Apple and iPhone data recovery | Ontrack since 1987!

How long does the data recovery service take?

We offer three service levels that you can choose from depending on your need. These three levels are: Standard (7-10 business days), Express (3 business days), and Emergency (12-24 hours). If these time frames don't suit your requirements, our customer service team will work with you to find a level that does.

How long does the free evaluation take?

Our free evaluation takes around four hours.

How much does data recovery in Toronto cost?

The cost of data recovery varies from case to case. To give you the best idea of cost, we will provide a free evaluation of your media device. Once we have completed the evaluation, you will receive a no-obligation quote.

I need mobile data recovery, can you help?

We offer mobile data recovery for both iOS and Android devices. Get in contact with us today to see how we can help.

How much does data recovery in Calgary cost?

The cost of data recovery varies from case to case. To give you a good idea of the cost you might be facing, we offer a free evaluation that will allow us to analyse the severity of the data loss, and how long it may take to complete the data recovery. Once we have completed the evaluation, we will send you a non-obligation quote. If you choose not to go ahead with the data recovery, we will send your media back to you.

I need mobile data recovery, can you help?

Yes. Our Calgary mobile recovery experts can carry our data recovery on your smartphone, tablet or music device.

Can you offer business data recovery in the Vancouver area?

Yes! Our specialist team of data recovery engineers are experienced in every kind of enterprise data storage device. Contact our Vancouver team of specialists to find out how we can help you recover your lost business data.

Can you recover tablet data for customers in the Vancouver area?

We certainly can, along with smartphones, digital cameras, and many other consumer electronic devices. Our data recovery specialists have helped many customers in the Vancouver area recover lost data from even the latest mobile devices.

How fast can you retrieve lost data for customers in Vancouver?

You can choose from our range of service delivery options. Customers in Vancouver can opt for an emergency data recovery service, which typically takes around 12-24 hours. We also have other service levels available, including our standard service which takes around 10 working days on average.

I’ve lost data and I need a solution near me, what should I do?

We have specialists ready 24/7/365 to take your call. We've successfully recovered data for clients in the Vancouver area and further afield, and we're ready and waiting to help you with your data loss.

Is there a charge for shipping?

We provide a free collection of your media device from your chosen location. A selection of times and dates will be provided to you, giving you the ability to choose one that suits you.

How do backup files become damaged or corrupted?

Backup files can become corrupt in a number of ways:

Large backup files may become damaged while copying to other devices
Backups were accidentally or intentionally deleted
Files may be damaged during encryption

What type of damage can you help with?

We can help retrieve data from devices affected by water damage, fire damage, heat damage, and lightning strike and power surges, as well as those that have been dropped. If you're not sure if we can help, get in touch!

What is data destruction?

Erasure software is used before the drives are transported to equipment for physical destruction to eliminate the possibility of data being intercepted during transport. Physical destruction on hard disk drives can be done with a degausser that uses a powerful magnetic field, which erases not only the data but removes the servo tracks, making the media unusable. The most permanent and final destruction solution involves the use of granulators, also known as shredders. These machines rip, tear, or smash a hard drive or SSD into pieces so small that data cannot be recovered from the media or memory chips.

What is the goal of secure data destruction?

The main objective of secure data destruction is to make it impossible to recover data from a data storage device that is no longer in use by an individual or organization. Destroying this data reduces the risks of identity theft, financial theft, reputational harm, or corporate espionage.

Are data destruction and data sanitization the same thing?

The terms data destruction and data sanitization are sometimes used interchangeably, but they are not the same. Data destruction is more of a general term used to describe the process of removing data from computer hard drives, mobile devices, tape, and other types of storage media. While that may sound like what you need—data destruction doesn't make the data permanently unrecoverable. When sensitive data has reached its end-of-life, data sanitization must be employed to intentionally and permanently destroy it by overwriting (wiping), degaussing, and shredding the media, which includes verification and certification.

Can you recover data from a shredded hard drive or SSD?

If best practices are followed during data destruction, there is no way to recover data from a shredded hard drive or SSD, especially if data erasure software or a degausser (HDD) was used before shredding. However, if a drive was not erased before shredding and the equipment was not set up to create small enough pieces, a full memory chip might be knocked off an SSD without being destroyed, which can be recovered by a data recovery expert like Ontrack. Improper setup of a shredder/granulator could also lead to an entire disk platter being left intact after a drive is run through shredder set up for a much larger enterprise drive, but such an occurrence would be highly unlikely.

Does data destruction remove windows?

