MyBackup Pro Frequently Asked Questions (FAQ)


If you have an issue with the application, the first thing you should do is uninstall the software, restart the device and reinstall the latest version. This usually solves 90% of the issues. If you still have an issue look below. Here is the End User document .



Questions:

- I forgot my login information/password OR I don't know what my PIN is, how can I get it?

- I want to restore a backup that was created from an old device, what do I do?

- I'm restoring from data saved from an old device or same device. The device says there is no data. I look on the sd card and I see a backup file. Can you please help.

- The application is crashing, or random issues.

- The application is saying I can not connect to the RerWare Servers.

- When I try to restore it's saying that no backups have been found.

- Unable to upload backup file.

- Error during sms restore.

- Can I make a backup from my Android 1.5 or 1.6 device, and restore this on my new device running Android 2.1 or 2.2?

- Is my data secure when I backup to your Online Server? (Click here for our Privacy Policy)

- MyBackup Pro is not showing on the Android™ Market. Why is MyBackup Pro not available for purchase?

- When I try to download the application, it is always failing with Download Unsuccessful. Why can I not download your application?

- When I do a device reset, or get a new device, will I have to purchase the application again? How will you know that I already purchased it and download the application again?

- Can MyBackup backup the data specific to my other applications?

- What third party applications do you support for backing up the application specific data?

- When I try to do a backup or restore, I am getting a DB or SD Card IO error, how can I resolve this?

- I purchased your application from your website, now I need to upgrade to the newest version, how do I get it?

- I created an application backup, but not all applications show up in the list of options, why is this?

- I want to restore a backup that was created from an old device, how do I do this?

- My Schedule is not running, what is the problem?

- How do I cancel my extra online space subscription?

- I purchased extra space and changed device, I don't see the extar space on the new device..

- My device keeps rebooting, how can I backup my information, if I have MyBackup Pro installed?

- After or before a restore, I now have duplicate contacts in my people list. How can I fix this?

- I am getting an error "Couldn't intall on USB storage or SD card" when trying to install from the market

- I can't backup to external SDCard after 4.4.2 update, or I can't find my backups on external SDCard.

- Chrome under Windows will display a warning related to weak SHA1 signed certificate when I visit https://www.rerware.com.


I forgot my login information or password, how can I get it?

If you still have the same device, run the application and hit Menu->Email PIN.
If you do not have the device, you will need to try to get the login information from the forgot password page on our website: https://www.rerware.com/MyBackup/Webviewer/ForgotPwd.aspx or call your device's service provider and ask them for your old IMEI# or MEID# (HEX), this will be your PIN for that device.


I want to restore a backup that was created from an old device, what do I do?

If the backup was created on the SD card, switch the SD card into the new device, and run the Restore. If the backup was created Online, when you are prompted for the PIN\PW, type in the login information of the old device. For step by step instructions, have a look at the End User document found here


I'm restoring from data saved from an old device or same device. The device says there is no data. I look on the sd card and I see a backup file. Can you please help.

Make sure you have a rerware folder on the SDCard then, you need to figure out the mounting point to your SDCard, please Google your device and SDCard path
ex: /sdcard/sd
/mnt/sdcard-ext
/sdcard/external_sd
/sdcard/


The application is crashing, or random issues.

Please try to uninstall the app, reboot the device, and install it again. Also, please make sure that you have enough free space on the SD card (even for Online backups), and that the device is not mounted to a computer.


The application is saying I can not connect to the RerWare Servers.

Please back out of the application with the back button, make sure you have Internet connection on the device, and start the app again. If this does not work, please try to uninstall the app, reboot the device, and install it again.


When I try to restore it's saying that no backups have been found.

Make sure that you are restoring the same type as you backed up (ex: backup apps, restore apps). If you changed handsets, then you need to enter the old handset's pin/pwd that were used to do the backup.


Unable to upload backup file.

Can you please try to uninstall , restart device and reinstall and reset the schedule. Also make sure that your device has network connection.


Error during sms restore.

1)From the Android home screen, hit Menu->Settings->Applications->Manage Applications and select Message Storage, hit Clear Data (this will delete all messages on the device)
2) Run a restore of your messages using MyBackup Pro.


Can I make a backup from my Android 1.5 or 1.6 device, and restore this on my new device running Android 2.1 or 2.2?

Yes. MyBackup supports the ability to create a backup from any Android OS version or device, and restore it to any other Android OS version or device.
Now, you even have the ability to restore data to any other platform that MyBackup Pro supports.


Is my data secure when I backup to your Online Server?

Yes, absolutely. The Data is transmitted over an encrypted channel using https, ssl.
We will never share your information with any third party company. RerWare, LLC will never look at any user backup information on our servers.
Click here for the complete Privacy Policy


MyBackup Pro is not showing on the Android™ Market. Why is MyBackup Pro not available for purchase?

If the application is not showing up on the Android Market, this could be because of a few things. Firstly, some countries do not yet have paid applications available to them.

If this is not the case for you, and you still do not see the application, this is an Android Market issue. Give the device some time for the internal cache to update and try again. If this is still a problem, try resetting your device, and try again. Keep trying and it should eventually work. Here are some Android Market support threads you can look at and post a comment in about your problem...

http://www.google.com/support/forum/p/Android+Market/thread?tid=40dc07e3a35208c1&hl=en

Also, this is the Android Market support center:
http://market.android.com/support/bin/request.py?contact_type=contact_policy


Alternatively, you can purchase MyBackup Pro from here.


When I try to download the application, it is always failing with Download Unsuccessful. Why can I not download your application?

