Connected Backup – Technician Support FAQs

These Frequently Asked Questions (FAQs) are written specifically for administrators and technicians of the Autonomy (formerly Iron Mountain) Connected Backup software. Both customers and technicians should refer to the Customer FAQs for additional information. If you have questions or problems, please contact the ITS Service Desk. For information on what Connected Backup is and/or how to order, please see our main document: Connected Backup – PC Backup Software.

When we setup new departments with Connected Backup, we send them a Welcome Letter, which outlines how to get started. See the related FAQ for information on how to have your technician account created.

This answer assumes your department is already setup with an Connected Backup community. If they are not setup, they must place an order and the initial creation is part of that workflow. If you do have a community already, then there are two ways to have a technician account created. First, you can simply contact the IT manager in your department, who should have a tech account already. They have the permission to create new technicians. They simply login to Support Center and choose the Technician option on the left. If you do not know who has an account in your department, simply contact the ITS Response Center and they can let you know.

Second, you can request an account be created by the ITS Service Desk. For security reasons, we must first verify that you do represent your department and that you should have access to this service. This process may take some time and may require a written letter from the head of your department.

Assuming your department has already ordered Connected Backup, then you may add additional Connected Backup accounts as needed and we will automatically bill you for them. Then login to Support Center, choose Configurations and then PC or Mac and select the proper Agent Installer for the customer. If there are no installers listed in Bold, then your department uses the global installer UNC PC(MAC) Config. If there are agents listed in Bold, then you must select the correct one. Each agent corresponds to a billing account. For example, you may see one labeled Chemistry and one labeled History. If the customer was in Arts and Sciences and in the History department, then the technician would choose History. After you select the Agent, you will see the Registration URL on the right. Visit that site and have the customer login with their Onyen and Onyen Password to register a new account. After the registration is complete, they can login to the Account Management site to download the software. Or, you may search for their last name or account number in Support Center to access their account. After you login to their newly created account, you will see an option for Reinstall Agent, which is the link for the software. Simply download and install the software.

Never ask for a customer’s login info!  If your technician account has the “Access User Data” permission, then you can perform tasks as the customer, without their Onyen login information. The only task that you cannot do is register their account. If you login to Support Center and search for any customer via their last name or account number, you will find their account. On the right hand side there should be a link to Access User’s Online Account. With this link you can access their installer and their files. While this is a security issue, all access is logged on the Connected Backup server. Most departmental admins already have access to customer information via Active Directory or similar tools as well. If a customer is concerned with unauthorized access, they should password protect individual documents. When installing the software or using the customer’s software, you may be prompted for the Onyen password. Technicians may choose the Advanced option, which will allow them to login with their own credentials to perform the task.

Yes, although their is a charge. If you wish to place this order, simply contact the ITS Response Center and make the request. Let us know which account needs to be copied to DVD and from which specific backup date. We will contact you with the cost and verify billing information before placing the order.

This is a question we get every year, typically during budget planning. The simplest way to obtain this data is to login to the Report Server (, which looks identical to Support Center. Choose “Report Templates” and select the “UNC Billing” report. Type in a name and choose the Run option on the right. You may need to wait 30 seconds or a few minutes, then click the plus sign next to Reports. Your new report will be available there. It will show you specifically who is using the software and which installer they are using.

A few notes about the Report Server. After you run a report, the data that it shows you is current as of the time you ran report. It will not automatically update as data changes. To see the most current results, simply re-run the report. Note that the Report Server is based on a copy of data from the Support Center, which is made nightly. So if you make a change to an account on the Support Center, it won’t show up on the Reports until the next day. The Report Server was setup to lessen the server impact on our main backup server.

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, they 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. As a technician, you can quickly solve this problem.

1. Login to Support Center and click the Search option on the top right.

2. Now click the Advanced Search option and set the “Search on:” field to “Logon ID.”

3. Finally, set the “Value:” field to the customer’s Onyen and click Search.

4. Now you should see their account(s) listed and most likely they will have some that have a blank “Account Name.” Click the Account Number to open the account. (Note: if they have multiple accounts that meet this description, simply choose one. Each time they click register it will create and additional account like this. We automatically purge these accounts when we see them and the department will not be charged for them.)

5. While viewing the specific account, click Status and then Contact Information. This will force the server to finish the creation process, by syncing the LDAP data with the account.

6. Now the account is complete and the customer can login to the Account Management site and download the software. Alternately, as a technician you can choose Status > Summary > Access User’s Online Account and download the file on their behalf.