Tami Sutcliffe
tsutcliffe@axcient.com

Tami activity

14 Articles Written Last Month

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Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD- Veeam VMware #4] Access the VMware Host

     Return to the  VMware Continuity Cloud Guide - Axcient BDR for Veeam  SECTION 4: ACCESS THE VMWARE HOST Management of your restored VMs is done through the VMware vCenter console. Please use the link below to access vCenter and log in using your AD credentials. (Example: AD\TestPartner) https://vcenter.slc.efscloud.net/vsphere-client/?csp This ...

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Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - ShadowProtect - Method for Legacy ShadowProtect Accounts

NOTE: This method is for legacy ShadowProtect accounts only (accounts which use the Online Backup Manager to encrypt and then transfer the ShadowProtect images to the Axcient cloud.) This method is not appropriate for ShadowProtect Cloud accounts. When you use Axcient's Online Backup File Manager to decrypt your backed up ShadowProtect data, communi...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How to read Onboarding backup status messages - x360Cloud

x360Cloud's Onboarding backup status message helps clarify when initial backups are normally completing their expected onboarding cycle. x360Cloud's backup status reports differentiate between the initial backup (also known as the base image, when created for the first time) and regular incremental backups (which are covered by the ‘one successful b...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Quickstart Deployment Guide - x360Recover

This x360Recover Quickstart Deployment Guide covers the following topics:  Create a customer and location within the x360RecoverLicensing Portal Provision the appliance Login and configure settings  Configure other settings  Deploy agents Add a vault Configure monitoring Key references for more information Click here to link to the x360Recover Quick...

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Updated September 14th, 2021 by Tami Sutcliffe

Fusion Guides

Fusion Recovery Guide [PDF ] Axcient Virtual Manager (AVM) Technical Overview [ PDF ] Fusion Compatibility Matrix [ PDF ] Fusion Frequently Asked Questions [ PDF ] Fusion Web Application User Guide [ PDF ] Fusion Protection Guide [ PDF ] Fusion Troubleshooting Guide [ PDF ]...

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Updated August 17th, 2021 by Tami Sutcliffe

How to identify hard drives in the storage pool - How to determine hard drive slot location in ZFS - x360Recover

This article describes how to identify the hard drive slot location in ZFS.  To locate a particular drive serial number: In this example we are looking for the serial number of /sdc  substitute the drive letter with the one you are search for such as /sdb or /sdf Log in as root. Type: hdparm -i /dev/sdc. The output will give you the hard drive seria...

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Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I create new customers and accounts?

Overview This article will describe how to use the web portal to create new customers, new parent accounts, and new sub-accounts. Please  click here  for an overview of the web portal. For each of your customers, you will want to create one parent account and several sub-accounts. (Actually, you will need exactly one parent account per service plan ...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I backup Oracle databases?

Overview We support backup of Oracle10gR2 databases via the flash recovery area (new to release 2 of Oracle 10g). For older versions of Oracle you can use one of the following techniques: Use Volume Shadow Copy and and the backup mode for Oracle tablespaces for live database backups Use Volume Shadow Copy and temporarily shutdown Oracle (1-2 minutes...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to Find a Customer ID (CID)

You may see various configuration instructions and other Axcient documentation which refers to a "CID" or "Customer ID".  The CID is one reference point available in the Web Portal when reviewing the Account Center or the Account List.  Where to find a CID Log into the Web Portal You can use two methods to locate the CID: 1. Account Center (Visual V...

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Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - Veeam [Hyper-V #2] Import/Decrypt Backup Copy Jobs

Return to the   Hyper-V Continuity Cloud Guide - Axcient BDR for Veeam  SECTION 2: IMPORT/DECRYPT THE BACKUP COPY JOB   In Section 2, you will import and decrypt your backup copy job. This is done through Veeam Backup & Replication installed on your assigned Continuity Cloud node. Click the Backup & Replication tab on the left, and select th...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

WebDAV limitations and known issues - x360Sync

Overview x360Sync supports Web Distributed Authoring and Versioning (WebDAV), which is an extension of the HTTP protocol. WebDAV is another way for end users to view and edit files—both personal and through team shares—located in the cloud. While WebDAV can provide a number of benefits for an organization, it is important to note that WebDAV is an e...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

What Are Axcient Status Updates?

We have created an Axcient status page to provide you with better visibility into the current state of Axcient services.      To check the status of all Axcient services, please click here: https://status.axcient.com  You can use this status page to:  View scheduled maintenance impacting x360Sync, x360Cloud and x360Recover Learn about active ‘incide...

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Updated July 14th, 2021 by Tami Sutcliffe

Custom NTP server configuration - x360Recover

By default, x360Recover synchronizes time with a set of global public NTP server sources. This works well 99% of the time, but security policy or firewall rules at some customer sites may mandate that a local time source must be configured. How to customize NTP Settings Time servers are configured in the file Log in to the console of your x360Recove...

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Updated October 26th, 2021 by Tami Sutcliffe

Sep 21 2021 - Manager (RMC) v 4.8 - Release Notes

  Version:     x360Recover Manager (RMC)  v4.8   Release Date:     September 21, 2021  x360Recover Replibit and Direct-to-Cloud (D2C) Fixed an issue with virtual office runbook creation that was preventing users from creating runbooks with more than two BDR services Enhancements and Bug fixes  Improved page loading speed on the organization dashboar...

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Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2016e] Online Backup Manager Release #: v3.14

Online Backup Manager Release #:  v3.14 Release Date:  Week of 6/20/2016 BDR for ShadowProtect Machine list creation.  The OBM now creates a list of all machines backed up to the Axcient cloud (locally and to a network destination),  plus any machines that are replicated to the Axcient cloud using ImageManager iFTP.  Backed-up machines can be viewed...

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Updated July 9th, 2021 by Tami Sutcliffe

Jan 2020 - v 8.2.0 - Networking 2.0 - Release Notes x360Recover BDR

Features Available with Networking 2.0 With the release ofx360Recover 8.2.0,  the network stack has been completely rewritten to provide additional features and capabilities. Networking has undergone a major update, eliminating Ubuntu Network Manager.  Live Mode VM Live mode virtual machines now coexist on a shared bridge interface with the applianc...

1 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

How to virtualize a protected system with 4K Advanced Format disk volumes - x360Recover

Overview x360Recover 10.7.0 now supports a simple automated mechanism for booting a protected system with native 4K Advanced Format disk volumes Previous releases required a complicated manual driver installation process for these drives. What is a 4K Advanced Format disk? Until relatively recently, all computer disk drives were manufactured with 51...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD- Veeam [VMware #2] Import Backup Copy Job

     Return to the  VMware Continuity Cloud Guide - Axcient BDR for Veeam  SECTION 2: IMPORT AND DECRYPT THE BACKUP COPY JOB In Section 2, you will import and decrypt your backup copy job. This is done through Veeam Backup & Replication installed on your assigned VMware recovery environment. Log into the VMware recovery environment using the sam...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2017a] Online Backup Manager Release #: 3.19.57

 Online Backup Manager Release #:  3.19.57   Download Release Date:  Week of 02/20/2017                                                                                          Auto Update as Minor Version Release Date:  02/27/2017 OBM version 3.19.57 was released for manual download only (through the Axcient backup portal) on 2/23/2017.   This rele...

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Updated July 9th, 2021 by Tami Sutcliffe

Nov 05 2020 - v 2.35.0 - Release Notes x360Cloud

     Version      2.35.0      When      November 5, 2020      Goals Improve backup status information for organization accounts on Reports Fix issues reported by users   Improvements New filter for the organization Reports page: Filter users\sites\drives In  version 2.28, we added backup status and troubleshooting details for organization accounts l...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Create reports - x360Sync

Overview With reports, you can track various activities within the system, and export the report to your local machine.  You can also set up recurring reports. Use the Reports page in the administrative web portal to generate these reports. Use Case Reports can be used to help monitor important events, or even support billing tasks. For example, you...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - Veeam VMware

Using the Axcient Continuity Cloud for Veeam, you can access fast off-site virtualization of your replicated VMware servers.  This Axcient BDR for Veeam VMware Continuity Cloud Guide describes how to use your Continuity Cloud Node to import a backup copy job and restore your entire VM to the Axcient Continuity Cloud environment using Veeam Backup &a...

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Updated July 16th, 2021 by Tami Sutcliffe

Aug 04 2020 - v 1.31.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.31.0       When       August 4, 2020 Log in here: New Features  Support for case attachments  Extend support for Clone Case fields  Improvements UI updates for making the  Create New button primary/colored, and updating the follow-up to be more intuitively aligned with issue not resolved Spotlight u...

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Updated July 27th, 2021 by Tami Sutcliffe

Set passwords that do not expire - x360Cloud

Many organizations have password expiration policies. If the Microsoft 365 password of the credentialed x360Cloud administrator expires, x360Cloud backups cannot take place. So it may be beneficial to set the password not to expire.  NOTE: Only user account passwords that aren’t synchronized through directory synchronization can be set to never expi...

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Updated October 4th, 2021 by Tami Sutcliffe

Start the Virtual Firewall

Step 1. To start the virtual firewall, click the Hyper-V Manager icon on the desktop. Step 2. Next, highlight the Virtual Firewall VM, click Start and then click Connect. The virtual firewall will take about 60 seconds to boot.  Step 3. Close the VirtualBox Manager GUI, but do not close the window for the Virtual Firewall VM itself: Need more help? ...

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Updated November 24th, 2021 by Tami Sutcliffe

Nov 25 2021 - Manager (RMC) v 4.13 - Release Notes

  Version:     x360Recover RMC v4.13   Release Date:     November 25 2021  Enhancements and bug fixes x360Recover Replibit and Direct-to-Cloud (D2C) AutoVerify - Fixed a bug showing empty results Local Cache - Display the status and health of local cache for vaults and appliances Client Management - Now have the ability to delete decommissioned Repl...

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Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I backup SharePoint?

Overview  Microsoft SharePoint stores its information in several types of Microsoft SQL Server databases: configuration database, content databases, databases for Shared Services Providers (SSPs), search databases for SSPs, and search databases. Backing up SharePoint is as simple as backing up the SQL databases that contain the SharePoint data. Perf...

5 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

How to install on a Windows server - x360Sync

Overview Before you run the x360Sync Server Setup Wizard, it is important to plan your environment and ensure that your system meets all requirements. Note: The minimum hard disk size should be 80GB. (x360Sync install requires 350 MB). For a complete list of system requirements, please reference x360Sync System Requirements Installing x360Sync on a ...

1 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

Best practices for x360Sync administrators

This guide highlights important best practices to guide you as you create and manage organizations and support end users.  Best Practice 1: Limit access to the master organization When you first log in to the administrative web portal, you will only see one organization in the left-hand Organization navigation bar. This is the master organization. T...

7 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - OBM Reports

Click for the View Reports Video...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - Restored device cannot join domain (password problem)

Problem: A restored device cannot join the domain due to a password issue. Cause: Windows requires that machine account passwords be changed every 30 days by default, and the passwords saved on the device and on the domain controller must match for a device to join a domain. If you restore (VM or BMR) a device image from an earlier date than the mos...

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Updated October 25th, 2021 by Tami Sutcliffe

5b. Access remote replication using RDWeb

  [Return  to INDEX:] 1. Log in with the AD credential provided to you via an email from Axcient Support.  After you successfully login to the Application Gateway, you will see a list of Remote Apps and Desktops you are currently assigned. Note: Depending on the service offerings you receive from Axcient, you may have more than one choice. Most part...

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Updated August 17th, 2021 by Tami Sutcliffe

VM cannot access network when nested inside of VMWare ESX - x360Recover

ISSUE VM cannot access network when nested inside of VMWare ESX SOLUTION When running a Windows server in Live Mode as a x360Recover KVM VM inside of VMWare ESX 5.1 (nested virtualization), configure the virtual switch to allow proper network access. Set the VMware vSwitch "Promiscuous-Mode" to accept.       SUPPORT  | 720-204-4500 | 800-352-0248 To...

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Updated August 16th, 2021 by Tami Sutcliffe

How to perform a Hyper-V recovery - x360Recover

You may elect to perform a Bare Metal Recovery. Alternatively, you can perform a VMWare recovery, or a Hyper-V recovery, as outlined below. Hyper-V NFS Recovery In a Hyper-V environment, it is NOT possible to utilize the NFS Export feature of the Axcient x360Recover appliance or vault as a temporary data-store when the underlying storage of the host...

4 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Resolve a File Sync warning - x360Sync

Overview The desktop client generates file sync warnings to alert end users of potential problems with the file sync process. Each warning provides an automated resolution option.  Best Practices Best Practice: While end users are primarily responsible for viewing and resolving their own warnings, you can help them monitor these important events. x3...

3 min reading time
Updated November 1st, 2021 by Tami Sutcliffe

Agent Disk I/O Throttling - x360Recover

Disk I/O Throttling  This feature is present in x360Recover Agent 2.23 and newer. Agent 2.27 now supports a new configuration file option NETWORK_MBPS=xx.x.  The x360Recover agent now includes a simple mechanism for limiting storage disk I/O throughput in order to prevent the agent from adversely affecting performance of the protected system. This f...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Rapid Recovery 6.x - Encryption key status unlocked on Source core

Rapid Recovery 6 Encryption key status unlocked on Source core Issue: On the local source core, the encryption key shows as unlocked. Attempting to set encryption to locked fails if any agents are using the key in Universal mode.  Resolution: An encryption key is always unlocked on the Source Core, where it was generated. This is so the Core can per...

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Updated September 21st, 2021 by Tami Sutcliffe

Jun 2021 - v 1.60.3 - Release Notes x360Portal

June 2021 - Release Notes - x360Portal     Component      x360Portal      Versions      1.60.3        When      June 2021 Log in here: Bug fixes Status message missing when attempting to add a comment to a case Updated validation message on phone number fields User menu not dismissing at-from setting tabs  SUPPORT  | 720-204-4500 | 800-352-0248 Cont...

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Updated July 20th, 2021 by Tami Sutcliffe

BRC - Release Notes (RMC, AxCloud, AxOS)

Axcient RMC Release Notes AxCloud Release Notes Axcient Appliance UI - UMC Axcient RMC 4.2 Axcient RMC 4.0.1 [ PDF ] Axcient RMC 4.0 [ PDF ] Axcient RMC 3.8.3 [PDF ] Axcient RMC 3.8.1 [PDF] Axcient RMC 3.8 [PDF] Axcient RMC 3.7 [PDF] Axcient RMC 3.6.1 [PDF] Axcient RMC 3.6 [PDF] Axcient RMC 3.5 [PDF] Axcient RMC 3.4 [ PDF] Axcient RMC 3.3 [ PDF] Axc...

1 min reading time
Updated November 4th, 2021 by Tami Sutcliffe

How to migrate from BRC hardware to x360Recover

Overview  You have choices when you migrate This guide summarizes the methods you can choose when migrating existing Axcient BRC clients and appliances to x360Recover. There are several  practical and technical considerations to review when you decide to migrate between these platforms. This article will provide links to guided instructions describi...

9 min reading time
Updated October 6th, 2021 by Tami Sutcliffe

Download and install the D2C agent - x360Recover

Direct-to-Cloud Agent Installation Guide [ 29 pp. PDF] Complete instructions After you log into the vault, you can begin to download and install the Direct-to-Cloud (D2C) agent software on protected systems. Role of the agent The agent is software installed on a protected system.  The agent performs the backup and sends the backup data to the vault....

2 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

Administrator Toolkit - x360Sync

As an Axcient x360Sync partner, you have access to the only File Sync and Share tool built from the ground up for MSPs and IT service providers. Your end users benefit from a seamless user experience and secure collaboration options; you gain peace-of-mind knowing that data is protected and secure.  This landing page can be used as a quick Table of ...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Version 2.7.1 - Known issues

Release notes for 2.7.1 Issue #1 Summary  If the SyncedTool for Desktop does not have permission to write into a destination folder, no warning message is provided to the user. Prerequisite for the issue to occur: A folder is mapped using the File Server Enablement feature.  When a user performs the following actions: Creates a new folder Changes th...

3 min reading time
Updated November 8th, 2021 by Tami Sutcliffe

Integrate ConnectWise with Backup for Files

ConnectWise Manage PSA (ConnectWise) is business automation software that helps IT service providers efficiently manage all aspects of their business. ConnectWise is provided as a web application combined with a rich desktop or mobile client. The Axcient Backup for Files Portal (previously called the Axcient Web Portal) can be configured to push inf...

13 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Troubleshoot desktop client registration issues - x360Sync

Overview In some instances, you might experience issues registering desktop clients. Instructions  First, on your server, launch Services. In the Services window, make sure that the server service is running on your server machine. If it is, log in as an administrator to check the hostname field. It should match the IP address of the server machine,...

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Updated July 8th, 2021 by Tami Sutcliffe

Apr 14 2021 - v 2.56.0 - Release Notes x360Cloud

     Version      2.56.0       When      April 14, 2021      Goals Improve OneDrive folder search UX Fix issues reported by users Improvements OneDrive search options:  Narrow a search to OneDrive folders x360Cloud performs searches across all possible data types backed up in the system. When searching for OneDrive folders specifically, users had to...

0 min reading time
Updated August 2nd, 2021 by Tami Sutcliffe

Thin Client Overview - x360Sync

What is the x360Sync Thin Client?  Before Thin Client, x360Sync kept a local copy of your files in sync with the cloud. Users chose which files to store locally through selective sync, and which to keep cloud-only.  However, as data and file counts grow, the storage footprint to keep that data synced locally also grows – consuming an increasingly la...

3 min reading time
Updated May 7th, 2021 by Tami Sutcliffe

Apr 29 2021 - v 2.58.0 - Release Notes x360Cloud

     Version      2.58.0       When SLC:  April 28, 2021 AMS: April 29, 2021      Goals      Fix issues reported by users   Fixes Fixes for customer escalations and markup issues. Known issues  Smart Search shows incorrect results for mail when using Filter by Collection Descriptions for some issues and backup progress are not shown in the container...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Jun 11 2020 - v 1.27.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.27.0       When       June 11, 2020 Log in here: Features Incremental improvements toward a future feature that's flagged off for now.     CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sign up for free one-on-one training. Please contact your Partne...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Permissions roles - x360Portal

"Accountant" permissions role You can now assign an Accountant permissions role to employees who manage your x360Portal billing tools. A user assigned to the Accountant permissions role has the same access as a Basic user, with the addition of having the ability to manage billing. How to change a existing user's permission role 1. To change an exist...

0 min reading time
Updated April 26th, 2021 by Tami Sutcliffe

Apr 26 2021 - v 2.57.0 - Release Notes x360Cloud

Version      2.57.0       When  SLC:  April 22, 2021 AMS: April 26, 2021      Goals Improve backup status reporting for containers in onboarding Fix issues reported by users Updates: Microsoft billable SKUs/license types  At Axcient, our goal is to ensure your partner experience is simple and consolidated. Partner feedback indicates that we can achi...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to determine space used by each client on the Veeam cloud

Log into the appgw portal and launch the Veeam application. Go to the Cloud Connect Section. Find the menu option for Backup Storage and click the arrow next to it to expand it. Select Default Backup Repository. (This is the default name, so it will have a different name if the repository was modified.) The right pane will show all of the tenants, t...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD- Veeam [VMware #1] Setup Axcient Continuity Cloud

     Return to the  VMware Continuity Cloud Guide - Axcient BDR for Veeam  SECTION 1: SETUP THE AXCIENT  CONTINUITY CLOUD  In Section 1, you will configure Veeam Backup & Replication to use your assigned VMware Continuity Cloud host. You will begin by logging into the VMware recovery environment that is provisioned for your account.    To access...

1 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Glossary - x360Sync

A  activity alert Activity alerts are system-generated notifications that can be configured to inform anyone of important events. These alerts are configured by administrators in the Activity tab of the administrative web portal, and are delivered through email, text message, or an integrated PSA system. Activity Log The Activity Log is a section of...

18 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Dec 09 2020 - v 2.40.0 - Release Notes x360Cloud

     Version      2.40.0       When      December 9, 2020      Goals Fix issues reported by users   Improvements View time since onboarding started for a user, site or drive  In version 2.39.0,  we improved visibility for containers in the Onboarding status, by showing the time since onboarding started for a specific container. This container-specif...

1 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

May 13 2020 - v 2.10.0 - Release Notes x360Cloud

     Version      2.10.0      When USDC: May 13 2020 at  3 a.m. MST \10 a.m. CET (11 a.m. UA)  AMS:   May 13 2020 at 12 p.m. MST  \ 8 p.m. CET      Goals      To fix issues reported by users Updates  In the new x360Cloud UI, the Change global admin password link was removed. This is to encourage switching to the new version of Microsoft 365 connecto...

0 min reading time
Updated October 20th, 2021 by Tami Sutcliffe

Wipe a machine remotely- x360Sync

You can wipe (or "unlink") a machine from a user account, which is helpful in the event of a lost or stolen device.  NOTE: The remote wipe process will not initiate while the desktop client is offline. When the desktop client comes back online, it will then complete the remote wipe process. 1. In the Machines tab, click to expand the appropriate mac...

0 min reading time
Updated September 29th, 2021 by Tami Sutcliffe

Firewall ports (outbound)- x360Recover

Common Requirements: All devices All x360Recover devices must be able to communicate with the following destinations and ports:   x360Recover License Portal TCP/443 (https) - Used to access API endpoints URL: licensing.replibit.com IP: 198.73.17.63   Cloud Key Management Services TCP/443 (https) – Used to access API endpoints  URL: appliances.efsclo...

2 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to use VirtIO in a Virtual Machine - x360Recover

Enabling VirtIO for a running Virtual Machine replaces the emulated IDE mode disk storage system with a paravirtual SCSI mode storage controller.  Using paravirtual storage drivers improves disk I/O considerably for the guest operating system and also allows for more than four disk storage devices.  When enabling VirtIO in Test Mode, the changes wil...

4 min reading time
Updated August 4th, 2021 by Tami Sutcliffe

Billing Overview - x360Recover

Flexible billing model  x360Recover has a flexible billing model, providing several licensing possibilities:  Appliance-based license billing: Appliance-based billing allows licenses on a per-device basis, with servers or workstations as end points at different prices. Direct-to-Cloud (D2C) billing:D2C delivers the full-featured backup of traditiona...

4 min reading time
Updated May 16th, 2021 by Tami Sutcliffe

Create administrative users and assign security roles - Backup for Files

Overview This article reviews the steps to create a new administrative user and assign a security role. Steps required 1. Log into the Axcient Portal located at https://backup.securewebportal.net/ 2. Select Account Center (Visual View)in the Accounts main menu bar option. 3. Click the New Account Wizard button on the top left under the Home button o...

3 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How to navigate your Reseller Portal - x360Cloud

x360Cloud user guide As a new x360Cloud partner, you will be given access to the Reseller Portal that helps you manage all your x360Cloud clients in one centralized web interface.  The x360Cloud Reseller Portal is used to perform administrative tasks for all your clients. For example, you can: View a summary of system statistics on the Dashboard Cre...

1 min reading time
Updated July 30th, 2021 by Tami Sutcliffe

Create Share Links as an end user - x360Sync

Overview Share links allow you to share a direct link to a file or folder to internal or external users.  You can send a public share or a secure share. Secure shares require each recipient to log in with their own unique login credentials. If you send a secure share to a recipient outside of your organization, the system will automatically create a...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - How to create an archive

Retention policies enforce the periods for which backups are stored on short-term (fast and expensive) media. Sometimes certain business and technical requirements mandate extended retention of these backups, but use of fast storage is cost prohibitive. Therefore, this requirement creates a need for long-term (slow and cheap) storage. Businesses oft...

1 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Perform p2v into ESXi - x360Recover

x360Recover can backup both physical and virtual servers, and can export ESXi-compatible VMDK images. If a VM already exists on the ESXi host, doing a regular VMDK export and replacing the VMDKs on the ESXi host remains the best option for recovery.  This has caused some people to believe, incorrectly, that x360Recover should always be the primary m...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Backup failure due to Microsoft SQL Server VSS Writer in a failed state after updating Microsoft Azure AD Connect

a. Impacted Products: x360Recover BDR for Veeam Backup for Files BDR for Shadow Protect  b. Symptoms: Backups fail to complete with errors due to failure to create VSS snapshots. Event ID 8229 is recorded in the Application Log with error 0x800423f4 c. Description A recent update to the Microsoft Azure AD Connect Agent can cause the Microsoft SQL VS...

0 min reading time
Updated September 22nd, 2021 by Tami Sutcliffe

Default vs. advanced configuration on a new BDR appliance - x360Recover

What are my choices when I configure my new x360Recover BDR appliance? When you purchase or  lease a new x360Recover appliance on the Licensing Portal , you will select either a Default Configuration or an Advanced Configuration:  Note: Each x360Recover BDR appliance ships with a user-friendly Quick Start guide describing how to connect to the netwo...

1 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Configure NTP server to maintain time on appliance - x360Recover

Log into the Linux Console as Root. Enter a command similar to the examples below : ntpdate pool.ntp.org ntpdate ntp.ubuntu.com   SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sign up for free one-on-one training. Please contact your Partner Success Manager or  Support  if you have specific technical questio...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

What is a root? - x360Sync

Overview A root is a bucket to hold data; every type of data lives within a root.   Only top level folders are roots (e.g., Sync Folder (Personal root), Team Share Folders, Backup Folder). Root Types The system includes three types of roots: A Personal root—directory that is created when a user account is generated in the system.  This directory con...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Rapid Recovery 6.2 - How to disable warnings for agent for encryption over data transport

Rapid Recovery 6.2 Disabling Warnings for Agent for Encryption over Data Transport Issue: On a source core running 6.2 or later, protecting an agent on 6.1.3 or prior triggers an error for encryption over data transport in the GUI. This function is available only on versions later than 6.1.3. Solution: To turn off encryption warning for pre-6.2 agen...

0 min reading time
Updated July 31st, 2021 by Tami Sutcliffe

Log in - x360Portal

Welcome to the x360Portal User Guide This is a self-guided manual to walk through features and functionality for x360Portal.  For a more hands-on learning experience, the two-part x360Portal Certification course  provides an overview of key features in the x360 Portal, including navigation options, billing, resources, and tools.   The estimated comp...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Dec 2020 - Synced Tool for iOS v 4.17 Release Notes - x360Sync

Component      Synced Tool for iOS  Version      4.17 When      December 8 2020   New feature Team Shares section  We recognized that displaying Team Shares folders as if they were inside of user files was causing user confusion and creating obstacles when users tried to find content. As part of x360Sync Synced Tool 4.10 for Android, we extracted Te...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Oct 2020 - Agent 2.26 - Release Notes x360Recover BDR

 x360Recover Agent Release Information  Agent Version:      v.2.26  Release Date(s):      Targeted release starting October 20, 2020   Release Overview x360Recover Agent 2.26 is a feature release. The primary focus of this release is to provide support for performing backups directly to cloud vaults and streamlining the performance of backups.  See ...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Jul 09 2020 - v 1.29.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.29.0       When       July 9, 2020 Log in here: New Features  Incremental improvements toward a future feature that's flagged off for now     CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sign up for free one-on-one training. Please contact your Par...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to check total data usage including any temporary transaction files

In order to check the total data usage on an Axcient appliance, do the following:  1. Log into the Unified Management Console of the target device in one of the following ways: Click the Login button in the Service Details page of the target device in the Web App. Enter the IP address of the appliance in the URL bar of a preferred browser. 2. Click ...

0 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

How to change the backup retention settings of a protected system - x360Recover

For complete details on retention cleanups, see Snapshot retention settings Backup retention controls how long recovery points will be retained on the device before being automatically purged.  There are two modes of backup retention: Basic and Tiered. Basic Retention mode retains all snapshots for the specified number of days. Snapshots older than ...

2 min reading time
Updated November 24th, 2021 by Tami Sutcliffe

Nov 10 2021 - Manager (RMC) v 4.12 - Release Notes

  Version:     x360Recover RMC v4.12  Release Date:     November 10 2021  Enhancements and bug fixes   x360Recover Replibit and Direct-to-Cloud (D2C) Lockdown mode : All newly-added vaults and appliances automatically have lockdown enabled SSO histories (for vaults and appliances) are captured in the auditor logs Fixed minor bug with backup policy f...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Choose a password - x360Portal

Password Requirements for the x360Portal must be at least 10 characters  must contain an uppercase letter AND lowercase letter  must contain a number  must contain a special symbol (!,$,#,%) ...

0 min reading time
Updated August 13th, 2021 by Tami Sutcliffe

System requirements - x360Sync

Agent operating systems The x360Sync Thin Client is compatible with the following operating systems:     Microsoft Windows    Windows 10   The x360Sync desktop client is compatible with the following operating systems:     Microsoft Windows    macOS    Windows 2019 Server    Catalina v.10.15    Windows 2016 Server    Mojave v.10.14    Windows 2012 S...

2 min reading time
Updated July 5th, 2021 by Tami Sutcliffe

End User License Agreement - x360Recover - BDR - FAQs

x360Recover Agent End User License Agreemen t x360Recover Appliance End User License Agreement Last Updated June 2019   ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to turn off notifications for accounts not configured for backups

OVERVIEW: This KB shows you how to turn off email notifications sent to administrative accounts that are not configured to do backups. By default, all accounts are created with notifications turned on. If you are setting up an account that is not for backups and will only be used to monitor other accounts (like a Partner Senior Manager account) or i...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Will my Exchange Server transaction logs automatically be truncated after backup?

Answer By default it will truncate your Exchange Server 2003 transaction logs after a completely successful backup. Details The product is designed to work very well with Exchange Server 2003 running on Server 2003 (including Small Business Server). Axcient uses the Volume Shadow Copy Service (VSS) to safely perform hot backups of Exchange databases...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I restore Oracle databases?

Overview The specific restore procedure depends on which technique you were using to backup your Oracle databases. The general procedure is the same in each instance: restore the data files using the file manager wizard, and then use the Oracle tools to restore your databases. Instructions Flash Recovery Area Method (Oracle10g Release 2 only): First...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Schedule reports in the GMP - x360Recover

With the release of x360Recover 8.2.0,  you can customize report delivery from within the Global Management Portal (GMP). You can select from a variety of partner- and customer-facing report types and have those reports delivered via email on the daily, weekly, or monthly schedule you choose. Configure the Email Delivery Settings  To configure the r...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - Unable to RDP in to a virtualized device

Problem: Despite successfully establishing a VPN or site-to-site VPN connection to the Virtual Office, the user is unable to use the Remote Desktop Protocol (RDP) to access a virtualized device. Cause:  Remote Access was not enabled on the device for the selected recovery point.  Solution: RDP is the only method by which the user can access virtuali...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to back up Google Workspace User Accounts automatically - x360Cloud

After you configure service information for a client account, you can specify the end user accounts that will be backed up. Optionally, you can configure x360Cloud to automatically back up new Google Workspace accounts. x360Cloud might take up to 24 hours to back up selected end user accounts. The initial back up might take up to 72 hours to complet...

0 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

Configure data retention policies for an organization - x360Sync

As an administrator, you can create data retention policies for each individual organization to determine how long revisions, synced data, and backups are stored in the system. These policies are especially useful for organizations that need to comply with certain regulations, such as HIPAA. As a reminder, when an item is purged from the system, it ...

2 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Jul 10 2021 - Best Practices Advisory - x360Recover

When      July  2021 Goal      Alert partners to best practices when troubleshooting The Axcient Support team has observed partners performing certain troubleshooting steps on their own  - prior to opening a ticket or seeking assistance from the Support team. Some of these steps are contrary to best practices and are actively detrimental to identify...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion Cloud 2.12 Release Notes

  Version:      v.2.12  Release Date:      October 21, 2020   Release overview Fusion Cloud release 2.12 is a maintenance release.  This release contains bug fixes and a change to the default block size for new namespaces.  New features  Variable block size for namespaces Default namespace block size change from 16K to 128K for more efficient storag...

0 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

Virtualize a protected system for recovery - x360Recover

Overview   Sooner or later, you will encounter a situation that requires you to completely restore a protected system  from a backup recovery point.   The quickest way to perform this recovery and get your customer back up and running (with a minimum of downtime) is to virtualize the protected system on the local backup appliance. Every x360Recover ...

2 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Appliance or vault behind a Sonicwall firewall losing connection to the Management Portal

Issue On the appliance/vault - Global Management Portal (GMP) Section Not Saving Settings Also, GMP Not Updating Backup and Replication Time Sonicwall devices have a 15 minute TCP session timeout by default. These can affect long-lived TCP connections such as the connection between the appliances and vaults to the Global Management Portal.  Solution...

0 min reading time
Updated August 19th, 2021 by Tami Sutcliffe

Jun 24 2021 - v 2.66.0 - Release Notes x360Cloud

Version      2.66.0 When      June 24, 2021 Goals Improve user experience when searching and restoring backed up OneDrive data Fix issues reported by users New features   OneDrive folder browser In x360Cloud version 2.66.0,  our new OneDrive folder browser provides users with the ability to explore a folder tree of a particular end user account. Thi...

3 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

May 28 2020 - v 2.12.0 - Release Notes x360Cloud

     Version      2.12.0      When USDC: May 27 2020 AMS:   May 28 2020      Goals      To fix issues reported by users   Fixes Fixes for customer escalations and markup issues.   Known Issues Toggling on the Skip External Users setting on an organization’s Settings page is not saved.    CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more ...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Verify mailbox accessibility using Application Impersonation - x360Cloud

THIS IS AN ADVANCED TECHNIQUE ( not a required task)  x360Cloud administrators can independently verify if a mailbox is accessible through the Application Impersonation of Exchange Web Services (EWS). Browse to https://testconnectivity.microsoft.com/(this is a Microsoft-owned tool). If using Office 365, click on the Office 365 tab. Look under the he...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Mar 01 2021 - Virtual Office v 3.0.0 - Release Notes

 Version:     Virtual Office  v.3.0.0  Release Date:      March 1 2021   Release Overview Axcient Virtual Office 3.0.0 is a feature release which includes new features and bug fixes to our core AxCloud service for BRC and x360Recover. This release also contains the initial backend upgrades and enhancements to lay the groundwork for running AxCloud i...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

4. Pre-installation on your own hardware- x360Recover

The information in this article is only necessary if you are deploying x360Recover on your own hardware.  If you are deploying an Axcient x360Recover BDR appliance, the device will arrive pre-loaded with x360Recover and already configured for your customer location.  NOTE: The x360Recover appliance and vault use the same ISO image for installation. ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Synced Tool for Android Version 4.5 Release Notes

Component      Synced Tool for Android  Version      4.5 When      February 2020 Goals Enable editing of documents directly from the Synced Tool Allow users to quickly limit access to shared content Align the icon set with the Web Portal   New features Direct editing of Office 365 files from Synced Tool In previous versions of Axcient x360Sync Synce...

1 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to enable Management Portal centralized alerting and ticketing - x360Recover

New to version 9.0.0,  the x360Recover Global Management Portal (GMP) now provides centralized ticketing capabilities based upon the Reporting Engine monitoring and alerting functionality.  With 9.0.0 you can now enable ticketing and receive alerting to issues presented within the Report Engine. Until now, ticketing had been limited to the real-time...

5 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

How to export protected systems with 4K disks (VHDX only) - x360Recover

Overview The native virtual disk export utility within x360Recover currently does not support creation of virtual disk images in native 4K block size.  However, this article will provide a workaround for creating a 4K formatted VHDX virtual disk file.  At present, Hyper-V is the only hypervisor with simple support for virtualizing protected systems ...

1 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Enable/disable backups of OST and OAB files [Microsoft Outlook OST Files Missing from Backup]- x360Recover BDR

By default, Microsoft creates a registry key that forces Windows Volume Shadow Copy services to exclude Outlook OST and OAB files from the backup.  When this default behavior is enabled, the backup agent will not capture such files as part of the backup.  In most cases, this is perfectly acceptable behavior, as OST and OAB files are purely cached da...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to back up to a Veeam repository in the Axcient Cloud [Veeam® Agent for Windows]

[This is a chapter in the  Veeam® Agent for Windows Agent for Windows   – Axcient Cloud Guide ] The recommended method for configuring the Veeam Agent for Windows is to backup to the Axcient cloud.  This method allows for a local backup to be retained onsite while a Backup Copy Job is used to send the backups to the Axcient cloud. This process requi...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Why am I Having Problems Syncing with Sophos Anti-Virus - x360Sync

Customers have reported problems with syncing while Sophos anti-virus is running with on-access scanning enabled. Because the desktop sync client frequently 'accesses' files within your sync folder, we recommend that you exclude all sync folders from on-access scanning. ...

0 min reading time
Updated October 14th, 2021 by Tami Sutcliffe

Introduction to x360Recover Virtual Office

What is x360Recover Virtual Office? The cloud failover feature in x360Recover allows you to start virtual machines in the Axcient Cloud of one or more protected devices. You can then create a Virtual Office running within the Axcient data center, using matching existing server configurations.  Virtual Office lets you self-manage using a secure, web-...

3 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Why Does a Deleted File Reappear - x360Sync

Overview If a deleted file or folder is being recreated by a particular end user, it is generally due to one of the following situations: A file that has been excluded from the sync process still resides on the local machine; if a local file was never synchronized to the cloud, the cloud cannot delete the excluded file Note: This process was designe...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

[Archive] Integrate with ConnectWise

You can integrate Axcient x360Recover with your ConnectWise PSA. Once enabled, alerting events trigger tickets within the PSA. Ticket status is synchronized in both directions with the corresponding alert.  Important Before enabling ConnectWise Integration within x360Recover, you must first ensure that ConnectWise has been properly configured for In...

2 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Resolving a PostgreSQL Password Error (Private Cloud Only) - x360Sync

Overview In some instances, when you are installing the x360Sync Server, you might be prompted to enter a password.  Troubleshooting Steps If you are prompted for a password when installing the x360Sync Server, please make sure of the following: You are running the installer as a local machine admin (not tied to a domain at all). You run the install...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Windows Event Log: VSS Event ID 12292 - x360Recover

ISSUE Acronis does not remove it's VSS writer registry key when uninstalled. SOLUTION 1. Start > Run > Regedit and delete the registry Key for the Acronis provider. HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\VSS\Providers 2. Open each key to view it's contents.  Locate the Acronis key. 3. Right click the Acronis key and export the ke...

0 min reading time
Updated November 5th, 2021 by Tami Sutcliffe

Recover from advanced malware attacks using the Snapshot feature - x360Sync

Overview The Snapshot feature allows administrators to easily copy a Team Share, backup, or a user’s personal data as it existed at a specific point in time, including content that was previously deleted, recreated, moved, or changed. This feature even recovers the revision history of restored content, starting from the selected date. The Snapshot F...

6 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

Oct 21 2020 - v 1.39.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.39.0       When      October 21, 2020 Log in here: Improvements  Separated Replibit licensing from the x360Recover tile  Replibit licensing is now listed under Other Portals Replibit licensing only shows up if you have x360Recover Updated the x360Recover tile to say Launch instead of Monitor on RMC ...

0 min reading time
Updated November 4th, 2021 by Tami Sutcliffe

Back issues - Technical Best Practices newsletter

 2020 Technical Best Practices Newsletters   December 2020 November 2020 October 2020 September 2020 August 2020 July 2020 June 2020 May 2020 April 2020 March 2020 February 2020 January 2020 2019 Technical Best Practices Newsletters: December 2019 November 2019 October 2019 September 2019 August 2019 July 2019 June 2019 May 2019 April 2019 M arch 20...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion Network Requirements

Summary table Source Target Description Purpose AVM api.axcient.net : 443 https RMC AVM cloud.axcient.net : 443 https Backups AVM 52.37.48.161 : 22 ssh Management traffic AVM ESX/Vcentre : ANY any Local VMware API   Cloud backups Source: AVM Target: api.axcient.net Port Description 443 https Source: AVM Target: cloud.axcient.net Port Description 443...

0 min reading time
Updated November 18th, 2021 by Tami Sutcliffe

[INDEX] ShadowProtect

Axcient BDR for ShadowProtect This Solution Guide will walk you step-by-step through the process of implementing your customer’s StorageCraft ShadowProtect software with  Axcient  BDR for ShadowProtect’s cloud services. To complete implementation for your customer, you will: Assess the backup requirements of your customer. Provision Axcient accounts...

1 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

Specify a UNC path for File Server Enablement - x360Sync

Overview In addition to local paths, you can specify a network share, a UNC path, or a NAS device as a source for File Server Enablement. When using these sources, you are able specify storage locations that require authentication over a network. The ability to specify these storage locations as a source for File Server Enablement allows you to incr...

2 min reading time
Updated July 5th, 2021 by Tami Sutcliffe

Encryption overview - x360Recover - BDR - FAQs

This information relates to agent 2.23 + appliance OS 8.2.0+ Endpoint/ x360Recover Agent: Data Encryption (At Rest):  Data Encryption “at rest” is not applicable to the agent. It only interacts with data “in motion” while communicating with x360Recover. Data Encryption (In Motion): Communications between the agent and the x360Recover appliance are v...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Rapid Recovery v6.x.x: Recommendations for target Core retention policies

AppAssure v5.4.3 & Rapid Recovery v6.x.x: Recommendations for target Core retention policies Overview With the introduction of AppAssure v5.4.x, there are many changes to the way rollup works. These changes greatly affect how rollup works on the source and target Cores. Quest has outlined all of the changes in the below KB article for your refer...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - ShadowProtect - Virtualizing Restored Servers with ShadowProtect data

After your ShadowProtect data has been fully copied to the Continuity Cloud (CC) node, it is ready for near-instant virtualization. To do this, we use StorageCraft’s VirtualBoot, within SPX,  to create a virtual machine (VM) for each server to be virtualized.  Step 1. Click the ShadowProtect SPX desktop icon to launch the program: Step 2. Use your C...