Physical data destruction such as degaussing or shredding will make a hard disk drive or SSD inoperable so that none of the data, software, or other programs on the device will function. Erasure software can be used in such a manner that it erases only specific files, leaving Windows or other operating systems intact when an organization desires to repurpose the asset after wiping the data. The comprehensive approach to drive eraser software will remove all data and programs, including the operating system.

Does degaussing a hard drive make it non-functional?

When degaussing a traditional hard drive, the magnetically coated platters that store data are completely erased. Degaussing involves subjecting a hard drive to a magnetic field, which essentially demagnetizes the platters. The drive is rendered completely inoperable because there are no longer tracks and sectors on the platter which are used to organize and locate data. Degaussing provides permanent removal of data and is recommended as a step in the data sanitization of traditional hard drives, tape, and other magnetic media. After degaussing, devices can be physically destroyed using a special shredder—the process guards against the possibility of any potential for possible data recovery.

Does destroying a hard drive with a hammer make it unrecoverable?

We've seen videos of do-it-yourself data destruction with nail guns, hammers, and automobiles. And while these methods physically destroy devices, they don't provide a verifiable, certified method to ensure data is inaccessible and unrecoverable. Destroying a hard drive with a hammer might render it inoperable, but because Ontrack engineers are known for their miraculous data recovery rescues (including a hard drive from the crashed Space Shuttle), anything is possible.

What are the top advantages of hard drive and SSD granulators?

Granulators, also known as shredders, are machines that rip, tear or smash a hard drive or SSD into small pieces, making it inoperable and not possible to recover any data. Data that is no longer need by the organization for the business, legal, or retention requirements can be safely and permanently destroyed using a granulator. Organizations can reduce the risk of security breaches and reduce storage costs by disposing of data no longer needed.

What is secure data destruction?

Best practices for secure data destruction involve using data erasure software to securely overwrite data on hard drives and SSDs, including the hidden areas and remapped sectors. Erasure is done per government standards such as NIST, DOD, and many more. Erasure software is used before the drives are transported to equipment for physical destruction to eliminate the possibility of data being intercepted during transport. Physical destruction on hard disk drives can be done with a degausser that uses a powerful magnetic field, which erases not only the data but removes the servo tracks, making the media unusable.The most permanent and final destruction solution involves the use of granulators, also known as shredders. These machines rip, tear, or smash a hard drive or SSD into pieces so small that data cannot be recovered from the media or memory chips.

What is the best way to safely dispose of hard drives and SSDs?

Best practices involve using data erasure software to securely overwrite data on hard drives and SSDs, including the hidden areas and remapped sectors. Erasure is done per government standards such as NIST, DOD, and many more. Erasure software is used before the drives are transported to equipment for physical destruction to eliminate the possibility of data being intercepted during transport.Physical destruction of hard disk drives can be done with a degausser that uses a powerful magnetic field, which erases not only the data but removes the servo tracks, making the media unusable. The most permanent and final destruction solution involves the use of granulators, also known as shredders. These machines rip, tear, or smash a hard drive or SSD into pieces so small that data cannot be recovered from the media or memory chips.

What is the primary goal of secure data destruction?

Why is data destruction important?

Data on storage devices no longer in use by an individual or for business purposes by an organization has the chance of being accessed by threat actors who may use the data for identity theft, compromising privacy, financial theft, reputational harm, or corporate espionage. Once the data is destroyed, it is no longer available to those who would choose to use the data in this manner.

Counter to what you usually do. What is the best way in your opinion to make sure the data isn’t recoverable?

Make sure all the NAND chips are broken for destruction or use an erasure software that has been validated by Ontrack.

Does data erasure remove files and clean the drive?

Data erasure is the removal of data from a storage device such that it cannot be recovered. Data erasure software repeatedly writes a pattern of 1's and 0's over all of the data locations on a hard drive or SSD so that the original data is no longer accessible. The software also removes all data from temporary locations. File erasure software allows the user to target all instances of specific files to be erased, instead of wiping all data from the entire storage media.

How do I perform a complete data erasure?

Best practices involve using data erasure software to securely overwrite data on hard drives and SSDs, including the hidden areas and remapped sectors. Erasure is done per government standards such as NIST, DOD, and many more.Erasure software is used before the drives are transported to equipment for physical destruction to eliminate the possibility of data being intercepted during transport. Physical destruction on hard disk drives can be done with a degausser that uses a powerful magnetic field, which erases not only the data but removes the servo tracks, making the media unusable. The most permanent and final destruction solution involves the use of granulators, also known as shredders. These machines rip, tear, or smash a hard drive or SSD into pieces so small that data cannot be recovered from the media or memory chips.

