Mozy Backup + Reinstalling Windows = FAIL

Filed Under Geek on 2009-07-07, 02:12

So I need to reinstall Windows. It happens, Windows gets “dirty” and sometimes I just need a format and reinstall to feel clean again. The same way one might feel on Sunday morning after a weekend bender. But like a good computer user, I’ve got offsite backups (in addition to that RAID array) that go to Mozy.com. But before I jumped into a “nuke and pave” I figured I should check and make sure you don’t need to do anything special with Mozy because I remember that it took months to originally backup my 400gb of files. So I jumped onto Mozy.com’s support chat and quickly found out that I would have to re-upload the 400gb of files. There is apparently no way to tell Mozy that a fresh install of windows should be treated as the same backup set. I can’t imagine what they’re using to uniquely identify machines, but apparently it’s not a harddrive serial number + your user account, which would make sense in my book. So I guess it’s time to start hunting for a new offsite backup solution.

If you want to read the ridiculous conversation I had with support, I’ve included it in full below for your amusement:

You are now chatting with ‘Sunil’

Sunil: Welcome to Mozy Live Support. May I have your account email address please?

Ed: Hi Sunil, my email address is [REDACTED]

Sunil: Thanks. Are you dealing with an issue you’ve previously talked to us about or is this a new issue?

Ed: this is a new issue

Sunil: Could please explain me in detail the issue so that I can help you?

Ed: I have a computer that I need to reinstall windows on

Sunil: Ok.

Ed: this computer has a secondary drive that I use to store important files. This drive is backed up to Mozy

Sunil: Ok.

Ed: I want to make sure I don’t have to reupload all of the files after reinstalling windows
Ed: what do I need to do to make sure Mozy recognizes that this is a pre-existing backup when it’s running on a new install of Windows?

Sunil: Ed, unfortunately it is not possible but you need to restore the files after reassociating Mozy to your newly installed operating system.
Sunil: Mozy will consider this computer as a new computer if you upgrade or reinstall operating system.
Sunil: There is a method to replace the machine or to re associate Mozy after reinstallation of operating system.
Sunil: http://support.mozy.com/docs/en-user-home-win/guide/tasks/home_replace_machine_c.html
Sunil: You may refer this link given above to know how to perform a replacement of machine to associate Mozy again.

Ed: so I have to reupload the 400gbs of data I have backed up to Mozy?

Sunil: Yes. You may have to restore the files and then re upload the files in this case.

Ed: so I have to download 400gb of files to replace the original files on my local drive, and then reupload the 400gb files I just downloaded from Mozy back to MOzy?

Sunil: Yes. You may have to replace the machine and associate Mozy to your newly installed Operating system computer and then Restore the old files doing a web restore logging in your account.
Sunil: After retrieving the old files you may start a new fresh backup to upload files.
Sunil: Is there any thing else I could assist you with Mozy?

Ed: Do you realize how ridiculous this is?
Sunil: I can understand your frustration Ed. It is because at any time of reinstallation of operating Mozy will cant detect your machine as the old.
Sunil: It’s security feature is set like that way.

Ed: and there is no functionality to tell Mozy that this is in fact the same backup set?

Sunil: If you really want to retrieve the old backup set, it is possible.
Sunil: You may just login to your Mozy home account.
Sunil: and then click on restore files.
Sunil: Then, click choose file to restore.
Sunil: Now select the date of your last backup by choosing bold color dates.
Sunil: Here you will get the option to view your old back up sets.

Ed: I have all of my backed up data on my local drive, you guys have all of my backed up data on your servers. I shouldn’t have to download my own data and then give it back to you when it already exists in both places.

Sunil: Since you are reinstalling your operating system your old data and backup data can remain in our server for only 30 days. However, when you reassociate Mozy you can restore only the important files uploaded before.

Ed: I don’t need to restore any files since I already have all of them on my drive

Sunil: Ok.

Ed: I am reinstalling my operating system on a harddrive that is not backed up by Mozy
Ed: I am not changing the secondary (slave) harddrive that is backed up to Mozy
Ed: I don’t need to upload those files to Mozy because they already exist there
Ed: I should just be able to change a config file or setting somewhere that tells mozy this is the same backup set, just on a fresh install of windows

Sunil: At any time you are installing or upgrading your windows Operating system you are loosing the old backup set and Mozy installed config files.

Ed: I can save the mozy installed config files, just tell me which ones I need to save

Sunil: http://support.mozy.com/docs/en-user-home-win/faq/tasks/common_issue_reinstall_backupsets_c.html

Ed: will this work if I put the conf.dat file back in the MozyHome folder on a fresh install of windows?

Sunil: Ed, if you are reinstalling the operating system Mozy will not be able to detect your machine as the old computer. It will consider it as a new computer. Please refer the link given below to know more about this:
Sunil: http://support.mozy.com/docs/en-user-home-win/guide/tasks/home_replace_machine_c.html

Ed: how can I force it to recognize it as the same computer? What information does it use to uniquely identify the computer?