1 min reading time
Updated October 12th, 2021 by Tami Sutcliffe

Introduction to x360Portal

Introduction to x360Portal  Protect Everything. What is the x360Portal? The Axcient x360Portal serves as a single pane of glass for everything related to Axcient products and services. This article will answer some frequently asked questions about what the Portal can do and how you can use the Portal most efficiently.   What does the Axcient x360Por...

1 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

Mailbox could not be matched to destination mailbox - Axcient DirectRestore

Problem:  A user sees the a mailbox could not be matched error  when using the Export into original Exchange mailbox button in the Axcient DirectRestore application. This issue is typically seen when operating in DirectRestore’s Standard Mode: Cause: This is error typically occurs when the current logged-in user is not part of the domain of the targ...

0 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to perform a VMware recovery - x360Recover

You can perform a Bare Metal Recovery when rescuing protected systems back into a VMware environment. Alternatively, you can perform a VMWare recovery. VMware NFS Recovery In a VMware environment, it is possible to utilize the NFS Export feature on an Appliance or Vault as a temporary data-store. This will simplify, and expedite recovery of protecte...

6 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Cloud SLA

Link to Axcient Cloud SLA...

0 min reading time
Updated June 4th, 2021 by Tami Sutcliffe

Jun 02 2021 - v2.63.0 - Release Notes x360Cloud

Version      2.63.0 When      June 2, 2021 Goals      Fix issues reported by users    New feature  Object backup status report (for Microsoft 365 in v2.63.0) If the backup of a single object (email, calendar event or contact) fails constantly during a 24 hour period, the backup status of the respective user account shows as Failed. This type of cont...

2 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Jan 2021 - v 1.47.0 through 1.49.0 - Release Notes x360Portal

 Component      x360Portal      Versions      1.47.0 through 1.49.0       When      January 2021 Log in here: Enhancements  Gracefully handle attempts to create users which are disabled from other organizations Update certification images Bug fixes Confirm-Role-Change appears if reselect previous role x360Recover Contact sync is failing Fix relay st...

0 min reading time
Updated June 14th, 2021 by Tami Sutcliffe

Jul 2020 - Web Portal v 2.21 Release Notes - x360Sync

     Component      Web Portal       Version      2.21.0      When      July 14, 2020      Goals Fix appearance issues for the Shared file and folder view Fixes Fixed an issue that prevented a user from previewing a shared file with the Open In menu. Corrected an appearance issue on the Shared Folder view that caused the file name to appear in the M...

0 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

[Legacy] Integrate ConnectWise with OBM for ShadowProtect

API update: Jan 2020 ConnectWise PSA is business automation software that helps IT service providers efficiently manage all aspects of their business. ConnectWise is provided as a web application combined with a rich desktop or mobile client.  Axcient can be configured to push information  about Axcient services into ConnectWise, using the ConnectWi...

12 min reading time
Updated November 23rd, 2021 by Tami Sutcliffe

Nov 24 2021 - x360Recover v 10.11.0 - Release Notes

Release overview x360Recover 10.11.0 is a feature release.  Important new features in this release include the foundations of AutoVerify support for Direct-to-Cloud protected systems in the Axcient Cloud, local cache verification (with health status reporting and self-healing of cache data), and manual MVP support for direct recovery of protected sy...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Supported Browsers - x360Portal

To protect your security and ensure the best possible experience while using the x360 Portal, you'll need to use a supported browser. Our current supported browsers are the latest versions of desktop or mobile Firefox, Chrome, and Safari. For the latest downloads, please visit these sites:  Firefox https://www.mozilla.org/en-US/firefox/new/ Chrome h...

0 min reading time
Updated October 20th, 2021 by Tami Sutcliffe

Instant disk exports - x360Recover

Overview How-to tips: How to perform an instant disk export How to start and stop instant disk exports How to monitor the progress of an instant disk export Instant disk export formats Introduced in release 10.7.0, the instant disk export feature provides immediate access to full disk images of a protected system, greatly reducing the time necessary...

4 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

[Legacy] Integrate Continuum with OBM for ShadowProtect

Continuum  RMM is a monitoring agent which reports device status (including backups) to a monitoring dashboard. Continuum agents monitor Axcient backups only when the Axcient Online Backup Manager (OBM) agent and the Continuum monitoring agent are both installed on the same device (either server or desktop/PC.) The Continuum monitoring agent support...

2 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

Virtualization and Recovery of Failover Clusters - x360Recover

     [Return to  Failover Clusters and Cluster Shared Volume (CSV) Support in x360Recover ]     Virtualization and recovery of failover cluster nodes and services presents a high degree of complexity.  x360Recover does not directly support virtualization of a failover cluster node as a failover cluster with shared disk resources.  Virtualized protec...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Rapid Recovery v6.4.0.718

Quest recently released a new version of Rapid Recovery, v 6.4.0.718.   Axcient has concluded testing and we are now fully supporting v 6.4.0.718  Please take time to review the release notes via the link below. There are several new features and enhancements. https://support.quest.com/technical-documents/rapid-recovery/6.4/release-notes Please see ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Unable to add agent to replication

  Description If the Agent was removed, you may receive this error when adding the Agent back to replication: “This agent has already been replicated to the remote slave core”  Cause The agent was added at some point to replication but when the agent was removed, the agent registry settings remained. This issue can also be caused by a replication li...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Mar 26 2021 - v 2.53.0 - Release Notes x360Cloud

     Version      2.53.0      When      March 26, 2021      Goals Improve the user experience Fix issues reported by users   Improvements Improved restoration process  Previously, when data restoration was retried by the system, each retry attempt created a new folder with a timestamp for the restored items. This often resulted in distributing the r...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Sept 30 2020 - v 2.30.0 - Release Notes x360Cloud

     Version      2.30.0      When      September 30, 2020      Goals      Fix issues reported by users   Improvements Original folder structure is restored with Google Workspace data  Previously, when restoring Google Workspace data, (such as Drive or Gmail), all objects were restored into a single folder location. This increased the risk of over-w...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam® Agent for Windows – Axcient Cloud Guide

This guide will demonstrate the steps required to send backups taken with the Veeam® Agent for Windows to the Axcient cloud.  This guide assumes that all required Veeam software is already installed and properly licensed.  It also assumes that the reader is already familiar with the process of sending virtual machines to the Axcient cloud using Veea...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal UX 1.0 Release Notes

Component      Web Portal (new Web UX) Version      1.0 When      March 2020 Goals Establish a platform for future user-experience improvements Introduce the basics of the new design to x360Sync users Align the look and feel of the authentication workflows with x360 Improvements With Web Portal 2.7.4, we began improvements to the Axcient x360Sync We...

0 min reading time
Updated August 2nd, 2021 by Tami Sutcliffe

Move an existing BDR backup from ShadowProtect to Axcient

Overview This article covers the minimum steps needed to send ShadowProtect data offsite to the Axcient cloud.  This information is targeted to partners who are transitioning from StorageCraft cloud or another cloud provider to the Axcient cloud. A. Create a new account A new account must be created for every Shadowprotect BDR (site) that will be se...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to request a new Virtual Appliance OVF download link

Problem: The user needs a new Axcient Virtual Appliance  OVF download link.  Solution: Contact your Account Manager or Axcient Support to request a new Axcient Virtual Appliance OVF download link....

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Oct 26 2021 - Manager (RMC) v 4.11 - Release Notes

  Version:     x360Recover RMC v4.11  Release Date:     October 26 2021  Enhancements and bug fixes  x360Recover Replibit and Direct-to-Cloud (D2C) Partner administrators now have an option to retire vaults that are no longer in service. Virtual office usage reports now include all devices virtualized in the Axcient Cloud since the beginning of the ...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to register an appliance [Video]

[Video: 4 minutes]  Hosted  at https://player.vimeo.com/video/106224087...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to generate a report from the Web App [Video]

[Video: 7 minutes]  Hosted  at https://player.vimeo.com/video/106223782...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - Workaround for BMR when system is installed on an extended partition

Problem: The system does not boot after a bare metal restore (BMR) has been performed on a device when the system is installed on an extended partition. Solution: The user will need to do the following: Note: If there is an OS on the target device, the user will need the Administrator password in order to complete the process. If the user does not k...

1 min reading time
Updated September 13th, 2021 by Tami Sutcliffe

Smart Recovery: Perform a bare metal restore

Bare Metal Restore utility   The x360Recover Bare Metal restore utility natively supports recovering your protected systems using Smart Recovery. To get started with a bare metal restore using Smart Recovery, download the Recovery Toolkit ISO here and burn it to a DVD or USB stick.  For help creating a USB stick, refer to this article. Steps to perf...

1 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

How do I update a desktop client? - x360Sync

Update  x360Sync desktop clientsb Partners do not need to manually update desktop clients.  A deployed desktop client periodically checks in with its x360Sync server, whether it's hosted privately (private cloud partners) or hosted by the Axcient x360Sync cloud (SaaS partners). If a desktop client update is available, a desktop client will automatic...

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Updated November 3rd, 2021 by Tami Sutcliffe

Create an organization in Microsoft 365 - x360Cloud

When you have an x360Cloud reseller account, you can log in to the x360 portal and create an organization to protect Microsoft 365 accounts. Note: If you need to create an organization for a Google Workspace account, please click here: To log in to your x360Cloud reseller account: STEP 1: Launch x360Cloud In the x360 Portal, find the x360Cloud produ...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Cluster multiple appliances or vaults - x360Recover

Axcient x360Recover has the ability to combine multiple appliances or vaults at a location into a cluster for management purposes. This means that the management database on the devices is merged and shared, and the web interface presents a consolidated view of all protected systems residing on any device within the cluster. This process does not pe...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC- Network is unidentified on a failover VM

Problem: When starting a failover VM on a vApp, the network comes up as Unidentified. The vApp’s IP is pingable, and the appliance is able to ping the VM IP, but the VM itself cannot ping the gateway or ping out anywhere else Cause: This occurs when the ESX VM host’s network has promiscuous mode set to reject connections. Solution:  Please verify yo...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - Replication failed [winexe returned error]

Problem: The user receives the following error after a replication job fails: Backup "Backup Job"  on Device Failed --- Error - winexe returned error: Ok. The command completed successfully. The command completed successfully. winexe returned error: Ok. The command completed successfully. The command completed successfully. Errors occurred creating ...

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Updated July 8th, 2021 by Tami Sutcliffe

Jan 22 2021 - v 2.44.0 - Release Notes x360Cloud

     Version      2.44.0      When      January 22, 2021      Goals      Fix issues reported by users   New feature  Restore all documents for a SharePoint site Within an organization, a user can select an entire end user account from the Accounts page and restore all backup data for that account.  Now, users can restore all backup data for a ShareP...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - "Unsupported hardware family vmx" error when deploying OVF template

Problem: While deploying the OVF template, the user sees an unsupported hardware family vmx… error. While this kind of error may display in different ways, here is an example of such an error: Cause: This error occurs when attempting to deploy the vApp against an unsupported ESX host such as ESX 4.1. Solution: Please verify that your ESX host versio...

0 min reading time
Updated November 11th, 2021 by Tami Sutcliffe

Restore an end user account - x360Cloud

Overview If an entire x360Cloud end user account has been lost, you can restore it. Note: OneDrive files deleted by a user in Microsoft 365 are not restored during user account restoration. In order to restore deleted files, perform a search and restore a granular file or folder.  For instructions, please see How to restore an object or   How to res...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to detect and protect devices manually [Video]

[Video: 3 minutes]  Hosted  at https://player.vimeo.com/video/106223775  ...

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Updated May 18th, 2021 by Tami Sutcliffe

Full Product Demonstration - x360Sync

        SUPPORT  | 720-204-4500 | 800-352-0248  To learn more about any of our Axcient products,  sign up for free one-on-one training. Please contact your Partner Success Manager or Support if you have specific technical questions. Subscribe to the Axcient Status page for a list of status updates and scheduled maintenance.  ...

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Updated July 9th, 2021 by Tami Sutcliffe

Jul 23 2020 - v 2.20.0 - Release Notes x360Cloud

     Version      2.20.0      When      July 23, 2020      Goals Provide the ability to create and manage organization-level users Fix issues reported by users   New feature Ability to create new organization-level administrative users As a reseller user, you can now create new administrative users who can manage their organizations in the x360Cloud...

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Updated March 31st, 2021 by Tami Sutcliffe

Fusion Release Notes

Axcient Fusion 2.10 Release Notes [ PDF] Axcient Fusion 2.9.7 Release Notes [ PDF] Axcient Fusion 2.9.6 Release Notes [ PDF] Axcient Fusion 2.9.5 Release Notes [ PDF]  ...

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Updated August 16th, 2021 by Tami Sutcliffe

Manual partition recovery - x360Recover

In some cases, it may be necessary to perform a manual, partition-by-partition recovery operation to restore a system to working order. For example, if the original source disk contains multiple Windows volumes, and you must restore the original topology when recovering the system, you can use a manual copy process to recover the data, one partition...

1 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Jun 11 2020 - v 2.14.0 - Release Notes x360Cloud

     Version      2.14.0      When USDC:  June 10, 2020 AMS:    June 11, 2020      Goals Highlight organizations in the audit log Fix issues reported by users   New Features  Organization field in the audit log  As a reseller, you can view a list of historical activities in the x360Cloud system by reviewing the audit logs.  Now, to better understand...

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Updated November 12th, 2021 by Tami Sutcliffe

[CLASSIC] x360Cloud - Restore and export OneDrive folders

IMPORTANT DISCLAIMER: This information is related to a deprecated version of x360Cloud. This information applies to the [Classic] version and may not apply to the current version of  the x360Cloud product. This Classic x360Cloud provides the ability to find groups of files aggregated in a particular folder and restore\export them in one step. This i...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to manage VSS effectively

There are several approaches you can use to manage VSS effectively. Manage VSS Writers In some instances, one or more Microsoft Volume Shadow Service (VSS) writers on a device might cause a backup to fail. In other instances, backup jobs might interfere with other VSS-aware software running on the protected device. When these events happen, you can ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to check base and incremental sizes of replication including three largest files replicated

To view the sizes of incremental replications (as well as the three largest file replications), do the following: 1. Log in to the Unified Management Console (UMC) by doing one of the following: In the Web Application, click the Login button in the Service Details page of the target service. Enter the IP address/hostname of the Axcient appliance in ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Jul 2020 - Private Cloud v 2.8.0 Release Notes - x360Sync

Component      Private Cloud Package  Version Web Portal 2.20.0 Albatross 2.8.0.1824 Synced Tool for Windows 2.7.1.1556 Synced Tool for macOS 2.7.1.1550 When July 2020 Goals Microsoft 365 Integration Add the server side support of the thin client Deliver the new UI design to Private Cloud partners Upgrade Apache to 2.4.43 Upgrade to Python 3     Man...

4 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

Scheduled backups are not running but there is no error - x360Recover BDR

When backups stop running, and there is no error showing in the backups, it is probably because the storage pool is degraded. Go to the appliance and click on Manage Store on the left hand navigation. If you see that the storage status is degraded, open a ticket with Support.     SUPPORT      | 720-204-4500 | 800-352-0248  To learn more about any of...

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Updated November 2nd, 2021 by Tami Sutcliffe

Configure multi-factor authentication (MFA) - x360Portal

Why use MFA in the x360Portal? Although using multi-factor authentication (MFA) was previously optional in the x360Portal, we believe that MFA is critical to ensure the security of your client data, given the increasing number of threats within the technology space. After October 31st 2020, MFA login to the x360Portal is mandatory. How do I use MFA ...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Axcient Continuity Cloud Virtual Firewall Guide

Each Axcient Continuity Cloud node is provisioned with a virtual firewall to handle internet traffic for your restored virtual machines and provide secure access to your servers.    This guide includes the following sections to configure your firewall completely: Access your assigned pfSense virtual firewall Configure the LAN Interface of the firewa...

6 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Sept 22 2020 - v 1.36.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.36.0       When       September 22, 2020 Log in here: Improvements  Changed the Knowledgebase link to the new Help Center (KB can be found in top right of Help Center) Changed styling within Support Page Replaced infinite page loading on users list view with pagination Added ability to see MFA statu...

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Updated August 23rd, 2021 by Tami Sutcliffe

Resolve "Semaphore timeout" errors in ShadowProtect

          Error in ShadowProtect:           Cannot take snapshot (The semaphore timeout period has expired.                   0x80070079(2147942521)) - retry in 30 seconds What is a Semaphore Timeout? By definition, semaphore means "a system of sending messages by holding the arms or two flags or poles in certain positions according to an alphabetic...

2 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Best Practices for Removing a Windows Profile with a Desktop Client Installed - x360Sync

Best Practices We recommend first unregistering and then uninstalling the desktop client according to documented best practices:  For instructions on how to unregister and uninstall the desktop client from the local machine, please reference the Installing and Configuring the Desktop Client Knowledgebase article.  For instructions how to unregister ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - User unable to move the vApp from its current datastore

Problem: The user is unable to move the vApp from its current datastore, to a different on datastore. The user has tried to move the vApp, and the move failed, the vApp started up but claimed that the you could not “copy/clone” the vApp. The vApp console message would look something like this: Cause:  Virtual Machine cloning is not permitted by the ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Backup for Files Mac/Linux Install detailed steps

OSX Installation Instructions  Summary  The Mac based software is a command line only file based backup utility. It will run on an Intel based MAC. At this time all setup and configuration of the software will have to be done via the command line. There is no built in scheduling mechanism so you will have to use launchd or another Mac scheduling uti...

5 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Feb 18 2021 - v 2.48.0 - Release Notes x360Cloud

     Version      2.48.0      When      February 18, 2021      Goals      Fix issues reported by users    New features  Increased visibility: Total amount of backed up data and backup progress in Reports Backup status remains the main indicator of backup health in x360Cloud, but the displayed status does not make it clear how well the backup process...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Feb 2020 - Agent 2.25 - Release Notes x360Recover

 x360Recover Release Information  Agent  Version:      v.2.25  Release Date(s):      Targeted release starting February 27, 2020   Release Overview x360Recover Agent 2.25 is a Feature Release. The primary focus of this release is to provide support for performing backups of native 4K Advanced Format hard drives. Summary of Enhancements and Bug Fixes...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - [Axcient] Hyper-V Continuity Cloud Guide

  Please click on the link below to access this full guide in PDF format: BDR for Veeam Hyper-V Continuity Cloud Guide [Version 2.0 Last published 2018] Using the Axcient Continuity Cloud for Veeam, you can access fast off-site virtualization of your replicated Hyper-V servers. This Axcient BDR for Veeam Hyper-V Continuity Cloud Guide describes how ...

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Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Synced Tool for Android Version 4.6 Release Notes

Component      Synced Tool for Android  Version      4.6 When      April 2020 Goals Help users easily find files within the Synced Tool Collect user feedback on new files layout                                                                                                                                            END OF SUPPORT ANNOUNCEMENT: At Ax...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Data transmission has lost the server connection - x360Recover

The analysis tool is usually needed for this issue. This problem is often due to a network or resource bottleneck somewhere, and the analysis tool will help to identify this.  Link to download the Analysis Tool Download and then install the msi. On the root of the C drive, there will now be a folder caller AnalysisTool  Run the tools executable as a...

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Updated March 31st, 2021 by Tami Sutcliffe

Partner Center: PARTNER DOCUMENTATION

 NOTE:  From 2015 through 2018, many useful links were stored in the legacy "Partner Documentation" site In 2019, all of this content was archived and migrated to an internal data set Please contact Tami Sutcliffe with any questions about accessing this archive.     Original legacy site:    Internal site with mirrored links:  https://backup.securewe...

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Updated August 23rd, 2021 by Tami Sutcliffe

Restore a volume in one operation - ShadowProtect

The following instructions will walk you through the steps needed to:   1. Start the ShadowProtect Recovery Environment (RE): Restore from a network location Configure the correct time zone Initialize the disk for a virtual machine (VM)  2. Partition and configure the new drive: Create a primary partition on the new drive Configure space for the new...

2 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Frequently Asked Questions

Technology Questions Why should a MSP choose x360Recover? An MSP should choose x360Recover for the following reasons: If they are dissatisfied with their current BDR vendor If they need a BDR solution for offsite backups and/or always-on business continuity If they are paying too much, need more flexibility, or need a better ConnectWise integration ...

2 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Cannot see mount point when restoring email - Axcient DirectRestore

Problem: After installing the Axcient DirectRestore application on a device, attempts to restore an email results in mount points unavailable. Cause: The most likely cause is the DirectRestore application installed on a workstation which does not have access to the same network as the Axcient Appliance and Exchange Server. Solution: Confirm that the...

0 min reading time
Updated November 23rd, 2021 by Tami Sutcliffe

Nov 29 2021 - Agent 2.31 - Release Notes

 x360Recover Agent Release Information  Agent Version:      v.2.31  Release Date(s):      Targeted release starting November 29 2021 Release overview  x360Recover Agent 2.30 is a feature release.  The primary focus of this release is to enable local cache verification testing (with self-healing and reporting to the appliance.) Summary of enhancement...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Instructional Videos - x360Sync

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Updated July 27th, 2021 by Tami Sutcliffe

Create report definitions - x360Recover Manager

In addition to viewing and downloading reports in Manager, you can optionally create report definitions that can be delivered on a recurring schedule.  You can specify one or more recipients who will receive these reports on a daily, weekly, or monthly schedule. To create report definitions: 1. In Manager, click the Reports tab. The Reports page dis...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to launch the Veeam Cloud console

1. Log into the Remote App Gateway using one of the links below that corresponds to the Data Center your organization has been assigned to: Salt Lake City, US - https://appgw.efscloud.net/RDWeb/Pages/en-US/login.aspx Atlanta, US - https://appgw.atl.efscloud.net/RDWeb/Pages/en-US/login.aspx Kelowna, Canada - https://appgw.ylw.efscloud.net/RDWeb/Pages...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Create an organization slug - x360Sync

Overview The purpose of the organization slug is to provide each organization with a unique link.  Visiting this link will display the appropriate branding and attached Domains to users.  Create organization slugs The organization slug is created when an organization is created.  The organization name is appended to the end of the URL.  After it has...

0 min reading time
Updated May 25th, 2021 by Tami Sutcliffe

Does x360Sync support terminal servers? - x360Sync

Overview x360Sync does support Windows terminal servers, allowing multiple users to log into one machine. For a list of best practices and considerations, please reference Best Practices for Terminal Servers. Known Issues While Windows terminal servers are supported, x360Sync only allows one single sync queue; all users will share a unified sync que...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Nov 2020 - Synced Tool for Android - 4.10 Release Notes

     Component      Synced Tool for Android      Version      4.10      When      November 2020   New feature Team Shares section separate from My Files  In previous versions, Team Shares were displayed as if they were inside of a user's personal files. Team Shares were shown this way to reinforce the idea of having all user files in one section. Ho...

1 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Private Cloud Version 2.8.0.2047 Release Notes

Component      Private Cloud Package Version     2.8.0.2047 When      August 31, 2020 Goals Introduce the new Web Preview experience Enhance Microsoft 365 integration Improved performance and reliability of the Download Zip feature New Features New Web Preview experience We are excited to introduce the new and improved Web Preview tool, featuring a ...

2 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Sept 2020 - v 10.4.0 - Release Notes x360Recover BDR

  Version:      v.10.4.0  Release Date:      September 29, 2020  Release overview x360Recover 10.4.0 is a feature release. The primary focus of this release is the implementation of support for Direct-to-Cloud (D2C) backup mode (BETA) for Axcient-hosted vaults.  See also Agent 2.26 Summary of new features and enhancements  Direct-to-Cloud backups Co...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Sept 30 2020 - v 1.37.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.37.0       When      September 30, 2020 Log in here: Improvements  Updated the sort order of the End Customer dropdown Fixes   Fixed an issue with MFA Setup Loop Fixed an error that stated NullPointer Exception Fixed an error with training pages Fixed an error with 500 errors on login    CUSTOMER SU...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Sept 18 2020 - v 2.28.0 - Release Notes x360Cloud

     Version      2.28.0      When      September 18, 2020      Goals Improve visibility of MFA use across an organization's users Display backup status and troubleshooting details on the Reports page Fix issues reported by users   New features MFA setting is now visible on an organization's user list  In order for you to track adoption of multi-fac...

2 min reading time
Updated April 26th, 2021 by Tami Sutcliffe

Apr 07 2021 - v 2.55.0 - Release Notes x360Cloud

     Version      2.55.0      When      April 7, 2021      Goals Fix issues reported by users Fixes Fixes for customer escalations and markup issues. Fix for organization admin user creation flow. Known issues  End user accounts, sites, and drives cannot be de-selected from protection. Sometimes, when ‘filter by collection’ is applied in Smart Searc...

0 min reading time
Updated November 24th, 2021 by Tami Sutcliffe

Local cache for D2C - x360Recover

Component        Local cache for x360Recover Direct-to-Cloud (D2C) When      September 2021  Enhancements   x360Recover Direct-to-Cloud now supports an optional local cache repository. Enabling local cache directs the agent to maintain a local datastore of backup block data that can be used to accelerate recovery of Cloud backups.   The local cache ...

5 min reading time
Updated July 30th, 2021 by Tami Sutcliffe

Can I convert an installation of the Axcient brand to my custom brand?

Overview During your trial as a partner you would have installed the Axcient brand of the software on your computer and possibly some of your customers' computers.  When you have your own custom brand it is possible to convert the Axcient brand into your custom brand for those computers where you have installed and configured the Axcient brand. Inst...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.10.0 Release Notes

     Component     x360Sync Web Portal       Version      2.10.0      When      Global SaaS: April 20 through April 25 2020      Goals Introduce the modernized look and feel for the Admin interface Align Web Portal's user experience with the x360 Portal With Web Portal version 2.9.0 we introduced the modernized look and feel for the Standard User pa...

1 min reading time
Updated December 3rd, 2021 by Tami Sutcliffe

Search and restore OneDrive folders using x360Cloud Browser tools - x360Cloud

Search for OneDrive folders using the x360Cloud Browser tools STEP 1. Log into your reseller x360Cloud  Dashboard.  STEP 2. Select the  Organizations  tab. STEP 3. When the  Organizations  page displays, click the  Name  of the desired organization: STEP 4. When that organization's  Dashboard  page displays, you will have access to the account detai...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I backup SQL Server databases?

Overview We support live backup of SQL Server 2000 (or better) databases on Windows Server 2003, Server 2008, or Windows XP. For these configurations backup is done natively using the Volume Shadow Copy Service (VSS). On older versions of SQL Server or Windows you must use the SQL Enterprise Manager (or other backup software) to backup your database...

2 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Feb 09 2021 - x360Recover v 10.6.1 Release Notes

  Version:      v.10.6.1  Release Date:      February 9, 2021    Release overview    x360Recover 10.6.1 is a feature release. The primary focus of this release is to improve Direct-to-Cloud usability, (including support for Private Cloud vaults), provide the conversion of protected systems between appliance mode and Direct-to-Cloud mode, and introdu...

2 min reading time
Updated July 29th, 2021 by Tami Sutcliffe

Scale-Out Cloud with instant cloud recovery

Scale-out Cloud  The Axcient Scale-Out Cloud is a paradigm shift in our cloud storage architecture.   Previously, each vault in the Axcient Cloud was allocated a dedicated storage pool, restricting it to storing a limited number of endpoints and data (TB). Many partners would find themselves managing multiple vaults as their customer base grew, incl...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Device has version "NA" - x360Recover

If your x360Recover device (appliance, vault, or Global Management Portal / GMP) shows Version NA in the bottom left pane, then proceed with the following: 1. SSH into the device as root 2. Type the following: vim /var/pkgMgr/install/ReplibitCore/version.txt 3. Type: i4. Type: 2018.1.15. Press ESC twice6. Type :wq!7. Press ENTER 8. Log into the GUI ...

0 min reading time
Updated July 7th, 2021 by Tami Sutcliffe

Download agents and other components

On the navigation, click on Agent  Downloads. You will find links to download the available agents and other components of Axcient x360Recover. 1. In the lefthand navigation, click Agent Downloads. 2. You will now be able to view and download agents and other components. SUPPORT  | 720-204-4500 | 800-352-0248  To learn more about any of our Axcient ...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

How do I find the maximum size of individual files? - x360Sync

Overview To promote collaboration and increase file sharing options, x360Sync does not limit the size of files a standard user or guest user can upload through the web portal or through the desktop client. Note: Please be aware that depending on bandwidth and local resource availability, end users might experience performance issues when they attemp...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Data Encryption Algorithms White Paper

Introduction In cryptography publishing the algorithm used is an important principle (called Kerckhoffs' law). Many systems have attempted to achieve "security through obscurity" meaning that the algorithm was secret, but this is flawed, because the algorithm is eventually reverse engineered and weaknesses are found -- for example, this was the case...

3 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to Reset the reseller password on the Licensing Portal - x360Recover

1. Open https://licensing.x360Recover.com in a browser. 2. Click Forgot Password   3. Enter your Reseller Username and Email address. 4. After you click Submit, you will see a message in red text. 5. Check your email for a message similar to the one shown below. 6. Return to  https://licensing.x360Recover.com   Use your reseller username and this ne...

0 min reading time
Updated August 1st, 2021 by Tami Sutcliffe

Install and configure the Mac Desktop Client

Overview of the Mac Desktop Client   Note: Introducing the New Desktop Client With the 2.6.1 release, the desktop client has been improved with the following updates: New user interface and redesigned experience helps guide users to be more productive New widget with dynamic buttons for pause/resume and register/unregister New Warning tab helps end ...

4 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Create a manual backup schedule on an appliance - x360Recover

To create a manual schedule: Browse to the Schedule section on an appliance and click Create Schedule. Add an appropriate name and adjust the Initial Backup Start and End times. Now, click the dropdown for Incremental Backup and select Manual. In the new Manual text field, enter the times that you would like for backups to take place. The times must...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Live Product Webinar Signup page

Sign up for a free, live product Veeam webinar here: Veeam Cloud (in less than 30 minutes):Connect to Veeam Cloud, create Tenant, and configure Backup Copy Job...

0 min reading time
Updated October 21st, 2021 by Tami Sutcliffe

Integrate ConnectWise with Manager (RMC) - x360Recover

Overview  ConnectWise is a Professional Services Automation (PSA) platform for companies that sell, service, and support technology. You can choose to integrate the x360Recover Manager (RMC) with the ConnectWise PSA tool. When you do this, alerts that originate in x360Recover will be pushed to ConnectWise, allowing you to manage and monitor all even...

5 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Access a Sync Status report - x360Sync

The Sync Status report, which is accessible from within the desktop client Preferences dialog box, provides a summary of the synced files available on the local machine. The Sync Status report can be used to determine the sync status of the desktop client or to troubleshoot file sync warnings.  Note: For more information on file sync warnings, pleas...

0 min reading time
Updated November 2nd, 2021 by Tami Sutcliffe

MFA configuration for the Management Portal - x360Recover

With the release of version 9.0.0,  Axcient x360Recover provides basic support for multi-factor authentication (MFA) to enhance security.  For this release, enhanced authentication is provided only for the Management Portal, (the most essential access point to your managed devices).   x360Recover MFA supports open One-Time-Password (OTP) application...

1 min reading time
Updated June 16th, 2021 by Tami Sutcliffe

Jun 2021 - Private Cloud v 3.0.0.635 Release Notes - x360Sync

Components Windows Thick Client 3.0.0.456 Windows Thin Client 3.0.2.315 MacOS Thick Client 2.7.1.1550 Web 2.47.1 Outlook Add-in 2.7.0.1303 Version      3.0.0.635 When      June 9, 2021 Fixes Updated install/upgrade processes to prevent potential errors from occurring Fixed an issue where certain agents would not register Fixed a compatibility issue ...

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Updated July 13th, 2021 by Tami Sutcliffe

Security considerations - x360Recover

The x360Recover provisioning wizard forces a change of passwords during the initial configuration and setup. You should always use highly secure passwords when configuring a x360Recover device.  If your device was deployed prior to x360Recover version 2016.11.03, or if you wish to manually change the passwords on the device, follow the steps below: ...

0 min reading time
Updated October 28th, 2021 by Tami Sutcliffe

Release features: x360Recover

Feature updates from the last month include:      Feature    Release    Product affected      Manage agents from the appliance     Oct 19 2021 - v10.10.0    D2C vault | BDR appliance      Enforce MFA for all devices     Oct 19 2021 - v10.10.0    All devices      Assign a protected system alias     Oct 19 2021 - v10.10.0    D2C vault | BDR appliance ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Create a Preload (Seed) Data Set for AppAssure/Rapid Recovery

Overview This article provides instructions for preloading data to a hard drive for both AppAssure V5 and Replay V4. AppAssure V5 Instructions to preload data to a hard drive  Important: Please note that you can only replicate or seed AppAssure recovery points to Axcient that have been created with agent encryption. We will reject a seed that contai...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I restore a SQL Server database?

Overview If you are using the Simple recovery model, recovery is as simple as downloading the *.mdf, *.ldf, and *.ndf files and attaching them to the SQL Server. Otherwise you will download the database dump files and use the tool you used to generate the dump file (such as SQL Enterprise Manager) to restore your data. Instructions The procedure dep...

1 min reading time
Updated November 3rd, 2021 by Tami Sutcliffe

Create an organization in Google Workspace - x360Cloud

When you have an x360Cloud reseller account, you can log in to the x360 portal and create an organization to protect Google Workspace accounts.   Note: If you need to create an organization for a Microsoft 365 account, please click here: To log in to your x360Cloud reseller account:   STEP 1: Launch x360Cloud In the x360 Portal, find the x360Cloud p...

2 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Reconnect a WebDAV mapped drive on login using GPO - x360Sync

 To reconnect WebDAV on login using GPO:  Find the appropriate object and edit it.  Click to expand the User Configuration folder, the Preferences folder, and the Windows Settings folder, and then click Drive Maps. In the New Drive Properties dialog box, add a new mapped drive (for example, we have chosen W: as our drive for testing). Set the Action...

0 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Jun 25 2020 - v 2.16.0 - Release Notes x360Cloud

     Version      2.16.0      When USDC:  June 24, 2020 AMS:    June 25, 2020      Goals Provide resellers with a granular view of the backup status of organizations Fix issues reported by users   CloudFinder is now x360Cloud Read more at  x360Cloud New Feature  Downloadable backup report As a reseller, you can explore the latest backup status for y...

0 min reading time
Updated April 28th, 2021 by Tami Sutcliffe

Navigate - x360Portal

After you log in, you can navigate the x360 Portal and take advantage of key features. For example: The Dashboard page displays Axcient's products and other links. You can click each product card to access the specific product portal. The Contacts page lists key Axcient contacts, including your Partner Success Manager, Technical Support, Accounting,...

0 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to Manually Update an Agent - x360Recover

Ensure your x360Recover appliance is on the latest Patch Release. The current release is: "2014.05.13."  To check your x360Recover agent version, open the Aristos.log file located in /Progam Files(x86)/x360Recover (for 32 bit systems it will be located in /Program Files/x360Recover).  Scroll the to the bottom of the log to find the most recent backu...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - AppAssure 5.4.x Cloud Replication Guide

AppAssure 5.4.x Cloud Replication Guide    ...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Auto Detect Proxy Settings in the x360Sync Desktop Client - x360Sync

Overview  Proxy Auto Detection on the desktop client will allow the desktop client to detect what proxy setting is being run on the system and pass traffic through it. In the Beta version of our proxy desktop client support, if the proxy settings are configured through IE settings, you will need to use the command prompt to detect proxy settings. An...

0 min reading time
Updated October 5th, 2021 by Tami Sutcliffe

Mar 23 2021 - x360Recover v 10.6.2 - Release Notes

  Version:      v.10.6.2  Release Date:      March 23, 2021   Release overview   x360Recover 10.6.2 is a performance and stability release.  The primary focus of this release is to provide critical bug fixes and performance improvements to address several scaling problems currently affecting x360Recover and Direct-to-Cloud. Summary of performance en...

1 min reading time
Updated August 27th, 2021 by Tami Sutcliffe

BRC - Dell Hardware Migration

What happened?  Starting in late November 2018, Axcient began shipping a new generation of hardware to support the next generation development of our BRC Business Continuity solution. This next generation hardware was OEM from Dell (PowerEdge 13G and 14G servers) and was branded as Axcient.   Why was this switch made? HP ended support for their Gene...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Pay Your Axcient Invoice - x360Portal

What's new with your Axcient invoice? We've been working with groups of partners to launch our x360Portal. Access to the x360Portal was rolled out over several phases of development. When fully implemented, the x360Portal will provide you with more efficient monitoring, alerting, reporting and billing.    If you have already received your invitation...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - How to install the Local Mount Utility (LMU)

The LMU is a downloadable Windows-based application that lets you mount a Rapid Recovery recovery point in any of the three available modes on any Windows machine. The light-weight utility can be installed on 32-bit as well as 64-bit Windows operating systems and includes the aavdisk and aavstor drivers, but it does not run as a service.   When you ...

3 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Sep 02 2021 - Manager (RMC) v 4.7 - Release Notes

  Version:     x360Recover Manager (RMC) v4.7   Release Date:     September 2, 2021 Fusion Virtual Office - Version 2.0 Fusion Virtual Office v2.0 features completely new Cloud Virtualization technology, which is reliable, faster, and more secure.  v2.0 offers additional configuration and management options such as the ability to edit failover VM re...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How to delete organization-level user accounts - x360Cloud

How to delete organization-level user accounts Navigate to the Settings page of the target organization and switch to the Users tab. Select the user(s) to delete by checking the box by the name(s). Click the delete icon   in the upper right corner. Confirm your selection by pressing the Delete button.      SUPPORT  | 720-204-4500 | 800-352-0248  To ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - System State fails with a -3 or -4 message

Problem: System State Fails with a -3 or -4 message. Resolutions:  Step 1 Please check the log files in C:\Windows\logs\WindowsServerBackup. If you find the below error please refer to this  KB article. Error in backup of C:\windows\\systemroot\ during enumerate: Error [0x8007007b] The filename, directory name, or volume label syntax is incorrect. I...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to submit a Feature Request

Link to the Axcient "Request a Feature" page:   https://axcient.com/request-a-feature/  ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Joining a Continuity Cloud Node to a Virtual Network

Scenario To bring data from the cloud node back down to the local environment or to allow snapshots to continue off the Cloud-hosted-VM production server.  Instructions: Networking Using networking to open access to a shared directory or the administrative share(s) on the Cloud node. Ensure the Local to Cloud-hosted-virtual environment is working pr...

2 min reading time
Updated October 20th, 2021 by Tami Sutcliffe

Create a backup policy (schedule) - x360Recover BDR

x360Recover release version 10.8.0 introduces a newly-engineered backup scheduling engine.  The new engine is built around the customer's business hours and features the ability to control some agent settings via policy controls which are built into the schedule engine. The Schedules tab in the left menu pane has been renamed to Backup Policies. Not...

3 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to replace or Add SSD drives for Axcient legacy BDRs - x360Recover

Purchasing from third party vendors The Axcient ordering portal no longer offers SSD drives for replacement or storage pool upgrades of x360Recover BDR units.  These devices are no longer available from our hardware provider.  If you need to replace failed drives out of warranty or add new drives to an existing unit to expand the storage pool, you c...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Schedule live, customized technical training

  Page Redirection If you are not redirected automatically, follow the link to Axcient Training Classes at https://axcient.as.me/training...

0 min reading time
Updated August 2nd, 2021 by Tami Sutcliffe

Axcient Support Service Level Agreements - SLAs

Support Service Level Agreements (SLA)  Issue Severity  Definition  Working Hours  Support Response   Time  Critical A significant business-impacting  issue that interferes with normal business operations 24/7/365 until workaround or resolution is provided, or until issue is de-escalated  < 60 minutes  High A business-impacting issue that does no...

1 min reading time
Updated November 3rd, 2021 by Tami Sutcliffe

Welcome to the Axcient Knowledgebase

Introducing your new and improved Axcient Knowledgebase You've arrived at the single source for all Axcient documentation. Our Support and Help pages have merged, combining technical articles, release notes, FAQs, and full user guides.   Tips and Tricks Content has been updated and consolidated to provide an intuitive guide through our products. Be ...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Nov 04 2020 - v 1.41.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.41.0       When      November 4, 2020 Log in here: New feature When you create or edit a user, you now have the option of selecting which products they can use with SSO.  Improvements  The Support page should have a smoother loading experience Bug fix Fixed an issue where clicking Cancel while chang...

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Updated November 25th, 2021 by Tami Sutcliffe

"How do I...?" - x360Sync

[Please visit the full FAQ section here:] Desktop Clients on Computers and Laptops  How many desktop clients can an end user register?   An end user can register an unlimited number of desktop clients and mobile apps under a single account. Where is my Synced Folder located on my local machine? After you download the Windows or Mac installation file...

8 min reading time
Updated August 1st, 2021 by Tami Sutcliffe

Manage LAN sync - x360Sync

Overview LAN Sync refers to a file synchronization approach that accelerates the sync process when a shared file or folder already exists on a Local Area Network (LAN). Typically, under a standard sync method, when a shared file is created, each subscribed device begins an individual sync process with the x360Sync Server.   With LAN Sync, when a new...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion 2.7 AVM Upgrade

Fusion 2.7 introduced Debian 9 based AVMs which is a more secure and robust platform. All partners are expected to upgrade their Axcient Virtual Manager (AVM) to Debian 9 by February 12, 2019. Existing Debian 7 based AVMs will continue to function normally, but they will not receive enhancements or feature updates delivered through the 2.7 release o...

