ScrappingForever Posted August 4, 2008 Share Posted August 4, 2008 I need to know, for those of you who have done a successful restore of files, were your brush, style and shape files restored, the .abr, .asl and .csh files?? Mine are all gone. I don't know if Mozy saved them or not, but they definitely didn't come back to me in the restore. This may be the last straw for Mozy. The back-up I've been doing has been crawling, and I don't have time to sit with Customer Service for weeks and weeks trying to get it figured out. Thanks ladies.... Link to comment Share on other sites More sharing options...
PhotoshopScrapper Posted August 4, 2008 Share Posted August 4, 2008 Jan, I haven't had to do a restore yet (thankfully). I'm checking my restore files now though to make sure my abrs, asls and the like are really there. Will let you know as soon as it brings up the window and I can verify. Denise Link to comment Share on other sites More sharing options...
PhotoshopScrapper Posted August 4, 2008 Share Posted August 4, 2008 Jan, I just checked my files on Mozy. They look like they're all there. Strange thing though is the date modified on ALL my files is 12/31/1969 (I have no idea why THAT would be but whatever). I hope they are able to find your files for you. These Mozy stories are scary. I've had some minor problems with them but they've always been fixed rather quickly....but this certainly makes me wonder. Sometimes the auto backup doesn't work but when I select 'start now' it kicks off fine. Last week it wouldn't back up at all. After a chat with tech support they decided they had to rebuild something on their end. Took them about 2 days to do that but once they were finished, my backups worked again. Like others, I went with Mozy because they have EHD support and Carbonite doesn't. I was trying to wait for Carbonite to have EHD support but it never seemed to come. In December, I decided that I'd go with Mozy because after 6 months of waiting on Carbonite, I just felt I couldn't wait any longer. Hope this is at least somewhat helpful to you. Denise Link to comment Share on other sites More sharing options...
ScrappingForever Posted August 4, 2008 Author Share Posted August 4, 2008 Denise, I would love for you to check after you do the restore, to make sure those files are still there. I spent a lot of time after I did my restore, making sure the file numbers on both sides were the same, so I could be sure I got everything. So it makes me wonder if maybe I didn't go down into the folders far enough...I don't know. And of course, that was on my old laptop, which I have since removed from Mozy so I could start backing up my new Mac. Sigh.....I am pretty sure I'm just going to can Mozy, and have two EHDs and Time Capsule for my back-ups. Of course, Time Capsule can't back up EHDs.....sigh..... Thanks for letting me know, Denise. Good luck with your restore! Link to comment Share on other sites More sharing options...
TracEy Posted August 4, 2008 Share Posted August 4, 2008 I have been waiting for a rep to get support from for over 20 mins now. How long does it usually take to get someone on live support? Link to comment Share on other sites More sharing options...
PhotoshopScrapper Posted August 4, 2008 Share Posted August 4, 2008 Tracy, it took me about 5 to 10 minutes last week to get a rep on chat. Wonder if they're having more problems right now. Jan, I have a back up running at the moment so didn't go completely through with the restore ... just checked to see if my files were there. I will try restoring some files when the back up is finished to test this out for you. Denise Link to comment Share on other sites More sharing options...
TracEy Posted August 4, 2008 Share Posted August 4, 2008 I am STILL waiting. What gives? Gesh! Link to comment Share on other sites More sharing options...
TracEy Posted August 4, 2008 Share Posted August 4, 2008 Ok, now I feel like AnnBK.................... TICK, TOCK, TICK, TOCK Still waiting. It's getting to be over an hour now just waiting for tech support to come on the live chat. Link to comment Share on other sites More sharing options...
PhotoshopScrapper Posted August 5, 2008 Share Posted August 5, 2008 Oh my ... that is DEFINITELY not a good sign. This is going to sound somewhat annoying ... any chance you've gotten disconnected on the chat screen somehow? I would be QUITE annoyed feeling 'stuck' to my computer waiting for them. Thank HEAVEN for SG and scrapping. That's as bad as being chained to a phone while you wait for an agent. I just went to the Mozy site, sadly they don't list their support hours. Makes me wonder if someone is even there to answer you at the moment. Sigh. Hope they answer you soon Tracey. Link to comment Share on other sites More sharing options...