How long does data erasure take?

Data erasure can occur in minutes when an encryption key is digitally shredded. Otherwise, erasure can take minutes to hours, depending on the capacity and performance level of the storage media.

Should I use data erasure?

Data erasure should be used when the data on a storage device is no longer needed for business purposes, retention policy or other compliance, and legal matters, and would create risk for the organization if it were to be accessed by unintended users.

What is data erasure coding?

Erasure coding (EC) is a method of data protection in which data is broken into fragments, or sectors, expanded and encoded with redundant data pieces and stored across a set of different locations or storage media. The goal of erasure coding is to enable data that becomes corrupted at some point in the disk storage process to be reconstructed by using information about the data that's stored elsewhere in the array. Erasure codes are often used instead of traditional RAID because of their ability to reduce the time and overhead required to reconstruct data. Erasure coding can be more CPU-intensive than traditional RAID systems, resulting in increased latency.

What is data erasure?

Data erasure is the removal of data from a storage device such that it cannot be recovered. Data erasure software writes a repeating pattern of 1's and 0's over all of the data locations on a hard drive or SSD so that the original data is no longer accessible. The software also removes all data from temporary locations.

How to erase data from a hard drive without connecting to the internet

Download and install the data erasure software on a functioning computer.
Create an ISO image of the erasure executable and copy it to a removable USB flash drive.
Plug the USB flash drive into the computer to be erased. It will boot up and begin erasing the device.
Remove the USB drive when finished as the ISO image will run only once per license.

Are Ontrack technicians Apple-certified?

Ontrack's global team of technicians are certified by Apple as well as many other manufacturers. In addition, our proprietary Apple data recovery software allows us to achieve maximum success to overcome data corruption, deleted files, and more.

Are you able to recover data from Apple computers that use the T2 security chip?

We work closely with Apple and have a long history supporting Apple customers. The T2 security chip was introduced in 2017 and is built into the iMac Pro, Mac Pro, MacBook Pro, Mac mini and MacBook Air models. It provides advanced support for encrypted storage devices and protects data. Ontrack has provided data recovery of Macs that include the T2 chip since its inception.

Does Apple provide data recovery services?

Apple does not provide data recovery, and charges for data recovery services are not covered by Apple's warranty or AppleCare. Ontrack is authorized and recommended by Apple when data recovery is necessary and provides discounted service to Apple customers. Call us today for a free consultation and price quote.

Is the cost of data recovery covered under AppleCare?

Charges for data recovery services are not included as part of Apple's AppleCare warranty program. We recommend you contact Apple technical support if your computer doesn't start up. They can offer advice and set up appointments at your local Apple Authorized retailer. If you are still not able to start up or access your hard drive after communicating with Apple, please contact us for a free consultation and estimate for data recovery.

Will Ontrack's data recovery service void my Apple warranty?

Ontrack is authorized and recommended by Apple to recover data from their computers and mobile devices. Our work will not void your Apple warranty.

How do you recover from corrupted SQL files?

Ontrack uses a number of techniques and custom software to extract, rebuild, and recreate corrupted SQL database files. With unique expertise and capabilities, Ontrack excels at recovering databases from the most challenging data loss scenarios.

Does implementing SSD storage introduce difficulties for Microsoft SQL Server recovery?

Before making a move to an SSD-based SQL Server data stores, CTOs need to decide:

How great a risk SSD failure poses to SQL Server recovery operations.
Which technology provides the best balance of performance and reliability (SSD vs. HDD).
How to monitor the SSD drives on which logs are stored to assess health.
How to recover data from a failed SSD in the event of a disaster or drive failure.

It is also important to remember that the strongest feature of SSDs - a lack of moving parts - is also one of the greatest weaknesses. SQL data recovery from a failed SSD drive is an expert job, usually requiring professional assistance. Where platters could be removed and cloned from a traditional spinning disk in a cleanroom environment, SSD memory chips are typically harder to recover.Data recovery from SSD memory cells is possible, but it remains a complicated procedure. And because any SQL Server deployment needs to include data recovery provisions as part of its plan, CTOs and systems architects need to consider and mitigate the impact SSD outages can have on availability.

How does a page-level restore improve SQL Server recovery provisions?

