[#1]

One of our users lost his laptop and we transferred his Lenovo online backup license key to new machine. We managed to restore the files from old backup sets however all the files were encrypted and unable to open it. Is there any way to retrieve the encryption key to decrpyt the files? Thanks.

[#2]

The encryption key is not stored on Mozy's servers. If this key is misplaced, you will be unable to decrypt your files. Here's the knowledge base article outlining this policy: What should I do if I lose my private encryption key?

[#3]

Thanks for your reply Brian. I checked client configuration on web console (see attached screen capture) and it shown we are using the encryption key which generated randomly and from the explanation it said the key is stored on Lenovo online backup server.

[#4]

Did you run the replace machine option before attempting the restore? Usually after running the replace machine option it should pull the encryption key from the previous machine and decrypt the key accordingly after running the in-client restore method.

[#5]

No I didn't. But I entered the license key for old computer when I installed client on new one. I able to browse and restore the files. And I saw the computer name had been changed to new one on web console. I tried to do replace machine but I couldn't find the old machine name on the list.

[#6 · Accepted solution]

I created a case for you on this one. I know how to fix it, but it's more complicated than what can be handeled in the forum.

[#7]

Can you advise me the case number for reference? Thanks

[#8]

I have sent you a private email with the case number.