Contact Lenovo  
 
Search
 
Home   >  Online Data Backup   > 

Frequently asked questions

1. What is Lenovo Online Data Backup?
2. What platforms does Lenovo Online Data Backup support?
3. How do I know that my data is safe and secure?
4. I'm worried about privacy. How does Lenovo Online Data Backup respect my privacy?
5. Any suggestions on what I should back up?



6. Say something bad happens. How do I restore my data?
7. How often can I restore my data?
8. What is backup, according to Lenovo Online Data Backup?
9. How can I view the status of my backup?
10. Are there any size limits or other constraints to the types of files I can back up?



11. Can I share my backed-up data with another user?
12. I use the free version of Lenovo Online Data Backup, so what happens if I fill up my quota? Is there any way to get more?
13. How many files can I back up?
14. I have LOTS of data. How long will it take to back up?
15. Will it take that long next time?



16. Will Lenovo Online Data Backup back up my entire disk drive? What about my applications and system files?
17. How does Lenovo Online Data Backup keep my data from being lost?
18. What about external drives?
19. Something bad happened! How do I get my files back?
20. I installed or upgraded Lenovo Online Data Backup, but everything stopped working as soon as the installation process was over. What's going on?



21. I keep getting a ConnectionError1—what gives?
22. Does Lenovo Online Data Backup support external or USB drives?
23. I can't find my Program Files or Windows folders in my Configuration. Where are they?
24. My C:\ drive fills up when I run a backup. How do I fix that?
25. Lenovo Online Data Backup has stopped performing backups. What can I do?



26. Is there a limit to what I can back up with Lenovo Online Data Backup Unlimited?
27. I registered, but I never got a confirmation email.
28. How do I reset my password?
29. I don't think Lenovo Online Data Backup is uploading data fast enough.
30. How do I delete old backups?



31. Lenovo Online Data Backup shows a different quota on the website than it does in the client.
32. What happens if I delete a file accidentally?
33. My backup stopped and when I restarted it, it started over again!
34. The "Start Backup" button is grayed out. How do I start my backup?
35. Lenovo Online Data Backup seems to bog down my system. Is there a way to fix this?



36. I think I lost my private encryption key. What should I do now?
37. What if my internet connection disconnects while Lenovo Online Data Backup's backing up? Or what if I shut off my computer in the middle of the backup?

What is Lenovo Online Data Backup?

Lenovo Online Data Backup is a simple, smart, and economical way to protect valuable business data. You simply install the application on your computer, set it up, and then never worry about data loss again.

Specifically, Lenovo Online Data Backup:
  • Is simple to set up
  • Performs backups automatically in the background
  • Encrypts all files on your computer before transfer
  • Performs incremental backups after the initial backup is completed
  • Backs up only files that have changed
  • Backs up open/locked files
Lenovo Online Backup was created in partnership with EMC Corporation, a world wide storage solution company.
Back to top 
 
What platforms does Lenovo Online Data Backup support?

Lenovo Online Data Backup currently supports Windows Vista and XP, preferably with NTFS.

Most Windows Vista and XP users will be using NTFS, unless you upgraded from a previous version of Windows. If you are running Windows with a FAT32 file system, Lenovo Online Data Backup will be unable to back up any files that are opened or locked when the backup is run.
Back to top 
 
How do I know that my data is safe and secure?

Your data is encrypted by AES (Advanced Encryption Standard) with a 256-bit key before it leaves your computer, and then transferred to the servers using 128-bit Secure Socket Layer (SSL) encryption. 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.

You have the option of using a default encryption key or your own private key to encrypt your data. Note that if you use your own private key, you must be very careful about not losing it because if you do, we won't be able to help and you will not be able to restore your data. It's impossible for us to decrypt your data when you use your own key. Most users opt to use a default encryption key that is securely stored with EMC, but the choice is entirely yours. Users have an opportunity to choose their own encryption key during the initial set up process.

As for physical security, the servers are housed in a highly secure data center requiring two different types of authentication to enter. These data centers follow best practices for providing a secure, stable data center environment. These best practices include power and network redundancy, and the ability to reasonably withstand various natural disasters including fire, flood, and earthquake.
Back to top 
 
I'm worried about privacy. How does Lenovo Online Data Backup respect my privacy?

