We use TLS 1.2 for all connections between the agent and management service - unless you are on an old OS that supports a lower TLS standard (like Windows Server 2003).

Apologies for the slow reply. You can install the VM Edition on any Windows OS - either a hosted VM on any host or on a physical server with access to ESX. The traffic will flow through this agent so keep this in mind when selecting the best location for the install (best speed to / from the ESX host and sufficient CPU for processing of the VM images).

It's not on the list yet. I'l ask the team if it has been tested but not updated.

Remote Assistant is not designed for remote gaming or playing videos remotely. Can you describe a little more about your use case?

Yes, your upstream bandwidth is unfortunately very slow. You mention both image and file backup plans. Running both on the same machines is fine if that's your need (to be able to restore entire volumes and / or restore a set of files). But you should not run them at the same time. In fact, We also need to clear up some terminology as it relates to both those types of backups (and I'm going to assume you are current on versions since some of these terms have changed in the product for file backup in the last 6 months or so).

1. Image backups need to perform a full backup (which backs up everything), followed by a number of incremental backups (which only back up changes since the previous backup), and then repeat the process.
2. File backups only back up all the files the very first time. Then from that point on, they either run incremental backups where all files that are changed are backed up in their entirety, or they run a block-level backup which only backs up the parts of the files that changed instead of the entire file. You can run a mix of these two types as needed - but block-level really only is useful on larger files that get small changes within them.

Your schedule for full image backups may be limited by bandwidth. You could consider only backing up the images to a local NAS and use hybrid backups for the file backups (assuming file backups cover the files on those machines that have image backups). That way you are not limited by bandwidth for image backups which can be large.

Either way you need to run full backup occasionally or you'll never be able to remove old backups from storage. There's no way to delete an old image backup until a new backup set (full) is started. But you could space out the full so they are less frequent. Say, every 30 or 60 days.

You also need to check your retention so you understand how long backups are being kept and make sure it fits your business needs.

Are these plans good or should I make different ones that are better?
Depends on what you need.There are no good or bad plans (within reason). There are plans that solve a business case and those that do meet the needs of the business. Without more information, it's hard to provide much guidance. And as I mentioned above, retention settings are important.

Is there a way to address bandwidth issues?
Avoiding image backup to the cloud if that meets the needs of the business. Ensure compression is enabled. Avoiding backing up any volumes or folders in the image backup that are not needed.

It's not specifically designed for that, but if the files are backed up in whole (not block-level) then you should be able to decrypt. But the passkey must be entered into Options before you copy. Give it a try.

Can you tell us what locale is set for the keyboard on the Windows and Mac machines so we can test?

Thanks for the update!

I reached out to the team to see what might be the issue. I'll report here when I hear back from them. Thanks.

I think Support will need to see the logs. Please open a Support case from the Tools - Diagnostic toolbar option and mention this post in the submission. If I dig anything else up, I'll reply here.

See if anything in this blog post helps. If not, let me know. https://www.msp360.com/resources/blog/how-to-perform-physical-to-virtual-restores/

Incremental will back everything up the first time and then only back up files that changed. If you want to perform block-level backups so only changes within larger files are backed up rather than the entire file each time, then schedule block-level to run every day and Incremental to run every 30 days.

We don't use use the term Full backup any longer since only that very first backup is actually a full one.

You can manage all your licenses @ cloudberrycentral.com.

This is what I received from Support.

1) Customer may not be accessing the portal under global admin for their domain (it's necessary for setup)
2) Customer may not have added the domain properly in Managed Backup

So make sure you're using your global admin account. If you are, Support asked you open a support case and provide a screenshot of how the domain has been added in the Managed Backup console - and send them your email address you're using to log in.

Are you sure you are using the correct computer ID? If so, it's possible the connection is being blocked by a firewall. We use standard TCP ports 80 and 443, if memory serves.

Please keep opening tickets. Do not be hesitant. Your feedback is extremely important and we want to hear from you as much are you want to be heard :-)

sent you a private msg

If you do not change the encryption key, it will not update in the plan. But that will not do you any good if you cannot remember it. My recommendation is if you think you used a memorable passphrase (rather than a ransom alpha-numeric-symbol one), you try to run a test restore of a single, small file to see if you can figure it out. If not, then the encrypted backups cannot be restored. You could leave the backup in place if you think the key may come to you, but then you should create a second storage account to a different Bucket and update the backup plan to use that storage and enter a new encryption key. Or you can use the same storage account and just update the encryption key. Everything will be backed up with the key change and old files will age out according to your retention settings - even if some of them may not be able to be restored without the old key. You can also reach out to Support to see if they have any other recommendations for you. Thanks.

On your first question, are you saying that when you go to Security Options and select "Require encryption for incoming connections," the Regenerate, Copy, and Save options are disabled? If not, can you clarify? Are you using the QuickSupport binary?

On the second question, the maximum of 5 entries in the address book was added recently as we are getting ready to release a managed, remote assistant subscription service. We are planning to continue to support and enhance the free version, but for the near-term, the limit will be 5 address book entries. You can, of course, connect to more than 5 remote computers, but you're limited to adding a maximum of 5 in the address book. If you'd like to read more about the planned Managed Remote Assistant, please refer to this blog post and consider signing up for the beta: https://www.msp360.com/resources/blog/introducing-msp360-managed-remote-assistant/

I realize, that for customers who have been using RA without the address book limitation, its addition is not a welcomed change, but we're hoping you stay with us - and, of course, if you're not in the market for any type of paid product, and you will only use the free version, please let us know here how you use the product (personal and / or business) and why more than 5 is so important to you. It was changed to 5 recently, but there's always the possibility that it could be increased. Thanks.

Unfortunately, this is a known issue some customer are having. It's going to be address in the 3.0.2 release (the next one). In the meantime, I'd contact Support. I believe internal testing has shown an older 3.0.1.105 release was working and they may be able to provide that build. I'll inquire when the 3.0.2 release is scheduled and report back.