This post maybe the first in that it’s anyway negative. However the failings of Mozy to perform scheduled backups serves as a warning to those who use such services, that may not be as fail safe as one would have hoped.
Two days, a computer in the office had a bit of a hiccup. Being a bit of a workhorse, I was kind of time to give the old girl a reformat. So, I thought I would just do a quick manual back up of the software using my Mozy home subscription.
Mozy runs a bit of software on your computer and automatically updates your files, offsite on a scheduled basis.
In running the software I realised two things:
- I needed to buy more space
- the software hadn’t backed up anything for the past 30 days!
So I logged into the Mozy site and was very easily able to 225Gb of space, for $19.99/month. Super easy.
I then tried to back up the computer and it took 12hrs to back up 3Gb of data, and had another 10Gb to go before I gave up and started to route around for the old school external hard drive, which I thought Mozy would allow me to replace…
Having reformatted the computer, moved everything over to google drive, I went back to Mozy, to see how I could downgrade my account to the lowest level, for some basic files. I was told that”
You are not allowed to decrease the amount of quota that you currently have.
It’s a shame that they don’t make it as easy for me to save money as they do to charge me money.
So I contacted Mozy through their live chat, which I included below:
Chat Started: 04-27-2012 13:16:01
Jessica B: Welcome to live chat support! My name is Jessica. Can I please start by having you verify the email address associated with your account?
Jessica B: Thank you! How can I help you today?
You: hello. how can i downgrade my mozy accont?
Jessica B: What are you wanting to downgrade it to?
You: i think the minimum
Jessica B: Do you mean the 1 machine, 50 GB account?
Jessica B: According to our records, you back up a total of 199.7 GB with us. If you downgrade your account, you will have to deselect all but 50 GB of data from the Settings window in your PC.
You: that makes sense
Jessica B: Do you currently have Mozy installed? It looks like you haven't run a backup in a while.
You: well i’ve tried but it hasnt been working
You: hence the need to go an alternate route
You: i dont want to do this immediately, but I am just trying to understand the mechanics for when i want to do this
Jessica B: It hasn’t been working because you have version 1.16 installed on your computer, which we no longer support. Please log into your account via https://mozy.com/login and click on "Download Mozy". Then download version 2.12 onto your computer and your backups should work just fine from there.
You: how would i have known that?
You: i didnt receive any notification of this?
Jessica B: I didn’t say you were supposed to have known that. That is why I'm telling you now. But we did send out emails notifying our customers. I apologize if yours did not come through to your inbox.
You: sort of an important piece of information for me not to know…with me thinking that the ‘automated’ backups were doing just that no?
Jessica B: That is why it is always a good idea to monitor your backups every once in a while. Mozy is simple, automatic, and secure, but it is also unmonitored. It is up to you as the user to make sure that your backups are working fine. If they're not, we expect that you will contact support so that we can resolve your issue.
You: Well, anyway I am moving on. So I run the new (working) software, then deselect the files I dont want to a total of under 50gigs, and then how do I go about downgrading my subscription?
Jessica B: Yes, and let me go ahead and downgrade the account to a 1 machine, 50 GB account. For verification purposes, what are the last four digits of the credit card number associated with your account?
You: Earlier, I mentioned that I don’t want to do this now, but in the near future.
You: Am I able to downgrade the account from within the new (working) software
Jessica B: No, you will have to contact support to have your account downgraded. Please do so when you're ready to make that change to your account.
You: Thank you
Jessica B: You’re welcome. And thank you for using Mozy support today. As an added value I would like to introduce you to one of our preferred vendor who has offered to perform a complimentary security audit to ensure your Mozy backup and computer are running as efficient as possible. You can go to https://www.itok.net/landing/mozy/ to request the security audit. We highly recommend you take advantage of this service. Please feel free to contact us again with any further questions or concerns!