HP Connected Backup 8.8.1 Administering PC Agents Guide (English)

HP Connected Backup
Administering PC
Agents
Version 8.8.1
Document Revision 0
1 May 2014
Copyright Notice
Notice
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Acknowledgements
RSA Data Security, Inc. MD5 Message-Digest Algorithm; zlib general purpose compression library, Jean-loup Gailly and Mark Adler; Info-ZIP,
more information at ftp://ftp.info-zip.org/pub/infozip/license.html; HTML-to-RTF Pro DLL 1.8 © 2002-2007 SautinSoft.
06 May 2014
Contents
About This Document ...............................................................................................................11
Documentation Updates...............................................................................................................11
Related Documentation............................................................................................................... 13
Conventions ................................................................................................................................ 14
Notational Conventions ........................................................................................................ 14
Command-line Syntax Conventions ..................................................................................... 15
Notices ................................................................................................................................. 16
Product References .................................................................................................................... 17
Autonomy Customer Support ...................................................................................................... 17
Contact Autonomy....................................................................................................................... 18
Chapter 1
Agent Overview ......................................................................................................................... 19
The Role of the Agent ................................................................................................................. 19
Support Center............................................................................................................................ 20
Support Center Interface ...................................................................................................... 20
Nodes ............................................................................................................................ 21
Communities and Subcommunities ............................................................................... 22
Technicians .......................................................................................................................... 22
Communities ........................................................................................................................ 22
Agent Configurations ........................................................................................................... 23
Rules ................................................................................................................................... 23
Reports ................................................................................................................................ 23
Inheritance of Support Center Objects ................................................................................. 23
Open Support Center ........................................................................................................... 24
Internet Explorer Preparation for FDCC Environments ........................................................ 24
SCBrowserUtils.dll Signed ActiveX Control ................................................................... 25
Adobe SVG Viewer NPSVG3.dll ActiveX Control .......................................................... 26
Java Runtime Environment (JRE 1.5/1.6) ...................................................................... 26
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Agent Accounts ........................................................................................................................... 26
Agent Connections to Data Centers ............................................................................................ 27
Agent Connection Properties ............................................................................................... 27
Proxy Servers ....................................................................................................................... 28
Connect Through a SOCKS Proxy Server ..................................................................... 28
Connect Through a Non-SOCKS Proxy Server .............................................................. 28
Connect Through Firewalls ............................................................................................ 29
Network Interruptions ........................................................................................................... 29
Agent Deployment Tasks............................................................................................................. 29
Create Communities and Subcommunities .......................................................................... 30
Specify Properties and Settings ........................................................................................... 30
Distribute the Agent Software ............................................................................................... 30
Register and Install the Agent .............................................................................................. 31
Chapter 2
Set Up Communities and Accounts ................................................................................... 33
Communities................................................................................................................................ 34
Communities in Support Center ........................................................................................... 34
The Default Community ........................................................................................................ 34
New Communities ................................................................................................................ 34
Subcommunities .......................................................................................................................... 35
Create Subcommunities ....................................................................................................... 36
Agent Accounts in Subcommunities ..................................................................................... 36
Disable Registration in Communities .................................................................................... 36
Manage Accounts ....................................................................................................................... 37
View an Account Number ..................................................................................................... 37
View Account Information ..................................................................................................... 38
Change Account Status ........................................................................................................ 39
Managing General Account Functions ........................................................................................ 40
Reserve Accounts ................................................................................................................ 41
Change the Primary Server for an Account .......................................................................... 41
Ordering Account Images on Media ..................................................................................... 42
Change an Agent Configuration ........................................................................................... 42
Send Informational Messages to Agents .............................................................................. 42
Display Backup Messages ................................................................................................... 43
Enabling the Display of the Agent Status Icon ...................................................................... 44
Agent Security ............................................................................................................................. 44
Technician Accounts ................................................................................................................... 45
Licenses for Agent Accounts ....................................................................................................... 46
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How Licenses Affect the Support Center Display ................................................................. 46
License Inheritance and Allocation ...................................................................................... 47
Used and Unused Licenses ................................................................................................. 47
Licensed Features for Communities .................................................................................... 48
Feature State Inheritance .............................................................................................. 48
Expired Licenses ................................................................................................................. 48
Effect of Licenses on Accounts and Communities ............................................................... 49
Manage Licenses and Licensed Features .................................................................................. 50
License Allocation Examples ............................................................................................... 50
Inherited Licences ......................................................................................................... 51
Allocated Licenses ........................................................................................................ 51
Licenses Allocated to Subcommunities ......................................................................... 52
Allocate Licenses ................................................................................................................. 53
Enable or Disable Licensed Features .................................................................................. 54
Apply Bandwidth Throttling During Agent Backups .................................................................... 54
Chapter 3
Create Agent Configurations ............................................................................................... 57
About Agent Configurations ........................................................................................................ 57
Configuration Components.......................................................................................................... 58
Profile and Website Settings ................................................................................................ 58
Agent Versions .................................................................................................................... 58
Agent Settings ..................................................................................................................... 59
Agent Rule Sets ................................................................................................................... 59
Default Agent Configuration ................................................................................................. 59
Create an Agent Configuration ................................................................................................... 60
Allocate Licenses .......................................................................................................... 60
Create an Agent Version ............................................................................................... 61
Create Agent Settings ................................................................................................... 61
Create Profile and Website Settings .............................................................................. 62
Create an Agent Rule Set .............................................................................................. 62
Create the Agent Configuration ..................................................................................... 63
Chapter 4
Create Agent Rule Sets .......................................................................................................... 65
Rule Types .................................................................................................................................. 66
The Rule Matching Process ........................................................................................................ 66
Rule Logic ............................................................................................................................ 67
Rule Precedence ................................................................................................................. 69
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Rule Categories........................................................................................................................... 70
Create Rules................................................................................................................................ 70
Best Practices for Creating Rules ......................................................................................... 70
Use Rule Sets ...................................................................................................................... 71
Rules Page .......................................................................................................................... 71
Use the Agent Rules Wizard ................................................................................................ 73
Chapter 5
Agent Security Features ......................................................................................................... 75
Encryption ................................................................................................................................... 75
Access Control List Management ................................................................................................ 76
Unauthorized Access Prevention................................................................................................. 76
Security Certificates ............................................................................................................. 76
Password Protection for Retrieval ........................................................................................ 77
Prevent Access to Files on a Lost or Stolen Computer ........................................................ 77
Chapter 6
Brand Product Components ................................................................................................. 79
Branding Overview ...................................................................................................................... 79
Agent Branding Options ....................................................................................................... 80
Support Center Branding Options ........................................................................................ 82
Account Management Website Branding Options ................................................................ 83
Branding Options for Agents........................................................................................................ 83
Brand the Agent Splash Screen ........................................................................................... 84
Branding in the Agent Installation Wizard ............................................................................. 86
Branding Options in the Agent User Interface Window ......................................................... 87
Brand the Welcome to the Agent Window ...................................................................... 87
Brand the Enter Password Dialog Box ........................................................................... 88
Brand the Synchronizing Window .................................................................................. 89
Brand the Agent Console ............................................................................................... 90
Brand the About Window ............................................................................................... 91
Brand the Shortcut Menu for the Agent Status Icon ....................................................... 92
Branding Options for Support Center........................................................................................... 92
Inherited Branding ................................................................................................................ 92
Brand the Support Center Sign In Page ............................................................................... 93
Brand the Change Password Dialog Box ............................................................................. 94
Brand the Support Center Interface ...................................................................................... 95
Branding Options for the Account Management Website ............................................................ 96
Brand Product Components ........................................................................................................ 97
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Requirements for Agent Graphics ........................................................................................ 97
Requirements for Support Center Graphics ......................................................................... 98
Requirements for Account Management Website Graphics ................................................. 98
Technician Account Requirements ...................................................................................... 98
Start the Branding Process .................................................................................................. 99
Gain Access to Branding Communities .............................................................................. 100
Chapter 7
Deploy Account Management Website .......................................................................... 101
Overview of Account Management Website.............................................................................. 101
Deploy Account Management Website ..................................................................................... 102
Ensure Security ................................................................................................................. 103
Edit the Terms of Use and Privacy Pages .......................................................................... 103
Set the Default URL for Registration and Sign In ............................................................... 104
Set up User Access ........................................................................................................... 104
Set up Technician Access .................................................................................................. 104
Account Credentials .................................................................................................................. 105
Legacy PC Agent Accounts ............................................................................................... 105
Account Credential Management ....................................................................................... 106
Account Management Website Interface................................................................................... 106
Welcome Page .................................................................................................................. 107
Registration Page .............................................................................................................. 108
Sign In Page ...................................................................................................................... 109
Summary Page ...................................................................................................................110
MyRoam..................................................................................................................................... 111
License and Permission Requirements ...............................................................................112
MyRoam Installation ...........................................................................................................112
Enable MyRoam .................................................................................................................112
Enable MyRoam for Individual Accounts .............................................................................113
Chapter 8
Agent Interfaces ....................................................................................................................... 115
Overview of the Agent Interfaces ...............................................................................................116
Agent Startup Wizard .................................................................................................................117
Agent User Interface ................................................................................................................. 122
Agent Main Window ........................................................................................................... 123
Agent User Interface Components ..................................................................................... 124
Use the Agent User Interface ............................................................................................. 125
Agent Command-line Interface.................................................................................................. 126
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Use the UpdateProfile Command ....................................................................................... 126
Chapter 9
File Backup ................................................................................................................................ 129
The Backup Process ................................................................................................................. 129
Disk Scan ........................................................................................................................... 130
File Analysis ....................................................................................................................... 130
Modified File Identification ........................................................................................... 131
Modified Mail File Identification .................................................................................... 131
File Preparation ........................................................................................................... 132
Connection to the Data Center ........................................................................................... 132
Transmission of Files ......................................................................................................... 133
Record of Backup Results .................................................................................................. 133
Connected EmailOptimizer Information ..................................................................................... 134
Back up Encrypted Files, Metadata, and Attributes ................................................................... 135
Backup Settings......................................................................................................................... 137
Use the Agent User Interface to Back Up Files ......................................................................... 139
Back Up Panel ................................................................................................................... 140
View History Dialog ............................................................................................................ 141
Backup Monitoring ............................................................................................................. 141
Back Up Files Using the Backup Command ............................................................................. 142
Requirements for Backing Up Open Files .......................................................................... 143
Backup Command Syntax .................................................................................................. 143
Backup Command Options ................................................................................................ 143
Backup Command Example ............................................................................................... 143
Chapter 10
File Retrieval ............................................................................................................................. 145
The Retrieval Process ............................................................................................................... 145
File Repackaging ............................................................................................................... 146
E-mail Notification .............................................................................................................. 146
Support for Encrypted Files, Metadata, and Attributes............................................................... 146
Retrieval of Encrypted Files ............................................................................................... 146
Retrieval of Sparse Files .................................................................................................... 147
Retrieval of Multistream Files ............................................................................................. 147
Retrieval of Reparse Points ................................................................................................ 147
Retrieval of Security Descriptors ........................................................................................ 147
Retrieval of Open Files ....................................................................................................... 147
Retrieve Files Using the Agent User Interface ........................................................................... 148
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Retrieve Panel ................................................................................................................... 148
Retrieve Permissions ......................................................................................................... 149
File Selection ..................................................................................................................... 150
Destination Options ........................................................................................................... 150
File Name Conflict Options ................................................................................................ 150
Retrieve Files Using the Retrieve Command............................................................................. 151
Retrieve Command Syntax ................................................................................................ 151
Retrieve Command Options ............................................................................................... 152
Examples of How to Use the Retrieve Command .............................................................. 155
Retrieve a Single File .................................................................................................. 155
Retrieve a Single File and Specify Date and Time ....................................................... 156
Specify a Retrieve Location ......................................................................................... 156
Retrieve Files Only in a Top-level Folder ..................................................................... 156
Retrieve All Files in a Backup Set ................................................................................ 156
Retrieve Data from Media ......................................................................................................... 156
Use the Retrieve Tab to Retrieve Data from Media ............................................................ 157
Use the Agent Command-line Interface to Retrieve Data from Media ................................ 158
Retrieve Data Using MyRoam .................................................................................................. 158
The MyRoam Retrieval Process ........................................................................................ 158
Files That You Cannot Retrieve ......................................................................................... 159
Select Files for Retrieval .................................................................................................... 160
Retrieve Files ..................................................................................................................... 162
Chapter 11
Agent Account Images on Media ..................................................................................... 165
Account Image Overview .......................................................................................................... 165
Order Media .............................................................................................................................. 166
The Media Ordering Process ............................................................................................. 166
Order Media from Support Center ...................................................................................... 167
Order Media from the Account Management Website ....................................................... 168
Chapter 12
Agent History and Reports ................................................................................................. 169
Agent History............................................................................................................................. 169
View Agent History in the Agent Interface .......................................................................... 170
Support Center Reports ............................................................................................................ 174
Default Reports .................................................................................................................. 174
Report Components ........................................................................................................... 175
Create Report Templates ................................................................................................... 176
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Generate and View Reports ............................................................................................... 176
View Charts ........................................................................................................................ 177
Save Report Results in XML .............................................................................................. 177
Create Account Groups ...................................................................................................... 177
Index ............................................................................................................................................. 179
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About This Document
This document is for system administrators and Data Center technicians. To read
this document, you must be familiar with your Data Centers and the Microsoft
Windows® operating system.

Documentation Updates

Related Documentation

Conventions

Product References

Autonomy Customer Support

Contact Autonomy
Documentation Updates
The information in this document is current as of HP Connected Backup version
8.8.1. The content was last modified 1 May 2014.
You can retrieve the most current product documentation from the HP Autonomy
Knowledge Base on the Customer Support Site.
A document in the Knowledge Base displays a version number in its name, such
as IDOL Server 7.5 Administration Guide. The version number applies to the
product that the document describes. The document may also have a revision
number in its name, such as IDOL Server 7.5 Administration Guide Revision 6.
The revision number applies to the document and indicates that there were
revisions to the document since its original release.
Autonomy recommends that you periodically check the Knowledge Base for
revisions to documents for the products your enterprise is using.
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To access Autonomy documentation
1. Go to the Autonomy Customer Support site:
https://customers.autonomy.com/
2. Click Login.
3. Type the login credentials that you were given, and then click Login.
The Customer Support Site opens.
4. Click Knowledge Base.
The Knowledge Base Search page opens.
5. Search or browse the Knowledge Base.
To search the knowledge base:
a. In the Search box, type a search term or phrase and click Search.
Documents that match the query display in a results list.
To browse the knowledge base:
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Filter.
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6. To open a document, click its title in the results list.
To download a PDF version of a guide, open the PDF version, click the
Download icon
in the PDF reader, and save the PDF to another location.
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Related Documentation
To download a documentation ZIP package, click Get Documentation
Package under the document title in the results list. Alternatively, browse to
the desired ZIP package by selecting either the Packages document Type or
the ZIP document Format from the Browse list.
Autonomy welcomes your comments.
To send feedback on Autonomy documentation
 send e-mail to AutonomyTPFeedback@hp.com
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provide:
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Related Documentation
The following documents provide more details on Connected Backup:

Connected Backup Product Overview

Connected Backup Installing PC Agents

Connected Backup Installing Mac Agents

Connected Backup Administering Mac Agents

Connected Backup Installing the Data Center

Connected Backup Administering the Data Center

Connected Backup Upgrading the Data Center

Connected Backup Data Center Disaster Recovery

Connected Backup Account Management Web Services Development

Connected Backup DataTransfer API Administration Guide

Connected Backup Management API Administration Guide

Connected Backup for PC Agent Quick Start

Connected Backup for Mac Agent Quick Start
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
Connected Backup Web Services Programming Reference

Connected Backup Release Notes

Connected Backup Agent Version Matrix

Connected Backup Interoperability Matrix

Connected Backup Requirements Matrix

Connected Backup Application Localization Matrix

Connected Backup Documentation Localization Matrix
In addition, all Connected Backup applications include online help.
Conventions
The following conventions are used in this document.
Notational Conventions
This document uses the following conventions.
Convention
Usage
Bold
User-interface elements such as a menu item or button.
For example:
Click Cancel to halt the operation.
Italics
Document titles and new terms. For example:
 For more information, see the IDOL Server
Administration Guide.
 An action command is a request, such as a query or
indexing instruction, sent to IDOL Server.
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Conventions
Convention
Usage
monospace font
File names, paths, and code. For example:
The FileSystemConnector.cfg file is installed in
C:\Program Files\FileSystemConnector\.
monospace bold
monospace italics
Data typed by the user. For example:

Type run at the command prompt.

In the User Name field, type Admin.
Replaceable strings in file paths and code. For
example:
user UserName
Command-line Syntax Conventions
This document uses the following command-line syntax conventions.
Convention
Usage
[ optional ]
Brackets describe optional syntax. For example:
[ -create ]
|
Bars indicate “either | or” choices. For example:
[ option1 ] | [ option2 ]
In this example, you must choose between option1
and option2.
{ required }
Braces describe required syntax in which you have a
choice and that at least one choice is required. For
example:
{ [ option1 ] [ option2 ] }
In this example, you must choose option1, option2,
or both options.
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Convention
Usage
required
Absence of braces or brackets indicates required
syntax in which there is no choice; you must type the
required syntax element.
variable
Italics specify items to be replaced by actual values. For
example:
<variable>
-merge filename1
(In some documents, angle brackets are used to denote
these items.)
...
Ellipses indicate repetition of the same pattern. For
example:
-merge filename1, filename2 [, filename3
... ]
where the ellipses specify, filename4, and so on.
The use of punctuation—such as single and double quotes, commas, periods—
indicates actual syntax; it is not part of the syntax definition.
Notices
This document uses the following notices:
CAUTION A caution indicates an action can result in the loss
of data.
IMPORTANT An important note provides information that is
essential to completing a task.
NOTE A note provides information that emphasizes or
supplements important points of the main text. A note supplies
information that may apply only in special cases—for example,
memory limitations, equipment configurations, or details that
apply to specific versions of the software.
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Product References
TIP A tip provides additional information that makes a task
easier or more productive.
Product References
This document references the following product:

HP Connected Backup
Autonomy Customer Support
Autonomy Customer Support provides prompt and accurate support to help you
quickly and effectively resolve any issue you may encounter while using
Autonomy products. Support services include access to the Customer Support
Site (CSS) for online answers, expertise-based service by Autonomy support
engineers, and software maintenance to ensure you have the most up-to-date
technology.
To access the Customer Support Site
 go to https://customers.autonomy.com
The Customer Support Site includes:

Knowledge Base: The CSS contains an extensive library of end user
documentation, FAQs, and technical articles that is easy to navigate and
search.

Case Center: The Case Center is a central location to create, monitor, and
manage all your cases that are open with technical support.

Download Center: Products and product updates can be downloaded and
requested from the Download Center.

Resource Center: Other helpful resources appropriate for your product.
To contact Autonomy Customer Support by e-mail or phone
 go to http://www.autonomy.com/work/services/customer-support
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Contact Autonomy
For general information about Autonomy, contact one of the following locations:
Europe and Worldwide
North and South America
E-mail: autonomyinfo@hp.com
E-mail: autonomyinfo@hp.com
Telephone: +44 (0) 845 270 4567
Telephone: 1 415 243 9955
Fax: 1 415 243 9984
Autonomy Corporation plc
Cambridge Business Park
Cowley Rd
Cambridge CB4 0WZ
United Kingdom
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One Market Plaza
Spear Tower, Suite 1900
San Francisco CA 94105
USA
HP Connected Backup Administering PC Agents
CHAPTER 1
Agent Overview
This chapter explains the role of the Agent, the components that comprise the
Agent, and how to deploy the Agent.

