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Cbiscuit
April 13, 2023
Question

Online backups

  • April 13, 2023
  • 1 reply
  • 0 views

Been trying to access my online backup file. We just upgraded to QB online. We had a separate computer that held our desktop version that we remoted into it. It died, but a few days before it died, I did a full backup. 

I FIRST logged into IDP, it told me there were 2 licenses tied to our account. I chose one. Of course, it was the one tied to our current license (online). Nobody seems to know exactly how to access the other license? 

8 people in and none of them can tell me how to access the other license, which I assume has our backups on it.  I had someone tell me that I can only access my online backup from the computer my QBs is on. 

 

1 reply

M
Mark_R
April 13, 2023

It's good to see you here in the Community, @Cbiscuit.

 

I'm here to help ensure you can access your online backup files in Intuit Data Protect (IDP). I'd like to redirect you to the best support group available to get this address right away.

 

When creating online backups using the IDP, you can access them on another computer. However, if you can't access the other license and online backups from another computer, I recommend reaching out to our QuickBooks Support Team. This way, they can help you access your online backups in IDP.

 

To reach them, you can follow the steps below:

 

  1. Go to the Help icon and select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Write your concerns in the description box, then select Continue.
  4. Select which one of the support options you'd like to use.

 

Just in case you have more questions about IDP, you can read this article for more information: Common questions about Intuit Data Protect.

 

Come back to this post if you have other concerns or follow-up questions about accessing online backups. I'm always here to help.

C
CbiscuitAuthor
April 14, 2023

We eventually got it figured out. Our company called prior to my post, and we spent almost the entire day on the phone with reps. It took roughly over a dozen people to get anywhere. The amount of people who just didn't know or gave wrong information and transferred us to someone else was frustrating. 

Knowledge I found absolutely frustrating to no end: that we paid for online backups, and apparently that doesn't mean anything. An online backup in the mind of, I would say most people is that if your desktop file backup is inaccessible because computers crash, break, get viruses, etc. that you can access an online backup that is stored in a cloud file or QB's server.  Nope. Apparently about 8 transfers in, supervisors and rep consensus, you cannot access it unless on that specific computer. We paid for an online backup but it can "only be accessed through the computer used" what is the point of an online backup file then?  

Luckily the owner of the company was able to freeze (like literally put in the freezer for 24 hours) the HDD (can't do this with SSDs fyi) and get it work.  So we could pull our files that way. I'm wildly disappointed in the structure of the online backup we paid for, of the amount of reps that had no idea what to do, gave incorrect information, and the amount of times we had to be transferred before someone was able to do anything. 

The amount of times there were things like the image I attached, is so frustrating. Hopefully going forward, the support team can do a better job that doesn't take 4+ hours on the phone and more than a dozen people to get anywhere at all and in the end, didn't actually resolve it. We got lucky. 

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