one. If you have any questions, contact the ITS Response Center and they can give you more specifics.

On average, the first backup can take around 3 hours using the UNC Campus network, depending on how much unique data resides on your computer. We highly recommend you do your first backup while you are on campus and connected to the wired network. Subsequent backups will take an average of 1-5 minutes and should not interfere with regular computer operations.

You must first be in the Backup View tab before that option is available. If you still do not have the option, you should contact your department's IT Support or the [ https://www.unc.edu/ar-bin/websub/index.pl?page=main&def1=Iron%20Mountain%20Support ] ITS Response Center as they may have disabled this feature.

See our [ http://help.unc.edu/?id=6489 ] Data Retention and Deletion document for a detailed answer.

By default we backup all file types with the exception of known temporary or cache files. You can see which files are being backed up by choosing the Backup View tab in the Iron Mountain agent and then select Explore to pick files. . Each departmental IT group can customize their department's agent to restrict other files, so you should check with them if you are concerned certain files are not being backed up.

We have a 20GB guideline from Iron Mountain. Most customers use an average of 4GBs of unique data. Thanks to their "Send-once" technology, only files that are unique to your computer are counted in this limit.

Customers who have large amounts of data, much higher than 50GB, that changes often, may want to pursue other backup strategies. Contact the [ https://its.unc.edu/esm ] ITS Enterprise Storage Management group for assistance.

Open the Iron Mountain agent and on the Home tab you will see the amount of unique data files that are being backed up.

Yes, all data is compressed and encrypted by the Iron Mountain software, then transmitted to their server where it is securely stored.

No, only data that is unique to your computer is being compressed and sent to Iron Mountain. They use a technology called "Send-Once" which catalogs your hard drive and compares it to data that is already on the server. Files that are already stored remotely will not be sent again.

Yes, as long as you have not made 10 backups in the meantime. We keep up to 10 versions of the same file on the server for up to 90 days.

Yes and No. It depends on how Windows recognizes your device. The best way to determine this is to attache the USB hard drive or device and then run Iron Mountain. Open the Backup tab or option and see if that drive is listed.

In order to restore your entire computer back to a previous state, which will include all software, customizations, system registry and can even include all of your data files. This process is very dangerous because it will undo any changes since the restore date that you choose. As a result, the Heal feature is hidden from customers and many times it is even password protected. The service can be activated by typing Ctrl-W for the Heal Wizard or Ctrl-A for an Advanced Heal. Customers should contact their departmental support before continuing with this option.

See the Iron Mountain Heal Best Practices for software [ http://software.unc.edu/IM/heal_best_practices_7.pdf ] Version 7.x or [ http://software.unc.edu/IM/heal_best_practices_8.pdf ] 8.x, as well in order to understand the step-by-step procedure and common issues.

(Version 7.x): If you are reinstalling, be sure that you write down your account # and encryption key before uninstalling the software. You should contact your departmental Iron Mountain technical support to have the agent installed.

(Version 8.x): Customers can login to the [ http://software.unc.edu/IM/manage ] Account Management site and download the software on their own. Simply login and choose the "Reinstall software" link.

Open your Control Panel and choose Add/Remove Programs. Depending on the version of your agent the software may be listed under different names. Select either Connected DataProtector , Iron Mountain or PC Electronic Vaulting . Now press the Change/Remove button.

Depending on your situation, you should follow one of these FAQs: [ http://help.unc.edu/?id=5663#d0e320 ] How do I cancel my Iron Mountain account? or [ http://help.unc.edu/?id=5663#d0e273 ] How do I get Iron Mountain Connected PC installed or re-installed on a computer? .

It is possible to migrate your account to your new department's Iron Mountain community. Please submit a [ https://www.unc.edu/ar-bin/websub/index.pl?page=main&def1=Iron%20Mountain%20Support ] Help Request to the UNC Iron Mountain Admins for this service. You should also have prior authorization from your new department's business manager before doing this.

(Version 7.x): You should contact your department's IT Support group or visit the [ http://help.unc.edu/?id=2083 ] ITS Response Center in-person with a photo ID. If you have multiple accounts, be sure to mention the Windows computer name where the account resides. A technician will login to the Support Center and change your Account Status to "On Hold" or "Canceled".

For personal licenses, after your year license expires, we will contact you regarding renewing the license. If you do not renew we will place your account "On Hold" and then in 30 days change it to "Canceled".

Unfortunately, our agreement with Iron Mountain is for personal computers, not servers. Iron Mountain offers a server backup solution, but it is typically very expensive. We recommend contacting our local [ http://its.unc.edu/esm/ ] Enterprise Backup group about their Tivoli solution.

When the Iron Mountain software is download from the Support Center by a technician, the data server IP addresses are hard coded into the software. Over the summer of 2006, Iron Mountain upgraded their servers and changed IPs. As a result, any installer that was downloaded before August 2006 must be downloaded again in order to successfully install it on a computer. If the computer already has Iron Mountain, then you should uninstall any old copies and delete any "Iron Mountain" or "Connected" folders from your Program Files directory before reinstalling.

Note: Technicans must download the installer from Legacy PC Configurations as we are not ready to support the new 8.0 clients. If you aren't sure about your installer, simply right-click the file and check the Create Date. If it's before 08/01/06, you should delete it and ask your technician to give you a new copy. Current customers who already have Iron Mountain installed were upgraded automatically and do not need to do anything.

At this point, we have never seen Iron Mountain break anyone's computer. However, other computer problems can be "brought to the surface" as a result of using Iron Mountain. A virus infected file may cause IM problems due to conflicts with your virus protection software. A physically bad hard drive may result in IM related problems as it scans the entire HD for data changes. For the software to function at its highest potential, your HD should be formatted with [ http://help.unc.edu/?id=6144 ] NTFS instead of FAT32. Other software can cause problems with Iron Mountain and the only way to isolate the source is to turn off all applications, run a complete backup, then slowly turn on other apps as you complete additional backups. For more details and support on these issues, contact the ITS Response Center.

Yes. If you have a departmental account, you must contact them to place the order. If you have a personal account, you will need to contact 962-HELP. There is a charge for this service. ~$25/disc plus shipping and handling. This service is a good idea for people who may be leaving UNC and want a final backup of their computer. It's also needed if you want to do a file retrieve or Heal without a network connection.

Departmental orders are manually billed to the FRS Account provided by the department upon ordering. After the department is setup, we will send a request to the ITS Telecom group to bill the department for the remainder of the current fiscal year. The department will see a line item on their Telecom bill for the charge. In the following years, you will be billed after the start of the fiscal year for the licenses. We audit the departmental usage around May for any changes.

This is a known issue/bug and can be resolved by [ http://help.unc.edu/?id=5663#d0e383 ] uninstalling and then [ http://help.unc.edu/?id=5663#d0e371 ] reinstalling the software.