The Role of the Agent

Support Center

Agent Accounts

Agent Connections to Data Centers

Agent Deployment Tasks
The Role of the Agent
The Agent is a software that you install and configure on client computers . You
use the Agent to back up files on the client computers and to retrieve files that you
previously backed up.
Every Agent has an account in the Data Center. The account contains information
about the Agent configuration.
The Agent sends files to the Data Center for backup. To perform a backup, the
Agent scans the hard drives of the computer on which it resides for files that
require backup. Next, the Agent contacts the Data Center to initiate a backup
session. The Agent prepares the files for backup and notifies the Data Center if
users have deleted previously backed-up files since the last backup session.
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To retrieve or restore files, the Agent requests the files from the Data Center, then
downloads or restores the files to the client computer.
The Agent initiates communication with the Data Center. The Data Center cannot
contact an Agent independently.
IMPORTANT The Agent does not support multi-user environments.
Although you can install the Agent on a computer that hosts more than
one user account, you can only associate one user account with the
Agent. Additionally, more than one user account on a computer that hosts
the Agent can cause problems during file retrieval and backups.
Support Center
Support Center is a Web-based management application that technicians use to
manage Agent configurations and accounts. You can use Support Center from
any computer with a supported browser and a network or Internet connection. For
the list of supported browsers, refer to the Connected Backup Requirements
Matrix.
Use Support Center to manage the following information:

Technician accounts

Communities and Agent accounts
 Agent settings
 Agent profile and Web site settings
 Agent versions
 Agent rules

Reports
Support Center Interface
The Support Center interface consists of two panes.
The left pane displays a hierarchical tree that represents the organization of Agent
accounts on your Data Center (if you host your Data Center) and your
communities.
The right pane displays information relevant to the node that you select in the left
pane.
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Support Center
The following figure shows the Support Center interface.
Nodes
The following table describes the major nodes and subnodes in the Support
Center interface:
Item
Description
Top-level node
Expand the top-level node to view the nodes and subnodes in the
tree. The top-level node uses the Data Center server name and is
the top-level community.
Accounts
Find and display information about the user accounts in your Data
Center.
Technicians
Create and modify logon accounts for technicians who use Support
Center.
Report
Templates
Create templates to generate reports that track account use and
other statistics.
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Item
Description
Reports
Display report results after you use the Report Templates node to
generate a report.
Legacy PC
Configurations
Use the Configuration Summary page to create, edit, and view
version 7.x or earlier PC Agent configurations.
Configurations
Create, edit, and view Profile and Website settings, Mac Agent
configurations and version 8.0 or later PC Agent configurations.
Communities and Subcommunities
You can create communities and subcommunities to organize accounts. A
community appears as a node below the top-level node. A subcommunity appears
as a subnode below a community node.
The following figure shows Subcommunity 1 under Community 1.
Each community and subcommunity has its own Accounts, Technicians,
Configurations, Report Templates, and Reports nodes.
Technicians
Technicians include Data Center administrators, Information Technology
individuals, Technical Support individuals, and others who support your user
community. To use Support Center to perform administrative tasks, a technician
must create a technician account. A technician can give the account as many
permissions as necessary, and can delegate different tasks to supporting
personnel.
For more information, see “Set Up Communities and Accounts” on page 33.
Communities
A community is a group of accounts with a common element. You can create
communities based on department, office location, Agent configuration, or any
category that helps you manage your accounts efficiently.
For more information, see “Set Up Communities and Accounts” on page 33.
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Support Center
Agent Configurations
An Agent configuration is a set of settings and features that you want to apply to
one or more Agents. You can create configurations to meet enterprise needs such
as a backup schedule, security, and features. After you create an Agent
configuration, users can go to the Account Management Website to download an
Agent Setup file that uses the configuration. The Agent Setup applies the
configuration settings when users employ it to install an Agent, recover an Agent
account, or upgrade an Agent. Alternatively, you can install the Agent Setup file on
client computers.
For more information, see “Create Agent Configurations” on page 57.
Rules
The Agent uses rules to determine which files to back up. When you build an
Agent configuration, you must assign a rule set.
For more information, see “Create Agent Rule Sets” on page 65.
Reports
You can use Support Center to create and run reports about the use and status of
accounts. You can run reports once or regularly. You can configure reports to
include charts. You can save reports in XML format.
For more information, see “Agent History and Reports” on page 169.
Inheritance of Support Center Objects
A Support Center object can be an Agent configuration, a report template, or a
technician account. The inheritance feature lets you use top-level objects in all
subcommunities. In other words, when you create objects in a community, the
objects apply to the community and its subcommunities.
Support Center displays inherited objects in the left pane in regular text. It displays
objects that you create in the community in bold text. You cannot edit the inherited
objects. However, you can edit the objects you create.
Duplicate Object Names
Because communities contain inherited objects and objects that you create, a
community can contain multiple objects that have the same name.
For example, if a parent community has a configuration named Finance, its
subcommunity inherits that configuration. You also can create a new configuration
in the subcommunity named Finance. Support Center displays the inherited
community in regular text and the configuration you create in bold text.
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As a best practice, use unique names or unique descriptions for all objects you
create.
Open Support Center
You can open Support Center from any computer with Internet Explorer 6.0 or
later and a network or Internet connection.
Open Support Center in the following ways:

Subscription users. Open a Web browser, and then enter the URL that the
enterprise that hosts the Data Center provides.

Licensed users. Open a Web browser, and then enter a URL in one of the
formats described in the following table:
SSL Status
SSL is enabled
SSL is not
enabled
Using DNS or WINS to store
server names
Not using DNS or WINS to
store server names
https://server_name/
supportcenter/
https://ip_address/
supportcenter/
where server_name is the name
of the server that hosts Support
Center
where ip_address is the IP
address of the Support Center
server
http://server_name/
supportcenter/
http://ip_address/
supportcenter/
where server_name is the name
of the server that hosts Support
Center
where ip_address is the IP
address of the Support Center
server
Internet Explorer Preparation for FDCC Environments
You must install the following applications in a Federal Desktop Core
Configuration (FDCC) environment to allow Internet Explorer access to Support
Center in order to manage your Connected Backup accounts:

SCBrowserUtils.dll signed ActiveX control
 Adobe SVG viewer NPSVG3.dll ActiveX control

Java runtime environment version 1.5/1.6
These applications require administrative rights to install.
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Support Center
SCBrowserUtils.dll Signed ActiveX Control
Support Center uses the SCBrowserUtils.dll ActiveX control for the following
functions:

Downloading Agent Setup files

Uploading Agent File Sets

Uploading Branding-related files

Uploading MSI certificates

Downloading report XML file results

Running the ACE utility to update Legacy Agent configurations
To install the application
1. Use Internet Explorer to log in to the Support Center as a technician.
2. Navigate to an Agent configuration page to download an Agent Setup file.
3. During the page display, Internet Explorer prompts the user to install the
SCBrowserUtils.dll ActiveX control.
4. Click Install.
Internet Explorer installs the control. Once the Download button is selectable,
the control is installed.
NOTE In Internet Explorer 8, to enable the ActiveX control
1. In Internet Explorer, select Tools > Manage Add-ons.
2. In the Manage Add-ons window, right-click BrowserUtility Class, and
then click More Information.
3. In the More Information window, click Allow on all sites, and then
click Close.
4. Close the Manage Add-ons window and return to Internet Explorer.
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Adobe SVG Viewer NPSVG3.dll ActiveX Control
Support Center uses the Adobe SVG viewer ActiveX control to display graphical
report results.
To install the application
1. Download the installation file for the control from http://www.adobe.com/svg/
viewer/install.
2. Install the control by running the setup file and following the on-screen
instructions.
Java Runtime Environment (JRE 1.5/1.6)
Support Center uses the Java runtime environment to launch and use the
navigation tree (ScTreeApplet.jar) and Agent (SignedAgent.jar) applets.
To install the application
1. Download the installation file for the runtime environment from http://
www.java.com/en/download/manual.jsp.
2. Install the runtime environment by running the setup file and following the
on-screen instructions.
NOTE Support Center does not support Internet Explorer with JRE 1.7
installed. If you use Internet Explorer with JRE 1.7 installed to access the
Support Center, Internet Explorer might experience an error and stop
unexpectedly.
Agent Accounts
Each deployed Agent has an account in the Data Center. Each account has a
unique 10-digit number that identifies it. The Data Center uses this account
number to label and organize all data that it backs up from the client. To view the
account number, search for an account in Support Center. Record this number in
case you need to reinstall the account.
As a technician, you can use Support Center to complete the following tasks:
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Change the account status.

Manage account features.

Manage security settings.
HP Connected Backup Administering PC Agents
Agent Connections to Data Centers

Create and change Agent configurations.
As a user with native Connected Backup account credentials, you can use the
Account Management Website (AMWS) to perform the following tasks:

Change your password.

Update your profile (e-mail address, address, and telephone number).
However, if your account is mapped to an enterprise directory or a single sign-on
account, you cannot use AMWS to change your profile.
For more information about how to manage accounts, see “Manage Accounts” on
page 37.
Agent Connections to Data Centers
To connect to the Data Center, the Agent can use any Transmission Control
Protocol/Internet Protocol (TCP/IP) connection, including local area networks
(LANs) and wide area networks (WANs). The Agent supports Windows Sockets
1.1 and Windows Sockets 2.0 and uses whichever version available.
The amount of network traffic that Agents generate depends on the following
conditions:

Number of Agents that you deploy

File backup rules
 Agent backup schedules relative to your network peak and off-peak hours of
use for your network
Agent Connection Properties
To connect to the Data Center, the Agent uses the DNS name or IP address of the
Data Center server. In a mirrored configuration, you can designate which of two
Data Center servers the Agent contacts as the primary server.
The Data Center replicates data from one server to the other. If the primary server
is busy, the Agent connects to the secondary server to back up files and retrieve
files.
When you run the Data Center setup, you can configure which Data Center server
acts as the primary server. You can designate different servers as the primary
server for different communities. For example, if you manage a mirrored
configuration and have six distinct communities, you can designate Server 1 as
the primary server for Communities A, B, and C. You then can designate Server 2
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as the primary server for communities D, E, and F. When you designate different
servers for different communities, each server shares the volume of Agent
transactions.
Proxy Servers
If the client computer and the Data Center reside on different sides of a proxy
server, configure the Agent to connect to the Data Center through the proxy
server.
The Agent can connect through the following proxy servers:

SOCKS proxy server

Non-SOCKS proxy server

Software firewall
You configure the proxy server settings in Support Center. For more information,
refer to Support Center Help.
Connect Through a SOCKS Proxy Server
When you use a SOCKS proxy server, all connections to the Data Center first
require a connection to the SOCKS server. The server then uses the IP/Port
information in the Agent configuration to connect to the Data Center.
To configure an Agent to connect to the Data Center through a SOCKS proxy
server, use Support Center to edit the proxy server settings. Specify the IP
address and port number for the proxy server. The Agent uses the SOCKS
protocol to tell the proxy server the IP address and port number (16384) of the
Data Center.
If you use SOCKS, do not reconfigure your proxy server. For more information
about how to configure Agent proxy server settings, refer to Support Center Help.
Connect Through a Non-SOCKS Proxy Server
If your enterprise uses a non-SOCKS-compliant proxy server, configure the Agent
and your proxy server to communicate with the Data Center. You configure the
Agent proxy server information to map the Data Center IP address to the IP
address of the proxy server, and you specify the port on which to connect to the
proxy server. You can use domain names instead of IP addresses when you
specify the Data Center and proxy server mapping. If you use a mirrored pair,
designate this mapping for both the primary and secondary servers.
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Agent Deployment Tasks
The Agent uses the mapping to connect to the IP address of the appropriate proxy
server (using the appropriate port) instead of connecting directly to the Data
Center server. The firewall then routes the connection to the Data Center that
resides behind the proxy server.
Connect Through Firewalls
If the client computer uses a third-party firewall, such as Zone Labs ZoneAlarm or
Symantec Norton Internet Security, configure the Agent as though the computer
does not use a proxy server. The firewall software might prompt the user to allow
the Agent to connect before it can back up or retrieve files.
Network Interruptions
If the initial attempt to connect to a stand-alone Data Center server fails, the Agent
records the failure in the Agent History. In a mirrored environment, if an Agent
cannot establish a network connection to its primary server, the Agent attempts to
connect to the secondary server. If the Agent connects to its secondary server, it
proceeds as normal and completes its task. If the Agent cannot connect to its
secondary server, it records the failed attempt in the Agent History.
If an interruption in the network connection occurs or the connection fails during a
backup or retrieval, the Agent attempts to reconnect and finish the operation after
it waits for a predefined period of time. After the wait period, the Agent attempts to
reconnect to the Data Center server. The Agent does not attempt to connect to a
different Data Center server to continue an aborted backup or retrieval. When the
Agent reconnects, it starts at the beginning of the last file it worked on before the
connection failed.
Agent Deployment Tasks
You begin a first-time Agent deployment by logically grouping your user accounts
into communities. You then define Agent configurations that have appropriate
permissions and features for each community. You can have several different
Agent configurations that you can assign to accounts and communities
individually.
After you create or modify an Agent, you can download the Agent Setup program
to users’ computers for registration and installation.
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Create Communities and Subcommunities
You can configure multiple Agent configurations, each with different properties, to
suit the needs of different groups in your enterprise. Before you create new Agent
configurations, consider the different groups in your enterprise and determine
which Agent features benefit each group.
Use Support Center to create subcommunities based on factors such as
department, geographical location, or job function. After you create a
subcommunity, you can move an Agent configuration to that subcommunity, or
create a new Agent configuration with properties that meet the requirements of
the subcommunity.
For more information, see “Set Up Communities and Accounts” on page 33.
Specify Properties and Settings
The Configurations node in Support Center contains the following types of Agent
configurations:

PC Configurations. PC Agent configurations.

Mac Configurations. Mac Agent configurations.
Support Center can contain the following Legacy Agent configuration:

Legacy PC Configurations. Version 7.x PC Agent configurations
To define an Agent configuration, you must define the following components:

Agent Versions. Determines the software version of the Agent and the language.

Agent Settings. Determines the settings and features available to users.

Agent Rule Sets. Determines the files included and excluded for backup.

Profile and Website Settings. Determines the features that users can gain access to
through the Account Management Website. The Account Management Website lets
users register accounts, download Agent software, and manage their accounts.
For more information about Agent settings, versions, and rules, see “Create Agent
Configurations” on page 57.
Distribute the Agent Software
After you define the Agent features during configuration, Support Center creates
an Agent Setup program that installs the Agent software on a client computer. The
Agent Setup program is a Windows Installer .msi file.
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Agent Deployment Tasks
To distribute the file, use the following methods:

Account Management Website. Users log on to this Web site to register
accounts and download the Agent Setup program. You can use the Account
Management Website to distribute only files customized for one user. If you
use this method to distribute the files to other users, the backup process does
not work correctly. All users must download their own file from the Account
Management Website. For more information, refer to Installing PC Agents.

Support Center download. You can download the Agent Setup program from
Support Center and distribute a generic Agent Setup file to users so that they
can install the Agent themselves. For more information, refer to Installing PC
Agents.

Disk image distribution. You can install an Agent on a computer and then
create a disk image to clone to other computers. For more information, refer to
Installing PC Agents.

Hands-free installation. You can download the Agent Setup file from Support
Center and use the installation command-line interface to install the Agent on
multiple computers simultaneously without user participation. For more
information, refer to Installing PC Agents.
Register and Install the Agent
When you register an Agent, the Data Center establishes an account for the
Agent. The account identifies the Agent client computer to the Data Center server.
An account number in the Data Center represents the client computer and the
files on that computer.
Installation and registration occur in one of the following ways:
 After a user logs on to Account Management Website (AMWS) and enters
profile information, AMWS communicates with the Data Center to register a
new account. Each user must register on the Account Management Website
individually to get an Agent Setup program file that is particular to the user’s
account. After the user registers the Agent, the user downloads the Agent
Setup program and installs the Agent. Each user downloads a .msi file for
their own use. The .msi file allows access only to that user’s account.
 After you download the Agent Setup program from Support Center, you install
and register the Agent in one of the following ways:
 Use the Agent Startup Wizard. To use the Wizard, a technician must use
Support Center to enable it for the Agent configuration. For more
information, refer to Installing PC Agents.
 Use the Agent installation command-line interface. You can use an
XML file to specify registration information. For more information, refer to
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Installing PC Agents.
If you do not provide registration information, the Agent registers anonymously.
That means that the Data Center identifies the Agent by only a computer name,
and not by a user name.
During registration, the Data Center assigns a 10-digit account number to the
Agent. The Data Center uses the account number to label and organize the data it
receives in a backup. The Agent account is unique to the computer. You cannot
use the same account number to install more than one Agent. Also, you cannot
have multiple Agents or accounts on the same computer.
The Data Center tracks each Agent that you register and the total number of
registrations against the total number of users permitted by your organization’s
license agreement, and the number of licenses allocated to a community where
the Agent registers. When you use up the licenses, the Data Center does not
accept new registrations from Agents until you buy more licenses, allocate
additional licenses to the community, or cancel unused accounts.
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CHAPTER 2
Set Up Communities and
Accounts
This chapter explains how to set up communities and subcommunities, manage
accounts, work with technician accounts, allocate and manage licenses, and
apply bandwidth throttling to Agent backups.

Communities

Subcommunities

Manage Accounts

Managing General Account Functions

Agent Security

Technician Accounts

Licenses for Agent Accounts

Manage Licenses and Licensed Features

Apply Bandwidth Throttling During Agent Backups
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Communities
A community is a group of Agent accounts that share common characteristics,
such as configuration settings, the geographical location of the clients, or similar
bandwidth throttling requirements. You can use communities to run reports, edit
settings, upgrade Agent configurations, and manage accounts.
Communities in Support Center
Each community that you create in Support Center appears as a node in the left
pane of the Support Center interface. The node contains subnodes that represent
the accounts, technicians, reports, configurations, and subcommunities in the
community.
Each community or subcommunity inherits objects from the top-level community
Data Center (root level) node. For example, technicians whose permissions you
define in the root level of your community can gain access to all subcommunities.
You can use the Agent configurations, reports, and other objects that are defined
at the root level of your community in any subcommunity.
The Default Community
If you host your Data Center, depending on the permissions that are assigned to
your technician account, you might have access to a community labeled Default.
When you install a self-hosted Support Center, the installation procedure creates
this default community.
The Default community includes the Default Agent configuration, which contains
default settings and rules. You can use this community to organize your Agents, or
as a model to construct your communities. You must set the correct permissions
for the technician account that you use to log on to Support Center so that the
account allows you access to the Default community.
If you do not host your own Data Center, you have access to specific
subcommunities in the Default community. However, you might not have
permissions to gain access to the top-level Default community.
New Communities
You can create as many communities and subcommunities as necessary to
organize your accounts. All subcommunities that you create inherit the default
Agent configuration in the root community. However, any new Agent
configurations that you create in a new subcommunity are available only to that
subcommunity and any of its subcommunities.
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Subcommunities
For more information, refer to Support Center Help.
To create a new community
1. Log on to Support Center.
2. Click Tools > Add Community.
The Add Community page opens.
3. In the Community Name field, enter a community name.
4. Click Save.
The name of the community appears in the left pane of the Support Center.
The community node contains subnodes representing the accounts,
technicians, reports, and configurations for the community.
IMPORTANT You can rename and move communities. However, you
cannot delete communities.
Subcommunities
You can create subcommunities in any community that you can access. You can
use subcommunities to divide your Agent accounts into smaller categories, based
on geographic location, departments, bandwidth throttling, or other criteria. You
can reassociate a subcommunity with a different parent community, which is
useful if you want your communities to reflect the changes in your organization.
For more information, refer to Support Center Help.
NOTE To manage Agents more easily, create separate subcommunities
for each type of Agent that you plan to deploy. Also keep Agent
configurations for different operating systems in separate
subcommunities.
For more information about Agent configurations, see “Create Agent
Configurations” on page 57.
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Create Subcommunities
To create a subcommunity
1. Log on to Support Center.
2. Click the community for which you want to create the subcommunity.
3. From the Tools menu, select Add Subcommunity.
The Create Subcommunity page opens.
4. In the Community Name field, enter a name for the subcommunity.
5. Click Save.
The name of the subcommunity appears in the left pane of the Support
Center. The subcommunity node contains subnodes representing the
accounts, technicians, reports, and configurations for the community.
For more information, refer to Support Center Help.
Agent Accounts in Subcommunities
Agent accounts in a subcommunity share characteristics with the parent
community, but they have distinct characteristics that set them apart from the
parent community. For example, you might create one community to represent the
Agents in your branch office. In this parent community, you can create
subcommunities to represent the departments in the branch office, such as
Finance, Accounting, and Marketing.
The Agents in each subcommunity inherit versions, settings, and rule sets from
the parent community. They also can contain configurations unique to each
subcommunity. For example, you define common rules at the community level for
your entire organization. Then, for each group in your organization, you have
subcommunities for which you can define unique settings. You then use the
common rules and the Agent settings that you define for each group to create
Agent configurations for each subcommunity.
Disable Registration in Communities
After you deploy Agents throughout your enterprise, you can use Support Center
to disable registration for communities and subcommunities. When you disable
registration, no one can use a copy of Agent Setup to register an account that you
did not intend to create. If you must add new accounts to the community or
recover an account, you can enable registration.
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Manage Accounts
Manage Accounts
Use Support Center to perform the following account management tasks:

View an account number.

View account information.

Change account status.

Manage general functions.

Manage Agent security.

Gain access to the Account Management Website to manage an account.
View an Account Number
Each deployed Agent has an account in the Data Center. Each account has a
10-digit number that uniquely identifies it. The following is an example of an
account number:
10203-61718
The sixth digit in the account number (the digit following the dash) is a check digit.
Some of the Data Center database tables drop the check digit and use a nine-digit
format instead (for example, 102031718.)
The Data Center uses this account number to label and organize all data backed
up from the client.
You can view an account number in the following ways:

From the Agent interface

From Support Center
To view your account number from the Agent interface
1. Open the Agent interface.
2. Click Help > About Connected Backup/PC Agent.
The About Connected Backup window opens. Your account number is at the
bottom of the window.
You can use the Agent interface to view the number of only your own account.
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To view an account number from the Support Center
1. Use your technician ID and password to log on to Support Center.
The organization that hosts your Data Center provides the URL you need to
log on.
2. In the left pane of Support Center, click Accounts.
The Account Search page opens in the right pane.
3. On the Account Search page, enter one of the following kinds of information:
 Account name
 Organization name
 Department
4. Click Search.
The Accounts page lists the account number for every account that matches
the search criteria.
View Account Information
To view information about an account
1. Log on to Support Center.
2. In the left pane of Support Center, click Accounts.
The Account Search page opens in the right pane.
3. On the Account Search page, enter one of the following kinds of information:
 Account name
 Organization name
 Department
 Account number
TIP The fastest way to find an account in Support Center is to search for
the account number. If you do not know the account number, you can use
the account name, organization name, department, or other identifying
criteria to search for the account. For more information, refer to Support
Center Help.
4. Click Search.
The Accounts page opens and lists the account number for every account that
matches the search criteria.
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Manage Accounts
5. Click the number of the account.
The Account Summary page opens and lists information about the account.
Change Account Status
The status of an account determines whether the account can connect to the Data
Center. If you change the account status, you can temporarily or permanently
disable backup and retrieval for an Agent.
For example, change the account status to block access to the Data Center from
client computers that were stolen or are no longer used. When an employee
leaves your organization, you can cancel the account for that employee so that
unauthorized users cannot gain access to the files that the former employee
previously backed up.
The account status includes the following options:
Status option
Description
Active
An account can connect to the Data Center and perform backup
and retrieve operations.
On Hold
An account temporarily cannot connect to the Data Center and
perform backup and retrieve operations.
For example, you can place an account on hold if a employee
associated with the account takes a long-term leave from your
organization. When the user returns, you can change the status
of the account back to Active.
Canceled
An account cannot connect to the Data Center and perform
backup and retrieve operations. The Compactor labels the
information that the Agent backed up as expired and, after a
defined expiration period, removes the information from the Data
Center server.
For example, you can cancel a user account if the employee
associated with the account permanently leaves your
organization.
Canceled and Data
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HP Connected Backup Administering PC Agents
The compaction process ran on a canceled account, and the files,
archives and encryption key associated with the account no
longer exist on the Data Center.
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TIP To cancel or place on hold multiple SSO-enabled
accounts at the same time, use the CancelHoldAccounts
command-line utility. For more information about this
utility, which is part of the DC toolkit, refer to Administering
the Data Center.
To change the status of an account
1. Open Support Center and search for the Agent account.
2. When Support Center displays the search results, click the Agent account
number.
The Account Summary page opens.
3. On the Account Summary page, click Account Status.
The Change Account Status page opens.
4. Select a status option.
For more information, refer to Support Center Help.
5. To save your changes, click Change Status Now.
For more information, refer to Support Center Help.
Managing General Account Functions
Use Support Center to manage the following general account functions:
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
Reserve accounts.