1 min reading time
Updated September 1st, 2021 by Tami Sutcliffe

Axcient DirectRestore User Guide v.21.2.3

Axcient DirectRestore (ADR) is a granular data extraction software for offline SQL databases and Microsoft Exchange Server mailbox stores and Outlook files.  The utility provides direct access to unmounted database tables and mail store contents, displaying file structure and its contents with selective export functionality. With a search query tool...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Product Data Sheet

[High resolution PDF for printing:]     CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sign up for free one-on-one training. Please contact your Partner Success Manager or Support if you have specific technical questions. Subscribe to the Axcient Status page for a list of status updates and scheduled...

0 min reading time
Updated November 2nd, 2021 by Tami Sutcliffe

Create a Virtual Office Runbook - x360Recover

    Overview of x360Recover Runbooks: How to create a new Runbook How to start a Runbook How to edit, clone, or delete a Runbook Runbooks allow you to configure an automatic deployment plan for virtualized devices in the x360Recover Virtual Office.  Runbooks can be leveraged for the following use cases: Test Disaster Recovery – Create a Runbook to t...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to pay your Axcient invoice

What's new with your Axcient invoice?  Throughout 2019, we worked with groups of partners to launch our new x360 Portal. Access to the x360 Portal is being rolled out over several phases of development. When fully implemented, the x360 Portal will provide you with more efficient monitoring, alerting, reporting and billing.  If you have already recei...

1 min reading time
Updated October 7th, 2021 by Tami Sutcliffe

Introduction to Direct-to-Cloud (D2C) - x360Recover

What is Direct-to-Cloud (D2C)?   Axcient’s x360Recover Direct-to-Cloud (D2C) provides MSPs with the same full-featured, image-based backups of traditional x360Recover, but without the expense of deploying or managing a local appliance.  Features available in Direct-to-Cloud (D2C)   Workstation protection: Chain-free, image-based backups are sent dir...

5 min reading time
Updated September 28th, 2021 by Tami Sutcliffe

Deploy a D2C agent - x360Recover

Direct-to-Cloud (D2C) agent deployment Axcient x360Recover now offers the option to deploy backup agents in Direct-to-Cloud mode, eliminating the need for a local BDR appliance. This article provides a list of best practices to follow when setting up your customer’s protected system for Direct-to-Cloud backup.  Convert an existing appliance protecte...

3 min reading time
Updated May 25th, 2021 by Tami Sutcliffe

Best practices for x360Sync administrators - Install desktop clients on terminal servers

Overview x360Sync does  provide support for Windows terminal servers, allowing multiple users to log into one machine. Please note, however, that x360Sync only allows one single sync queue; all users will share a unified sync queue. For example, if an end user adds a file and initiates a sync process, other sync processes will need to wait until thi...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Dec 16 2020 - v 2.41.0 - Release Notes x360Cloud

     Version      2.41.0      When      December 16, 2020      Goals Fix issues reported by users On-demand backup status report generation   New features Users can generate on-demand backup status reports  Currently, the backup status of an organization in x360Cloud is evaluated automatically once per day.  (Organization backup status depends on wh...

1 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

Multi-Factor Authentication (MFA) - x360Recover Management Portal

With the release of version 9.0.0,  Axcient x360Recover provides basic support for multi-factor authentication (MFA) to enhance security on your x360Recover Management Portal.  Step-by-step instructions to enable MFA on your x360Recover Management Portal account are here: x360Recover MFA supports open One-Time-Password (OTP) applications that run on...

0 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

Manage the Thin Client - x360Sync

You can use the x360Sync system tray icon to  Select preferences or change settings  Pause a sync process View warning messages Review new product updates How to select preferences using the system tray icon To manage your preferences or to change your settings:  1. Click the x360Sync system tray icon to begin. This system try icon is typically foun...

2 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

How to reset a lost customer password - x360Recover

The customer password is required to access customer data and perform recovery operations on the x360Recover vault.  If you have lost the customer password, it can be reset within the x360Recover License Portal. Reset the customer password If you cannot remember the customer password you created:  1. Log on to the licensing portal with your reseller...

0 min reading time
Updated November 11th, 2021 by Tami Sutcliffe

Migrate from one device to another in x360Recover

Migrate a protected system in x360Recover  In certain circumstances, you may want to relocate a protected system in x360Recover from one device to another. This could be for several reasons including migrating to a new appliance or balancing storage consumption between vaults.  In order to facilitate this process, x360Recover has the ability to perf...

4 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

How to restore Exchange from the Granular Exchange Recovery into a live exchange server - Axcient DirectRestore

The following steps are required to restore Exchange from the Granular Exchange Recovery into a live exchange server:   For Exchange 2010 1. Run Exchange Management Shell (EMS) as Administrator and type the following command: New-ManagementRoleAssignment –Name:MailboxBackup –Role:ApplicationImpersonation –User:axcientbackupadmin 2. Copy text and pas...

0 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

Customize email templates - x360Sync

You can create email templates that are used when distributing emails related to new user accounts, new guest accounts, share emails, multiple share emails, and Team Share emails. You can customize the text of the email templates, and even use HTML to customize styles and add images. Welcome email—a welcome email is distributed to end users when the...

1 min reading time
Updated August 20th, 2021 by Tami Sutcliffe

Delete data from the ShadowProtect Cloud

To remove data from the SP Cloud account: 1. Log in to the ShadowProtect Cloud Vault with an FTP (File Transfer Protocol) client. File protocol:  FTP Encryption: TLS/SSL Explicit encryption H ostname:  vault URL (example : sp-yourvault1 .aa.sc.efscl oud.net) Port number: 3703 6 User name: username associated with the account you’re trying to remove ...

0 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

Create a bootable USB flash drive - x360Recover - BDR - FAQs

You can utilize your preferred bootable USB creation tool.  We recommend Rufus as a good all-around USB creation utility. You can download it from the following url: https://rufus.ie/ Note: You must have local Administrator privileges on your machine in order to run Rufus.  1. Download the x360Recover Installation Media File. Under Installation ISO,...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Sep 29 2021 - Manager (RMC) v 4.9 - Release Notes

  Version:     x360Recover Manager (RMC) v4.9  Release Date:     September 29, 2021 Features  x360Recover Replibit and Direct-to-Cloud (D2C) reports  Provides details about latest backup snapshots along with AutoVerify Results Enhancements and bug fixes  Enhanced the RMC health status determination functionality to address false alerts related to de...

0 min reading time
Updated April 28th, 2021 by Tami Sutcliffe

Manage user accounts - x360Portal

If you are an administrator, you can create, edit, and delete user accounts in the Axcient x360 Portal.  The Users page is where you can add employees to your organization, manage which employees have access, and set up their permission roles.  Create a new user account In the x360 Portal, click the Users tab. Click the Create New button. Enter desc...

1 min reading time
Updated October 21st, 2021 by Tami Sutcliffe

Create D2C backup policies (schedules) - x360Recover

When the agent is installed on a protected system, you can create backup policies (schedules) and apply these backup policies to protected systems.  All backup policies are created and maintained within the vault.  Backup policies allow for full flexibility when defining your Recovery Point Objectives (RPO) for each customer and protected system. x3...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Best Practices for Managing Space Consumption

If you experience low disk space,  analyze your storage requirements and reduce the space currently being used by doing one or more of the following:  Reduce the retention period of selected backup jobs Reduce the scheduled frequency of selected backup jobs Remove existing backup jobs [1] Create exclusions in a backup job [2]  For detailed instructi...

0 min reading time
Updated November 23rd, 2021 by Tami Sutcliffe

Azure VMs: Virtualize with Direct-to-Cloud

What does Microsoft Azure involve? Microsoft offers a cloud program which provides Microsoft 365, Azure virtual machines, and associated cloud storage for production workloads.  How is client data protected in Microsoft Azure? Similar to Microsoft 365, Microsoft has uptime SLAs surrounding its Azure services -  but not for the actual data stored wit...

2 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

How to create a Team Share within a backup - x360Sync

Overview In x360Sync, you can optionally turn a subfolder within an already backed-up folder into a Team Share.  Instructions  1. In the Backups tab, find the backup that contains the appropriate subfolder. Deactivate this backup. 2. In the Machines tab, find the appropriate machine that holds the subfolder, click the Enable Mapping link, and then c...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Sep 2020 - Web Portal v 2.29.0 Release Notes - x360Sync

     Component      Web Portal       Version      2.29.0      When      September 2020      Goals Align the appearance of dialog pop-ups Improve Microsoft 365 file viewing when accessing public shares Set a generic name for the Download Apps page Improvements Improved dialog pop-up appearance After the recent Web Portal redesign, some dialog pop-ups...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2016a] Online Backup Manager Release #: 3.17.38

Online Backup Manager Release #:  3.17.38 Download Release Date:  Week of 09/26/2016                                                                                         Auto Update as Minor Version Release Date:  planned for 10/5/2016 OBM version 3.17.38 was released for manual download only (through the Axcient backup portal) on 9/28/2016.  An ...

1 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

Register for live Cloud training session - ShadowProtect

Schedule an hour of ShadowProtect Cloud configuration training, designed for technicians that need to make things work here:  ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to enable Auto Pay

Our Auto Pay feature gives you peace of mind when working with your Axcient invoices. Just enable Auto Pay, and you can "set it and forget it", saving time and hassle. Note: If you have made a payment previously but did not enable Auto Pay at that time, please review the following instructions and then proceed from Step 4. (Your credit card informat...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I automatically archive static data to a Basic account?

Overview It may be desired to configure the backup such that data that is not changing is backed up to a Basic account (where only the most recent version is kept), whereas data that is changing all the time is kept in a Select account. This can be accomplished by configuring one Select account and one Basic account to backup the same set of data, b...

2 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

May 2020 - v 10.1.0 - Release Notes x360Recover

 Version:     10.1.0  Release Date(s):     Targeted release starting May 6, 2020   Release Overview x360Recover 10.1.0 is a f eature release . The primary focus of this release is to provide limited support for protected systems with Advanced Format (4K) hard drives and to deploy enhancements to assist Axcient support with troubleshooting issues wit...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Apr 29 2020 - v 1.24.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.24.0       When       April 29, 2020 Log in here: New Feature  Added the ability to log out from the MFA Setup Required screen when a user attempts to access a Portal where MFA Policy has been set to required. Added the option to re-send the SMS MFA code from the Login screen. Fixes   Fixed issue wi...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD- Veeam [VMware #3] Restore an Entire VM

    Return to the  VMware Continuity Cloud Guide -  BDR for Veeam  SECTION 3: RESTORE A ENTIRE VM In Section 3, you will restore your VM. The restore process will allow you to select the virtual machines you wish to restore, the desired restore points, target host, storage, and networking options. To begin, click the Restore button on the top ribbon...

1 min reading time
Updated October 22nd, 2021 by Tami Sutcliffe

Perform a silent install of the agent

The latest agent installer for Axcient x360Recover has now been packaged as a standard Windows installer .MSI package.  In order to perform an automated installation, custom properties must be set when calling the Windows installer in order to configure the agent settings.  To perform a silent installation of the x360Recover agent, use MSIEXEC as fo...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to tell how much data is selected before starting the backup

Overview Determine how much data is selected (for backup) before the initial backup to make sure it is within the quota (if one exists for this account). This can be done using the Visualize feature on the Folders page within the Backup Manager. Instructions Open the Folders page in the Backup Manager. Click the Visualize button. Maximize the window...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Troubleshoot File Server Enablement with Synology NAS Devices - x360Sync

File Server Enablement allows you to map a folder structure on a file server to a Team Share or a user account in the cloud. In addition to local paths, you can specify a network share, a UNC path, or a NAS device as a source for File Server Enablement. For more information on configuring File Server Enablement, please reference the Cloud-Enabling a...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Scenario: Multiple Service Plans with ShadowProtect Standalone

Question: How to approach the configuration of a single server with both volume and file based backups without a BDR appliance? Resources: Existing guide for mixing Select and Basic service plans can be found here: Axcient r - Basic/Select Guide The guide's approach is with respect to archiving somewhat static data at a lower cost rate than more act...

4 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Apr 14 2020 - v 2.9.0 - Release Notes x360Cloud

     Version      2.9.0      When USDC: April 13 2020 AMS:   April 14 2020      Goals To enable automation for critical actions which MSPs need to know about, in real-time (such as no successful backup for 24 hours)  To fix issues reported by users New Features Integrate ConnectWise ticketing with x360Cloud ConnectWise is a Professional Services Aut...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Remove Unwanted VSS Provider

To resolve this issue, you need to determine what unnecessary VSS providers are present, remove them and revert to the previous status (if necessary).  Open an elevated Command Prompt and type vssadmin list providers After you get the list of providers, identify the unnecessary ones. now got to the Registry 1.  Open Regedit2.  Browse to HKEY_LOCAL_M...

0 min reading time
Updated October 19th, 2021 by Tami Sutcliffe

Assign an alias to a protected system - x360Recover

Too many similar names for protected systems?  Many of our partners have reported difficulty distinguishing various managed client devices due to their internal naming conventions.  Partners that prefer to name client devices based on function (without any client-specific component) often have many protected systems with similar or identical names. ...

0 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

Migrate from an existing BRC appliance using the Axcient cloud

Overview   There are several different approaches available for hardware migration from BRC to x360Recover.  This document provides a step-by-step guide for migrating from Axcient BRC to x360Recover using your existing BRC appliance and the Axcient cloud. Review all available BRC migration methods here A note on software:   When you are ready to mig...

4 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

Resumable Replication / Replication 2.0 - x360Recover

With the release of version 8.1.0, the replication engine has been completely replaced.  Replication 2.0, generally referred to as ‘Resumable Replication’ is a total overhaul to the way replication is performed, providing both a more robust transfer mechanism and a 3x-5x improvement in end-to-end replication performance.  What is Resumable Replicati...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to remove a Cloud tenant

This knowledgeable article will provide procedures on how to remove a Veeam Cloud Connect tenant, and any associated data from the Axcient Cloud. The following methods will be explained below: Removing tenants and data from the clients’ local Veeam Environment Removing tenants and data from the Axcient Veeam Cloud console Please follow the steps for...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Combining Axcient Select and Axcient Basic Service Plans

Save yourself and your customers money.  Only Axcient has the unique ability to combine its two different services, Axcient Select and Axcient Basic, in order to give you the most bang for your buck in the remote back-up space.   Following the steps in this “How To” guide will allow your customers to back up static data to an Axcient Basic account w...

3 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

How to install a desktop client on a terminal server - x360Sync

Overview x360Sync supports Windows terminal servers, allowing multiple users to log into one machine. Please note, however, that x360Sync only allows one single sync queue; all users will share a unified sync queue. For example, if an end user adds a file and initiates a sync process, other sync processes will need to wait until this first process c...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - vApp paused all operations and all other VMs on the same datastore

Problem: The Virtual Appliance paused all operations, and all other VMs on the same datastore. Cause: This is caused by the underlying data store for the vApp runs out of space. This may be due to the vApp’s usage of thin provisioning and the data store running out of physical space. Solution: To resolve this, please move the vApp to another datasto...

0 min reading time
Updated September 6th, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - Veeam [Hyper-V #3] Restoring Your VM

Return to the   Hyper-V Continuity Cloud Guide - Axcient BDR for Veeam  SECTION 3: RESTORE YOUR VM In Section 3, you will restore your VM. The restore process will allow you to select the virtual machines you wish to restore, the desired restore points, target host, storage, and networking options. To begin, click the Restore button on the top ribbo...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Manage by exception philosophy [Video]

[Video: 4 minutes]  Hosted  at https://player.vimeo.com/video/106223200  ...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Jul 2020 - v 10.2.2 - Release Notes x360Recover

 Version:     10.2.2  Release Date(s):     Limited release starting July 30, 2020   Release Overview x360Recover 10.2.2 is a l imited release . The purpose of this release is to address issues encountered by beta program partners testing the new integration with the Axcient  Remote Management Console (RMC). Summary of Bug Fixes Fixed issue with inva...

1 min reading time
Updated October 4th, 2021 by Tami Sutcliffe

Perform Bare Metal Recovery - x360Recover

Overview of bare metal recovery  Bare Metal Recovery (BMR) is the process of restoring a protected system directly back onto a newly repaired or replaced hardware system. Note: You can also perform a bare metal recovery onto virtual systems.  In most cases, this virtual approach is the fastest method of recovering a protected system completely from ...

7 min reading time
Updated June 22nd, 2021 by Tami Sutcliffe

Jan 2020 - v 10.0.0 - Release Notes x360Recover BDR

 Release Information  Version:     10.0.0  Release Date(s):     Targeted release starting January 27, 2020 Release Overview 10.0.0 is a Feature Release. The primary focus of this release is to perform the Ubuntu Xenial operating system upgrade.  Hotfix release 10.0.2 is available here: Important Notice  This release will perform an upgrade of your d...

3 min reading time
Updated August 27th, 2021 by Tami Sutcliffe

Axcient Continuity Cloud FAQ: Demo Node Trial [Request Form]

     Download the Demo Node Trial Request Form            What is a Continuity Cloud Demo Node Trial? We offer a free Continuity Cloud demo node trial for your internal review and education. These trials give you an opportunity to learn how to use the hardware and software needed to recover your customers backups before you need to do it in real-tim...

3 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Aug 2020 - 10.2.3 - Release Notes x360Recoverx

 Version:     10.2.3  Release Date(s):     August 6, 2020   Release Overview x360Recover 10.2.3 is a critical hotfix release . The purpose of this release is to  address a critical issue affecting most x360Recover devices after the deployment of a broken Ubuntu repository package overnight. Summary of Bug Fixes  Fixed issue with broken ZFS kernel mo...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Creating the User Count Report - x360Sync

Using the Reports page in the administrative web portal, you can track various activities within the system, and export the report to your local machine. You can also set up recurring reports. For example, you can create a report to count the number of active user accounts, which allows you to track usage within the system, and even support billing ...

1 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

7. Customer reports - ShadowProtect

  [Return  to INDEX:] Axcient's detailed monitoring and reporting for BDR for ShadowProtect Cloud vaults includes machine-level reports and access to detailed views from a variety of convenient locations in the Axcient portal. Email notifications are also available, to proactively alert partners and customers. Details about the Axcient BDR for Shado...

4 min reading time
Updated November 3rd, 2021 by Tami Sutcliffe

Microsoft SQL best practices - x360Recover BDR

Question: Does x360Recover support backup and recovery of Microsoft SQL?  Answer:  Yes, but… There are several factors to take into consideration which can complicate the backup and recovery of Microsoft SQL. Recovery modes: simple vs full  Microsoft SQL is a transactional database server.  It is designed to provide both high availability and high r...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - [Axcient] VMware Continuity Cloud Guide

  Please click on the link below to access this full guide in PDF format:   Axcient BDR for Veeam VMWare Continuity Cloud Guide [Version 2.0 Last published 2018] Using the Axcient Continuity Cloud for Veeam, you can access fast off-site virtualization of your replicated VMware servers.  This Axcient BDR for Veeam VMware Continuity Cloud Guide descri...

0 min reading time
Updated November 4th, 2021 by Tami Sutcliffe

Migrate from BRC with no hardware, using D2C

Overview There are several different approaches available for hardware migration from BRC to x360Recover.  The following document provides a step-by-step guide for migrating from Axcient BRC to x360Recover in Direct to Cloud mode, side by side with BRC, while the initial base image backup is sent to the Cloud.  Local cache may be enabled optionally ...

5 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

2. Install ImageManager - ShadowProtect

[Back to INDEX:] What is StorageCraft ImageManager? StorageCraft ImageManager is the software interface used to schedule and maintain the files and storage space used by ShadowProtect. As of June 1, 2016 ImageManager 7 had been integrated into the Axcient cloud. Install ImageManager: Warning: Run the installation as a Windows administrator to preven...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.18 Release Notes

     Component      Web Portal      Version      2.18.0      When      June, 2020      Goals Extend the  integration with Microsoft 365  Improve UX of shared files Improvements Share Links improvements  When we deployed the new design, one thing was missing - Shared File context menu and the left mouse button click behavior. Files now can be opened ...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Verify an appliance license - x360Recover

Once the  Storage Pool  is set up, you should verify that licenses have been assigned to the appliance. In the upper-left corner of the screen you will see available licenses displayed. Shown in the image above is an example of Endpoint licensing. If storage licensing has been assigned, you will see a presentation of the remaining storage limit in T...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Enable backups after recovery or import of a protected system- x360Recover BDR

When you have successfully completed a recovery or import of a protected system, you can create a connection to the vault from the Vault Settings tab.   In the lefthand navigation, click the Protected Systems tab. You will see a list of the systems currently being backed up and protected by the Appliance. Click on the appropriate System Name to disp...

0 min reading time
Updated April 16th, 2021 by Tami Sutcliffe

Quest - Rapid Recovery Continuity Cloud Guide V6

Technical Instructions Setting Up Rapid Recovery V6 Virtual Standby Jobs This section describes how to configure virtual standby jobs if you are usingRapid RecoveryV6. Note: To configure one-time exports instead of ongoing virtual standby, please see Setting Up Rapid Recovery V6 VM Exports below. Virtual standby jobs allow you to keep updated Hyper-...

11 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

What do I do if I get an Access Denied error in the iOS Photo Library? - x360Sync

Issue iOS users might receive the following error:  You have denied access to your photo library.  This error indicates that the app needs access to your photo library so you can upload pictures or videos.  Solution Please check the privacy settings on your phone.  Navigate to Settings >Privacy > Photos, and ensure the Synced Tool toggle is se...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Aug 05 2021 - Manager (RMC) v 4.5 - Release Notes

  Version:     x360Recover Manager (RMC) v4.5  Release Date:     August 5 2021  x360Recover Virtual Office  Eliminated per service (appliance) compute resource limitations. Partners can now allocate up to 32GB RAM and 16 cores for every VM included in the virtual office. Bug fixes  Fixed several minor alignment issues in the new UI SUPPORT | 720-204...

0 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

Restore backups from storage nodes using ImageManager 7.x for ShadowProtect

Copy data using a mounted volume In this approach, you will use Windows Explorer to mount the X: volume from the storage vault to copy the data. Communication will happen across Axcient's internal data center network, resulting in much faster transfer speeds than if you were restoring over the Internet. Step 1. Open Windows Explorer, right click on ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Jan 14 2021 - v 2.43.0 - Release Notes x360Cloud

     Version      2.43.0      When      January 14, 2021      Goals      Fix issues reported by users   New feature  Bulk account selection/deselection for backup In organizations with hundreds (or thousands) of user accounts, sites, or shared drives, it can be challenging to manage backup account selection - even though the user account selection o...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - Error occurred while taking snapshot: Failed to quiesce the virtual machine

Problem: The user has received the following the alert: An error occurred while taking a snapshot: Failed to quiesce the virtual machine. Cause: VMware was unable to quiesce (temporarily disable the file system) during replication because of a VMware Tools-related issue. Solution: Whenever this error occurs, the Axcient Virtual Manager (AVM) automat...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

IPMI Interface Quickstart Guide- x360Recover

The purpose of this guide is to provide you with a high-level overview of the most commonly used functions in the Intelligent Platform Management Interface (IPMI) for the Axcient x360Recover BDR appliances. The IPMI interface allows system administrators and other authorized users to access their system remotely, control the power of their system, r...

0 min reading time
Updated August 20th, 2021 by Tami Sutcliffe

Configure data retention settings on a ShadowProtect BDR

Overview The BDR empowers you to take bare-metal backup of servers and desktops and store these backups locally on the BDR appliance. The bare-metal backups are powered by StorageCraft ShadowProtect in continuous incremental mode. Both the StorageCraft ImageManager and the backup manager software settings govern how much historical data is retained....

4 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Components - x360Sync

x360Sync is a secure and reliable file synchronization software platform that allows end users to collaborate, synchronize content from multiple devices, and back up important files and folders. x360Sync is comprised of two services:  The server service can be provided by x360Sync’s hosted cloud infrastructure (called the SaaS model) or it can be ho...

3 min reading time
Updated August 27th, 2021 by Tami Sutcliffe

Configure settings for a client organization - x360Cloud

Overview  After you configure your client's organization, you will be redirected to the organization's Settings page, where you can: update Services settings review General settings such as contact details manage User settings including adding and deleting organization-level user accounts For detailed instructions on configuring a full range of clie...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - ShadowProtect - Axcient BDR for ShadowProtect Continuity Cloud Guide

Learn how to use Axcient's Online Backup Manager (OBM) software to decrypt bare-metal backup images, implement VirtualBoot to virtualize each server and configure the virtual firewall for desired networking and port forwarding. There are two methods available to restore your backup chain to an Axcient Continuity Cloud node. Your choice of methods de...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to rebuild the incremental backup cache

STEP 1. Open the Online Backup Manager and select File Manager in the Control Panel page. STEP 2. Select the desired back up location from the drop-down menu in the Server field. You can choose from the destinations defined on the Remote Server, Local Server or Local Disk fields of the My Account page in the Backup Manager. Then click Next. When reb...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

TRAINING - x360Recover BRC/Fusion ACE Certification Courses

The Axcient Certification Expert (ACE) program is available to help partners feel comfortable and confident administering Axcient products. ACE certification will increase your technical skills and show you the most effective ways to deploy, manage, and recover data with Axcient BRC and Axcient Fusion.     ACE BRC Certification Lesson 101: Introduct...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I restore SharePoint?

Overview  Our KB article on backing up Microsoft SharePoint describes three different strategies for backing up SharePoint: direct SQL-level backups, SQL-level backups using the SQL Server backup tools, and backups using the stsadm SharePoint tool. The restore process depends on which backup strategy was used. Another factor to consider is whether o...

4 min reading time
Updated July 22nd, 2021 by Tami Sutcliffe

Jul 07 2021 - v 2.68.0 - Release Notes x360Cloud

Version      2.68.0 When      July 7, 2021 Goals      Fix issues reported by users   Fixes Fixes for customer escalations and markup issues. Fixed a page reloading issue which sometimes occurred during launch from the x360Cloud tile in the x360Portal, after the browser session expired.  Known issues Smart Search shows an incorrect number of matching...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Default Windows Excluded Files

Some files are always excluded in backup jobs for devices running the Windows operating system. (There are no automatic exclusions for other operating systems.)  Default Windows excluded files include: Axcient-specific files /axcient /Axcient Pagefile and Hybernate files /hiberfil.sys /pagefile.sys System volume information files /System Volume Info...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Jul 19 2021 - Manager (RMC) v 4.4 - Release Notes

  Version:     x360Recover RMC v4.4  Release Date:     July 19 2021 Bug fixes  Fixed several minor alignment issues in the new UI  SUPPORT | 720-204-4500 | 800-352-0248 To contact Axcient Support, please log in to the x360Portal or call 800-352-0248 Free certification courses are available in the Axcient x360Portal under Training To learn more about...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Axcient Appliance cannot access Web Application

Problem: Axcient appliance is not accessible/cannot access the Axcient Web Application. Cause: There is a connectivity issue with the Axcient appliance that is not allowing it to reach the Web App. Solution: To check connectivity between the Axcient appliance and the Web App, do the following: 1. Log in to the Unified Management Console (UMC) of the...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Sep 10 2021 - Recovery Center 1.2.0 - Release Notes

Component Recovery Center for x360Recover Direct-to-Cloud (D2C) Version 1.2.0 Release Date September 10 2021 Release overview Recovery Center 1.2.0 is a feature release. The primary purpose of this release is to provide feature enhancements and deliver a complete suite of recovery options for Direct-to-Cloud with local cache.   Enhanced features in ...

1 min reading time
Updated November 18th, 2021 by Tami Sutcliffe

[INDEX] Implement x360Recover - BDR - FAQs

This index is a quick reference tool to help you through the process of implementing x360Recover.  Each section will focus on the following tasks:    TABLE OF CONTENTS        001.   Five Major x360Recove Components        009.  Using the Licensing Portal      002.   Pre-Installation       0010.  Using the Global Management Portal (GMP)      003.   S...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Resolving File Sync Warnings When Attempting to Back Up a Folder on a Windows Machine - x360Sync

Note: The 2.6.1 desktop client provides information to better support the administration of file sync warnings. With this updated desktop client, you might notice additional file sync warnings that register through the desktop client. Folder Not Accessible is one of these warnings. Warning Message When backing up a folder on your local machine (for ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - Error occurred while saving a snapshot

Problem – An error occurred while saving the Fusion snapshot during replication. Cause – This is an issue with heap memory exhaustion due to change block tracking (CBT) when the VM has multiple VMDKs. Solution – Upgrade the vSphere 6.0 to build 2715440. For more information, please visit the Backing up the virtual machine fails when CBT is enabled a...

0 min reading time
Updated July 23rd, 2021 by Tami Sutcliffe

Backup for Files - How can I restore data using the File Manager Utility?

Overview: This article presents the procedure for restoring data using the File Manager Utility. Prerequisites: This article assumes the following:  The passphrase used to encrypt the data is known or there is an active established profile used to backup the data originally on the system where the restore is taking place. Steps CAUTION:  If the purp...

2 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

x360Recover - AxCloud Release Notes

Axcient AxCloud 10.1.1 [PDF] Axcient AxCloud 1.20.0 [PDF] Axcient AxCloud 1.19.0 [PDF] Axcient AxCloud 1.18.0 [PDF] Axcient AxCloud 1.17.0 [PDF]  ...

0 min reading time
Updated June 28th, 2021 by Tami Sutcliffe

[TEST] PSA for x360Recover

This is a test for the "universdal" PSA article at https://axcient.helpjuice.com/PSA-Integrations/360059921654-ConnectWise-PSA-Integrate-x360Recover-RMC?from_search=67243400...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How long will the initial backup take?

Overview How long the initial backup/upload will take depends on several factors, including: Amount of data to backup Number of files to backup Upload bandwidth (speed) of the clients Internet connection Latency (delay) of the clients Internet connection This article will help you estimate how long the initial backup will take based on these factors...

3 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to use the file browser to view mounted disk volumes - x360Recover

The File Browser lets you explore mounted disk volumes from protected system recovery points, and download individual files for simple file recovery. Using File Browser you may also view the full system disk images that have been Exported on the device, download individual disk image files, or delete Exported disk images that you no longer need. To ...

0 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

Fusion - Replication jobs fail with error “Vixd mount failed for device”

Problem: Some or all replication jobs are failing due to the following error:   Vixd mount failed for device Cause: The cause for this error can be one of the following: Amount of memory assigned to the AVM was modified which in turn causes SCSI controllers to disappear due to no disks assigned to them. VMDK being protected is an independent-persist...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync - Protect Video Conference Recordings While Working Remotely

Like many organizations, Axcient has temporarily closed its Denver office to help reduce the spread of the COVID-19 virus. x360Sync, our File Sync and Share tool, allows our team to work remotely, ensuring secure and seamless collaboration while we continue our daily operations.   As a best practice, we encourage our Axcient team to back up or sync ...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

VSS Troubleshooting Guide - x360Recover

Overview x360Recover uses the 'volume shadow copy' (VSS) technology built in to Windows to safely perform backups of open files. VSS provides the functionality to take a snapshot of a volume, allowing backups to backup data from the unchanging snapshot instead of the volume that is changing all the time. ***The Microsoft Volume Shadow copy Service i...

2 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

View the Server ID from the Licensing Portal - x360Recover

In the Axcient x360Recover Licensing Portal , the User Management Window is used to only indicate if a Server ID existed (this was visible in the Licenses window under the, “Used” column represented by a Yes or a No).    With this enhancement to the Licensing Portal, after you log in you can now click on the Yes value in the Used  field, and the x36...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Registration failed because of browser problems with Internet Explorer (v8 or 9)

Problem: Registration failed due to a browser related issue in Internet Explorer version 8 or 9. Cause: There are compatibility issues when using Internet Explorer. Solution: Try one of the following: Register using Firefox or Chrome instead of Internet Explorer. In Internet Explorer, use Compatibility mode for all sites. In addition, clear out the ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2017b] Online Backup Manager Release #: 3.18.46

Online Backup Manager Release #:  3.18.46 Download Release Date:  Week of 01/02/2017                                                                                         Auto Update as Minor Version Release Date:  01/11/2017 OBM version 3.18.46 was released for manual download only (through the Axcient backup portal) on 1/4/2017.    This release ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Restore Incremental Backup Cache on Linux or Mac

Overview On occasion, particularly after a restoration of a systems files after a crash or a re-build, part of the process for continuing where a backup left off without fully re-uploading the data will involve "Rebuilding the Incremental Backup Cache".   These steps only describe how to Rebuild the cache using the command line. Instructions Launch ...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Request a New Account - x360Portal

Ready for your new Axcient x360 Portal account? 1. The first step is to contact your Partner Success Manager (PSM) and let them know you would like to have your account activated. Need help finding your Partner Success Manager?  Please call us at 800.352.0248 for assistance. 2. Your Partner Success Manager will send you an email with a registration ...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

General VSS / open file backup troubleshooting - x360Recover

Overview The product uses the 'volume shadow copy' (VSS) technology built in to Windows to safely perform backups of open files. VSS provides the functionality to take a snapshot of a volume, allowing backups to backup data from the unchanging snapshot instead of the volume that is changing all the time. This technology is available on Windows XP, V...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Oct 15 2020 - v 1.38.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.38.0       When      October 15, 2020 Log in here: Fixes  Fixed an issue with slow checkbox responsiveness Fixed an issue where "Something Went Wrong" while visiting the portal login page    CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sign up for ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2016f] Online Backup Manager Release #: v3.11

Online Backup Manager Release #:  v3.11 Release Date:  Internal release only – Week of 3/28/2016 Maintenance Refactor for Visual Studio 2015....

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Aug 04 2020 - v 2.22.0 - Release Notes x360Cloud

     Version      2.22.0      When      August 4, 2020      Goals Improve end user account selection for backup Fix issues reported by users   New features Google Workspace services protection in x360Cloud (new UI) x360Cloud partners are now able to protect Google Workspace data for their organizations and clients regardless of UI or datacenter loca...

1 min reading time
Updated October 19th, 2021 by Tami Sutcliffe

Manage volumes excluded from backup - x360Recover

See which volumes are excluded from backup (and why) With the release of x360Recover v 10.10.0 (along with agent release 2.30),  the UI on the protected system now displays the list of volumes being excluded from backup (for whatever reason) - along with an explanation of why this exclusion occurs. Being able to see which volumes are excluded (and w...

1 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Mar 11 2021 - v 2.51.0 - Release Notes x360Cloud

     Version      2.51.0      When      March 11, 2021      Goals      Fix issues reported by users   Fixes  Fixes for customer escalations and markup issues.  Fix for backup reports sometimes not shown in historical order (sorting issue). Fix for OneDrive file permissions not restored during file restore. Known issues Endless page redirects occur a...

0 min reading time
Updated July 29th, 2021 by Tami Sutcliffe

Agent configuration parameters

x360Recover  Agent Configuration Parameters [PDF] Notes: Configurations are case sensitive. Boolean should be true and false and nothing else. As a general rule, when several configurations are allowed they can be split by comma "," Line comments are defined by # Last updated 04.21  x360Recover_Agent_Configuration_Parameters.pdf CUSTOMER SUPPORT  | ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Mar 04 2021 - v 2.50.0 - Release Notes x360Cloud

     Version      2.50.0      When      March 4, 2021      Goals Improve the user experience  Fix issues reported by users    Improvements  Backup status now linked to related backup report In this version, we have improved the user experience by linking the backup status with the relevant backup report. The linked report shows the impacted containe...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2016d] Online Backup Manager Release #: v3.15.109

Online Backup Manager Release #:  v3.15.109 Release Date:  Week of 07/18/2016 Axcient BDR for Dell Rapid Recovery Support for Dell Rapid Recovery (previously named AppAssure) v6.  With this update, partners will be able to reference the Axcient Backup portal to fully monitor their BDRs running Rapid Recovery.  NOTE – Requires Rapid Recovery update 2...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - What should I do before reformatting my hard disk?

Overview In some circumstances you may be in a position where you have to reformat or change your hard disk (for example, to eliminate extremely stubborn viruses / spyware / rootkits, to fix a corrupted windows installation, to upgrade to a new hard disk, etc.). It is imperative that you verify you can restore your data before reformatting. Importan...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Mar 15 2021 - Manager (RMC) v 3.7 - Release Notes

  Version:     x360Recover Manager (RMC)  v3.7   Release Date:     March 15 2021   Important note: Please ensure all organization (partner) users who require access to the x360Recover RMC have an x360 Portal account as soon as possible. Existing RMC organization (partner) user credentials will stop working after July 1, 2021.  This notice does not a...

1 min reading time
Updated June 14th, 2021 by Tami Sutcliffe

Jun 2020 - Synced Tool for Android Version v 4.8 Release Notes - x360SYnc

     Component      Synced Tool for Android      Version      4.8      When      June 2020      Goals Extend uploading functionality Improve the upload experience for users   New features   The focus of this release is on improving the overall user experience when uploading, including extending uploading functionality.  Select multiple files to uplo...

1 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Turn on Remote Assist - x360Recover - BDR - FAQs

x360Recover Remote Assist allows a x360Recover technician to access your appliance through a secure SSH connection to assist with troubleshooting and resolution of certain problems. To turn on the x360Recover Remote Assist: 1. Go to the Appliance / Vault and choose the System Settings navigation on the lefthand side. 2. Under Remote Assist, click th...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Jul 06 2020 - v 2.17.0 - Release Notes x360Cloud

     Version      2.17.0      When      July 6, 2020      Goals      Fix issues reported by users   Improvements Redirection to the last visited page when re-authorizing to x360Cloud after a session expires As a reseller (and x360Portal user), you may have experienced the inconvenience of losing the page you were on after a browser session expires. ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I manage accounts using the web portal?

Overview Account management centers around the web portal Account List. You can search and sort on almost any field. Most management actions are performed by using the hyperlinks on the row representing the account. Searching: Allows you to find one or more accounts quickly based on conditions on fields that you choose (such as username, company nam...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to modify a tenant's storage quota

1. Log into the Axcient Remote App Gateway and connect to the vault that contains the tenant you would like to modify. 2. Navigate to the Cloud Connect section of the console.    3. Select Tenants from the context menu to display the list of your tenants on the right.   4. Select the tenant you would like to modify and then click the Edit Tenant. 5....

0 min reading time
Updated November 12th, 2021 by Tami Sutcliffe

[CLASSIC] x360Cloud - Restore or Download Backup Objects

IMPORTANT DISCLAIMER: This information is related to a deprecated version of x360Cloud. This information applies to the [Classic] version and may not apply to the current version of  the x360Cloud product. After using the Classic x360Coud SmartSearch tool to find a backup object, you can optionally perform restore or migration operations on this obj...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - “Service Temporarily Unavailable” message in the Web Application after deploying a Virtual Appliance

Problem: User receives a “Service Temporarily Unavailable” message in the Web Application after deploying a Virtual Appliance (vApp). Cause: This error message occurs when the vAppe is unable to connect to the Web App and establish a secure tunnel. You will see this message on the RMC side when attempting to log into the listed vApp for the first ti...

0 min reading time
Updated November 4th, 2021 by Tami Sutcliffe

Oct 21 2021 - v 2.83.0 - Release Notes x360Cloud

Version      2.83.0 When      North America - October 20, 2021      Europe - October 21, 2021 Goals      Fix issues reported by users    Improvements  Simplify the organization creation form. The billing info section has been removed. Fixes   Fixes for customer escalations and markup issues.  Fixes for markup issues caused by long file and folder na...

0 min reading time
Updated August 20th, 2021 by Tami Sutcliffe

Recover a UEFI/GPT virtual machine - ShadowProtect

The following instructions demonstrate how to:  Create a New Virtual Machine (VM) Create Additional Disks to be Restored Connect the New VM Configure the Network Run the Restore Wizard Complete the Restoration   Create a New Virtual Machine (VM)   2. Configure a new VM using the New Virtual Machine Wizard To customize the configuration of a new VM, ...

5 min reading time
Updated September 21st, 2021 by Tami Sutcliffe

x360Cloud User Guide & Supported Services

Welcome to the x360Cloud User Guide This is a self-guided manual to walk through features and functionality for x360Cloud. Keep reading to learn more about the Microsoft and Google services and features x360Cloud supports.   For a more hands-on learning experience, the x360Cloud Certification program shows you how to get started with x360Cloud, high...

3 min reading time
Updated September 24th, 2021 by Tami Sutcliffe

Use WebSeed to preload x360Recover

WebSeed  is the preferred way to seed your backup data to your Axcient Data Center.  Instructions on how to use Webseed with x360Recover are here For a general overview of preload (seeding), please review here If you do not yet have a WebSeed account, create a new Support ticket in the x360 Portal.  SUPPORT      | 720-204-4500 | 800-352-0248 Contact...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to back up directly to the Axcient Cloud [Veeam® Agent for Windows]

[This is a chapter in the  Veea m Agent for Windows® – Axcient Cloud Guide ] This method can be used in the event there is no suitable local storage available to hold the Agent backup data.  You will need to create the tenant object on the desired Axcient Cloud Vault prior to performing these steps.  Instructions on how to create the tenant object c...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

OBM local backup repository service won't start (0x20000) - Backup for Files

Problem The local backup repository service fails to start, with an error message similar to the following: ERROR: 0x20000 (Code: 20000): The storage repository '<name>' does not exist. Use the Configure page of the <name>Server Manager to create and initialze the storage repository. {eFS:LSerServer:112} ERROR: The <name>Server ser...

1 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Mar 23 2021 - v 2.52.0 - Release Notes x360Cloud

     Version      2.52.0      When      March 23, 2021      Goals      Fix issues reported by users   Improvements Resumable restoration   Previously, when a restoration was retried, the system attempted to restore all the selected items again, entirely from scratch. This made the process too long and reduced reliability, because new errors might ha...

