To restore your files:

1. Go to http://mozy.com/restore and log in.
2. Select the computer the files are on in the dropdown box in the upper left.
3. By default, the files shown are from your last backup. If you want files from an earlier date/time, select the date/time in the dropdown boxes in the top right.
4. Check the boxes beside the files or folders you want. To see the files inside a folder, click the folder name.
5. Click the "Restore Files" button in the lower right.
6. Select "Web Restore" if you want to download the files from our website. Select "DVD Restore" to have a DVD sent to you via FedEx for a fee.
7. For web restores, you'll get an email with a link to your files in a zip or self-extracting .exe file. (.dmg file for MozyHome for Mac)
8. Download the file and save the file to your desktop.
9. Double-click the file and extract its contents to your desktop. Then move the files to the location on your computer where you want them.

On rare ocassions, anti-virus software will incorrectly detect the Mozy software as a virus and will delete the Mozy.sys and Mozy.flt files, which render Mozy useless.

Some of our users have recently encountered this with their Avast anti-software application. If Avast is running when you install or upgrade the Mozy client, a message will pop up prompting you to delete, quarantine, or ignore the "virus" (Mozy) found. You must choose "ignore" for Mozy to function.

We are currently working with Avast to correct this problem, and an upcoming Avast release should resolve the issue and remove Mozy from their blacklist. If you have already encountered this error and chose to delete the Mozy files thorugh Avast, please wait for their update shortly to correct the issue.

This is most likely a firewall problem. You can verify this by temporarily disabling your firewall and trying to perform a backup. If Mozy is able to back up when you firewall is disabled, then you've confirmed that it's a firewall problem. We have some really great firewall help. If Mozy still gives ConnectionError1 errors, then something else is wrong and you should send us an email.

Here is a list of links to help pages for the more common errors:

AccountError2, AccountError5, CancelError0 CancelError1, CancelError2, CancelError3 ConnectionError1, ConnectionError3, ConnectionError4 MozyClientError2, MozyClientError11, SnapshotError0 SnapshotError2, SnapshotError3

If the error isn't listed here, look through the rest of the FAQs or send us an email.

Mozy will only back up external hard drives that register themselves with Windows as "fixed" drives. Here's a short list of drives we know will back up:

PowMax Moving Star 2.5" Enclosure, models EMV25SL and EMV25BK ThermalTake Silver River 2.5" Enclosure, model A2397 Athena Power 2.5" Enclosure, model EB-251UBK

If you are successfully backing up any other removable drives, send us an email at support@mozy.com and let us know which model you're using so we can add it to our list.

Please note that if you unplug or turn off your drive while your computer is running, Mozy will see that the files are gone and delete them from your backup.

To help users make better decisions in what they back up, we've hidden these folders. You can make them show up by opening the Mozy client and clicking the "Configure" button. Then go to the options tab and check "Show all protected operating system files." You will then be able to select files and folders from your Program Files and Windows Folders.

We do not recommend backing up the entire Program Files or Windows folders. Mozy is a data backup service only, and will not reinstall Windows or your programs. We recommend you only back up the data you can't afford to lose. Keep track of the installation CDs for Windows and other programs.

If you're getting a SnapshotError0:

Go to http://mozy.com/error/SnapshotError0 and follow the directions.

For SnapshotError1:

Right-click the Mozy icon in the system tray (by the clock) and select "Configure." Then go to the "Options" tab, check the box that says "Open file support," and save the changes.

For SnapshotError2:

Go to http://www.microsoft.com/technet/prodtechnol/winxppro/maintain/convertfat.mspx and follow the directions to upgrade your drives to NTFS.

For SnapshotError3:

Windows 2000 doesn't have Volume Shadow Copy Service, which means that Mozy can't use it to back up open files. To get open file support, you will need to upgrade to Windows XP or Windows Vista.

Mozy uses a temporary directory on your hard drive to encode your files. For everything to work correctly, your hard drive must have enough free disk space to fit 130% of the largest single file, folder, or data set you are trying to back up. In other words, if the largest file is 1 GB, you'll need 1.3 GB of free space on your C: drive to encode the file. You may actually need more space than this, as Mozy encodes more than one file at a time.