Change the primary server for an account.

Order images on media for accounts.

Change an Agent configuration.

Send messages to Agents.

Display backup messages.

Display the Agent Status icon.
HP Connected Backup Administering PC Agents
Managing General Account Functions
Reserve Accounts
As an alternative to the standard account registration, you can reserve accounts
in specific communities. To reserve accounts, you can use Support Center to
generate account codes. Users can enter the code or ticket to register under the
Agent community.
When users register new accounts, the Data Center verifies the code or ticket that
they specify. If the code or ticket is valid, the Data Center registers the account in
the community where the technician created the reservation.
NOTE Reserved accounts use client licenses on the Data Center in the
same way as Active accounts.
For more information about how to reserve accounts, refer to Support Center
Help.
Change the Primary Server for an Account
In mirrored or clustered environments, Agents use one Data Center server as their
primary server during backup or retrieval. The Agent always attempts to contact
its designated primary first. If the primary is offline, the Agent connects to the
mirror of the primary server to complete the operation.
You can use Support Center to change the primary server to the secondary
server.
To designate a primary server for an Agent
1. Open Support Center and search for the Agent account.
2. When Support Center displays the search results, click the Agent account
number.
The Account Summary page opens in the right pane.
3. On the Account Summary page, click Primary Server.
If the Agent does not belong to a clustered or mirrored environment, Primary
Server is not a link.
The Change Primary Server page opens.
4. Select a primary server.
5. To change the primary server to the one that you selected, click Save.
For more information, refer to Support Center Help.
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Ordering Account Images on Media
If an account loses its data and it is inconvenient to use a network connection to
restore the data, you can order an image of the account data on different types of
media. For more information, see “Order Media” on page 166.
Change an Agent Configuration
The Agent configuration determines the following:
 Agent rules

Security settings

Interface controls

Profile and Website settings
If you use multiple configurations within one community, you can change the
configuration of an Agent in that community. The next time that the Agent
connects to the Data Center, the Agent downloads the new configuration.
To change an Agent configuration
1. Open Support Center and search for the Agent account.
2. When Support Center displays the search results, click the Agent account
number.
The Account Summary page opens.
3. Click the Assigned Configuration link.
The Change Agent Configuration page opens.
4. Select the appropriate configuration from the displayed list.
5. To change the configuration to the one that you selected, click Save and
Deploy.
For more information, see “Create Agent Configurations” on page 57 and refer to
Support Center Help.
Send Informational Messages to Agents
You can send informational messages to Agents. For example, you want to
provide instructions to users for an upcoming Agent configuration upgrade. This
feature is different from the message notification that you can enable when you
change the status of an account. For more information about how to change the
status of an account, see “Change Account Status” on page 39 and refer to
Support Center Help.
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Managing General Account Functions
When you create informational messages, the Agent receives the messages the
next time it connects to the Data Center. If configured to do so, the Agent displays
a message notification window that it received one or more messages from the
Data Center. Users must open the Agent User interface to view the messages in
the Message panel of the Summary tab.
To send a message to one or more Agents
1. Log on to Support Center.
2. Search for an account or create an account group.
3. Perform one of the following actions:
 To send a message to a single account, from the Account Summary page,
select Tools > Send Message to Agent.
 To send a message to a group of accounts, from the Group Accounts
page, select Group > Send Message to Agents.
4. In the Send Message to Agent page, enter the message that you want to
send.
5. Click Send Message.
For more information, refer to Support Center Help.
Display Backup Messages
Depending on your Agent configuration, the Agent can display a message
notification window in the following situations:

When a backup completes and the Agent User interface is closed

When a backup does not successfully complete after four days.
To enable backup messages
1. Log on to Support Center.
2. Select a community and expand the Configurations node, then expand the
PC subnode.
The PC Agent Configuration summary page opens.
3. Expand the Agent Settings node, and select a setting configuration.
The Edit Agent Settings - General page opens.
4. On the Edit Agent Settings - General page, click Display.
The Edit Agent Settings - Display page opens.
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5. In the Messages section of the Edit Agent Settings - Display page, select the
message setting that you want to enable.
6. Click Finish.
For more information, refer to Support Center Help.
Enabling the Display of the Agent Status Icon
You can configure the Agent to display a status icon in the notification area of the
Windows taskbar. The icon indicates whether a backup or retrieve is in progress.
The icon also includes a shortcut menu that lets users do the following tasks:

Open the Agent User interface.

Use the Account Management Website (if enabled) to manage an account.

Start a backup.

Start a backup, and then shut down or log off the computer.

Cancel a backup.

View Agent version information.
To display of the Agent Status icon
1. Log on to Support Center.
2. Select a community and expand the Configurations node, and then the PC
subnode.
3. Expand the Agent Settings node and select a setting configuration.
4. On the View Agent Settings page, click Display.
5. In the Agent Visibility section, select Show the Agent icon in the taskbar
notification area.
6. Click Finish.
For more information, refer to Support Center Help.
Agent Security
Every account has an encryption key that the Agent creates during installation
and registration. The Agent and Data Center uses the encryption key to encrypt
and decrypt each file that the Agent backs up.
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Technician Accounts
For additional security, you can configure the Data Center to notify users by e-mail
when anyone retrieves a file from an account. Technicians can take appropriate
action if an unauthorized person retrieves files from a specific account.
You can enable e-mail notification at the community or subcommunity level. You
cannot configure e-mail notification for specific Agent configurations.
NOTE Ensure that the DCAlerter service is running and configured with
a valid e-mail server. For more information about how to configure the
DCAlerter service, refer to Data Center Management Console Help.
To enable e-mail notification
1. Log on to Support Center.
2. Select a community or subcommunity.
3. Click Tools > Email Notification.
The Change Email Notification Status page opens.
4. Select the appropriate option and click Save.
For more information, refer to Support Center Help.
Technician Accounts
Technician accounts let you control who has access to Support Center, and who
has access to the Agent retrieve feature.
An administrator assigns the Support Center Administrator technician ID during
the Data Center installation. The technician ID provides access to Support Center
controls. Use this technician ID to create your subcommunities and other
technician accounts.
If you want multiple staff members to use Support Center, create a technician
account for each staff member. You can set permissions to control the level of
access a technician has to Support Center features. For example, you might limit
a technicians’ access to specific communities.
To create a technician account
1. Log on to Support Center.
2. Select a community.
3. Select the Technicians node.
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4. In the Add Technician page, enter the required information and select the
permissions you want to assign to the account.
5. Click Add Technician.
For more information, refer to Support Center Help.
Licenses for Agent Accounts
The Data Center licenses control the number of accounts that you can connect to
a Data Center. They also enable licensed features such as MyRoam or
Connected EmailOptimizer.
If you host your Data Center, you receive a license file to use when you install the
Data Center. For more information, refer to Installing the Data Center.
If you back up your files to a Data Center that another company manages, one of
the following can occur:

Your top-level community inherits unused licenses from a parent community.

The technician that manages the parent community allocates a specific
number of licenses for your top-level community.
How Licenses Affect the Support Center Display
Based on the types of licenses that you buy, Support Center displays the following
configuration nodes in the left pane of the user interface:
Software Licenses
Version
Support Center display
PC and Mac Agents
8.3 and later
Configurations node, PC subnode, and
Mac subnode
PC Agents
8.0 through 8.2.2
Configurations node, PC subnode
Legacy PC Agents
7.x and earlier
Legacy PC Configurations node
If you log on to Support Center and you or another technician changes the
licenses, Support Center does not display the change in the left pane until you
refresh the view or log into a new session.
For example, if you log on to Support Center and another technician removes
licenses for PC and Mac Agents, you continue to see the PC and Mac subnodes
under the Configurations node until you start a new session.
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Licenses for Agent Accounts
License Inheritance and Allocation
When you register an Agent in a community or subcommunity on the Data Center,
the registration completes only if a license is available. Additionally, without an
available license, the Agent cannot connect to the Data Center.
A technician can allocate licenses to subcommunities, or subcommunities can
inherit licenses from a parent community. By default, lower-level communities
inherit licenses from parent communities. For example, if your top-level node in
Support Center has access to 1,000 licenses and you create two communities
below the top-level node, each subcommunity has access to the 1,000 unused
licenses in the parent community.
You can use license allocation to control the number of licenses to each
community or subcommunity can access. For example, you have a total of 1,000
licenses available, and you have two communities: Operations and Engineering. If
you expect the Engineering community to require more registered accounts than
the Operations community, you can allocate 700 licenses to the Engineering
community and 300 licenses to the Operations community. You can adjust the
allocation of licenses at any time.
PC Agents and Mac Agents share the same license pool. For more information
about license inheritance and allocation, see “License Allocation Examples” on
page 50.
Used and Unused Licenses
The Data Center considers a license in use when any of the following conditions
exist:
 Accounts register in a community.
For example, a community has access to 500 licenses and 100 accounts
register in the community. The number of licenses in use for the community is
100 and the number of unused licenses is 400.

You allocate a specific number of licenses to a subcommunity.
For example, your top-level community has 1,000 licenses available for use,
and you allocate 600 of the licenses to a subcommunity. The number of
licenses in use in the top-level community is 600 and the number of unused
licenses is 400.
 Accounts register in a community and you allocate some of the licenses to a
subcommunity.
For example, your top level-community has 1,000 licenses. A hundred
accounts register in the top-level community, and you allocate 600 licenses to
a subcommunity. The number of in use licenses is 700 and the number of
unused licenses is 300.
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Licensed Features for Communities
You can enable or disable the MyRoam and EmailOptimizer features for a
selected community.
Feature State Inheritance
Each feature in a community inherits its default state from the parent community.
However, you can enable a feature in a parent community and disable the feature
in its subcommunities. You also can disable MyRoam at the configuration level.
For more information, refer to Support Center Help.
If you change the state of licensed features in a parent community, you affect its
subcommunities in the following ways:

If you disable licensed features in a parent community, you disable the
features in its subcommunities. For example, you enable MyRoam in a
subcommunity and disable MyRoam in the parent community. As a result, you
also disable MyRoam in the subcommunity.

Licensed features in subcommunities return to their previously set states if you
re-enable licensed features in the parent community. For example, you disable
a licensed feature in a subcommunity and in the parent community. You then
re-enable the licensed feature in the parent community. As a result, you also
re-enable the feature in the subcommunity.
For more information, refer to Support Center Help.
Expired Licenses
When licenses expire, the following behavior occurs:

If licenses in the Data Center License File expire, the Data Center server no
longer accepts connections from Agents.

If the licenses for a product type (PC or Mac) expire, the Data Center no
longer accepts connections from those Agents.

If licenses expire, new Agents cannot register in the Data Center.

If a registered PC Agent attempts to back up files or retrieve files, and the
licenses expire, the process fails. The History tab in the Agent User interface
displays a failed event.

If a user attempts to register an account with an expired license, the Account
Management Website informs the user that the license is not valid.
To get more licenses, contact your Sales Representative.
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Licenses for Agent Accounts
Effect of Licenses on Accounts and Communities
The availability of unused and unexpired licenses affect the following tasks:

Agent registration
If no licenses are available in a community, or if the licenses expire, new
Agents cannot register in the Data Center and the Account Management
Website displays an error message. If the Agent cannot register an account, it
cannot back up or retrieve files. To let new Agents register, buy or allocate
additional licenses to the affected community.

Changing account status
 If no unused licenses exist for the community in which an account is
registered, you cannot change its status to Active or On Hold.
 If you change the status of an account to Canceled, the license that the
account used becomes available. A new account can register and use this
license.
 If you change the status for multiple accounts simultaneously, and you do
not have an available license for every accounts in the group, the Data
Center changes the status for only a subset of the selected accounts.
 The Data Center does not change the status for all accounts. The Results
page in Support Center lists the changes that did not occur. For example,
a community had five available licenses, and you tried to change the
status of seven accounts. The status of two of the accounts remains the
same.

Moving communities
When you move communities from one location to another, the destination
community must have a sufficient number of unused licenses for the
communities that you move.
For example, you have a community named Accounting that has 500 licenses
allocated for its use, and you want to move it to a new parent community
named GlobalOperations. The GlobalOperations community must have at
least 500 or more unused licenses to accommodate the Accounting
community.
After you move a community, the licenses that it used become available to the
original parent community and the moved community uses licenses that it
obtains from its new parent community.
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
Moving accounts
If you move an account from one community to a different community, the new
community must have an unused license of the appropriate product type that
the account can use. After you move the account, the license it used in the
original community becomes available. The moved account uses a license
from its new community.
If you move a group of accounts from one community to a different community,
and the new community does not have enough licenses of the appropriate
product type for all of the accounts, Support Center moves some accounts
and displays a message that indicates that some accounts did not move. To
move the remaining accounts, buy or allocate additional licenses to the
community.
Manage Licenses and Licensed Features
This section contains an example of license allocation. It also describes how to
perform the following tasks:
 Allocate licenses.

Enable or disable licensed features.
License Allocation Examples
Assume that you host your Data Center. Your Data Center License File provides
you with 5,000 account licenses.
After you install your Data Center, you create the following communities:

Engineering
 Accounting

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Manage Licenses and Licensed Features
Inherited Licences
Initially, all communities inherit the licenses. Because you have not yet explicitly
allocated the licenses, each community has access to the 5,000 licenses. The
following figure shows the initial license allocation.
As users register accounts in the individual communities or as you allocate
licenses to other communities, the number of licenses in use increases and each
community that inherits its licenses has access to fewer licenses.
For example, 100 accounts register in the Engineering community, and you do not
explicitly allocate any licenses to other communities. You have 4,900 unused
licenses to which all communities have access.
Allocated Licenses
To control the use of licenses, and to avoid a situation where one community runs
out of needed licenses, you allocate some of the licenses. In addition, your
enterprise charges other enterprises for backup services, so you must control the
number of licenses to which other enterprises have access.
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You know the following information:

The Engineering division has 500 client systems that must back up their data.

The Accounting division has 300 client systems that must back up their data.

The Marketing division has 50 client systems that must back up their data.
After you allocate required licenses to each division, you have 4,150 unused
licenses and 850 licenses in use. In this example, a license is in use after you
allocate it to another community. If you create another community and let it inherit
licenses, it would have access to the 4,150 unused licenses.
The following figure shows the license allocation for this example.
Licenses Allocated to Subcommunities
The Engineering division can create subcommunities and allocate licenses to
these subcommunities. After you inform the Engineering division that their
community is available, the administrator in the Engineering division divides the
community into the following subcommunities:
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Product A

Product B
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Manage Licenses and Licensed Features
Initially, the Engineering community and each subcommunity has access to the
500 allocated licenses, with the following use of licenses:

Fifty accounts register in the top-level community. Each subcommunity now
has access to 450.

You allocate the remaining unused licenses as follows:
 Product A receives 100 licenses.
 Product B receives 200 licenses.
You have 150 remaining licenses. Up to 150 new accounts can register in the
top-level community, or you can allocate any of these licenses to existing
subcommunities or to a new subcommunity, or both, as shown in the following
figure:
Allocate Licenses
To make it easier to manage licenses, create different communities for different
types of licenses. For example, create a community for Mac licenses, and a
different community for PC licenses.
To allocate licenses
1. Log on to Support Center. Use a technician ID that has permissions to allocate
licenses in sub-communities.
2. In the left pane of the Support Center interface, select a community or
subcommunity.
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3. On the Community Status page, click Allocate Licenses.
The Allocate License page opens.
4. Select the appropriate allocation options.
For more information, refer to Support Center Help.
5. To save your selections, click Save.
Support Center displays the following message:
The license allocation changes have been saved.
If you do not have permission to allocate licenses for a selected community,
Support Center displays the View License Summary page instead of the Allocate
Licenses page. You can use this page to view the current license allocation.
For more information, refer to Support Center Help.
Enable or Disable Licensed Features
To manage licensed features
1. Log on to Support Center. Use a technician ID that has permissions to allocate
licenses in sub-communities.
2. In the left pane of the Support Center interface, select a community or
subcommunity.
3. On the Community Status page, click Manage Features.
The Manage Features page opens.
4. In the Manage Features dialog box, select the feature that you want to enable
or disable, and then click Save.
Support Center displays the following message:
The Manage Feature changes have been saved.
For more information, see “Licensed Features for Communities” on page 48.
Apply Bandwidth Throttling During Agent Backups
You can use the bandwidth throttling feature to limit the amount of network
bandwidth that Agents use during backups. If you throttle bandwidth during Agent
backups, you can allocate more bandwidth to other network activities and to
user’s Internet applications. When you use bandwidth throttling for Agent
backups, backups are less intrusive, but take longer to complete.
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Apply Bandwidth Throttling During Agent Backups
NOTE
 Bandwidth throttling applies only to Agents version 8.2 and later.
 Bandwidth throttling applies to only Agent backups. It does not apply
to Retrieve operations.
 Set bandwidth throttling limits that are appropriate for your network.
The Data Center does not check the available bandwidth of your
network against the bandwidth throttling limits that you set in Support
Center. If you set maximum bandwidth limits that exceed actual data
transfer speed of your network, the bandwidth throttling does not
reduce Agent intrusiveness during backups.
You can set the following bandwidth limits:

Minimum bandwidth required for an Agent to perform a backup

Maximum bandwidth to allocate to an Agent performing a backup

Maximum bandwidth to allocate to all Agents performing backups
You also can establish a schedule to identify the peak, medium peak, and off peak
network traffic times, and vary the bandwidth allocations accordingly.
You can configure bandwidth throttling at the Data Center level and the
community level. At the Data Center level, you can choose whether to throttle
bandwidth for all accounts that the Data Center manages. At the community level,
you can choose whether to throttle bandwidth for the accounts in the community,
or you can choose to inherit the bandwidth throttling configuration (throttled or not
throttled) from the parent community. When a subcommunity inherits bandwidth
throttling from its parent community, and you specify a maximum shared
bandwidth, the maximum shared bandwidth is shared among all Agents in the
parent communities and any subcommunities that inherit bandwidth throttling.
To configure bandwidth throttling
1. Log on to Support Center.
2. In the left pane of the Support Center interface, select a community or
subcommunity.
3. On the Community Status page, click Bandwidth Throttling.
The Bandwidth Throttling - Options page opens.
4. Select a bandwidth throttling option.
For more information, click Help.
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5. Click Save.
Support Center displays the following message:
Your bandwidth throttling options have been saved.
For more information, refer to Support Center Help.
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CHAPTER 3
Create Agent Configurations
This chapter explains the components that make up an Agent configuration. It
also explains how to create Agent configurations.

About Agent Configurations

Configuration Components

Create an Agent Configuration
About Agent Configurations
You create Agent configurations in Support Center to specify the features that are
in the Agents that you deploy. Agent configurations also contain the settings and
rules that control the behavior of an Agent after you install it on a client computer.
Support Center supports the following types of Agents:

7.x Legacy PC Agents

8.x or later PC Agents

8.3 or later Mac Agents
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Configuration Components
An Agent configuration contains the following components:

Profile and Website settings
 Agent versions
 Agent settings
 Agent rule sets
Support Center compiles Agent configurations from a set of components that each
specify some of the Agent features. You can gain access to the configuration
information for each community.
To gain access to the configuration information for a community
1. Open Support Center.
2. In the left pane of the Support Center interface, under the name of the
community in which the Agent resides, expand Configurations, and then
expand PC.
The following sections describe the configuration components in detail.
Profile and Website Settings
The Profile and Website settings determine the information and features that are
available to users in the Account Management Website. They also determine the
information that is in users’ profiles, and the fields that are in the Agent Startup
Wizard. In Support Center, the Profile and Website settings for each community
appear in the Configurations node.
For more information about the Account Management Website, see “Deploy
Account Management Website” on page 101.
For more information about Profile and Website settings, refer to Support Center
Help.
Agent Versions
Agent versions point to an Agent file set of a specific version and language. For
example, you have an Agent version named Marketing PC. When a new version
of the Agent software becomes available, you can download the new version and
apply it to your deployed Agents.
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Configuration Components
For best practice, consider the following recommendations:

When you create new Agent version in Support Center, do not include the
version number in the name. For example, do not use Marketing versionX.
Instead, use Marketing. If you include the version number in the name, the
name becomes obsolete when you update the Agent version.

Based on the needs of your organization, you might need to create one or
more Agent versions. For example, you have computers in different
departments with different backup requirements. You can create an Agent
version for each department.