0 min reading time
Updated June 25th, 2021 by Tami Sutcliffe

Jun 09 2021 - v2.64.0 - Release Notes x360Cloud

Version      2.64.0 When      June 9, 2021 Goals      Fix issues reported by users  Fixes Fixes for customer escalations and markup issues.  Known issues  Page will sometimes constantly reload when re-logging in to x360Portal after a browser session expires if x360Cloud is open in multiple browser tabs. Closing other x360Cloud tabs in the browser or...

0 min reading time
Updated July 19th, 2021 by Tami Sutcliffe

Product Data Sheet - x360Cloud

[High resolution PDF for printing:]    CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sign up for free one-on-one training. Please contact your Partner Success Manager or Support if you have specific technical questions. Subscribe to the Axcient Status page for a list of status updates and scheduled ...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.16 Release Notes

     Component      Web Portal      Version      2.16.0      When      June, 2020      Goals Deliver integration with Microsoft 365  Share links UX and security improvements New Features The long-awaited feature set partners have been requesting is here:   [...drumroll...]  the Microsoft 365 online preview and editing experience!  If your organizati...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Track desktop client events in x360Sync

Overview x360Sync is committed to providing administrators with advanced tools to fully manage organizations, user accounts, and data usage. In addition to tracking activity logs and generating detailed reports, administrators can integrate with Professional Service Automation (PSA) tools, as well as Remote Monitoring and Management (RMM) platforms,...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Sign up for free, live training session - Backup for Files

Click to schedule live, customized technical training:...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Integrate Autotask with Manager (RMC) - x360Recover

You can now use the x360Recover Manager to configure integration with Autotask PSA tools -  and start monitoring in minutes.  Get started with Autotask  Configure Autotask PSA settings in the x360Recover  Manager (RMC) Collect information you will need from Autotask PSA Configure Autotask PSA settings in Manager (RMC): 1. Log in to x360Recover on th...

2 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

Resolve a "Did not find a recent collapsed incremental backup" error [ShadowProtect]

Overview:    You receive an error message in your backup logs along the lines of:  Did not find a recent collapsed incremental backup within 3 days for the ShadowProtect file: \\?\X:\VolumeImages\SERVER\C_VOL-b001.spf. Check ShadowProtect and ImageManager for more information on why backups are not properly being generated. We report this error when...

2 min reading time
Updated April 8th, 2021 by Tami Sutcliffe

Retrieving Log Files on a Windows Machine - x360Sync

Overview When the x360Sync desktop client is not synchronizing as expected, the first step in diagnosis is to gather the logs from the x360Sync desktop client. This article describes how to gather the logs from a desktop client running on a Windows machine. Note: You can also retrieve logs from the Mac desktop client and the Machines tab in the admi...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Create a Preload (Seed) Data Set for Veeam

 Link to instructions on how to preload Veeam data to Axcient  ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Axcient DirectRestore for x360Recover

The complete Axcient DirectRestore User Guide can be found here Axcient DirectRestore is now available for use by x360Restore partners.  DirectRestore is a granular recovery utility for Microsoft Exchange and SQL.  Using DirectRestore you can retrieve individual emails or entire mailboxes from Microsoft Exchange, as well as recover database items an...

1 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

Configure bandwidth throttling - x360Sync

Overview x360Sync's bandwidth throttling feature allows you to configure the maximum number of Kilobytes that can be transferred (uploaded or downloaded) per second. This feature lets you conserve resources used by one machine, or one organization, when the server or desktop client location has limited bandwidth. As an administrator, you can configu...

4 min reading time
Updated June 14th, 2021 by Tami Sutcliffe

Jul 2020 - Web Portal v 2.22 Release Notes - x360Sync

     Component      Web Portal       Version      2.22      When      July 2020      Goals Reintroduce the organization search Extend the use of Microsoft 365 Fixes for Share Links Improvements  Find an organization by name  Organization and system administrators now have an easier time finding an organization they manage.  The organization search i...

0 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

May 06 2021 - Virtual Office v 3.3.0 - Release Notes

 Version:     Virtual Office  v.3.3.0  Release Date:      May 6 2021 Release Overview Axcient Virtual Office 3.3.0 is a maintenance release.  This release includes new backend features for future Recover Manager enhancements and bug fixes to our core AxCloud service for BRC and Recover.  This release is scheduled for May 6th, 2021. New features  Imp...

0 min reading time
Updated September 24th, 2021 by Tami Sutcliffe

Create a preload (seed) data set - x360Recover

WebSeed is the preferred way to seed your backup data to your Axcient Data Center.  Instructions on how to use Webseed with x360Recover are here For a general overview of preload (seeding), please review here If you do not yet have a WebSeed account, create a new Support ticket in the x360 Portal. Note: Only one seed job should be run at a time. How...

2 min reading time
Updated November 30th, 2021 by Tami Sutcliffe

Supported hardware configurations and solutions - x360Recover

     Supported configurations      Supported solutions      Unsupported  configurations Supported hardware configurations for x360Recover devices Supported protected system configurations Advanced Format Disks Deployment as a virtual machine Virtualization Bare Metal Recovery Third party software Do’s and Don’ts   Unsupported hardware configurations...

5 min reading time
Updated July 7th, 2021 by Tami Sutcliffe

Change or associate an appliance to a different company- x360Recover

Make sure the appliance/vault being changed has network and internet connectivity. Log in to the appliance web-UI.  Delete all protected systems in the appliance (This can take 5 to 10 minutes or more to process.) NOTE: You are deleting all backup sets. Open a ticket with Axcient Support requesting a factory reset of this device.In the details of th...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

[Archive] BRC Guides

Legacy BRC Guides  [Legacy] BRC Web Application User Guide [PDF] The BRC Web Application is a web-based management portal that allows you to manage and monitor all sites, services, appliances, and devices in the organization. This guide describes how to monitor the protection solution in an organization through a single Axcient Web Application (Web ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Feb 11 2021 - v 2.47.0 - Release Notes x360Cloud

     Version      2.47.0      When      February 11, 2021      Goals      Fix issues reported by users    Improvements  One-year retention policy for data from backup reports We are establishing a one-year data retention period for backup reports. This allows for the expansion of  insightful data being added to backup reports in x360Cloud and will a...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to use services with the Web App [Video]

[Video: 5 minutes]  Hosted  at https://player.vimeo.com/video/106223201  ...

0 min reading time
Updated July 5th, 2021 by Tami Sutcliffe

Components of x360Recover - BDR - FAQs

The components of x360Recover are:  x360Recover agent x360Recover appliance  x360Recover vault Global Management Portal (GMP)     1.  The x360Recover agent x360Recover is an agent-based backup and disaster recovery solution.  Agent software must be installed on each system to be protected.  Backups of protected systems are image-based. You will depl...

3 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Which file types can I back up? - x360Sync

x360Sync allows administrators and end users to back up personal files and folders that exist on registered Windows and Mac machines. What File Types Can I Back Up? The Backups feature is designed to back up and restore important personal files, including Microsoft Office content, pictures, PDFs, and so forth. These files are typically stored in a u...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Replication jobs not complete because virtualization is not enabled

Problem: The replication jobs of protected devices are not completing. Cause: It is likely that virtualization is not enabled on the Axcient Virtual Appliance.  The way to enable virtualization depends on the VMware client that you use to interact with the vApp. If you are using the vSphere Web Client then follow the steps that are shown in Solution...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I restore Exchange Server Stores?

Overview If you are using Exchange Server 2003, 2008, or 2010 on Windows Server 2003, Server 2008, SBS 2003, or SBS 2008, then you will download your *.edb and *.log files, dismount the existing Exchange Server Store, and then mount the new Exchange Server Store. Otherwise you will need to download the dump of your Exchange Server Database that was ...

1 min reading time
Updated April 13th, 2021 by Tami Sutcliffe

Axcient Continuity Cloud Overview

Solution Overview Prepare for the worst-case scenario with the Axcient Continuity Cloud. Downtime of critical infrastructure can cost a business dearly. When disaster strikes, backups will not be enough to keep businesses operating smoothly. The Axcient Continuity Cloud allows bare-metal backup images stored in Axcient's storage cloud to be virtuali...

3 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Aug 13 2020 - v 2.23.0 - Release Notes x360Cloud

     Version      2.23.0      When      August 13, 2020      Goals Improve user experience in Smart Search Provide more information in the daily backup health email notification Fix issues reported by users   New feature Add a container-level backup report to your daily backup health email  Every 24 hours, whenever at least one organization doesn’t ...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Aug 26 2020 - v 2.25.0 - Release Notes x360Cloud

     Version      2.25.0      When      August 26, 2020      Goals Add support for Jamboard files stored in Google Drive Re-direct to target page after a session expires Fix issues reported by users   Improvements Support for  Google Jamboard  files  in Google Workspace providers  Jamboard  files  stored in  Google Drive  on protected accounts  are ...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Feb 17 2021 - Manager (RMC) v 3.6 - Release Notes

Version: x360Recover Manager (RMC) v3.6  Release Date:  February 17 2021  Important note: Please ensure all users who require access to the x360Recover RMC have anx360 Portal account as soon as possible. Existing RMC user credentials will stop working after April 1, 2021. Enhancements and improvements x360Recoverand Direct-To-Cloud (D2C) Remote logi...

0 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

Feb 20 2020 - v 2.6.0 - Release Notes x360Cloud

     Version      2.6.0       When       February 20th 2020      Goals Higher reliability of backup process that does not require Global Admin credentials. Full compatibility when enabling MFA for all Office 365 accounts in an organization. Support for backup of Shared Mailboxes in x360. Audit Logs preview for a reseller user in x360 (beta).   New F...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - Device has an unsupported OS

Problem: A device is not being replicated and the user receives the following error message in the Events page:  Device <Device Name> has unsupported guest OS Cause: As stated in the Events message, the device OS is not currently supported by Fusion. Solution: Confirm that the devices protected by Fusion use one of the following: Full image an...

0 min reading time
Updated September 14th, 2021 by Tami Sutcliffe

Quest - Rapid Recovery v6.6

Quest recently released a new version of Rapid Recovery, v 6.6.  Axcient has concluded testing and we are now fully supporting v 6.6.  Please take time to review the release notes via the link below. There are several new features and enhancements. https://support.quest.com/technical-documents/rapid-recovery/6.6/release-notes 1. Please see the suppo...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Rapid Recovery v6.3 - Alert for ESXi VMs using SAN transport

~From: [Source: Quest  - Important Notification: Rapid Recovery 6.3 Product Support ]  IMPORTANT NOTIFICATION We've recently learned about an issue that affects backups of agentlessly protected ESXi VMs to Rapid Recovery Core v.6.3. In specific cases, backups may be invalid and require specific mitigation. This issue only affects:  Users of Rapid Re...

1 min reading time
Updated August 4th, 2021 by Tami Sutcliffe

Locate an object in the source system - x360Cloud

Use object identifiers  Under the Object ID column of the Object backup status tab, you can see object identifiers from the source system (Microsoft 365 or Google Workspace). Using this object identifier, and the account details from the sidebar, you can obtain more information about a particular object (email, calendar event, contact or file) from ...

1 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to view details about Cluster Shared Volumes (CSV) - x360Recover

     [Return to  Failover Clusters and Cluster Shared Volume (CSV) Support in x360Recover ]     View details about Cluster Shared Volumes (CSV) in x360Recover  When cluster shared volumes exist on a x360Recover protected system, additional CSV information will be displayed on the Protected System Details page.  The cluster disk and volume informatio...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Troubleshooting Outlook Add-In Launching Errors - x360Sync

Symptom The Outlook add-in is designed to display in the Home tab of the MS Outlook application. Additionally, when you create a new email message, you will also see an Attach button in the Message tab.   In some instances, however, the Outlook add-in might not appear as expected. Cause The Outlook add-in might not display in your MS Outlook applica...

2 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Troubleshooting Accounts That Already Exist in a Different Organization - x360Sync

Symptom In certain instances, you might attempt to create a standard account or a guest account, and instead receive the following error: Cause The system stores one email address per user account stored in the system, including administrator accounts, standard user accounts, and guest accounts. The error message described above indicates that the e...

1 min reading time
Updated October 13th, 2021 by Tami Sutcliffe

Overview of preloading (seeding)

NOTE: Preload drives can only be requested for shipment within the United States.  If you are outside of the US (Canada, EMEA), please refer to our knowledge base for  instructions on how to preload your data outside of the US. What is preloading (seeding)?  A preload (seed) data set contains all of the initial backup files you wish to send to the A...

7 min reading time
Updated April 8th, 2021 by Tami Sutcliffe

x360Recover Preload - Load a x360Recover Preload from MSP Office

1. First, create a Preload (Seed) drive on your own USB Drive Follow the instructions to Create a Preload (Seed) Data Set for x360Recover: 2. Next, follow these steps to load from MSP Office: Connect the USB seed drive to a computer with a high-speed connection. The USB seed drive will contain (a) a folder with the computer name and  (b) a folder wi...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Jun 2021 - Thin Client Known Issues - x360Sync

Jun 2021 - Thin Client Known Issues - x360Sync (Most Recent) [Thin Client Overview] Issue Summary [10868] File size limit does not update until the agent service restarts. Steps to reproduce  In the administrative Web Portal, set the organization file size limit to 10 MB. Attempt to upload a 15 MB file through the Synced Folder. Return to the Web Po...

0 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to Identify hard drives in the Storage Pool - x360Recover

To locate a particular drive serial number: In this example, we are looking for the serial number of /sdc Substitute the drive letter with the one you are search for such as /sdb or /sdf Logon as root: Type: hdparm -i /dev/sdc The output will give you the hard drive serial number. To locate the physical slot of the hard drives: Logon as root: Type: ...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

May 26 2021 - Virtual Office v 3.5.0 - Release Notes

Version:     Virtual Office  v.3.5.0  Release Date:      May 26 2021  Release Overview  Axcient Virtual Office 3.5.0 is a maintenance release.  This release includes backend enhancements and optimizations to improve the performance and stability of Virtual Office.  This release is scheduled for May 26th, 2021. New features and enhancements Enhanced ...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Deprovision an existing license

The following article will detail the steps necessary to completely remove an existing protected system from your account.  Completely removing a protected system license from your account can be a moderately complex task, depending on your licensing and backup configuration settings.  Please read the following information carefully and follow all t...

3 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Jul 2020 - v 10.2.1 - Release Notes x360Recover

 Version:     10.2.1  Release Date(s):     Limited release July 30, 2020   Release Overview x360Recover 10.2.1 is a f eature release . The primary focus of this release is the implementation of back end integration of devices into the Axcient Remote Management Console (RMC). Summary of New Features and Enhancements Back end integration of the Licens...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Jun 12 2021 - Manager (RMC) SSO

Component      Manager (RMC)   Version:      N/A  Release Date:      June 12, 2021 Introducing x360Recover Manager (RMC) single sign-on (SSO) via the x360 Portal As an x360Recover partner, you have access to Manager (formerly the Remote Management Console (RMC), a single-pane-of-glass platform for all your x360Recover tools.  To further simplify you...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Unable to connect to database

Problem: The user receives the following error, which affects both Image and File/Folder replications: Action: Backup for "Backup Job" on Device Warning - retention pruning failed: Unable to connect to database. Errors occurred generating parameter file. Unable to create parameter file Cause: This error is benign and is referring to the database on ...

0 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

The Management Portal

The x360Recover Management Portal provides a central server that delivers secure remote access to all managed devices (appliances and vaults) as well as an overview of all managed and protected systems. Data is collected from all devices to provide consolidated reporting on license usage, device status, and protected system backups. Dashboard The Da...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to add a Web App user

Users Page You can create multiple users with different authorization levels within the Axcient Web Application. This feature can be useful for large organizations that have many system administrators with varying access needs. Note: It is important to only give access to trusted and trained colleagues. We recommended that all users complete the Axc...

1 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Version 2.7.0 Build .1365 Release Notes

x360Sync Version 2.7.0 Build .1365 Release Information Server Version: 2.7.0.1365    Client Version: Windows and MacOS 2.6.2.1266 (production default remains unchanged until general assembly release)  MacOS Agent 2.7.0.1365   Windows Agent 2.7.0.1367  Release Date: General assembly release:  CA SaaS - Wednesday, March 13th 2019 10:00 PM MT EU SaaS -...

0 min reading time
Updated June 25th, 2021 by Tami Sutcliffe

Search and restore OneDrive folders - x360Cloud

You have several options when you want to search and restore OneDrive folders backed up in x360Cloud: 1. Use Smart Search to find and restore a folder   Find a OneDrive folder using the Smart Search features and restore that folder with one click. This option works well when you are interested in one folder and know the folder name or name pattern  ...

0 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

Deprovision procedure for ShadowProtect

Overview  The deprovisioning of a ShadowProtect Legacy account (not SP Cloud) requires completion of three tasks in this order: Delete data Uninstall StorageCraft software and Online Backup Manager  Remove portal account Task 1: Delete data Data is  automatically  purged 14 days after account deletion. No action needs to be taken for this to happen....

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to resolve backup failure due to Microsoft SQL Server VSS Writer in a Failed State after updating Microsoft Azure AD Connect

 Products affected x360Recover BDR for Veeam Backup for Files BDR for Shadow Protect. Symptom Backups fail to complete with errors due to failure to create VSS snapshots. Event ID 8229 is recorded in the Application Log with error 0x800423f4 Description A recent update to the Microsoft Azure AD Connect Agent can cause the Microsoft SQL VSS Writer to...

0 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

Configure IPSec site-to-site VPN: BRC

The Internet Protocol Security (IPSec) Site to Site VPN feature allows you to establish IPSec VPN tunnels from the Virtual Office in the Axcient Cloud to any standard compliant IKEv2 IPSec VPN gateway on your local network. Specially, you can use this feature during a site disaster to:  Recreate the network in an organization with two or more sites ...

4 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Jan 2021 - Manager (RMC) v 3.5.1 - Release Notes

  Version:     x360Recover Manager (RMC) v3.5.1  Release Date:     January 2021    Important note: Please ensure all users who require access to the x360Recover RMC have an x360 Portal account as soon as possible. Existing RMC user credentials will stop working after April 1, 2021.   Enhancements BETA: Axcient x360Recover RMC Web Portal modernizatio...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - How to change the Agent Service Account Password

Issue The Agent Service continues to attempt to authenticate with the old password after changing the password for the user account in which the AppAssure Agent Service runs. The Core registry stores all agent server authentication information. If this information is not updated after changing user account credentials, the Agent Service will continu...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Apr 30 2021 - Manager (RMC) v 3.8.3 - Release Notes

  Version:     x360Recover Manager (RMC) v3.8.3  Release Date:     April 30 2021    Important note: Please ensure all organization (partner) users who require access to the x360Recover RMC have an x360 Portal account as soon as possible. Existing RMC organization (partner) user credentials will stop working after July 1, 2021. This notice does not a...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to detect and protect devices using Active Directory [Video]

[Video: 4 minutes]  Hosted  at https://player.vimeo.com/video/106223774  ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to Locate the BMR ISO

Problem: The user is unable to find the BMR ISO download link. Cause: N/A  Solution: The latest BMR ISO can be found in the Downloads page of the User Portal at the following URL: http://portal.axcient.com/downloads/. User Portal credentials are required in order to access the User Portal. Please consult with the team member managing the Axcient pro...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Mar 15 2021 - Manager (RMC) v 3.6.1 - Release Notes

  Version:     x360Recover Manager (RMC) v3.6.1   Release Date:     March 15 2021    Important note: Please ensure all users who require access to the x360Recover RMC have an x360 Portal account as soon as possible. Existing RMC user credentials will stop working after April 1, 2021.   Enhancements and improvements  Single Sign On (SSO) access to x3...

0 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Apr 01 2020 - v 2.8.0 - Release Notes x360Cloud

     Version      2.8.0       When       April 1,  2020      Goals To provide audit log export for reseller use in x360 To fix issues reported by users Improvements Export audit logs  [Step-by-step exporting instructions here:] To give reseller users the ability to analyze audit log entries (which might grow into bulk data), we have implemented expo...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Recover protected systems with 4K AF drives - x360Recover BDR

Many new computer systems are beginning to ship with Advanced Format (4K) hard drives. These devices have a native low level block size of 4096 (4K) rather than the 512 bytes used by standard drives.  Although the agent is capable of collecting backup data for such drives, prior to release 10.1.0, only basic file and folder recovery was possible usi...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Microsoft Services Agreement

[from Microsoft Services Agreement] Published: 7/1/2019 © Microsoft 2020 https://www.microsoft.com/en-us/servicesagreement 6. Service Availability a. The Services, Third-Party Apps and Services, or material or products offered through the Services may be unavailable from time to time, may be offered for a limited time, or may vary depending on your ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Feb 2021 - Web Portal v 2.38 Release Notes -x360Sync

     Component      Web Portal       Version      2.38      When      February 2021   New features  Team Shares section separate from My Files    Note: Starting with version 2.38, a user will see only personal files in the My Files page. All Team Share files are moved to the Team Shares section. In previous versions, Team Shares were displayed as if...

2 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Backup failure, VSS WMI Writer unregistered - x360Recover

Purpose Re-register WMI Writer in VSS. Applies To    Exchange  SQL Windows Server  Symptoms / Description Backup jobs fail due to the VSS WMI Writer being in a failed state.  Run "vssadmin info" at the command prompt on the client and look for the following State and Last Error on the WMI Writer.  The VSS WMI Writer may have become unregistered. Wri...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Aug 19 2020 - v 2.24.0 - Release Notes x360Cloud

     Version      2.24.0      When      August 19, 2020      Goals Deprecation of trial process on the level of individual provider Fix issues reported by users   Announcement  We are deprecating the trial process on the provider level In the Classic x360Cloud UI, each new provider was created in a trial state, with a 30 day trial expiration. The tr...

1 min reading time
Updated September 16th, 2021 by Tami Sutcliffe

ISO Terms - x360Recover Toolkit

AXCIENT VAR AND END USER LICENSE AGREEMENT This Software is COVERED BY U.S. Patent Nos. 7,487,383; 8,001,414; 8,176,358; 8,589,350; 8,639,966; 8,886,611; 8,924,360; 8,954,544; 8,990,613; 9,015,520; 9,104,621; 9,146,769; 9,176,823; 9,213,607; 9,235,474; 9,292,153; 9,397,907; 9,471,442; 9,559,903; 9,705,730; 9,785,647; 9,852,140; 9,998,344; 10,003,646...

17 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Register for a live training session

 Register for a live o ne-on-one training session on the  topic of your choice  here:...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Aug 2020 - Agent 2.25.2 - Release Notes x360Recover

 x360Recover Agent Release Information  Agent  Version:      v.2.25.2  Release Date(s):      Targeted release starting August 10, 2020  Release Overview  x360Recover Agent 2.25.2 is a hotfix release. The primary focus of this release is to deploy an updated version of the x360Recover Analysis Tool designed to support our new ticketing backend. Summa...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Fix ShadowProtect configuration when remote ImageManager cannot connect

Issue: When accessing the RDWeb application to connect to the remote ImageManager, it spins and never connects.  Cause: Remote RDWeb Application is configured with the wrong information. Because the RDWeb application allows you to connect directly into the application running on the vault, the remote ImageManager should only show localhost : 56765 o...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to restore a physical machine to a virtual host on a CCNode

Because a backup of a physical machine cannot go directly to instant recovery, different steps are necessary from the way you would restore a virtual machine. Note: If this is a test as opposed to a live server down situation, we recommend disabling the backup copy job associated with the machine being restored. 1. To begin, click Restore => Agen...

1 min reading time
Updated June 23rd, 2021 by Tami Sutcliffe

How to give us feedback

Please let us know what you think.  We want this knowledgebase to be fast, accurate and easy to use.  And we are relying on you, our partners, to let us know where to improve. In the lower right corner of every article in this knowledgebase, we've included a "Give feedback about this article" link.  Click this link and send us your thoughts, suggest...

0 min reading time
Updated July 5th, 2021 by Tami Sutcliffe

Introduction - x360Recover

Axcient x360Recover is an image-based backup and disaster recovery solution with an integrated virtual machine hypervisor, and a native off-site replication engine designed to ensure robust protection of your customers' data during the most severe site disasters. x360Recover is licensed and delivered as a channel-only, managed services solution, ava...

2 min reading time
Updated October 7th, 2021 by Tami Sutcliffe

Create customers and locations in the Licensing Portal - x360Recover

Get started with an appliance at a new customer location Before you can deploy an appliance at a new customer location, you must create a customer account within the x360Recover Licensing Portal.  You can create a new customer account by clicking the User Management link in the License Management left pane menu. Each customer account must have one o...

1 min reading time
Updated November 18th, 2021 by Tami Sutcliffe

Introduction to x360Recover

Introduction to x360Recover  This knowledgebase section includes documentation for the following components of x360Recover:   D2C (Direct-to-Cloud):  Backup with no appliance for x360Recover Install and deploy full-featured image-based backups, without a local appliance BDR: Chain-free backup with appliance for x360Recover Navigate and restore with ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Jan 28 2021 - v 2.45.0 - Release Notes x360Cloud

     Version      2.45.0      When      January 28, 2021      Goals      Fix issues reported by users    Fixes   Fixes for customer escalations and markup issues. Fix for restoration initiated when search results are filtered by Root collection and selected via the All matching the query option. Known issues Degraded loading time on reseller-level D...

0 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

[Legacy] Integrate ConnectWise with ShadowProtect Cloud

ConnectWise Manage® PSA is professional service automation software that helps you efficiently manage all aspects of your business. Axcient's BDR for ShadowProtect can be configured to push information about Axcient services to your ConnectWise Manage®PSA, using the ConnectWise integration APIs. The tight integration between Axcient and ConnectWise ...

11 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

[Legacy] Integrate ConnectWise with BRC

  How to integrate x360Recover RMC with ConnectWise   How to integrate the [legacy] BRC platform with ConnectWise You can choose to integrate the [legacy] BRC platform with the ConnectWise PSA tool.  When you do this, alerts that originate in BRC will be pushed to ConnectWise, allowing you to manage and monitor all events from one location.  Note: T...

3 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Aug 02 2021 - AxOS (BRC) v 10.3.2 - Release Notes

Component      AxOS (BRC)   Version:      10.3.2  Release Date:     August 2 2021  Important bug fixes Fixed a regression in PSA ticketing functionality that caused large influx of PSA tickets generated from BRC appliances.  Security updates  Java Apache and streaming packages upgrade    SUPPORT  | 720-204-4500 | 800-352-0248 To contact Axcient Supp...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Resolve "RPC Server is unavailable" errors

Overview Within the ShadowProtect management console GUI, a new agent/node connection in the Management View fails with the following message: The RPC server is unavailable Common Cause A firewall is blocking traffic from the ShadowProtectSvc.exe process on the BDR (or server running the management console GUI) to to the new agent/node machine. Reso...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - Quest Hyper-V

Setting Up Virtual Standby Jobs  Virtual standby jobs allow you to keep updated Hyper-V or VMware virtual machines (VMs) that represent the latest version of your protected servers. These VMs are thus ready to be started quickly in case the original protected server is no longer available.  Note: Virtual standby is only available for protected Windo...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - ShadowProtect - [LEGACY] [JULY 2016] Continuity Cloud Guide for Axcient BDR for ShadowProtect

[Last Updated: July 2016 ] These instructions explain how to use ShadowProtect SPX and StorageCraft VirtualBoot to restore from a storage node, configure and manage a virtual a firewall and work with virtualized servers.              Current instructions for using ImageManager to restore backups from storage nodes are here:      Continuity Cloud Gui...

3 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

Apr 07 2021 - Virtual Office v 3.1.0 - Release Notes

 Version:     Virtual Office  v.3.1.0  Release Date:      April 7 2021   Release Overview   Axcient Virtual Office 3.1.0 is a maintenance release.  This release includes new backend features for future Recover Manager (RMC) enhancements and bug fixes to our core AxCloud service for BRC and x360Recover.  This release is scheduled for April 7th, 2021....

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Workaround for WS2012R2 BMR where system and boot partitions are located on different drives with GPT disks.

If the system and boot partitions are located on different drives with GPT disks on a Windows 2012R2 server, the user will be unable to reboot the device once the BMR has completed.  Below is an example of a device that has the System and Boot partitions on two different drives: In order to successfully perform the BMR and reboot the device once it ...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Sept 09 2020 - v 2.27.0 - Release Notes x360Cloud

     Version      2.27.0      When      September 9, 2020      Goals Increase visibility of protected entities within an organization Fix issues reported by users   Improvements Total counts are visible in the Selected for Protection section We’ve added total counts to the statistics in the new Selected for Protection section on the organization Das...

1 min reading time
Updated August 1st, 2021 by Tami Sutcliffe

BRC - Required firewall ports

RMC Web-Console Communication The ports listed below are required for communication between the Axcient BRC appliance and the RMC web console. Please ensure these ports are open prior to the appliance deployment and registration process. Source: Axcient appliance Target: axcient.net (162.245.72.50) Required port Description 22 tcp ssh 4022 tcp ssh a...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to Enable the Microsoft Exchange VSS Writer

Situation: The Exchange VSS writer is responsible for flushing Exchange transaction logs at the end of a successful backup. If transaction logs are not being flushed after a completely successful backup, follow this procedure to ensure that the Exchange VSS Writer is enabled. Instructions: Caution: If you turn on the Exchange writer, the Microsoft W...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I backup Exchange Server Stores?

Overview When using the Select service plan we support live backup of Exchange 2003, Exchange 2007, Exchange 2010 (or better) on Windows Server 2003 or 2008 (or better). For these configurations backup is done natively using the Volume Shadow Copy Service (VSS). We fully support older versions of Exchange on Windows Server 2003, but require a few se...

6 min reading time
Updated September 16th, 2021 by Tami Sutcliffe

Sep 17 2021 - x360Recover v 10.9.1 - Release Notes

Component      x360Recover BDR   Version:      v.10.9.1  Release Date:      Targeted release starting September 17, 2021  Release overview  Hotfix Release. During the release of 10.9.0, a defect was discovered in the new retention clean-up algorithm in the presence of invalid data in mongo.  Deployment of 10.9.0 was halted, and the new features of 1...

1 min reading time
Updated April 9th, 2021 by Tami Sutcliffe

How to update an expired password in Microsoft 365 - x360Cloud

1. Go to http://login.microsoftonline.com 2. Provide a username to sign in to Microsoft 365. 3. Provide a password to sign in to Microsoft 365. 4. Provide updated credentials. The password is successfully updated once sign in issuccessful....

0 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

[Legacy] Integrate Autotask with Backup for Files

Autotask is an all-in-one web-based Professional Services Automation (PSA) software designed to help run your business more efficiently and profitably.  Configuring Axcient with the Autotask API allows you to speed up billing by linking your Axcient customers to their accounts in Autotask. You can also push and monitor severity-based backup notifica...

7 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

Use API v2 - x360Sync

Overview x360Sync API v2 is organized around REST.  Our API is designed to have predictable, resource-oriented URLs, and to use HTTP response codes to indicate API errors. We use built-in HTTP features, like HTTP authentication and HTTP verbs, which can be understood by off-the-shelf HTTP clients. JSON will be returned in all responses from the API,...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - BMR fails at final boot (Windows 2003)

Problem: The Bare Metal Restore (BMR) fails at final boot and instead displays a blue screen (BSOD) in a Windows 2003 device.  Cause: Windows 2003 is not as sophisticated as Windows 2008 in detecting hardware and loading the appropriate drivers. Under a rare set of circumstances, this can result in a failed boot problem. Solution: To resolve this is...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Oct 22 2020 - v 2.33.0 - Release Notes x360Cloud

     Version      2.33.0      When      October 22, 2020      Goals Fix issues reported by users More information included in Audit Logs   Improvements More information in Audit Logs As x360Cloud tracked account selection and de-selection from backup, it was displaying a generic “user updated settings” message in the Audit Logs. We improved this typ...

0 min reading time
Updated September 24th, 2021 by Tami Sutcliffe

WebSeed Guide

Welcome to Axcient's web seeding platform WebSeed is the most efficient way to seed your backup data to your Axcient Data Center.  (If you do not yet have a WebSeed account, please create a new Support ticket in the x360 Portal.) Below you will find useful information on how to work with the platform. Once you are done with your upload, please make ...

1 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Mar 10 2020 - v 2.7.0 - Release Notes x360Cloud

     Version      2.7.0       When       March 10 2020      Goals Improve the organization creation flow Improve x360Cloud web application performance Fix issues reported by users Improvements Client-side caching  To improve the performance of the x360Cloud application, we've implemented client-side caching functionality in version 2.7.0. As result,...

1 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

Jan 21 2020 - v 2.5.0 - Release Notes x360Cloud

Release Date:  January 21, 2020 Audience:  x360Cloud Partners/Administrators  Improvements The backup success rate is now increased when backing up Microsoft Office 365. This is achieved by properly decorating traffic. Learn more about traffic decorating here. The backup success rate is now increased when backing up Microsoft OneDrive. This is achie...

0 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

May 17 2021 - v 2.60.0 - Release Notes x360Cloud

  Version      2.6.0        When SLC:  May 13, 2021 AMS: May 17, 2021      Goals      Fix issues reported by users   New feature: Microsoft 365 archive mailboxes data protection  As of May 2021, x360Cloud is rolling out support for Microsoft 365 archive mailbox (aka “In-Place Archive”) data protection. This support is exclusively for our x360Cloud U...

1 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Use x360Recover within VLAN environments- x360Recover BDR

While x360Recover does not yet have direct support for configuration of VLANs within the product, it is still possible to use x360Recover in environments with multiple VLANS, for backup and disaster recovery through virtualization of protected systems.  Configure a x360Recover device to access a separate VLAN In order to configure your x360Recover d...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Jul 27 2021 - Agent 2.29 - Release Notes

 x360Recover Agent Release Information  Agent Version:      v.2.29  Release Date(s):      Targeted release starting July 27 2021 Release overview   x360Recover Agent 2.29 is a feature release.  The primary focus of this release is to provide support for the backup policies throttling feature introduced in x360Recxover 10.8.0 release. Summary of enha...

1 min reading time
Updated September 29th, 2021 by Tami Sutcliffe

Create a preload (seed) data set for ShadowProtect

When should you consider using a preload (seed) drive?  If you have a large amount of data to initially backup for an account, you may want to streamline this process by requesting a preload (seed) drive from us. To help determine if this procedure may be necessary for you, please see t his knowledge base article on estimating how long the initial b...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Synced Tool for iOS Version 4.9 Release Notes

     Component      Synced Tool for iOS      Version      4.9      When      March 2020       Goals Address tech debt items Enable Dark Mode Provide improved support for iOS 13      Note: With version 4.9, Axcient x360Sync Synced Tool for iOS supports Apple iOS versions 11 and above. For more information, please review the end of support announcemen...

1 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

How do I log in? - x360Sync

Method #1: Log in to the Axcient x360Portal and launch x360Sync from your dashboard: Method #2: Navigate to https://syncedtool.com to access the hosted x360Sync service (SaaS).    SUPPORT  | 720-204-4500 | 800-352-0248 Contact Axcient Support at https://partner.axcient.com/login or call 800-352-0248 Free certification courses are available in the Ax...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.14 Release Notes

     Component      x360SYnc Web Portal      Version      2.14.0      When      Week of May 17 - 23, 2020      Goals Modernize the Web Portal look and feel for guest users Align the Web Portal user experience with the x360 Portal Background With a number of previous releases, we've modernized the Web Portal experience for administrators and Standard...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to use the Partner Branding Worksheet

Please download this form, complete all information requested and send it back to Axcient along with your logo files. Here are some details you'll need to know to complete the Axcient Partner Branding Worksheet: Logo Images (Basic): You have the option of sending between two and five different logos based on the level of customization you are lookin...

4 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

What To Do When an Organization’s Space Quota Limit is Reached - x360Sync

Symptom  In some instances, you might notice that end users are no longer able to upload or sync files as expected. Cause If an organization’s space quota limit has been reached, end users will no longer be able to upload data, and the sync process might be interrupted. As a first step, you should first attempt to adjust the Space Quota policy for t...

0 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

How to work around a stalled tree view when opening an EDB file - Axcient DirectRestore

Problem: When attempting to open an EDB file in the Axcient DirectRestore application, the tree view hangs up. Cause: This is most likely caused by the mailbox exceeding 100,000 items. Solution: This is a known limitation that will be resolved in a future release.  ...

0 min reading time
Updated July 19th, 2021 by Tami Sutcliffe

Terminology and Definitions - x360Cloud

Many keywords used in x360Cloud reports and documentation refer to industry terminology. For example:   Service     Service Instance     Connector A service refers to the SaaS platform supported by x360Cloud.   A service instance refers to a specific occurrence of a service.   You may have more than one instance of a service; each instance displays ...

0 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

5a. Access remote replication using an FTP client

  [Return to INDEX:] You can manage your backups on the replication target with a FTP client. We recommend WinSCP, but any FTP client which can interface with SSL will work. You can use your chosen FTP client to copy or delete data to and from the replication target. Note: You must use the Axcient customer credentials specific to each customer to lo...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Supported operating systems for agents

 Supported Protected System Configurations:   Supported Operating Systems  Server 2003 R2 * Server 2003 R2 64-bit * Server 2008 32/64 bit SP2 * Server 2008 R2 SP1 *  Server 2012 Server 2012 R2 Server 2016 Server 2019 Windows 8/10 Windows 7   SP1   * Microsoft Server 2003 and 2008 systems are deprecated and end-of-life. Although x360Recover is able t...

0 min reading time
Updated July 19th, 2021 by Tami Sutcliffe

How long does it take to complete a backup? - x360Cloud

A backup usually takes a few hours to complete, although the initial backup may take longer (up to 72 hours.) Typically, backups do not take longer than 24 hours. The time requirement depends on several factors: Amount of data Number of users in an organization Bandwidth Speed of the organization's internet Backups run approximately every 6 - 8 hour...

0 min reading time
Updated November 11th, 2021 by Tami Sutcliffe

How to exclude Universal Profile Disks - x360Recover

1. On the protected system, stop the Replibit agent service. 2. Open notepad as administrator and then open the aristos.cfg file in the Replibit directory at  C:\Program Files (x86)\Replibit 3. Ensure that the field Backup Volumes= has the drives to be backed up explicitly defined. For example:  BACKUP_VOLUMES=C,D.  This field cannot be left blank. ...

0 min reading time
Updated September 7th, 2021 by Tami Sutcliffe

Axcient DirectRestore (ADR) Release Notes v21.0.1

Release Information Version    21.0.1  Release Date:     July 13, 2019 Overview  ADR 21.0.1 is a hotfix release.  The primary focus of this release is to complete support for Microsoft Exchange Server 2019 by fixing essential bugs found in 21.0.0. Summary of Changes Added support for Microsoft Exchange Server 2019 Updated logos with new Axcient bran...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Enable promiscuous mode - x360Recover

There are times where more than one VM is running on an appliance and they can not ping each other.  When this happens, you will need to enable promiscuous mode. To enable promiscuous mode, first open a terminal on the appliance and log in as root. If you do not have the root password, contact Support and they can send it to you. After you log in as...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Change a remote system to encrypted backups - x360Recover BDR

 Encrypting backups is accomplished during remote agent install and can't be enabled on-the-fly on the backend of the appliance. Therefore, when changing to encrypted backups: the agent and all it's data will need to be removed on the remote system and the protected system needs to be removed then re-added in the appliance. Thus, you will lose all p...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Feb 26 2020 - v 1.21.0 - Release Notes x360Portal

Release Information      Version:               1.21.0      Release Date:     February 26, 2020                Log in here: New Features  Added new organization policy for MFA. Administrators can now enable this policy (found in My Account > Security) to require all users to configure MFA for their Portal accounts. [ FAQ here: ] Fixes  Fixed issu...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

AutoVerify Troubleshooting Guide - x360Recover BDR

Overview AutoVerify is a new and improved method of validating and testing the integrity and recoverability of protected systems released with x360Recover version 8.3.0.  [Learn more about AutoVerify: ] With AutoVerify, each nightly Boot VM check performs a series of deep system integrity checks within the running virtual machine, to ensure that the...

3 min reading time
Updated August 19th, 2021 by Tami Sutcliffe

How to register for the x360Cloud NFR offer - x360Cloud

Here is the offer: How to register for this offer: 1. Log in to your x360Portal at https://partner.axcient.com 2. Navigate to your x360Cloud Reseller account tile and launch your account.  If you have not yet set up an organization, you'll be directed to the Back Up Your First Organization page. Complete the new organization setup.  (Instructions: H...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

IP settings for appliances: DHCP vs. static - x360Recover

Having your new x360Recover BDR appliance shipped pre-configured for DHCP IP address assignment is convenient for initial deployment. But there are some critical reasons that you should never leave your devices set for DHCP long term. First, simple DHCP addressing is not guaranteed. Sooner or later, the address assignment will change, unless you set...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Nov 12 2020 - v 2.36.0 - Release Notes x360Cloud

     Version      2.36.0      When      November 12, 2020      Goals Fix issues reported by users Introduce new Onboarding status that reflects an ongoing initial backup   New feature “Onboarding“ backup status  (Staged release) We are improving x360Cloud's backup status reports by differentiating between the initial backup (also known as the base i...

1 min reading time
Updated November 15th, 2021 by Tami Sutcliffe

How to manage organizations in the Reseller Portal - x360Cloud

Overview When you configure x360Cloud, you will create a new organization for each client you support. Then, from the x360Cloud Reseller Portal, you'll use the Organizations tab to locate and launch individual client organizations to manage backups and restores. Within each x360Cloud Organizations tab, you can:    View summary information for all se...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Jul 21 2020 - v 1.30.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.30.0       When       July 21, 2020 Log in here: New Features  Updates to our Support ticketing workflow. Now partners will have a more seamless process for creating and managing their support tickets within the x360 Portal. Additionally, the tickets are more tightly integrated into our systems, emp...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Jun 23 2020 - v 1.28.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.28.0       When       June 23, 2020 Log in here: New Features New x360 Branding  Dashboard has been updated with a new look and feel for the x360 Product Suite: Legacy Backup for Files product card has been moved to Other Portals section Incremental improvements toward a future feature that's flagge...