For very large Microsoft SQL Server databases, a complete restore operation can take many hours. During this time the database cannot be used to prevent data being entered and lost as information is copied back from tape or disk. In a high-availability environment, any downtime is costly, so keeping it to a minimum is essential.Fortunately, page-level restore techniques can be used to keep recovery times to a minimum by reducing the amount of data that needs to copied back from the backup media. Since the release of Microsoft SQL Server 2005, DBAs have had the option of carrying out a 'page level restore' which allows them to recover a 'handful' of pages, rather than having to restore entire datasets and copy the information back into the original database.The page-level restore operation is perfect for situations where data becomes corrupted during writes through a faulty disk controller, misconfigured antivirus software or an IO subsystem. Better still, restore level operations can be performed online for Enterprise editions of Microsoft SQL Server.

How Does In Memory Computing Affect SQL Server Recovery?

Built-in provisionsHekaton allows DBAs to select high priority tables and objects that need to be stored in RAM for super-fast querying. However, the underlying architecture has also been engineered to create a localized backup of that data:Transaction logJust like a standard disk-based database, Hekaton also relies on a transaction log record to track operations, and assist with SQL Server recovery. To ensure complete coverage, Hekaton integrates both disk-based and memory-based transaction logs, writing both to disk in batches.Understanding the Data FileRather than the traditional page structures used for data rows, Hekaton uses a pair of sequential files - Data and Delta files. The Data file contains free-form data rows that are then linked using in-memory indexes. Every time a row is changed by an INSERT or UPDATE statement, the changed row is appended to the end of the Data file.To maintain the speed of operation and to maintain an accurate audit trail, when a row is deleted or updated from an in-memory table, it is not removed from, or changed in the Data file.

What Do I Need For A Successful Microsoft SQL Server Database Restore?

A full backupJust like any other file on the network, the key to a successful database recovery is to have a full, current backup of the MDB and MDF files. You should be taking incremental copies of the database files at least once a day, combined with a full backup at least once a week.A log file backupA 100% accurate database restore is reliant on having a completely up-to-date set of log files that corresponds with data access and update operations. For industries that are heavily regulated, like finance and banking, the log files are essential to prove compliance.Microsoft is keen to point out that you must have "enough” log backups available for a restore sequence, including the tail-log backup, before beginning the process.Sufficient spare disk capacityIn order to test the restored data is correct, you will need to restore the database elsewhere first. This will then give you a chance to test the restored data and ensure that there is no corruption, and that you have an up-to-date set of records that gives a true indication of state before the crash/deletion/corruption.

Why are files disappearing from my hard drive?

To recover missing files, download Ontrack's EasyRecovery software, which recovers up one gigabyte of deleted files free of charge. If files are consistently disappearing from the hard drive, it could indicate corruption of the file system. Corruption can occur if the computer isn't properly shut down or has lost power while writing data to the hard drive. Running the Windows CHKDSK program in Windows, or Apple Disk utility, if you're using a Mac, can fix minor file corruption and help prevent the problem from reoccurring.

Are there any fees for Ontrack Tech Support?

Ontrack Tech Support is free, and available Monday - Friday from 7:30 am - 6:00 pm Central Standard Time (CST).

Can Ontrack be trusted to handle extremely sensitive data?

Yes. Ontrack's Labs are ISO 27001 Certified. Ontrack also receives an annual SOC 2 (formerly SAS 70 II) report from a certified audit firm.

Does Ontrack look at the data on my external hard drive?

No. Ontrack does not open any of your files. Our data recovery experts simply generate a file report.

How much will it cost to recover data from my external hard drive?

Data recovery costs vary depending on the severity of each data loss incident. For more information, contact an Ontrack specialist to request a free data recovery quote.

What if my external hard drive is encrypted?

Ontrack will need the encryption keys/passcode to properly evaluate your device.

Can I put my fire damaged device in the fridge to cool it down?

Never place an electronic device in a refrigerator or freezer as an attempt to cool it. Just as extreme heat can cause damage to your device, so can excessive cold temperatures. The sharp drop from hot to cold can lead to condensation which will damage the internal components of the device, rendering it unusable.

How can I protect electronics from heat or fire damage?

Fire may not always be preventable, so having a good response system should an incident occur is highly recommended. Survey the areas where your electronics are stored and ensure that Highly Sensitive Smoke Detection (HSSD), automatic sprinkler systems and clean agent extinguishing systems are properly installed. Keeping your devices out of direct sunlight and away from tight spaces with other electronic devices that may generate heat is also important. Remember, any source of heat can cause damage.

How does fire affect devices?

Extreme heat has the ability to damage both the external and internal electronics of your device. The exact amount of damage depends on the intensity of the fire.

