In the event that you encounter any problems, below are a few guidelines on what to check.

First of all check the following -

1. Internet connection to client is up.
   
2. IT Call.com Online Backup Storage Platform is up and running and visible from the Internet

General

Q1: Do I have to reboot after installing the backup software?
Q2: What is my User Name?

Q3: Should I leave my PC connected to the Internet to backup?

Q4: What does the refresh button do?
Q5: How do I know the size of the selected files?
Q6: What are filters?

Q7: How do I add a filter to the list?

Q8: Can I edit filters?

Q9: How do I change my encryption key?

Q10: What is the User Account limit?

Q11: What is the Backup reminder? What should I do when I see this message?

Q12: When I install the Backup Client, I get a Javaw.exe initial failure error.

Q13: What happens when I cancel a backup or restore?

Q14: I get an error “Cannot change registry/cannot change display name” when installing the software.

Q15: My server randomly hangs after I installed Open File Manager.

Q16: Is my data compressed?

Q17: Can I configure the Backup Client to use my proxy server?

Q18: What happens if a backup fails due to connection errors?

Q19: How do I schedule more than once a day?

Q20: What if I have forgotten my password / encryption key?

Q21: Not enough disk space for cache (Cannot write compressed file/error creating backup file)

Registered / Evaluation User

Q22: I just looked at the help about window in the Backup Client and it says the user is registered but the user I have is only evaluate.

Q23: Can I retrieve information after the account has been deleted?

Q24: Can I backup while running other applications?

General

Q1: Do I have to reboot after installing the backup software?

A1: Usually not, but the installer will determine whether your PC needs to reboot and will prompt you to do so if it is necessary.

Q2: What is my User Name?

A2: If you need to find out the User Name for your backup account, first open the IT Call.com Online Backup window, which is the window that you use to select your files to backup and recover. Click on the Settings menu and select Connection. Your user name is shown on the title bar of the pop-up window.

Q3: Should I leave my PC connected to the Internet to backup?

A3: If you are on broadband this is an 'always-on' connection so you should leave your PC switched on and it will already be connected to the Internet. If you backup using a dial-up connection, leave your PC on and the backup software will connect to the Internet at the scheduled time, backup your files, and disconnect from the Internet.

Q4: What does the refresh button do?

A4: It incorporates all changes to files and folders, since your last refresh. The backup software refreshes every time you open the program. Refresh is available for users who leave the backup software application open whilst working.

Q5: How do I know the size of the selected files?

A5: From the File menu, select Calculate size. The Backup Client will calculate the amount of files selected for backup and the total size.

Q6: What are filters?

A6: Filters can be applied to backup all the files of a certain file type. If you apply a filter for *.doc files, all the *.doc files in that folder will automatically be backed up. You may apply as many filters as you like, and may even add filters to the list.

Q7: How do I add a filter to the list?

A7: From the Selection menu, select Filters and click on New filter. Enter a name for the new filter and specify all the file types that you would like to add to the new filter. For example, a text filter will be * .txt. Click on OK. Your new filter will be added to the filter list.

Q8: Can I edit filters?

A8: Yes, filters may be edited to include or exclude some of the file types. To edit a filter, click on the Selection menu, select Filters, and click on Edit Filters. Select the filter you wish to edit from the dropdown list. Add or remove file types of your choice and click on OK. To remove a filter from a folder, right-click on the folder and choose Deselect or clear the checkbox next to the filter name.

Q9: How do I change my encryption key?

A9: To change your encryption key, select Account from the Settings menu and then click on Change encryption key. Enter your old key and choose a new one. Confirm the new key and click on OK. The server dialog box will appear and display the message "Key changed successfully”. Note that you cannot cancel this process.

Q10: What is the User Account limit?

A10: Your backup account has a maximum size limit. If your limit is 100MB, you can only backup files with a total size 100MB. Either deselect some of your files or ask your backup administrator to increase your account limit.

Q11: What is the Backup reminder? What should I do when I see this message?

A11: It is an automated reminder to remind you to backup your data. You have the option to immediately backup when you see this message, or if you click on snooze, it will remind you again later. Note that there could be snooze limits configured that will not allow you to snooze the backup more than a few times.

Q12: When I install the Backup Client, I get a Javaw.exe initial failure error.

A12: The Installer is looking for .dll files that are not installed on the computer. Install Internet Explorer 4 or higher and run the installation again.

Q13: What happens when I cancel a backup or restore?

A13: The Backup Client will cancel the backup or restore process when you click on cancel. The next time that you run a backup or restore, it will continue from the point where you cancelled the backup or restore and not start from the beginning again.

Q14: I get an error “Cannot change registry/cannot change display name” when installing the software.

A14: You are not a member of the local administrators group and therefore do not have the permissions to install the software. Ask your administrator to install the software or to assign the rights to your account.

Q15: My server randomly hangs after I installed Open File Manager.

A15: You are probably also running McAfee version 4.5. This is a known problem with McAfee version 4.5 and lower. Upgrade to the latest version of McAfee. If the server still hangs, download the automated load order utility from the St Bernard website.

Q16: Is my data compressed?

A16: Yes, your data is first compressed before it is uploaded to the server.

Q17: Can I configure the Backup Client to use my proxy server?

A17: Yes, IT Call.com Online Backup supports SOCKS5 and HTTP Proxy.

Q18: What happens if a backup fails due to connection errors?

A18: It automatically retries using its full resume capability.

Q19: How do I schedule more than once a day?

A19: The Advanced Scheduler allows you to add additional backup times. Open the Backup Client and click on the Settings menu >> Advanced >> Advanced Schedule.

Q20: What if I have forgotten my password / encryption key?

A20: The administrator can overwrite your password. The encryption key is not stored on the server. If you forget it, it's gone. (Unless a group certificate for the group was installed. To use a group certificate is a decision that has to be taken by the group owner when the group is created. Ask your backup administrator.)

Q21: Not enough disk space for cache (Cannot write compressed file/error creating backup file)

A21: Free up some disk space. Or backup less files.

Registered / Evaluation User

Q22: I just looked at the help about window in the Backup Client and it says the user is registered but the user I have is only evaluate.

A22: Do a backup – it will update the client.

Q23: Can I retrieve information after the account has been deleted?

A23: When an account is deleted it is removed and deleted from the File Server and therefore correctly does not exist. There is no backup or copy of that data and it is therefore not possible to retrieve.

Q24: Can I backup while running other applications?

A24: Yes, IT Call.com Online Backup can run in the background so that you can run other applications simultaneously. The software can backup saved files, even when you are working in that file.All changes up to the last save will be backed up. Advanced setting: Select Advanced from the Settings menu and click on Options. Change the Processor usage if you want to limit the resources allocated to the Backup Client.