0 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

How to update desktop clients with new branding settings - x360Sync

Overview When you update branding settings, already-deployed desktop clients will not inherit these branding settings. It is for this reason that we recommend configuring branding settings before creating user accounts and deploying desktop clients.  Resolve with automatic updates The next time already-deployed desktop clients are automatically upda...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Jul 07 2021 - Manager (RMC) v 4.3 - Release Notes

  Version:     x360Recover Manager (RMC) v4.3   Release Date:     July 7 2021  Major enhancements Virtual Office user interface improvements Automatic refresh and progress updates  Improved error handling Bug fixes  Fixed several minor alignment issues in the new UI Minor update to client-level health digests: The client name has been added to the e...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Apr 2021 - v 1.59.0 - Release Notes x360Portal

    Component      x360Portal      Versions      1.59.0       When      April 2021 Log in here: Enhancements  Visual update to Footer, added additional helpful links Bug fixes Fix for roles not always seeing Support cases they have access to  SUPPORT  | 720-204-4500 | 800-352-0248 Contact Axcient Support at https://partner.axcient.com/login or call ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to create reports in the Web Application

You can generate configurable reports detailing replication job analysis, hardware usage and network activity from the BRC Web Application. All reports can be downloaded as CSV files.  Axcient BRC offers the following reports: Appliance Summary summarizes general usage across Axcient Services or Sites. Usage Summary summarizes service information, p...

1 min reading time
Updated October 19th, 2021 by Tami Sutcliffe

How to grant new permissions required in v.2.6.0 - x360Cloud

x360Cloud 2.6.0 now delivers a reliable new version of Microsoft 365 connectors, using OAuth tokens (instead of Global Admin credentials) for authorization in Microsoft 365.  Previously, basic authorization via global admin credentials required you to continuously update those credentials. Outdated credentials were, by far, the most frequent cause f...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Virtual Appliance Error: “Failed to power on VM”

Problem: When attempting to power on the vApp you see a “Failed to power on VM” error message even though your processor has VTx with EPT enabled. The error message looks similar to the following:   Cause: The vApp does not have sufficient vCPUs allocated to the vApp. Solution: Below is a brief summary of the vCPU requirements for the vApp: Minimum ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - Rapid Recovery V6 - Set up virtual standby jobs

Technical Instructions Set Up Virtual Standby Jobs for Rapid Recovery V6  This section describes how to configure virtual standby jobs if you are using Rapid Recovery V6. Note: To configure one-time exports instead of ongoing virtual standby, please see Setting Up Rapid Recovery V6 VM Exports (below). Virtual standby jobs allow you to keep updated H...

12 min reading time
Updated September 9th, 2021 by Tami Sutcliffe

Veeam - Creating a Backup Copy Job [SECTION #3: BDR for Veeam Setup Guide]

[ Return to the Veeam Setup Guide :] Note: A backup copy job is required for the seed process. Please complete the following steps to create a backup copy job.  1. Select Backup & Replication on the left, then click the Jobs option.2. Select Backup Copy on the menu bar to create a backup copy job. 3. Type a name for the job in the Name field. 4....

1 min reading time
Updated October 20th, 2021 by Tami Sutcliffe

Configure lockdown mode for MFA - x360Recover

x360Recover now supports a lockdown mode, which enforces multi-factor authentication for all devices (starting with x360Recover  release 10.10.0). Lockdown mode disables local logins (and local user access) to appliances and vaults. Users are required to (a) log in to x360Recover Manager, either directly or via single sign-on from the x360 Portal, a...

1 min reading time
Updated May 26th, 2021 by Tami Sutcliffe

May 26 2021 - v 2.62.0 - Release Notes x360Cloud

  Version      2.62.0     When      May 26, 2021      Goals Improve backup status reporting  for archive mailboxes   Fix issues reported by users    Improvements Historical backup reports for Microsoft 365 archive mailboxes  x360Cloud 2.60.0 delivered the ability to back up Microsoft 365 archive mailboxes. (At that stage, only the latest backup stat...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Moving the backup for files installation directory to a different location

Overview   The Backup for Files product keeps an incremental backup cache in a subdirectory of the installation folder. The incremental backup cache is about 1.5% of the size of the backed up data. If you are backing up a large amount of data, this incremental backup cache can grow to be large, so you may need to move the installation directory to a...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS fails with WMI initialization errors - Backup for Files

Overview and Symptoms  The backup engine uses Microsoft VSS to perform backups of open files and also to backup the system state. VSS consists of providers (which provide volume snapshot functionality), writers (application components that ensure the integrity of their data before a snapshot is taken, such as Exchange or SQL), and requestors (such a...

3 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

Change Network Settings from Console - x360Recover

  Change Network Settings from Console aristosnet help  Shows this menu aristosnet show all  Shows IP information for all available interfaces aristosnet show <interface>  Shows IP infomation for specified interface aristosnet enable <interface>  Enables specified interface aristosnet disable <interface>  Disables specified interfa...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to turn off notifications sent to administrative accounts that are not configured to do backups

OVERVIEW This KB shows you how to turn off email notifications sent to administrative accounts that are not configured to do backups. DETAILS: Right click on the desired account and select Impersonate. While impersonating the account, select My Account in the menu bar, then select Notifications. Clear all of the checked boxes, then select Save Chang...

0 min reading time
Updated November 10th, 2021 by Tami Sutcliffe

Oct 19 2021 - x360Recover v 10.10.0 - Release Notes

Component      x360Recover BDR   Version:      v.10.10.0    Release Date:      October 19, 2021 Release overview  x360Recover 10.10.0 is a feature release.  The primary focus of this release is to improve security by enabling lockdown mode (forcing all user access to require MFA from the cloud.)   Additional features in this release include support ...

3 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

Apr 21 2021 - Virtual Office v 3.2.0 - Release Notes

Version:     Virtual Office  v.3.2.0  Release Date:      April 21 2021   Release Overview Axcient Virtual Office 3.2.0 is a maintenance release.  This release includes new backend features for future Recover Manager enhancements and bug fixes to our core AxCloud service for BRC and x360Recover.  This release is scheduled for April 21st, 2021. . New ...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Use Case: How to Filter Reports - x360Sync

Overview The reporting feature allows administrators to track important information on machine health (including sync and backup status), system activity, and user activity. You can export these reports to a PDF, Excel, or CSV file; you can also email these reports to a list of recipients.   For more information on how to create reports, please refe...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Manage the Activity Log and create alerts - x360Sync

Overview With the activity log, you can track all usage across the system and create alerts on accounts, data usage, machines, roots, organizations, and guests. Use the Activity Log page in the administrative web portal to filter activity based on a set of criteria. In addition to tracking usage, you can use the Activity Log page to create alerts so...

2 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

5. Manage files on the replicated target - ShadowProtect

  [Return  to INDEX:] Manage files on a replicated target   Access to remote replication is available using  ) an FTP client (such as WinSCP) ) remote replication using RDWeb 1. Remote Replication Using an FTP Client You can manage your backups on the replication target with a FTP client. We recommend WinSCP, but any FTP client which can interface w...

1 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

How to upload multiple pictures from Synced Tool on an Android device - x360Sync

Note: With the release of Synced Tool for Android 4.8, you can now select multiple files to upload. This article applies to earlier versions of the Synced Tool app. Overview  In versions of the Synced Tool for Android prior to 4.8, you cannot upload multiple pictures directly through the Android mobile app. This is due to a design pattern of Android...

0 min reading time
Updated June 25th, 2021 by Tami Sutcliffe

How To Subscribe to Axcient Status Updates

1. Visit the Axcient status page at https://status.axcient.com   2. Click on the blue Subscribe to Updates button in the upper right corner: 3. A dropdown menu will allow you to select four methods of receiving incident notifications: Email text message Slack Atom or RSS feed    To subscribe via email:   a. Click the envelope icon and fill in your e...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Configuring Local Disk Backups

In addition to backing up your data to the remote server, you can also backup your data to a local volume on your computer. This local volume can be another hard drive, external storage such as a USB-attached disk, or a network-mapped drive (including SAN volumes). If you want to back up all computers within the same network to a central storage ser...

1 min reading time
Updated June 25th, 2021 by Tami Sutcliffe

Jun 17 2021 - v 2.65.0 - Release Notes x360Cloud

Version      2.65.0 When      June 17, 2021 Goals      Fix issues reported by users    Fixes   Fixes for customer escalations and markup issues.  Fix for an issue that impacted successful onboarding of Archive Mailbox containers. Known issues  Page will sometimes constantly reload when re-logging in to x360Portal after a browser session expires if x...

0 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to manage ConnectWise settings from the GMP - x360Recover

You can now manage your ConnectWise configuration centrally from the Global Management Portal (GMP), including setting up credentials, configuring ticketing and managing appliances or vaults. You can also configure each of your devices to inherit their settings from the GMP, so updates and changes to managed settings can be conveniently performed fr...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Moving the Local Disk Backup destination to a different volume - Backup for Files

The following steps will assist in retaining the historical backup data while changing the backup location to a new destination. 1. Clear the Local Disk field on the My Account page of the Online Backup Manager. Click Test Connection in the top right corner and click Save. 2. Copy the complete folder structure from the current Local Disk location to...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - What is the priority of policy rules in the policy editor?

Overview Higher numbered rules take precedence over lower numbered rules. Details Imagine you have a list of files that list which files to backup and each policy rule adds (include rules) or removes (exclude rules) items from that list. You apply rules starting from rule #1 and proceeding to the last rule. Here's an example policy: Include *.* Appl...

0 min reading time
Updated July 29th, 2021 by Tami Sutcliffe

Using instant virtualization with Scale Out Cloud - x360Recover

With the release of version 8.3.0 and the new Scale-Out Cloud storage architecture, x360Recover now offers the ability to perform near-instant virtualization within the Axcient Cloud using our Continuity Cloud recovery services. Note: Using Instant Virtualization requires that your cloud data be migrated onto the new Scale-Out Cloud storage system. ...

5 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files -How to upgrade a 32-bit installation to a 64-bit installation

Overview On the 64-bit versions of Windows, 32-bit applications are kept isolated from 64-bit applications. If you have previously installed a 32-bit version of the software on a 64-bit of Windows, and you later install the 64-bit version of the software, then if you want to keep your settings three things must happen: (a) the registry settings must...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How do I create backups? - x360Sync

Overview   x360Sync allows administrators and end users to back up personal files and folders that exist on registered Windows and Mac machines. A backup is a root and is functionally the same as Synced Folder. Making a backup refers to the copying and archiving of your data  so it may be used to restore  the original when data is lost . Use Cases T...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to check the license on Veeam® Agent for Windows

Connect to the server or workstation where the Veeam® Agent for Windows is installed and open the console. Once the console is open, click on the About tab in the top right corner:   If there is no active license, the Agent will show it is using the Free Edition.   If there is an active license, the Agent will show the version of Windows installed (...

0 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

How to Audit the Number of Cloud Servers by User for ShadowProtect

What if the number of ShadowProtect cloud machines exceeds the number of licenses purchased? When you review your Axcient invoice under normal circumstances, if you are buying bundles of ShadowProtect server licenses with the Axcient cloud, the number of ShadowProtect cloud machines will match the number of your ShadowProtect cloud servers. When the...

2 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Backup failure due to Microsoft SQL server VSS Writer in a failed state after updating Microsoft Azure AD Connect - x360Recover

Impacted Axcient Products: Axcient x360Recover BDR for Veeam Backup for Files BDR for Shadow Protect Symptoms:  Backups fail to complete with errors due to failure to create VSS snapshots. Event ID 8229 is recorded in the Application Log with error 0x800423f4 Description: A recent update to the Microsoft Azure AD Connect Agent can cause the Microsof...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.9.0 Release Notes

     Component     x360Sync Web Portal       Version      2.9.0      When      April 2020      Goals Modernize the look and feel of the Web Portal user interface Unify the user experience with the x360 Portal Introduce a responsive interface for the Web Portal Witnessing the historic events that have unfolded with the COVID-19 pandemic, we've decide...

2 min reading time
Updated July 5th, 2021 by Tami Sutcliffe

Format USB drives - x360Recover - BDR - FAQs

The GUI will only show the device if it is formatted NTFS.   The OS handles the mounting of the USB devices to /media, the GUI filters the /media for NTFS USB devices.   Please note that many SATA to USB converters pass the disks through as sata and not usb. In this case, you will need to use a device that is not an enclosure or docking station.   A...

0 min reading time
Updated November 18th, 2021 by Tami Sutcliffe

Manage a domain name change - x360Cloud

An organization that uses x360Cloud may, on occasion, need to change the domain name of their SaaS service provider (such as Microsoft Office 365).  Here are steps to change a domain name. (For example, to change old domain harryMSP.com to new domain joeReseller.com.) In Microsoft Office 365 1. Log in to your Office 365 account. 2. Update the old do...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS Error: VSS_E_VOLUME_NOT_SUPPORTED_BY_PROVIDER - Backup for Files

Situation: In the Online Backup Manager logs you find the following entries: 2014-12-11 01:02:52 INFO: Initializing open file backup [C:\] [X:\] {VSS-WS03.dll}2014-12-11 01:02:53 INFO: VSS: ERROR: COM call "m_pVssObject->AddToSnapshotSet((LPWSTR)volume.c_str(), ProviderID, &SnapshotID)" failed.2014-12-11 01:02:53 INFO: VSS: ERROR: - Returned ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How To: Create Partner API Account

Overview  Axcient has a web service API that allows programmatic access to the functions of our partner portal. You may use this API to develop your own tools or integrations. Additionally, certain third-party tools, such as RMM tools, offer integration with Axcient and use our web services API. These tools will ask for your Axcient partner portal A...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

May 28 2020 - v 1.26.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.26.0       When       May 28, 2020 Log in here: Features  Back-end enhancements to assist with telemetry and analytics Incremental improvements toward a future feature that's flagged off for now.     CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products, sig...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How To: Find My CID

Description Various configuration and documentation refer to a "CID" or "Customer ID".  This CID is one of the ID numbers available by reference in the Web Portal when reviewing the Account Center or Account List. Instructions Log into the Web Portal Using the Account Center, find the account in question and look for the "Cust. ID" column Using the ...

0 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

How to use the settings menu to manage email notifications, logos and more - x360Recover

The  Settings  menu is universal across all x360Recover device types. The  Menu  pane is located along the left edge on appliances and vaults. The  Menu  pane is located across the top of the page on the Global Management Portal (GMP) The following is a detailed explanation of the available options that may be configured from the Settings menu on th...

6 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Troubleshooting Sync Issues with Trend Micro Antivirus - x360Sync

Overview In some instances, you might notice a disruption to the desktop client sync process when Trend Micro Antivirus is installed within the same environment.  Solution The Trend Micro Behavior Monitoring feature can sometimes block the desktop client sync process. To resolve this issue,  add the following Desktop Client services to the Trend Mic...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

iSCSI file and folder recovery - x360Recover

For simple recovery of a few files, it is fastest and easiest to use the Mount option for a selected recovery point from the Protected System details page. After mounting the recovery point, browse the disk structure using the File Browser, locate the desired file(s) and download them.  For larger requests, or if it is necessary to perform search op...

1 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Feb 25 2021 - v 2.49.0 - Release Notes x360Cloud

     Version      2.49.0      When      February 25, 2021      Goals Improve the user experience when working with tables      Fix issues reported by users    Improvements  Full row is selected in tables In this version, we have improved the user experience when working with tables in x360Cloud. We’ve made table rows more easily selectable by expand...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Replication job fails due to insufficient space on the Axcient appliance

Problem: The user received the following replication failure error: Error: Backup failed due to insufficient space on the Axcient appliance Cause: There is not enough available space on the Axcient appliance for data to be replicated. Solutions: The user will need to contact Axcient Support in order to perform one of the following tasks to resolve t...

1 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Check if ESXi host supports nested virtualization - x360Recover

 1. Open a web browser that is on a system local to the vmhost. 2. Browse to: https://<<HOST IP>>/mob/?moid=ha-host&doPath=capability 3. After you login, search for the nestedHVSupported property on the page and you should see a value of either true or false. If it is false, you might still be able to virtualize systems but you will ...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS Error E_UNEXPECTED (0x8000ffff) - Backup for Files

Problem Open file backup fails to initialize because of the error E_UNEXPECTED (0x8000ffff). This can be caused by many of the internal Microsoft components that are part of your operating system. This is Microsoft's generic error message to say that something went wrong, but the details of the error are only contained in the Windows Event Log. Reso...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

System state or VSS backups fail on SBS2011 or servers with SharePoint 2010 - Backup for Files

Symptoms  System state backups start to fail on SBS2011 or servers with SharePoint 2010 installed on them. Additionally, when backups attempt to take a VSS snapshot, the backup job may stall for 30 minutes (and eventually the watchdog timer will force the backup process to end) or the backup log may fail the VSS snapshot and have messages like: INFO...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS / open file backup troubleshooting - Backup for Files

Overview Many of our backup solutions utilize Windows 'volume shadow copy' (VSS) writers to perform backups. VSS provides the functionality to take a snapshot of a volume, allowing backups to backup data from the unchanging snapshot instead of the volume that is changing all the time. This technology is available on Windows XP, Vista, Server 2003 (o...

4 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Jul 29 2020 - v 2.21.0 - Release Notes x360Cloud

     Version      2.21.0      When      July 29, 2020      Goals Improve performance of organization Dashboard Fix issues reported by users   Improvements Performance improvements for the organization Dashboard Previously, the organization Dashboard took a long time to load, due to search requests performed to retrieve search facets. We've optimized...

0 min reading time
Updated September 27th, 2021 by Tami Sutcliffe

[Legacy] Configure ConnectWise REST API for Backup for Files

Background: SOAP API vs REST API Effective January 1, 2020, ConnectWise has issued an end of life schedule for their legacy SOAP API.  All partners using the SOAP API must reconfigure their ConnectWise integration to use the newer REST API prior to January 1, 2020 to ensure that their ConnectWise integration continues to work without interruption.  ...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

View system information in the appliance - x360Recover

The System Info menu pane displays an overview and summary of the system status of the appliance.   In the appliance menu pane, click  System Info . You will be able to view system details, include system memory and disk usage, detailed storage utilization by Protected System, graphical performance metrics over time, as well as disk status informati...

0 min reading time
Updated September 10th, 2021 by Tami Sutcliffe

Manage protected systems in the appliance - x360Recover

To manage protected systems in the appliance:  1. In the appliance left hand navigation, click on Protected Systems. You will see a list of the systems currently being backed up and protected by the appliance. 2. Use the controls to manage protected systems: The Status column displays icons that indicate whether the system is currently running as a ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I bill my customers?

Overview You will receive an invoice from Axcient that charges you, the partner, based on the amount of online backup storage, local-only backup devices, and email archiving mailboxes you have. (The exact price is listed in your partner contract.) In addition to your invoice from Axcient , monthly billing reports are available to you in the partner ...

3 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Manage alerts generated by the appliance - x360Recover

The Alerts menu pane shows the status of any active or recent alerts generated by the Appliance. To view and manage alerts:  Select  Alerts  on the left hand navigation. Use the Status column to understand the status of alerts. Alert status can be Active, Closed, or Auto Cleared. Many types of alerts will be automatically cleared if the next attempt...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I use the web portal?

Overview This article summarizes how to use the web portal to manage your customers' accounts. We are in the process of writing a reseller's guide (of which the information in this article is a small part) and welcome input on what should be contained in the guide. System Overview In our system we define the following terminology: Customer: One bill...

2 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS Error VSS_E_PROVIDER_VETO (0x80042306) - Backup for Files

Problem Open file backup fails with error messages similiar to the following:INFO: Initializing open file backup [C:\] {VSS-XP.dll}INFO: VSS: ERROR: Error during the last asynchronous operation.INFO: VSS: ERROR: - Returned HRESULT = 0x80042306INFO: VSS: ERROR: - Error text: VSS_E_PROVIDER_VETOOpen file backup failed to initialize because the snapsho...

1 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

June 02 2021 - AxOS (BRC) 10.3.0 - Release Notes

  Version:      10.3.0  Release Date:     June 2 2021  Improvements  Security updates Upgraded SMB and JQuery packages to the latest version Enabled “secure” attribute for SSL Cookies Bug fixes Local failover Improved logging. Fixed an issue with the local failover discard process in case backup volumes are excluded while failover is running. Partne...

0 min reading time
Updated September 15th, 2021 by Tami Sutcliffe

Lease an Axcient appliance on the Licensing Portal - x360Recover

Leasing an Axcient x360Recover BDR Appliance You now have the choice to lease your Axcient x360Recover BDR hardware from us. Of course, you can also continue to purchase your BDR hardware from us or build your own (BYOD) devices.  You'll make a choice between Buy Now or Lease during the purchase process, allowing you to choose the payment terms that...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup failure, VSS WMI Writer unregistered

Purpose Re-register WMI Writer in VSS.  Applies To                                                                            Exchange SQL Windows Server Symptoms / Description Backup jobs fail due to the VSS WMI Writer being in a failed state.  Run "vssadmin info" at the command prompt on the client and look for the following State and Last Error o...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Requirements to deploy the Axcient Virtual Appliance

The following Virtual Appliance (vApp) requirements must be met when deploying a new VM:       vApp Configuration CPU Cores RAM Size IOPS      Minimum 4 16GB 4 drives, RAID 10 300      Recommended 4-8 24GB 8 drives, RAID 10 300-600      High Performance 8+ 32+GB 12 drives, RAID 10 600+ For full system requirement documentation, please refer to the V...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Why Can't I Sync a Live Database in x360Sync

Overview x360Sync currently does not support the syncing of live database files. Examples include: Lacerte Files  Live Databases (.dbs)  Microsoft Access Databases Quickbook Files  .pst Files x360Sync does not support the syncing of live databases for the following reasons:  We can't read live database files while they are open. While our scan will ...

0 min reading time
Updated September 17th, 2021 by Tami Sutcliffe

Configure a new BDR Appliance - x360Recover

Whether you ordered an Axcient BDR appliance or decided to use your own hardware, the next step is to configure the appliance for use. These steps will differ depending on which appliance option you selected. BYOD appliance hardware only: Pre-installation steps If you are using your own appliance hardware, also referred to as the BYOD option, you wi...

5 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Branded Icon Does Not Display - x360Sync

When a desktop client's branding settings do not display as expected, ensure that you are using an .ico file for your selected icon.   Use the following site to generate an .ico file: http://convertico.org/  ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to distinguish multiple vApps

Problem: The user doesn't know how to distinguish multiple Virtual Appliances (vApp). Solution: The user can identify the vApp based on the serial number in the filename. The format will be as follows: Axcient_Vapp_SN< serialnumber>.ova Axcient_Vapp_SN< serialnumber>.zip Example: Axcient_Vapp_SNVA9999A1121609999. ova...

0 min reading time
Updated August 2nd, 2021 by Tami Sutcliffe

How to create administrative users and assign security roles

Overview This article reviews the steps to create a new administrative user and assign a security role. Steps required 1. Log into the Axcient Portal located at  https://backup.securewebportal.net/ 2. Select  Account Center (Visual View) in the  Accounts  main menu bar option. 3. Click the  New Account Wizard  button on the top left under the  Home ...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to request an additional Virtual Appliance download email

Problem: The user did not receive, or cannot find,  the email from Axcient Support containing the Virtual Appliance download link. Cause: The email may have been caught by your corporate or desktop client spam filter. Solution: Have the user verify the span filter settings and add Axcient to their ‘safe senders’. If the user has confirmed that the e...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.20 Release Notes

     Component      Web Portal      Version      2.20.0      When      July 2020       Goals Fixed appearance issues for Shares Fixed breadcrumbs for guest users Fixed sorting of the Team Shares list Fixes Fixed appearance issues with Items Shared By You tab under the Shares menu. When clicking on the drop-down menu now: Group names display in bold ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Backup fails with message "The server is not a valid online backup server"

Whether you are starting a new backup or you have a backup that was previously working but has started to fail, if you see the message The server is not a valid online backup server, the issue is generally connectivity from the protected machine to the backup server.   There are a few other things that can cause this, though. To troubleshoot this is...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - Quest VMware

  CONTENTS  Accessing Continuity Cloud via VSphere Restoring Your VM/Point in Time Restore Setting Up Virtual Standby Troubleshooting  INTRODUCTION Thank you for choosing the Axcient Continuity Cloud for Quest. Using the Axcient Continuity Cloud for Quest, you can access fast, off-site virtualization of your replicated VMware servers.  This guide de...

6 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Large Virtual Appliances take a long time to deploy on current storage

Problem: Deployment of the vApp takes a long time on top of existing storage. Cause: The time required to deploy a Virtual Appliance is entirely dependent on VMware and on the speed of the VM Datastore. Solution: Deploy the Axcient Virtual Appliance on top of a faster VM Datastore. Before deploying the vApp, please refer to the Axcient Virtual Appli...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Installation error due to local security policy on desktop client - x360Sync

Symptom When installing the desktop client, you receive the following error: Error running C:\program files (x86)\Synced Tool/bin/db_mgr.exe --action update --type agent --db-path "C:/Program Files(x86)/Synced Tool/db" --scheme-dir "C:/program files (x86)/Synced Tool/schema This error indicates that the desktop client is being blocked by a local sec...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Dec 08 2020 - v 1.45.0 - Release Notes x360Portal

    Component      x360Portal      Version      1.45.0       When      December 8, 2020 Log in here: Improvements Updated the color scheme of the current Spotlight Added additional logging to detect errors Updated the look of tabs to a more clear view Updated validation of fields across application    CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 ...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Avoid WebDAV login prompts - x360Sync

Overview  x360Sync supports Web Distributed Authoring and Versioning (WebDAV), which is an extension of the HTTP protocol. WebDAV is another way for end users to view and edit documents–both personal and through team shares–located in the cloud. While x360Sync can be configured for WebDAV support, you might notice a few limitations when working with...

1 min reading time
Updated September 30th, 2021 by Tami Sutcliffe

[Archive] x360Cloud - How to configure ConnectWise PSA settings and enable ticketing

Prerequisites:  Before you begin to configure your x360Cloud accounts, you must first successfully configured the API member and service default settings in ConnectWise.  Overview This article will explain how to configure the PSA settings in x360Cloud to integrate with the ConnectWise Professional Services Automation (PSA) platform, after you have ...

1 min reading time
Updated August 27th, 2021 by Tami Sutcliffe

Retrieve logs from the Mac desktop client - x360Sync

Overview  When the x360Sync desktop client is not synchronizing as expected, the first step in diagnosis is to gather the logs from the x360Sync desktop client and deliver the zipped folder to Axcient Support. This article describes how to gather the logs from a desktop client running on a Mac. Instructions  From Finder, click the Go menu and select...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Synced Tool for iOS Version 4.10 Release Notes

Component      Synced Tool for iOS  Version      4.10 When      March 30 2020 Goal      Provide intuitive way of accessing actions applicable to files and folders Improvements Synced Tool for iOS provides a variety of actions a user can perform on a file or folder:     Operation    Accessible using    Open with options    Long tap on a file    Share...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest - How to check an archive/seed drive

Checking an archive verifies whether an archive and its contents are healthy enough to be restored. You can scan an archive for the integrity of its structure, data segments, and index files by performing an archive check. The archive check verifies the presence of all necessary files within the archive and that the files are healthy. To perform an ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

PassPhrase White Paper

  Introduction Protecting your privacy and securing your data is our number one priority. Your pass phrase is encrypted twice before it is stored on the server to prevent anyone but you from recovering the stored pass phrase. The system is designed so that recovering a pass phrase requires action from two people: the person that created the key and ...

1 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Resolve missing overlays in the desktop client - x360Sync

Symptom In x360Sync, overlays—such as file collision, file locking, and file syncing indicators—are not displaying, and might cause Windows Explorer to crash. Cause x360Sync employs overlays to visually indicate:  File collisions File locking File syncing Windows provides limited slots for icon overlays. End users might have previously installed sep...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

GMT - Technical Support Hours

 All critical issues covered 24/7*    GMT General Support Hours                        +44-203-900-0760 | Mon - Fri | Noon to 11:30 PM GMT    x360Sync Support                 +44-203-900-0760 | Mon - Fri | Noon to Midnight GMT    x360Cloud Support    +44-203-900-0760 | Mon - Fri | 9:00 AM to 10:00 PM GMT    x360Recover Support             +44-203-90...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Boot VM Check Suddenly Fails - x360Recover

The lsn.bin files are copies of Windows system dll files that are required for Windows to boot.  Many software manufacturers do not follow proper procedure when modifying these files.   Proper procedure example:  An antivirus program makes changes to  these files and changes the modification date.  x360Recover will pick up the changes in our backup ...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Display issues on desktop client Windows machines - x360Sync

Overview With newer versions of the desktop client (v2.6.0 or higher), Windows users might encounter certain display issues or error messages related to graphics drivers. For example: The GUI is not responsive Black windows appear in certain dialogs Error messages display when launching the desktop client Resolution Many graphics driver issues can b...

1 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Slow sync speed with the desktop client - x360Sync

Overview The desktop client is designed to maximize the speed at which it uploads and downloads files from the cloud. However, sync speeds can be affected by a number of factors, including the user's Internet Service Provider (ISP), local settings, and bandwidth settings. If you experience slower than expected sync times, we suggest you attempt the ...

1 min reading time
Updated July 30th, 2021 by Tami Sutcliffe

1. Process Overview - ShadowProtect

[Back to the SOLUTION GUIDE Table of Contents:] 1. Assess backup requirements  Assess the backup requirements of your customer by identifying the following:  Critical application servers, such as Exchange, SQL, and SharePoint The recovery point objective for critical applications Where to store volume backup images Data that must be retained for...

2 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

Replacing a Failed Disk in the Backup Storage Pool - x360Recover

1. If your pool has lost a disk, but the RAID is still intact (you have not lost two disks in a RAID5 or three disks in a RAID6), your pool will be in a degraded state.  Example 2. Use the Storage Pool drop-down to find the Failed Disk(s) section. Here you should see your failed disk.   Example 3. After physically replacing the failed disk (and re-c...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Integrate an appliance or vault with ConnectWise - x360Recover

Configure ConnectWise: Note You will need access to the System > Members page. 1. Once in the System > Members page, go to the API Members tab and press the ‘+’ icon to add a new API Member. 2. For the Member ID, enter “Axcient”. You will need to fill out all required fields. If you will be using x360Recover to update your billing: When you ge...

4 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Hung replication - x360Recover

If the replication is hung, the first thing to do is to restart the appliance.  Log into the appliance > settings > shut down and reboot. Allow it to reboot. Give it about an hour for replication to restart. If you do not see progress within 24 hours after that, please let us know.   SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about a...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How to manage shared mailboxes in Microsoft 365 - x360Cloud

x360Cloud backs up both standard user mailboxes and shared mailboxes in Microsoft 365 environments. In some instances, you might need to convert a standard user mailbox to a shared mailbox so that more than one user can access it.   [~from Microsoft: Convert a user mailbox to a shared mailbox ] While a standard user mailbox requires a Microsoft lice...

0 min reading time
Updated August 27th, 2021 by Tami Sutcliffe

Best Practices - x360Recover

Hardware, software and other requirements x360Recover recommends a minimum of 8GB of RAM and 4 CPU cores with support for Intel VT or AMD-V hardware virtualization. More RAM and CPU resources are recommended when protecting many systems, or if you plan to provide virtualization as a recovery option.   Typically, appliances should be built using high...

4 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

Machines with some Intel NIC's crashing or multiple agent disconnects - x360Recover

Intel (and others) have reported an issue with their network cards causing servers to crash.  If you have unexplained appliance/vault crashing or agent disconnections, please check to see if you have one of the affected Intel network interface cards. Intel Network Card (82574L) Packet of Death https://communities.intel.com/community/wired/blog/2013/...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How To Create an Axcient Backup for Files Preload (Seed) Drive

Step 1. Put the desired account into Maintenance Mode. When creating a preload (seed) drive, the desired account must first be put into Maintenance Mode from the Axcient Backup Portal. When an account is in Maintenance Mode, online backups are not allowed to proceed. This is important because until Axcient receives the disk and loads the data onto y...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [z2015] Online Backup Manager Release #: v3.9

Online Backup Manager Release #:  v3.9 Release Date:  Internal release only – Week of 11/09/2015 BDR for Acronis Axcient BDR for Acronis partners can now monitor their local and cloud Acronis AMS’.  Acronis AMS information is collected by the OBM and uploaded to the Axcient Backup Portal for single-pane viewing.  Within the Backup Portal: AMS status...

0 min reading time
Updated April 9th, 2021 by Tami Sutcliffe

How to create new organization-level user accounts - x360Cloud

How to create new organization-level user accounts in x360Cloud 1. Navigate to the Settings page of the organization you want to create a new user for and switch to the Users tab. 2. Click the + icon (located to the right of the breadcrumbs) to open the Create User form. 3. Fill in the Create User form and click the Create button at the bottom of th...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync - Remote Workforce Best Practices

Like many organizations, Axcient has temporarily closed its Denver office to help reduce the spread of the COVID-19 virus.  x360Sync, our File Sync and Share tool, allows our team to work remotely, ensuring secure and seamless collaboration while we continue our daily operations. If you are an x360Sync partner, you can support your clients by empowe...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

What to do if the entire vApp gets wiped and recovery from the Axcient Cloud is required

Problem: The entire Virtual Appliance (vApp) gets wiped and recovery of the entire vApp environment from the Axcient Cloud is required. Cause: While this is a rare scenario, it usually implies a catastrophic failure of the data center and/or rack where the Axcient Virtual Appliance is running, such as fire, water damage, earthquakes or other natural...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Canvas Not Supported - x360Recover

Issue Browser error message "Canvas Not Supported" is thrown after starting a VM in test mode then trying to open for VNC connectivity.This is experienced when using Microsoft's Internet Explorer web browser. Solution x360Recover recommends using Firefox or Chrome to resolve the issue.     SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about a...

0 min reading time
Updated September 15th, 2021 by Tami Sutcliffe

How to protect Microsoft Teams with x360Cloud

Microsoft Teams is a collaboration tool that enables group conversations.  If you are an x360Cloud partner, you can configure Microsoft Teams to back up group chat history (Teams channel chats) to documents, for quick recovery in the x360Cloud platform. Note: Only group chat history is backed up by x360Cloud. Important Notes Please note the followin...

1 min reading time
Updated September 9th, 2021 by Tami Sutcliffe

5. Install the OS - x360Recover - BDR

How to install the x360Recover OS x360Recover runs on a custom Ubuntu 64-bit Linux operating system.  The x360Recover installation ISO will deploy the basic operating system along with all x360Recover application components.   Download the latest x360Recover installation ISO here. Once you have downloaded the ISO, you can make a bootable image of th...

3 min reading time
Updated August 2nd, 2021 by Tami Sutcliffe

Jul 12 2021 - x360Recover v 10.8.0 - Release Notes

Component      x360Recover   Version:      v.10.8.0  Release Date:      Targeted release starting July 12, 2021  Release overview x360Recover 10.8.0 is a feature release.   The primary focus of this release is to provide a new policy-based backup scheduling engine tailored around business hours with support for agent throttling controls. Summary of ...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Protected system has no connectivity in live mode with a nested VM - x360Recover

x360Recover does not support virtual installations of appliances and vaults in production.   Use at your own risk. Issue: Appliance or vault is running as a virtual machine on Vmware. When performing a live virtualization of a protected system recovery point, the running machine can get a DHCP address but has no network connectivity Resolution: Modi...

1 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to use the Linux shell - x360Recover

Axcient x360Recover is deployed as a hardened Linux distribution. As such, there is no graphical user interface display on the physical console, only a text mode Linux shell. To simplify management of the device for users unfamiliar with using Linux shell commands, we have implemented a user account with limited access to a set of user friendly comm...

3 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

Feb 27 2020 - v 2.6.1 - Release Notes x360Cloud

     Version      2.6.1       When       February 27th 2020      Goals Maintenance Fixes  Fix for end-user account synchronization to x360Cloud that sometimes gets stuck.   Fix for the email notifications about expired global admin password not sent.   ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~  CUSTOMER SUPPORT  | 720-204-4500 | 800-352-0248 To learn ...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

May 2020 - Web Portal - x360Sync

May 2020 ~ We are excited to introduce the new and improved x360Sync web portal, featuring a modern visual appearance, responsive design, and intuitive navigation.  In response to partner feedback, we prioritized UI improvements to both the standard user and administrative web portal. This article provides a brief overview of these changes and outli...

2 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

Auto-update the Online Backup Manager (OBM)

As a valued Axcient partner, you are always entitled to the latest version of our Online Backup Manager (OBM)  software at no extra charge. The OBM software has the ability to automatically download and install updates. By default, the OBM will download updates but waits to ask you (once per day) whether to install new versions. The following instru...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

OS disk drive failure - Disconnect non-OS drives while re-Installing OS - x360Recover

We highly recommend disconnecting all non-OS drives when reinstalling x360Recover. This is not a requirement, but if you do not disconnect all non-OS drives you must make sure that you select the proper drive or your configuration and backup sets will be overwritten.   SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient pro...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Hot to deal with Denied Permission

In order to deal with permission denied, the server may need to have permissions manually set to the files. In order to do this, follow these procedures: 1. Go to the path where the files are being denied permission. 2. Type the following command: cacls <directory> 3. This will list all the users that have permission to the folder. If the user...

0 min reading time
Updated July 29th, 2021 by Tami Sutcliffe

GMP reporting module

The x360Recover Global Management Portal (GMP) now features a new basic Reporting Module feature intended to help simplify the daily management and maintenance of your fleet of Axcient x360Recover devices in the field. The Reporting Module now adds three additional pages to the top menu bar of the Management Portal interface: The Trouble Report , He...

1 min reading time
Updated May 25th, 2021 by Tami Sutcliffe

Migrate from private cloud to SaaS - x360Sync

As an x360Sync partner, you can optionally migrate from a Private Cloud environment to a SaaS environment—or vice versa. When you migrate environments, you will need to reconfigure the following: Organizations Policies and settings Team Shares User accounts  Data And more  Moving Data You can utilize File Server Enablement to move data between envir...

0 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

How to fix missing BCD files with EISA partitions - BootVM fails - x360Recover

The instructions below are provided as a courtesy with no warranty or support.   Use at your own risk. To ensure that the BCD database and /Boot files exist when virtualizing systems with an EISA partition, perform the following steps on the protected system 1. Open a CMD prompt with Run As Administrator 2. mkdir c:\boot 3. bcdedit /export c:\boot\b...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Slow or failed sync process when both the desktop client and the Webroot client are installed - x360Sync

Overview  In certain instances, partners have reported a slowed or failed sync process when both the x360Sync desktop client and Webroot client are installed within the same environment. In more extreme cases, the desktop client might not complete the registration process.  Resolution Updating Webroot settings in the Webroot console might help allev...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Windows Home Server support and configuration

Windows Home Server (WHS) is a special version of the Windows Server operating system designed to run on less expensive NAS storage devices, for use at home or in home offices. Performing online backups (or local backups) of files stored on a WHA is supported by the file-level backup product, but you must configure the backup to not use Microsoft VS...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Sept 16 2020 - v 1.35.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.35.0       When       September 16, 2020 Log in here: Improvements  Updated spacing between headers and fields Updated the Cancel and Save experiences for users Updated the SLO experience Updated the error messages for Contact Country validation Updated the highlighting of tabs while paging Fixes  R...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Windows Directory Services Restore Mode Operations - x360Recover

The procedures in this article provide step-by-step instructions on how to recover Active Directory objects to a previous point in time. Simply restoring a Domain Controller to an earlier point in time is insufficient in itself, since the directory is replicated to multiple Domain Controllers and time-stamped with a serial number to identify the lat...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

May 12 2020 - v 1.25.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.25.0       When       May 12, 2020 Log in here: Features   Added new accessibility styling to buttons. Buttons are now easier to see, and an active button has a thin blue outline. Fixes Fixed issue with Select All on Users page not selecting all users Fixed issue with breadcrumb navigation on Users ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.19 Release Notes

     Component      Web Portal       Version      2.19.0      When      July, 2020      Goals Fixes for opening Shared Files Resolve issue with email server configuration Fixes Fixed the error "Could not connect to email server using the specified host and port" when configuring a new custom email server. Fixed the priority order of the default file...

0 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

How to recover public folder data - Axcient DirectRestore

Problem: Customer cannot locate items within a public folder mailbox Public folders are designed for shared access. They provide an easy and effective way to collect, organize, and share information with other people in a work group or organization.  However, an "incorrect" reading of public folder mailboxes can leave customers unable to find items ...

2 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

USB 3.0 VMware Passthrough - Seeding - x360Recover

Problem: USB devices are not detected by virtual appliance or vault running under vmware Conditions: USB device is USB3 connected to an ESX host that supports USB3 devices USB device does not show up in the GUI, is not mounted in /media and does not appear as a device in /dev Resolution: ESX passes the device to the virtual machine as a native USB3 ...