What should I do if my device has fire damage?

Do not turn the device on. While fire damage is usually noticeable, smoke damage may not always be visible. Powering up the device can cause further damage, as any hidden soot can cause it to crash. In the same vein, a hard drive that has sustained comprehensive external damage may be perfectly operable internally. In either case, it's important to take caution and have the drive checked by a professional data recovery specialist as soon as possible.

How much heat can a laptop withstand?

Short timeframes of exposure to temperatures of 100° Fahrenheit may not cause any major damage, however, exposure at 200° Fahrenheit will most likely lead to some corruption of data. Exposure at 300° Fahrenheit or higher can cause more extensive damage, warping HDDs and platters and de-soldering your device's electronic connections.

How has data recovery changed with NVME/Flash vs old spinning disk for recovery percentages?

Ontrack is leading the way in terms of research and development expenditures for SSD data recovery, and we continue to learn and develop new recovery methods all the time.

Can you repair a hard drive that isn’t spinning?

A hard drive that isn't spinning could indicate a mechanical problem. For the safety of your essential data, you should turn off the drive or computer as soon as possible and contact us for further advice. If a hard drive spins up and then stops after a few seconds, it could indicate damage to the platters inside the housing. Damage can occur when the read/write heads scrape the surface of the drive platters. This condition is known as a head crash. To ensure the potential for a successful data recovery, do not leave the drive powered on or allow it to cycle on and off. The longer a drive with a head crash is left running, the more damage that can occur.

Does hard drive data recovery always need to be performed in a cleanroom?

A cleanroom is a static and dustfree environment that protects a hard drive's platters during the data recovery process. If a hard drive has suffered mechanical failure or physical damage, the sealed mechanism will need to be opened in a cleanroom to access internal components such as the actuator assembly, read/write heads, and the magnetically-coated platters that hold data.

How do hard drives fail?

Because traditional hard drives have delicate moving parts inside, they are more susceptible to failure than newer solid-state drives (SSDs). But, both types of drives can fail, making your data inaccessible and requiring a data recovery service professional to extract the needed files. Some of the most common ways that traditional hard drives fail is circuit board or motor failure, impact damage, media damage (head crash), and "stiction” where the read/write heads are stuck to the magnetically coated platters. Solid-state drives provide a more durable solution and are less susceptible to failure. But, like traditional hard drives, they too can suffer from electronic failure, firmware corruption, and simply wear out over time.

Is it safe to open my hard drive?

Standard hard drives that contain internal spinning platters require a cleanroom—a special static and dust-free environment that allows technicians to access components inside the drive housing. It is not safe to open a hard drive outside of a cleanroom and doing so allows dust particles to enter the mechanism.Even airborne microscopic particles can cause the drive to malfunction, and the read/write heads will damage the platter surfaces. This reduces the chances for your data to be recovered and makes future attempts by a professional data recovery company difficult to impossible. If your files are irreplaceable and no backup exists, call us immediately for help.

What is the hard drive “click of death”?

You may have come across the phrase "click of death” when searching the Internet for answers about your clicking hard drive. The term is frequently used to describe the repetitive clicking sound a hard drive makes when it is unable to access specific areas on the platters or because of firmware corruption. Originally, the phrase was used to describe issues that were specific to removable media produced and sold in the late 1990s. It was later adopted by owners of hard drives who experienced similar symptoms with their hard drives. The clicking sound itself is caused by the hard drive recalibrating as the read/write heads inside try to locate inaccessible data. In some situations, the problem is caused by the corruption of firmware, which contains programming data needed for the drive to function properly. In other cases, the problem is caused by damage to the hard drive platters, which is known as a "head crash.” In the latter case, discontinue the use of the drive as soon as possible and contact us for data recovery. Continuing to allow the hard drive to spin and click can cause irreparable damage and affect the outcome for potential data recovery.

When should I replace my hard drive?

Historically, hard drive manufacturers assigned a Mean Time Between Failure (MTBF) rating to their storage devices based on testing in a controlled environment with a number of continuously running drives. The MTBF was the manufacturer's best guess as to how long a hard drive could function properly before it needed to be replaced. More recently, manufacturers have begun using a different way to rank drive reliability known as the Annualized Failure Rate (AFR.) AFR provides an estimate of how likely a hard drive is to fail during a full year of use. Traditional hard drives—those which contain spinning hard disk platters are currently rated to last approximately three-five years. Because solid-state drives (SSDs) do not have moving parts, they may last longer, but it depends on how much they are used. Whenever you purchase a new hard drive, it's a good idea to review the specifications to identify its expected lifespan. Generally speaking, you should consider replacing your hard drive every three to five years, particularly if you are using your computer for tasks that require lots of drive usage such as video editing, audio production, graphic design, gaming, or high-end functions in a server environment.