If you have another drive that has enough free space to run Mozy on it, then you can switch the location in which Mozy places its temporary files. Here's what you can do:

1) Ensure that you're running Mozy 1.8.4.0 or later (The latest version is found at http://mozy.com/account/download).

2) Create a new folder in the new drive for temp files. For example D:\temp.

3) Then, click "Start," right click "My Computer," and click "Properties."

4) Click the "Advanced" tab and then "Environment Variables..."

5) Scroll down under "System Variables," click "TEMP," and click "Edit..."

6) Change "Variable Value" to the desired path. Ex: D:\temp\ and click "OK."

7) Click "TMP" and repeat the same process mentioned in steps 5 and 6.

8) Click "OK" again to close the "System Properties" window and then restart for the changes to take effect.

Mozy's temporary files will now be stored in the new location you chose.

Your data is encrypted with a 448-bit Blowfish encryption before it leaves your computer, and it’s stored in this encrypted format as well. No one will be able to read your data even if they’re watching your connection. Also, they cannot reconstruct your data from our servers without our algorithms and your encryption key.

As for physical security, our servers are housed in a highly secure data center requiring two different types of authentication to enter. The building itself is supported by inertial pillars that allow it to float and move in the case of an earthquake, and there are several redundant power systems built into it. It also contains a state-of-the-art fire suppression system that will kill fires without water.

For more information regarding our data center, visit http://www.mozypro.com/pdfs/datacenter.pdf.

First, make sure that Mozy is not suspended:

Right-click on the Mozy icon in the system tray (by the clock). If there is a checkmark by "Suspend" in the menu entry, click it again—this will clear the checkmark and Mozy should begin to work again.

Second, make sure that the bandwidth throttle is not set to "Don't back up:"

Right-click on the Mozy icon in the system tray (by the clock) and select "Configure." Go to the "Options" tab and make sure that the slider bar under "Bandwidth Throttle" is not all the way to the left. If you change it, make sure you save your changes.

We're constantly working to make MozyHome for Mac everything you want it to be. If you want to make sure specific features are included in future releases, then you can email us at macsupport@mozy.com. Otherwise, keep an eye out for the next release to see what goodies we've packed into it.

The MozyHome for Mac decrypt utility is included with the installer in the .dmg file you downloaded. If you need it again, feel free to download it by logging into your account and clicking "Download Mozy."

A .dmg file is the only way to ensure that files can carry all the same metadata (modified times, permissions, etc.) that they had on your system.

No. We weren't kidding when we named it MozyHome Unlimited. You can back up as much as you want of whatever you want and we'll make sure you have plenty of space to store it all.

To upgrade from MozyHome Free to MozyHome Unlimited, log into your MozyHome account and click "Get Mozy Unlimited" in the menu on the left. Fill in the information as you're prompted and your account will be updated to unlimited quota.

For MozyHome Free, you can only back up two computers. If you want to back up more, upgrade to MozyHome Unlimited and then click "Add More Computers" in the menu on the left after logging in.

For MozyHome Unlimited, you can back up another computer by clicking "Add More Computers" in the menu after logging into your account.

You may also delete a computer from your account by logging into your account, selecting "My Computers," and the clicking the "Delete" link beside the listing for one of your computers.

First, check your junk mail folder. Sometimes the confirmation message gets lost there. If you can't find it there, then simply re-register using the same username and password, and another email will be sent to you.

You can reset your password here.

Typical upload speeds to our servers for domestic (U.S.) connections are in the 200-500 kbit/sec range. If you get more than this, congrats! If you get a lot less than this, then you should check your favorite bandwidth meter test to measure your broadband connection. Here is one from Speakeasy that we like to use. The "upload" part of the test is what matters for Mozy usage. When picking a server to test, pick anything that's not on the East Coast and you will get a pretty good approximation, since our servers are located in Utah.