TracEy Posted August 5, 2008 Share Posted August 5, 2008 finally after an hour and a half wait, they came and helped. All is good now. Wew...... I was just having an error come up, but luckily my files were still being backed up. Link to comment Share on other sites More sharing options...
cricket331 Posted August 5, 2008 Share Posted August 5, 2008 I'm at my wits end with mozy right now. I posted in another thread but I haven't been able to back up now for over a week and they are not helping me AT ALL. They keep telling me it's a problem on their end and gave me credit for next month, but that doesn't do me any good right now!! I can't wait till carbonite starts backing up EHD's because that is the only thing keeping from cancelling my account. Their customer service has been the worst I have ever dealt with. NO answers and NO solutions. I can't call right now because I'm afraid of how bad I would go off on the rep:). I'm getting ready to post a big web page about how bad the customer service has been for the last almost 2 weeks now. If your thinking of using Mozy, I would really think twice. I really don't need this right now with everything else going on I'm ready to just scream:)!!! Link to comment Share on other sites More sharing options...
kimmybutton Posted August 5, 2008 Share Posted August 5, 2008 I need to know, for those of you who have done a successful restore of files, were your brush, style and shape files restored, the .abr, .asl and .csh files?? Mine are all gone. I don't know if Mozy saved them or not, but they definitely didn't come back to me in the restore. This may be the last straw for Mozy. The back-up I've been doing has been crawling, and I don't have time to sit with Customer Service for weeks and weeks trying to get it figured out. Thanks ladies.... ***SIGH*** Doing that for you, Jan and Cricket! Believe me, I feel your pain! Link to comment Share on other sites More sharing options...
mimes1 Posted August 5, 2008 Share Posted August 5, 2008 I need to know, for those of you who have done a successful restore of files, were your brush, style and shape files restored, the .abr, .asl and .csh files?? Mine are all gone. I don't know if Mozy saved them or not, but they definitely didn't come back to me in the restore. This may be the last straw for Mozy. The back-up I've been doing has been crawling, and I don't have time to sit with Customer Service for weeks and weeks trying to get it figured out. Thanks ladies.... ***SIGH*** Doing that for you, Jan and Cricket! Believe me, I feel your pain! Jan - I had such problems with mozy that I gave it up and am waiting for Carbonite. In the meantime I have 2 EHD's. one to back up and one to run from. I'm taking my chances with that until Carbonite can do EHD's. Link to comment Share on other sites More sharing options...
Burnsie Posted August 5, 2008 Share Posted August 5, 2008 Yikes, girls! So sorry for your troubles! Hope you get it worked out soon! Link to comment Share on other sites More sharing options...
PhotoshopScrapper Posted August 5, 2008 Share Posted August 5, 2008 Denise, I would love for you to check after you do the restore, to make sure those files are still there. I spent a lot of time after I did my restore, making sure the file numbers on both sides were the same, so I could be sure I got everything. So it makes me wonder if maybe I didn't go down into the folders far enough...I don't know. And of course, that was on my old laptop, which I have since removed from Mozy so I could start backing up my new Mac. Sigh.....I am pretty sure I'm just going to can Mozy, and have two EHDs and Time Capsule for my back-ups. Of course, Time Capsule can't back up EHDs.....sigh..... Thanks for letting me know, Denise. Good luck with your restore! Jan, I just did the experiment you asked. I restored one of my .abr files. Here's what I saw ... 1 - the file on the Mozy server had that strange date of 12/31/1969 but when it restored it had the right created date of 5/28/2008 on it. 2 - I've never done a restore file with Moze before so in the window that asked for a path I navigated to the path I wanted it. What it did was go to that fold and 'recreate' the path from there. Example: The original path was c:/My Documents/Adobe/Presets/Brushes - this is what I navigated too in the Mozy window. The file was restored here - c:/My Documents/Adobe/Presets/Brushes/C/My Documents/Adobe/Presets/Brushes - it created those folders over again (is it possible this happened to you?). In comparing the original on my HD with the restored one, they are the same file name, size, and Date Modified. I pulled up the brushes in Photoshop and they were all there. I really hope this helps you and you're able to recover all your files. Denise Link to comment Share on other sites More sharing options...
