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1Safe Support Policy
Free support and upgrades within 1 year of the time of purchase if you purchased 1Safe directly from us. If you purchased or received a copy of 1Safe in a bundle from someone other than us, then you are NOT entitled to free upgrades as it pertains to the 1Safe support policy.
After one year from your purchase date, ongoing support and upgrades are available for $29.99 a year.
Supported Tape Drives with 1Safe
As of 1Safe 4.x, users of 1Safe have been able to backup to external hard drives, flash drives, DVD drives, and mapped network drives along with the supported tape drives and CD-ROM drives. To see the list of supported tape drives, go to the 'Supported Tape Drive List' page.
Windows NT Backup
If you have used the Windows NT Backup application to backup to a tape drive, that tape and tape drive is inaccessible to 1Safe. You will need to make sure Windows NT Backup is uninstalled or ensure the 1Safe tape driver (pfstape.sys) is being used to access your tape drive.
Windows XP Users
One of the recent security patches which Microsoft has issued for the Windows XP operating system will cause users of our 1Safe application to not be able to backup an entire drive from the root level (i.e. trying to backup the entire C: drive). Microsoft has specifically said that is a bug on their part and they are researching it. They have offered a work around until they fix it. This work around requires a user to edit their registry. To learn more about this, goto Microsoft's web site or click on the following link:
If you are using a Sony AIT tape drive and having difficulties getting 1Safe to see your tape drive, make sure you do not have another driver installed which has control of your tape drive. This includes the Windows XP AIT driver. If this is the case, you will want to follow the steps below.
- Remove the AIT Tape device (SDX-xxx) from the Device Manager (i.e. Uninstall)
- Delete the files "oemxxx.inf" and "oemxx.pnf" (these files should be found in the Windows "inf" directory)
- Delete the file "sxpait.sys" and/or "s32ait.sys" (these files should be found in the Windows "/system32/drivers" directory)
- Reboot your machine and 1Safe should find the correct driver for the tape drive, which is pfstape.sys
Or, go to the device manager and a manually select the driver by following the steps below.
- Go to the Device Manager and select the Tape Drive from the list of devices
- Select the Driver tab. On the Driver tape select 'Update Driver' (see screen shot)
- Select 'Install from a list or specific location (advanced)' and press Next (see screen shot)
- Select 'Don't Search, I will choose the driver to install' and press Next (see screen shot)
- Select the tape drive from the list, which should include the tape drive attached to the machine (see screen shot)
Drive-Mounting Support Document
We have created a troubleshooting document listing procedures for resolving the problem of tape drives not being assigned a drive letter during the installation of 1Safe.
- View the troubleshooting document
- Download the troubleshooting document
1Safe Database / Catalog becomes Corrupt
If your 1Safe Database / Catalog becomes corrupt for some reason, you will get the following error message in your log file when you try to restore / access a 1Safe backup set.
[File being accessed] ** The backup was unable to properly register itself, please restart Windows and try the operation again. If the problem persists you will need to re-initialize this tape.
[File being accessed] ** The system cannot find the file specified.
To erase the 1Safe catalog / database and have it regenerate, you will need to do the following:
- Go to the directory Documents and Settings\All Users\Application Data\1Vision\1Safe\Database directory. Delete all of the files and sub-directories EXCEPT the .ini files. [ see image showing an example of the contents of the folder ]
- Open up the 1Safe application and go to Catalogs > Import Backups and navigate to the drive that has the tape/media which you want to restore from and go down the Backup directory sub-directories until you get to the lowest level (i.e. \Backup\<drive letter>\....) and press Ok. You will then be shown a list of backup sets which you can import. Select the one you want to import and press Import Selected Backup. After that you should be able to goto the Restore Now tab and find the file you want to restore. For tapes, all you need to do is insert the tape which has the backup you are trying to access, ensure the tape is mounted (accessed), and the backup on the tape will automatically be added to the Restore Now tab.
Note: You might have to reboot in between steps 1 and 2 depending on what Windows does.
Manually Uninstall 1Safe
If you have a problem uninstalling 1Safe because the simply uninstall process is broken or has become corrupt, download the 1safe_registry_uninstall.reg. After you have downloaded the file, double-click the file and it will remove all entries in the registry that relate to 1Safe. Note: It will not remove the files that 1Safe has placed on your computer. So you will then need to manually delete them from where you placed them on your computer during the installation process.
ZoneAlarm Users
In late 2005 it came to our attention (from a customer's research) that a new version of ZoneAlarm (5.5.094.000) caused a conflict with versions 1Safe 4.1.24 and before. We have fixed the conflict between ZoneAlarm and 1Safe in 1Safe 4.1.89 and after.
Backing Up Open Files
The desktop version of 1Safe which is available on our web site does not backup open files. In the near future we will be offering 1Safe Small Business Server (SBS) which will back up open files including MS SQL and MS Exchange files. In the meantime, for the desktop version of 1Safe you can download and purchase St. Bernard Software's Open File Management application that works with 1Safe. It will allow 1Safe to backup open files.
OnStream Echo Users
For information about our support of the OnStream Echo backup software, please go to Echo Support page.
Various Drivers
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