Why do expired trial Cloud Backup accounts still appear as active in the Dashboard?

The account will show active in the dashboard until you cancel the account. The backup user would not be able to use an expired trial account.

We like keep the option available to upgrade a trial user account since it cannot be upgraded once it’s already cancelled.

Where to view and change my billing information?
  1. Log in to the Infrascale Dashboard.

  2. On the upper right, click your account name, and then click Billing.

How total data size is calculated in the Dashboard?

The MyAccount page has reports section that shows total data size uploaded during 1 day for an account machine. The section is accessible from Reports > Backup History.

Total Data Size is a total unzipped size of all uploaded files and their increments (deltas) for a device during a day.

Total Data Size differs from the Dashboard Monitoring/Reporting section in case when one backup session prolongs from a previous day.

Total Data Size is calculated for all backup jobs whereas Monitoring page shows Data Size for each backup job separately for Completed events (that should be filtered).

What time is displayed in the Dashboard?
  • Event Date, which is displayed in the Monitoring and Reporting sections, is the local time of the device where the backup runs.

  • Report Time is exceptionally displayed in the server time – CST (U.S. Central Time zone) in Microsoft Excel reports in the Monitoring, Reporting, and Analytics sections.

    Therefore, in most cases, values indicated in the report do not correspond to the actual time and date at a machine where the report is generating.

    We already have a task to use a web browser time and date to provide the correct value and avoid possible confusion.

  • Folder Backup and Scheduled Start time is displayed in CST (U.S. Central Time zone).

    This fact should be considered to achieve expected time for an automatic backup on the particular device.

    We already have the task to use to localize time display.

Why are my ShadowProtect licenses expiring?

ShadowProtect licenses are purchased on a perpetual basis, meaning they will automatically renew every month unless:

  • The machine upon which the SP license was activated was unable to reach the ShadowProtect licensing server for 30 days.

  • This could be caused by a network issue preventing access to the licensing server. Check your firewall status.

    To resolve, you will need to cancel the existing license in the Dashboard and add activate a new license.

  • On the machine in question, all three of the following unique identifiers have been changed:

    • machine name
    • software ID
    • hardware ID
  • If a perpetual license was not activated, and ShadowProtect was setup on a time-limited trial (14 days).

    ShadowProtect can be installed and configured using a time-limited 14-day trial, and will expire after 14 days if a valid license is not activated.

Why Cloud Backup monitoring and alerting system did not capture that my license had expired?

Cloud Backup monitoring and alerting systems require the installation of OBRM on the same machine as ShadowProtect is configured. Once a valid cloud backup account has logged in to OBRM, a monitoring event for ShadowProtect will be created.

The events include:

  • backup started
  • backup completed
  • backup not run in > 3 days (warning)
  • backup not run in > 5 days (error)

The monitoring event is labeled as the relevant backup type.

These events can be viewed on the Monitoring page in the Infrascale Dashboard.

If OBRM is not installed alongside ShadowProtect, then there will be no monitoring events.

Why backup dates in SSRS report and in the Dashboard differ?

Backup report in the Dashboard shows the last time a backup successfully ran. This differs from the SSRS report, which shows the last time the data was uploaded to the cloud.

These two figures would not match if no new data was uploaded to the cloud.

For example, a user runs backup on 3/23/2015 where there are no new files or changes. The last backup was on 3/22/2015, where a new file was uploaded.

On SSRS, the last backup date will be reported as 3/22/2015 (last time the data was uploaded), while the last backup date in the Dashboard will be 3/23/2015 (last time the job ran).

What SPF records should partners add to avoid spam blocking of the emails sent from our servers, but still have the custom 'From' field?

This is the case when Partners enter their domain name to the From field of email templates and then providers block these emails because they are sent from another domain.

To avoid blocking of the emails, the Partners should add our email server to their SPF record: include:email-od.com.