Sunil: It is not possible and Mozy will not have that feature if you are upgrading your operating system or using a new computer etc.,
Sunil: Please refer the link mentioned above to replace the machine after reinstalling your operating system.

Ed: Thanks for the information, I’ll start looking for alternative backup solutions

Tagged: backups, Mozy

Comments

http://richi.co.uk/ Richi Jennings

That Mozy support guy got it all wrong. I've tested this at least twice.

The process for “replacing” to a new OS image is straightforward. The initial file re-association takes a while, but it's nothing even close to a re-upload. In fact, the first link that “Sunil” sent you describes all of this. http://support.mozy.com/docs/en-user-home-win/g…

I'm amazed that Mozy's support folks can't get this right.
http://www.geeked.info edrabbit

What about the text on the Setup Complete dialog that reads: “Files from your previously backed up computer are available for restore for 30 days. After 30 days, they are deleted from MozyHome servers”. If you're replacing your computer and want to restore your files to this computer, why in the world would you want Mozy to delete the files from the “previously backed up computer” when they are the same as the files on your new computer?

Sounds like this help doc is just for replacing the computer associated with your account so you don't have to pay for another one. Does it in fact associate this “new computer” with an existing backup set and skip the restoring/backing up?

I'm going to blast my machine in the next few days and try a few things with the hope that Mozy just can't get their support docs/techs straight. I'll definitely give this a try. Thanks!
http://www.ladewig.com/ Scott Ladewig

Mozy will reassociate the new files it is backing up with the files they have so that it doesn't re-upload anything that is the same. The 30 day message just means that any files that were associated with the old PC and didn't get matched up to a file on the new PC during the reassociation will be deleted.
http://richi.co.uk/ Richi Jennings

Once you've re-associated your files with the new installation, the files won't be deleted.
http://www.onlinebackupsreview.com/mozy.php Mozy Review

While Mozy is a great backup product, their customer support is a joke. Luckily, I haven't had to contact them much, but when I did, I ended up figuring out the solution to my problem, before Mozy ever got back to me. I guess at $4.95 / month, they can't afford quality support.
Bonne Marie

I am a subscriber with a year paid for in advance (11 mo in). Evolving software for MAC and really poor customer service prevents this from being a reliable safety net.

App loses preferences (mine reset lots of my folder choices) and had to reinstall then re-upload files.

BUT the proof is in the restore and it is definitely not as advertised. My external hard drive died June 6th. I am still downloading files from the site in an attempt to restore the drive. It takes forever, with multiple tries. The DVD's I paid for ($100+) are incomplete. When I asked for support from their people, first operator's advice was uninformed and boiler plate generic; second operator's attitude was rude and information provided unhelpful and non-specific. Little exists on their site to help you try and DIY.

I am still waiting for a refund or resolution to my problems with this company. 30+ days is not acceptable for this. Losing a hard drive is nerve wracking enough but being subjected to disrespectful and snippy tech support during the meltdown is just a major deal breaker.
http://www.geeked.info edrabbit

I've finished my format and reinstall of windows, I reinstalled Mozy and followed the steps from the url you shared and it is now attempting to backup my 407gigs of files. *sigh*

What did I miss?
http://richi.co.uk/ Richi Jennings

Nothing. It's going through the process of re-associating. It's figuring out which files you already have backed up.

It appears to be backing up, but it'll be going much faster than if you actually were. Note that you may see some parts of files get sent from time to time. I *think* this happens when the data center can't give the client an immediate answer.

407GB might take a while to re-associate. Can't remember how long my last one took, but don't forget that you can interrupt it if you need to.
clintonbrowne

WRONG! Mozy can reassociate your files without having to re-upload everything – see below…

Clint: Hi, I've just done a fresh upgrade to Windows 7, is there a way of matching what is uploaded to Mozy server to what is on my pc, the Directory structure has not changed

John: sure

John: i think it has the same path such as c:/users/documents

John: what was your previous Operating system

Clint: windows 7 beta

Clint: different computer name now though

John: No problem you need to install Mozy

John: Once configuration is done start the initial backup this will make sure that all your files are re-associated with the Mozyservers. When you start this backup, Mozy servers will check if each file is already existing on the server and will transfer only the new/changed files. But it will also make sure that Mozy servers recognize your old files and will associate it with your new computer.

So I tried this and it worked fine!

Hope this helps you,
Clint
baanpro

This whole blog topic is Ridiculous. You think you can get free support (basically $4.95 is free), free storage, and then complain when the product doesn't have every feature you want. Good backup services cost $100/mo or more, especially if you want them to store 400GB of data up in the cloud. Note what the tech said “your old data and backup data can remain in our server for only 30 days”. What about those files that have been missing for more than 30 days. I guess you're out of luck!
Guest

@Clintonbrowne

Without having tested the procedure!

The support claimed in the chat, that Mozy could even re-associate the files when they are not in the same path as before after the upgrade/migration.

