If you experience a system crash or replace your computer's hard drive, you might have to reinstall the Agent software and configure it to use your existing Agent account. Otherwise, you will not be able to access the file's you've previously backed up. When you reinstall the Agent for an account recovery, it is important that you do not set up a new account. You must select the option to recover an existing account.

To recover your account, you must provide your account number, encryption key , and account password, if applicable. You must also install the same software version of the Agent you last used, or upgrade to a higher version. If you do not know this information, contact Support.

After you reinstall the Agent and recover your account, you can then perform a Retrieve or Heal as needed to recover any missing files.