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EMC_Mozy_Users_Guide

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EMC_Mozy_Users_Guide

  1. 1. © 2014 Company. All Rights Reserved. EMC Mozy Enterprise v.2.X Getting Started Guide September 10, 2014 Introduction EMC_MozyEterprsie_v2_123456 (Mozy) is the company’s corporate standard for backing up data on laptop computers. Mozy is intended for use only on laptops running Microsoft (MS) Windows 7 or MS Windows 8.1. Mozy is available through the IT Software Request Management (IT SRM) system. Information in this guide will familiarize you with Mozy’s features and on how to use the software. This guide includes the following sections:  How Mozy works  How to request and install the Mozy software  What settings are restricted  How to use Mozy  How to get more help The current version of this guide is available online at http://usdoc/webtop/drl/objectId/0900695f80451f19 . References and resources discussed herein are listed at the end of this guide.
  2. 2. __________________________________________________________________________ Page 2 of 27 Contents Introduction..............................................................................................................................................1 How Mozy works ....................................................................................................................................3 How to request the Mozy software ......................................................................................................4 PART 1: Request the Mozy software through IT SRM ...............................................................4 PART 2: Install the Mozy software .................................................................................................7 What settings are restricted ................................................................................................................10 How to use Mozy..................................................................................................................................10 PART 1: Backing up files ...............................................................................................................10 PART 2: Restoring files..................................................................................................................11 PART 3: Stopping backups ...........................................................................................................18 How to get more help...........................................................................................................................19 Troubleshooting....................................................................................................................................21 F.A.Q. .....................................................................................................................................................24 Revision History................................................................................................................................27
  3. 3. __________________________________________________________________________ Page 3 of 27 How Mozy works EMC_MozyEterprsie_v2_504984_w00 (Mozy) is ABC’s (ABC’s) corporate standard for backing up data on laptop computers. Mozy is cloud-based software which allows the software to run on any Internet-enabled computer in the world. The prerequisites for installing and using Mozy include the following:  A laptop with a standard ABC corporate image running Microsoft (MS) Windows 7 or MS Windows 8.1  An E-mail account  An Internet connection NOTE: Mozy will not work on desktop computers or MS Windows XP Computers. Once Mozy is installed, it will perform the following functions:  Backup data when a laptop is connected to the Internet, regardless of whether the laptop is connected to ABC’s network  Backup data saved in C:MyFiles and your C:Users{user_ID} Certain features in Mozy have been restricted by ABC’s IT Department, such as changing the type of encryption settings and changing which folders can be backed up. These restrictions are in place to protect data from being exploited or compromised. The next section explains how to request the Mozy software through the IT SRM system.
  4. 4. __________________________________________________________________________ Page 4 of 27 How to request the Mozy software PART 1: Request the Mozy software through IT SRM 1. Open Internet Explorer. In the address line type Software, then press Enter. Figure 1: IT Software Request Management (IT SRM) system 2. In the Search field at the top, type Mozy then press Enter.
  5. 5. __________________________________________________________________________ Page 5 of 27 3. Click the Add button to the right, then click the Shopping cart < Add and Checkout at the top. 4. In the Checkout Dialog box, click the radio button Me on Machine W#######, which must match your laptop’s SAP barcode. Click the radio button next to Install Mozy EMC Enterprise v.2.0. Click Next at the top right.
  6. 6. __________________________________________________________________________ Page 6 of 27 5. In the Business Justification Field, type Data backup for laptop. Type none in the remaining fields. Click Next at the top right. 6. Select the radio button Notify machine owner when approved, then click Next at the top right to complete the request. 7. Repeat these steps to request the Mozy Restore Manager program.
  7. 7. __________________________________________________________________________ Page 7 of 27 NOTE: EMC Mozy Enterprise and the Mozy Restore Manager programs can only be installed on laptop computers. Requests will be denied for desktops. PART 2: Install the Mozy software 1. Once the IT SRM request is approved, the software will install automatically. A notification will appear in the notification area next to the clock at the bottom right. Figure 3: Installation notification dialog box 2. Double click the notification, then click Run. If the notification does not appear, click Start, then type Software Center in the search field. Click the Available Software tab. Highlight EMC_MozyEnterprise_v2_123456, then click Install at the bottom right.
