FAQ's

Once we receive your drives, the normal time frame for destruction is within one week. Once the drives are destroyed we will email you a certicate of destruction which includes the serial numbers for each drive destroyed.

If you ever created, accessed, or stored personal or sensitive information or used login credentials to access personal or sensitive information the answer is yes. Login credentials to emails should be considered sensitive because they are used to log into other online accounts, reset passwords, and at times confirm identity. The only way to be absolutely sure the information on the drive is never accessed by an unauthorized user and to protect your identity is to have drives professionally destroyed. This unfortunately includes drives no longer in working order as data can still be recovered from them even if they do not work properly in your devices.

Once we physically destroy a hard drive or solid state drive the remaining materials are recycled through a professional recycling service. The remaining pieces are recycled to reduce the impact on the environment. Precious metals end up being recycled and reused rather than in landfills in compliance with our renewable resource goals as a company. The recycling process does not put any data at risk because the information has already been professionally destroyed beyond recovery.

Our network integration technology services help support customers with: virtualization, storage technologies, network security, switching and routing, wireless and mobility, voice communications, email, and servers.

We encourage you to visit out our blog which posts about general, organizational, and advanced technology topics on a regular basis. Other ways to contact us are by email at support@eyonic.com, by phone at 1-855-439-6642, or by checking us out using social media listed in the footer of each page. We look forward to hearing from you!

Generally, users will want to backup all files associated with their user accounts on their computer. The user profile stores all local files, the My Documents, My Music and My Videos folders, Internet favorites and desktop files. To find out how much space you would need to backup the data on your computer, use the instructions that follow. Once you have the space currently being used on your computer, add 10 - 20% to allow for growth based on how often you add files to your computer.

With the initial, or seed, backup, the data you selected for backup is backed up in its entirety. Each subsequent job runs automatically as an incremental backup. Incremental backups capture and transfer all new and modified files and backs them up to your Internet file backup. Incremental jobs prevent the duplication of files which allows them to use disk storage space efficiently and means your storage space will grow only as fast as you add files to the folders backed up automatically.

The most commonly used folders are: My Documents, My Desktop, My Music, and My Videos folders. These are generally found under the Documents and Settings folder, or the Users folder depending upon the operating system. Refer to the instructions above to find these folders. If you have questions about what files and folders you should set for automatic backup, feel free to contact Customer Support at 1-855-439-6642, ext. 2.

The initial, or seed, backup for any set of files will take longer than any subsequent backups you run. The amount of time it will take to remotely transfer your data varies greatly, but depends mainly on the upload speed of your local Internet connection. Below is a table with general times for how long different amounts of data should take to transfer. Keep in mind this table does not take all factors into account and is not intended to be exact.

Data Transfer Times by Connection Speed
GB to Transfer	DSL - 768Kb	Cable - 2Mb	Cable - 10Mb	Ethernet Service - 50Mb	Ethernet Service - 100Mb
10GB	30 hours	11 hours	-	-	-
25GB	3 days	28 hours	5.5 hours	-	-
50GB	6 days	2.5 days	11.5 hours	2.25 hours	-
100GB	-	4.75 days	23 hours	4.5 hours	2.25 hours
250GB	-	-	2.5 days	11.5 hours	5.75 hours
500GB	-	-	4.75 days	22.75 hours	11.5 hours
1TB	-	-	-	2 days	1 day

If you are unsure of the upload speed of your current Internet plan, you can run a speed test to find out. Either of the following links work well for speed tests: SPEAKEASY or for faster networks try using SPEEDTEST.

Yes, the backup client attaches a date and time for each individual backup job. This date and time stamp is only for the backup job, as each file backed up retains its original date and time stamp based on last modification.

View results for automatic backup jobs at any time using web management. Log into your account, click on Backups, then in the left Column, click on the History section. All jobs that have run on all computers connected to that account will be listed. If you want to see only the jobs for a particular computer, click on the computer name. You can also view job logs by setting up automatic job log notifications for any backup jobs.

