Support: Technical Issues

Click on a question below to see the answer.

• What is In-File Delta and why would I use it?
  Rhinoback's In-file Delta technology allows for large files to be backed up daily or even more frequently by only transmitting the parts of the files that have changed to the Rhinoback secure storage system. Please see our documentation on Rhinoback's Infile Delta Technology for a detailed explanation of how it works.
  
• How does Rhinoback know if a file has changed, does it use the Archive property of the file?
  Rhinoback™ compares the timestamp of the file on your machine to timestamps stored on the server. The Archive flag is not used.
  
• I can no longer access my free account?
  Rhinoback periodically removes inactive free accounts. Please see our Free Account Removal Policy for details.
  
• Unable to change encryption key
  This is by design. Once your encryption key is set, files that are stored on the Rhinoback™ server are encrypted with your key. If you change your encryption key, then your files cannot be restored. If you want a new encryption key you can create a new backup set and specify a different encryption key for the new set.
  
• I have lost my encryption key, can you send it to me?
  No, your encryption key is never sent to our servers so we do not have it. The files that were backed up with your lost encryption key cannot be restored. You should create a new backup set with a new key and immediately backup your files.
  
• My backup is running twice every night.
  You have two backup schedules in your backup set. Select your backup set, then select, backup schedules and the backup schedule that you do not want.
  
• Can I backup two computers using a single Rhinoback account?
  Backing up mulitple computers with a single Rhinoback account is fully supported for Professional and Server accounts. Install the Rhinoback Onlne Backup Manager (OBM) software on each computer and create a separate backup set for each computer. You will be allowed to select files, schedules, and retention policies separately for each backup set. NOTE: Perssonal and Basic accounts use the Rhinoback Quick Backup Manager (QBM) which does not support backing up more than one computer with a single account.
  
• I tried to backup two computers with a single account and but when I change the selected files on one computer it affects both computers.
  Both computers are using the same backup set. Create a separate backup for each computer. IMPORTANT: you must be using a Professional or Server account to backup more than one computer with a single Rhinoback account. Personal and Basic accounts do not support backing up more than one computer with a single account.
  
• Why do I keep getting a "Scheduled backup missed" report.
  Turning your computer off at night will cause this. You can either leave your computer on at night so that the backup can run at the scheduled time, or you can change the schedule to a time when your computer will be turned on. Some computers are set to sleep after a period of inactivity. If your computer sleeps or hibernates Rhinoback will not be able to perform a backup.
  
• How can I tell Rhinoback not to backup certain files.
  Start the Rhinoback Online Backup manager on your computer. Select the setting icon (gear). Select the Select your Backup Set in the Rhinoback Manager, and then select Backup Filter. You can create filters to include or exclude files by name, partial name, or directory.
  
• How long does Rhinback keep my files on the backup server?
  Your files are retained for as long as you keep your Rhinoback account. Deleted files and older versions of files are retained for a period of time specified by your retention policy. Your retention policy can be found and modified in the Rhinoback Manager under your Backup Set. The following article may be of interest to you: Data Backup and Recovery: Backup Retention
  
• My backups are running about an hour earlier than I scheduled them.
  This is probably because your Rhinoback software doesn't know what timezone you are in. Open the Rhinoback Manager and select User Profile. Set the time zone your local timezone.
  
• What is the retention area?
  The retention area is space used to store older versions of files and files that you have deleted from your computer. Whenever a file is changed on your computer Rhinoback copies the new version to the online backup facility and moves the previously backed up version to the retention area. When you delete a file from your computer Rhinoback moves the backup copy to the retention area. Old files remain in the retention area according to the policy set in your backup set. By default old files remain in the retention area for 7 days. Files in the retention area can be restored by selecting an older version of a file when selecting files to be restored.
  
• How can I reduce the amount of storage used by my retention area?
  Setting the retention policy in your backup set to a lower number of days will cause files to be deleted from your retention area. The files that no longer meet your retention criteria are deleted every morning by a maintenance task on the server.
  
• How does Volume Shadow Copy work?
  Volume Shadow Copy technology is built into the Windows operating systems. It allows open files to backed up by creating a virtual copy of a file while it is being backed-up. The file can remain open and continue to be accessed by other programs while the backup is running. Once the shadow copy is created, subsequent updates to the file are not included in the backup, however, they are written to the original file as normal.
  
  For more information see: http://technet2.microsoft.com/WindowsServer/en/library/2b0d2457-b7d8-42c3-b6c9-59c145b7765f1033.mspx?mfr=true
  
• What are the advantages and disadvantages of backing up multiple computers using a single backup account?
  Advantages

  • You require less backup accounts
  • You can use one username and password to configure the backup setting for all Backup Sets

  Disadvantages

  • You must use different backup sets for different computers
  • Whenever a new backup set is created under the backup account, you need to go back to all computers using the same backup account to uncheck the “Run scheduled backup on this computer” option for the new backup set (Since backup setting is saved on server and new backup set is default to run on all computers, i.e. with the option checked).
  • Improper configuration could easily cause problems, which are difficult to debug.

  Note: You must have a Professional or Server Rhinoback account to backup multiple coputers with a signle Rhinoback account. Basic and Personal accounts cannot be used to backup more than one computer.
  
• Does Rhinoback have to stop the application when doing online backups?
  Rhinoback can backup application data while the application is still running. If you have a Rhinoback Professional or Server plan, then special agents are used to backup MS Exchange Server, MS SQL Server, Oracle, Lotus Notes and MySQL, which allows these applications to be backed up while they are online. With the Volume Shadow Copy feature, Rhinoback is able to backup other types of applications while they are online (in use).
  
• How do I disable “logout backup reminder”?
  To disable the “System Logout Backup Reminder”, please do the followings:
  
  1. Logon to the Rhinoback Online Backup Manager software on your computer
  2. Select the settings icon (gear).
  3. Select the backup set that you want to disable the Logout reminder from the left panel
  4. Select the [Extra Backup] node under the backup set node on the left panel
  5. Uncheck the [Enable System Logout Backup Reminder] checkbox under the “System Logout Backup Reminder (Windows)” section
  6. If you want to do this to all backup sets, please repeat the previous step for each backup set
  
  Press the [Save Setting] button from the toolbar