The short answer is: We don't read your data or sell your information to anyone. Please refer to Lenovo’s Privacy statement.
Back to top 
 
Any suggestions on what I should back up?

Lenovo Online Data Backup has several suggestions about what you may want to back up in the Backup Sets tab of the client software itself. You can edit any of these existing backup sets to your liking. We generally recommend that you back up data that is difficult to replace, like office documents, financial records, customer and employee data, e-mail and contacts. You can also create your own custom backup sets based on rules that you create. The old fashioned method of selecting specific files and/or folders is an option as well.

Please keep in mind that Lenovo Online Data Backup is designed to store your documents and personal files and not parts or entire applications and the operating system on your PC. For way to protect your operating system and applications please refer to Lenovo’s Rescue and Recovery application.
Back to top 
 
Say something bad happens. How do I restore my data?

There are three ways to restore your data:

  1. Simply right-click on the file or folder that you want to restore and select "Restore Previous Version." You can then select the version to restore, from the most recent version up to 30 days back.
  2. Restore via the Lenovo Online Data Backup Virtual Drive. You can find this when you open up "My Computer" on your machine and select the Lenovo Online Data Backup icon from the "other" category.
  3. Restore via the web. Go to the Restore page, login and select the computer and time/date you want to restore data from. Here, you are able to select all the data you want to restore.
If you choose the free web restore, it could take a few minutes or a few hours for Lenovo Online Data Backup to prepare the data for you depending on how large the restore is. You will be notified by email when your restore is ready to download. When you get the email, go to your Account page and from there you can download your restored data. You will need to unencrypt the data using the Lenovo Decrypt Tool and your encryption key.
Back to top 
 
How often can I restore my data?

As many times as you need to. Lenovo Online Data Backup users are limited to one restore queued at a time, though multiple files may be requested within the restore.
Back to top 
 
What is backup, according to Lenovo Online Data Backup?

You can think of it in the same way you think of a backup copy of a paper document—that is, if you lose the working copy of the paper document, you go find the backup copy. In other words, the primary copy of your files or data will be maintained as the working copy on your machine.

If you delete the working copy on your machine and then run a backup, Lenovo Online Data Backup will assume that you no longer need a backup copy, since you got rid of the working copy, and will mark the file to be removed from our system in 30 days. (We keep it on file for 30 days, just in case you change your mind.) After 30 days, you cannot get these files back.

If you want Lenovo Online Data Backup to keep the files after they are deleted from your computer, this is referred to as an archiving service and is currently not offered.
Back to top 
 
How can I view the status of my backup?

Double-click on the Lenovo Online Data Backup tray icon. It will give you an idea of how your backup is progressing.
Back to top 
 
Are there any size limits or other constraints to the types of files I can back up?

You can back up pretty much any type or size of file. However, a few operating-system specific files can't be backed up, like the pagefile or prefetch files on Windows.
Back to top 
 
Can I share my backed-up data with another user?

No. Lenovo Online Data Backup is not a file sharing service—it's a backup service. While you can technically give your name and password to someone to access your backups, we strongly advise you not to share your password.
Back to top 
 
I use the free version of Lenovo Online Data Backup, so what happens if I fill up my quota? Is there any way to get more?

If you are using the free version, Lenovo Online Data Backup will stop backing up your data once you reach your quota and the Lenovo Online Data Backup tray icon will be shown in error mode. You can fix this by opening your Lenovo Online Data Backup client and deselecting some items so the amount of data you are backing up falls below your quota.

Lenovo currently offers 5GB of free online backup with every ThinkPad SL system for 90 days. We plan to offer a range of options for those customers who would like to continue online backup service subscription prior to expiration of the free trial term.
Back to top 
 
How many files can I back up?

Lenovo Online Data Backup Free accounts are restricted to 5 GB, but there’s no limit with Lenovo Online Data Backup Unlimited. You can back up as many files as you can fit on your home computer. Just note that the more files you back up, the longer your initial backup will take.
Back to top 
 
I have LOTS of data. How long will it take to back up?