ScrappingForever Posted August 5, 2008 Author Share Posted August 5, 2008 Thanks for checking, Denise. Yeah, the restores create the same paths. I found that part kinda frustrating, because I wasn't sure at first what it was doing. But regardless, the abrs aren't there. All gone....and they aren't on Mozy now, because I took that computer off of the list and added my Macbook. Sigh.... Link to comment Share on other sites More sharing options...
kimmybutton Posted August 5, 2008 Share Posted August 5, 2008 ***SIGH*** wish there was more i could do... Link to comment Share on other sites More sharing options...
NS_Scrapper Posted August 5, 2008 Share Posted August 5, 2008 Sounds frustrating, to say the least. I hope that you get it all fixed without too much heartache. hugs Link to comment Share on other sites More sharing options...
HisThao Posted August 5, 2008 Share Posted August 5, 2008 I'm so sorry about this, Jan. I hope you find a solution that works for you. I tried Mozy for a week or so but after getting no response from customer service after four attempts, I cancelled my subscription. Link to comment Share on other sites More sharing options...
kimmybutton Posted August 6, 2008 Share Posted August 6, 2008 Jan, you're going to love this! I contacted Mozy via live chat support to request the refund for the remainder of my subscription as well as a refund for the months of May-July (when all the problems began). Now get ready....the support person asked me if I had ever contacted them before. He asked for my email address. He could not find any history of any support conversations...by email or live chat. I couldn't believe it! I have had to send them, by email, documentation of their support chats with me. Don't you find it rather ironic that I am having to provide them with the backups of these support threads???!!!!! I politely said that to the representative. Have sent them the info and am waiting for their response. UNBELIEVABLE!!! Link to comment Share on other sites More sharing options...
ScrappingForever Posted August 7, 2008 Author Share Posted August 7, 2008 Oh brother! Does that mean that if they didn't have record of the support threads, then they wouldn't issue a refund??? I haven't tried to get the refund yet. We just set up our Time Capsule, and it's backing the laptop up fine. It's "supposed" to be able to do the EHD, according to some threads I've read on other sites, but it doesn't seem to be doing it. So we're making a trip to the Genius Bar tonite. I'm also going to ask if there is a way to change the black thumbnail backgrounds in iPhoto to white. I can't see my brushes when the thumbnail is black! Keep me posted with what happens, Kim. Link to comment Share on other sites More sharing options...
kimmybutton Posted August 7, 2008 Share Posted August 7, 2008 Yup...my rep said no refund if there was no proof...rep's name was Joshua (JoshT). Waiting for response...had kept records and sent them. Good luck tonite...I'll wait to see what happens. All I have done so far on my laptop is install the iWorks. I haven't even transferred my email. Working from 2 laptops at present. Doing things as I have time...don't want to stress myself out over any of this. Link to comment Share on other sites More sharing options...
DevinKnighton Posted August 12, 2008 Share Posted August 12, 2008 I am sorry about the experience you all have had with Mozy. We have had challenges with out support team and it has been a top priority to improve our support. It's getting better, though. In the meantime, if any of you need help with your Mozy service, you can reach me directly or at least copy me on your requests to support. I'm the public relations director and will help make sure you get the help you deserve. You can reach me by going to the contact us page at Mozy and finding my e-mail address there. I've helped some of the members here and am willing to help any one else who has a question or an issue with the Mozy service Devin Knighton Mozy, Inc, an EMC Company Link to comment Share on other sites More sharing options...
carych Posted August 13, 2008 Share Posted August 13, 2008 Devin - I am a Mozy user who has not, thankfully, had any problems. I so appreciate your support should I ever need it! Link to comment Share on other sites More sharing options...
caprimom Posted August 13, 2008 Share Posted August 13, 2008 I am sorry about the experience you all have had with Mozy. We have had challenges with out support team and it has been a top priority to improve our support. It's getting better, though. In the meantime, if any of you need help with your Mozy service, you can reach me directly or at least copy me on your requests to support. I'm the public relations director and will help make sure you get the help you deserve. You can reach me by going to the contact us page at Mozy and finding my e-mail address there. I've helped some of the members here and am willing to help any one else who has a question or an issue with the Mozy service Devin Knighton Mozy, Inc, an EMC Company Woo hoo! The power of Scrap Girls! I love it when the company actually responds to complaints. I have Mozy and I was getting a sinking feeling as I was reading this thread but I love when the company responds and admits that hey..we have a problem here but we are working on it. I had to do that w/my bank through ripoffreport.com. Thanks Devin @Mozy and go ScrapGirls!! Link to comment Share on other sites More sharing options...
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