0 min reading time
Updated May 25th, 2021 by Tami Sutcliffe

How to re-send a user account password or welcome email - x360Sync

In the administrative web portal, you can use the Accounts tab to manage and support user accounts. In some instances, you might need to resend a user's password, or manually deliver a user's welcome email. Welcome emails typically include user credentials, a link to the web portal, and links to download apps and devices. To resend a user account pa...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Resolving LDAP Import Errors - x360Sync

Overview In some instances, when configuring LDAP settings in the administrative web portal, you might receive an error message when trying to import users. This can happen even after LDAP authentication has been established, and you are importing users as expected. Cause This error message is common with some versions of Microsoft Internet Explorer...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

May 12 2021 - Manager (RMC) v 4.0 - Release Notes

  Version:     x360Recover Manager (RMC) v4.0  Release Date:     May 12 2021    Important note: Please ensure all organization (partner) users who require access to the x360Recover RMC have an x360 Portal account as soon as possible. Existing RMC organization (partner) user credentials will stop working after July 1, 2021. This notice does not apply...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Silently update the desktop client - x360Sync

Overview If a desktop client's Autoupdate feature has been disabled (by modifying the update.ini file), administrators can still manually run updates. A desktop client can be updated by launching the Autoupdate tool, or it can be updated in unattended mode (silently) from the command-line.   For instructions on installing and registering a desktop c...

0 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Jun 23 2020 - v 2.15.0 - Release Notes x360Cloud

     Version      2.15.0      When USDC:  June 18, 2020 AMS:    June 23, 2020      Goals Provide an extra level of security for logins to the new UI Fix issues reported by users   New Features  Organization-level audit log  As an organization user, you can view a list of historical activities that occurred within your organization in the x360Cloud s...

1 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Version 2.7.1 Release Notes

Version 2.7.1 Release Timeline  Application Server and  Web Server    GA SaaS - July 2019    Worldwide Private Cloud - September 5 2019 Synced Tool for Desktop    GA SaaS - Staggered release from July 2019 to November 2019    Worldwide Private Cloud - December 2019 We are pleased to announce x360Sync v2.7.1, our latest release which includes importa...

5 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS error: VSS_E_OBJECT_NOT_FOUND (0x80042308) - Backup for Files

Problem Open file backup fails with error messages similiar to the following:INFO: Initializing open file backup [C:\] {VSS-WS03.dll}INFO: VSS: ERROR: Error during the last asynchronous operation.INFO: VSS: ERROR: - Returned HRESULT = 0x80042308INFO: VSS: ERROR: - Error text: VSS_E_OBJECT_NOT_FOUND This error means that Microsoft VSS failed to take ...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Oct 07 2020 - v 2.31.0 - Release Notes x360Cloud

     Version      2.31.0      When      October 7, 2020      Goals      Fix issues reported by users   Important  Authenticating via OAuth tokens  In x360Cloud version 2.6.0, we introduced a new version of the Microsoft 365 connectors which authenticate to Microsoft 365 via OAuth tokens, instead of using the former basic authorization via Microsoft ...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

VSS Error 0x800423F4 (MSDEWriter failure) - Backup for Files

Problem Open file backup fails with E_UNEXPECTED (0x8000FFFF), and the log indicates that the VSS MSDEWriter failed with failure code 0x800423F4. This error has three known causes: 1. The SQL Server (MSDE) volume shadow copy writer fails when the SQL Server database recovery model is not set to simple. To resolve this error, please change your SQL S...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - [2016c] Online Backup Manager Release #3.16.7

Online Backup Manager Release Notes #3.16.7 Release Date:  Week of 07/25/2016 Bug Fix: Fixed issue causing offsite replications to fail (due to an outdated third party library reference.) Below is an example of the error that may have occurred: INFO: [Failed to replicate file: X:\VolumeImages\--obscured--: ] 0x2000D: The data was corrupted in transi...

0 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

Replicated size is larger than snapshot size - x360Recover

Issue: When looking at the snapshot through the protect system details page, the snapshot appears much smaller than the replication job size for that snapshot Cause: The Snapshot size in the protected system details is the size of the VSS snapshot from the protected system. For replication, the snapshot is converted from a VSS snapshot to a ZFS snap...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Integrate ConnectWise with GMP - x360Recover

You can integrate Axcient x360Recover with your ConnectWise PSA. Once enabled, alerting events trigger tickets within the PSA. Ticket status is synchronized in both directions with the corresponding alert.  Important : Before enabling ConnectWise Integration within x360Recover, you must first ensure that ConnectWise has been properly configured for ...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How can I restore my OS and applications?

Overview If you have followed our instructions for backing up your OS and applications you will be able to recover quickly if your computer crashes. For Windows 7 systems, the procedure is to (1) download the bare-metal backup images containing your operating system and use these to restore your OS, and (2) download your data files. For other system...

3 min reading time
Updated October 12th, 2021 by Tami Sutcliffe

How to create, review and close a Support ticket - x360Portal

Log in to the x360Portal here: This article will give details on how to create, review and close Support request tickets within the Axcient x360Portal.  How do I create a new Support request ticket? How do I review, comment or update an existing Support request ticket? How do I close or delete a Support request ticket? The Support page is where you ...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Vaultransferclient running, but. nothing transferred - x360Recover

Description Vaultransferclient running, but nothing transferred. DPI-SSL Client. What to do when "Common Name Exclusions" is not working or we cannot browse some websites. Normally this issue is because of a sonicwall with DPI-SSL setup, and below are the steps to fix Resolution See the attached PDF    ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How can I backup my OS and applications?

Overview Our backup product excels at backing up and restoring files. However you need to take a few additional steps to backup your operating system settings and programs. This article describes how to backup Windows XP (Home and Professional) as well as Windows Server 2000, 2003, and 2008. These instructions require version 3.6.1 or later. On Wind...

1 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

Smart Recovery - x360Recover

What is Smart Recovery? x360Recover Smart Recovery is an enhancement to the virtual disk engine that allows the appliance or vault to return an exact copy of the original disk volume present within the source protected system.  x360Recover backups are performed on a per-volume basis.  Because the physical disk structure and non-NTFS partitions are n...

2 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Version NA - x360Recover

If your x360Recover device (appliance, vault, or Global Management Portal / GMP) shows  Version NA  in the bottom left pane, proceed with the following: SSH into the device as root Type: vim /var/pkgMgr/install/ReplibitCore/version.txt  type: itype: 2018.1.1 press ESC twice type :wq! press ENTER cd /var/loginitctl start updatemanager pkgname=Replibi...

0 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

SQL log files not truncating - x360Recover

Problem When running SQL 2005+ inside a guest VM, the Microsoft SQL transaction logs are not being truncated after an x360Recover backup succeeds.  Cause Since x360Recover uses Microsoft Shadow Copy tasks to backup VMs, it will only trigger a database backup, not a database log backup. Transaction logs will only be truncated when x360Recover runs a ...

1 min reading time
Updated July 22nd, 2021 by Tami Sutcliffe

Configure the file and folder locking feature - x360Sync

Overview x360Sync allows users to place locks on files and folders in Team Shares, giving subscribers the ability to set read-only permissions on shared content. This feature prevents other Team Share subscribers from editing and overwriting content while changes are being made. Users can place locks on a whole Team Share, a subfolder in a Team Shar...

3 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to import a protected system into the appliance - x360Recover

When you export a protected system to a USB disk, either by performing a Recover – USB or a Migration over USB  between devices, you can import the protected system into the appliance using the Import button on the Protected Systems page. Attach the USB disk to the appliance. In the lefthand navigation, choose the Protected Systems tab.You will see ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Make exclusions

The Online Backup Manager (OBM) allows you to back up files or folders to the cloud, to a local network location, and/or to a local disk location. The goal of the OBM is to make it simple and painless to back up the files and folders you need to copy. Sometimes, though, it is better to not back up certain files or folders. Examples of items you may ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to copy replication jobs to an initial seed DAS

Axcient provides the user the option of copying the cloud replicaiton jobs to a Direct Attach Storage (DAS) device for the initial seed replication job to the Axcient Cloud. The initial run of a cloud replication job could take substantial time because all data must be copied and speed is limited by the user’s Internet connection. If the initial clo...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to set data use to zero on a deleted account

When deleting an account, you can opt to purge the data before deleting it or you can allow it to automatically purge 14 days after the account is deleted. Allowing the data to auto purge, though, will leave the account showing usage in the portal, even after the data has been deleted. In some rare cases, data not manually purged can still lead to b...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Unable to communicate with address (Windows OS)

Problem: The user sees the following error when trying to add a device in the Unified Management Console (UMC): Unable to communicate with address <Host name or IP address> Cause: This is due to the appliance not being able to communicate with the target device. Solution: In order to resolve this, please try the following procedures: 1. Make s...

0 min reading time
Updated September 7th, 2021 by Tami Sutcliffe

Axcient DirectRestore (ADR) Release Notes v21.2.2

Version      21.2.2 Release Date       June 16, 2021 Overview    ADR 21.2.2 is a hotfix release. The primary focus of this release is to complete support for Microsoft Exchange Server 2019 and add a number of minor enhancements. Summary of Changes Added support of Microsoft Exchange 2019 CU9 Updated help documentation Copyright and versioning inform...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Aug 16 2021 - x360Recover v 10.9.0 - Release Notes

Component      x360Recover BDR   Version:      v.10.9.0   Release Date:      Targeted release starting August 16, 2021  Release overview x360Recover 10.9.0 is a feature release.   The primary focus of this release is to provide a better recovery mechanism for file and folder recovery using FTPS for fast secure file transfers. Summary of new features...

1 min reading time
Updated September 16th, 2021 by Tami Sutcliffe

ISO Terms - Axcient DirectRestore

AXCIENT  VAR AND END USER LICENSE AGREEMENT This Software is COVERED BY U.S. Patent Nos. 7,487,383; 8,001,414; 8,176,358; 8,589,350; 8,639,966; 8,886,611; 8,924,360; 8,954,544; 8,990,613; 9,015,520; 9,104,621; 9,146,769; 9,176,823; 9,213,607; 9,235,474; 9,292,153; 9,397,907; 9,471,442; 9,559,903; 9,705,730; 9,785,647; 9,852,140; 9,998,344; 10,003,64...

17 min reading time
Updated September 14th, 2021 by Tami Sutcliffe

Fusion - Recovery Guide

This Axcient Fusion Recovery Guide explains how to deploy and configure Virtual Office, as well as how to prepare, start, access, and shut down devices.  [ Download the  Axcient Fusion Recovery Guide ]    SUPPORT | 720-204-4500 | 800-352-0248 Contact Axcient Support at https://partner.axcient.com/login or call 800-352-0248 Free certification courses...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Private Cloud Version 2.7.2 Release Notes

Component     x360Sync private cloud installer Version      2.7.2 When Manual installation accessible from March 30 to April 6 2020 Auto update on April 6 2020 Goals Address the security vulnerabilities of Apache Server Deliver the modernized look and feel of the Web Portal Content Application Server 2.7.2.1682 Web Portal  2.7.4.1722 Synced Tool for...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - VC Redistributable UCRT Requirements

VC Redistributable – What is it? Programs and applications are generally made to rely on a shared set of libraries. One of the ways Microsoft supplies these is through a redistributable package. These are released and usually updated through its service life for each release of Visual Studio/Visual C++. What’s different about VS2015? In parallel wit...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Recover a pass phrase

Your pass phrase is the secret key used to encrypt your data and protect it from unauthorized access. If you do not know your pass phrase and you have to install on a new machine, while you can reset your pass phrase, doing so would only affect backups from the moment of reset forward, and would not retroactively reset the pass phrase encrypting bac...

4 min reading time
Updated September 14th, 2021 by Tami Sutcliffe

Error: "Snapshot creation for the volume has failed" in aristos.log - x360Recover

Issue Error: "Snapshot creation for the volume has failed" in aristos.log Background This is an internal Windows error, stating that it cannot complete the shadow copy process.  The error "Snapshot Creation for Volumes Failed" is always based on a protected-system. This error is from the Volume Shadow copy Service (VSS), a Windows service that suppl...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Cloud replication job fails due to insufficient space on the appliance

Problem: The user receives the following replication failure error: Error: Backup failed due to insufficient space on the Axcient appliance Cause: There is not enough available space on the Axcient BRC appliance for data to be replicated. Possible Solutions: The user will need to contact Axcient Support in order to perform one of the following tasks...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files -How can I reduce the amount of data I'm backing up?

Overview This article will help you reduce the amount of data in your backup account. First, review the different types of data (current, historical, deleted) and the tools available for looking at detailed disk usage information here. Based on the steps described in that article, identify if you need to reduce the amount of current data, historical...

3 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How do I find the version of the desktop client? - x360Sync

To prevent possible performance and sync issues, we recommend that end users utilize the latest version of the x360Sync desktop client. By default, the Autoupdate tool, which is installed as part of the x360Sync desktop client installation package, will check and install updates on a regular basis. In some instances, however, desktop clients might n...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files -How can I tell how much disk space I'm using?

Overview You can view your disk usage on the home page of the web portal, on the system status page of the backup manager, in the disk usage inspector tool, and at the end of each backup log file. Types of Data Your online backup account stores three types of data: current data, historical data, and deleted data. Your total disk usage is the sum of ...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to Remove a Single Server or Purge Files from the Axcient Legacy Cloud

Sometimes it is necessary to delete data from your backup set. If you have data you no longer want in the data set, or if you need to delete it before the set retention is reached, or for any other reason, when this is needed, deletion must be done from the Online Backup Manager.  If you use the Online Backup Manager for file and folder backup, you ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - System State Backups for Online Backup Manager

The Online Backup Manager has the ability to take a System State backup on a server OS. The System State backup contains a variety of items from the system, and can include: System Registry COM + Database Certificate Services Active Directory SysVol IIS Metabase Not all of these items will be present on every system, and items will only be included ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Move a file or folder location with the OBM

Moving files and folders When a file or folder is added to protection, the Online Backup Manager (OBM) is programmed to know where that file or folder is, at the time. If that file or folder is later moved to a different location on the source machine, the Online Backup Manager cannot see it any longer and marks it as a deleted. Be aware that anytim...

1 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

x360Recover Preload - Use an Axcient USB drive for seeding

Certain USB drives are actually a "sled" or "drive enclosure" type of USB Drive.  The Axcient-provided USB drive is this type. Depending on the motherboard's USB chip set, Linux will see the drive as a USB, but x360Recover will see it as a real drive in an external enclosure.  x360Recover  is coded to only create a seed on a standard USB drive so th...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Apr 2020 - v 1.23.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.23.0       When       April 2020 Log in here: New Feature Partner Profile We've added a new Partner Profile section to the Account Settings page. This is available to Administrators by navigating to your Organization tab under Account Settings. Fixes   Fixed UI issues when setting up MFA on mobile d...

0 min reading time
Updated November 12th, 2021 by Tami Sutcliffe

[CLASSIC] x360Cloud - Restore or export items from the search tab

IMPORTANT DISCLAIMER: This information is related to a deprecated version of x360Cloud. This information applies to the [Classic] version and may not apply to the current version of  the x360Cloud product. To restore or export one or more items from the search page: Select the desired items. (Select all items at one time by clicking the select all o...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Preload to Local Server destination

Overview These instructions are an addendum for specific cases of Preloads to a Local Server destination.   Please review this general preload article before continuing: Note: These instructions might be used for backup environments or replication environments and you will see some corresponding references.  If there's any confusion, contact support...

1 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Desktop client is not processing file deletions - x360Sync

Overview In some instances, desktop clients installed on local machines might not process file deletions. Example: A user deletes files in the web portal, but complains that these files still reside on his local machine. Cause  This error occurs when end users utilize the following: Windows Preview Pane in Windows Explorer Adobe Reader When the user...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Sep 2020 - Web Portal v 2.28.0 Release Notes - x360Sync

     Component      Web Portal       Version      2.23 - 2.28.0      When      September 2020      Goals Introduce the new Web Previewer Enhance Microsoft 365 integration Improve performance and reliability of the Download Zip New features New Web Preview experience The new and improved Web Preview tool delivers a robust and intuitive set of feature...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Jul 16 2020 - v 2.19.0 - Release Notes x360Cloud

     Version      2.19.0      When      July 16, 2020      Goals      To fix issues reported by users   Improvements  If you are a user who has migrated from the classic UI to x360Cloud, you are now able to see a list of your organization administrative users in the new UI. To do this, navigate to the Settings page and switch to the Users tab. User ...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Missing disk on mount - x360Recover

Issue:  On a protected system, some disks are listed on the details pane but do not show up in file browser when mounted, and are not available via iSCSI export.  Missing disks are also not available when virtualizing the system. Cause: missing <Disk GUID>.meta file for the protected system in /tank/admin/<Server GUID> Resolution:  Recre...

2 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

8. Change OS from server to desktop - ShadowProtect

  [Return  to INDEX:] In Axcient’s Backup Portal, each machine in your ShadowProtect Backup List includes an operating system designation as either “server” or “desktop”.   When a new machine is backed up by ShadowProtect to the Axcient cloud, that machine’s default OS type is “server”. Since your OS type affects both your customer billing (via PSA ...

1 min reading time
Updated July 11th, 2021 by Tami Sutcliffe

Jun 04 2020 - v 2.13.0 - Release Notes x360Cloud

     Version      2.13.0      When USDC: June 4, 2020 AMS:   June 4, 2020      Goals To provide an extra level of security for organization-level logins to the new UI. To fix issues reported by users.    Features  In version 2.13.0,  we've added new multi-factor authentication (MFA) functionality to x360Cloud.  Organization admin users using the new...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Appliance overview - x360Recover

The x360Recover appliance is the core customer-facing component of the x360Recover solution. A x360Recover appliance is deployed at each customer location to hold the backup data received from installed agents, manage replication to off-site vaults, provide the Web interface for the local site, and host the virtual machine environment. After you log...

0 min reading time
Updated August 25th, 2021 by Tami Sutcliffe

Export a protected system disk with the NFS exports tool - x360Recover

In addition to launching a virtual machine from the appliance, you can also export a protected system disk for recovery.  Using the Network File System (NFS) exports tool, you can allow remote systems to connect to the appliance or vault and then mount the export folder using the NFS protocol.  This is a two-step process:  First, in the Protected Sy...

2 min reading time
Updated September 9th, 2021 by Tami Sutcliffe

Veeam - Connect Veeam to Axcient [SECTION #2: Axcient BDR for Veeam Setup Guide]

[Return to Axcient BDR for Veeam Setup Guide ] To use your new Axcient Cloud Repository, you must add Axcient as a service provider on the Veeam backup server. First, verify that you have documented the following information: The user name and password for your customer’s user account created on the Axcient Cloud Repository. The DNS name of the clou...

1 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

What is 'at rest' and 'live' encryption? - x360Sync

Overview While x360Sync itself does not encrypt data on synced desktop clients, we recommend that drive encryption be used on agent machines as an additional layer of protection against lost or stolen devices. When choosing your encryption solution, it’s helpful to understand the two basic types of encryption available for user machines – at rest en...

2 min reading time
Updated June 22nd, 2021 by Tami Sutcliffe

How to change the Licensing Password - x360Recover

1. Log into https://licensing.x360Recover.com 2. Click My Account > Change Password  3. Type the old password and then the new password twice, then click Update. 4. A popup window displays: 5. Close browser window and open a new tab. Then, log into https://licensing.x360Recover.com   with the new password.   SUPPORT  | 720-204-4500 | 800-352-0248...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Configure a static IP address for a virtual appliance

Problem: No IP address is assigned to the Virtual Appliance (vApp).  Cause: There is no DHCP service available on the network. Solution: The user can manually configure the IP address of the vApp if a DHCP service is not available. Take the following steps: Step 1. In the vSphere Client, select the vApp and deploy the Console. In this guide, the vSp...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

CONTINUITY CLOUD - Veeam [Hyper-V #1] Setup

Return to the   Hyper-V Continuity Cloud Guide - Axcient BDR for Veeam  SECTION 1: SETUP THE AXCIENT  CONTINUITY CLOUD   In Section 1, you will configure Veeam Backup & Replication to use your assigned Hyper-V Continuity Cloud server. You will begin by logging in to the Continuity Cloud node with your credentials sent to you from Axcient using a...

1 min reading time
Updated August 11th, 2021 by Tami Sutcliffe

Configure your private vault for FTPS - x360Recover

FTPS requirements for x360Recover vaults FTPS services on your vault are intended to operate in FTP passive mode.  For clients to connect to the service, standard FTP ports 20 and 21 should be port-forwarded to the vault and should be opened to the internet. The PASV port range (for passive mode operation), has been configured to use ports 10000-110...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Quest Rapid Recovery v6.1.3.100 (Formerly Dell Rapid Recovery)

As you may know, Quest recently released a new version of Rapid Recovery, v6.1.3.100. This updated version is owned by Quest (no longer a Dell Product). It is to prepare users for the upcoming Rapid Recovery 7 which is slated to be released this fall. At Axcient, our technical team carefully reviews and tests all new releases of software before cert...

2 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Oct 29 2020 - v 2.34.0 - Release Notes x360Cloud

     Version      2.34.0      When      October 29, 2020      Goals Fix issues reported by users More information included in Audit Logs   Improvements Audit Logs track when organization administrative users are created To further extend the audit features of x360Cloud,  we've added an additional event to be tracked in the Audit Logs: the creation o...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How do I configure more than one account on the same computer?

Overview You may want to setup multiple backup accounts on the same computer. For example, perhaps you want to configure both a Select account and a Basic account on the same machine in order to reduce costs (see KB article here). Or you might want to setup separate accounts for data backup and email archiving. Or you might need to configure a certa...

1 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to Perform Multi-Server DR Testing with x360Recover and VMware - x360Recover

Purpose  Procedure to boot up multiple servers from x360Recover backup in a private network in order to perform full-up Disaster Recovery testing on server operation and functionality Overview Leveraging x360Recover iSCSI mountable recovery points and VMware server, create virtual server instances in a private network that can be simultaneously boot...

1 min reading time
Updated December 1st, 2021 by Tami Sutcliffe

Integrate Autotask with Backup for Files

Autotask is an all-in-one web-based Professional Services Automation (PSA) software designed to help run your business more efficiently and profitably.  Configuring Axcient with the Autotask API allows you to speed up billing by linking your Axcient customers to their accounts in Autotask. You can also push and monitor severity-based backup notifica...

7 min reading time
Updated November 24th, 2021 by Tami Sutcliffe

New Axcient knowledgebase articles

Added week of November 22 2021  Cloud AutoVerify - D2C - x360Recover Local cache verification for D2C- x360Recover Azure VMs: Virtualize with Direct-to-Cloud Manager (RMC) v 4.13 - Release Notes Agent 2.31 - Release Notes x360Recover v 10.11.0 - Release Notes Added week of November 15 2021   Virtualize with local cache - Direct-to-Cloud Manage a dom...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Cloud- Plan for remote work with x360Cloud

Like many organizations, Axcient has temporarily closed its Denver office to help reduce the spread of the COVID-19 virus. While we work remotely, we rely on x360Cloud to back up and restore critical work data, including Exchange Online, OneDrive, SharePoint, Teams, and all files, folders, and document libraries. With x360Cloud, our team can work re...

1 min reading time
Updated September 24th, 2021 by Tami Sutcliffe

How long will the initial backup take? - x360Recover

Overview  How long the initial backup/upload will take depends on several factors, including: Amount of data to backup Number of files to backup Upload bandwidth (speed) of the client Internet connection Latency (delay) of the client Internet connection This article will help you estimate how long the initial backup will take based on these factors....

3 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Legacy ShadowProtect Documentation

The following ShadowProtect documents were current up to the April 2016 launch of ImageManager 7.0: Create a Preload (Seed) Dataset for ShadowProtect (2015 Legacy method) Uninstall the Perpetual Edition of ShadowProtect and Install the MSP Edition How to Restore a Lost or Deleted Backup Job (Non-SPX) Perform a System Recovery using DVD or USB Recove...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Image Backup Scan Modes Explained

Image backup scan modes There are three image backup scan modes available:  Full scan (legacy) mode is based on a single VSS snapshot. This mode compares the current snapshot with data stored on the Axcient appliance. Legacy backup can take time because (a) a large quantity of data is being transferred via the network and (b) files are being compare...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Sept 03 2020 - v 2.26.0 - Release Notes x360Cloud

     Version      2.26.0      When      September 3, 2020      Goals Increase visibility of entities protected within an organization Fix issues reported by users   Improvements New “Selected for Protection” section on the organization Dashboard page  Users are now able to see the number of user accounts, SharePoint sites, and Google Workspace share...

1 min reading time
Updated August 24th, 2021 by Tami Sutcliffe

Deploy a silent agent for D2C - x360Recover

Component      Agent for x360Recover Direct-to-Cloud (D2C)  Release Date:      February 2021 The Direct-to-Cloud agent can now be silently deployed through RMM or other tools.     The latest agent installer has been packaged as a standard Windows Installer .MSI package.  Download the installer file  You can download the Direct-to-Cloud installer pac...

1 min reading time
Updated September 17th, 2021 by Tami Sutcliffe

Backup for Files - Deprovision Procedure

Overview  The deprovisioning of a Backup for Files account requires completion of three tasks: Data deletion  Portal account removal  Removal of the Online Backup Manager (OBM) software  Task 1: Delete Data  Data is automatically purged 14 days after account deletion.  Data can be purged sooner if preferred, using a manual approach. (For instruction...

2 min reading time
Updated October 28th, 2021 by Tami Sutcliffe

Jan 29 2021 - Virtual Office v 2.3.0 - Release Notes

 Version:     Virtual Office  v.2.3.0  Release Date:      January 29 2021   Release Overview  Axcient x360Recover Virtual Office 2.3.0 is a feature release.  This release provides support for handling systems with 4K disks, provides performance enhancements by using Virtio storage controllers, and offers several bug fixes to improve the user experie...

0 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to request a copy of your hosted data on a USB drive - x360Recover

1. Before you request shipment of a copy of your hosted data on a USB drive, please  review the following information: Data archive charges The service fee is $150 for the first data set from a backup account, target core, or cloud node.  An additional $50 service fee is required for each additional data set thereafter. Note: Please remember that th...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Unable to Back Up Microsoft 365 User Emails - x360Cloud

Issue Unable to back up Microsoft 365 user emails.  Solution Your administrative user needs to implement the User Impersonation in Microsoft's Exchange Online.  How to configure Exchange Online Impersonation: 1. Log in as administrator at https://portal.microsoftonline.com/ 2. Go to the ‘Exchange” Admin section. 3. In ‘Exchange admin center’ go to P...

0 min reading time
Updated June 23rd, 2021 by Tami Sutcliffe

Cancel a running x360Recover job

1. On the protected system, stop the agent service. 2. Delete the old VSS shadow copies. 3. Open the command prompt and type diskshadow  4. Delete shadows all   For Desktop systems: Type  dir   to display files and run efsvss-20**-r2-x86.exe   5. Start the x360Recover agent service. The appliance will check in with the agent and fail the job usually...

0 min reading time
Updated September 14th, 2021 by Tami Sutcliffe

Manage vault replication targets in the appliance - x360Recover

View or change replication configuration 1. Click on Protected  Systems on the left hand navigation. You will see a list of the systems currently being backed up and protected by the appliance. 2. Click the required System Name to see details. 3. In the Protected Systems Details page, click the Replication button. The Replication Settings page displ...

1 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Mar 10 2020 - v 1.22.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.22.0       When       March 10 2020 Log in here: New Feature  SMS MFA authentication We’ve added a new MFA authentication method: SMS. Users are now able to configure their mobile phone number to receive their temporary MFA code for login. The new option can be found in the MFA Setup Wizard under My...

0 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

Jan 19 2021 - Virtual Office v 2.2.0 - Release Notes

 Version:     Virtual Office  v.2.2.0  Release Date:      January 19 2021   Release Overview Axcient is proud to announce the initial support for Axcient Virtual Office to all x360Recover Partners. With this release, self-managed Cloud Virtual Office deployments may now be created and managed within the RMC for all x360Recover protected systems stor...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to create a system EFI disk partition in a BMR

The system EFI partition is used by the GPT disk to map the disk partitions.  To create the system EFI partition during a BMR recovery, do the following: In the BMR Utility, select the Utils/Tools option.  Next, select the DOS Window option. In the DOS Window,  select the target disk, which will be the primary boot disk. The user will need to clean ...

1 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

Best Practices for Backup and Recovery of a Failover Cluster - x360Recover

     [Return to  Failover Clusters and Cluster Shared Volume (CSV) Support in x360Recover ]     To ensure the best experience when recovering data from failover cluster servers, the following optional configuration steps are recommended for your failover cluster nodes. Best Practice #1:  Assign Drive Letters to Shared Volumes Best Practice #2: Captu...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files – Error ‘0x30000: The system cannot find the file specified.’ occurrs during backup

Description: You may see errors similar to this:     Cause: This issue is caused by another program on this machine using Windows VSS at the same time that the Online Backup Manager (OBM) is running. When VSS is enabled (either Auto or Advanced), the Online Backup Manager uses it to create a ShadowCopy of the data you want to backup. This ShadowCopy...

2 min reading time
Updated August 24th, 2021 by Tami Sutcliffe

Files and extensions excluded from the sync process - x360Sync

Overview As an administrator, you can restrict file types from being synchronized to the server using policy settings. Excluded extensions are allowed to be placed within the desktop client's Synced Folder; however, they will not be synced, and they will not appear in the web portal or in mobile apps. If an excluded extension is uploaded through the...

6 min reading time
Updated July 30th, 2021 by Tami Sutcliffe

System requirements for data backup - Backup for Files

Hardware Requirements for Backup for Files The software is not resource-intensive and is able to effectively run on both legacy and modern hardware. The minimum requirements are: x86 or x64 compatible CPU (Intel, AMD, etc.) 256 Mhz processor 128 MB RAM 30 MB disk space + 10 MB disk space for every 1 GB that you backup Internet connection The recomme...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - “Cannot open the disk” VMware error message during vApp boot

Problem: The user sees the following “Cannot open the disk” VMware error message when attempting to power on the Axcient Virtual Appliance and the vApp cannot be powered up. While this kind of error may display in different ways, here is an example of such an error: Cause: The vApp fails to power on due to the VMFS heap size being too low. Solution:...

0 min reading time
Updated July 1st, 2021 by Tami Sutcliffe

Make the most of multitenancy - x360Sync

In the administrative web portal, you can use the  Organization  navigation menu to create and manage organizations and suborganizations. x360Sync's unique multitenant environment allows you to manage all of these organizations in one central location.  All of your organizations and suborganizations will be organized in a hierarchy within the  Organ...

2 min reading time
Updated November 18th, 2021 by Tami Sutcliffe

[INDEX] x360Cloud

    How to navigate your Reseller Portal How to configure Multi-Factor Authentication (MFA) How to protect Microsoft Teams Organizations: What can organization-level administrators do in x360Cloud? How to manage organizations in the Reseller Portal How to create new organization-level user accounts How to create an organization: Microsoft 365 How to...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

What To Do When an Organization Limit is Reached - x360Sync

Symptom In some instances, when attempting to create a new organization, you might receive an error message indicating that the organization limit has been reached. Cause If an organization limit has been reached, you will no longer be able to create new organizations. The system will still allow the sync process, logins, root creation, and so forth...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Error: Backup failed with error code 130, 120, 0

Problem: The replication job fails with the following errors or some variant of these errors: Backup for "Backup Job" on DeviceFailed --- Error - Error: Backup failed Error: Backup failed with error code 130 Backup of share C failed. Errors occurred during backup. Errors occurred during task execution. Backup for "Backup Job" on Device Failed --- Er...

0 min reading time
Updated October 28th, 2021 by Tami Sutcliffe

How to manage the storage pool - x360Recover

Overview You can use the Manage Storage menu on the appliance interface to manage the status and configuration of the storage pool. You can view all disk volumes present within the system and review storage status information, along with performing diagnostic and repair tasks.  Use the appliance Manage Storage menu to:  Identify and replace failed d...

3 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Feb 2021 - Thick Client v 3.0 Release Notes - x360Sync

Component      x360Sync Synced Tool for Desktop Version      3.0 When      February 2021 Goals Ensure compliance with new rules for macOS applications Improve the user experience in handling the sync status report Improve syncing performance Enable users to resolve all collisions with a single action Improve overall resilience Improvements Complianc...

2 min reading time
Updated October 20th, 2021 by Tami Sutcliffe

Virtual Office use & billing - x360Recover

What is x360Recover Virtual Office? x360Recover Virtual Office is your self-service portal for recovery and virtualization of end points (protected systems) in the Cloud, whenever your on-premises backup is unavailable.   Details on using Virtual Office are here Virtual Office billing Who is entitled to Virtual Office use?   All x360Recover partners...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Backup fails due to database disk image is malformed error

Problem The backup fails with an error message similar to the following: ERROR: 0x30000: Failed to insert folder cache entry: database disk image is malformed The error can also have a log entry similar to the following: ERROR: 0x30000: Failed to insert folder cache entry: columns Dir, Filename are not unique Cause Our software uses the embedded sql...

1 min reading time
Updated September 8th, 2021 by Tami Sutcliffe

Backup for Files Portal v 2.39.2 Release Notes

  Version:     Backup for Files Portal v 2.39.2  Release Date:     July 29 2021  Overview  Backup For Files (BFF) Portal 2.39.2 is a hotfix release. The primary focus of this release is to improve ConnectWise ticketing integration and fix known errors. Summary of changes  Ticket title length sent from BFF is limited to 100 symbols (ConnectWise restr...

0 min reading time
Updated September 23rd, 2021 by Tami Sutcliffe

x360Recover Analysis Tool (RAT) - x360Recover

The x360Recover Analysis Tool helps determine Windows VSS readiness.   If you need to submit a RAT to Support: When you open a support ticket for a backup issue, you may be asked to run the x360Recover Analysis Tool (RAT). The RAT collects the x360Recover Backup Agent configuration and logs. The RAT also grabs information about Windows (including ev...

1 min reading time
Updated July 30th, 2021 by Tami Sutcliffe

Axcient third party BDR platforms

Disaster recovery companies like Veeam, StorageCraft, and Quest require a cloud vault for business continuity and disaster recovery (BCDR).  The Axcient Cloud provides a highly-scalable hosted environment, with replication for any environment, and cloud-based disaster recovery for your Microsoft Hyper-V environments....

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Synced Tool for iOS Version 4.11 Release Notes

Component      Synced Tool for iOS  Version      4.11 When      April 29, 2020 Goal Improve stability of iOS application  Address technical debt    Fixes File modified date time  Fixed scenarios that caused the file modified date and time to disappear. Crash fixes  Fixed various issues that could result in the application crashing in some cases when...

0 min reading time
Updated August 20th, 2021 by Tami Sutcliffe

Read a ShadowProtect chain

Overview A ShadowProtect continuous incremental chain has many pieces and parts, not all of which are needed at any given time. Understanding the chain, and how the pieces and parts are used, is an integral part of managing your ShadowProtect backups. ShadowProtect is a chain-based backup. This means that each backup relies on the backup before it t...

4 min reading time
Updated September 20th, 2021 by Tami Sutcliffe

Manage core settings with agent orchestration - x360Recover D2C

You can manage core agent settings from within the appliance UI, beginning with Release 10.10.0 and agent version 2.30. We've enhanced and expanded the dynamic agent throttling controls we previously implemented in release 10.8.0 as part of Backup Policies. Warning: Applying changes to the agent configuration while a backup is in progress may cause ...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - AVM unable to locate device on the host

Problem: The user receives an error in the Web Application Events log similar to the following:   A critical system operation failed: "OSError: [Errno 2] No such file or directory: '/var/vixd_fuse/mount/<b>new</b>'" Check logs. Cause: VMware vCenter Server and ESX/ESXi Server do not support VMs with one or more special characters in the ...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

How to uninstall a Windows desktop client - x360Sync

Symptom You attempt to uninstall the desktop client on a Windows machine using the Windows Programs and Features utility, or the Uninstall Synced Tool application found in the installation directory (for example, C:\Program Files (x86)\Synced Tool).  The uninstall process fails using both of these methods. Resolution  Step 1: Remove Services and DLL...

1 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Mar 2021 - v 1.54.0 through 1.58.0 - Release Notes x360Portal

    Component      x360Portal      Versions      1.54.0 through 1.58.0       When      March 2021 Log in here: Enhancements  Spotlight redesign for compatibility Updated unsupported browser page to match other error pages Updates for user account handling Updates for string handling Bug fixes Fix for invite emails not always sending Fix for sometime...

0 min reading time
Updated September 9th, 2021 by Tami Sutcliffe

Recovery Toolkit and Guide - x360Recover

Recovery Toolkit  Download the x360Recover Recovery Toolkit here: The x360Recover Recovery Toolkit is a Linux Live CD containing a wealth of tools and utilities for performing system recovery, diagnostics, troubleshooting, and general digital forensics.  The x360Recover Recovery Toolkit supports both legacy MBR and modern UEFI system architecture. T...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

How to migrate a cloud-enabled file server - x360Sync

Overview File Server Enablement (FSE) allows you to cloud-enable any folder on a machine and map it to a Team Share or a user account. You can also specify a UNC path as a source for File Server Enablement. For instructions on configuring FSE, please reference Set up File Server Enablement. Migrate a File Server In some instances, you might need to ...

1 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

May 19 2021 - v 2.61.0 - Release Notes x360Cloud

     Version      2.61.0      When      May 19, 2021      Goals      Fix issues reported by users    Fixes Fixes for customer escalations and markup issues. Fix for SharePoint files not restored when “Filter by user” is applied in Smart Search and all matching results are selected for restoration. Fix for archive mailbox synchronization issue.  Know...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Use the agent

The agent is software installed on a protected system which performs a backup and sends the backup to the local appliance.  The agent software must be installed on each system that needs to be protected. Backups of protected systems are image-based. Supported platforms include most Windows workstations and servers. You can install and uninstall agen...

0 min reading time
Updated July 31st, 2021 by Tami Sutcliffe

Multi-Factor Authentication (MFA) FAQs - x360Portal

NOTE:  MFA is required in the x360Portal as of 10.31.20  Although using multi-factor authentication (MFA) was previously optional in the x360Portal, we believe that MFA is critical to ensure the security of your client data, given the increasing number of threats within the technology space.  After October 31st 2020, MFA login to the x360Portal is m...

2 min reading time
Updated July 12th, 2021 by Tami Sutcliffe

Feb 03 2020 - v 2.5.1 - Release Notes x360Cloud

Release Date:  February 3, 2020 Audience:  x360Cloud Partners/Administrators  This version includes bug fixes.    Updates If you would like to learn more, we invite you to sign up for  one-on-one training. Please contact your Partner Success Manager or Support if you have any questions. For a complete list of status updates and scheduled maintenance...

0 min reading time
Updated May 20th, 2021 by Tami Sutcliffe

Use the same authentication source for multiple organizations - x360Sync

Scenario  Active Directory, or any LDAP authentication source, can act as a source for user accounts within an organization. In most instances, administrators configure separate authentication sources for each individual organization and suborganization.  In some instances, you might need to utilize one authentication source for multiple organizatio...

1 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

Software downloads

Below are the software installation files needed to set up new x360Recover BDRs and begin to recover data.   x360Recover (Replibit) installation ISO x360Recover (Replibit) runs on a custom Ubuntu 64-bit Linux operating system. The installation ISO will deploy the basic operating system along with all x360Recover (Replibit) application components. x3...

2 min reading time
Updated October 14th, 2021 by Tami Sutcliffe

Edit, clone or delete a Virtual Office Runbook - x360Recover

      x360Recover Runbooks: How to create a new Runbook How to start a Runbook How to edit, clone, or delete a Runbook How to edit a Runbook  You can edit a Runbook whenever needed, including when the Runbook is inactive and when it is running. While a Runbook is inactive, all aspects of the Runbook and Virtual Office can be edited; however, not all...

1 min reading time
Updated October 12th, 2021 by Tami Sutcliffe

Do not use hardware RAID with ZFS pool - x360Recover

ZFS is actually not just a filesystem; it's a suite of tools and a volume manager with RAID capabilities. Instead of mixing ZFS RAID with hardware RAID, it is recommended that you place your hardware RAID controller in JBOD mode and let ZFS handle the RAID. ZFS cannot use its native capabilities to protect the data when using a hardware RAID control...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Start a Virtual Office Runbook - x360Recover

      x360Recover Runbooks: How to create a new Runbook How to start a Runbook How to edit, clone, or delete a Runbook You can start a Runbook in one of the following ways:   On the Site or Service page, click the Recover button and then select a Runbook. On the Runbook page, select a Runbook and then click the Run Runbook button. A Runbook cannot b...

1 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

May 2021 - v 1.60.0 through 1.61.0 - Release Notes x360Portal

    Component      x360Portal      Versions      1.60.0 through 1.61.0       When      May 2021 Log in here: Enhancements  Updates to SSO Updates to account creation flows UI update to Training Page: Icon button ("List view/Grid view") moved below breadcrumbs and labeled for clarity and visibility  UI update to Users Page: Icon button ("Create new")...

0 min reading time
Updated October 7th, 2021 by Tami Sutcliffe

FTPS for file and folder recovery - x360Recover

Improve the bulk data recovery experience  One of the major pain points reported with x360Recover backups is the relative inefficiency of recovering data using the classic File Browser mechanism.  File Browser was originally built to download a few document files, or a couple of virtual disk images. More efficient iSCSI connections were meant to be ...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Virtual Firewall: Managing

Once the Virtual Firewall VM is running, use the desktop icon to access the management interface.   For detailed help with this, please see the article  Continuity Cloud Virtual Firewall Guide. Once the virtual LAN network settings and firewall policies are configured,  resume the next step in restoring your backup chain to an Continuity Cloud node....

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Assign the role of Accountant to a user - x360Portal

You can now assign an Accountant permissions role to employees who manage your x360Portal billing tools.  A user assigned to the Accountant permissions role has the same access as a Basic user, with the addition of having the ability to manage billing.  How to change a existing user's permission role 1. To change an existing user's role, go to the U...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Veeam - How to resolve "Cloud repository unavailable"

When a VCCS (Veeam Cloud Connect Service) for any reason becomes unreachable to the appliance for a period of time, the appliance will no longer be able to perform the copy jobs and throw the following error: 'Cloud repository is unavailable due to service provider restrictions'. Even after the VCCS has become reachable again, the appliance might st...