You can use the same Agent version with several or all Agent configurations.
When a new version of the Agent software is available, update only the Agent
version and not every Agent configuration.
Agent Settings
The Agent has optional features specific to your license agreement that you can
enable or disable. Agent settings determine which features are accessible to the
Agent user. The settings contain parameters that govern the Agent backup and
retrieve features, such as the backup schedule and backup type. You also can
enable security features such as proxy server settings and password protection of
retrievals.
Agent Rule Sets
The Agent uses rule sets to determine which files to select during a backup. You
can specify Agent rules in Support Center when you create or modify an Agent
configuration.
Support Center includes a default rule set that you can associate with one or more
PC Agent configurations. You also can create your own rule sets. If you let users
modify their backup sets, they also can create rules that determine which files the
Agent selects for backup. For more information, see “Create Agent Rule Sets” on
page 65.
Default Agent Configuration
The Support Center installation creates a default Agent configuration. The default
configuration has a name similar to Default PC version Configuration, where
version is the Agent version number. The default configuration resides at the root
level of the tree in Support Center and is available to all of your communities. You
might want to create your own configuration with a unique version, settings, and
rules. However, you can use the default configuration as a reference when you
create your own configurations.
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For more information, refer to Support Center Help.
The default configurations contain the following components:

Default Agent Version

Default Agent Settings

Default Agent Rule Sets

Default Profile and Website Settings
Create an Agent Configuration
Use Support Center to create the Agent configuration and its components. The
technician ID that you use to log on to Support Center must include the Modify
Agent Configurations permission.
To create an Agent configuration
1. Allocate licenses.
2. Create an Agent version.
3. Create Agent settings.
4. Create Profile and Website Settings.
5. Create an Agent rule set.
6. Create the Agent configuration.
The following sections describe these steps in greater detail.
NOTE Perform the steps to create an Agent configuration in the order in
which the steps appear in the guide.
Allocate Licenses
To create a new Agent configuration for a community, the community must have at
least one available license.
To verify that a community has at least one available license
1. In the left pane of the Support Center interface, click the community node.
The Community Status page opens.
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Create an Agent Configuration
2. In the Account Summary section, look at the value in the Unused column for
the PC and Mac license type and verify that at least one unused license is
available.
If no licenses are available, you can change your license allocations.
3. To change your license allocations, click Allocate Licenses.
The Allocate Licenses page opens.
4. Select the appropriate allocation options.
For more information, click Help.
5. To save your selections, click Save.
Support Center displays the following message:
The license allocation changes have been saved.
Create an Agent Version
To create an Agent version
1. Expand the Configurations node in the community where you want to create
the configuration.
2. Expand the PC node.
3. Click Agent Versions.
The Create Agent Version page opens.
4. Enter the Agent version information.
Only PC Agent versions are available in the Agent drop-down list.
5. Click Create.
The Edit Agent Version - Description page opens.
6. Enter a description for the version, then click Save and Deploy.
The name of the Agent version appears in the left pane under the Agent
Versions node.
Create Agent Settings
To create Agent settings
1. Expand the Configurations node in the community where you want to create
the configuration.
2. Expand the PC node.
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3. Click Agent Settings.
The Create Agent Settings - General page opens.
4. Configure the Agent Settings.
For more information, click Help.
5. When you complete the Agent Settings, click Finish.
The name that you assigned to the setting appears in the left pane under the
Agent Settings node.
Create Profile and Website Settings
To create Website settings
1. Expand the Configurations node in the community where you want to create
the configuration.
2. Click Profile and Website Settings.
The Create Profile and Website Settings - General page opens.
3. When you complete the Website settings, click Finish.
The name that you assigned to the setting appears in the left pane under the
Profile and Website Settings node.
For more information, click Help.
Create an Agent Rule Set
To create an Agent rule set
1. Expand the Configurations node in the community where you want to create
the configuration.
2. Expand the PC node.
3. Click Agent Rule Sets.
The Create Rule Set page opens.
4. Configure the rule set.
For more information, click Help on each page of the Rules wizard.
5. When you complete the rule set, click Finish Rule Set.
The name that you assigned to the rule set appears in the left pane under the
Agent Rule Sets node.
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Create an Agent Configuration
Create the Agent Configuration
To create a new Agent configuration
1. In Support Center, expand a community node, and then expand the
Configurations node.
2. In the right pane, clear Use inherited configuration settings.
If you do not clear this setting, the configurations that you create for the
community are inactive. That means that you cannot download an Agent
Setup file from the community.
3. Click the PC subnode.
4. In the right pane, on the Configurations menu, click Create.
5. Enter a meaningful community name, such as “Finance Department.”
6. From the drop-down lists, select the following:
 An Agent version
 Agent settings
 Profile and Website settings
 Agent rule set
Each list contains the components you previously created and the default
components.
7. To create the configuration, click Save and Deploy.
After you create the Agent configuration, two things happen:
 The Download menu becomes available. If you want to distribute the
Agent Setup file, use this menu to download it to your computer.
 If the Account Management Website is installed for your Data Center, a
URL for Account Management Registration appears. Copy and send this
case-sensitive URL to users whom you want to register and install an
Agent account.
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CHAPTER 4
Create Agent Rule Sets
This chapter explains the types of rules that the Agent uses to determine which
files to include and exclude in backup. It also explains how to use Support Center
to create rules.

Rule Types

The Rule Matching Process

Rule Categories

Create Rules
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Rule Types
The Agent uses rules to determine which files to include or exclude from backups
and recoveries.
Rule types determine the order in which the Agent processes rules. The following
table describes the rules types that the Agent uses and how they determine
processing order:
Rule Types
Description
Locked
Rules that technicians define through the Support Center.
Other types of rules cannot override locked rules.
The Agent tries to match files with locked rules before it
examines any other type of rule.
User-created
Rules that users define on their local Agent and associate with
files on their local system.
To define user-created rules, users must have permission to
modify their backup sets.
User-created rules do not override locked rules, but they
override unlocked rules.
The Agent tries to match files with user-created rules after it
examines locked rules.
Unlocked
Rules that technicians define from the Support Center.
Locked rules and user-created rules override unlocked rules.
The Agent tries to match files with unlocked rules after it
examines locked rules and user-created rules.
The Rule Matching Process
The Agent processes rules according to the following factors:

Rule logic. The way the Agent processes each type of rule (locked, user-created, or
unlocked). For more information about rule types, see “Rule Types” on page 66.

Rule precedence. The position of rules in the rule list.
When the Agent scans a drive, it examines locked rules first. The Agent moves
through the list of locked rules in top-down order until it finds a rule that applies to
one or more files. You determine the precedence of rules in a list when you use
the Support Center Rules wizard to create the rule set.
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The Rule Matching Process
Rule Logic
If the Agent matches a locked rule to a file or group of files, the Agent stops
comparing the matched file or files to other rules. However, if the Agent cannot
match a file to a locked rule, the Agent compares the file to user-created rules. If
the file matches a user-created rule, the Agent stops comparing that file with
additional rules. If the file does not match a user-created rule, the Agent continues
to compare the file to unlocked rules. If the files does not match an unlocked rule,
the Agent does not include the file in the back up.
The following figure shows the logic that the Agent follows to process rules:
For example, a user creates a rule that excludes all .mp3 files from backup.
During a scan, the Agent compares the user’s files against all of the locked rules
in the rules set and finds no rule that pertains to .mp3 files.
The Agent then compares the user’s files to the user-created rules. The Agent
finds a rule that excludes all .mp3 files from backup. The Agent drops all .mp3
files from the backup list. The Agent then finds an unlocked rule that includes all
.mp3 files in the backup. Because user-created rules take precedence over
unlocked rules, the backup excludes .mp3 files.
The Agent uses the following process to determine which files to select for
backups:
1. The Agent determines which drives to exclude from the backup set.
Users can use the Agent interface to exclude drives from backup. The Agent
does not scan these excluded drives. Excluded drives do not show up on the
Backup Set tab in the Agent User interface.
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2. The Agent tries to match files to rules based on rule type.
The Agent examines rule types in the following order:
a. Locked rules
b. User-created rules
c. Unlocked rules
3. When the Agent scans the hard drive, the Agent tries to match files to the list
of rules under each rule type.
The Agent examines the first rule in the list of files for each rule type. It
compares the rule definition to the file location, name, and type.
If the file does not match this rule, the Agent examines the next rule in the list.
The Agent continues this process until it finds a rule that matches the file. After
the Agent finds a matching rule, it uses the rule category type to classify the
file as user-created files, application or system files, or an excluded file. Based
on the rule type and how you configure the Agent, the Agent selects or does
not select a file for backup.
If a file does not match any rules, the Agent does not consider the file for
backup.
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The Rule Matching Process
Rule Precedence
Assume that you want to create a set of locked rules that cause the Agent to
select most files with a .doc extension for backup and not select files that start with
the letter x. The following figure illustrates how the order of rules results in
different behaviors:
LOCKED RULES FOR RULE SET 1
LOCKED RULES FOR RULE SET 2
First Rule:
First Rule:
Category
User-Created Files
Category
Exclusions
Rule Name
Include x*.doc files
Rule Name
Exclude x*.doc files
Folder
*
Look in Folder
*
Scope
All folders and
subfolders
Scope
All folders and
subfolders
File name
*
File name
x*
File types
doc
File types
doc
Second Rule:
Second Rule:
Category
Exclusions
Category
User-Created Files
Rule Name
Exclude x*.doc files
Rule Name
Include x*.doc files
Folder
*
Folder
*
Scope
All folders and
subfolders
Scope
All folders and
subfolders
File name
x*
File name
*
File types
doc
File types
doc
In this example, all files with the .doc
extension match the first rule in the list of
locked rules. The Agent does not compare
any of the files with the .doc extension to the
second rule.
Using these rules, the Agent selects all files
with a .doc extension. Because all of these
files match the first rule, the Agent does not
apply the second rule to files with a .doc
extension.
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In this example, all files that start with x and
have a .doc extension match the first rule in
the list of locked rules. The Agent does not
select any of these files for backup.
Using these rules the Agent selects only the
files that do not start with x and have a .doc
extension.
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Rule Categories
Rule categories determine whether the Agent considers files for backup. For more
information, see Support Center Help. The following table describes each rule
category:
Rule Category
Description
User-Created Files rules
Include user-created files, such as spreadsheets and
documents, in backups.
System or Application
Files rules
Rules that pertain to system and application files.
Exclusion rules
Exclude files from backups.
NOTE If you exclude a file from a backup, you cannot
retrieve it.
Create Rules
You can create rules in the following ways:

Use the Agent Rules Wizard in the Support Center to modify a default rule set
and save it under a new name.

Use the Agent Rules Wizard in the Support Center to create a new rule set
without using a default set as a template.

Use the Agent User interface.
Best Practices for Creating Rules
When you create rules, consider the following best practices:
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Consider the types of files that you want to select for backup, and determine
which rule category applies to the files. For example, you want the Agent to
back up all .mp3 files. Because .mp3 files are files that users create, you must
create User-Created Files rule to include .mp3 files in backups.

Do not rely on the absence of a rule to exclude a file from backup. To exclude
files from backup, create an exclusions rule to specify the exclusion. For
example, assume you are a technician who wants to exclude all .mp3 files
from backups. Because the Agent does not consider files for backup unless
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Create Rules
the file matches a rule, you decide that you can exclude .mp3 files from
backup if you do not create a rule for them. However, a user creates a rule that
specifies .mp3 files for backup. As a result, the Agent backs up the user’s
.mp3 files. To ensure that the Agent does not back up .mp3 files, create a
locked exclusions rule.
Use Rule Sets
Rule sets are collections of rules. You can create rule sets for different
organizations, locations, or types of computer users. For example, you create a
rule set for Corporate Engineering that specifies which files you want the Agent to
back up and which files you want the Agent to exclude. Every Agent contains
default rule sets. You can use the default rule sets as they are or as a starting
point to create custom rule sets.
Rules Page
After you open the Agent Rules Wizard in Support Center and enter general
properties for a rule set, you can enter rule definitions in the Rules page. The
following figure is an example of the Rules page:






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The following table lists the elements in the Rules page:
Element
Description

Locked Rules tab. Lists rules that the Agent evaluates before all other
types of rules. Users cannot use the Agent interface to modify locked rules.

Unlocked Rules tab. Lists rules that the Agent evaluates after it evaluates
locked rules and user-created rules. Users cannot use the Agent User
interface to modify unlocked rules, but they can create user-created rules
that override unlocked rules.


Rules list. Lists the rules for the selected rule type.
Rule editing buttons
 New. Opens the New Rule window. Use this window to specify the
details for the new rule. When you save the rule, the Rules wizard
places the new rule at the end of the list.
 Edit.Opens the Edit Rule window. Use this window to change the
details of an existing rule.
 Convert to Custom. Lets you create a copy of a built-in rule that you
can modify.
 Cut. Lets you remove rules from the current rule set and put them in the
Support Center clipboard. You can paste these rules into another rule
set.
 Copy. Makes a copy of the selected rules and puts them in the Support
Center clipboard. You can paste these rules into another rule set or
move a group of rules to a different location in the current rule set.
 Paste. Puts the rules in the Support Center clipboard into the current
rule set.
 Remove. Permanently deletes a rule from the current rule set. Support
Center does not put the rule in its clipboard.

Details of selected rule. The rule definitions that the Agent uses to match
rules with files. The Agent uses the Category detail to determine which files
to select based on the backup type.

Rule set buttons
 Back. Opens the Rule Set - General page.
 Next. Not used on this page.
 Finish Rule Set. Saves the current rule set. The Rules wizard displays
this button if you have permission to modify the rule set.
 Close. Closes the window.
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Create Rules
Use the Agent Rules Wizard
To create, edit, or remove rule sets and rules, use the Agent Rules wizard. For
more information, refer to Support Center Help.
To use the Rules wizard
1. Log on to Support Center.
2. Select a community where you want to create or edit a rule set.
3. Expand the Configurations node and expand the PC subnode.
4. Complete one of the following tasks:
 To create a new rule set
i.
In the left pane, select Agent Rule Sets.
The Create Rule Set page of the Rules wizard opens.
ii. Use the Rule Set - General page to specify a name for the rule set and
the drives that you want the Agent to exclude.
 To modify a rule set
i.
Expand the Agent Rule Sets node and select the rule set that you
want to modify.
The View Rule Set page of the Rules wizard opens.
ii. Save the rule set under a different name, and then follow the Rules
wizard to edit or remove rules in the rules list.
5. To save all of the new or modified rules in the rule set, click Finish Rule Set.
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CHAPTER 5
Agent Security Features
This chapter explains how the Agent security features ensure that unauthorized
users do not intercept and decode files while they travel between the Agent and
the Data Center.

Encryption

Access Control List Management

Unauthorized Access Prevention
Encryption
When you register an Agent, the Agent generates an encryption key (a random
alphanumeric string) and stores it locally on the Agent host computer. The Agent
does not store the encryption key in clear text. Instead, the Agent applies 128-bit
Advanced Encryption Standard (AES) encryption to the key. You cannot change
the level of encryption that the Agent uses to encrypt the key.
During Agent registration, the Agent uses Secure Sockets Layer protocol (SSL) to
securely transmit the encrypted key to the Data Center. The Data Center escrows
the key, in encrypted format, on its Data Center server so that you can recover the
key if you need to fully recover the Agent account.
Before the Agent performs a system backup, it uses the encryption key to encrypt
the files in the backup set. This ensures that hackers cannot intercept and decode
the files while they travel between the Agent and the Data Center during the
backup. The files remain encrypted on the Data Center. When the Agent initiates
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a retrieval, the Data Center sends the encrypted files to the Agent. When the
Agent receives the files, it decrypts them and then downloads them to the client
computer. Because the Agent stores the encryption key locally, only the Agent
that encrypted the files can decrypt them.
Access Control List Management
Administrators can apply different file permissions and extended attributes to
accounts to limit the access that non-administrative users have to files, folders,
and drives. If configured to do so, the Agent backs up file permissions and
extended attributes that are on the client computer and retrieves them along with
the files the user requests.
When Agents retrieve files for computers, they reapply the file permissions and
extended attributes so that only authorized users can view the files. If you have
computers in your organization that multiple users share, the Agent installed on a
computer can back up and retrieve files for all of the users. However, it does not
let users retrieve files for which they do not have file permissions. The Agent also
backs up the Encrypting File System (EFS) attributes of files on servers.
Unauthorized Access Prevention
This section describes Agent features that prevent unauthorized access to files.
Security Certificates
To prevent unauthorized access to files during transmission from the Agent to the
Data Center, Data Center Setup embeds a security certificate in the Agent. The
Agent uses the security certificate to authenticate the Data Center server to
perform the following tasks:
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Registration

Upgrade

Backup

Retrieve

Edit Profile
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Unauthorized Access Prevention
Password Protection for Retrieval
To prevent unauthorized access, you can require users to supply a technician ID
and password to retrieve a file.
When you create Agent configurations, enable password protection for the
retrieve feature. If you enable this feature, users must enter their account
password to retrieve files.
For more information, refer to Support Center Help.
Prevent Access to Files on a Lost or Stolen Computer
To prevent access to files on a lost or stolen computer
1. Recover the Agent account to a computer that has a name that is different
from the lost or stolen computer.
The Data Center prevents access to accounts from more than one computer
name. Restoring the account to a replacement computer with a name that is
different from the lost or stolen computer ensures that the account is
protected.
2. To allow a computer name change, do the following:
a. Open Support Center.
b. Search for the Agent account.
c. When Support Center displays the search results, click the account
number in the Account column.
d. Select Tools > Allow Computer Name Change.
The Allow Computer Name Change page opens.
e. Click Allow Change.
This procedure deletes the computer name that is associated with the
account. The next time the Agent runs a backup, the Data Center recognizes
that the account moved to a new computer.
3. Restore the account data.
4. Use Support Center to cancel the account from the lost or stolen computer,
and remove the old account data from the Data Center server.
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CHAPTER 6
Brand Product Components
This chapter explains how to use Support Center to brand the Agent software,
Support Center, and the Account Management Website.

Branding Overview

Branding Options for Agents

Branding Options for Support Center

Branding Options for the Account Management Website

Brand Product Components
Branding Overview
You can brand the product in the following ways:

Replace the default HP Autonomy product branding with your company
branding.

Display your company branding but retain the HP Autonomy logo.

Remove the default HP Autonomy logo so that it is not displayed with your
company branding.
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You can brand the following product components:
 Agent

Support Center
 Account Management Website
If you host your Data Center and have access to the top-level community, you can
brand the entire Data Center. If you do not host your Data Center, you can use a
technician ID to brand any community or subcommunity that to which you can
gain access.
If you host your Account Management Website, you can brand the entire Website.
Agent Branding Options
You can brand the following components in the following ways:
Component
Description
Branding options
Agent installation
program
The program that installs the Agent.
 Product name
 Default installation folder
where the Agent Setup
executable installs the
Agent software
 Product group location
 HP Autonomy logo
Agent splash
screen
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The window that opens when you
start your computer.
Product logo
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Branding Overview
Component
Description
Branding options
Agent User
interface
The application that lets you perform
backups, retrievals, and otherwise
manage your Agent account. The
Agent User interface includes the
following components:
 Product name
 Agent Startup Wizard
 Welcome to the Agent window
 Product logo for the
following components:
 Agent console
 Agent About window
 HP Autonomy logo
 Enter Password dialog box
Used only by accounts that are not
mapped to single sign-on (SSO)
accounts. Agent branding does
not affect the corporate sign in
page for SSO accounts.
 Synchronizing screen
 Agent console
 Agent About window
 Shortcut menu for the Agent
Status icon in the system tray
Desktop elements
 Product name
The following elements on the
Windows desktop:
 HP Autonomy logo
 Agent Desktop shortcut icon
 Agent Add/Remove programs
entry
 Windows Start menu executable
Windows registry
Branding appears in the Windows
registry under ...\Connected\
custom_name for the following
registry keys:
 Product name
 HP Autonomy logo
 TargetDir
 AppSetupMSIName
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NOTE The branding-related keys are in the following registry location,
based on the Agent operating system:
32-bit: HKEY_LOCAL_MACHINE\SOFTWARE\Connected
64-bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\
Connected
Support Center Branding Options
You can brand Support Center in the following ways:
Component
Description
Branding options
Sign In dialog box
The dialog box that lets you enter
credentials to sign in to Support Center
 Product image
The dialog box that lets you change the
password that you use to sign in to
Support Center
 Product image
Change Password
dialog box
 HP Autonomy logo
 HP Autonomy logo
This dialog box is used only by
accounts that are not mapped to single
sign-on (SSO) accounts. Support
Center branding does not affect the
corporate sign in page for SSO
accounts.
Application header
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The header that displays at the top of
all application pages
 Product image
 HP Autonomy logo
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Branding Options for Agents
Account Management Website Branding Options
You can brand the Account Management Website in the following ways:
Component
Description
Branding options
Account Management
Website
The web-based application that lets
users perform the following tasks:
 Web site name
 Register a new account and
download the Agent software
 Product logo on
the Web site
 HP Autonomy logo
 View account information
 Modify profile information
 Recover accounts
 Use MyRoam to retrieve files
 Order backed-up files on media
Note: AMWS branding does not affect
the corporate sign in page for SSO
accounts.
Branding Options for Agents
You can brand the following elements in the Agent User interface:

Splash screen
 Agent installer windows
 Agent user interface
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Brand the Agent Splash Screen
The following figures show the elements that you can brand on the Agent splash
screen.

