Frequently Asked Questions

Below are common questions that we receive from customers. If you have a specific question, please call or email us and we will be happy to answer.

Can I configure the backup jobs after installation?
What happens if I use more space than I paid for?
What is the BitBackup Method?
How do I recover a client / files?

Q: Can I configure the backup jobs after installation?
A: Yes. You can change both the backup job frequency and the file selection at anytime. You can have multiple backup jobs that run daily or weekly (which we recommend) or on demand.

Q: What happens if I use more space than I paid for?
A: Don't worry, we will not throw away the extra data. You will be moved into the next storage category the next billing cycle. You will receive an email notification alerting you to the storage status.

Q: What is the BitBackup method and why should I use BitBackups?
A: Great question, and we have a provide a full discussion of the topic here. The BitBackup method is excellent for databases and accounting files.

Q: How do I restore a client / files?
A: IMPORTANT: (What Not To Do) - In most cases you should not reinstall a fresh client, Select New Registration - and register with the same Username and Password, then proceed to run a backup or Synchronize the catalog. If you do this and are not 100% sure of the encryption method and encryption key for the original Client installation, you WILL lose data by over-writing the encryption key. In this case, RBS cannot recover the data.

If you know the original encryption method and encryption key, you can follow procedure 2 or 3 below.

There are 2 ways you can do the Disaster Recovery Operation:

1) Using the Encryption Key Disk/File: (This is the very best way.)

First install a fresh client on the new system. When prompted for 'New Registration' or 'Disaster Recovery' - Select Disaster Recovery. The client will prompt you for the Key Disk, if you have the Key disk or key file with you - answer Yes, and the client will ask you for the location of the Key Disk or File. After reading the file, it will contact the server and restore the latest catalog file from the server. Upon successfully recovering the catalog, it will ask you to restart the client application. Restart the client, and you will be able to restore files from the Restore window.

2) Using a Printout of the encryption key info OR if you have the Encryption Key itself (Manual Disaster Recovery)

After installing the client software and selecting the Disaster Recovery Option: Answer 'No' when prompted for 'Do you have the Encryption Key Disk?' - the client will present you a new form, where in you can manually enter the Username, Password, Encryption method and Key information. After entering the detailes, the client will start the Disaster Recovery process and restore the latest catalog from the server. All files will be available for restore from the Restore window.

If you DO NOT have the Encryption Key Disk or File, and you do not know the Encryption Key, Contact Technical Support for help. There are a number of options for recovering data using a Key Recovery procedure (if you have turned ON Key Escrow) and other means, depending on the situation.