Yes, automatic email notifications for backup jobs can be set up using web management. Log into your account, click on Backups, the Jobs section, and then click on the name of the job you want to receive automatic emails for. Once the details of the job are displayed, select the email address to receive the emails at the bottom of the page. Click the Save Changes box in the upper right corner.

The only criteria necessary for the backup software to run correctly is for the computer to be able to connect to our servers on ports 443 for Internet access, and 22 for SSH which is secure shell and is used to transport your files securely. Also note, there may be additional configuration changes required if the computer is running behind a proxy server. If this is the case, contact Customer Support at 1-855-439-6642, ext 2.

Snapshots are used for cloud backup jobs when they are backing up in-use and system files, or live database applications. These files are normally locked by the operating system, and in effect, prevented from being backed up correctly. Using snapshots allows these files to be captured in entirety as a temporary local copy that can be backed up, then deleted.

File versioning is used to protect files even when they have been changed, overwritten, or replaced. Our online backup service keeps every file version that falls within your data retention period. This provides data protection because older versions of files can be recovered in case of malware, Ransomware, or even incorrect file overwrites. Our shared space file sharing service keeps deleted versions of files to provide the same data protection. The number of file versions kept is customizable to provide the right amount of data protection and storage efficiency for each customer.

In shared space, deleted files are stored in Recovery Bins for data protection purposes. Navigate to the user folder or shared folder where the file was originally deleted to access the Recovery Bin with the deleted file.

The software installed initially creates a unique identifier for each computer connecting to the Eyonic Backup Software. Once you log into your online backup account the computer verification process begins. Each computer you want to backup will go through this process and unique names will be created to track all scheduled jobs for the different computers attached to the same account. Note: The Family User Plan is limited to 5 computers, the Small Business Plan is limited to 20 devices including NAS devices and Windows file servers, and the Enterprise Business plan allows unlimited computers, NAS devices and servers.

Only one backup job will run at a time for each computer. If you have two or more jobs set to run on the same computer at the same time they will run sequentially and both will run until completion. Whenever any job completes, the service checks to see if there are any jobs scheduled to run. If it detects a job scheduled to run, it will run until completed which is why even though they are not running concurrently, both jobs will still run to completion. Additionally, if two backup jobs are set to run within a small period of time and one happens to finish after the start time of the other, the job scheduled with the later time will run as soon as the job scheduled earlier finishes. So, whether multiple jobs are set to run at the same time or if jobs overlap, the jobs will still be run one at a time until they are all completed for each computer.

The exception to this rule is when multiple computers are connected to a single account. In this situation, multiple clients can be running jobs at the same time. In essence, multiple jobs can run concurrently as long as they are running on different client computers.

There are two ways to restore files or folders that have been backed up. To view or download a single file, log into your online backup account and navigate to the computer name where the files will be restored from on the Backups tab. Click on the computer name to expand, click on the Data icon and select the date to restore files from. All backups will be listed with a date and time stamp from the time the backup job ran. Navigate to the file to download, click on the name and you will be prompted to open or save it.

The other option to restore a file is to log into your account and on the Backups tab, click on Actions. Create a new restore action, select the computer name to restore from, then schedule the restore action to run immediately or at a later time.

The file is in use by another program, open, or locked for use by the operating system and snapshots are not turned on for this file. To fix the issue, close the file in question. If the issue persists, you may need to upgrade to the Enterprise Business plan which allows the use of snapshots to backup any open or in-use files or database applications.

In this error, the file or folder either no longer exists in the location it originally did, has been renamed, or if it was located on an external drive the drive has been disconnected from the computer running the job. If the name was changed, either change the name back to its original name, or update the backup action to represent the new file or folder name. If the external drive was disconnected, reconnect it to the computer and verify the computer mounted it as a drive by checking in My Computer.