0 min reading time
Updated November 25th, 2021 by Tami Sutcliffe

Components of D2C

Direct-to-Cloud provides a variety of tools and methods to work with your data: x360Recover Manager Your   single-pane-of-glas s platform to simplify and consolidate all of your Axcient  BDR deployments D2C agent Software installed on each protected system to perform backups and send data to the vault. Vaults for D2C Vaults receive incoming protecte...

0 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

Integrate ConnectWise with x360Sync

Overview  ConnectWise is a Professional Services Automation (PSA) platform for companies that sell, service, and support technology. If you use ConnectWise as your PSA platform, you can optionally integrate this platform with x360Sync in the following ways:   Track alerts that originate in x360Sync  Systematize your billing process related to number...

4 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

Recovery Center - x360Recover

Component        Recovery Center for x360Recover Direct-to-Cloud (D2C) When      September 2021  What is Recovery Center? Recovery Center is a companion recovery platform for Direct-to-Cloud (D2C) protected systems.  Recovery Center is a stand-alone application that allows you to recover data directly from the Axcient Cloud or Private Cloud, with or...

10 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Error 0x20010 when backing up .QBW.ND or .QBW.DSN Files - Backup for Files

Symptoms The local backup fails with messages like: INFO: Uploading file: C:\Users\Finance\Company.QBW.NDERROR: 0x20010: An incremental backup cannot be performed because the server does not have the necessary information. Note: Some systems might have similar problems and need similar steps for .QBW.DSN files. Causes This error is caused when the Q...

1 min reading time
Updated September 29th, 2021 by Tami Sutcliffe

Firewall ports (inbound) - x360Recover

General Information  This article describes inbound firewall ports and public NAT mappings required by x360Recover. No inbound ports from the internet need to be opened at a customer location for appliances.   Appliances connect to the Cloud and establish secure tunnel services for remote access via Management Portal (Legacy) or x360Recover Manager....

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Remote Management Console (RMC) - x360Recover

Take a tour of the RMC As an x360Recover partner, you have access to the Remote Management Console (RMC), a single-pane-of-glass platform for all your x360Recover tools. Walk through the various features of the  Remote Management Console (RMC) . Key features of the Remote Management Console (RMC) include: Single-pane-of-glass BDR Monitoring : You ca...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Resolve a MSATA drive issue - x360Recover

Do the following to resolve a MSATA drive issue: 1. Download the following x360Recover ISO: 2. Only have the MSATA installed in the machine 3. Install 4. Shut down, install 2nd drive, and change boot order Note If this is a Gigabyte Motherboard you may need a BIOS update to change the SATA channel for the MSATA drive to 1.      SUPPORT  | 720-204-45...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

AirGap - x360Recover

Near-instant recovery from ransomware attacks [~from the Axcient blog:] What is Axcient AirGap?  Axcient AirGap saves and protects a snapshot of your data so it can be restored in the event of a malicious or accidental deletion. It’s your last line of defense when there’s a cyber-attack on your backup files.  How does Axcient AirGap work? The chain-...

1 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

Feb 04 2021 - v 2.46.0 - Release Notes x360Cloud

​​​​      Version      2.46.0      When      February 4, 2021      Goals Improve backup issue reporting Fix issues reported by users    New features   New “Organizations require your attention” section We upgraded the way x360Cloud reports troubled backups in the new Organizations require your attention section. The section now represents only organ...

1 min reading time
Updated December 3rd, 2021 by Tami Sutcliffe

Virtual machine recovery with Azure - x360Recover

x360Recover now supports instant virtual disk exports in Microsoft Azure VHD format.   The feature allows relatively easy virtual machine recovery -  directly into Azure from your x360Recover backup data.  Essentially, all you do is export the virtual disk(s) from backup, upload them to Azure, and create a new virtual machine. STEP 1. Export your pr...

4 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

Migrate from BRC with a temporary appliance and cloud retention - x360Recover

Overview There are several different approaches available for hardware migration from BRC to x360Recover.  This document provides a step-by-step guide for migrating from Axcient BRC to x360Recover using (a)  your existing BRC hardware appliance  and  (b) another temporary appliance  . This migration method helps prevent interruption of local backup ...

10 min reading time
Updated September 9th, 2021 by Tami Sutcliffe

Veeam - Axcient BDR for Veeam Setup Guide

Thank you for choosing Axcient Cloud for Veeam.  Using Axcient Cloud for Veeam, you can replicate Veeam data to the Axcient enterprise storage cloud, effortlessly scaling from terabytes to petabytes. In addition to providing turn-key Veeam replication, you also have access to the Axcient Continuity Cloud that provides fast off-site virtualization of...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Virtual Appliance fails to boot successfully and the console displays too few disks

Problem: The Axcient Virtual Appliance fails to boot successfully. The console displays something similar to this: Cause: This can be caused by the IOPS on the datastore being too low for the vApp. This frequently happens when the vApp is moved to a datastore with lower IOPS. Two examples where this may happen: The vApp is moved to a new host with i...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Sept 24 2020 - v 2.29.0 - Release Notes x360Cloud

     Version      2.29.0      When      September 24, 2020      Goals Display more backup status and troubleshooting details on the Reports page Fix issues reported by users   Improvements  Backup status of Unavailable (ignorable) In order to increase backup health visibility, we've introduced the backup status category of Unavailable for accounts a...

1 min reading time
Updated October 19th, 2021 by Tami Sutcliffe

[DEPRECATED] x360Cloud - How to grant new permissions required in v.2.6.0

Classic x360Cloud 2.6.0 now delivers a reliable new version of Microsoft 365 connectors, using OAuth tokens (instead of Global Admin credentials) for authorization in Microsoft 365. Previously, basic authorization via global admin credentials required you to continuously update those credentials. Outdated credentials were, by far, the most frequent ...

1 min reading time
Updated October 5th, 2021 by Tami Sutcliffe

Apr 2021 - Agent 2.28 - Release Notes X360Recover BDR

 x360Recover Agent Release Information  Agent Version:      v.2.28  Release Date(s):      Targeted release for April 2021 Release overview  x360Recover Agent 2.28 is a feature release. The primary focus of this release is to provide support for Direct-to-Cloud local cache and to enable data compression by default in Direct-to-Cloud mode. Summary of ...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - 0x30000 error failed to insert folder cache entry: database is locked

Symptoms  In the remote of local backup log, you see error messages similar to: ERROR: 0x30000: Failed to insert folder cache entry: database is locked [5] [5 (0x5)] {eFS:Cliesqlite:452} Known Causes and Resolutions  The software uses an embedded sqlite database to assist in keeping track of which files have changed since the last backup. The sqlite...

0 min reading time
Updated November 18th, 2021 by Tami Sutcliffe

[INDEX] - Veeam

Axcient BDR for Veeam    GUIDES Veeam - Hyper-V Continuity Cloud Guide [Axcient BDR for Veeam ]   Veeam - VMware Continuity Cloud Guide [Axcient BDR for Veeam ] Axcient BDR for Veeam Setup Guide Live Product Webinar Signup page Setup Veeam with Axcient [SECTION #1: Axcient BDR for Veeam Setup Guide] Connect Veeam to Axcient [SECTION #2: Axcient BDR ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Partner Center: LEARNING CENTER

 NOTE: From 2015 through 2018, many useful links were stored in the legacy "Learning Center". In 2019, all of this content was archived and migrated to an internal data set. Please contact Tami Sutcliffe with any questions about accessing this archive.    Original legacy site:    Internal site with mirrored links:  https://backup.securewebportal.net...

0 min reading time
Updated November 25th, 2021 by Tami Sutcliffe

Local cache for manual virtualization- D2C

With x360Recover Direct-to-Cloud (D2C) and local cache, you can directly create a virtual machine on Hyper-V for near-instant recovery of your protected systems. STEP 1. Install Recovery Center  Start by installing Recovery Center on a suitable Hyper-V host . (For example, you can choose a physical Windows server at your client site, or even a Windo...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Failover VM shuts down if the user pauses the VM

Problem: The Failover VM shuts down when the user pauses the Failover VM. Cause: After the VM starts, it is possible to bring the original device online. This could lead to several problems. One can occur if the user issues a subsequent pause command to the VM. Instead of pausing the VM, it might shut down the original server (The VM pause command i...

0 min reading time
Updated September 8th, 2021 by Tami Sutcliffe

Veeam - Setup Veeam with Axcient [SECTION #1: Axcient BDR for Veeam Setup Guide]

[Return to Axcient BDR for Veeam Setup Guide ] In this section, you will configure the Axcient Cloud as a replication target for a Veeam source machine by creating a user account for each client on the Veeam target server and adding the Veeam target server as a service provider on the source Veeam server. 1. To access the console of your Veeam targe...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Jan 28 2020 - v 1.20.0 - Release Notes x360Portal

Release Information      Version:               1.20.0      Release Date:     January 28, 2020                Log in here: Fixes  Resolved an issue with attempting to sign in directly to x360Cloud.axcient.com while MFA is enabled.  Backend upgrades and bug fixes are completed.  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ CUSTOMER SUPPORT | 720-204-4500 ...

0 min reading time
Updated August 9th, 2021 by Tami Sutcliffe

Replication throttling between an appliance and a vault - x360Recover

This article explains how to manage throttling the replication traffic between an appliance and a vault.  For instructions on throttling agent direct to cloud Vault traffic, see How to set agent throttling options   Replication from your on-site appliance to the cloud vault should be throttled to prevent upload traffic from choking your customer’s I...

1 min reading time
Updated November 16th, 2021 by Tami Sutcliffe

[Legacy] Integrate Autotask with ShadowProtect

Why integrate Autotask with Axcient's BDR for ShadowProtect?  Autotask is all-in-one web-based Professional Services Automation (PSA) software designed to help you run your business more efficiently and profitably.  Configuring Axcient with the Autotask API allows you to speed up billing by linking your Axcient customers to their accounts in Autotas...

8 min reading time
Updated July 30th, 2021 by Tami Sutcliffe

How-To videos - Backup for Files

This series of instructional videos includes Overview of the Online Backup Manager (OBM) (23 minutes) Overview of the Axcient Web Portal (48 minutes) Installing and Configuring Online Backup Manager (OBM) (42 minutes) Using the OBM Account Center (58 minutes) Using the OBM Account List (66 minutes) Using the OBM Account Wizard to Create an Account (...

0 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Aug 19 2020 - v 1.32.0 - Release Notes x360Portal

    Component      x360 Portal      Version      1.32.0       When       August 19, 2020 Log in here: Improvements Requests for additional recovery codes are now limited to once every hour You can now resend MFA codes when using SMS Reworked and improved the user experience with Edits and Updates to Cases Updated the x360Recover product card Fixes  ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - What is the BRC Unbundled Offsite (UBO) feature?

Axcient BRC Cloud replication backup jobs are sometimes referred to as “offsites”. As the name Unbundled Offsite implies, once this feature is enabled, your offsite jobs won't be bundled up together. As soon as each backup job completes, the corresponding cloud replication threads start running.  Why should I use the BRC UBO feature? Being “unbundle...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Working with the x360Sync API - x360Sync

Overview of the x360Sync API v1 and v2  The x360Sync API v1 and v2 gives you the ability to harness x360Sync directly. The API allows you to securely read and write files, create/edit/delete accounts and organizations, update and view activity, access and create roots, and retrieve machine information. All of the functionality of x360Sync is at your...

11 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to recover data from the Axcient Cloud using the Web Application

The Axcient protection solution allows the user to immediately remove data from the Axcient Cloud should the need arise. Data can be recovered from the Axcient Cloud as long as data has been successfully replicated to the Cloud. In order to recover data from the Axcient Cloud, do the following: 1. Log into the Axcient Web Application and click on ei...

0 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Nov 23 2020 - v 2.37.2 - Release Notes x360Cloud

     Version      2.37.2      When      November 23, 2020      Goals Fix issues reported by users Fix email restoration flow   Fixes  Fixes for customer escalations and markup issues.  Fix for restores that include Exchange emails resulting in partial completion. Known issues Descriptions for some issues are not shown in the container-level download...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Cannot Access Running VM

Problem: The user is unable to access a running Failover VM. Cause: The network information configured for the Failover VM or virtualized device has been entered incorrectly. Solution: The user can access a running VM through either a Windows remote desktop (RPC) or a Virtual Network Computing (VNC) viewer. Note: If the user cannot access the VM thr...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Rack Generation 2 memory expansion - x360Recover

The Axcient x360Recover Rack Generation 2 BDR server ships with a SuperMicro X11 DPi-NT multi-socket server motherboard.  Modern motherboards that support multiple CPU sockets have complex and non-trivial requirements for installing RAM modules.  Depending on how many CPU cores and memory modules are installed, completely different arrangements of m...

1 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Appliance error: Illegal seek after downgrade of agent 2.23 - x360Recover

If the agent is downgraded from version 2.23 (or newer) to a previous version (2.22 or older), backups may fail with an error message Appliance Error: Illegal Seek . This failure is due to an updated setting in aristos.cfg that is incompatible with previous versions of the agent.  To resolve this error, edit aristos.cfg and remove the line ‘UEFI_TRA...

0 min reading time
Updated May 18th, 2021 by Tami Sutcliffe

Change the location of the desktop client Synced Folder - x360Sync

Overview  If you want to move the desktop client's Synced Folder to a new location on a local machine, you will need to unregister and then reregister the desktop client to the appropriate user account. Best Practice: When selecting a Synced Folder location, do not select an external drive. Desktop clients install on an external drive can unregister...

1 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Backups on the vault are grayed out and cannot be selected - x360Recover BDR

Problem: Backups on the vault are grayed out and I cannot select them The vault is is a multi-tenant solution.  When logged on as "admin", you can configure the vault and see servers and backups however you cannot access the data. This is by design. Solution: Logon to the vault with the customer credentials.  All backups for that customer will becom...

0 min reading time
Updated July 13th, 2021 by Tami Sutcliffe

How to manage used snapshots - x360Recover

Expanding the Used Snapshots section on the Protected Systems Details page will display all recovery points that are currently in use (for example, mounted or running as a VM) and provide the appropriate option to close, if possible (for example, Dismount or Stop iSCSI, and so forth). Snapshots in use (by running VM’s, mounted, being exported, or cu...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Best Practices for Exclusions in Web Application

Creating data exclusions is not required, but it can help increase replication job times by limiting the replication only to critical and relevant data.  Additionally, this will help free up space for only the replicated data that will need to be recovered in the event of emergency. To exclude files from a replication job, navigate to the Device Det...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.11.0 Release Notes

     Component     x360Sync Web Portal      Version      2.11.0      When      April 28, 2020      Goals Extend the modernized look and feel to the most used pages of the Administrator interface Align the Web Portal's user experience with the x360 Portal   Background This release is another step towards modernization of the Web Portal look and feel ...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

How to collect desktop client dump files - x360Sync

To collect desktop client dump files: In Windows Explorer, navigate to C:\Windows\Temp.  Collect the Agent.dmp file. To collect desktop client service dump files: In Windows Explorer, navigate to C:\Windows\SysWOW64. Double click to launch taskmgr. In the Process tab, right-click agent_service.exe *32 and select Create Dump File. You will find the a...

0 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

Virtual Machine created from disk export fails to boot with a BSOD error - x360Recover

Issue: Export VM - First Boot is a Blue Screen Symptom: After exporting a backup of a physical machine to a VM format (vmdk, vdi, vhd or raw) and configuring your new Virtual Machine, you get a Blue Sceen on boot. Cause: This occurs because the proper hard drive type is not selected for the exported hard drive format.  x360Recover uses a generic IDE...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.30 Release Notes

     Component      Web Portal       Version      2.30      When      October 2020  New feature You choose which organizations participate in the  Thin Client BETA   In this release, we've included the ability for a partner-level administrator to enable the Thin Client BETA for any organization. This allows you to decide which customers will be prov...

2 min reading time
Updated April 18th, 2021 by Tami Sutcliffe

Apr 01 2021 - v 2.54.0 - Release Notes x360Cloud

     Version      2.54.0      When      April 1, 2021      Goals Improve the user experience for mobile/tablet device users Fix issues reported by users Improvements Improved responsiveness to user device resolution To improve the experience for mobile and tablet users, we've enhanced the x360Cloud web application's responsiveness to device resoluti...

0 min reading time
Updated September 8th, 2021 by Tami Sutcliffe

Backup for Files Portal v 2.39.3 Release Notes

  Version:     Backup for Files Portal v 2.39.3  Release Date:     September 8,  2021  Summary of changes Numerous bug fixes and improvements for ConnectWise REST API billing integration Added the ability to create tickets in corresponding companies of end customers in ConnectWise instead of the partner’s main one (REST API integration)   SUPPORT | ...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Resolve backup failure due to Microsoft SQL Server VSS Writer in a failed state after updating Microsoft Azure AD Connect

a. Impacted Axcient Products: Axcient x360Recover BDR for Veeam Backup for Files BDR for Shadow Protect  b. Symptoms: Backups fail to complete with errors due to failure to create VSS snapshots. Event ID 8229 is recorded in the Application Log with error 0x800423f4 c. Description A recent update to the Microsoft Azure AD Connect Agent can cause the ...

0 min reading time
Updated April 29th, 2021 by Tami Sutcliffe

Security and encryption - x360Cloud

Axcient holds our partners' data in highest regard. We maintain data integrity and protect partner data through methods that avoid compromise. Our data policies meet the requirements of GDPR (General Data Protection Regulation). x360Cloud uses military-grade encryption when transporting data over Secure Sockets Layer (SSL) encrypted connections. Fro...

0 min reading time
Updated November 24th, 2021 by Tami Sutcliffe

Local cache verification for D2C- x360Recover

x360Recover agent release 2.31 (in conjunction with x360Recover release 10.11.0) now incorporates automated local cache health verification and also provides automated "self-healing" for missing local cache data.  What is local cache verification? Before x360Recover v.10.11, the health status of x360Recover local cache was relatively invisible, runn...

4 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to use the Web Application Dashboard

What is the  Web Application Dashboard? The Axcient Web Application is a web-based management portal that allows you to manage and monitor all sites, services, appliances, and devices in the organization. The dashboard helps you monitor the protection solution and review summary information along with relevant notifications. What is visible on the  ...

1 min reading time
Updated September 23rd, 2021 by Tami Sutcliffe

How to run the Analysis Tool to save results locally - x360Recover

Overview For a complete description of the Analysis Tool, requirements to run it and access information, please review this article: Analysis Tool Why does Support ask you to run the Analysis Tool?  When you open a support ticket for a backup issue, you may be asked to run the Analysis Tool. The Analysis Tool collects the backup agent configuration ...

1 min reading time
Updated November 24th, 2021 by Tami Sutcliffe

Cloud AutoVerify - D2C - x360Recover

What's the difference between AutoVerify and Cloud AutoVerify? AutoVerify  (for x360Recover appliances) is part of x360Recover's nightly BootVM check process. It provides validation of the recoverability of snapshots on x360Recover backup appliances.  Cloud AutoVerify (for Direct-to-Cloud vault endpoints) brings all of the functionality of AutoVerif...

2 min reading time
Updated October 6th, 2021 by Tami Sutcliffe

Billable end user accounts (Microsoft 365 services) - x360Cloud

Billable end user accounts are protected in x360Cloud under new billing model For organizations with protected Microsoft 365 services, a protected end user account is considered billable if it is assigned a Microsoft license corresponding to one of the SKUs below. To view a list of billable end user accounts for Google services, click here. Billable...

2 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

Guide to Failover Cluster Services - x360Recover

With the release of Agent 2.24+ and Appliance 8.4.0+, x360Recover now provides support for failover clusters, and Cluster Shared Volume (CSV)-aware backups. This guide will give an overview of failover cluster services, discuss Cluster Shared Volume (CSV) support available in x360Recover, and describe some best practices to consider. A high-level de...

3 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

View cluster settings in the appliance - x360Recover

The Cluster Management menu pane lets you enable and configure clustering for the device. For complete instructions, please reference the How to cluster multiple appliances or vaults article. NOTE: x360Recover does not recommend the use of clustering unless required for very large customer locations. In the Appliance menu pane, click  Cluster Manage...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Use the vault - x360Recover

The x360Recover vault provides essentially the same services and features as the x360Recover appliance, with a few differences in presentation and function. All of the menu panes and features present on the vault work similarly to the appliance, and as such, this manual will document only the vault specific differences here.  General differences bet...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Axcient Cloud IP addresses and application port ranges

Service Specific IP and Port Ranges Anchor Host Names Web: syncedtool.com syncedtool.ca syncedtool.eu Agent: app.syncedtool.com  app.syncedtool.ca  app.syncedtool.eu  To find an IP address: Open a command prompt. Enter nslookup syncedtool.com. Note: Replace syncedtool.com with the appropriate host name.  The command will return the current IP addres...

1 min reading time
Updated October 11th, 2021 by Tami Sutcliffe

ISO Terms - x360Recovery Center

AXCIENT VAR AND END USER LICENSE AGREEMENT  This Software is COVERED BY U.S. Patent Nos. 7,487,383; 8,001,414; 8,176,358; 8,589,350; 8,639,966; 8,886,611; 8,924,360; 8,954,544; 8,990,613; 9,015,520; 9,104,621; 9,146,769; 9,176,823; 9,213,607; 9,235,474; 9,292,153; 9,397,907; 9,471,442; 9,559,903; 9,705,730; 9,785,647; 9,852,140; 9,998,344; 10,003,64...

17 min reading time
Updated September 24th, 2021 by Tami Sutcliffe

Preload using SFTP

Using SFTP to preload (seed) data to Axcient  Overview SFTP preloading is one of the methods we employ to seed your backup data to an Axcient data center. SFTP lets you take advantage of a faster internet connection somewhere other than your customers site by creating a preload dataset on to your disk, then taking the disk offsite to be uploaded dir...

3 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Feb 2021 - v 1.50.0 through 1.53.0 - Release Notes x360Portal

   Component      x360Portal      Versions      1.50.0 through 1.53.0       When      February 2021 Log in here: Enhancements  Updated the "Request a feature" functionality Users table now has selectable rows Bug fixes Fix for issue where user is unable to change password Fix for changing usernames sometimes failing Fix for support cases sometimes f...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files -Logs with "Protected storage could not be restored"

Symptoms In the backup log, you see informational messages similar to: INFO: 0x30000: Protected storage could not be restored: Key not valid for use in specified state. [-2146893813 (0x8009000B)] {eFS:Crypto-AES:781} Known Causes and Resolutions “Protected storage” is a windows technology that allows encrypting data with the current windows' user's ...

0 min reading time
Updated April 16th, 2021 by Tami Sutcliffe

HIPAA Compliance

A guide for companies using Axcient services to facilitate HIPAA and HITECH compliance: ========================================== How Axcient Helps Organizations Comply with HIPAA & HITECH Axcient’s cloud, and certain Axcient services that run on Axcient’s cloud, meet the obligations required by HIPAA and HITECH to protect the privacy and secur...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to read the RMC Notification Bar

Detailed overview of the  x360Recover and the RMC Integration Project is available here: It is very important that all customers be aware of planned downtime or unexpected outages. To deliver that information, a notification bar now appears across the top of each page in the RMC.  Updated in real-time, the color-coded expandable notification bar pro...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Set a pass phrase

Your pass phrase is what protects your data from unauthorized access. Having a unique, strong pass phrase is a key element to keeping your offsite backup data secure. It is very important that you adequately document your pass phrase, as well as your secret questions in the event that you lose access to your pass phrase and need to recover it. Pass ...

6 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to launch Cloud Failover [Video]

(23 minutes) The key to business continuity is having complete access to your entire IT infrastructure from anywhere, no matter what. That means being able to launch a virtual office for your employees to work from whether they’re in a coffee shop, at home or in the office.  How to start and end cloud failover Configuring cloud network settings View...

0 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

The basics of building disaster recovery [Video] - Axcient DirectRestore

~from the Axcient DirectRestore  - Technical Best Practices Series [Video: 38 minutes] Learn about: File/Folder restore Granular Exchange Recovery Running local Failovers  Hosted at https://player.vimeo.com/video/158568049  ...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Unable to connect to WebDAV - x360Sync

Symptoms  When attempting to map a network drive to https://dav.syncedtool.com, you encounter the following symptoms: There is no password prompt A Network Error dialog box opens and "See Details" reads a code of 0x80070043. Troubleshooting Steps Reboot Windows From a command prompt, attempt to telnet to dav.syncedtool.com on port 443. If it fails o...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

How to fix missing BCD files with EISA partitions - BootVM Fails - x360Recover

To ensure that the BCD database and /Boot files exist when virtualizing systems with an EISA partition, perform the following steps on the protected system: 1. Open a CMD prompt with Run As Administrator 2. mkdir c:\boot 3. bcdedit /export c:\boot\bcd 4.Take an immediate snapshot of the system and test virtualization to verify Windows will now boot....

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

How to open a restored file corrupted in Outlook 2013 - Axcient DirectRestore

Problem : Restored PST file cannot be opened in Outlook 2013 because of the following error: Cause: For whatever reason, the selected file has become corrupt or damaged.  Solution: Take the following steps to repair the damaged file: NOTE: No data in messages, calendars and other Outlook items will be lost or corrupted during the following steps. 1....

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How to enable OneDrive backup for an organization - x360Cloud

1. In the x360Portal, login to the organization which will be using OneDrive.  Note: The reseller portal does not have the functionality to enable OneDrive backup for an organization as of May 2019. You must log in to the organization in order to enable OneDrive for that specific organization. (Functionality from the reseller portal is scheduled for...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Axcient Cloud IP Addresses and Application Port Ranges

Service Specific IP and Port Ranges Please visit this KB for more information: https://hc/en-us/articles/115012244047...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - "Error: Port 445 is not open on host" error when replication job fails

Problem: The user receives the following Port 445 error when a replication job fails to begin: Error: Port 445 is not open on host xxx.xxx.x.xxx. Error occurred while setting up the task to run. Cause: Port 445 is not open on the firewall where the target device is located. Solution: The user will need to consult with the Network Administrator in or...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

Datatables warning on protected system- x360Recover

Problem: Whenever Details on the protected system is clicked, a  Datatables Warning occurs. Solution: Identify the popup error message below and apply the appropriate fix: 1st Popup Error Message: Datatables warning (table id = 'psdTable'): Requested unknown parameter 'Used' from the Data Source from Row 4 Prevent this page from creating additional ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to perform a local failover with the Web App

 ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - Runbook will not start

Problem: The user has configured a Runbook. However, the Virtual Office will not start when the Run Runbook button is clicked. The user sees the following error when attempting to start the Runbook:  Cause: The primary reason a Runbook will not start is if a subnet has been incorrectly configured for one or more of the devices in the Runbook.  At le...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Recover Training Video

Link to video: Click to watch the x360Recover Overview training video...

0 min reading time
Updated October 4th, 2021 by Tami Sutcliffe

Customize tiered backup retention - x360Recover

How do retention settings work? Customizing backup retention lets you specify the length of time recovery points are kept on the device before being automatically purged. Tiered retention versus basic retention Traditional (basic) retention settings perform a simple removal of snapshots older than a certain number of days. All snapshots younger than...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Backup fails due to "Your pass phrase has changed" error

Problem The backup fails with an error message similar to the following:ERROR: 0x30000: Your pass phrase has changed since your last backup. This change of pass phrase must be approved by your administrator. Please contact customer service. Cause Our server prevents data from being uploaded to an account that was encrypted with a different pass phra...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - How to deploy an AVM agent

The Axcient Virtual Machine (AVM) is a VM that is deployed on the same ESX host as the target devices to be protected. A single AVM can only protect a single ESX host and the VMs located on it. If there are multiple ESX hosts that need to be protected, deploy an AVM on each host in order to protect them. A single AVM cannot protect multiple ESX host...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Cannot start backup manager, even as administrator

Symptoms  When logged on as a user with administrative privileges, starting the backup manager produces error messages such as:  You do not have administrative privileges, so settings cannot be stored globally for this computer (in HKEY_LOCAL_MACHINE).  Failed to store settings within your windows user's profile: Cannot load the profiles because the...

0 min reading time
Updated July 5th, 2021 by Tami Sutcliffe

Register and log in with Active Directory credentials - x360Sync

Overview User accounts can be created in the following ways:  Manually created in the Accounts tab in the administrative web portal Imported through Active Directory (AD) or another LDAP source Users that were created manually can simply register and log in using their assigned email address and password. Signing In AD users will register and sign i...

0 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

BRC - Three main consoles

Axcient’s Business Recovery Cloud (BRC) has three main consoles: UMC   (Unified Management Console) is the user interface for a  specific  BRC appliance.  RMC   (Remote Management Console) provides access to  all  of your BRC installations. BRC User Portal delivers training and access to BRC documentation.   1. Unified Management Console (UMC) UMC i...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Migrating Data from One File Store Location to Another File Store Location - x360Sync

Overview The x360Sync file store contains compressed and encrypted raw binary data. File stores can become quite large as systems scale in size. As a file store grows, you might need to migrate the file store to a new location. This is a procedure normally performed only by Axcient support. If you choose to perform the data migration by yourself, yo...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.13 Release Notes

     Component      x360Sync Web Portal      Version      2.13.0      When      Week of May 10 - 16, 2020      Goals Complete the modernization of the Web Portal look and feel for Admins Align Web Portal's user experience with x360 portal   Background This release completes the modernization of the Web Portal pages and workflows for Administrators. ...

1 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

Alert Definitions - x360Recover

Within Axcient x360Recover, there are thirteen (13) different classes of alerts that are automatically monitored and generated by the device.  All of the alert events are automatically created on each x360Recover appliance or vault and are visible from the Alerts page of the main menu.  Whenever an alert is raised on a device, if email alerting is e...

5 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to avoid circular backups

Disk space is usually at a premium, and a customer is placed in an appliance to fit their needs, based on the data provided during the sales process. The following local practices can affect how much storage space is required: 1. SQL/Database Backups: The local backup strategy can affect how much space is needed to backup up an SQL (or other) databa...

0 min reading time
Updated September 24th, 2021 by Tami Sutcliffe

Request a preload (seed) drive - x360Recover

NOTE: Preload drives can only be requested for shipment within the United States. If you are outside of the US (Canada, EMEA), please refer to How to preload your data outside of the US: How to request a preload (seed) drive: Log into the Axcient Backup Portal. After you are logged in, select the Request a Preload Drive link:  Steps to complete the ...

1 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

SSL handshake failure: certificate depth #3 error

.ssl handshake failure: certificate depth #3 error These are the steps that should be followed on a machine having difficulty pulling local root certificates for x360Sync  If the registration fails, then you should be able to copy Go Daddy certificates from a known good registered machine to the machine with the registration issue: On a machine that...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Setting a File Store Location to Read-Only (Private Cloud Only) - x360Sync

Overview The x360Sync file store contains compressed and encrypted raw binary data. File stores can become quite large as systems scale in size. As a file store grows, you might need to migrate the file store to a new location. During these instances, you can temporarily set the file store to read-only. For complete instructions on migrating a file ...

0 min reading time
Updated July 26th, 2021 by Tami Sutcliffe

Modify the agent - x360Recover

Finding the aristos.cfg File  The aristos config file is located in one of the following two locations (if the agent was installed in the default location):   32-bit Systems:  C:\Program Files\Replibit\aristos.cfg 64-bit Systems:  C:\Program Files (x86)\Replibit\aristos.cfg Before modifying aristos.cfg, make sure you stop and disable the service or ...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Troubleshooting Registration Failure on Windows Machines - x360Sync

Overview With x360Sync version 2.5.3, desktop clients are required to pull valid root certificates for secure connectivity to the x360Sync Server. This requirement protects against man-in-the-middle attacks and provides an extra layer of security to our partners and their clients.  If this option is disabled on a machine, desktop client registration...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

D2C endpoints - x360Recover

Direct-to-Cloud (D2C) endpoint billing Billing rates vary for Direct-to-Cloud endpoints, based on whether the system is a workstation or server, and whether the endpoint is located on an Axcient-hosted vault or on a self-hosted vault.  Direct-to-Cloud endpoints come bundled with unlimited cloud storage.  Direct to-Cloud endpoints do not contribute t...

0 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Manage IP address filtering and change console passwords

Best Practices: Change the Linux console password for both the root and x360Recover user. Set IP address filtering on your firewall.   Only allow access to x360Recover devices from known external IP addresses.   Block all other addresses and ports other than 22, 443, 9080 and 9081 which are required for replication.   SUPPORT  | 720-204-4500 | 800-3...

0 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Jun 21 2021 - Manager (RMC) v 4.2 - Release Notes

  Version:     x360Recover Manager (RMC) v4.2  Release Date:     June 21 2021   Major enhancements Direct-to-Cloud end client user support  Active x360Recover License Portal end clients can now access RMC Bug fixes  Fixed several minor alignment issues in the new UI D2C Virtual Office: Fixed an issue preventing users from selecting more than two ser...

0 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to change/update a password for a customer in the x360Recover Licensing Portal - x360Recover

Prior to this Axcient x360Recover Licensing Portal enhancement, the only method of changing and/or updating a password was to email the password from the Licensing Portal to the email address associated with the user. With this improvement, you can now change and/or update the password for a user directly in the Licensing Portal through the “Set Pas...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Backup Settings: Terms and Definitions

Common Settings: Terms and Definitions  Overview of Retention Settings Descriptions of Backup Schedule Types Axcient Unified Management Console User Guide Parameter     Definition                                                                                          Enabled Enables the backup job. When enabled, the backup job will run according to...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Use AxBoot Reconfig Net to reset network

If access to the local appliance is lost, for any reason, a reset of the network settings may be required. Resetting can be done by using the AxBoot Reconfig Net during the boot process.   To do this, please follow these procedures:  Connect a monitor and USB keyboard directly to the Axcient BRC appliance. Hard reboot the Axcient BRC appliance. Afte...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to configure Automatic Screen Shot Validation

Axcient's Failover Virtual Machine (VM) allows you to start a virtual machine on the local Axcient appliance in the event a protected device is lost or fails.  Although the Failover VM can run indefinitely, it is not intended as a long-term replacement for a permanent server. The server functions should be transferred back to a primary device as soo...

0 min reading time
Updated August 1st, 2021 by Tami Sutcliffe

Install the x360Sync Server

Overview Before you run the x360Sync Server Setup Wizard, it is important to plan your environment and ensure that your system meets all requirements. Note: The minimum hard disk size should be 80GB. (x360Sync install requires 350 MB). For a complete list of system requirements, please reference the What Are the x360Sync System Requirements Knowledg...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Aug 10 2021 - Recovery Center 1.0.0 - Release Notes -

Component Recovery Center for x360Recover Direct-to-Cloud (D2C) Version 1.0.0 Release Date August 10 2021 Introducing: Recovery Center for x360Recover Direct-to-Cloud x360Recover Direct-to-Cloud Recovery Center is a stand-alone application that allows you to recover data directly from the Axcient Cloud or Private Cloud, with or without a local cache...

0 min reading time
Updated July 8th, 2021 by Tami Sutcliffe

x360Sync Web Portal 2.8.0 Release Notes

     Component     x360Sync Web Portal       Version      2.8.0      When      April 2020      Goals Improve visibility of cross-organization Team Share subscriptions Address unintentional deletion of Team Share invitations     END OF SUPPORT ANNOUNCEMENT:  At Axcient, we are committed to improving and extending the functionality of our products. Th...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

How to launch x360Cloud from the Axcient x360 Partner Portal - x360Cloud

The Axcient x360 Partner Portal is your single destination for Axcient products and services.  When you log in to the x360 Portal, click the x360Cloud product card to launch your x360Cloud Reseller Portal.  If you do not have a x360Cloud Reseller account, you will be prompted to sign up for a x360Cloud trial.  Ready to learn how to use the x360Cloud...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Canada or EMEA: Preload data to an Axcient data center

Canadian partners have the option of using Webseed , which involves seeding to your drive and then uploading the seed data over the internet (from your customer’s location or from another location with higher bandwidth). If you do not wish to utilize the Webseed option, you’ll need to send a physical preload drive, following these instructions: Prep...

2 min reading time
Updated November 8th, 2021 by Tami Sutcliffe

How to allow end users to overwrite collisions - x360Sync

Overview The desktop client generates file sync warnings to alert end users of potential problems with the file sync process. Collisions are one type of file sync warning that can affect the end user. What is a collision? A collision occurs when one file is modified in two different places at the same time. x360Sync will not attempt to merge these c...

1 min reading time
Updated November 24th, 2021 by Tami Sutcliffe

RMC Release Notes - BRC

x360Recover -  RMC v 4.11 - Release Notes  x360Recover -   RMC v 4.10 - Release Notes x360Recover -   RMC v 4.9 - Release Notes x360Recover -   RMC v 4.8 - Release Notes x360Recover -  RMC v 4.7 - Release Notes x360Recover -  RMC v 4.5 - Release Notes x360Recover -  RMC v 4.4 - Release Notes x360Recover -  RMC v 4.3 - Release Notes x360Recover - RMC...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Backups fail with SSL certificate errors

Symptoms Backups fail with one of the following errors: SSL routines: SSL3_GET_SERVER_CERTIFICATE: certificate verify failed SSL routines: SSL3_READ_BYTES: tlsv1 alert unknown ca SSL routines: SSL3_READ_BYTES: sslv3 alert certificate expired Alternatively, when you try to test the connection or connect in the file manager, you get an error message t...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

How to fix BOOTLDR (or Winload.exe) is Missing error message on Vista/Server 2008 or newer - x360Recover

Issue: BOOTLDR is Missing error on BootVM Check or Live Virtualization First, ensure that the BCD record or SRP Partition is located on the C: drive volume, and not some other volume or partition. Hint If you have ever leveraged AppAssure Virtual Standby creation to recover the server, you likely have a 1000MB Disk0 that contains the boot record. If...

0 min reading time
Updated July 21st, 2021 by Tami Sutcliffe

Backup for Files - How do I setup the backup software?

Overview Setting up the backup software involves the following steps: Downloading the software and running the setup program Entering the username and password Creating a pass phrase Choosing what data should be backed up Scheduling when backups should occur Configuring options Downloading and Setting Up the Software Your branded backup software can...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Replication failed due to SMBCIFS error

Problem: The user received the following error message when a replication job failed to start: Error - fuse: bad mount point `/uptiva/mounts/1/4/e$': No such file or directory main.c(smbcfs_main):866 ERROR: fuse_parse_cmdline\nUnable to mount //<IP Address>/e$ on remote host. Unable to mount //<IP Address>/e$ on remote host. Errors occur...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to set the system time

Problem: The system time is incorrect on the Axcient BRC appliance. Cause: The Axcient BRC appliance uses Network Time Protocol (NTP) to set the system clock. If the time listed for events is not correct, the system might not have access to an NTP server. This can occur if the firewall policy denies access to the targeted NTP servers. Solution: To e...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Update [ Online Backup Manager api-ms-win-crt-runtime-l1-1-0.dll error ]

The missing KB needed to install the Online Backup Manager on the latest patched version of Windows 2012 is KB2919442. Below is an ordered list of  the most current release and update levels.  Install the KBs in this order and you should then be able to install the Online Backup Manager: March 2014 servicing stack update for Windows 8.1 and Windows ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - 0x20000 error in log when marking file as deleted

Symptoms In a remote backup log (or local backups on osx or linux), you see messages like: INFO: Marking file as deleted: C:\Users\Someuser\Documents\Somefolder\some incredibly long, very long filename.doc ERROR: 0x20000: The server encountered technical difficulties [78 (0x4E) - File name too long] {eFS:Serv-Trans:2516} Alternatively, for local bac...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Upgrading to Apache HTTP Server Version 2.4 - x360Sync

Overview Apache HTTP Server Version 2.4 has recently been released, providing additional features and addressing security vulnerabilities. We highly recommend that all private cloud x360Sync partners upgrade to this latest version of Apache HTTP Server. As part of our support process, the Apache Upgrade Wizard is available to download, and will assi...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to add Samba to Windows

If you have other Windows computers on your LAN and want to share files from Linux with them, you must set up Samba.  To setup Samba, you must:  Install samba  Add ‘shares’  Add users  Start the Samba service  Manage security options (Firewall and SELinux)   1. Install Samba sudo yum install samba samba-client cifs-utils Note: The cifs-utils package...

1 min reading time
Updated September 27th, 2021 by Tami Sutcliffe

Convert from appliance mode to D2C mode -x360Recover

With  Agent 2.27  and newer, it is now possible to convert an existing appliance-based agent into a Direct-to-Cloud agent. Why switch an agent from appliance mode to Direct-to-Cloud mode? What happens during the switch from appliance to Direct-to-Cloud? A note about full backups in x360Recover Steps to convert an existing appliance agent to Direct-t...

5 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Configuring Hostname Settings for Private Cloud Environments - x360Sync

The Hostname Field  In the Settings tab of the web portal, you can specify your organization's domain name in the hostname field. This is used by x360Sync Server to generate links for login emails, forgotten passwords, and so forth.  The hostname is also passed to the desktop client, so that it knows how to connect to the x360Sync server. Setting th...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

What Happens When a Key Expires - x360Sync

If your key is expired, try to log out and then log back in.  The webapp checks the license information on login and stores it in the session; if you have stayed logged in since then, it wouldn't have gotten updated on the UI, even if it is active.   There is also a feature in the license section of the website under All Organizations settings.  Thi...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Windows Event Log: VSS Event ID 12292

Acronis does not remove its' VSS writer registry key when uninstalled: FIX: 1. Start > Run > Regedit and delete the registry Key for the Acronis provider. HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\VSS\Providers 2. Open each key to view it's contents.  Locate the Acronis key. 3. Right click the Acronis key and export the key in case ...