  8. 8. __________________________________________________________________________ Page 8 of 27 3. A meter will appear. Wait while the installation wizard completes the installation. Figure 6: Installation Wizard meter 4. When prompted, click Restart Now. Figure 7: Restart notification 5. After the computer restarts, Internet Explorer will open immediately. Wait while the Mozy installation completes. Other dialog boxes may appear. If prompted, enter your user ID and password then click Ok to complete the installation. If the activation process does not start automatically, click Start > All Programs > Mozy Enterprise > Manual Activation. Then, follow the steps to complete the manual activation process. WARNING: Do not close Internet Explorer or any other dialog boxes that appear; otherwise, the installation will not complete.
  9. 9. __________________________________________________________________________ Page 9 of 27 Figure 8: Internet Explorer and Mozy Initialization dialog boxes 6. The Mozy agent will automatically begin backing up files. The Mozy agent will take longer to backup files the first time, depending on the amount of data saved on the C: drive. NOTE: For more information regarding backup times, please refer to the F.A.Q. at the end of this guide.
  10. 10. __________________________________________________________________________ Page 10 of 27 What settings are restricted ABC’s IT Department restricts changes to certain settings for the Mozy agents. EUC reserves the right to modify these restrictions at any time. Users are not able to change any of the following:  Number of computers or devices which can be backed up. Only one laptop per user is authorized to use Mozy.  The encryption key and any respective passphrases, both of which are kept confidential.  Directories or folders which can be backed up, currently limited to C:MyFiles and C:Users{UserID}. NOTE: Be sure to save data to either C:MyFiles to be sure your data is backed up. How to use Mozy PART 1: Backing up files Backing up files does not require any action from you. Mozy is set to automatically backup files at least once every day; however, to start the backup process manually, follow these steps: 1. Right click the Mozy icon in the notification area next to the clock at the bottom right. 2. Click Start Backup. 3. If the computer is connected to the Internet, the backup will begin immediately. Figure 9: Mozy icon Backup option in the Windows notification area
  11. 11. __________________________________________________________________________ Page 11 of 27 PART 2: Restoring files Restoring files does require special user interaction. There are two methods to do so. Use the Restore Tab in the Mozy console to restore individual files or small amounts of data. Use the Web Restore option to restore large amounts of data or to restore data to a different computer. NOTE: Mozy does not permanently keep files that are deleted from the C: drive. The grace period for restoring deleted files is 90 days. Method 1: Restore Tab 1. Right click the Mozy Enterprise icon in the notification area next to the clock. 2. Click Restore Files. Figure 10: Mozy icon Restore Files option in the Windows notification area
  12. 12. __________________________________________________________________________ Page 12 of 27 3. Browse to the location of the file or folder to restore. For example, C:MyFiles. 4. Right click the file or folder, then click Restore. Figure 11: File or folder Restore option 5. When prompted, select Overwrite or Rename. WARNING: Selecting Overwrite will replace the data and overwrite what is already saved to the C: Drive. Select Rename to create a duplicate copy of the data as an alternative option. Figure 12: Overwrite warning
  13. 13. __________________________________________________________________________ Page 13 of 27 Method 2: Web Restore 1. Open Internet Explorer. Go to ABC.mozyenterprise.com. You will automatically be authenticated.. NOTE: The Mozy agent must be installed on the computer on which you access the Website. 2. Click the computer name or barcode of the device from which files will be restored. In the Device List, click the computer name or barcode of the device again. Figure 13: Web restore interface (top) and Device List (bottom)
  14. 14. __________________________________________________________________________ Page 14 of 27 3. Click the Chose Files to Restore button at the top right. Figure 15: Chose Files to Restore button
  15. 15. __________________________________________________________________________ Page 15 of 27 4. Check the box next to the folder to restore. For example, C:MyFiles. Figure 16: File or folder selection list 5. Right click the file or folder, then click Restore all files.
  16. 16. __________________________________________________________________________ Page 16 of 27 6. When prompted, enter a name for the restore. For example, type Restore_DD_MO_YYYY where DD is the day, MO is the month, and YYYY is the year. Click Next. Figure 17: Name for restore set 7. Select a date to restore files from. Click Next. WARNING: Chose the most recent date possible, otherwise data could be inadvertently lost.