For pre-8.8 Agents, your product logo is inserted into the default splash
screen.
In pre-8.80 Agents, replace the default product image with your product image.
Add the HP Autonomy logo.
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Branding Options for Agents

For 8.8 Agents and later, your product logo replaces the default splash screen.
The default product splash screen for Agents 8.8 and later
Example of a custom splash screen for Agents 8.8 and later.
NOTE Regardless of which Agent versions you support, the product splash
screen logo must adhere to the following requirements.
Format: PNG (Portable Network Graphics).
Size: 522 pixels wide by 74 pixels high.
Background: Transparent or white.
For more information, see “Requirements for Agent Graphics” on page 97.
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Branding in the Agent Installation Wizard
The Installation Wizard guides you through the installation of the Agent. The
following figure shows the elements that you can brand in the Installation Wizard:
Replace the default product
name with your product name.
Replace the default
logo with your logo.
Add the HP Autonomy logo.
NOTE Your logo must be the same size as the logo in the previous
figure. The logo image file is a composite of the logo over a white
background.
If your logo image file is too large, the title text (in this example, the word
“Welcome”) might appear on top of the logo image.
For more information, see “Requirements for Agent Graphics” on
page 97.
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Branding Options for Agents
Branding Options in the Agent User Interface Window
The following sections describe the elements that you can brand in the Agent user
interface. The Agent user interface includes the following components:

Welcome to the Agent window

Enter Password dialog box

Synchronization window
 Agent console
Brand the Welcome to the Agent Window
The following figure shows the elements that you can brand in the Welcome to the
Agent window:
Replace the default product name
with your product name.
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Brand the Enter Password Dialog Box
The following figure shows the elements that you can brand in a typical Enter
Password dialog box, which is used only by accounts that are not mapped to
single sign-on (SSO) accounts:
Replace the default product name
with your product name.
NOTE Agent branding does not affect the corporate sign in page for SSO
accounts.
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Branding Options for Agents
Brand the Synchronizing Window
The following figure shows the elements that you can brand in the Synchronizing
window:
Replace the default product name
with your product name.
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Brand the Agent Console
The following figure shows the elements that you can brand in the Agent console:
Replace the default product
name with your product name.
Add the HP Autonomy logo.
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Replace the default
logo with your logo.
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Branding Options for Agents
Brand the About Window
The following figure shows which elements you can brand in the Agent User
interface About window.
Replace the default product name
with your product name.
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Brand the Shortcut Menu for the Agent Status Icon
You can configure Agents to show the Agent Status icon. The following figure
shows how you can brand the shortcut menu for the icon:
Adding your product name adds it to the About link.
Branding Options for Support Center
You can brand the following Support Center elements:

Sign In page

Change Password dialog box

Support Center interface
Inherited Branding
When you brand a community, all of its subcommunities inherit the branding.
However, you can brand a subcommunity differently than its parent community.
For example, you brand a top-level community to match the corporate branding
standards. You can brand a subcommunity under your top-level community to
match the branding standards of a wholly-owned subsidiary of your enterprise.
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Branding Options for Support Center
Brand the Support Center Sign In Page
The following figure shows which elements you can brand in the Support Center
sign in page:
Replace the default logo
with your logo.
Add the HP Autonomy
logo.
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Move the copyright statement from the
the center to the right side of the page.
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Brand the Change Password Dialog Box
The following figure shows which elements you can brand in the Change
Password dialog box:
Replace the default product image
with your product image.
Add the HP Autonomy logo.
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Branding Options for Support Center
Brand the Support Center Interface
The following figure shows which elements you can brand in Support Center:
Replace the default logo
with your logo.
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Add the
HP Autonomy
logo.
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Branding Options for the Account Management
Website
You can brand the following elements in the Account Management Website:

Logos

Website name
The following figure shows which elements you can brand in the Account
Management Website:
Replace the default logo with
your logo.
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Brand Product Components
Brand Product Components
This section explains how to brand Connected Backup product components. It
also describes the requirements for branding graphic elements.
Requirements for Agent Graphics
The following table lists the requirements for each graphic element that you can
brand.
Branded graphic element
Requirements
Product logo in the Agent User
interface
(includes the About window)
Format: PNG (Portable Network Graphics).
Product logo in the Agent splash
screen
Format: PNG (Portable Network Graphics).
Image inserts into default Agent
splash screen (pre-8.8) or replaces
entire default splash screen (8.8 and
later).
Product logo in the Agent installation
program
Size: 256 pixels wide by 40 pixels high.
Background: Transparent or white.
Size: 522 pixels wide by 74 pixels high.
Background: Transparent or white.
Format: JPEG (Joint Photographic Experts
Groups).
Size: 500 pixels wide x 63 pixels high.
Background: White.
Because of different graphic arrangements between Agent versions, do not use
images that you create for version 8.4 and higher Agent installation program
windows for earlier Agent versions. The Support Center Branding page lets you
choose between two images: one for a version 8.4 or higher Agent, and one for
Agents earlier than version 8.4.
For more information, refer to Support Center Help.
If you do not specify an image for the installation program windows, Support
Center applies the default product logo.
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Requirements for Support Center Graphics
The following table lists the requirements for each graphic element that you can
brand in the Support Center application:
Branded graphic element
Requirements
Product logo in Support Center
Format: GIF (Graphics Internet Format).
Size: 159 pixels wide by 40 pixels high.
Background: Transparent or white.
Recommendation: Center the logo within the 159
by 40 pixel image to ensure the appearance is
balanced.
Product logo in the Support Center
logon page
Format: GIF (Graphics Internet Format).
Size: 170 pixels wide by 181 pixels high.
Background: Transparent or white.
Recommendation: Include the phrase, “Support
Center” as part of the image.
Requirements for Account Management Website Graphics
The following table lists the requirements for each graphic element that you can
brand in the Account Management Website:
Branded graphic element
Requirements
Product logo in the Account
Management Website
Format: PNG (Portable Network Graphics).
Size: 356 pixels wide by 69 pixels high.
Background: Transparent or white. For best
results, use white.
Technician Account Requirements
To use the branding feature, use a technician account that has Apply Branding
and Manage Digital Certificates permission enabled.
For more information about setting permissions for technician accounts, refer to
Support Center Help.
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Brand Product Components
Start the Branding Process
To start the branding process
1. Ensure that you have correctly sized image files for each component that you
want to brand.
The image files for the Agent must be in PNG format. The image files for
Support Center must be in GIF format. The image files for the Account
Management Website must be in PNG format. The Apply Branding page
specifies the format that is required for the elements that you can brand.
2. Log on to Support Center. Use a technician ID that has the Apply Branding
and Manage Digital Certificates permission enabled.
3. If you use central administration to update deployed Agents, disable it until
you verify the appearance of the branded Agents.
For more information, refer to Support Center Help.
4. Select what you want to brand, for example, the Data Center node (if you have
permission to gain access to this node), or a community that you want to
brand, or a community with Agent configurations that you want to brand.
5. Click Tools > Apply Branding.
The Apply Branding page opens.
6. Enter the required information and click Apply.
Support Center displays the following message:
Community Successfully Branded. New branding settings
were applied to the community. Any subcommunities without
customized branding will use this community's branding.
The dctomcat service can now be restarted to see any
changes to Account Management branding, otherwise
branding changes will refresh automatically in five
minutes.
7. To close the message, click OK.
For more information about how to use the Apply Branding page, refer to
Support Center Help.
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NOTE To brand Agents that are already deployed, you must perform one
of the following procedures:
 Use Support Center to enable Central Administration. When you
change the branding of an Agent community, the next time an Agent in
the community synchronizes with the Data Center during a backup,
the Agent receives the new branding. For more information, see
Installing Agents.
 Use the Agent Installation command-line interface to upgrade Agents
with an Agent Setup file that contains new branding. For more
information, refer to Installing Agents.
Gain Access to Branding Communities
If you brand Support Center at the Data Center level (if you host your Data
Center), log on to Support Center to view your customized branding.
If you brand a community, use the URL for the branded community to view your
customized branding. Support Center displays this URL after you brand a
community and at the top of the Apply Branding page.
NOTE Sign in to Support Center as technician for the community that
you want to brand, and not as a technician for the root community.
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CHAPTER 7
Deploy Account Management
Website
This chapter explains how to deploy and use the standard Account Management
Website. If you plan to create a custom Website, refer to Account Management
Web Services Development.

Overview of Account Management Website

Deploy Account Management Website

Account Credentials

Account Management Website Interface

MyRoam
Overview of Account Management Website
Account Management Website lets users download Agent Setup files, manage
their account information, retrieve files (if you use Support Center to enable
MyRoam), or order backed-up files on media such as CDs or DVDs when they
work from a computer that does not host an Agent.
If you use Legacy PC Agents, you can use Account Management Website only to
retrieve files. When users log on to the website, they can gain access to MyRoam,
but only if you enable it.
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Connected Backup has two types of Account Management Websites:

Standard Account Management Website. If you manage your Data Center,
you install the standard Account Management Website when you install the
Data Center and Support Center software.

Custom Account Management Website. You use the Account Management
Web Services and your development tools to create a custom Website. For
more information, refer to Account Management Web Services Development.
If you use a Data Center that another company manages, they must provide you
with the URL to gain access to Account Management Website.
NOTE The URLs for Account Management Website are case-sensitive.
The standard Account Management Website includes the following features:
 Account registration
 Agent software downloads

Profile editing, including user password reset

Connection to the MyRoam application for file retrieval
 Ability to order account images on CDs or DVDs

Reinstallation of Agent software for account recovery
Deploy Account Management Website
To deploy Account Management Website
1. Install the Data Center software on the primary Data Center server.
For more information, refer to Installing the Data Center.
2. Designate a server to host the Account Management Website software.
For more information about system requirements, refer to Installing the Data
Center.
3. To install the standard Account Management Website on the designated
server, run Data Center Setup and select Install Website with MyRoam.
For more information, refer to Installing the Data Center.
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Deploy Account Management Website
For more information about creating a customized Website, refer to Account
Management Web Services Development.
4. If necessary, edit the terms of use and privacy statements in the Website.
5. Create Agent configurations in Support Center.
For more information, see “Create Agent Configurations” on page 57.
6. If necessary, set the default URL for the Registration and Logon pages.
7. Distribute the Registration URL for the Website to users.
Support Center displays this URL on the Edit Agent Configurations page in the
PC Configurations node. When users go to this URL, they can register an
account and download the Agent software.
NOTE The URLs for Account Management Website are case-sensitive.
Ensure Security
When a user with either native or enterprise directory account credentials
connects to the Account Management Website (AMWS) through a Web browser
and receives account information, the Web browser transmits the user’s password
to the Web server unencrypted. Therefore, if you support native or enterprise
directory accounts, ensure that your Web server is secure unless you restrict Web
access to a private network. For single sign-on accounts, AMWS does not receive
or transmit the user’s credentials, the third-party identity provider handles all
authentication.
Edit the Terms of Use and Privacy Pages
By default, the Terms of Use and Privacy links in the generic Account
Management Website display content. If you host your Website, change the terms
to meet the legal requirements of your company.
To edit the Terms of Use and Privacy statement
1. Log on to the server where you installed the standard Account Management
Website.
2. Go to the following folder:
\Datacenter\apache-tomcat-7.0.42\webapps\ssws\common
3. Use any HTML or text editor to edit the following files:
 policy.html. This page contains the privacy statement content.
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 terms.html. This page contains the terms of use content.
Set the Default URL for Registration and Sign In
When you create Agent configurations and Profile and Website settings in
Support Center, Support Center generates URLs for the Account Management
Website Registration and the standard Sign In pages. Whether these URLs are
resolvable names depends on your network settings. You can use Data Center
Management Console (DCMC) to set the protocol, computer name, and domain
name portions of the URL.
For more information about how to set the URL, refer to DCMC Help.
Set up User Access
Users open Account Management Website in the following ways:

Enter the URL of the sign in page in a Web browser.
After you install the Account Management Website, send the URL of the
Website to your users. Support Center displays the default Website URL in the
General page of the Profile and Website Settings. You can use the default
URL or you can specify a URL of a different Web server.
NOTE The URLs for Account Management Website are
case-sensitive.

In the Agent User interface, click Tools > Account Online.
To enable this option, configure the Agent to allow access to the Account
Management Website from the Agent User interface.

When you migrate an Agent to version 8.x, on the Agent Successful
Installation or Upgrade window, click the link to the Account Management
Website.
To sign in to Account Management Website, users must enter their Connected
Backup account credentials. For more information, see “Account Credentials” on
page 105.
Set up Technician Access
Technicians can gain access to the Account Management Website from the
Account Summary page in Support Center. When technicians click the link to
Account Management Website from the Account Summary page, they sign in as
the account user and can use the same features as the user. Only technicians
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Account Credentials
with permission to access users’ data have access to the link. For more
information about how to specify technician permissions, see Support Center
Help.
Account Credentials
During registration, Account Management Website (AMWS) prompts for
Connected Backup account credentials. Which of the following types of
credentials a user enters depends on the type that his or her community uses:

native Connected Backup account credentials. The user enters an e-mail
address and password to register his or her account. AMWS also prompts for
user profile information and stores it along with the credentials in the user’s
profile.

enterprise directory credentials. The user enters the credentials for his or her
enterprise directory account. AMWS loads account information from the enterprise
directory and stores it in the user’s profile. However, it does not store the enterprise
directory account credentials.

single sign-on (SSO) credentials. The user enters the credentials required
by his or her single sign-on network account. AMWS does not load or store
account information or credentials from the SSO network account.
To sign in to AMWS after the registration process, users must enter their
credentials. Users can specify the same account credentials for more than one
account. If they do, after they sign in, AMWS prompts them to select which
account to access. Users can sign in to and view only one account at a time.
Legacy PC Agent Accounts
Users that have Legacy PC Agents do not always have e-mail addresses and
passwords associated with their accounts. When you upgrade these Agents, the
upgrade process assigns account credentials to the account as follows:

If the Legacy PC account has no e-mail address or password associated with
it, the upgrade process assigns the account number as a temporary e-mail
address, and it assigns the account encryption key as the temporary
password.

If the Legacy PC account has an e-mail address but no password associated
with it, the upgrade process assigns the account encryption key as the
temporary password. Users can enter the Legacy PC account e-mail address
or their account number as the e-mail address. They must enter the account
encryption key as the password.
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
If the Legacy PC account has a password associated with it but no e-mail
address, the upgrade process assigns the account number as the temporary
e-mail address. Users can enter their Legacy PC account password or the
account encryption key as the password.
NOTE The temporary e-mail addresses and passwords that the upgrade
process assigns to an upgraded account do not expire.
Account Credential Management
Connected Backup provides two ways to update the credentials of users in a
community that uses native Connected Backup accounts:

Users can modify their own credentials through Account Management
Website
For more information about how to edit profiles, refer to Account Management
Website Help.

Technicians can modify a user’s credentials through Support Center.
For more information about how to set passwords and change the contact
information, refer to Support Center Help.
However, Connected Backup does not support credential management for users
in a community that maps accounts to either an enterprise directory or single
sign-on accounts. To modify credentials for these types of accounts, users must
either contact their system administrator or change the values in their enterprise
directory or SSO system.
Account Management Website Interface
The standard Account Management Website displays the following Web pages:

Welcome

Registration

Sign In

Summary
Because you can customize any page in the web site, your website might be
different from the examples in this section.
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Account Management Website Interface
Welcome Page
The following figure shows the Welcome page that users see when they open the
Account Management Registration URL.
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Registration Page
The following figure shows the Registration page that users with native Connected
Backup accounts see when they start the registration process.
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Account Management Website Interface
Sign In Page
The following figure shows the standard Sign In page. Users with native
Connected Backup credentials or enterprise directory credentials see this page
when they go to the Account Management Website URL after they register and
install an account.
For users who access their Connected Backup account using SSO credentials,
Account Management Website displays their corporate SSO Sign In page. If for
some reason AMWS does not automatically display the SSO Sign In page, users
can do the following to display it:
1. Click SSO Sign In page.
2. Type the unique SSO Provider ID that Connected Backup uses to identify the corporate
Identity Provider (IdP) for the user’s account, and then click Go.
If the user does not know this ID, they should contact their system administrator.
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Summary Page
The following figure shows a typical Summary page that users see after they sign
in to the Account Management Website. The exact options available depend on
the Agent configuration and Connected Backup account of the user.
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MyRoam
MyRoam
MyRoam lets users retrieve backed-up files to any computer without using the
Agent User interface. To access MyRoam, a user must sign in to Account
Management Website. After the user selects files to retrieve, the Data Center
creates a ZIP archive file that contains the selected files. The user downloads this
file, and then extracts it to a location on his or her computer.
NOTE Users cannot retrieve files if the ZIP archive file is larger than 2
GB. If MyRoam determines that the ZIP will be larger than 2 GB, it
prompts the user to clear some files from the retrieval set, and then try to
retrieve files again.
MyRoam cannot retrieve e-mail files backed up by an Agent that uses
EmailOptimizer.
If you initiate the retrieval from a computer with a different type operating system
than the computer on which the Agent account resides, the Data Center creates a
ZIP file that contains only the files that you selected. The ZIP file does not retrieve
the metadata associated with the files.
If you initiate the retrieval from a computer that runs the same type operating
system as the computer on which the Agent account resides, the Data Center
creates a ZIP file that contains the following files:

MyRoam_Expander file
 A message file
 A data file
The MyRoam_Expander file is an executable file that retrieves your files along
with metadata that is associated with the files.
For example, if you use Safari on a Mac computer to download files from an Agent
account on a Windows computer, the Data Center creates a ZIP file that contains
only the files that you selected for retrieval. If you use Safari on a Mac computer to
download files from an Agent account on a Mac computer, the Data Center
creates a ZIP file that contains the files that you selected for retrieval and the
MyRoam_Expander executable file. You extract the contents of the ZIP file, and
then double-click MyRoam_Expander.
To access MyRoam, users must log on to Account Management Website.
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License and Permission Requirements
To let users use MyRoam, enable MyRoam in the Support Center. You can enable
MyRoam in your top-level community. You also can enable or disable MyRoam in
individual subcommunities and for individual accounts.
You can enable MyRoam in one or more communities under the following
conditions:

If you host your Data Center, you need to install a license for MyRoam on the
Data Center server. If your current license file does not include MyRoam,
contact your sales representative to buy this license.

To enable the MyRoam feature in a community, your technician account must
have Permission to Allocate Licenses to Sub-communities enabled.

To enable MyRoam for specific Agent configurations, your technician account
must have Modify Agent Configuration enabled.
MyRoam Installation
The MyRoam installation is part of the Account Management Website installation.
To install MyRoam, run Data Center Setup and select Install Website with
MyRoam. For information on how to install software on the Data Center server,
refer to Installing the Data Center.
Enable MyRoam
You must enable MyRoam for each community and each configuration in the
community that needs access to this feature.
To enable MyRoam
1. Sign in to Support Center. Use a technician ID that has the Allocate Licenses
to Sub-Communities and Modify Agent Configurations permissions enabled.
2. Select the community where you want to enable MyRoam.
3. On the Community Status page, click Manage Features.
4. On the Manage Features page, locate the row for the MyRoam feature, and
then in the Settings column, click Enabled.
5. Click Save.
6. Expand the Configurations node.
7. Expand the Profile and Website Settings node and select the configuration
for which you want to enable MyRoam.
The Edit Profile and Website Settings - General page opens.
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MyRoam
8. Select Options.
The Edit Profile and Website Settings - Options page opens.
9. In the Account Management Options section, select Allow end users to
retrieve files using MyRoam.
10. Click Finish.
Enable MyRoam for Individual Accounts
After you enable MyRoam at the community and configuration level, you can
enable it for individual accounts or account groups.
To enable MyRoam for one or more accounts
1. Sign in to Support Center. Use a technician ID that has the Modify Agent
Configurations permissions enabled.
2. Search for an account or create an account group.
3. Select Tools > Change MyRoam State.
4. Select the check box to enable MyRoam, and then click Save.
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CHAPTER 8
Agent Interfaces
This chapter explains the interfaces that you can use to install and configure
Agents.

Overview of the Agent Interfaces

Agent Startup Wizard

Agent User Interface

Agent Command-line Interface
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Overview of the Agent Interfaces
The Agent includes the following interfaces:
Agent Startup Wizard
A graphical interface that opens when users start their Agents
for the first time installation. For more information, see “Agent
Startup Wizard” on page 117.
Agent User interface
A graphical interface that you use to perform the following
tasks:
 View a summary of the most recent backup results and the
configured backup schedule.
 View and specify files in the backup set. The backup set
contains the files you selected for back up.
 View and add rules to the Agent rule set.
 Retrieve files that the Agent previously backed up.
 View a history of Agent events and operations.
For more information, see “Agent User Interface” on
page 122.
Installation
command-line
interface
A command-line interface that you use to perform the
following tasks:
 Install an Agent
 Remove an Agent
 Recover an Agent
 Upgrade an Agent
For more information, refer to Installing PC Agents.
Agent command-line
interface
A command-line interface that you use to perform the
following tasks:
 Back up files
 Retrieve files
 Activate Agents
 Update account profiles
For more information, see “Agent Command-line Interface” on
page 126.
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Agent Startup Wizard
Agent Startup Wizard
The Agent Startup Wizard is a graphical interface that, if enabled, guides users
through set up or recovery of Agent accounts. The Agent Startup Wizard runs
under the following circumstances:

Technicians or users run the msiexec tool to perform the following tasks:
 Install a native account with the Startup Wizard enabled in Support Center.
 Install any type of account using an invalid value for the
RESERVATIONCODE parameter.
 Install an enterprise directory account without using the LDAPID
parameter or specifying an invalid LDAP account for it.
 Install a single sign-on account in non-silent mode (/qr or /qf verbosity).

Users start an Agent from a disk image that was installed with the msiexec
tool’s DISKIMAGE=serviceon parameter.
The technician who creates the disk image must create one with a running
service. For more information, refer to Installing PC Agents.