0 min reading time
Updated June 25th, 2021 by Tami Sutcliffe

Search and restore OneDrive folders using Smart Search - x360Cloud

Use Smart Search to locate and restore OneDrive folders 1. Log into your reseller x360Cloud Dashboard. 2. Select the Organizations tab. 3. When the Organizations page displays, click the Name of the desired organization: 3. When that organization's Dashboard page displays, you will have access to the account details and reports. Note: If you are  an...

1 min reading time
Updated August 3rd, 2021 by Tami Sutcliffe

D2C billing - x360Recover

Flexible billing model  x360Recover has a flexible billing model, providing several possibilities: Direct-to-Cloud (D2C) billing: D2C delivers the full-featured backup of traditional x360Recover, but without the expense of a local appliance. D2C protected systems are billed on a usage basis and are not managed via the License Portal Appliance-based ...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Unable to RDP to a virtualized device

Problem: Despite successfully establishing a VPN or Site-to-Site VPN connection to the Virtual Office, the user is unable to use the Remote Desktop Protocol (RDP) to access a virtualized device. Cause:  Remote Access was not enabled on the device for the selected recovery point. Solution: RDP is the only method by which the user can access virtualiz...

0 min reading time
Updated July 29th, 2021 by Tami Sutcliffe

Agent overview

NOTE:  All protected systems require a backup agent.    The agent is software installed on a protected system which performs a backup and sends the backup to the local appliance.  The agent can be installed on a Windows workstation or server. As an MSP, you can decide which critical workstations and servers need image-based backups and how often you...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to create data exclusions

Creating data exclusions is not required, but can help improve replication job times by limiting the replication only to critical and relevant data. Additionally, this will help free up space for only the replicated data that will need to be recovered in the event of emergency. To exclude files from a replication job, navigate to the Device Details ...

1 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

What To Do When a User Limit is Reached - x360Sync

Symptom In some instances, when attempting to create a new user account, you might receive an error message indicating that the organization’s user limit has been reached.   Cause If a user limit has been reached, you will no longer be able to create user accounts. The system will still allow the sync process, logins, root creation, and so forth to ...

1 min reading time
Updated October 8th, 2021 by Tami Sutcliffe

Object backup status report - x360Cloud

Object backup status report   If the backup of a single object (email, calendar event or contact) fails constantly during a 24 hour period, the backup status of the respective user account shows as Failed. This type of container backup failure then results in an organization backup status of Partial (even when other containers have backed up success...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files -Side by side manifest errors in the windows event log

Problem The software appears to work correctly, but the Windows System Event Log has side-by-side (SxS) activation errors similar to the following: General activation context failed for ...\MFC80.DLL (The referenced assembly is not installed on your system.)Resolve Partial Assembly failed for Microsoft.VC80.MFCLOC. (The referenced assembly is not in...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Vssadmin resize shadowstorage - x360Recover

Vssadmin resize shadowstorage http://technet.microsoft.com/en-us/library/cc788050.aspx...

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Updated September 24th, 2021 by Tami Sutcliffe

Request a Preload (Seed) Drive

NOTE: Preload drives are only shipped within the United States. If you are outside of the US (Canada, EMEA), please refer to How to preload your data outside of the US: How to request a preload (seed) drive: Log into the Axcient Backup Portal. After you are logged in, select the Request a Preload Drive link:  Steps to complete the online "Request a ...

1 min reading time
Updated November 2nd, 2021 by Tami Sutcliffe

How to restore an object - x360Cloud

Overview You can restore an object you have located using the x360Cloud SmartSearch tool. You can also restore multiple objects. The following object types are available to restore:  Document (for example, from a SharePoint Document Library or OneDrive) Email Event Contact Note: Nested folders must be restored individually.   STEP 1: Launch the x360...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - "Winexe returned error" when attempting to start a replication job

Problem: The user received the following error in the Unified Management Console (UMC). winexe returned error: Unable to connect to remote host using configured credentials. Errors occurred learning about remote client. Errors occured while setting up the task to run. Cause: The Axcient appliance is unable to access the target device for replication...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to create a Runbook

  THESE INSTRUCTIONS ARE FOR THE BRC VERSION OF RUNBOOKS The updated x360Recover version of these instructions are here:   ====================================================   Runbooks allow you to configure an automatic deployment plan for virtualized devices in the Virtual Office. Runbooks can be leveraged for the following use cases:  Test Disa...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to copy replication jobs to an initial seed DAS

Axcient BRC provides the option of copying a cloud replication job to a Direct Attach Storage (DAS) device for the initial seed replication job to the Axcient Cloud.  The initial run of an cloud replication job could take a substantial amount of time because all data must be copied and the copy speed is limited by the user’s Internet connection. If ...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to configure the iLO for a G9 Appliance

This article will guide the user on how to configure the Integrated Lights Out (iLO) feature of a G9 Axcient appliance. The iLO feature is a server management processor available on Axcient appliances that allows the user to control and monitor the appliance from a remote location.   The iLO feature allows the user to remotely reboot, power off or p...

2 min reading time
Updated August 20th, 2021 by Tami Sutcliffe

Investigate large snapshot sizes in ShadowProtect

Overview One common issue seen in volume-based backups is larger-than-expected snapshot or consolidated image file sizes or "bloat". This is seen most often in ShadowProtect deployments, whereas AppAssure's and Acronis' deduplication can mitigate the effect such that it might not be noticed.  For ShadowProtect, the rule-of-thumb is to look for conso...

5 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Resolving Missing Overlays in a Multi-Monitor System - x360Sync

Symptom In x360Sync, overlays—such as file collision, file locking, and file syncing indicators—are not displaying within a multi-monitor system. Cause Mutli-monitor systems with different DPI settings on each monitor might interfere with the display of x360Sync overlays. For example, if the primary monitor’s DPI-scaling is set to 100%, and the seco...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to Configure the iLO for G7 and G8 Appliances

These instructions are designed for the iLO 3 (G7 appliance) and iLO 4 (G8 appliance) configuration. Configuring the iLO is the same process for both models of Axcient appliances.   The model type of the appliance is indicated by the first two letters of the serial number: G7 appliances: AF, AG, AH, BE, or BG G8 appliances: BJ, BK, or BL  During the...

1 min reading time
Updated November 19th, 2021 by Tami Sutcliffe

2021 Technical Best Practices Newsletters

December 2021 November 2021 October 2021 September 2021 August 2021 July 2021 June 2021 May 2021 April 2021 March 2021 February 2021 January 2021  ...

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Updated March 31st, 2021 by Tami Sutcliffe

BRC - Replace a RAID cache module for a rack-mounted appliance

Problem: The user needs to replace the RAID cache module for rack-mounted units Cause: The user may need to replace the RAID cache module for a number of reasons. Solution: First, locate the RAID module in the back of the appliance. To replace the module, please do the following: 1. Unscrew top. The user can Ignore the warranty sticker. 2. Find the ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Cannot connect to Server error

Problem You receive the error message "cannot connect to server" when are trying to test the connection, change the password or passphrase, or start a backup, either for the first time or after a software upgrade. Resolution On the My Account page, in the server field, try appending ':443' to the servername, and make sure that outbound traffic is al...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

May 25 2021 - Manager (RMC) v 4.0.1 - Release Notes

  Version:     x360Recover Manager (RMC) v4.0.1  Release Date:     May 25 2021 Bug fixes  Fixed several minor alignment issues in the new U [PDF]   SUPPORT | 720-204-4500 | 800-352-0248 To contact Axcient Support, please log in to the x360Portal or call 800-352-0248 Free certification courses are available in the Axcient x360Portal under Training To...

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Updated October 4th, 2021 by Tami Sutcliffe

Snapshot retention settings - x360Recover

What is snapshot retention and what does it mean to me?  A snapshot retention policy is a means to purge old data. This policy is necessary to prevent our storage system from becoming full, while ensuring that we keep sufficient point-in-time backups to meet client needs and SLA agreements.   The configured snapshot retention policy is used to contr...

7 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Configure the Web Preview Tool in a Private Cloud Environment (Private Cloud Only) - x360Sync

Overview The Web Preview tool allows users to browse files and view shared items in the web portal and on mobile devices, without needing to fully download content. The Web Preview tool is hosted within Axcient's server environment; however, private cloud partners can utilize the Web Preview tool by pointing to Axcientxs Web Preview Server. These se...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - How to verify the backup cache and ensure all data is current

1. Open the Online Backup Manager.   2. Make sure a backup is not running.  (If a backup is running, cancel it and wait for it to stop). 3. Right click Backup Now, and choose Verify Backup Cache:  This will start a backup job that will mark anything that is missing for re-backup. 4. After the process is complete, left click the Backup Now button and...

0 min reading time
Updated April 13th, 2021 by Tami Sutcliffe

Backup for Files - OBM User Guide

Web Portal Guide: https://backup.securewebportal.net/app/help/portal/ Backup Software User's Guide to the Client: https://training.securewebportal.net/kb/BACKUP_FOR_FILES/Backup-Users-Guide.pdf  ...

0 min reading time
Updated August 20th, 2021 by Tami Sutcliffe

Create a new ShadowProtect backup job

To create a new ShadowProtect backup job, click the Backup Jobs tab; then, click the New icon to start the Backup Wizard. Click Next to continue. 2.Select the volume(s) for which you want to create images. Click Next to continue. Note: It is important that the volumes be together in the same job. If you are running Exchange or SQL and the logs are n...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Unable to inherit record – Error code 20

Problem: The user sees the following error: Action: [For corrective actions www.axcient.com/log-actions] Backup for "Backup Job" - Image on Device Failed --- Error - Error: Unable to inherit record. Cause: No such file or directory Error: Incremental backup failed Error: Backup failed Error: Backup failed with error code 20 Backup of share C failed....

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - SqlServerWriter is missing when VSSadmin list writers command is run

Problem: The following occurs when running the VSSadmin list writers command:  Running vssadmin list writers command and SqlServerWriter is missing. There is no error message in Application event logs SQLserver VSS writer service is running Cause: SQLServerWriter is missing from the target device. Solution: Follow the steps below to resolve the issu...

0 min reading time
Updated November 8th, 2021 by Tami Sutcliffe

Review Web-Access Log Events - x360Sync

Overview In addition to reviewing the activity log and monitoring reports through the administrative web portal, private cloud partners also have access to the web-access.log file, which provides detailed information on captured events. The web-access.log file can be found in the x360Sync server log folder, and records the following actions: Account...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

VSS Error E_UNEXPECTED (0x8000ffff)

Problem  Open file backup fails to initialize because of the error E_UNEXPECTED (0x8000ffff). This can be caused by many of the internal Microsoft components that are part of your operating system. This is Microsoft's generic error message to say that something went wrong, but the details of the error are only contained in the Windows Event Log. Res...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Reset the root password - x360Recover

Disclaimer : This is dangerous as it might cause a corrupt file system.  This KB should be used with Axcient's Tech Support guidance. 1. Force the system off so grub appears after a dirty shutdown. 2. Hit E on the top line. 3. Scroll down to the line that starts with "linux /boot" and go to the end of it and add "init=/bin/bash" without the quotes 4...

0 min reading time
Updated October 25th, 2021 by Tami Sutcliffe

4. Begin replication - ShadowProtect

  [Return  to INDEX:] Begin a replication job  1. Using the main ImageManager window, right click on the volume you wish to replicate. 2. Select Create Job and then Replication. Only the advanced options that you have licensed will be displayed. The Name field auto populates with Replicate backup images of [folder name]. This setting can be changed,...

1 min reading time
Updated October 26th, 2021 by Tami Sutcliffe

Oct 14 2021 - Manager (RMC) v 4.10 - Release Notes

  Version:     x360Recover RMC v4.10  Release Date:     October 14 2021  Enhancements Re-brandable client health digests  Partners now have an option to white label and rebrand client health digests. (Upload your logo in the Organizations setting page.) x360Recover Replibit and Direct-to-Cloud (D2C) Partners have an option to directly access failove...

0 min reading time
Updated September 21st, 2021 by Tami Sutcliffe

Renew an SSL Certificate - x360Sync

Overview This article outlines the process of renewing an SSL certificate for your Apache or x360Sync server. For instructions on configuring a new SSL certificate, please reference the How to Configure a Single Domain SSL Certificate or a Wildcard Certificate Knowledgebase article. Section 1: Apache Server In order for mobile devices to log in, a v...

1 min reading time
Updated September 27th, 2021 by Tami Sutcliffe

Hyper-V host-level backups are NOT recommended - x360Recover

We do NOT recommend Hyper-V host-level backups (even though they are possible)  Background: Why Hyper-V host-level backups are (technically) possible The x360Recover backup agent uses Microsoft VSS, which typically can take successful snapshots of the entire host hypervisor system, including the VHD(X) files associated with running VMs.  Hyper-V has...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to pay your Axcient invoice: Use the x360 Portal

Welcome to the  Axcient x360 Portal The Axcient x360 Portal serves as a single pane of glass for everything related to Axcient products and services, including a  streamlined look and process when it comes to your invoices. Now that you have received your invitation to the x360 Portal, and have successfully logged in, you can pay your invoices using...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Basics of troubleshooting [Video]

~from the Axcient Technical Best Practices Series [Video: 32 minutes]  Learn how to: Set up your device Configuration of alerts at UMC and RMC levels Troubleshooting made easy No charge best practices assessment Other resources available to you  Hosted at https://player.vimeo.com/video/155052962  ...

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Updated July 27th, 2021 by Tami Sutcliffe

Moving SSL Certificates from IIS to Apache - x360Sync

Overview When setting up an x360Sync Private Cloud environment, you need to configure an SSL certificate for your Apache server. If you already have an existing IIS .pfx file, you must first convert it to a .key file using the OpenSSL application, according to the instructions outlined below. After completing these steps, you can then continue the S...

1 min reading time
Updated April 26th, 2021 by Tami Sutcliffe

Agent data compression

Overview of agent data compression Agent 2.28 and newer supports compressing data transmitted over the network to the appliance or vault.  Agent data compression is automatically enabled by default when operating in Direct-to-Cloud mode and disabled when operating in regular appliance mode.  Agent data compression is optimized by default for typical...

1 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

[Retired] Appliance maintenance manuals - x360Recover

Axcient x360Recover Mini Maintenance Manual Axcient vx360Recover Pro Maintenance Manual Axcient x360Recover Rack Maintenance Manual Topics include:  Replacing Failed Hardware (applicable for all Appliances: Opening Your Appliance, Replacing the Hard Drive, Replacing Memory) Upgrading Memory (applicable for the Pro and Rack Appliances Only: (Upgradin...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - How to create multiple public IPs

You can create a public IP for any failover VM within a virtual office to make it accessible over the internet. You can specify the rules for controlling inbound access, as well as the ports that should be open for TCP and UDP traffic.  You can define up to 10 individual ports, or port ranges, per protocol. Outbound traffic is allowed on all ports. ...

1 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

How do I sign in to my Axcient Knowledgebase account?

How do I subscribe and follow Axcient knowledgebase content? In order to follow content in the Axcient Knowledgebase , you'll need to sign in to your knowledgebase account. This is easy because we offer a variety of different ways to sign in: You can sign in with an existing Twitter, Facebook, Google or Microsoft account You can sign in using your e...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Re-registering VSSAdmin - Writers not stable

Do not recommended to perform on Small Business Server, the steps performed on Small Business Server are at own risk.  Right-click the following services one at a time. For each service, click Restart: COM+ Event System COM+ System Application Microsoft Software Shadow Copy Provider Volume Shadow Copy Over elevated CMD type vssadmin list writers Re-...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Warning backing up file because it has been opened exclusively by another application

Problem The backup finishes with warnings. In the log viewer, you can see warnings similiar to the following:INFO: Uploading file: C:\Documents and Settings\Username\Application Data\Microsoft\Outlook\outlook.pstWARN: 30000: Failed to read data block from file: Permission denied [The process cannot access the file because another process has locked ...

1 min reading time
Updated September 7th, 2021 by Tami Sutcliffe

Overview - Axcient DirectRestore

Axcient DirectRestore (ADR) is now available for use by x360Recover partners.  Useful links  Download DirectRestore Download DirectRestore User Guide [v21.2.3] What is Axcient DirectRestore? Axcient DirectRestore (ADR) is granular data extraction software for offline SQL databases, Microsoft Exchange Server mailbox stores and Outlook files. How do I...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to copy replication jobs to an initial Seed DAS

Axcient provides the user the option of copying the Cloud replication jobs to a Direct Attach Storage (DAS) device for the following purposes for the initial seed replication job to the Axcient Cloud. The initial run of an Cloud replication job could take substantial time because all data must be copied and speed is limited by the user’s Internet co...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - The system state backup process failed with the following exit code: -3

 Problem: You receive the following error when trying to perform a system state backup. [Failed to backup system state: ] 0x30000: The system state backup process failed with the following exit code: -3; please check the log files in C:\Windows\logs\WindowsServerBackup {eFS:ClieFacade:4733}. Upon checking the log files in "C:\Windows\logs\WindowsSer...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Backup for Files - Unable to Save Online Backup Manager Registry Settings

Issue: When a non-administrator user logs into the machine, they get a pop up that says: You do not have administrative privileges, so settings cannot be stored globally for this computer (in HKEY_LOCAL_MACHINE). Do you want to store settings in a location only accessible to this windows user instead? (NOT RECOMMENDED)           Yes: Store settings ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How to submit a Support ticket

  Please note: The following instructions apply to Support requests for x360Sync  x360Cloud x360Recover (BRC, Veeam and Axcient-supported third party BDR products) Please contact your Account Representative with any questions regarding BRC and Fusion Support requests 1. To create a Support ticket, log in to the x360Portal.   2. Click the Support tab...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Setting a File Store Location to Read-Only (Private Cloud Only) - x360Sync

Overview  The x360Sync file store contains compressed and encrypted raw binary data. File stores can become quite large as systems scale in size. As a file store grows, you might need to migrate the file store to a new location. During these instances, you can temporarily set the file store to read-only. For complete instructions on migrating a file...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Dual Hostname Configuration - x360Sync

What is a Dual Hostname Environment?  By default, the x360Sync and Apache services are installed on one server with one shared domain (for example, https://file.syncapp.com), and run on the localhost.  Port 443 can only be used by one service.  Under these default settings, port 443 is reserved for the x360Sync service, and ports 80 and 510 are rese...

0 min reading time
Updated August 18th, 2021 by Tami Sutcliffe

Scale-Out Cloud overview - x360Recover

The Axcient Cloud now supports Scale-Out Cloud for all Axcient-hosted x360Recover Cloud vaults.  All vaults using legacy storage have been completely migrated to the new Scale-Out Cloud storage infrastructure and all partners may now take advantage of the enhanced performance and features provided.  What is Scale-Out Cloud? Scale-Out Cloud is a tota...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

How long will my initial preload backup take?

How long your initial preload backup will take depends on several factors, including: Amount of data to backup Number of files to backup Upload bandwidth (speed) of your Internet connection Latency (delay) of your Internet connection We have created a detailed article to help you estimate how long your initial backup will take based on these factors...

0 min reading time
Updated June 23rd, 2021 by Tami Sutcliffe

Timings - x360Recover

Check for license changes. If licenses can't be validated for more than 2 days, all the licenses will be revoked and set to 0. All backups will stop until the license can be validated. Once validated, the backup operations will resume.    Every: 4 Hours   Agent Status: Check if the agent is connected to appliance. Every: 1 Minute   Boot VM Check: Bo...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Windows Folder Redirection Guidelines

The default permission for Windows folder redirection is to grant the user exclusive rights.  This means an administrator does not have read access to the redirected folders to back them up. To set permissions so Axcient BRC can back up the folders, do the following: 1. Create a share folder as the root of all redirected folders on the server hostin...

2 min reading time
Updated July 16th, 2021 by Tami Sutcliffe

Jul 21 2020 - Support Page Updates - x360Portal

    Component      x360 Portal       When       July 21, 2020 Log in here: New features x360 Portal - Release Notes v1.30.0 x360 Portal - Release Notes v1.31.0  Improvements  Support Page  Sort cases by four types: All, Technical, Billing or Services  Display Active or Closed cases. Search by subject.  (Case ID search is inactive.) Identify the case...

0 min reading time
Updated July 19th, 2021 by Tami Sutcliffe

How to select multiple accounts for backup - x360Cloud

We recognize it is challenging to select or deselect accounts for backup when organizations may have hundreds (or thousands) of user accounts, sites, or shared drives. To improve this process, we've refined the list sorting tools and added new ways for you to select or deselect multiple accounts for protection.   For example, if you want to deselect...

1 min reading time
Updated July 6th, 2021 by Tami Sutcliffe

Specify the volume space for Shadow Copies (shadowstorage)

Per Microsoft Technet:  http://technet.microsoft.com/en-us/library/cc728305.aspx When you enable shadow copies on a volume, you can specify the maximum amount of volume space to be used for the shadow copies. The default limit is 10 percent of the source volume (the volume being copied). Setting the limit too small can adversely affect other program...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Replication fails on device during pre-backup ping

Problem: The user received the following error: Backup '<Job Name>' on <IP Address> failed during pre-backup ping Cause: The appliance is unable to reach the target device. This may be due to the target device being offline at the time of the replication, or the appliance being unable to recognize the hostname. Solutions: The user should...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - “File in use” message appears when attempting to open an EDB file

Problem: When using Axcient DirectRestore, the following message appears when attempting to open an EDB: Cause: This is a known product limitation related to open file handles. This limitation will be resolved in a future release of the Axcient appliance software. Possible workaround: Close any Windows application that can use the selected file on t...

0 min reading time
Updated September 9th, 2021 by Tami Sutcliffe

Veeam - Preload data to Axcient [SECTION #4: BDR for Veeam Setup Guide]

[Return to Axcient BDR for Veeam Setup Guide ]  If you have a large amount of backup data in your Veeam backup infrastructure to back up to Axcient's cloud, you may want to request a “preload” or “seed.”   To determine if you should preload your data, please refer to this article which will help you estimate the time required for sending the initial...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Troubleshoot AutoVerify

[Source: https://portal.axcient.com/6688/configuring-the-autoverify-feature-data-integrity-checks/ ] AutoVerify validates and tests the integrity and recoverability of your protected services. This feature performs a series of deep system integrity checks within the running virtual machine to ensure that the protected device backup is both healthy a...

8 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Monitor machines and access logs using the Machines tab - x360Sync

Overview In addition to recurring reports, you can quickly monitor computers and devices from the Machines tab in the administrative web portal. For example, you can remotely access log files, view sync and backup status, and track connection information. Note: You can also retrieve logs from the Windows desktop client and the Mac desktop client.  R...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Email alert indicates Microsoft 365 is not available - x360Cloud

Problem: Microsoft 365 is inaccessible when x360Cloud attempts a backup Typically, Microsoft 365 service cannot be accessed because of A change in credentials Expiration of credentials A change in API access rights Office 365 connectivity issues Response If Microsoft 365 cannot be accessed when an x360Cloud backup attempt begins, an automated alert ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - How to install the latest VMware tools

Problem: Fusion replication jobs are failing because the latest version of VMware Tools is not installed on the VM. Cause: VMware Tools is required for the AVM to take quiesced snapshots of the guest OS. Without the latest VMware Tools, the AVM will be unable to successfully replicate the VM. Solution: Take the following steps to install the latest ...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Migrating the System to a New Server - x360Sync

Overview The following is information on how to perform a system migration. Please note, however, that it is important to first contact Axcient Support so that we can assist with this process.   Instructions To prepare for the migration: Stop the PostgreSQL 9.1 service and stop the x360Sync Server service. Copy your entire PostgreSQL9.1 folder (defa...

1 min reading time
Updated October 5th, 2021 by Tami Sutcliffe

Private cloud vaults for D2C - x360Recover

Private Cloud vaults for Direct-to-Cloud x360Recover release 10.6.1 now supports Direct-to-Cloud backups on your self-hosted Private Cloud vaults.  Enable this feature to provide all the functionality of Axcient-hosted Direct-to-Cloud backups. Prerequisites Hosting Direct-to-Cloud backups on your self-hosted vaults has some requirements above and be...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Creating Alerts for Unreachable File Server Enablement Machines - x360Sync

Overview The Activity Log tab can be used to create alerts so that you are notified when important events occur in the system. Activity alerts are especially useful when monitoring events that can impact an organization or data access. For example, you can create an alert for when a File Server Enablement machine is unreachable for five minutes. Thi...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Backing up the x360Sync Database - x360Sync

There are three components that we recommend you backup in order to ensure rapid restoration and zero data loss:  File store - Contains your raw binary data, configured at system set-up. You can find your file store location by going to All Organizations -> File Store. This can be a file-level backup. DB store - The DB stores hold file and folder...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Conduct a rsync Test - x360Sync

Overview You can optionally test the x360Sync rsync algorithm using contents found in the attached zip file. Instructions In the attached zip file, there are two folders: 1 and 2. Each of these folders contains a set of files with the exact same name. However, these files have different contents that will trigger our rsync algorithm to work in diffe...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Backing Up the x360Sync Server and its Data - x360Sync

Overview It is recommended that you perform a file-level backup on the drive where your file store exists, and a bare-metal backup of your x360Sync server. These can be scheduled at the same time for consistency. Backing Up x360Sync Components  There are three components that we recommend you back up in order to ensure rapid restoration and prevent ...

0 min reading time
Updated October 5th, 2021 by Tami Sutcliffe

Apr 21 2021 - x360Recover v 10.7.0 - Release Notes

Component      x360Recover   Version:      v.10.7.0  Release Date:      April 21, 2021 Release overview x360Recover 10.7.0 is a feature release. The primary focus of this release is to provide new features to streamline management and recoverability for protected systems. Requirements to secure outbound networks  If your security policies require th...

2 min reading time
Updated October 4th, 2021 by Tami Sutcliffe

Oct 05 2021 - Agent 2.30 - Release Notes

 x360Recover Agent Release Information  Agent Version:      v.2.30  Release Date(s):      Targeted release starting October 5 2021 Release overview  x360Recover Agent 2.30 is a feature release.  The primary focus of this release is to provide support for the agent orchestration feature introduced in x360Recxover 10.10.0 release. Summary of enhanceme...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to change iLO credentials on rack-mounted units

For rack-mounted units, the ILO credentials are printed out on a sticker and placed on top of the unit. For tower units, there is no sticker attached, although  ILO credentials may be found on the packing slip sent with the unit. Changing iLO Credentials: 1. Connect a keyboard, mouse and monitor to the back of the server. 2. Plug the server into a p...

0 min reading time
Updated September 16th, 2021 by Tami Sutcliffe

How to view audit logs - x360Cloud

As a reseller, you can view a list of historical system-level activities in the x360Cloud by reviewing the audit logs. The audit logs available in the x360Cloud Reseller Portal allow you to view a list of historical activities that occur in the x360Cloud system.  Events that are captured in the audit logs include: Search Restore User sign in and sig...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Configure the x360Sync Server for WebDAV Support - x360Sync

Overview Most operating systems (Windows included) do not allow you to map a drive to hosts whose identity has not been confirmed by a third-party (GoDaddy, Verisign, Thawte, etc.) WebDAV connects on port 443, so you must configure SSL on your x360Sync server in order to accept these connections. This article will outline steps for completing this p...

1 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Oct 14 2020 - v 2.32.0 - Release Notes x360Cloud

     Version      2.32.0      When      October 14, 2020      Goals Fix issues reported by users Improve backup status information for organization accounts on Reports     Important  Authenticating via OAuth tokens  In x360Cloud version 2.6.0, we introduced a new version of the Microsoft 365 connectors which authenticate to Microsoft 365 via OAuth t...

2 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Using Let's Encrypt Mode to Generate Temporary SSL Certificates for the x360Sync Application Server (Private Cloud Only) - x360Sync

Overview  With the release of x360Sync 2.5.3, newly installed desktop clients will be unable to connect to the x360Sync application server unless the server is using an SSL certificate issued by a trusted root Certificate Authority (CA). If you are a private cloud partner and you do not have a valid SSL certificate configured on the x360Sync applica...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - How to recover data from the Axcient Cloud using the Web Application

The Axcient protection solution allows the user to immediately remove data from the Axcient Cloud should the need arise. Data can be recovered from the Axcient Cloud as long as data has been successfully replicated to the Cloud. In order to recover data from the Axcient Cloud, do the following:  1. Log into the Axcient Web Application and click on e...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

What is a Wildcard Certificate - x360Sync

Overview  A Wildcard SSL certificate secures your website URL and an unlimited number of its subdomains with a single SSL Certificate.  A single Wildcard certificate can secure both www.yourcompany.com and blog.yourcompany.com.  Using the wildcard notation (an asterisk and period before your domain name) allows you to extend security to different su...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Configuring the Collaborative Web Editor Tool in a Private Cloud Environment (Private Cloud Only) - x360Sync

Note: The Collaborative Web Editor will be available to Private Cloud partners with the x360Sync 2.6.0 release. Overview The Collaborative Web Editor allows you to edit documents, spreadsheets, and presentations when working in the web portal, without needing to download a separate application or navigate away from the system. Additionally, the Coll...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Seeding Data to the x360Sync Server - x360Sync

Overview To facilitate the transfer of large data sets to the x360Sync Server, it is possible to seed data. Instructions  Copy the data you would like to seed to a portable medium (hard drive, USB drive, and so forth). Install an agent on the x360Sync Server and register it to the user for whom you would like to seed the data. You can also register ...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

Fusion - How to understand application-consistent snapshots vs crash-consistent snapshots

By default, the Axcient Virtual Manager (AVM) attempts to perform an application-consistent snapshot of protected devices. Application-consistent snapshots are typically the most desired form of replication.   Sometimes, when the ESX is under heavy load or if there are issues with the VSS writers, VMware is unable to quiesce the database. When this ...

1 min reading time
Updated August 16th, 2021 by Tami Sutcliffe

How to audit license use - x360Recover

Overview [A detailed overview of x360Recover's billing models is available at  x360Recover Billing] With the release of version 10.4.0,  the Health Report on the Management Portal has been enhanced to assist with auditing license use of your x360Recover deployment. Please note that the license use report delivered by the Management Portal is NOT aut...

2 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Seeding data to a LOCAL Cloud File Sync server - x360Sync

To facilitate the transfer of large data sets to the x360Sync Server, it is possible to seed data: Copy the data you would like to seed to a portable medium (hard drive, USB drive, etc) Install a desktop client ON the x360Sync Server and register it to the user for whom you would like to seed the data You can also register it to any user who has acc...

0 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Private Cloud Server backup and restore of PostgreSQL databases - x360Sync

Create a database backup using pg_dump.exe 1. Open an elevated CMD prompt.  2. Change the directory to the bin folder in your PostgreSQL installation path (i.e. C:\PostgreSQL 9.1\bin) 3. Find the postgres password. (This can be found in the [portal] section of "\x360Sync Server\conf\config.ini") 4. Create a dump of the portal database with the follo...

1 min reading time
Updated October 7th, 2021 by Tami Sutcliffe

ISO Terms - x360Recover (Replibit)

AXCIENT   VAR AND END USER LICENSE AGREEMENT This Software is COVERED BY U.S. Patent Nos. 7,487,383; 8,001,414; 8,176,358; 8,589,350; 8,639,966; 8,886,611; 8,924,360; 8,954,544; 8,990,613; 9,015,520; 9,104,621; 9,146,769; 9,176,823; 9,213,607; 9,235,474; 9,292,153; 9,397,907; 9,471,442; 9,559,903; 9,705,730; 9,785,647; 9,852,140; 9,998,344; 10,003,6...

17 min reading time
Updated May 19th, 2021 by Tami Sutcliffe

Integrate Active Directory - x360Sync

Overview Active Directory (AD), or any LDAP authentication source, can act as a source for user accounts within the system. When an authentication source is configured, an imported user can log in to the web portal using the credentials attached to his or her authentication source account. You can utilize one of two methods to configure Active Direc...

4 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Recovering and Restoring Data in the Event of Data Loss (Private Cloud Only) - x360Sync

Overview x360Sync stores user data in buckets, called roots. Every type of data lives within a root, including: Personal root, which stores a user’s personal files and folders Team Share root, which stores Team Share files and folders Backup root, which stores a user’s backed up files and folders Backing Up the x360Sync Server As a private cloud par...

2 min reading time
Updated June 22nd, 2021 by Tami Sutcliffe

Jan 2020 - v 10.0.2 - Release Notes x360Recover BDR

 Release Information  Version:     10.0.2  Release Date(s):     Targeted release starting January 27, 2020 Release Overview 10.0.2 is a minor hotfix release affecting only the Ubuntu OS upgrade process in  10.0.0. Summary of 10.0.2 Fixes and Changes Fixed Remote Assist which was broken and not working during OS upgrade phase Fixed Ubuntu OS upgrade ...

0 min reading time
Updated October 27th, 2021 by Tami Sutcliffe

6a. Set up initial storage pool configuration - x360Recover - BDR

     For details about the storage pool, please review How to manage the storage pool  When you log in for the first time, the navigation menu is opened and locked at the Manage Storage tab as shown below. Set up the storage pool 1. The first task you must complete before the other menus become active is to setup your storage pool. 2. Expand the Sto...

2 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Troubleshoot Volume Shadow Copy Service (VSS)

This  information may help you troubleshoot Windows-related Volume Shadow Copy Service (VSS) errors and is intended for informational purposes only. Note: Because some suggestions are system-related tweaks and registry-setting changes, Axcient cannot assume any responsibility for your system stability. Please use at your own risk. Symptoms of a Volu...

4 min reading time
Updated September 14th, 2021 by Tami Sutcliffe

Error: "Get queued completion failed" - x360Recover

Issue Error: "Get queued completion failed" Background This is an internal Windows error, stating that it cannot complete the shadow copy process.  The error "Get queued completion failed" is always protected-system based. This error is from the Volume Shadow copy Service (VSS), a Windows service that supplies x360Recover with an image to send to th...

1 min reading time
Updated July 27th, 2021 by Tami Sutcliffe

Setting up High Availability - x360Sync

    What is a High Availability Environment? By default, the x360Sync Server Installer installs a single x360Sync, Apache, and database server on one machine (physical or virtual). The basic recommended server requirements for this type of environment can be found in the x360Sync Architecture Overview Knowledgebase article.   For advanced private cl...

0 min reading time
Updated September 21st, 2021 by Tami Sutcliffe

Configure a single domain SSL certificate or a wildcard certificate - x360Sync

Overview This article contains two sections: an Apache Server section, and an x360Sync Server section. You must configure Apache with an SSL certificate in order to allow mobile devices to connect. You must also configure an SSL certificate for your x360Sync application server to support desktop client connections and WebDAV. Section 1: Apache Serve...

4 min reading time
Updated July 9th, 2021 by Tami Sutcliffe

Nov 19 2020 - v 2.37.1 - Release Notes x360Cloud

     Version      2.37.1      When      November 19, 2020      Goals Fix issues reported by users Fix resumability of Exchange email initial backups   Fixes  Fixes for customer escalations and markup issues. Fix for better resumable scans by Exchange email connectors. Fix for the wrong validation message shown on editing SharePoint URL in organizati...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to start and end cloud failover

The key to business continuity is having complete access to your entire IT infrastructure from anywhere, no matter what. That means being able to launch a virtual office for your employees to work from whether they’re in a coffee shop, at home or in the office. This video will explain: How to start and end cloud failover Configuring cloud network se...

0 min reading time
Updated July 15th, 2021 by Tami Sutcliffe

1a. Appliance warranty - x360Recover

Link to PDF Axcient understands the importance of your Axcient appliance investment, which is why we offer several warranties and optional services to support your new deployment. These warranty options will be available for you to select at the time of purchasing your new appliance from the Axcient x360Recover Licensing Portal. 3-Year Standard Warr...

1 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Previous VSS snapshot not detected [Name: axfilter_etl_session] error

Problem: When a replication job fails, it will run into this specific error: Backup for "Backup Job" on DeviceFailed --- Error - winexe returned error: The command completed successfully. Name: axfilter_etl_session Age Limit: 15 Buffer Size: 64 Buffers Written: 1 Clock Type: System Events Lost: 0 Flush Timer: 0 Buffers Free: 12 Buffers Lost: 0 File ...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

Handling Issues with x360Sync Download Speeds - x360Sync

Overview  The problem might be associated with the default SendBufferSize value in the Apache httpd.conf file.  Windows seems to completely ignore this value and Apache will use the default Winsock value for the buffer size (4096).  This value can significantly reduce performance on High Latency/High Speed links when set too low.  You can change the...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

Aug 2020 - v 10.3.0 -Release Notes x360Recover

  Version:      v.10.3.0  Release Date:      Targeted release starting August 31, 2020   Release Overview x360Recover 10.3.0 is a feature release. The primary focus of this release is the implementation of the new x360-style user interface theme and rebranding as x360Recover.  New Features  New x360-style user interface [part 1]  (Most pages have be...

1 min reading time
Updated June 23rd, 2021 by Tami Sutcliffe

How to change an email address on the Licensing Portal - x360Recover

1. Log into  https://licensing.x360Recover.com   2. Click My Account > Profile Details. 3. Update any fields on Profile Details, then click Update.     SUPPORT  | 720-204-4500 | 800-352-0248 To learn more about any of our Axcient products,  sign up for free one-on-one training. Please contact your Partner Success Manager or Support if you have sp...

0 min reading time
Updated July 28th, 2021 by Tami Sutcliffe

AutoVerify - x360Recover

What is x360Recover AutoVerify?   AutoVerify is an enhancement to x360Recover's nightly BootVM check feature which provides validation of the recoverability of backup snapshots.    AutoVerify is now part of the BootVM check operation on all x360Recover appliances and is reported within the Global Management Portal (GMP) on v8.3.0 or greater.   When ...

3 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - Backup Schedule Types

Descriptions of backup schedule types: Overview of Retention Settings Backup Settings: Terms and Definitions Axcient Unified Management Console User Guide Hourly Default: Sets a backup job to run on an hourly basis starting at 9:00 am and continuing through 7:00 pm on Monday through Friday (five days). Backup versions are retained for 168 hours (one...

3 min reading time
Updated September 14th, 2021 by Tami Sutcliffe

Architecture - x360Sync

x360Sync is a software platform that enables online file synchronization, sharing, and backup for businesses. With a focus on security, reliability, and integration, x360Sync provides IT professionals with a solution to the universal access, sharing, and file-recovery problems that plague businesses. Simply put, x360Sync is the most advanced file-ba...

4 min reading time
Updated August 1st, 2021 by Tami Sutcliffe

How to remove an unwanted VSS provider - x360Recover

To resolve this issue, you need to determine what unnecessary VSS providers are present, remove them and revert to the previous status (if necessary). Open an elevated Command Prompt and type vssadmin list providers  After you get the list of providers, identify the unnecessary ones. Now go to the Registry: Open Regedit Browse to HKEY_LOCAL_MACHINE\...

0 min reading time
Updated August 17th, 2021 by Tami Sutcliffe

How to set the "Raise alerts if no backup for ______ hours" setting - x360Recover

This setting controls the frequency of alerts generated when backups are missed. The default value for this setting is 0 (Zero) Hours which indicates that alerts should never be created when a backup is missed. Setting this value to 1 will cause an alert to be generated if a backup has been missed, and no successful backup has completed in at least ...

0 min reading time
Updated July 14th, 2021 by Tami Sutcliffe

How to manage iSCSI targets - x360Recover

The iSCSI menu pane displays all currently exported iSCSI targets, including details about session identity and volume names.  To view examples of how to use iSCSI to recover Protected Systems and customer data, please review the Recovering Files and Folders article.  To manage iSCSI targets:  On the lefthand navigation click the iSCSI tab. You will...

0 min reading time
Updated August 23rd, 2021 by Tami Sutcliffe

Resolve retryable I/O failure - STC errors (ShadowProtect Snapshot Driver)

Problem Received these errors: Got a retryable I/O failure at byte 12345678 (will retry): [13:21: The device is not ready.] 30000: The system cannot find the path specified. 30000: Failed to get information for file '\\?\STC_SnapShot_Volume Error Logs The error you will see in the logs will look something like this:  2015-08-25 00:01:26 INFO: [CONN#...

1 min reading time
Updated October 20th, 2021 by Tami Sutcliffe

Create a new backup - x360Sync

End users can create backups of files and folders that exist on their local machines. Alternatively, you can create backups of files and folders for your end users. When you or end users create a backup of a file or folder, all new changes are continuously backed up. The backup can be accessed from the web portal, but it does not reside there, and i...

0 min reading time
Updated October 13th, 2021 by Tami Sutcliffe

How to preform an OS recovery on an appliance - x360Recover

x360Recover is designed to allow for the possibility of recovering a system with a failed operating system disk.  All backup data resides on a separate disk pool from the operating system.*  A backup copy of all configuration information is periodically written to the storage pool volume to facilitate complete recovery of a device with a failed OS d...

2 min reading time
Updated August 26th, 2021 by Tami Sutcliffe

BRC - Disk Encryption and Cloud Key Management FAQs

Axcient is pleased to announce the implementation of the Cloud Key Management (CKMS) data encryption enhancement for the Business Recovery Cloud (BRC). What is cloud key management? CKMS provides the industry’s most advanced BDR at-rest encryption, allowing partners to instantly revoke encryption keys in the event of physical theft or a network comp...

0 min reading time
Updated March 31st, 2021 by Tami Sutcliffe

BRC - How to configure data integrity checks with AutoVerify

Data integrity checks You can configure the AutoVerify feature to validate and test the integrity and recoverability of your protected services. This feature performs a series of deep system integrity checks within the running virtual machine to ensure that the protected device backup is both healthy and ready to recover in the event of a disaster. ...

1 min reading time