Give the device sometime for the internal cache to update and try again. If this is still a problem, try resetting your device, and try again. Keep trying and it should eventually work. Here are some Android Market support threads you can look at and post a comment in about your problem...

http://www.google.com/support/forum/p/Android+Market/thread?tid=40dc07e3a35208c1&hl=en

Also, this is the Android Market support center:
http://market.android.com/support/bin/request.py?contact_type=contact_policy


When I do a device reset, or get a new device, will I have to purchase the application again? How will you know that I already purchased it and download the application again?

When you do a device reset (or get a new device), during the boot up the device will ask you for a Google Account user name and password. As long as you use the same Google Account you had used during the time of purchasing the application, you will not need to pay again for the application, and you will be able to re download it anytime you like.

You can also, always Download the latest version of MyBackup Pro from here, and activate this with your Google Checkout order number.



Can MyBackup backup the data specific to my other applications?

We can not get the applications data because of security built into Android. But we have provided developers the ability to integrate with us and some are beginning to do this. If you would like any application to have the ability to be backed up by MyBackup Pro, you may want to contact the developers of such applications and have them contact us for instructions on how to integrate with us.

Or, if you root your device, you will be able to backup all applications data\settings.


What third party applications do you support for backing up the application specific data?

Have a look here http://www.rerware.com/Android/Integration.aspx

If you are interested in other applications, please email the developers as they can integrate with us very easily.



When I try to do a backup or restore, I am getting a DB or SD Card IO error, how can I resolve this?

This is an SD Card error. First, make sure you have enough free space on the SD card to create a backup (even online backups need temporary space to create a backup), and also make sure the device is not connected to the PC when doing a Backup or a Restore. If there is still a problem, try to uninstall the application, reboot the device (turn off and back on), and install it again. If there is still a problem, you may need to format your SD Card, and have a look at this.

fix your G1 Android messed up SD card


I purchased your application from your website, now I need to upgrade to the newest version, how do I get it?

You can always get the latest version from this link:
http://www.rerware.com/Android/MyBackupPro.apk
You will need your Google Checkout order number to activate the application.



I created an application backup, but not all applications show up in the list of options, why is this?

Any application will only be able to move non-protected applications off of the device. Android has security built in that does not allow an application to be copied off of the device if it is published as "Protected".



I want to restore a backup that was created from an OLD device, how do I do this?

If the backup was created on the SD card, switch the SD card into the new device, and run the Restore.
If the backup was created Online, when you are prompted for the PIN\PW, type in the login information of the old device.
For step by step instructions, have a look at the End User document found here: http://www.rerware.com/Android/MyBackupUserGuide.pdf



My Schedule is not running, what is the problem?

If you have a task manager, it is probably stopping the backup service when it starts, make sure you add MyBackup Pro to the ignore list of any task manager applications you are running.
To fix this now, please try to uninstall the app, reboot the device, and install it again.
When updating to a newer version of the app, restart the device (turn off and back on) after the update to ensure the schedule continues to run.



How do I cancel my extra online space subscription?

For In-App Purchase: Go to the MyBackup application in the Google Play store, and at the top is an option to cancel the subscription.

For Google Wallet: You can login to your Google Wallet account at https://wallet.google.com and click on the first transaction of the extra space subscription, there will be an option there to cancel the subscription.

For Paypal: Look at these steps.

Or, if you prefer, we can cancel this for you, just use the Contact Us page to send us a message saying you would like to cancel your subscription, and make sure to include Google order number (15 digits) or Paypal subscription order number and we will reply once it is done.



I purchased extra space and changed device, I don't see the extar space on the new device.

Just use the Contact Us page to send us both old and new PINs and we will move the extra space for you to the new device.



My device keeps rebooting, how can I backup my information, if I have MyBackup Pro installed?

First start your device in safe mode. Once you are in safe mode, connect your device to your PC using usb and issue: adb shell (ADB command is part of the Android SDK), then issue the following command:
am start -n com.rerware.android.MyBackupPro/com.rerware.android.MyBackupPro.MyBackup



After or before a restore, I now have duplicate contacts in my people list. How can I fix this?

Please follow the instructions in this Google support link: https://support.google.com/mail/answer/165334?hl=en
Also, check this video: http://www.cnet.com/how-to/tips-for-deduping-android-contacts/


I am getting an error "Couldn't intall on USB storage or SD card" when trying to install from the market

Please follow these instructions: http://www.androidpolice.com/2011/04/19/fixing-the-couldnt-install-on-usb-storage-or-sd-card-problem-on-android/



I can't backup to external SDCard after 4.4.2 update, or I can't find my backups on external SDCard.

The problem is that android 4.4.2 no longer allows apps to access the sdcard directly and fully. So to fix you have to have a root device and do the following.
1- Using a root-enabled file manager, navigate to /system/etc/permissions
2- Edit platform.xml
3- <permission name="android.permission.WRITE_EXTERNAL_STORAGE" >
<group gid="sdcard_r" />
<group gid="sdcard_rw" />
<group gid="media_rw" />
</permission>
4- save and restart
-Or you can simply start using your internal storage on the device. Simply move the rerware folder to internal storage, and uninstall the reinstall the app. Also keep in mind any factory reset will remove/delete all backed up data so always have online backups to be safe, or another location other than internal storage.


Chrome under Windows will display a warning related to weak SHA1 signed certificate when I visit https://www.rerware.com.

This is due to an old intermediate certificate that the browser is using. To solve the issue, please follow these instructions: hhttps://class3.test.itk98.net/ Scroll down to "How to Solve" on the Client side.