Technicians or users activate an Agent installed with the msiexec tool’s
DISKIMAGE=serviceoff parameter, as follows:
 Use the activate command with the -registernow parameter on a
native account that has the Startup Wizard enabled for it through Support
Center.
 Use the activate command with the -registernow parameter for an
enterprise directory or SSO account without also specifying the -ldapid
or -accountuid parameter, respectively.
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Startup Wizard Main Pages
When a user starts the Agent for the first time, the Startup Wizard displays a
Welcome page that describes the purpose of the Agent and the Wizard. The user
selects one of the following options:
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Create a new backup account

Recover an existing Agent account
HP Connected Backup Administering PC Agents
Agent Startup Wizard
Startup Wizard – Create Account Option
Depending on Agent configuration, the wizard prompts for one of the following:

Profile information (no account reservation code)
 Account reservation code
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LDAP network login credentials

Single sign-on (SSO) credentials
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Agent Startup Wizard
Startup Wizard – Recover Account Option
The Recover Account Option prompts for Agent account number and credentials
to recover the account.

Native and LDP accounts

Single sign-on (SSO) accounts
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Agent User Interface
You use the Agent user interface to perform the following tasks:
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View a summary of the most recent backup results and the configured backup
schedule.

View and specify files in the backup set. The backup set contains the files you
selected for backup.

View and add rules to the Agent rule set.

Retrieve files that the Agent previously backed up.

View a history of Agent events and operations.
HP Connected Backup Administering PC Agents
Agent User Interface
Agent Main Window
The following figure shows the main window that the Agent displays when you
open the Agent:
Retrieve Panel
Advanced Rules
Back Up Panel
Message Panel
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Settings
Help
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Agent User Interface Components
The following table describes the components of the Agent user interface.
Component
Description
Message Panel
 Messages. Displays the number of messages. Click Show to
display the messages in detail.
 Settings. Click to configure Agent settings.
 Account. Click to change the account preferences such as
e-mail, password and contact information. Can only change
you have a native Agent account and permission to edit your
profile.
 Backup Schedule. If you configure the Agent to let users edit
the backup schedule, this option lets users change the dates
and times when backups occur.
 Options. If you configure the Agent to let users change backup
options, this option lets users perform backups over dial-up
connections and change the backup mode (passive or
aggressive). For more information about backup modes, refer
to Support Center Help.
 Application. Periodically, updates to Connected Backup
become available and are automatically installed on your
computer. The Application tab displays the version number and
installation date of the Connected Backup software on your
computer.
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if
Agent User Interface
Component
Description
Help button
 Help. Displays a list of available help topics.
 About. Displays information about the installed Agent software. It
also displays the account number associated with the Agent.
Back Up Panel
 Current Backup Set. Browse the contents of your computer to
see which items your backup set contains.
 Last Backup. Displays the time of the last backup. Click the date
link to view a detailed summary of the last backup.
 Next Backup. Displays the time of the next automatic backup.
Click the date link to change the backup schedule.
 Refresh button. Click to view recently added items.
 Advanced Rules button. Click to add backup set rules.
 Back Up Now. Lets you start a back up manually. The Agent
backs up all new or changed files in the back up set.
Retrieve Panel
 Backup Set. Browse the contents to see which items were
backed up.
 Retrieve Now. Lets you start a retrieve.
Use the Agent User Interface
The following table explains how to use the Agent user interface:
Goal
Action
Select an Agent function
Click the appropriate panel to perform the following tasks:
 Select or clear files in the backup set.
 Retrieve files.
 View the Agent History of events.
 View a summary of the most recent backup.
Gain access to online help
To open the Agent help, click
For information
Help button.
HP Connected Backup Administering PC Agents
about
an
> Help.
open
panel
or
window,
click
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Agent Command-line Interface
When you install the Agent software, Agent Setup program also installs the Agent
command-line interface. You can use the Agent command-line interface to
perform the following tasks:
 Activate Connected Backup Agents from a disk image.

Back up files.

Retrieve files that the Agent previously backed up.

Get Agent configuration data.
The following table lists the commands that you can use and where to find
additional information about them.
Command
Purpose
Reference
activate.exe
Activates an Agent that an
administrator installed from a
disk image.
Installing PC Agents
backup.exe
Initiates an unscheduled
backup. This command is
similar to using Backup Now
in the Agent User interface.
“File Backup” on page 129
retrieve.exe
Retrieves one or more files
from the Data Center or from
an account image.
“File Retrieval” on page 145
updateprofile.exe
Updates registration fields
according to settings that you
specify in an XML file.
“Use the UpdateProfile
Command” on page 126
The commands and parameters are not case-sensitive.
Use the UpdateProfile Command
The UpdateProfile command causes the Agent to update the registration
information stored on the Data Center server with information that you specify in
an XML file.
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NOTE The UpdateProfile command does not support
accounts that are mapped to an enterprise directory or use
single sign-on credentials.
The UpdateProfile command uses the following syntax:
updateprofile.exe -f[ile] filename
[{-help | -?}]
Where filename is the full path name to the XML file that contains registration
information.
The following table describes the parameter that UpdateProfile uses:
Parameter
Syntax/Description
-f [ile]
(Required)
Specifies the path name of an XML file that you create.
Examples:
updateprofile.exe -f "c:\filename.xml"
Where
filename is the name of the XML file that contains registration information.
The following example shows how you can use the UpdateProfile
command after you recover an account:
msiexec /qn /i AgentSetup.msi
ACCOUNTNUMBER=account_number TECHID=technician_id
PASSWORD=technician_password
updateprofile.exe -f "c:\filename.xml"
[{-help |
-?}]
(Optional) Displays help for the current command.
For more information on the required fields and the maximum character length for
each field in the XML file, refer to Installing PC Agents.
The UpdateProfile command requires all of the registration fields.
If you do not specify information for a registration field (for example, you specify
<EmployeeID></EmployeeID>), UpdateProfile clears the field in the Data
Center database.
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NOTE The UpdateProfile command overwrites changes that you make
to these fields with Support Center.
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CHAPTER 9
File Backup
This chapter explains the process that the Agent uses to upload data from a PC to
the Data Center. It also describes the backup settings in Agent configurations.

The Backup Process

Connected EmailOptimizer Information

Back up Encrypted Files, Metadata, and Attributes

Backup Settings
The Backup Process
The following actions occur during the backup process:
1. The Agent scans the host computer’s hard disk and creates a list of files
eligible for backup.
2. The Agent analyzes the file list to identify any new files or files that have
changed since the last backup.
3. The Agent connects to the Data Center.
4. The Agent transmits files to the Data Center.
5. The Agent records the results of the backup.
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Disk Scan
When the Agent initiates a backup, either in response to a user request or
according to its backup schedule, the Agent scans files on disk drive volumes.
The scan excludes removable or network share drives.
If you use the Agent rule set to exclude specific drives, the Agent does not scan
those drives. If you exclude drives that have files that you do not need to back up,
you reduce the amount of time that is required to back up a computer.
The scan creates a list of the files that are on the computer. The Agent uses the
rules in its rule set to determine which files to select for backup. The backup set
for the Agent contains all of the selected files in the list.
NOTE The next backup requires a scan of the entire hard disk under the
following circumstances:
 You restart the Agent service or the Agent computer.
 The Agent rule set changes.
 The components of the backup set change.
 The files in the backup set have 90,000 or more changes for backup.
File Analysis
During analysis, the Agent reviews the list of files it compiled during the scan and
determines whether each file is new, modified, or an exact duplicate of another file
on the computer. It also determines whether the user deleted any previously
backed-up files. The Agent then performs the actions described in the following
table:
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File type
Actions
Base
The file is new, and the Agent backed up the file in its entirety. The
Agent sends the entire file for back up and designates it as a base file.
Deleted Files
The Agent uses file synchronization to notify the Data Center if a user
deleted a previously backed-up file. The Data Center deletes the file
after the file expiration rules determine whether the Data Center
retains a file in storage.
DeltaBlock
The Agent backs up a modified file from the base file data and saves
that file as a delta file.
MDATE
The Agent checks a file modification date (MDATE), size, directory
path, and security descriptors to determine whether a file has changed
since the last backup session.
HP Connected Backup Administering PC Agents
The Backup Process
File type
Actions
Compound
Mail File
Outlook and Lotus Notes store email messages for a user in a single
*.pst or *.nsf file. If you use the optional Connected EmailOptimizer
feature, the Agent can decompile the mail files. This action enables
the Agent to analyze attachments during backup and apply the
DeltaBlock and SendOnce technologies to individual mail folders and
attachments. If you use Connected EmailOptimizer, you can reduce
the amount of disk space on the Data Center required to store
duplicate attachments.
SendOnce
If the file has been backed up previously, the Agent does not back up
this file because at least one other account has already backed up the
same file. SendOnce technology prevents multiple copies a file from
being stored on the Data Center.
Size
The original size of the file in KB, MB, or GB before the Agent applied
SendOnce, Delta Block, or compression.
Symbolic Link
If the file is a duplicate of another file. The Agent designates a
symbolic link to the duplicate file and does not send the file contents.
Touch
The Agent backs up only changes to the file attributes because the
data remained the same.
Modified File Identification
The Agent backs up only new files and the portions of files that changed since the
last backup. This process ensures complete protection of the files and reduces
use of disk space on the Data Center. To determine whether a file changed since
the last backup session, the Agent checks the file’s modification date (MDATE),
size, directory path, and security descriptors.
The Agent determines which portions of the file changed by comparing the digital
signature of the file with that of the version on the Data Center. The Agent backs
up only the changed portions, or deltas, of these files.
Modified Mail File Identification
Microsoft Outlook and Lotus Notes store user’s e-mail messages in a single *.pst
or *.nsf file. If you use optional Connected EmailOptimizer, the Agent can
decompile the mail files. This action enables the Agent to analyze attachments
during backup and apply DeltaBlock and SendOnce to individual mail folders and
attachments. If you use the Connected EmailOptimizer feature, you substantially
reduce the amount of disk space on the Data Center required to store duplicate
attachments.
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If you do not use the Connected EmailOptimizer, the Agent cannot analyze the
contents of individual messages and file attachments to identify changes or
determine whether the attached files already exist in the SendOnce pool on the
Data Center. As a result, new attachments received since the last backup are
sent, in their entirety, to the Data Center for backup.
For a description of EmailOptimizer, refer to Product Overview.
File Preparation
The Agent compresses and encrypts file data before it transmits the data to the
Data Center. It uses the ZLIB compression library to compress both base and
delta file data and then uses the encryption method that you specified when you
registered the Agent to encrypt the data.
Connection to the Data Center
The following actions occur when the Agent connects to the Data Center:
1. The Agent uses a network connection to connect to the Data Center. When
the Agent contacts the Data Center, the Agent account number identifies the
Agent.
2. After the Data Center authorizes the connection, the Data Center creates an
empty archive for the account and waits to receive files from the Agent.
3. While the Data Center waits to receive files, it downloads a list of expired files
to the Agent.
4. The Agent records the file expirations in a local database on the client.
5. The Agent also checks the Data Center to determine which file sets for backup
already exist in the SendOnce pool.
If an exact copy of a file exists in the SendOnce pool, the Agent does not send
the file’s content to the Data Center. Instead, it sends information about the file
name and location. The Agent and Data Center can use this information at a
later time to retrieve the file content from the SendOnce pool to restore the
client’s copy of the file.
NOTE The Agent initiates connections between the client and the Data
Center server. The Data Center never initiates contact with the Agent
client. Even when a technician uses Support Center to modify an Agent
configuration, the Data Center downloads the changes only after the
Agent connects to the Data Center.
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The Backup Process
Transmission of Files
After the Agent connects to the Data Center, it initiates a backup session. The
backup consists of the following tasks:
1. The Agent transmits the digital signature of the file to the Data Center. The
Data Center compares this signature with other files in its database. If an
identical file exists in its database, the Data Center creates a pointer to the file
in the SendOnce pool when it creates the archive for the backup. The Agent
does not transmit the file to the Data Center.
2. If the SendOnce does not contain the file, the Agent uses the ZLIB
compression library to compress the file.
3. The Agent uses an encryption key to encrypt the file. The Agent generates the
encryption key. You cannot view this key.
4. The Agent transmits the compressed and encrypted file to the Data Center.
5. As the Data Center receives the files, it puts them into archives.
For more information, refer to the Product Overview guide.
Record of Backup Results
The Data Center transmits an acknowledgement (ACK) or non-acknowledgement
(NACK) for each file that it receives or fails to receive from the Agent. The Agent
uses these receipts to update the Agent database. To view the results of the
backup, view the Agent History in the Agent User interface or Support Center.
NOTE If a backup fails because of a power outage, or a backup service
fails unexpectedly, the Agent History indicates the failure but does not
provide details.
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Connected EmailOptimizer Information
If you use Connected EmailOptimizer to back up your mail files, the decompile
process creates smaller constituent files on your computer that contain parts of
the mail file. By default, Connected EmailOptimizer stores these constituent files
in the following locations, based on Agent version and the type of operating
system on your computer:
Version
Location
7.x versions before
7.5.3 update 6
Mail folder resides in the Connected Backup installation folder,
by default: [$systemdrive]\Program Files\
Connected\Mail
7.5.3 update 6 and
later
[$systemdrive]\Documents and Settings\All
Users\Application Data\Email Backup
Optimization\Data\Mail
8.x versions before
8.2.0
Mail folder resides in the Connected Backup installation folder,
by default: [$systemdrive]\Program Files\Iron
Mountain\Connected BackupPC\Mail
8.2.0 to 8.2.0.4
In a subfolder beneath the current location of the mail file, with
the same name as the backed up mail file.
8.2.1 and later
[$systemdrive]\Documents and Settings\All
Users\Application Data\Email Backup
Optimization\Data\Mail
8.2.2 and later
(Windows Vista)
[$systemdrive]\ProgramData\Email Backup
Optimization\Data\Mail
8.4.0 and later
(Windows 7)
[$systemdrive]\ProgramData\Email Backup
Optimization\Data\Mail
You can configure the version 8.5 or later Connected EmailOptimizer to store the
constituent files that pertain to a backed-up mail file to a folder other than the
default folder.
To change the folder that Connected EmailOptimizer uses to store and process
mail files, modify the appropriate Windows registry key for the Agent computer
operating system:

Windows 32-bit
HKEY_LOCAL_MACHINE\SOFTWARE\Connected\Agent\Mail
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
Windows 64-bit
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Connected\Agent\Mail
NOTE If you change this Windows registry key for an Agent that has
previously backed up files using the Connected EmailOptimizer, the
Agent leaves any previous constituent files in the default local folder. You
must remove the Connected EmailOptimizer constituent files manually
from the default local folder.
If you uninstall an Agent that uses this Windows registry key, you must remove the
Connected EmailOptimizer files manually from the specified folder.
Back up Encrypted Files, Metadata, and Attributes
You can back up the following types of files:
Data
Description
Encrypted files
The Agent backs up encrypted files using SendOnce and Delta
Block technology. You must configure your system to use the NTFS
file system when you back up encrypted files.
For encrypted files, the Agent does not back up multiple data
streams, reparse points, extended attributes, sparse files, or shared
file attributes.
Multistream files
In the NTFS file system, a stream contains the data written to the
file. In addition, the stream can contain metadata for the file. You
can create files that have multiple data streams associated with
them.
The Agent backs up multistream files. If a file has an Object
Identifier, the Agent omits it from the backup. An Object Identifier is
a type of tag that is sometimes associated with Microsoft Office files.
Open files
The Agent can back up open files and files that are in use by an
application at the time of backup. The Agent uses Microsoft Volume
Shadow Copy Service (VSS) for open file backup. If the Agent
cannot connect to the open file, the Agent generates an event in
Agent History and does not back up the file.
For more information about requirements for backing up open files,
see “Backup Settings” on page 137.
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Data
Description
Reparse points
A reparse point is a collection of metadata that an application stores
with a file or directory that it creates. Reparse points have an
association with an application-specific filter.
When a user opens a file or directory, the file system passes the
metadata to the application-specific filter. The filter processes the
data in the reparse point and performs the specified action.
Examples of reparse points include symbolic links and Volume
Mount Points.
The Agent backs up the metadata for all reparse points except for
Volume Mount Points.
Security
descriptors
Security descriptors prevent unauthorized access to files. Security
descriptors include information such as the following:
 Owner of the file
 Permissions the owner has granted to other users
 Actions that the file system logs for auditing purposes.
If a security descriptor for a file or folder changes, the Agent
considers the file or directory to be different from the previous
version and backs up the security descriptors for the file or folder.
The Agent backs up file content only if the Agent determines that, in
addition to the security descriptors, the content changed.
Sparse files
Sparse files contain empty spaces (represented as strings of zeros)
along with meaningful data (nonzero data). The file system
allocates disk space for the meaningful data but does not allocate
space for the nonmeaningful data (the strings of zeros). The file
system tracks where the nonmeaningful data belongs. When an
application retrieves a file, the Agent can retrieve the data and the
strings of zeros.
The Agent backs up all allocated blocks in a sparse file. It does not
back up the unallocated block. When an application connects to the
file, the correct data is available.
CAUTION Do not include the Time Machine folder in your backup set. If
you do, the backup process uses all available memory.
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Backup Settings
Backup Settings
When you use Support Center to create or modify an Agent, you select
backup settings that suit the unique needs of your users. The following table
describes the backup settings:
Backup Settings
Descriptions
Backup messages
You can use the following settings to configure Agents to
manage messages related to backups:
 If the Agent is closed before automatic backup starts, prompt
the user to delay, start or cancel the backup.
 If the Agent is closed, show backup outcome as a popup
message.
 Show a warning if there has been no successful backup in 4
days.
Agent visibility
You can use the following settings to display information on the
Agent window:
 Show the splash screen during system startup.
 Show the Agent Status icon in the taskbar notification area.
Connected
EmailOptimizer
password prompt
(PC Agents only)
For accounts with Connected EmailOptimizer, you can select
how the PC Agent prompts users for email passwords during a
backup. Select one of the following options:
 Prompt for the password for one minute. If the user cancels
or does not reply to this prompt, back up the Lotus Notes or
Microsoft Outlook file without optimization.
 Prompt for the password until the user responds. If the user
cancels this prompt, do not back up the Lotus Notes or
Microsoft Outlook file.
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Backup Settings
Descriptions
Backup mode
You can specify one of the following backup modes:
 Passive. The Agent does not retry backups that cannot start
because of the following conditions:
 Errors.
 The Agent is busy doing a retrieval.
 The computer cannot connect to the Data Center.
Under these circumstances, the Agent waits for the next
scheduled backup, or for a user to initiate a manual backup.
 Aggressive. The Agent retries backup periodically until a
successful backup occurs. If a backup attempt generates
warnings or errors, the Agent does not retry backup.
Backup limits
You can limit the size of the backup set for each Agent
configuration.
You can limit the size of backups in the following ways:
 On the Agent computer, set a size limit of the backup set in
megabytes or gigabytes. For example, you can set the
backup set size limit to 30 GB.
 Configure the Agent to display a warning message when the
backup set reaches a specified percentage of its limit. For
example, you can configure the Agent to display a warning
when the backup set size is 90% of the allowed size limit.
Backup permissions
You can configure Agents to let users have the following
permissions:
 Modify their backup sets. If you enable this permission,
users have access to user-configurable backup options such
as the backup mode settings.
 Allow backup over dial-up connections.
 Let users edit their backup schedules in the Agent User
interface.
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Use the Agent User Interface to Back Up Files
Backup Settings
Descriptions
Backup schedule
You can select one of the following backup schedules:
 Automatic on specific days and times (default). Starts a
backup during the same time period each day. For example,
the Agent can perform a backup each night between
midnight and 6:00 A.M. You can select only a range of time
and not an exact time for the backup. The Agent determines
when to perform the backup within the range that you
specify. This behavior balances network traffic.
 Manual backup. Starts a backup only when a user initiates
it.
Agent rule sets
To determine which files to select for backup, create rule sets.
To create rule sets, use the Agent Rules wizard in Support
Center.
New Agent installations include configured rules. If you change
the rules, the Agent receives the changes the next time that it
connects to the Data Center.
Users can create rules that override some rules in an Agent’s
default rule set. You can create overriding rules in the following
ways:
 Select or remove files on the Backup Set tab in the Agent
User interface.
 Use the Advanced Rules option to create rules.
For both options, users must have permission to modify their
backup sets, which you set in the Agent Settings component
associated with the Agent configuration.
For more information about rule sets, see “Create Agent Rule
Sets” on page 65. For more information about how to create
rules, refer to Support Center Help.
Use the Agent User Interface to Back Up Files
You can use the Agent User interface to start a backup manually, specify which
files are in the backup set, or monitor a backup in progress.
The Agent configuration that you create in Support Center determines how the
Agent backs up data. The configuration includes all of the backup settings and
versions for the Agent.
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For more information about how to create Agent configurations, refer to Support
Center Help. For more information about how to use the Agent command-line
interface for backups, see “Back Up Files Using the Backup Command” on
page 142 and refer to Agent Help.
Back Up Panel
You can use the Back Up panel to change the file selection for the backup set or
start a backup manually. For more information, refer to Agent Help.
The following figure shows the Back Up panel:
Select or deselect files
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Click Backup Now
to initiate a backup manually
HP Connected Backup Administering PC Agents
Use the Agent User Interface to Back Up Files
View History Dialog
You can view history details about the last backups that the Agent performed. To
view history, click the date link next to Last Backup on the Back Up Panel. The
View History dialog opens.
The following figure shows the View History Dialog:
Backup Monitoring
If you configure the Agent to use a predetermined schedule, you do not need
to open the Agent User interface. The Agent scans the system’s hard disk and
identifies which files to back up.
If you want to monitor progress of a backup, open the Agent User interface
while the backup is in progress. The Agent displays a progress window that
indicates the state of the backup. The Agent disables all other tabs and
options. You can check the Agent history to determine the outcome of a
backup that is complete.
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The following figure shows the Agent User interface while a backup is in
progress:
Back Up Files Using the Backup Command
Rather than wait for a scheduled backup, you can use the Backup command from
the Agent command-line interface to start a backup. This command is equivalent
to Backup Now in the Agent User interface.
The Backup command backs up files based on the backup settings in the Agent
configuration. You cannot use the Backup command to specify a specific file for
backup.
Also use the Backup command if you use scripts to automate computer
management or if you must manage computers from remote locations.
For more information about how to gain access to the Agent command-line
interface, see “Agent Interfaces” on page 115.
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Requirements for Backing Up Open Files
The Agent can back up files that are open when the backup runs. To ensure that
the Agent can back up open files, you need 20% of available disk space on each
drive that the Agent backs up. The backup event in Agent History indicates
whether the Agent was able to back up open files.
Backup Command Syntax
The backup command uses the following syntax:
backup.exe
[{-firstbackup | -b}]
[{-register | -r}]
[-help | -?]
Backup Command Options
The Backup command has the following options:
Option
Description
[{-firstbackup | - b}]
(Optional) Initiates a first backup after you install the
Agent.
[{-register | -r}]
(Optional) Performs account registration.
[-help | -?]
(Optional) Displays help for the current command.
Backup Command Example
The following example is a command that starts the first backup after you install
the Agent.
backup.exe -firstbackup
The Agent uses the rules in its configuration to select files for backup.
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CHAPTER 10
File Retrieval
This chapter explains how to retrieve files from the Data Center and from media.

