If you have lost the encryption key or password for your machine backup account, follow the steps below. If you need your account create key instead, see Article 1524.
Lost encryption key
Redstor cannot recover encryption keys if lost. It is not possible to recover the encryption key for an ESE account unless the group to which the account belongs has a group certificate associated with it. If there is a valid group certificate in place, follow the steps in Article 1142 to retrieve the account's encryption key.
Note: The longer the time since the last backup, the less the likelihood of keys being available for retrieval. The StorageServer keeps the key in memory after a backup and the key is only retrievable until the memory is cleared, which typically happens weekly after updates and patching (see our maintenance window schedule).
To check if the encryption key for an account is the correct one, you can use our Encryption Key Checker, which can be downloaded from our Support Utilities page.
To use the Encryption Key Checker, you will need to provide the following information:
- AccountServer (normally sp.pro.redstor.com)
- Group and account path, e.g. Home\Customers\Customer X\Servers\Server Y
- The encryption key you have for the account
You can follow the steps in Article 003 to reconnect the account.
Lost password
It is not possible to recover the original password for an ESE account, but you can change the password from the Storage Platform Console. To do this:
- Locate the account in the Console.
- Right-click the account name and select Change user password.
- Enter the new password for the account twice and click OK.
You can also change the password for the account at any time once it is reconnected by opening the ESE agent and going to Options > Account Settings > Backup Account > Change Password. Read more in Article 1129.
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