The short answer is that you can't, but don't despair! You most likely don't need to delete anything because your quota is based on your current backup configuration. Your previous backups don't count against you, and they don't take up any of your quota.

To illustrate further:

Let's say you have a 1000 MB quota. If you back up 300 MB of photos, then your quota goes down to 700 MB, and you've got 300 MB of photos on our servers.

The next day, you change your mind and want to back up spreadsheets instead. So you tell Mozy to only back up spreadsheets and not photos, and it goes ahead and backs up 100 MB of spreadsheets. So now, your quota is 900 MB because you are only backing up 100 MB of spreadsheets now.

However, if you want to restore those photos, you still can for 30 days until the file versions expire.

This usually means that the Mozy Client hasn't updated itself with our servers yet. To make it get the new quota, right click the icon in the system tray (by the clock) and click Configure. When it connects to the Mozy Servers during this process, it'll update the quota value in the Mozy Client.

When you delete a file it is removed from your configuration and marked for deletion. Mozy will keep a copy of that file in older backup sets just in case the deletion was accidental. Those older backup sets will be kept for 30 days and then deleted.

Mozy does not need to back up anything it has already backed up. It will essentially pick up where it left off. Each time you start or restart a Mozy backup, it calculates what it has to back up and then commences from 0% of what it has left to do completed.

It sounds like your backup is large enough that Internet Explorer no longer works. You'll need to use another browser. We recommend using Mozilla Firefox. It's free and works exceptionally well with our restore system. You can download it at http://www.getfirefox.com.

The "Start Backup" button is usually only grayed out when there is a problem with the Mozy service. To restart the service, try this:

1. Click your Start menu, then "Run."
2. Type "cmd" and click "OK."
3. In the command prompt, type "net stop mozybackup" and hit Enter.
4. In the command prompt, type "net start mozybackup" and hit Enter.

Now have a look to see if the button is still gray.

You can change it by logging into your Mozy account and clicking the "My Profile" link on the left. It will show your current user name (email address) with a "change" link beside it. Click that link to change your address.

There are two places you can tell Mozy to use fewer computer resources:

First, there is a slider bar that you can move between Faster Computer and Quicker Backups while backing up. If you move it toward Faster Computer, the backup will slow down and the computer will speed up. It may take it a minute to take effect.

Or secondly, click the "Configure" button on the main Mozy window (it comes up when you double click the Mozy icon by your clock in the system tray), and select the "Options" tab. You should see a section labeled "Backup Speed" containing a slider bar that you can move between Faster Computer and Quicker Backups. If you move it toward Faster Computer, the backup will slow down and the computer will speed up after you click the Save button. It may take it a minute to take effect.

If these slider bars don't show up, then upgrade to the latest version of Mozy here.

By default, Mozy stores temporary data in the Windows %TMP% directory, which is usually C:\Windows\temp. It will generate temporary files as it backs up and then delete them when it's done.

You can change this location by editing your registry. (Click your Start menu, then click Run, type "regedit" and click OK.) Within the Registry Editor:

1. Go to HKEYLOCALMACHINE\Software\Mozy\options
2. Right-click in the blank space on the right side and select New then String Value. Change the New Value's name to tempdir.
3. Right-click the tempdir key and select Modify. Set the value to the location you want Mozy to build its temporary files, click "OK," and close the registry editor.
4. Finally, open a command prompt (click your Start menu, then click "Run," type "cmd" and click "OK"). Type "net stop mozybackup" and hit enter. Then type "net start mozybackup" and hit enter. Then close the command prompt.

Your next backup will create its temporary files in the directory you specified.

Unfortunately, your data is inaccessible without the correct encryption key. Since you chose to use your own private key, we do not have access to your data and cannot help you decipher the 1s and 0s. Your only option is log on to your Mozy account and delete your computer from the account and reinstall Mozy on your machine. Remember to choose a private encryption key that you will not forget, or use Mozy’s own encryption key. You will need to do a full backup of all your data since the machine will be "new" to Mozy. Note that your user account settings, quota, credits, and preferences will remain the same.