MSB – Tips and Troubleshooting

Restoring Deleted or Old Files

You can restore deleted folders/files or old versions of files:

  1. Launch My Secure Backup (Windows Start > My Secure Backup)
  2. Click Restore Files (and then if you have multiple drives, choose the drive that you want)
  3. In the next screen choose either “Backup As Of” and choose a date (this is like a snapshot of the drive at that date), or “Deleted or previous versions”, then:
    1. Browse the folders on the left and click “Add folder” below, or select files on the right and click “Add file” below (you can keep choosing multiple files).
    2. Restore to: browse to a folder location where you want to restore the files to (suggest temporarily restoring them to say your desktop)
    3. Click Start Restore.

Changing the Drive Letter

  1. Launch My Secure Backup (Windows start > My Secure Backup)
  2. Click on Configure in the top right
  3. In the menu on the left, Open the Online Drive, open Network Drive, open Local Drive Mapping
  4. Here you can change the drive letter to any of the available letters (Note you must choose the same letter as other staff)

Files are Not Syncing

IMPORTANT: The initial setup and sync can take a couple of hours to complete if there are a lot of files.

If it appears that files have not synced to the online drive as they should:

  1. Launch My Secure Backup.
  2. Check the Errors and Warnings box at bottom.
  3. Click Help, then Check Online Disk Consistency.

If it is still a problem, you can remove the local cache files to force your computer to completely resync with the online server:

  1. Launch My Secure Backup, click Configure
  2. Select Application Settings on left and tick Show Advanced Options at the bottom.
  3. Copy the text in Cache Directory.
  4. Open Windows Explorer (eg My Computer) and paste the info into the address bar  and hit the Enter key (as a shortcut to opening the Cache folder).
  5. Delete ALL the contents of this folder (* see below if you cannot delete the content).
  6. Restart computer.

* If you cannot delete the content of the cache folder, you might need to stop the My Secure Backup service first: open the computer Services screen (Windows Start > Run, and type services.msc), find the service called MySecureBackup, right-click on it and choose Stop.

Online Drive has Disappeared

If your drive letter is no longer visible in Windows Explorer (My Computer), then you will need to remap the online drive:

  1. Launch MySecureBackup.
  2. Click on Online Drive on the top left.
  3. Select Remap Network Drive.

Software Does Not Start

After install of after restarting your computer, My Secure Backup does not start – this might be caused by Anti-Virus software stopping it from starting automatically when the computer starts.

  1. Launch MySecureBackup.
  2. Check if it says “can’t connect to Local Service” (or similar).
  3. Open the computer Services screen (Windows Start > Run, and type: services.msc )
  4. Browse down the list of Services to find MySecureBackupService.
  5. Ensure that the status is Started, and  if not then right-click the service and choose Start.
  6. Launch My Secure Backup to check if it is now connected, and if you have not already entered your setup/login details see the Reset or Reconfigure tip in this guide.

Reset or Reconfigure

This allows you to re-enter your account details and reset My Secure Backup.

NOTE that this does not delete the files from your online drive:

  1. Launch MySecureBackup.
  2. Click on Configure in the top right.
  3. In the new screen, tick Advanced Options in the bottom left.
  4. Select Application Setting in the main menu on the left.
  5. Click on Remove Configuration.
  6. Follow the prompts to re-enter your login details.

Reinstall Software

IMPORTANT –  This does not delete the files from your online drive.

  1. Uninstall My Secure Backup in the normal Windows uninstall programs feature.
  2. Install it again using the standard install instructions.

Windows Explorer Crashes/Hangs

When browsing a folder, Windows Explorer gets ‘stuck’ and crashes.

  1. Launch My Secure Backup (Windows start > My Secure Backup)
  2. Click on Configure in the top right.
  3. Click Network Drive > Local Drive Mapping
  4. Change the drive type to Removable Media or Network Share.
  5. Test, and then change it back again if you wish.

Change the Drive Password

Launch the MSB Activity Monitor and go to Configure -> Application Settings. From the Application Settings, click on Change Password.

Get Verbose Debug Logs

Enable verbose logging

  1. Launch My Secure Backup and in the menu bar, select Help > View Debug Log.
  2. Click Clear to remove the old debug data.
  3. Tick the “Verbose Logging” checkbox to start the logging.
  4. You can now close My Secure Backup, or leave it open.

If you are trying to capture a specific issue…
…then you will need to repeat the steps that caused the error now. Simply enabling Verbose Logging does not actually output the details for this error, so try causing the error to appear in the Activity Monitor once again.

Once you have finished recreating the issue, your error messages will be written automatically to your log file which you can attach in an email to the support team or you can review the logging/errors personally by opening the log file in a text editor (like Notepad, TextEdit, etc).

Copy the log data
Find the log file in C:\Windows\Temp. The log file is called mysecurebackup.log. Attach this to an email and send to the support team.

Alternatively you can open the View Debug Log screen and click Copy To Clipboard, but note that this data might be too long to copy successfully.

Files and/or Folders Not Showing or Missing?

If you cannot see all the folders and/or files in your Network Drive, while these files and folders are visible on the network drive on other computers or in the web access (go to this web page and log in with your MySecureBackup login details), please try the following:

Local Cache may be corrupted: open MySecureBackup, click the “Online Disk: DISK NAME” drop down menu, click on Cached Data, then click “Remove Cached Directories” and click on “Remove Cached Files”

Files may have become hidden: In Windows, this is most often an indication that a virus has changed the attributes of your files/folders and has made them hidden. The most common symptom is when you are able to see the files and folders in web access (please go to this web page and log in with your MySecureBackup login details), but you do not see them when you attempt to view them from your Network Drive.

There is a way to restore the files’/folders’ attributes. Open the command prompt by typing “cmd” (without quotes) in the Start Menu’s search bar and hit Enter. From there, type the following command:

attrib –r –a –s –h [Your Network Drive letter]:\*.* /s /d

Recommended Process for Handling a Virus

Please refer to this document.

Finding Settings File and Error Data

Settings File: The settings file is located at C:\ProgramData\MySecureBackup and will be a file ending in -settings.xml.

Errors list: Open My Secure Backup, and right-click in the Errors grid at the bottom of the window, and choose “Copy all Errors”. Paste this into an email (or text file and attach if it is too big).

Log data: See Get Verbose Log Data.

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