The Retrieval Process

Support for Encrypted Files, Metadata, and Attributes

Retrieve Files Using the Agent User Interface

Retrieve Files Using the Retrieve Command

Retrieve Data from Media
The Retrieval Process
The following actions occur during the retrieval process:
1. The Agent connects to the Data Center to initiate a retrieval request.
2. The Data Center receives the request and packages files from one or more
archives.
3. The Data Center compresses and encrypts the packaged files, and then
downloads them to the Agent.
4. The Agent decompresses and decrypts the files.
5. The Agent distributes the files to the destination folders, and then applies
conflict resolution rules.
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File Repackaging
Many files that you retrieve have multiple versions backed up on the Data Center.
These backups contain incremental changes, or deltas, that the Data Center
stores in one or more archives.
During a retrieval, the Data Center collects the archives that it needs to
reconstitute the requested version of the files from its server and, if applicable,
from its auxiliary storage devices. The Data Center extracts the required base and
delta files from the archives. It then merges them to create the file or files that the
Agent requested. Before the Data Center downloads the files to the Agent, the
Data Center compresses and encrypts the files again for security.
E-mail Notification
You can configure the Data Center to send an e-mail message to the Agent e-mail
address when anyone retrieves files for an account that is registered in a specific
community.
E-mail notification contributes to security. When a technician knows about a file
retrieval, the technician can act appropriately if an unauthorized person retrieves
the files.
You enable e-mail notification through Support Center at the Data Center,
community, or subcommunity level. You cannot restrict e-mail notification to
specific Agent configurations. You can enable e-mail notification for the entire
Data Center or specific communities. For more information about how to enable
e-mail notification, refer to Support Center Help.
Support for Encrypted Files, Metadata, and Attributes
This section describes how Connected Backup supports encrypted files,
metadata, and attributes during file retrievals.
Retrieval of Encrypted Files
To retrieve an encrypted file, you need access permissions to the encrypted file.
You also must use a system that is configured to use the NTFS file system.
If you retrieve files that were encrypted by a third-party application before you
backed them up to a folder that is also encrypted by the third party application, the
third-party application encrypts the files after the retrieval process completes.
If you retrieve the encrypted files to a directory that is not encrypted by the
third-party application, the files are not encrypted after the retrieval process
completes.
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If you use MyRoam to retrieves the encrypted files, the third party application does
not encrypt the files after the retrieval process completes.
Retrieval of Sparse Files
During a retrieval, the Agent restores sparse files and all allocated sparse data
that was previously backed up.
Retrieval of Multistream Files
Retrieve restores only alternate streams on files. If a folder is missing on the client
system but was previously backed up, you can select this folder for retrieval. The
Agent then retrieves the associated multistream data.
Retrieval of Reparse Points
A reparse point is a collection of metadata that an application stores with a file or
directory that it creates. During a retrieval, the Agent restores reparse points for
files only. It does not restore reparse points for directories. Remove directory
junctions before you retrieve the directory.
You cannot retrieve Volume Mount Points.
Retrieval of Security Descriptors
When you retrieve a backed up file or directory, the Agent assigns the appropriate
security descriptor to the file or directory.
If the Agent must create a directory to restore a file, and the directory was not
backed up previously (and therefore had no security descriptor assigned to it), the
assigned security descriptor is the default value for the retrieve location. The
security identifier (SID) that Retrieve assigns to the owner field of the security
descriptor is the SID for the user performing the retrieve.
If you retrieve a file that did not have a security descriptor when Connected
Backup backed it up, Retrieve assigns the default security descriptor for the
retrieve location to the file. The security identifier (SID) that Retrieve assigns to
the owner field of the security descriptor is the SID for the user performing the
retrieve.
Retrieval of Open Files
The Agent can back up open files and files that are in use by an application at the
time of backup. For more information about backing up open files, see “Back up
Encrypted Files, Metadata, and Attributes” on page 135. You can retrieve the files
that the Agent backed up while they were open.
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If you try to retrieve a file while it is currently open on your system, and you
selected the Overwrite the files currently on my computer option, the Agent
renames the file that it retrieves from the Data Center. When the Agent renames
files, it adds a number to the end of the file name.
The Agent also generates an event in Agent History to indicate that it retrieved
and renamed the file.
Retrieve Files Using the Agent User Interface
When the Agent retrieves files, it uses the Agent account number to authenticate
to the Data Center. The Agent submits the retrieval request to the Data Center
and waits to receive the files. For more information about the Agent User
interface, see “Agent Interfaces” on page 115.
Retrieve Panel
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The following figure shows the Retrieve panel with a list of retrievable files.
1. Select files to retrieve
2. Click to retrieve files.
Retrieve Permissions
The Retrieve permissions that you set in the Agent configuration determine
whether users need to provide credentials to gain access to the Retrieve panel.
When you create Agent settings, you can specify one of the following actions:

Do not require a password to retrieve files.

Require a password to retrieve files. The password is the password
associated with the account. If you upgraded the Agent from a Legacy PC
Agent, the password is the encryption key for the account.
If you configured the Agent to require credentials, the Agent prompts the user for
this information before it opens the Retrieve panel.
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File Selection
By default, the Agent’s Retrieve panel lists the most recent versions of files that
the Agent created during the last backup. You can also display the files that the
Agent backed up on or before a specified date, or all versions of the files. You can
use these options to retrieve earlier versions of files as well as the most recent
ones.
To select files that you want to retrieve, select the check box next to each folder or
file.
For more information about how to select files, refer to Agent Help.
Destination Options
After you select files to retrieve, the Agent displays the Retrieve Options dialog.
On the Retrieve Options dialog, you can select any of the following options as
destinations for retrieved files:

Save all files in folder. Specifies a specific folder as the destination for
retrieved files. The default destination is c:\Users\<accountname>\
Documents
where
<account_name> is the name of the user account.
If you select Save all files in folder, you can also select Maintain original
folder structure. When you select this option, the Agent creates a file path in
the destination folder that is the same as the file path in the original folder.

Save files in their original locations. Restores files to their original
locations. When you select this option, you disable the other destination
options.
File Name Conflict Options
In addition to using the Retrieve Options dialog to select destinations for retrieved
files, you can specify how to rename files in case a file name conflict occurs. You
can choose either of the following options:

Rename the files being retrieved. Renames a file when the destination
folder contains a file with the same name, and adds a number to the end of the
file name when it renames files.
For example, if you retrieve a file named Report.doc and this file exists in
the destination folder, Retrieve would rename the file to Report1.doc.
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Overwrite the existing file. Overwrites files on your computer if the retrieved
files have the same name as existing files.
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Retrieve Files Using the Retrieve Command
To use the Agent command-line interface to retrieve backed up files from the Data
Center, issue the Retrieve command.
NOTE The Retrieve command does not support single sign-on (SSO)
credentials. Therefore, if a user in an SSO community has an Agent
Configuration that requires a password for retrievals, he or she cannot
use the Retrieve command to retrieve files. However, a technician can
use the Retrieve command to retrieve files on the user’s behalf. To do
so, the technician must use the Retrieve command with a Technician
ID that meets the following criteria:
 has native Connected Backup credentials or is mapped to an
enterprise directory
 has permission to access the SSO community in which the user’s
account resides
After you issue the Retrieve command, the Agent connects to the Data Center
and uses its account number to authenticate. The Agent submits the retrieval
request to the Data Center and waits to receive files.
If a file that the Agent retrieves has the same name as a file in the destination
folder, the Agent renames the file in the destination folder. For more information
about how to gain access to the Agent command-line interface, see “Agent
Interfaces” on page 115.
Use the Retrieve command in the following situations:

You use scripts to automate computer management or to manage computers
from remote locations.

You want to retrieve file images stored on media.
The Retrieve command is the only way to retrieve files from images stored on
media. For more information about retrieving files from images, see “Retrieve
Data from Media” on page 156.
For more information about performing command-line installations, refer to
Installing PC Agents.
Retrieve Command Syntax
The Retrieve command uses the following syntax:
retrieve.exe
{-date | -d} YYYY-MM-DD
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{-time | -t} HH:MM:SS
[{-backupDates | -bd}]
(-techid | -id} technician_ID
{-password | -pw} technician_password
[{-destination | -dp} path]
[{-source | -s} source_path | {-sourcefile | -sf} file_name |
{-alldata | -a}]
[{-norecurse | -nr}]
[{-help | -?}]
Retrieve Command Options
The Retrieve command has the following options:
Option
Description
{-date | -d} YYYY-MM-DD
(Optional.) The date of the file that you want
to retrieve.
If you do not use the -date or -time
parameters, the retrieve command retrieves
the most recent version of the files.
If you use -date with -time, you retrieve
files as of the date and time that you specify.
If you use -date without -time, you retrieve
files as of midnight on the date that you
specify.
If you use -date with -time, you retrieve
files as of the date and time that you specify.
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Option
Description
{-time | -t} HH:MM:SS
(Optional.) The time of the file that you want
to retrieve. Use a 24-hour time format to
specify the time.
If you do not use the -time or -date
parameters, you retrieve the most recent
version of the files.
If you use -time with -date, you retrieve
the files as of midnight on the date that you
specify.
If you use -time without -date, you retrieve
files as of the current date and the time that
you specify.
If you use -time with -date, you retrieve
files as of the date and time that you specify.
{-techid | -id} technician_ID
(Required only as indicated.) The ID of a
valid user or technician that either has native
Connected Backup credentials or is mapped
to an enterprise directory.
NOTE This option does not support IDs for
SSO accounts.
Required only as follows:
 For users, if you run the Retrieve
command from a computer that hosts an
Agent configured for an account other
than your own.
 For technicians, it is always required. In
addition, the technician account must
have permission to access the community
in which the user’s account resides.
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Option
Description
{-password | -pw}
technician_password
(Required only as indicated.) The
password associated with the user or
technician account ID.
NOTE This option does not support
passwords for SSO accounts.
Required only as follows:
 For users, if your Agent Configuration
requires passwords for file retrieval.
However, if it does, and your account is
mapped to an SSO account, you cannot
use the Retrieve command to retrieve
files.
 For technicians, it is always required. In
addition, the technician account must
have permission to access the community
in which the user’s account resides.
[{-destination | -dp} path]
(Optional.) Specifies where you want to put
the restored files.
Use the following syntax:
drive:\path
If the original drive does not exist, the
Retrieve command creates the following path
for the retrieved files:
@Drive_n\original_filepath
If you do not specify this parameter, the
command restores files to their original
locations.
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Option
Description
[{-source | -s} source_path |
{-sourcefile | -sf} file_name
| {-alldata | -a}]
(Optional.) Specifies the files that you want
to retrieve.
You can specify one of the following options:
 -source | -s:
Specifies the path to the files that you want
to retrieve.
You can use the asterisk (*) and the
question mark (?) as wildcard characters.
The * wildcard matches any combination of
characters. The wildcard matches any
single character.
 -sourcefile | -sf:
Specifies a file that contains the list of file
paths that you want to retrieve.
Separate multiple file paths with tabs,
commas (,), or vertical bars (|), or put
each path on a separate line.
 -alldata | -a:
Retrieves all data from the backup
specified in the -date parameter. This
parameter is the default if you do not
specify the -source parameter.
[{-norecurse | -nr}]
(Optional.) Tells the Agent not to retrieve files
from lower level subfolders. Use this option
with the -source or -s option
[{-help | -?}]
(Optional.) Displays help for the Retrieve
command.
Examples of How to Use the Retrieve Command
The following examples show ways that you can use the retrieve command.
Retrieve a Single File
This command retrieves a file named myfile.doc from a backup set. The
example does not specify a date or time. Therefore, the command retrieves the
most recent version of the files. The example does not specify a destination
parameter. Therefore, the command restores the file to its original location.
retrieve.exe -techid supt346 -password 678ioh7 -source c:\
reports\myfile.doc
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Retrieve a Single File and Specify Date and Time
This command retrieves a file named myfile.doc from a backup set with a date
of January 15, 2014 and time of 2:15 a.m. The example does not specify a
destination parameter. Therefore, the command restores the file to its original
location.
retrieve.exe -date 2014-01-15 -time 02:15:00 -techid supt346
-password 678ioh7 -source c:\reports\myfile.doc
Specify a Retrieve Location
This command retrieves a file named myfile.doc from a backup set with a date
and time of January 15, 2014, 2:15 a.m., and saves the file to a folder named
c:\restore.
retrieve.exe -date 2014-01-15 -time 02:15:00 -techid supt346
-password 678ioh7 -destination c:\restore -source c:\reports\
myfile.doc
Retrieve Files Only in a Top-level Folder
This command retrieves files in a folder named c:\reports. In this example, the
NoRecurse parameter indicates that the command does not retrieve files in
subfolders.
retrieve.exe -date 2014-01-15 -time 02:15:00 -techid supt346
-password 678ioh7 -destination c:\restore -source c:\reports
-norecurse
Retrieve All Files in a Backup Set
The command retrieves all files in a backup set with a date and time of January
15, 2014, 2:15 a.m.
retrieve.exe -date 2014-01-15 -time 02:15:00 -techid supt346
-password 678ioh7 -destination c:\restore -alldata
Retrieve Data from Media
You can retrieve data from images stored on CDs, DVDs, or Network Attached
Storage (NAS) devices. You use this option when the size of a retrieval request
exceeds the capacity of the network connection.
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Retrieve Data from Media
Technicians use Support Center to order account images on media for users to
retrieve. Alternately, users can order images for themselves through the Account
Management Website. For more information about how to order images on media,
see “Order Media” on page 166. In response to the requests, Technicians use the
DataBundler application to create account images on media.
Account images include a version of the Agent as well as the backed up files. You
retrieve files from media similarly to how you retrieve them in the Agent User
interface. You open the Agent User interface on the media and select files from
the Retrieve tab, or you use the Retrieve command from the command line
interface.
For more information about media, see “Agent Account Images on Media” on
page 165 on page 165. If you host your own Data Center, for more information,
refer to Administering the Data Center and DataBundler Help.
Use the Retrieve Tab to Retrieve Data from Media
To retrieve files from media, use the Retrieve tab on the image stored on the
media.
To use the Retrieve tab to retrieve data
1. Do one of the following:
 If the media is a CD or DVD, insert the disk into the appropriate drive.
If Windows autorun is enabled on the Agent host computer, the Agent
User interface opens. Otherwise, navigate to the device and run the Agent
executable file.
 If the media is a NAS device, use Windows Explorer to navigate to the
device and run the Agent executable file.
2. If the account image is protected by a password, enter the password when the
Agent prompts you to do so.
If you used the Account Management Website to order the media, the
password must match the one that you entered when you submitted the order.
If a technician ordered the media on your behalf, the password must match
the one the technician specified when he or she used Support Center to order
the media.
3. Click the Retrieve tab.
4. Select the files that you want to retrieve, and click Retrieve.
5. Specify a destination for the retrieved files and a conflict resolution option to
handle file naming conflicts.
For more information about how to retrieve files, refer to Agent Help.
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Use the Agent Command-line Interface to Retrieve Data from Media
Use the Retrieve command from Agent command-line interface to retrieve files
from media in the same way that you use the command to retrieve files on an
Agent client.
To use the command-line interface to retrieve files from media
1. Open a command line on the Agent host computer.
2. Navigate to the device where the media is located.
3. Enter the retrieve command and the appropriate parameters to run the Agent
executable file.
For more information about how to use the Retrieve command, see “Retrieve
Files Using the Retrieve Command” on page 151.
Retrieve Data Using MyRoam
MyRoam lets users retrieve backed-up files to any computer without using the
Agent User interface. Users must log on to the Account Management Website to
have access to MyRoam. After users select the files that they want to retrieve, the
Data Center creates a ZIP archive file that contains the selected files. Users
download this file and extract it to a location on their computer.
To use MyRoam, the Agent account and the community where the account is
registered must have MyRoam enabled.
The MyRoam Retrieval Process
The process to retrieve files with the MyRoam application comprises the following
steps:
1. You select a backup set that includes the files that you need.
2. The MyRoam application displays a list of files that you can select for retrieval.
3. You select the files that you want to retrieve.
4. The Data Center server creates a ZIP archive file that contains the files that
you selected.
If you initiate the retrieval from a computer with a different type operating
system than the computer on which the Agent account resides, the Data
Center creates a ZIP file that contains only the files that you selected. The ZIP
file does not restore the metadata associated with the files.
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If you initiate the retrieval from a computer that runs the same type operating
system as the computer on which the Agent account resides, the Data Center
creates a ZIP file that contains the following files:
 MyRoam_Expander file
 A message file
 A data file
The MyRoam_Expander file is an executable file that restores your files along
with metadata that is associated with the files.
For example, if you use Safari on a Mac computer to download files from an
Agent account on a Windows computer, the Data Center creates a ZIP file that
contains only the files that you selected for retrieval. If you use Safari on a
Mac computer to download files from an Agent account on a Mac computer,
the Data Center creates a ZIP file that contains the files you selected for
retrieval and the MyRoam_Expander executable file.
5. You download the ZIP file to a location of your choice. The ZIP file preserves
the folder structure for the files that you selected. Because the folder structure
remains intact, you do not have to be concerned with file name conflicts as
you would if you were to use the Agent interface to retrieve the files.
6. You extract the contents of the ZIP file, and then run the MyRoam_Expander
application, if included in the ZIP file.
NOTE MyRoam has a 2 GB data limit. You cannot zip or unzip a file that
has an uncompressed data size that is more than 2 GB.
Files That You Cannot Retrieve
You can retrieve most backed-up files except for e-mail files that the Agent backed
up with the Connected EmailOptimizer technology. You must use the Agent User
interface to retrieve these files.
You can retrieve encrypted files. However, MyRoam retrieves encrypted files to an
unencrypted state.
NOTE You can retrieve multistream files. However, the MyRoam
application retrieves the main data stream only.
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Select Files for Retrieval
When you select Retrieve files using MyRoam, the MyRoam application
compiles a list of files that you can retrieve from the Data Center. When the list is
ready, the MyRoam application displays a Browse view that lists the files that your
Agent previously backed up. The default view for this page shows the latest
version of each backed-up file.
To select files for retrieval
1. To find the files that you want to select, use one of the following methods:
 Browse.
 Use a wildcard search.
 Display specific file versions.
2. Select the check box next to each file that you want retrieve.
3. To start the retrieve process, click Retrieve.
To browse for files
1. To find specific files to select for retrieval, expand the folders in the left pane of
the Browse view.
2. To sort the list of files, click any column heading.
An up-arrow in the column heading indicates that the column is sorted in
ascending order. A down-arrow indicates that the column is sorted in
descending order.
To use a wildcard search to find files
1. Click Find.
The MyRoam application displays the Find options.
2. In the Name contains field, enter the full or partial name of the file you want to
find.
The names are not case sensitive.
You can use the following wildcard characters in the name:
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*
Use this character to match zero or more characters. For example, *.doc
matches any file that has a file extension of .doc.
?
Use this character to match a single character. For example, ab?.doc
matches abc.doc and aby.doc.
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3. In the Look in folder box, enter the full path for a folder that you want to
search, or select a folder in the left pane.
Find searches all folders within the folder that you specify.
TIP The default location for the Look in folder box is the folder
selected in the left pane. To change the folder location, select a
new folder in the left pane.
4. Click Find Next.
In the list below the Find options, the Agent highlights the first file or folder that
it finds.
5. Do one of the following:
 Click Find Next or use the arrow buttons to highlight the next folder or file
that matches the Find criteria.
 Click Find Previous or use the arrow buttons to highlight a previously
found file or folder.
6. From the displayed list, select the file that you want to retrieve.
7. To hide the Find options, click X in the upper right corner of the Find pane, or
click Browse.
In the Show field, the Agent displays the list of files that match the criteria.
To display different file versions
1. To change the file versions that are displayed in the Browse view, select an
option from the Show versions list. The list includes the following options:
 Most Recent. Displays the most recent versions of the backed-up files.
This is the default selection.
 As of Backup Date. Lets you display all versions of backed up files that
were on your system at the time of the selected backup.
 All. Lets you display all versions of the files that are currently stored on the
Data Center server.
2. If you selected As of Backup Date, select a backup date from the displayed
list.
3. Click OK.
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Retrieve Files
After you select the files that you want to retrieve, you are ready to download the
selected files.
To download the selected files
1. In the MyRoam Browse view, click Retrieve.
The MyRoam application displays information about the total size of the files
that you select for retrieval and the estimated download times for each file. It
also includes instructions on how to download the ZIP archive file or Mac
executable file that contains your retrieved files.
2. Select the type of file that you want the Data Center to generate:
 Zip file. Restores data only.
By default, if you initiate the retrieval from a computer with a different type
operating system than the computer on which the Agent account resides,
the Data Center creates a ZIP file that contains the files that you selected
for retrieval. The ZIP file does not restore the metadata associated with the
files.
If you initiate the retrieval from a computer with a different operating
system than the computer on which the Agent account resides, do not
select this option.
 Executable. Restores data and metadata.
By default, if you initiate the retrieval from a computer with the same type
operating system as the computer on which the Agent account resides, the
Data Center creates a ZIP file that includes the MyRoam_Expander file.
This executable file restores your files along with metadata that is
associated with the files.
3. Click Download.
4. In the File Download box, click Save.
5. In the Save As box, specify a location for the ZIP file, and click Save.
6. Do one of the following:
 If the ZIP file is a standard one that contains the files that you selected for
retrieval, extract the contents of the ZIP file to where you want them on
your local computer.
 If the ZIP file contains the MyRoam_Expander.exe file, extract the
contents of the file to a temporary location, and then do one of the
following to run the MyRoam_Expander application to restore your files:
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On computers that run Windows XP, double-click the
MyRoam_Expander.exe file.
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
On computers that run Windows 7 or Windows 8, right-click the
MyRoam_Expander.exe file, and then click Run as
administrator.
The program restores the files to the root of the directory that contains the
MyRoam_Expander.exe file.
To use MyRoam to retrieve files
1. Log on to the Account Management Website:
2. Select Retrieve Files with MyRoam.
3. Select the files that you want to retrieve, and then click Retrieve.
The MyRoam application creates a compressed archive file (ZIP file) that
contains all of the selected files.
NOTE MyRoam has a 2 GB data limit for creating zip files. You
cannot zip or unzip a file whose uncompressed data is more than 2
GB.
4. Click Download to download the compressed ZIP file.
For more information, refer to MyRoam Help.
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CHAPTER 11
Agent Account Images on
Media
This chapter explains how to retrieve files and restore a system from account
images stored on different types of media.

