I never heard back from anyone, so I reached out to Carbonite customer support. I made this request both in the feedback form when I cancelled my Mozy subscription, and via email to the Mozy manager that had reached out to me.
#REPAIR MOZYHOME FULL#
Given my situation, I respectfully requested a full refund of my last renewal fee. The entire recovery process was horrendous, and in the end even though I was able to recover everything that was actually backed up (with great effort, and almost no useful help from Mozy) I still ended up with 2 months of lost data. I had to find and manually download and decrypt each of these files one-by-one, which was a major pain.
I ran into another issue where various files of different types and in different locations would be listed in Mozy as both a file and an empty folder with the same name, and if I downloaded and unzipped the parent folder only the empty folder would get downloaded. This was the only way to decrypt the files - the online decryption tool didn't work. Then I would unzip the download and run the decrypt tool in the Mozy client software. I figured out on my own that I had to painstaking download all of my files in chunks less than 5GB at a time, to avoid the "large download" threshold that wasn't allowing decryption to work. The next few were better, but neither they nor the manager who I asked to follow up with me could do anything to actually help.
I spent hours trying to work with Mozy tech support to recover my data which was encrypted with my custom key, because their normal recover procedure wasn't working.
#REPAIR MOZYHOME SOFTWARE#
I didn't realize until about a month ago when my computer crashed and the hard drive could not be recovered that the last automatic backup occurred 5 days after the renewal, and there had not been a successful back for the last 2 months despite the software showing that backups were occurring. My subscription was renewed for 2 years about 3 months ago. After running into the issues described below and requesting a refund of my 2 year subscription renewal fee (successful backups only occurred for 5 days after the renewal), Mozy was not responsive and Carbonite was unable to help. I was a customer of the Mozy cloud backup company that Carbonite recently acquired. Horrible data recovery experience and no refund despite broken service
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