For a typical system on a typical broadband line, Lenovo Online Data Backup backs up data at about 2-4 GB per day. But if left undisturbed on a fast connection, you can back up over 9 GB in a single day.

You may experience faster or slower speeds depending on your connection.
Back to top 
 
Will it take that long next time?

Lenovo Online Data Backup does what are called differential backups, which means that it only backs up portions of your files that have changed since the last time they were backed up. This saves lots of time, bandwidth, and storage space. After your initial backup, subsequent backups are relatively quick, and chances are that you won't even notice them.
Back to top 
 
Will Lenovo Online Data Backup back up my entire disk drive? What about my applications and system files?

Lenovo Online Data Backup was made to back up your most important files (email, contacts, photos, financials, etc.), but not your system and application files, which are easy to restore via Lenovo’s Rescue and Recovery application already present on your new Lenovo notebook or desktop.

Technically, you can back up your applications and system files, but we don't advise this. This is done for what's called a "bare metal restore," which is not what Lenovo Online Data Backup was designed to do. Typically, if your computer dies, you get new hardware and attempting to just image your new computer with your old disk image via Lenovo Online Data Backup (or any other backup application for that matter) is a tricky endeavor. It's not something we recommend or support.

In order to provide you with support for your applications and operating system restore functions, every Lenovo ThinkPad notebook and desktop comes with free Rescue and Recovery solution as part of Lenovo’s ThinkVantage (TVT) suite of products. For more information please click here.
Back to top 
 
How does Lenovo Online Data Backup keep my data from being lost?

We utilize a proprietary protection mechanism based on a complex encoding structure to ensure that your data is safe, even in the event of multiple hardware failures.
Back to top 
 
What about external drives?

Lenovo Online Data Backup does support most types of external drives (excluding thumb drives), but only if Windows sees your external drive as "fixed." Please note that if you unplug or turn off your drive while your computer is running, Lenovo Online Data Backup will see that the files are gone and deselect them from your backup.
Back to top 
 
Something bad happened! How do I get my files back?

To restore your files:
  1. Go to www.lenovo.com/protectmydata and log in.
  2. Select the computer the files are on from the displayed list.
  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.
  7. For web restores, you'll get an email with a link to your files in a zip or self-extracting .exe file.
  8. Download the file and save the file to your desktop.
  9. Use the Lenovo Decrypt Tool to enter in your encryption key and extract and decrypt your files to your desktop.
Back to top 
 
I installed or upgraded Lenovo Online Data Backup, but everything stopped working as soon as the installation process was over. What's going on?

On rare occasions, anti-virus software will incorrectly detect the Lenovo Online Data Backup software as a virus and will delete the Lenovo Online Data Backup.sys and Lenovo Online Data Backup.flt files, which render Lenovo Online Data Backup 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 Lenovo Online Data Backup client, a message will pop up prompting you to delete, quarantine, or ignore the "virus" (Lenovo Online Data Backup) found. You must choose "ignore" for Lenovo Online Data Backup to function.

We are currently working with Avast to correct this problem, and an upcoming Avast release should resolve the issue and remove Lenovo Online Data Backup from their blacklist. If you have already encountered this error and chose to delete the Lenovo Online Data Backup files through Avast, please wait for their update shortly to correct the issue.
Back to top 
 
I keep getting a ConnectionError1—what gives?

This is most likely a firewall problem. You can verify this by temporarily disabling your firewall and trying to perform a backup. If Lenovo Online Data Backup is able to back up when you firewall is disabled, then you've confirmed that it's a firewall problem. If Lenovo Online Data Backup still gives ConnectionError1 errors, then something else is wrong and you should contact Lenovo support.
Back to top 
 
Does Lenovo Online Data Backup support external or USB drives?

Lenovo Online Data Backup will only back up external hard drives that register themselves with Windows as "fixed" drives.

Please note that if you unplug or turn off your drive while your computer is running, Lenovo Online Data Backup will see that the files are gone and delete them from your backup.
Back to top 
 
I can't find my Program Files or Windows folders in my Configuration. Where are they?

