Agent Version(s): 6.1 - 7.5
Component(s): Agent
Last updated: January 8, 2004
Document number: 381

This document explains how to recover a version 6.1 through 7.5 PC Agent account that initially registered using a standard registration code and password pair.

Description of the Problem

In the event of a failure on a user's computer, such as loss of the hard disk or loss of the entire computer, it is necessary to recover the Agent account before it is possible to restore backed-up data. The user can reinstall the Agent on the same or a new computer and recover the original account. This process is called account recovery.

You should only recover an account onto a new computer if the account will no longer be used on the old computer. Remember that an account must only be used on one computer at a time.

If the account being recovered did not initially register using a standard registration code and password pair (if it used ticketing), use the ticketed account recovery procedure instead.

Procedure

Use the following steps to recover an account that was originally registered using a registration code and password pair:

1. Make sure the computer to which the account is to be recovered has the appropriate networking installed so that the Agent can communicate with the Data Center(s).
2. Obtain the Agent Setup, using the same version number of the Agent that was in use before the account needed a recovery.

   Important: Do not attempt to recover the account using an older version of the Agent.

3. Find the correct account number in Support Center (refer to Support Center Help for information on searching for accounts).
4. On the computer to which the account is to be recovered, run the Agent Setup discussed in step 2.
5. In Agent Setup, instead of providing a registration code and password for a new registration, select the check-box that indicates that the account is being recovered.
6. Provide the account number found in step 3.
7. Provide the account encryption key, if prompted. If necessary, use Support Center to find the encryption key (refer to Support Center Help for more information).
8. If the account had an account password, provide it when prompted. Refer to the procedure for resetting an account password if the user forgot the password.
9. After you have provided all information in Agent Setup, the Agent contacts the Data Center and reestablishes the account.
10. The user should restore their files onto their computer before performing a new backup.