What To Do If You Have Lost Your Password Or Encryption Key
AhsayACB / AhsayOBM: Pre-18.104.22.168
OS: All platforms
I have lost my AhsayOBM / ACB account password, or the encryption key of my backup set, what can I do?
Loss of User Password:
If you have lost your backup account's password, you can retrieve it by requesting the 'forgotten password' email from the user web console. The password provided in the email will actually be a hashed version of the password, as the actual password is never stored on AhsayOBS for security reason.
The hashed password provided in the email can be used to login to the AhsayOBM / AhsayACB client software, but it cannot be used to decrypt any backed up data, even if the encrypting key configured to be the same as the user password.
In the case where the backup set encryption setting is set to default (to use password as the encrypting key), you will need the actual password (the password when creating the backup set) to decrypt any data backed up. This includes data previously backed up and also data that to be backup in the future for the existing backup set.
Loss of Encrypting Key:
If you have lost the encryption key of your backup set, there will be no way to restore data from the corresponding backup set. For security reason (to protect the backup users) the encrypting key is never stored on AhsayOBS, therefore, the encrypting key is not retrievable if lost.
Any existing backed up data will not be restorable.
The following steps must be performed to ensure that data to be backup in the future can be restore:
1. Delete all backup sets where the encryption key is lost
2. Create new backup sets for the affected data
3. Backup the data immediately
Important: We would like to stress that it is very important to keep a record of your user password and encrypting key.