Support for Backup for Workgroups

We welcome your questions and comments about Backup for Workgroups -  before the sale, during your evaluation period and after your purchase. Please check this section to see if we have already answered your question. 

 

Backup for Workgroups is not affected by the Heartbleed bug. 

Backup for Workgroups does not use Open SSL.  The Heartbleed bug tends to affect Linux web servers that accept SSL connections.  Backup for Workgroups does not run on Linux, does not accept SSL connections, and does not use Open SSL.
 

Choose the topic below that best corresponds to your question about Backup for Workgroups.


Upgrade

The current version of Backup for Workgroups is:7.0.2 - posted February 23, 2013.

Backup for Workgroups 7.0 supports Windows Server 2012 and Windows 8.

You may need to PAY to upgrade! In a nutshell, if your BFW installation is using older license keys, you will need to pay a nominal upgrade fee. The Version 7.0 upgrade fee is based on your existing license keys and not on the version of the software you are running.  The upgrade is free to registered users who have backup client license(s) that are version 6.0 on their Backup Server.  If your license keys are version 5.0 and older then you will need to purchase an upgrade license key.

Click here to read more about the current version and how to upgrade.


Learn / How To

The following pages will help you setup Backup for Workgroups.

 


Support by Topic/Category

The following Help Pages are organized by topics.  Take a look at the categories below to see if we have a web page that answers your question.

Evaluation / Trial Software Questions

Backup Client

Backup Server

Backup Client Accounts

Manage your Backup Storage Space

Mirror

Reports

Exchange

 


Help on Error Messages

The list below shows common error message that Backup for Workgroups generates.  Click on the message below to read helpful information when you see specific error messages.

Cannot login to the Backup Server because the backup storage location is out of disk space.

The Backup Client reports it cannot write to the local database.

The Backup Client reports "Backup Stopped - Backup Server cannot write to its database files".

The backup process reports that the communication with the backup server is dropped.

The Backup Server reports "Closing the backup session for ClientName is scheduled for later, due to packet processing is busy."

The Backup Client reports "The Backup Server cannot verify the results of backing up the file ...".

Restore:

When restoring a file that is over 4GB, the Backup Client reports that it cannot restore the file because the disk is full.


Request Support

Wondering why your License Field is greyed out?  Don't ask this in a Tech Support Request, it is greyed out by design.  You learn how to enable the field ONLY when you purchase a license. When you purchase a license from Lockstep Systems you receive an email with this information. All information about how to activate the field to enter your license key is in this email that we send with the license key.  Go to the email with your license key and scroll down and read the information!

If you are running a version of Backup for Workgroups prior to the current version and you are experiencing a problem, we recommend that you upgrade to the current version before contacting technical support. There is a reason why we cut new releases - to respond to changes in the Operating System and to fix problems.  It is not uncommon to find that the problem you are experiencing has already been reported and FIXED in an upgrade.  And YES - for some people this means you might need to pay for an upgrade, and some vendors charge you every year whether you need an upgrade or not.   

So if you need to Upgrade Backup for Workgroups - Click here to go to the download page.

If you have reviewed the online support information and your topic is not covered and you would like to contact technical support, we recommend that you contact us VIA EMAIL for the quickest response.  Tech Support Requests are handled in the order in which they are received.  If you think you are special and want faster treatment, you need to send M&Ms, chocolate cookies, or PEPSI soda in cans.  A nicely worded note goes a long way, too.  But seriously, just use this online Technical Support Request form.  Note that all of the fields are required.  Warning:  Support messages that contain rude or snippy comments run the risk of being DELETED. That goes for voice mail messages also.

Your Name:

*

Your Email Address:

*

Your Phone Number:

*

Company Name:

*

Problem Description:

 

If you want a response then provide specific actionable information.

*

 

Lockstep Systems prefers to address technical support issues for Backup for Workgroups via email. Generally email is responded to faster than phone support.

We realize there are times when it is easier to answer a question over the phone so that is why we ask that you include your phone number on the Technical Support Request form.  A support representative will review your submission and determine the optimal response method.  You will either receive an email response or a call-back. 

Note - Technical Support representatives are located in Phoenix, Arizona, so we are on Mountain Standard Time.  Support personnel respond to Backup for Workgroups Technical Support Request forms during regular business hours, Monday thru Friday, 9am to 5pm MST.

However, there can be situations where Backup for Workgroups is NOT the root cause of the problem you are experiencing. If our support department suspects that the issue is a hardware or networking problem, or if the settings of another software product are interfering with the performance of Backup for Workgroups, then you may be required to contact the appropriate support provider for the device/software to resolve the underlying issue first.

WARNING - WHEN A SERVER FAILS FOR ANY REASON IT CAN PRODUCE A STRESSFUL SITUATION.  WE ARE HERE TO HELP YOU AS LONG AS YOU TREAT OUR TECHNICAL SUPPORT PEOPLE IN A FRIENDLY, PROFESSIONAL MANNER.  ABUSIVE LANGUAGE AND TAKING OUT YOUR FRUSTRATION ABOUT THE FAILED SERVER ON OUR EMPLOYEES WILL NOT BE TOLERATED.  WE RESERVE THE RIGHT TO REFUSE SERVICE TO THOSE WHO ARE ABUSIVE ON THE TELEPHONE AND MAY REVOKE YOUR BACKUP FOR WORKGROUPS LICENSE IMMEDIATELY WITHOUT ANY REFUND.

LOCKSTEP SYSTEMS DOES NOT PROVIDE REMOTE DESKTOP SUPPORT.

Why Lockstep Systems will NOT Remote Desktop into your computer.  This is because we do not provide general purpose technical support for computers that have a problem.  We provide support for Backup for Workgroups only - and in the past, each time we have provided Remote Desktop support for Backup for Workgroups it has turned into general IT support. If your computer is not performing the way you want, you should contact an IT support specialist who can provide on-site help if needed.

LOCKSTEP SYSTEMS DOES NOT PROVIDE GENERAL WINDOWS NETWORKING OR IT CONSULTING SUPPORT.

Please note that Lockstep Systems, Inc. reserves the right to change the upgrade, maintenance and technical support policies at any time without notice.

 

Everyday, thousands of corporations, non-profits, and Government agencies use Backup for Workgroups Backup Software to backup their Windows Servers!  You can too!

Here are just a few of our many customers...