Why does my hard drive make clicking sounds?

Mechanical hard drives that contain spinning platters make clicking (or ticking) sounds for different reasons. As part of normal functions, the drive will make clicking sounds whenever the computer or the external drive are switched on. You can even hear a recognizable rhythm to the sounds emanating from the drive when it first spins up. Beyond these perfectly normal sounds, a hard drive that clicks repeatedly can indicate a problem that could cause serious data loss. If your data is properly backed up, you can typically replace the drive with a new one and restore your data by transferring it to the new drive. However, if you find that your important files were not backed up, switch off the computer or the external drive as soon as possible and contact Ontrack for a free consultation.

Will putting a bad hard drive in the freezer make it work?

Unfortunately, placing a hard drive into a freezer will not bring it back to life. This piece of advice was valid for hard drives manufactured roughly between 1989-1995 and was identified as a way to solve a unique problem known as "stiction.” The word stiction is derived from the words "static” and "friction” and was used to describe an issue where the read/write heads stuck to the platters preventing the motor from spinning. In theory, placing a hard drive into a freezer was meant to help free the stuck heads through the contraction of the metal components. As many people discovered, this wasn't always successful. Today, modern hard drives are manufactured differently from those early days, and stiction is an infrequent problem. With the massive amount of information available on the internet, the old "freezer trick” tip lives on even though it has no affect on modern hard drives.

Are there any extra charges for an evaluation?

The entire evaluation process is free, and we target a four-hour turnaround for the initial report.

Can I put my heat damaged device in the fridge to cool it down?

How can I protect electronics from heat damage?

Circumstances of extreme heat may not always be preventable, so having a good response system should an incident occur is highly recommended. Keeping your devices out of direct sunlight and away from tight spaces with other electronic devices that may generate heat is also important. Remember, any source of heat can cause damage.

How does heat affect devices?

Heat has the ability to damage both the external and internal electronics of your device. The exact amount of damage depends on the intensity of the heat applied.

How much heat can a laptop withstand?

What should I do if my device has heat damage?

Can a brownout or power outage damage my hard drive?

It is unlikely that a power incident could cause physical damage to your hard drive. However, there are cases where platter damage can happen if a power outage occurs when the drive is actively writing to the disk.

Do surge protectors protect my electronic device against lightning?

While surge protectors offer an added measure of protection against lightning strikes, the only way to completely protect your device against damage caused by lightning strikes, power outages or power surges is to unplug them.

How can I prevent data loss during a brownout or power surge?

For business-critical data storage, we highly recommend installing an uninterruptible power source (UPS) to help prevent data loss during a power surge incident. Created as a continuous power supply system, a UPS administers emergency power to electronic devices when main sources of power fail or are interrupted. It also bears repeating that backing up your data is a must.

How can I protect my electronics during a power outage?

The only surefire way to prevent power surges from affecting your device is to completely remove it from its power source (i.e., unplugging it). Understandably, this measure may not be ideal in most cases. Therefore, making sure that all digital electronics are connected through high-quality surge protectors is the next best defense against an electrical power surge.

What happens when my electronic device is struck by lightning?

The damage sustained from lightning depends on whether the strike is direct or indirect. A direct lightning strike may cause significant structural damage and result in the device catching fire. Indirect lightning strikes occur when the energetic current from a strike point travels through the ground to a nearby device. While not nearly as severe as a direct lightning strike, indirect strikes can cause major damage to devices if that are not connected to a surge protector.

Can you recover deleted text messages?

It may be possible to recover deleted text messages and other files; however, devices using flash memory are efficient in permanent removal of deleted files. Additionally, all deleted files are eventually overwritten as new data is stored on the phone through normal use. Continuing to use the phone reduces the recoverability of deleted files

How does the mobile data recovery service work?

Situations that will require data recovery from a mobile device include system corruption, electronic failure, impact, fire, and liquid damage. Whatever problem you've experienced, Ontrack has the expertise to recover your critical files. To start the data recovery process, contact Ontrack to obtain an estimate and free evaluation: https://www.ontrack.com/contact-us/

I’ve forgotten my mobile phone passcode, can you help?

There are several technical options for unlocking a modern smartphone if you have forgotten the access code or it is no longer available after death, for example. Ontrack does not offer a service for unlocking modern blocked iPhone and Android smartphones due to forgotten access code or pattern.

