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Backup for Workgroups - Support Center
We welcome your questions and comments about Backup for Workgroups -
before the sale, during your evaluation period and after your purchase. Please
check this section to see if we have already answered your question on one of
the support pages linked below.
What is the current version of Backup for Workgroups?
5.0 (posted
June 28, 2010)
What is different in the 5.0 version?
View the change history.
I am running a previous version.
How do I update to the 5.0 version
How do I submit a question to Tech Support?
Use our online Tech Support Request form below.
Troubleshooting
Update Backup for Workgroups BEFORE Contacting Tech Support
If you are running a version of Backup for Workgroups prior to the current
version (which is 5.0) and you are experiencing a problem, we recommend that you
upgrade to this current version before contacting technical support. The 5.0 update is available
FREE-OF-CHARGE to all registered users of Backup for Workgroups. Use the Download Form
to download the Version 5.0 "bfwsetup.exe" file and update your installation.
Here's what you need to do to update your Backup for Workgroups installation.
Note that NO REBOOT is required and all your settings and backup data remain
intact. The time to perform a typical update is under 5 minutes!
- Go to the computer running the Backup Server.
Download and run the "bfwsetup" program.
- The setup program will update your Backup Server first.
- The Backup Server will automatically apply the update to
the Backup Clients within the next 24 hours. If you are
experiencing a problem with a particular Backup Client computer, you can
apply the update immediately by going to the Backup Client computer and
running the Backup for Workgroups Backup Client software. Go to
Help > Check for Updates. The Backup Client will automatically
download the update from the Backup Server and apply the
latest version immediately.
Please note that if you are currently a licensed user of Backup for
Workgroups versions 1.x or 2.x and you choose to download the Version 5.0
software and upgrade your installation, you will receive the most recent patch
fixes, but the Premium features will not
be active.
If you have reviewed the online support information and your topic is not
covered and you would like to contact technical support, we recommend that you
contact us via
EMAIL
for the quickest response. Please use this online Technical Support
Request form. Note that all of the fields are required.
- Support Policy:
Lockstep Systems prefers to address technical support issues for Backup for
Workgroups via
email.
We realize there are times when it is easier to answer a question
over the phone so that is why we ask that you include your phone number on the
Technical Support Request form. A support representative will review your
submission and determine the optimal response method. You will either
receive an email response or a call-back.
Note - Technical Support representatives are located in Phoenix, Arizona, so we
are on Mountain Standard Time. Support personnel respond to Backup for
Workgroups
Technical Support Request forms during regular business hours, Monday thru
Friday, 9am to 5pm MST.
However, there can be situations where Backup for Workgroups is
not the root cause of
the problem you are experiencing.
If our support department suspects that the issue is a hardware or networking
problem, or if the settings of another software product are interfering with the
performance of Backup for Workgroups, then you may be required to contact the appropriate
support provider for the device/software to resolve the underlying issue first.
WARNING - WHEN A SERVER FAILS FOR ANY REASON IT CAN PRODUCE A STRESSFUL
SITUATION. WE ARE HERE TO HELP YOU AS LONG AS YOU TREAT OUR TECHNICAL
SUPPORT PEOPLE IN A FRIENDLY, PROFESSIONAL MANNER. ABUSIVE LANGUAGE AND
TAKING OUT YOUR FRUSTRATION ABOUT THE FAILED SERVER ON OUR EMPLOYEES WILL NOT BE
TOLERATED.
WE RESERVE THE RIGHT TO REFUSE SERVICE TO THOSE WHO ARE ABUSIVE
ON THE TELEPHONE AND MAY REVOKE YOUR BACKUP FOR WORKGROUPS LICENSE IMMEDIATELY
WITHOUT ANY REFUND.
LOCKSTEP SYSTEMS DOES NOT PROVIDE REMOTE DESKTOP SUPPORT.
Why Lockstep Systems will not Remote Desktop into your computer.
Why? This is because we do
not provide general purpose technical support for computers that have a problem.
We provide support for Backup for Workgroups only - and in the past, each time we have provided
Remote Desktop support into a computer our support staff was treated very
poorly. If your computer is not performing the way you want, you should
contact an IT support specialist who can provide on-site help if needed.
Please note that Lockstep Systems, Inc. reserves the right to change the
upgrade, maintenance and technical support policies at any time without notice.
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