Frequently Asked Questions
Business Users
How do I retrieve files?
- Retrieving Files with the Unlimited Backup PC software
- Retrieving Files with MyRoam/web restore
- Retrieving Files from CD
Retrieving Files with the Unlimited Backup PC software
How can I retrieve a file I backed up?
Click on the Retrieve View tab in the Unlimited Backup PC software on your PC.
Click on the "Retrieve Options" button at the bottom of the page.
Choose which files, and from what time frame you would like those files.
Click the box next to the file you want, and then click "Retrieve Now."
You will be prompted to rename the file so it does not have the same name as another file on your PC; then the file will be retrieved.
To locate a specific file, use the Find feature. You can access Find by clicking the magnifying glass icon in the upper right of the screen, or from the menu bar by clicking Operations | Find or with the key combination Ctrl+F. Click here for our file retention policy.
Why can't I see a file that I backed up a while ago?
Retrieve View defaults to displaying the most recent version of your files. To see older versions, click "Retrieve Options" (bottom of screen) and select the view that you want. A description of each of the options can be found by clicking the Help button.
If you still don't see the file, set the display to 'Show all versions of all files'; then use the Find feature. You can access Find by clicking the magnifying glass icon in the upper right of the screen, or from the menu bar by clicking Operations | Find or with the key combination Ctrl+F.
Retrieving Files with MyRoam/web restore
Using MyRoam/web restore to retrieve files
You can retrieve your backup files from any computer that has Windows installed. Use Microsoft Internet Explorer to go to: MyRoam
To log in, enter your Account Number and then your Account Password, if you have one. If you do not have an account password, then enter Account Number and your Encryption Key.
To select files:
Click the box in front of the file(s) that you want to retrieve.
Complete your selections.
Click "Prepare Selected Files for Download."
After the file preparation process is finished, you may add more selections or go directly to the Download Files tab.
On the Download Files page, click "Here" next to each file that you want to download.
EXCEPTION: If the file is a graphic, when you click "Here" the file will open. To download a graphic file, right-click "Here" and choose "Save target as…"
Note: Be prepared with your account information before you go to use the web restore feature. For directions, go to Account Information.
Why you may not see your latest backup with MyRoam/web restore
The list of your backups that iRoam receives from the Data Centre remains on MyRoam for 24 hours. So, if you log in within 24 hours of your last login, you will see the same list of files that you saw the previous time. If you backed up during that period, you last backup won't be displayed.
For retrieval of files that were backed up within the 24-hour time frame, use the Unlimited Backup PC software if possible.
What's on a CD and how do I use it?
When you order a CD of your backups, you will receive a copy of all files associated with your account number. We are not able to offer selected files or dates.
Also on the CD is a copy of the Unlimited Backup PC software. You can run the Unlimited Backup PC software from the CD or reinstall the software on your computer. Written instructions are included with every CD order.
How do I order a CD of my backups?
There are three ways to order a CD of your backups:
Contact the Iron Mountain Business subscription service administrator at your organisation who can order CDs through Support Centre. For more information on ordering CDs, visit Support Centre Administration Help.
If you have the Unlimited Backup PC software up and running, use it to order an account CD:
From the menu bar, select Operations | Order CD.
Select a shipping method.
Fill in the shipping label with a street address (no P.O. boxes) then click OK. Read the order confirmation message then click OK to transmit the order. Optional: Click on the Log tab to view the log showing your CD order.
Note: The number of CDs required to hold all your backups may affect the cost of your order. See the next section.
If your computer is out of commission or you do not have the Unlimited Backup PC software installed on your system, or you prefer to order through Support, complete a Support Request. You will receive a copy of all files associated with your account number. We are not able to offer selected files or dates.
Also on the CD is a copy of the Unlimited Backup PC software. You can run the software from the CD or reinstall the software on your computer. Written instructions are included with every CD order.
CD Pricing, Shipping & Handling
$24.95 USD for a set of 3 CDs, plus shipping and handling: see chart below. If more CDs are required to hold your total backups, there is a charge of $20 USD for each additional CD. Shipping and handling is a flat rate, regardless of the number of CDs in your order.
CDs, per order*:
1-3 CDs, $24.95 set
4-up, $20 each
S&H, per order*:
Ground - $4
2nd Business Day Air - $11
Next Business Day Air - $20
*Shipping charges for continental U.S. orders only. For Shipping outside the continental U.S., please submit a Support Request. All pricing in USD.
Each CD holds approximately 650MB of compressed data. To estimate the number of CDs needed to hold your account backups, submit a Support Request.
Note: It is not possible to selectively include specified files on a CD. A CD order includes all the files that are stored at the Data Centre for your account number. Prices are subject to change without notice.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request .