Is rice a good solution for a wet phone?

If the data stored on your phone is essential, contact Ontrack as soon as possible. Liquid damage causes corrosion of the electronic components, which begins immediately. Rice can absorb some moisture, but it cannot remove all of it from inside the phone. Placing a phone in rice will delay the data recovery process and make it more difficult to recover the data.

Does Ontrack provide emergency NAS Recovery?

Emergency Service is available for all types of data loss, including from enterprise systems such as NAS, SAN, VMware, and ransomware attacks.

Can dropping my phone damage it?

While it may seem that dropping your iPhone or Android device may not be a big deal, there could be more to the damage than simply a cracked phone screen. The device may have suffered damage to its logic board or other internal components which could lead to data loss.

Can I recover data from a physically damaged hard drive?

If you suspect that your device has been physically damaged, the best option is to have it evaluated by a data recovery professional immediately, as DIY attempts to recover data from the hard drive may lead to worse damage.

How do I avoid physical damage?

Avoid physically damaging your devices by treating them with care, keeping them somewhere safe, and refraining from carrying them around unless absolutely necessary.

How does physical damage affect devices?

One of the most common effects of physical damage to your device is a hard drive head crash. When this occurs, your device's read/write head hits the platter inside the drive, causing damage to the platters and moving the head out of position. If your device has been dropped or physically damaged, be on the lookout for any whirring, clicking or popping noises - this is the sound of the read/write head trying to get back into position but hitting something in the way. The spinning parts in the hard drive can also fail, and if you drop your device, you may find that it isn't recognized when plugged into a laptop or desktop.

What is considered physical damage on phones?

Physical damage to a phone may include a cracked frame, missing keys or buttons, loose screws, a shattered or cracked screen or a discolored screen display.

What is the most reliable level of RAID?

Whether you are setting up a RAID to attach directly to a computer or connecting a NAS on a network, choosing a level of RAID depends on your requirements for performance and data safety. There are multiple levels of RAID, and each uses a specific method for data storage. Some of the most common RAID levels are: RAID 0 (striping) divides data into separate blocks that are distributed over your storage devices. It provides the fastest retrieval to your files because drive access time is reduced. You need a minimum of two drives to use RAID 0. RAID 1 (mirroring) creates an identical copy of all of your data onto another drive (or multiple drives). This helps protect the data should one of the drives fail, but you should always have a separate backup of your data in case both drives fail simultaneously—which does happen.RAID 5 (striping with parity) requires a minimum of 3 drives and offers one of the safest RAID levels. With RAID 5, data is distributed along with parity data, which adds redundancy allowing the RAID to be rebuilt when one of the drives fails.

Do all the member RAID drives are required to recover data from a RAID array?

To efficiently recover data from a RAID array you need all the member RAID drives. Besides, the drives should be in the proper sequence.

Are you able to recover data from RAID level 0?

RAID level 0 (striping) spreads blocks of data across multiple drives, which help increase performance. It offers speed, but of all the levels of RAID, it is the most susceptible to potential data loss. Because data is divided into segments and distributed across the drives when one device fails, all data could be lost. Fortunately, Ontrack has over 35 years of experience and has developed hundreds of custom software utilities to address the most challenging data recovery work.

Does a RAID array provide automatic backups?

RAID systems can be configured for use as a backup drive. Software running on a computer or server manages the backups, and files are copied to a RAID which is directly attached or connected to a network as a NAS device.Because RAID systems have more than one drive and use redundancy, there is a common belief that data is protected and doesn't require a secondary backup. But, while redundancy provides some safety against data loss, there is no protection if more than one drive fails.

What are the most common reasons for RAID data corruption or failure?

A RAID system can fail, and data becomes inaccessible due to:

RAID controller failure
Multiple RAID hard drive failures
Intermittent drive functionality resulting in RAID degradation
Accidental reformatting of drives or the entire RAID array
Failed rebuild or lost RAID array configuration
Immediate RAID server crash due to power issues
Application or software corruption

What is the difference between RAID and NAS?

RAID (Redundant Array of Independent Disks) contains multiple drives and attaches directly to a computer system. Used primarily for file storage, RAID is perfect for handling large files required by video editors and audio engineers. NAS (Network Attached Storage) is an appliance that connects via a network and provides file-sharing services. A NAS may contain multiple drives configured with RAID software, or simply contain a single drive.

What should I do if my RAID system crashes?

