[#1]

Ok, I subscribed to Mozy exactly 1 month ago as computer was getting buggy. Was impressed by the fact that it backs itself up on a regular basis, I felt secure. Hard drive fails, install new hard drive, format, then go to retrieve my saved files and the fun begins...

I have a relatively small amount of info (compared to some of the other clients here..3.4 GB), so my download is divided into 2 large files. After being notified of my download availability, I start to download file 1. Takes over 4 hrs, but it finishes and I try to open it and get an error stating that the file is not accessable. So I start a chat and the tech says that it is because I pressed "open" as opposed to "save as" during download and that I would get (!!) to start my process over again, which I do. ( Of course, there exists no instructions telling me to "open" as oppose to "save to"). Then, I decide to "extract" my  "incorrectly" download file just to see what would happen. I get a different message saying that the permissions are not correct. So i start another chat.

downloaded java, web ex and a download manager before the remote crashed, necessiating a hard start. Right now, I have waited over 1 hr to go from #9 to #3 in queue... and I still don't have my files.

[#2]

I am in the "queue" right now waiting for an answer myself. Not to mention I couldn't even figure out how to use Mozy, they just charged me another year without telling me ahead of time.   I could barely figure out the help sight.  grrrr....thanks for letting me vent.

[#3]

I think that if I were to do this again, I would opt for the Mozy Pro until I did my first file restore, such that I could have a person to talk to while learning the ropes, as it were.

If you purchase Mozy Home, my experience is that you should be prepared for very long waits in queue and conflicting answers as to how to solve your issues. Perhaps another alternative is to practice file restores BEFORE your computer goes down, so that you know the system when your computer goes down.

Ultimately, my 1.8 GB download took 12 hrs. I did learn ( by exploring) that if you go into "settings" you can adjust your  download bandwith and speed it up. This will come at the cost of computer performance during the download.

The very frustrating thing is that there appears to be no systemic approach to the organization of information on this site. I am going to look into the other online back-up company as a possible alternative.

[#4 · Accepted solution]

It seems you had a really unpleasant experience while restoring your data.

I could see you managed to download this file finally, after getting help through the chat.

I would recommend to use a download manager on your machine to speed this process up:

Use Firefox with a download manager

1: If you don't have the Firefox web browser installed, go to www.mozilla.com/firefox/ and install the application on your machine.

2: Using Firefox, navigate to the following link: https://addons.mozilla.org/en-US/firefox/addon/201 , this is a download manager for Firefox, called DownThemAll, which allows downloads to pause/resume at any time, even after the connection is lost.

3: Select "Add to Firefox" and follow the on screen instructions to install the tool.

4: Once the tool is installed with Firefox, login to your Mozy account at https://mozy.com/login and select the download link for the restore.

5: Download the restores using the Firefox Add-on, DownThemAll.

Using a third party download manager

You can try use a dedicated download manager like Free Download Manager for Windows from http://www.freedownloadmanager.org/ or JDownloader for Mac from http://jdownloader.en.softonic.com/mac.

Or to bypass this process, once MozyHome is reinstalled, you can use the in-client feature described here:

http://mozy.force.com/support/mozyKnowledgeArticle?DocID=74137

Following this, you should be able to restore your files as fast as your internet connection permits it.

Thanks.

[#5]

Thank you Regis for your interest in the issue.

I will research the download that you suggest. I have a new hard drive in my computer, which neccesitated restoriing my files via Mozy. One thing that I now practice is to research new software before installing and keeping a log of new software installed in the event that the new software causes problems or instability. One of the Mozy techs suggested a download (FastGet or something similiar) and it caused my computer to crash.

I appreciate that Mozy employees take time to post on this forum.

After doing research on the other major on-line back-up service, it seemed that they suffer from some of the same issues that I encountered here.

If anyone is interested, here is what I have learned:

-Become as familiar as possible with Mozy prior to your computer going down. If you need your files fast, it may not happen, given the lack of customer support and the download speed;

-Continue to use an alternate system. I have a back-up system at home, but I became lazy due to the fact that Mozy was backing up my stuff automatically. That way you still can get to your stuff quickly if need be;

-Make sure that you back-up your Firefox bookmarks. When my initial back-up occured, I checked the saved items and saw one that said Firefox Bookmarks. However, I think Mozy only saves the shortcut to get to the bookmarks, not the bookmarks themselves. Google "save firefox bookmarks" and you will find out how. This is important, otherwise, say good-bye to all your firefox bookmarks.

[#6]

We are handling the forum more often from now, hoping to help users needing a hand.

>If you need your files fast, it may not happen, given the lack of customer support and the download speed;

Best practice is to use the in-client restore or your virtual drive within "My Computer"

>Continue to use an alternate system

We implemeted the local backup feature since the 2.x client. You can now backup locally and online using an external drive.

You can then control the 2 backups using the same software. Client restore will be as fast as your drive can.

>-Make sure that you back-up your Firefox bookmarks. 

I double checked and saw the "Firefox favorites" default backup set will backup the bookmarks.html within all the profiles found on the machine.

That should be enough to back them up properly. A confusion could still be done though with the "IE favorites".

Thanks.

[#7]

wow, bummer your not happy with Mozy....it has saved my bacon several times. I have a lot of friends that I installed mozy on their computers due to their lack of maintenance and I am guessing 4 in the last 5 months had to do a restore...as  for me, I have had a couple of my personal/ use for self employeed business computers hard drives crash, one is an old antique computer and the other was a 5 month old laptop...replaced both hard drives within a month of each other. And again, the restores downloaded and restored with no problems. I had a 256k dsl connection, due to some other large downloads I bumped it to the max available of 768k , that made a big difference I noticed on the last restore. I do set my power settings to not shut the computer off and set my win updates to not download and install while downloading the restore...I also shut a few of my other auto download programs off....pretty much leaving my restore download to save as fast as possible. I will admit your first sentence refering to your computer "getting buggy" it has been my experience that trojans and virus's cause things to move exceptionally slow....hope things get better for you