Support FAQ
Here we gathered the most frequently asked questions to our technical team. You can also use the interactive guides to learn how to set up and take full advantage of software features.
If you are still in need of assistance, please contact us on our free 24/7 support line 0800 033 6633
2. Enter Username and Password
3. Select ‘Reports’ from the drop down list
A report showing the different backup sets and the amount of stored compressed data should be displayed. The ‘Stored Size’ is the amount that you are charged for.
2. Enter Username and Password
3. Select the 5th (Activity Log) button from the top left
4. Enter a the specified dates you would like to check (bottom left)
5. Select ‘Find’
6. A list of activities should be displayed on the screen
2. Enter Username and Password
1. Open the Arxcis software
2. Enter Username and Password
3. Expand any backup set
4. Right-click on the backup set and select ‘Validation’. The following ‘Validation Wizard will appear.
5. Enter the DS-Client Encryption Key(s).
Note: You will not need to enter the Account key if it is not writable.
6. Choose ‘Selective’ Validation
7. Select ‘Next’. If the following screen appears then the encryption keys entered are correct.
8. Select ‘Finish’ To exit the wizard
If you fail to validate your encryption key, pelase contact our support team on 0800 033 6633
We advise you to keep your encryption key somewhere safe and keep multiple copies with trusted staff. The key is made of at least 16 characters. Please make sure that you create a strong encryption key that is easy for you to remember.
It is easier to forget encryption keys as you do not need them to backup but only to restore data. For this reason we advise all customers to validate the encryption key periodically.
You can restore through the restore now button 
or the restore tab at the main bar. This will lead to a new window with the tree root of your folders/files. All you need to do is tick the file you want to restore and click finish.
To delete a whole backup set, right click the backup set and choose the option “Delete”.
The number of revisions you make to a file that you wish to keep online, allowing the flexibility to restore to different versions prior to the most current version.
No, the software uses a delta blocking technology that runs incremental backups, so just the change made to the file is stored and not another instance of the whole file itself.
MLR stands for “Message Level Restore”, designed for Exchange and Outlook email backup where the plugin breaks the components of the email clients into individual items. This allows great flexibility to manage the backup size of the email backups as you can select for example just the inbox for backup whereas traditionally you would have to backup the whole which includes inbox, deleted items, sent items junk emails etc. As a result of this individual emails can now be restored as opposed to restoring the whole if you just lose an email.
Yes, Arxcis is designed to fit specific backup windows. Policies can be set to designate what time to stop at, for example at 8:00am, when employees are starting to arrive, or maybe by 5:00am if there is an important batch process to run.
The main reason that accounts storage increase significantly is because data that is no longer imperative is being backed up and files that are no longer needed remain on our servers. Remember that the files will stay in our servers indefinitely unless it is deleted or retention rules are applied to make sure this is archived or removed automatically from our server after a lifecycle period established by you. Read more about information lifecycle management
You can setup a retention rule to automatically remove data from our servers after a specified number of days once it has been deleted or moved to a different location on the client side.
To watch the video about how to set up retention rules, click here
The software is build to show only files that are present in both the server end and user end. This means that deleted files that have been backed up in the past will still be stored but won’t be showing in this tab. To restore them you will need to choose the option “latest generation of data” after clicking on the advanced options.
The most common reason for backups to be incomplete is power savings functions like computer hibernating, in stand by or turned off. To solve this you will need to turn off power saving options.
Yes, with Arxcis you can backup as many computers you need with no extra costs for added machines. We only ever charge for the compressed data stored with us.
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