Connected Backup – Customer Support FAQs

If you are unsure of the procedures explained here, please talk with your department’s Connected Backup (formerly Iron Mountain) Technical Support or the ITS Response Center. For information on what Connected Backup is and/or how to order, please see our main document: Connected Backup – PC Backup Software. FAQs for administrators and technicians can be found at Technician FAQs.

FAQs

What is my Connected Backup Account Number?

Why do I get the warning: XX files were not backed up (check the log for more information)?

Which Operating Systems does Connected Backup support?

Can I setup Connected Backup on multiple computers?

How do I move or migrate my Connected Backup account from one computer to another?

How do I restore or retrieve a file?

Where is the Account Management website?

Where is the Connected Backup technician support center?

How long does it take to complete a backup?

If I delete a file from my computer, how long is it available to restore from Connected Backup?

Which files are backed up by Connected Backup Connected PC?

How much data can my Connected Backup account backup?

Is my data encrypted while it is being backed up?

Is my entire hard drive being sent over the network?

If I make changes to a backed up file, run a backup, can I restore the original version of the file?

Will my USB or external hard drives be backed up?

Is it possible to restore my entire computer (Heal)?

How do I get Connected Backup installed or re-installed on my computer?

If I move departments, can I keep my same Connected Backup account?

How do I cancel my Connected Backup account?

Can I back up my Windows Server to Connected Backup?

Why does Connected Backup crash my computer or give me a blue screen?

Can I get a copy of my Connected Backup data on CD/DVD?

When will my department be billed for Connected Backup?

Why are my backups failing?

What port does Connected Backup use?

Why do I get a login error when registering new accounts?

Is there a Business Associate Agreement (BAA) on file?


What is my Connected Backup Account Number?

Open the Connected Backup agent and choose Help and then About Connected Backup. Your account number will be listed at the bottom of that screen.

Why do I get the warning: XX files were not backed up (check the log for more information)?

The first step is identifying 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 temp 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 Connected Backup 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.

You may also choose 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 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.

Which Operating Systems does Connected Backup support?

Version 8.8.0.2 supports Windows XP thru Win 8 32/64 as well as all 10.9 and earlier versions of Apple OSX.

There is no plans for a Linux client at this time.

Can I setup Connected Backup on multiple computers?

Technically speaking, Yes. However, there is a monthly charge for each Connected Backup 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.

How do I move or migrate my Connected Backup account from one computer to another?

This scenario is covered in other FAQs on this document. First uninstall the software from your original computer. Second, visit the online Account Management site, login and download the “Reinstall Agent” and run it on your new computer.

How do I restore or retrieve a file?

There are two ways to retrieve files. First, you can open the Connected Backup 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 Account Management site and retrieve your file. Please note that you must use Internet Explorer and you will need to login with your Onyen and Password.

Where is the Account Management website?

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 when viewing this site. Please note that it’s much quicker to use your own computer and the Connected Backup 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.

Where is the Connected Backup technician support center?

The Connected Backup 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 or higher when viewing this site. Login with your Onyen and Onyen password. 

How long does it take to complete a backup?

On average, the first backup can take around 2 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.

If I delete a file from my computer, how long is it available to restore from Connected Backup?

See our Data Retention and Deletion document for a detailed answer.

Which files are backed up by Connected Backup?

By default we backup all known data 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 Connected Backup agent and then select Explore to pick files.  System and software files are not backed up.

How much data can my Connected Backup account backup?

We have a 20GB “guideline” from Autonomy (formerly 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 ITS Enterprise Storage Management group for assistance.

Is my data encrypted while it is being backed up?

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

Is my entire hard drive being sent over the network?

No, only data that is unique to your computer is being compressed and sent to Connected Backup. 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.

If I make changes to a backed up file, run a backup, can I restore the original version of the file?

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.

Will my USB or external hard drives be backed up?

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 Connected Backup. Open the Backup tab or option and see if that drive is listed.

Is it possible to restore my entire computer (Heal)?

You can only restore data files.  The Heal feature was removed from the software on 4/15/13.

How do I get Connected Backup installed or re-installed on my computer?

Customers can login to the Account Management site and download the software on their own. Simply login and choose the “Reinstall software” link.

If I move departments, can I keep my same Connected Backup account?

It is possible to migrate your account to your new department’s Connected Backup community. Please submit a Help Request to the UNC Connected Backup Admins for this service. You should also have prior authorization from your new department’s business manager before doing this.

How do I cancel my Connected Backup account?

You should contact your department’s IT Support group. If you have multiple accounts, be sure to mention the computer name where the account resides. A technician will login to the Support Center and change your Account Status to “Canceled”.

For personal licenses, after your yearly license expires, we will contact you regarding renewing the license. If you do not renew we will change the Status of your account to “Canceled”. 30 days after an account is Canceled, the data will be purged from the system and the account can no longer be used.

Can I back up my Windows Server to Connected Backup?

Unfortunately, our agreement with Connected Backup is for personal computers, not servers. Connected Backup offers a server backup solution, but it is typically very expensive. We recommend contacting our local Enterprise Backup group about their available solutions.

Why does Connected Backup crash my computer or give me a blue screen?

At this point, we have never seen Connected Backup break anyone’s computer. However, other computer problems can be “brought to the surface” as a result of using Connected Backup. 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 NTFS instead of FAT32. Other software can cause problems with Connected Backup 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.

Can I get a copy of my Connected Backup data on CD/DVD?

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.

When will my department be billed for Connected Backup?

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.

Why are my backups failing?

There are many reasons that a backup could fail. For example, if you don’t have network connectivity, enough free space on your hard drive, or viruses. It’s also a known issue that Connected Backup can not backup directories that have any files with asian characters in the file name or path. If Connected Backup sees one of these files during the backup process, it may crash. The only solution is to remove or rename those files or to exclude the directory from backup. Finally, file encryption software can also cause problems with Connected Backup. If you have software like this installed, try removing or disabling it to see if it solves your problem.

What port does Connected Backup use?

The software uses TCP port 16384.

Why do I get a login error when registering new accounts?

There is an intermittent bug that causes new account creations to “appear” to fail. When the customer visits the Registration URL and logs in with their Onyen/Password, the may receive the following error: “Logon Error Your logon has failed. Your session may have expired, your password may have changed, or may have become locked. If you are using a registration code, it is invalid.” This error is not an accurate representation of the problem, because in reality a new account was created. In order to resolve this problem, you must contact 962-Help or an Connected Backup technician for your department.

Is there a Business Associate Agreement (BAA) on file?

Yes, the University does have a BAA with Iron Mountain, actually in two parts – one to cover storage of hard files and another to cover electronic backups of hard drives.