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 Lenovo Online Data Backup 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. Lenovo Online Data Backup 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.
Back to top 
 
My C:\ drive fills up when I run a backup. How do I fix that?

Lenovo Online Data Backup 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 Lenovo Online Data Backup encodes more than one file at a time.

If you have another drive that has enough free space to run Lenovo Online Data Backup on it, then you can switch the location in which Lenovo Online Data Backup places its temporary files. Here's what you can do:
  1. Create a new folder in the new drive for temp files. For example D:\temp\.
  2. Then, click "Start," right click "My Computer," and click "Properties."
  3. Click the "Advanced" tab and then "Environment Variables..."
  4. Scroll down under "System Variables," click "TEMP," and click "Edit..."
  5. Change "Variable Value" to the desired path. Ex: D:\temp\ and click "OK."
  6. Click "TMP" and repeat the same process mentioned in steps 5 and 6.
  7. Click "OK" again to close the "System Properties" window and then restart for the changes to take effect.
Lenovo Online Data Backup's temporary files will now be stored in the new location you chose.
Back to top 
 
Lenovo Online Data Backup has stopped performing backups. What can I do?

First, make sure that Lenovo Online Data Backup is not suspended.

Right-click on the Lenovo Online Data Backup 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 Lenovo Online Data Backup should begin to work again.

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

Right-click on the Lenovo Online Data Backup 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.
Back to top 
 
Is there a limit to what I can back up with Lenovo Online Data Backup Unlimited?

No. We weren't kidding when we named it Lenovo Online Data Backup 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.
Back to top 
 
I registered, but I never got a confirmation email.

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.
Back to top 
 
How do I reset my password?

You can reset your password by logging onto your account at www.lenovo.com/protectmydata.
Back to top 
 
I don't think Lenovo Online Data Backup is uploading data fast enough.

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. The "upload" part of the test is what matters for Lenovo Online Data Backup usage.
Back to top 
 
How do I delete old backups?

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 Lenovo Online Data Backup 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.
Back to top 
 
Lenovo Online Data Backup shows a different quota on the website than it does in the client.

This usually means that the Lenovo Online Data Backup 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 Lenovo Online Data Backup Servers during this process, it'll update the quota value in the Lenovo Online Data Backup Client.
Back to top 
 
What happens if I delete a file accidentally?

When you delete a file it is removed from your configuration and marked for deletion. Lenovo Online Data Backup 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.
Back to top 
 
My backup stopped and when I restarted it, it started over again!

Lenovo Online Data Backup 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 Lenovo Online Data Backup backup, it calculates what it has to back up and then commences from 0% of what it has left to do completed.
Back to top 
 
The "Start Backup" button is grayed out. How do I start my backup?

The "Start Backup" button is usually only grayed out when there is a problem with the Lenovo Online Data Backup 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 "Lenovo Online Backup service" and hit Enter.
  4. In the command prompt, type: net start "Lenovo Online Backup service" and hit Enter.
Now have a look to see if the button is still gray.
Back to top 
 
Lenovo Online Data Backup seems to bog down my system. Is there a way to fix this?

There are two places you can tell Lenovo Online Data Backup 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 Lenovo Online Data Backup window (it comes up when you double click the Lenovo Online Data Backup 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 Lenovo Online Data Backup here.
Back to top 
 
I think I lost my private encryption key. What should I do now?

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 Lenovo Online Data

Backup account and delete your computer from the account and reinstall Lenovo Online Data Backup on your machine. Remember to choose a private encryption key that you will not forget, or use Lenovo Online Data Backup’s own encryption key. You will need to do a full backup of all your data since the machine will be "new" to Lenovo Online Data Backup. Note that your user account settings, quota, credits, and preferences will remain the same.
Back to top 
 
What if my internet connection disconnects while Lenovo Online Data Backup's backing up? Or what if I shut off my computer in the middle of the backup?

That's not a problem. Lenovo Online Data Backup will just continue where it left off next time you are online.
Back to top 
 
Email this pageEmail this pagePrint this pagePrint this page

NEW WORLD.NEW THINKING.
    Site map     Terms of use Privacy Contact(Kontak) Jobs at Lenovo