  17. 17. __________________________________________________________________________ Page 17 of 27 Figure 18: Select date from which to restore files 8. Check the box Include Deleted Files, then click Next. Figure 19: Include Deleted Files option 9. Select the radio button Download Compressed Archive, then click Next. Figure 20: Download Compressed Archives option
  18. 18. __________________________________________________________________________ Page 18 of 27 10. Click Close to complete the Restore Wizard. Check for an email to download an archive file which contains the restored files. Figure 21: Restore Wizard completion PART 3: Stopping backups To temporarily suspend or stop scheduled backups, perform the following steps: 1. Right click the Mozy icon in the notification area at the bottom right next to the clock. 2. Click Settings > More Settings. 3. Click the Options Tab. 4. Click Scheduling > Temporarily suspend automatic and scheduled backups. 5. Click OK.
  19. 19. __________________________________________________________________________ Page 19 of 27 Choosing additional folders to backup Additional directories or folders can be backed up in addition to C:MyFiles and c:users{UserID}. Follow these steps to backup additional files or folders. 1. Right click the Mozy Enterprise icon in the notification area next to the clock. 2. Click Settings > More Settings. 3. Click the File System button at the top. Figure 22: Mozy icon in notification area
  20. 20. __________________________________________________________________________ Page 20 of 27 4. Browse through the folder structure, then check the box next to additional folders to backup. Figure 23: File System Button and Folder Structure 5. Click OK at the bottom right. 6. To backup files immediately, please see Backing Up files in the above section. How to get more help Refer to the following frequently asked questions (FAQs), or create a new incident for the IT department. To create a new incident, contact the IT Service Desk at X1234 or send an email to IT Service Desk. Please note, calls to the IT Service Desk receive a higher priority than e-mail messages.
  21. 21. __________________________________________________________________________ Page 21 of 27 Please also refer to the Mozy User Guide, published by EMC Corp., available online at http://support.mozy.com/servlet/servlet.FileDownload?retURL=%2Farticles%2Fen_US%2FDo cumentation%2Fcli-en&file=015500000013FYBAA2 . Troubleshooting WARNING: Information in this section is intended for ABC IT personnel only. Users must contact the IT Service Desk at X1234 for all troubleshooting assistance. This section covers common errors related to Mozy and is intended to guide the Service Desk and Field Services personnel in resolving the most common issues. ISSUE RESOLUTION Activation fails with “An error occurred: No available license keys.” No license is available in the Mozy admin console for the user. Create a low priority incident in iDeliver to request a new license, then assign it to the queue IO_End User Computing. Activation of the Mozy agent fails after installation. On the user’s computer, click Start > All Programs > Mozy Enterprise > Manual Activation. Then, follow the steps to complete the manual activation process Activation fails with error “No license server is available” The .CKEY file is missing after a previous failed activation attempt. Copy the file edcapp20edcapp20- media$EMC_MozyEnterprise_v2_504984_w00*.CKEY to C:ProgramDataMozy. An error appears during activation: “MozyClientError6: There is no username or password associated with your account. You have not configured your MozyEnterprise client.” The e-mail address in the Mozy Admin Console does not match the user’s primary SMTP e-mail address in the Global Address List. Assign an incident in iDeliver to the queue IO_End User Computing to have the e-mail address corrected in the Mozy Admin Console.
  22. 22. __________________________________________________________________________ Page 22 of 27 EUC or the Mozy Engineering Team requests verbose log files for advanced troubleshooting. Follow these steps to create log files: 1. Hold down the shift key on the keyboard. 2. Right click on Mozy icon in the notification area next to the clock. 3. Select Gather Log files for Mozy Support. 4. A ZIP file will be created on the desktop which can then be emailed to ITEUC Support or attached to an incident in iDeliver. A message appears “A MozyEnterprise Configuration file containing previous backup selections was found. Importing this file restores previous backup selections. After completing the installation, please review your selections in the Settings window. Do you want to import the saved configuration?” This is an informational message. A previous backup for the computer was found. Determine whether the files need to be restored. If so, click Yes. If the backup belonged to a previous owner, then do not restore the files and choose No. Unable to restore files from an old computer to a new computer using the Web Console. An error appears “No Files In Restore. The restore you requested cannot be completed because no files were selected. Please be sure the file count is not zero before submitting a restore request.” A software or hardware firewall, such as the ISA Firewall or Windows Protection Firewall, is blocking connectivity to the Mozy website. Turn of all software firewalls. If attempting to restore files while not connected to the internal ABC network, then check for a hardware firewall as the possible cause. An error appears when attempting to restore files using the Web Console: Make sure the computer is connected directly to the network. If using a wireless connection, try using a wired connection to the network instead.