This might be of importance for those who migrate from a german windows XP to a Windows 7 any time soon, because the path to the documents will change. (C:Dokumente und Einstellungen… to C:Users…)

Greetings Michael
bill1935

ah yes…this is that exact reason why I switched to Ubuntu. With that you can create a back-up ISO of you entire hard drive and settings using remastersys.
matt_tulk

I am also going through this after updating to Windows 7 its crazy each file should be tagged and from Mozy end should be able to tell its aleady there and ONLY upload files where the block level data has changed.

Trust me I work in Storage/SANs and this is a major fault with the product as people suggested earlier is should actually be take a snap shot of youre machne hardware NOT youre PC name as this can change when you rebuild like mine did.

its bloody stupid and of course support cant seem to figure it out.
gadlen

So Ed, how did it work out for you?

I'm trying out Crashplan from Mozy. Of course the switch takes months of uploading :-(. I'm looking to switch partially because my computer is unusable for the 30 minutes each day Mozy takes to evaluate my backup set. I like the ability of Crashplan to send redundant backups to friends but I haven't yet found a friend that wants to trade backup space that doesn't live in the Bay Area with me.
http://www.geeked.info edrabbit

gadlen,

I switched to Backblaze and so far I've had a great experience. No computer slowdowns during backing up. I checked out Crashplan, but rather than rely on friends or family, I'd rather pay someone to keep my data safe.
gadlen

Crashplan has a pay service too. I'm using it and so far I like it. I'm glad you like Backblaze. Let's hope neither of us need to use our backup tools.
randomtech

I am in the same position now – have to upgrade from Win7 RC to RTM. I hope Clint's approach above works! What a pain otherwise.

But I am intrigued – why is Backblaze better? You didn't say apart from the slowdown (which I have never experienced with Mozy)

Anyway I may be looking to switch from Mozy if my backups are not seamlessly switched over.
smile man

Their Level 1 seems to be crappy (as mentioned), but if you get escalated, then you are taken care of well. The escalations/premium support guys know what they're doing, and if they don't know they're not afraid to say “Let me find out”.

When you do a backup, any file that needs to backup has a hash (I guess is what you call it). If a file on their server has that same hash, then the file will not upload. That's why file path doesn't matter on a OS fresh install.

When you un-install, the local information of what files are backed up is removed. So when you re-install (or install on the new system), it has to try and backup everything. Reason it doesn't just go off of the list of files you've backed up in the past is because of changes. What if a file changed without the program knowing, and didn't back it up thinking it was already backed up? Bad things could happen! So it does a full backup, and files that already exist on the server is just encoded.
pradeepsp

I can add some perspective from personal experience. I have two drives on my primary workstation. Drive C: has about 18 GB of work files. Drive D: has images, movies, etc. to the tune of about 285 GB. For some reason, my D: drive went offline (SATA wire got unplugged). Mozy thought that my D: drive was out and it ran a sync backup and reported that I had only 18 GB backed up. I flipped out. I re-hooked up my D: drive and Mozy recognized everything and then seemed to proceed to re-upload all of the 285 GB of data from that drive. Well, what actually happens is that it recalculates some indices, etc., and brings your data back up to date. It initially took me over three weeks to upload all of that data, but the second “upload”, which was just a re-indexing, took only like 8 hours.

So yeah, the client and system seems to smart enough to know situations like this. I haven't tried this on an a full OS reinstall/upgrade, but I would expect it would work approximately the same way. The tech support person did not seem to understand how the product works.
jonathan

I just backup all my files to a VM of Win7 (Technet runing an a VMware host (vSphere 4.0 U1), sych data from many PCs via Robocopy, and keep appending diskspace to the VM when it needs more space. No local slow down, and I just throttle the bandwitch 9-5 while I am at work so I can RDP home w/o problems.. :)
Harhem

A few years ago i was looking at starting an off site data business and the cheapest planwould of started at around 40-50 / month. I was going offer full service including coming on site if you needed a full recovery and for the initail full back up. While doing my market research people would say why should i pay you that much when i can get it for less than $5. As a previous poster pointed out. There is a reason why it is so cheap
Harhem

A few years ago i was looking at starting an off site data business and the cheapest planwould of started at around 40-50 / month. I was going offer full service including coming on site if you needed a full recovery and for the initail full back up. While doing my market research people would say why should i pay you that much when i can get it for less than $5. As a previous poster pointed out. There is a reason why it is so cheap
Brian Morgan

At the moment as far as I can tell I potentially have lost all of the data I backed up to Mozy. They tell me that my PC failed to back up the information, but in my account it said that there was 20Gb of information before I replaced it.

I am at a lost to what I will do if all of the pictures and videos of my family are lost, plus the other important data that I had.

The other thing that ticked me off initially is that Mozy doesn’t automatically back up zipped files unless you indicate all directories.

This is a “Mozy Nightmare” but I am still awake!
Geeked

I was about to swap to Backblaze too, then I look at the restrictions on backups. You cannot touch any ISOs or virtual machine files or any files over 9GB.
Unfortunately these mean I’ll give it a miss and keep looking. Watch out if you need to backup AV material that size limit could make it useless.