Account Image Overview

Order Media
Account Image Overview
An account image is information about an Agent account that an application called
the DataBundler collects and stores on the following types of media:

CDs. The account image might require multiple CDs

DVDs. The account image might require multiple DVDs

Network Attached Storage (NAS) devices. The account image consists of a
single file
An account image contains the following components:

Information about an Agent account

Backed-up data from a specific date
 A version of the Agent interface that you can run from the media.
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NOTE Version 7.x media orders contain all of the files stored on the Data
Center for the account. Version 8.x account media orders contain only
files that were on the system on the date that you order the media.
Use account images to retrieve and restore files in the following situations:

The size of a retrieval request exceeds the capacity of the network connection
to download the files directly from the Data Center within a reasonable amount
of time.

The target computer is not connected to the network.

The target computer uses a slow network connection.
To gain access to the data in an account image, use the Agent interface included
in the account image. The Agent interface on media is similar to the Agent that
you install on a client computer. You can use the Agent User interface or the
command line interface.
The Agent on media contains the following subset of the features from the
standard Agent:

Retrieve. Lets you retrieve one or more files from the account image.

History. Lists events for Retrieve.
Order Media
Technicians who host their Data Centers use the DataBundler application to
create account images on media. Technicians who do not host their Data Centers
use Support Center to order account images on media for users to retrieve.
Additionally, users can order images for themselves through the Account
Management Website.
The Media Ordering Process
The DataBundler is an application that receives requests for images from the Data
Center. The DataBundler collects account data from the Data Center, creates an
account image, and puts the image in a target directory. It also creates media and
shipping labels that technicians who use the DataBundler can print.
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Order Media
The following figure illustrates the media ordering process—from technician
request through account image creation.
Order Media from Support Center
To order media images for PC Agents from Support Center, use the Order Media
option.
To order media from Support Center
1. Log on to Support Center. Use a technician ID that has the Order Media
permission enabled.
2. Select the community that contains the account for which you want to order
media.
3. Display the Account Summary page for the account, and select Tools > Order
Media.
4. Select or enter the following information:
 Backup date
 Media type
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 Shipping data
 Case–sensitive password to gain access to the data on the media
5. Click Submit Order.
For more information, refer to Support Center Help.
Order Media from the Account Management Website
To order media images for PC Agents from the standard Account Management
Website, use the Order CDs or DVDs option.
NOTE To allow users to order media using the Account Management
Website, you must enable this feature in Profile & Website Settings.
To order media from the Account Management Website
1. Log on to the Account Management Website.
2. Select Order CDs or DVDs.
The page displays only the backup sets available for the account associated
with the user who is logged on to the Website.
3. Select or enter the following information:
 Backup date
 Media type
 Shipping data
 Case–sensitive password to gain access to the data on the media
4. Click Submit Order.
For more information, refer to Account Management Website Help.
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CHAPTER 12
Agent History and Reports
This chapter explains how to view Agent History and Support Center reports to
monitor Agent activity.

Agent History

Support Center Reports
Agent History
Use the Agent History to verify successful Agent activity or diagnose a potential
problem. The Agent History lets you view details about the following events:
 Account recovery
 Account registration

Backup

File list synchronization

Internal diagnostics

Retrieve
The Agent records details about activities and interactions with the Data Center in
a file that you can view on the Agent User Interface View History dialog.
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Each event entry contains the following information:

The type of activity

The outcome of the event

The date and time that the activity started and ended
You can export the list of events to XML files that you can send to a technical
support representative.
View Agent History in the Agent Interface
View Agent history from the View History dialog in the Agent interface.
To view Agent history from the Agent interface
1. Open the Agent interface.
2. Click the date link next to Last Backup in the Back Up Panel.
The View History dialog opens.
3. Navigate through the messages using the left and right arrows.
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Agent History
To export the list of events on the View History dialog to a file
The following figure shows the View History dialog:
You can view details about a specific event, and export the details to a file.
To view details about an event
1. Open the Agent interface.
2. Click the date link next to Last Backup in the Back Up Panel.
The View History dialog opens.
3. In the View History dialog, select an event.
4. Click Show Summary to display a detailed summary of the activity.
5. Optionally, to save the details to a file, click Export.
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The following figure shows an example View History Details dialog:
For more information, refer to Agent Help.
Viewing Agent History in Support Center
You can use Support Center to view the same list of events that you view in the
Agent History tab in the Agent User interface. When you select one or more
events, you can display detailed information about each event.
You can also view export details in an export file. If you enable diagnostics for the
account, Support Center displays the diagnostic information in the Agent History
view. You can export the content to a file that you can e-mail to a technical support
representative.
For more information, refer to Support Center Help.
To view Agent History from Support Center
1. Open Support Center.
2. Search for the account for which you want to view the Agent History.
3. Click Tools > View Agent History.
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Agent History
4. To display the details for a particular event, select the event and click View.
5. To export the details to a TXT or XML file, click Export.
The Export dialog box opens.
6. Browse to the location on your computer where you want to store the details
.txt file, and click Save.
The Support Center names the file AgentLog_account_number.txt,
where account_number is the number associated with the Agent account.
7. To close the View History Details page, click Close.
The following figure shows an example of the entries in the View Agent History
window in Support Center:
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Support Center Reports
You can use Support Center to report on the accounts on your Data Center. You
can perform the following tasks:

Run default reports installed with Support Center.

Create and edit your own reports.

View and display charts.

Save and export reports in XML format.

Create account groups.
Default Reports
Support Center includes a default set of report templates. You can edit a default
report template to meet your needs. If you do this, save the edited default report
template under a new name. Doing so ensures that you do not lose the original
default configuration and that Support Center upgrades do not overwrite your
customizations.
For example, a future version of Support Center has updated default report
templates. When you upgrade Support Center, you overwrite the original default
versions. The following tables describes the default report templates that are
installed with Support Center:
Support Center
report template
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Description
Account List
A list of accounts in Support Center. Support Center
sorts the list by community, then by account name.
Account Size
The amount of data that each account on the Data
Center stores.
Accounts Not Backing Up
A list of PC accounts that the Data Center has not
backed up for at least 10 days.
Activity Trends
A graph that shows the trends in the backup activity of
accounts. The graph shows data in gigabytes (GB)
backed up per day.
Backup Activity
A list of accounts by community, and the amount of
data backed up month to date.
Configurations
The assigned and actual Agent configurations for each
account.
HP Connected Backup Administering PC Agents
Support Center Reports
Support Center
report template
Description
Data Access by Technicians
Information about which technicians accessed a
specific account and the type of activity that occurred.
Encryption Key Disclosure
Accounts with encryption keys that Support Center
technicians have viewed.
FileTypeSizes
The fifty most frequently backed-up file extensions by
size for accounts that have been through at least one
compaction cycle.
First Backup Size
Amount of data in megabytes (MB) backed up by a
group of accounts during the first backup.
Heavy Hitters
Accounts backing up the most data in MB.
Heavy Hitters Cumulative
Accounts with more than 20 GB of data on the Data
Center.
Last Backup
A list of 8.x accounts by community, with their last
backup date and status.
Restore Activity
A list of accounts by community, and the amount of
data restored by each account during the month to
date. Restore activity includes Agent Retrieve, iRoam,
and Sharing.
Report Components
To generate reports, you use the following components:

Report template. Contains the parameters you specify to generate a report.

Report. Contains the actual data, based on the parameters you specify in the
report template.
You can include the following types of information in reports:
Report area
Description
Account information
Name and demographic information for a group of accounts. For
more information about how to create groups of accounts, see
“Create Account Groups” on page 177.
Account summary
Status, Agent version, Agent configuration, and last backup date
for a group of accounts.
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Report area
Description
Current data sizes
Total number and size of files stored on the Data Center for a
group of accounts.
Account first backup
sizes
Total number and size of files transferred by a group of accounts
during their first backup.
Activity types
Number of backups, restores, and CD orders performed within a
given time frame.
Create Report Templates
To create a new report template
1. Click the Report Templates node under the community for which you want to
create a report.
If you want to, you can include subcommunities in the report.
The first Create Report Templates page opens.
2. Select the accounts for which you want to create a report.
3. Complete the subsequent report template pages to select the information that
you want to display in the report and specify how to sort it.
4. After you create the report template, save the template on the Support Center
server for reuse.
You can edit the report template any time.
Generate and View Reports
After you save a report template, you can run the corresponding report at any
time. You also can rerun the report in the future. Depending on the amount of data
that you need to compile the report, it can take minutes or hours for the report to
run. When the report is complete, Support Center displays the name of the report
under the Reports node.
To generate and view a report
1. Log on to Support Center.
2. Select a community.
3. Expand the Reports template node and select the type of report that you want
to generate.
4. Click Run Report.
The Report Queue page opens.
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Support Center Reports
5. Expand the reports node and select the report that you want to view.
The Report page opens. You can print the report, or download it to an XML
file.
For more information, refer to Support Center Help.
View Charts
You can include charts in reports. Support Center uses Adobe® SVG Viewer to
display charts. If your computer does not have Adobe SVG Viewer installed, you
can download it through Support Center. You can display a chart for the following
types of information:

Number of accounts
 Account activity values

Total account data size values

First backup size values
Save Report Results in XML
On the Reports page, you can view reports in XML format. Typically, you have to
display the XML format only when Corporate Support requests this information.
After you display the XML format, you can copy and paste the content to another
file that you can send to Corporate Support.
Create Account Groups
You can use the reports feature to create a group of accounts and then change all
of the accounts in the group simultaneously. You can use the reports feature to
change accounts in the following ways:

Change the account status

Change the Agent configuration

Move the accounts to a different subcommunity
For example, you can create a report to find all accounts that have not performed
a backup in the past 90 days. You can then use the list of accounts to change the
status of the accounts to canceled or on hold. The account group is a temporary
entity. After you close the Support Center session, or after the session times out,
Support Center deletes the account group.
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Index
A
account groups 177
account images 42, 165
account information, viewing 38
Account List report 174
Account Management Website
branding requirements 98
deploying 102
editing Terms of Use and Privacy 103
interface 106
Legacy PC Agent accounts 105
logon credentials 105
Logon page 109
managing logon credentials 106
ordering media 168
overview 101
Registration page 108
security 103
setting default URL 104
Summary page 110
technician access 104
user access 104
Welcome page 107
account numbers 37
Account Size report 174
account status 39
account status, changing 40
accounts
changing primary server 41
description 26
reserving 41
technician 45
Accounts Not Backing Up report 174
accounts on hold 39
Activate.exe 126
HP Connected Backup Administering PC Agents
active account 39
Activity Trends report 174
Agent 58
accounts 26
branding 80
branding requirements 97
configurations 23
distributing 30
Agent About window, branding 91
Agent accounts
enabling MyRoam 113
Agent branding requirements 97, 98
Agent command line interface, retrieving files 151
Agent command-line interface 126
backup command 142
Agent configurations
overview 57
Agent console, branding 90
Agent history
types of events 169
viewing in Support Center 172
viewing in the Agent interface 170
Agent Installation Wizard
branding 86
Agent main window 123
Agent rule sets 59
Agent security 44
Agent settings 59
Agent Start-up Wizard 117
Agent Status icon
branding 92
branding impact 92
displaying 44
Agent user interface 122
branding 87
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Index
using 125
Agents
deploying 29
sending messages 42
allocating licenses 50, 53
B
backup
Agent command line interface 142
Backup Set tab 140
command-line examples 143
command-line options 143
command-line syntax 143
encrypted files 135
file preparation 132
modified file identification 131
monitoring progress 141
multistream files 135
open files 135
reparse points 136
results 133
security descriptors 136
settings and configurations 137
sparse files 136
Summary tab 141
using the Agent user interface 139
Backup Activity report 174
backup messages 43
backup process
disk scan 130
file analysis 130
Backup Set tab 140
backup settings 137
backup.exe 126
bandwidth throttling 54
base files 130
branding
Agent 80
Agent About window 91
Agent console 90
Agent Installation Wizard 86
Agent shortcut menu 92
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Agent splash screen 84
Agent user interface 83, 87
communities 100
Enter Password dialog box 88
inherited 92
overview 79
process 99
requirements 97
Account Management Website graphics 98
Agent graphics 97
Support Center graphics 98
Support Center 92
Support Center image requirements 98
Support Center Logon page 93
Synchronizing window 89
technician requirement 98
Welcome to the Agent window 87
branding requirements
Agent graphics 97, 98
browsing to select files 160
C
canceled accounts 39
certificates, Agent security 76
changing the status of an account 40
charts 177
command-line examples
backup 143
file retrieval 155
command-line options, retrieve 152
command-line syntax
backup 143
retrieve 151
communities 22, 34
applying bandwidth throttling 54
branding 100
creating 30
creating new 34
default 34
disabling registration 36
enabling MyRoam 112
primary server, changing 41
HP Connected Backup Administering PC Agents
D
compound mail files 131
configurations
Agent 23, 57
Configurations node 30
Configurations report 174
configurations, enabling MyRoam 112
conflicts during retrieval 150
connections
Data Center 132
interruptions 29
properties 27
proxy servers 28
to Data Center 27
creating communities 30
creating technician accounts 45
D
Data Center
applying bandwidth throttling 54
connections during backup 132
DataBundler, description of 166
default
community 34
default URL to Account Management Website,
setting 104
deleted accounts 39
deleted files 130
DeltaBlock 130
deploying Agents 29
destination options for file retrieval 150
disabling registration in communities 36
disk scan 130
displaying the Agent Status icon 44
distributing the Agent software 30
downloading files 162
E
email notification of file retrieval 146
email notification to technicians 44
EmailOptimizer, compound mail files 131
enabling backup messages 43
HP Connected Backup Administering PC Agents
encrypted files
backup of 135
retrieval of 146
Encryption Key Disclosure report 175
encryption, Agent 75
Enter Password dialog box, branding 88
F
features, licensed 48
file analysis for backup 130
file name conflicts during retrieval 150
file repackaging during retrieval 146
file size 131
file transmission during backup 133
file versions 161
files
base 130
deleted 130
retrieving 148
selecting for retrieval 150
FileTypeSizes report 175
Find feature for selecting files 160
firewalls 29
First Backup Size report 175
G
generating reports 176
H
Heavy Hitters Cumulative report 175
Heavy Hitters report 175
history, Agent 169
I
informational messages 42
inheritance
and Support Center objects 23
inheritance of objects in Support Center 23
inherited branding 92
installation
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•
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Index
MyRoam 112
interfaces
Agent command-line 126
Agent user 125
Agent user interface 122
enabling for individual accounts 113
installation 112
license and permission requirements 112
overview 111
retrieving files 158
L
N
Legacy PC Agent accounts, logon credentials 105
licensed features 48
licenses
allocating 50, 53
allocation 47
effect on accounts and communities 49
enabling or disabling features 54
expired 48
inheritance 47
managing 46
moving accounts 50
moving communities 49
MyRoam 112
used and unused 47
locked rules 66
logon credentials, Account Management Website
non-SOCKS proxy servers 28
notification of file retrieval 146
105
logon credentials, managing 106
Logon page, Account Management Website 109
M
mail file 131
managing licenses 46
MDATE 130
media 42
ordering 166
media, retrieving from 156
messages, backup 43
multistream files
backup of 135
retrieval of 147
MyRoam
enabling for configurations and communities
O
open files
backup of 135
retrieval of 147
open files, backup requirements 143
options
backup 143
ordering account images on media 42
ordering media 166
from Support Center 167
from the Account Management Website 168
Outlook, compound mail files 131
P
permissions
MyRoam 112
retrieve 149
preparations
backup 132
primary server, changing 41
processes
ordering media 166
processing rules 67
profile and Web site settings 58
profile settings 58
properties and settings 30
proxy servers 28
Agent connection settings 28
connecting through 28
112
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R
R
destination options 150
file name conflicts 150
files 159
multistream files 147
open files 147
permissions 149
procedure 162
reparse points 147
retrieving from media 156
security descriptor support 147
sparse files 147
using MyRoam to retrieve files 158
using the Agent command line interface 151
using the command-line interface to retrieve from
media 158
using the Retrieve tab to retrieve files from media
Registration page, Account Management Website
108
reparse points
backup of 136
retrieval of 147
reports 23
account groups 177
Account List 174
Account Size 174
Accounts Not Backing Up 174
Activity Trends 174
Backup Activity 174
components 175
Configurations 174
creating 176
creating and viewing 175
default 174
Encryption Key Disclosure 175
FileTypeSizes 175
First Backup Size 175
generating and viewing 176
Heavy Hitters 175
Heavy Hitters Cumulative 175
in Support Center 174
Restore Activity 175
saving as XML 177
saving in XML format 177
viewing charts 177
requirements
backup of open files 143
branding 97
reserving Agent accounts 41
Restore Activity report 175
retrieval
encrypted files 146
file repackaging 146
selecting files 150
retrieve
command-line examples 155
command-line options 152
command-line syntax 151
HP Connected Backup Administering PC Agents
157
retrieve tab 149
retrieve.exe 126
retrieving files 148
email notification 146
rule sets 59
rules 23
Agent Rules wizard 73
best practices 70
creating 70
locked 66
logic 67
page in Support Center 71
precedence 69
types 66
unlocked 66
user-created 66
Wizard 73
S
security
Account Management Website 103
Agent encryption 75
certificates 76
firewalls 28
password protection for retrievals 77
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Index
preventing unauthorized access 76
protecting files on stolen computers 77
security descriptors
backup of 136
retrieve support 147
security, Agent 44
selecting files
browsing 160
displaying file versions 161
using Find 160
sending messages to Agents 42
SendOnce technology 131
server, changing primary for account 41
settings
Agent 59
backup 137
profile 58
proxy server 28
Web site 58
shortcut menu, branding 92
SOCKS 28
sparse files
backup of 136
retrieval of 147
splash screen, branding 84
Start-up Wizard 117
status of Agent accounts 39
stolen computers, protecting files 77
subcommunities
Agent accounts 36
creating 36
Summary page, Account Management Website 110
Summary tab 141
Support Center
accessing, URL for 24
Agent configurations 23
branding 92
branding requirements 98
communities 22, 34
default community 34
interface 20
object inheritance 23
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objects, and inheritance 23
opening 24
ordering media 167
overview 20
reports 23, 174
rules 23
Rules page 71
subcommunities, 35
technicians 22
viewing Agent history 172
Support Center interface
branding 95
Support Center interface, 95
Support Center logon page, branding 93
Symbolic Link 131
Synchronizing window, branding 89
T
tabs
Backup Set 140
Retrieve 149
Summary 141
technician access, Account Management Website
104
technician accounts, creating 45
technicians 22
templates
reports 175
templates, creating 176
Terms of Use and Privacy, editing 103
throttling bandwidth 54
Touch 131
transmission of files during backup 133
U
unauthorized access 76
unlocked rules 66
UpdateProfile command 126
user access, Account Management Website 104
user interface, Agent 122
user-created rules 66
HP Connected Backup Administering PC Agents
V
V
versions 58
viewing
Agent History 170
reports 176
viewing account information 38
viewing account numbers 37
W
Web site settings 58
Welcome page
Account Management Website 107
Welcome to the Agent window, branding 87
Wizard
Agent Rules 73
Wizard, Start-up 117
X
XML
reports 177
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Index
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