  23. 23. __________________________________________________________________________ Page 23 of 27 “Network Connection Error. There was a problem with the network connection. Please check your network connection and try again later. Code: FRNWCONN0001.”
  24. 24. __________________________________________________________________________ Page 24 of 27 F.A.Q. 1. Can I backup more than one computer or device? No. Unfortunately, at this time ABC authorizes one license per user, which allows you to backup only one laptop or device. 2. What to do when my computer is replaced? If your computer must be upgraded or replaced, please notify the field services technician who is helping you. Field services will create an incident for IO_End User Computing. EUC will work together with field services to make sure Mozy is installed and your data is properly restored to your new computer. 3. What to do if my name changes? Follow the ordinary steps to request a name change. For help, contact the IT Service Desk at X1234. Mozy integrates with ABC’s Active Directory infrastructure. Anytime a password or name is changed in AD, the changes are automatically copied to Mozy. 4. How long does it take to backup data? Data/Speed 1.5 Mbps 10 Mbps ABC Network 100 MB 10 min 2 min 9 sec 1 GB 2 hrs 15 min 2 min 10 GB 16 hrs 3 hrs 15 min 30 GB 2 days 7 hrs 45 min Table 1: Estimated backup time based on Internet connection speeds The first backup will take longer than subsequent backups. Refer to the above chart for an approximate times. Factors influencing backup speed include, but are not limited to, the following:  Amount of data – More data will increase backup time.  Number of files – Mozy must prepare each file for backup, therefore more files will increase backup time.
  25. 25. __________________________________________________________________________ Page 25 of 27  Size of files – Larger files take longer to backup, especially if a backup is interrupted and must resume.  Connection speed – Backup performed while connected to ABCs internal network will be faster than backups performed when connected to the Internet from home.  State of the computer – If the computer is shut down, hibernates, goes to sleep or standby, a backup will stop. When the computer is active again, it will resume where it left off.  Computer usage – If the computer is processing large amounts of data, has multiple programs open, or is transferring large amounts of data across the network, then fewer resources are available for Mozy to backup files which will increase backup time. 5. How long does Mozy keep files I delete from my computer? Mozy does not permanently keep files. The grace period for recovering files which have been deleted from the C: drive is 90 days. 6. How do I temporarily stop backing up data? See PART 3: Stopping backups under How to use Mozy on page 16. 7. Can I change the encryption key type? No. Mozy uses a special enterprise encryption key that is managed by the IT department. The IT department may change the encryption key from time to time for security reasons, but the changes will be unknown to end users. 8. What settings are restricted by the IT department? The IT Department restricts the following settings from being changed:  The encryption key and encryption type  The folders which may be backed up  The number of devices which can be backed up 9. What if files in the sync folder do not update? In rare situations, the files backed up online may not match the files saved under C:MyFiles. Pause, then resume, synching. Follow these steps:
  26. 26. __________________________________________________________________________ Page 26 of 27 1. Right click the Mozy icon in the notification area next to the clock at the bottom right. 2. Click Pause. NOTE: The Pause label will change to resume. 3. Wait a few minutes, then right click the Mozy icon in the notification area again. 4. Click Resume. 10. How much data can I backup with Mozy? There is no limit. All data saved under C:MyFiles and C:Users{User_ID} will be backed up. 11. Can I start over and reset file synchronization for files already backed up? No. Mozy Enterprise does not offer an option to reset file synchronization. Only retail or home users of Mozy have this option. 12. What if the activation process does not start automatically? If the activation process does not start automatically after installing Mozy, click Start > All Programs > Mozy Enterprise > Manual Activation. Then, follow the steps to complete the manual activation process.
  27. 27. __________________________________________________________________________ Page 27 of 27 Revision History Revision Number Date Editor Summary of revision 1.0 27-Mar-2014 E. Roberson First draft 2.0 10-Sep-2014 E. Roberson Major Revision Table 2: Revision History summary Additional information can be found in the Mozy User Guide, published by EMC Corp., available online at http://support.mozy.com/servlet/servlet.FileDownload?retURL=%2Farticles%2Fen_US%2FDo cumentation%2Fcli-en&file=015500000013FYBAA2 .

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