Whenever the error includes information that the connection was unexpectedly closed or that the software caused a connection abort, the issue is usually always caused by an Internet disconnect that breaks communication between the computer running the backup and servers at Eyonic Systems. The Internet connection can be broken for many reasons, such as the computer or laptop the job is running on was turning off, or going into Sleep or Hibernation mode. This can also happen when your Internet Service Provider (ISP) is doing updates or if your cable / DSL modem hangs. Usually if the disconnect lasts more than 10 minutes the job will abort and fail with exceptions. There is no fix for the ISP breaking the connection, but any data that did not get backed up will be transferred during the next normally scheduled backup as long as the Internet connection has been restored. If the issue is not your ISP, then you need to verify your computer or laptop stays on when your jobs are set to run. If your computer is set to go to Sleep or Hibernation after a period of inactivity, try setting your backup job to run at a different time during the day when usage is more likely.

All of the cloud backup space associated with this plan is already in use. As a result, the file or folder with the error listed was not transferred because it would push the amount of data stored beyond the purchased space. To make sure all the data you have set in an Action is backed up when the amount of space for your plan is running out, try trimming the amount of data being backed up in the Actions or lowering the number of days set for data retention. If neither of these are desirable, increase the amount of storage space for the backup account by calling 1-855-439-6642 or emailing support@eyonic.com.

First check that you have set up automatic email notifications for the specific job. See the answer in the Cloud Services tab for instructions on how to check this. Second, check the Junk or SPAM folder in your email service to be sure the email notifications are not being flagged as SPAM. If the emails are caught as SPAM, create a rule to allow emails from Eyonic.com.

All scheduled backup jobs will run automatically if your computer is logged out, however, jobs are not able to run if your computer is in sleep or hibernation mode.

Usually if the disruption in Internet connectivity is less than 10 minutes, the backup process will automatically start running again and will continue from where it left off. If the disruption in Internet connectivity lasts for more than 10 minutes, the backup job session will terminate and the job will run at its next scheduled interval once the Internet connection is restored. Any data transferred before the connection was terminated will still exist.

If a scheduled backup is missed, a backup will run the next time the computer is turned on and connected to the Internet.

To restore a previous version of a file, log into your account, and navigate to the computer name the files will be restored from on the Backups tab. Click on the computer name to expand, then click on the Data icon and make sure you select the date the previous version of the file was backed up under. All backups will be listed with a date and time stamp from the time the backup job ran. Navigate to the file to download, click on the name and you will be prompted to open or save it.

To recover a file that has been deleted off of your client machine, log into your online backup account. Click on the computer name to expand, then click on the Data icon and make sure you select a backup date prior to when you deleted the file from your computer. All backups will be listed with a date and time stamp from the time the backup job ran. Navigate to the file to download, click on the name and you will be prompted to open or save it.

As long as you have backup jobs scheduled and your computer is turned on, your data backup jobs should be running automatically as scheduled. Unless you add or modify many of your files in between jobs, your backup jobs can run and your data usage will barely change so it may appear that they are not running. If you have set up automatic job log email notifications, you can check these to see if your jobs are running correctly. If you do not have automatic job log email notifications turned on, you can log into your cloud backup account and click on History on the Backup section. This will list the job logs for all of your jobs.

During the client software install you are prompted to enter your user account. This account is the email address you signed up with for the cloud services account. Entering this user id is what verifies you as a permitted user and attaches your client machine to your account. If you use anything other than the correct email address, the computer cannot be verified by our servers and you will not be able to verify the computer. Reinstall the client software and be sure to get the email address correct for your user account and the software should update to allow you to verify the computer.

This exception means that when the file backup job ran it could not find the drive listed. In this example the drive letter is D, but it could be any letter of the alphabet on your computer. This usually happens if the external device is not plugged into the computer when the backup job runs, or if the external drive was plugged in and was assigned a different drive letter than when you originally set up the backup action.