[#1]

Hi, Unable to contact TS directly. Called the number but NOW they require a support ID number which I am unable to locate - at least I've looked in every "left panel" on all of the mozy web pages but nothing. Chat takes me to salesforce.com and wants me to register and I don't have time to mess w/ that.

But this isn't about that. I just want you to know that I need to learn the answer here without quibbles because I am unable to get help any other way. I signed a customer up for mozy, added myself as an all-permissions admin (IOW checked both boxes offered), bought 2 desktop licenses & 2 Gb of resource for each. Installed the client on the customer's home machine (other at customer's work I'll do today), put one of our 2 license keys into the home client, went through the wizard, and went home to bed, leaving it apparently running a backup.

That machine does NOT appear in the machines panel today. Customer reports errmsgs but shouldn't the MACHINE at least appear once the client is registered w/ the key?

[#2]

Please see the information below in regards to locating your Support ID #.  Keep in mind that this only applies if you have a MozyPro account, as MozyHome customers are not entitled to phone support currently.

To find your support ID:

1. Log into the Mozy Support Portal. 

Figure 1. Support Log In

1. Your Support ID is located on the left near the bottom of the page, under Case Management.   

Figure 2. Support ID

 

If you have started the backup after a successful installation, then the machine should at least show up in your admin console.  If you continue to have trouble, you may want to open up a support case so that one of our Support Technicians can help you further.

Thanks!

James

[#3]

Thanks James!

A support ID showed up in email about 1030 this morning. So if the problem continues, I'll be able at least to talk to someone.

Best,

--S

[#4]

I tried to look up your account, but I wasn't able to find it. I assume that you're a sub-admin (Can't search for sub-admins). I wanted to check to see what was going on, but I have some theories.

One, is that the user was setup under a user group you don't have permission to see. Not sure this would be possible if you created the keys, but I'm not sure if you did or if they where pulled from somewhere.

Another possibility is that you created them a new account directly under Mozy, and not under your own partner. If that is the case, then you won't be able to see them.

Check the about for the installation on their computer and see if the root admin is the correct one (should be the same as yours).

[#5 · Accepted solution]

Thanks to everyone for replies, I finally got through to Mozy support, and it turned out that I had not checked the default group to be a manager of when setting myself up as sub-user. I don't remember being offered this, but it is there when I repeat the Add Subadmin so it must have been brain fade. The two other checkboxes are all I saw. O well.

Thanks again!