Hopefully, you have a backup of the RAID data, which would allow you to restore critical files quickly. If you don't have a backup here are some tips to help:

Test a rebuild when the RAID is functional to ensure you have it properly configured and the management software installed.
Review the RAID documentation and learn how to handle drive failures and rebuilds when you first install the system. If you read the documentation after a failure, you might be too stressed, which can lead to mistakes that can make the data unrecoverable.
If you don't have a clear understanding of how the device crashed or the hardware failed, call Ontrack for professional help.

Does recovering data from an SSD require a specialized environment like a cleanroom?

SSDs do not need to be opened inside a cleanroom. Unlike common hard drives that contain spinning platters sealed inside an enclosure, SSDs have no moving parts but are still susceptible to other types of failures.

Does using drive wiping software damage an SSD?

Typically, drive wiping software does not damage an SSD drive; however, it might cause the NAND flash cells to wear out faster.

What is the best way to recover an SSD?

Whenever attempting data recovery, it is important to be safe. Frequently, you only have one opportunity to recover the files before the device fails. When your data is critical, your best option is to contact Ontrack for free advice.If your data is not critical, and the SSD is working properly, try our EasyRecovery software. The download is free, and the program will allow you to recover files to a secondary drive.

What’s the next generation of SSDs looking like both speed and price?

As of this writing, QLC NAND is the newest and densest flash. We would expect to see this technology continue to drop in price and rise in capacities available.

How do data recovery experts circumvent TRIM?

TRIM does go and zero out the bits so shutting the drive down after an accidental deletion is critical. This will stop the process and hopefully retain most if not all of the data that was deleted.

How do I find old and deleted Veeam backups?

You can find old and deleted Veeam backups in the Veeam backup repository. Here you should pay attention to the settings and configurations of the repository retention.

How does Ontrack recover data from virtual machines stored in Veeam backups?

Our engineers, with 35 years of research, experience, and development in data recovery, have the knowledge and tools to recover your data. Ontrack experts can recover data from Veeam and virtual machines backed up with it, such as from VMware and Hyper-V. All necessary steps are taken to ensure data integrity and recover the data as quickly as possible.

How long does it take to restore Veeam backup data?

As a rule, Veeam VB &R should be able to restore your data without any problems. The duration of the recovery of Veeam backup data depends on the type and size of the backed-up data. This also has an impact on any data recovery. However, Ontrack will take all necessary steps to complete the recovery process as quickly as possible and make the data available to the customer.

Is it possible to repair corrupted incremental Veeam VIB files?

Yes, in many cases damaged Veeam VIB files can be repaired. For this purpose, special tools and techniques will be used at Ontrack.

My Veeam VBK backup files have been damaged (corrupted) due to a ransomware attack. Can Ontrack recover my data?

Ontrack has many years of data recovery expertise and has developed proprietary software to recover data from Veeam backup files. As a result, a significant amount of damaged Veeam jobs can be recovered, even in cases where malware has corrupted files. Our exclusive recovery methods address damaged VBK files and we can recover lost data from any type of storage media.

What are the main causes of Veeam Backup data corruption?

Hardware failures
Faulty backup-restore operations
Faulty incremental files and restore points
Cyber attacks
CRC errors
Faulty tape backups
Formatting errors with LTO tape backup backups

What are the options to repair the Veeam data stored in an iSCSI device?

To repair Veeam data in an iSCSI device, it is important to note that very often there could be damage to the underlying storage tier or hardware. A professional data recovery specialist will be happy to help you with a consultation and clarification.

What backup strategy should I choose?

A good backup strategy is the 3-2-1 rule: three copies of your data, two of them on different media and one copy at a different location.

What can I do if the Veeam backup data files have been deleted?

If your Veeam backup data has been deleted, you should immediately contact a data recovery service like Ontrack to check the possibility of data recovery.

Why should I use Ontrack to recover my data on damaged or corrupted backups rather than the manufacturer?

The response time of Ontrack is much more flexible and can be actively influenced by the customer, i.e. choosing standard express or emergency level service. In addition, as a manufacturer-independent problem solver, Ontrack is in a unique position to guarantee a holistic view of the data loss situation, taking advantage of additional solutions that are not available to manufacturers using their own on-board resources. Ontrack is more agile and flexible, often offering a solution where manufacturers cannot get any further.

How do you recover data from a virtual environment?

Engineers image drives and read raw data on the disk, determine what the configuration should be and then virtually rebuild the array and gain access to the storage. To do so, Ontrack has developed tools such as those that emulate the RAID controller and rebuild what is missing. The company has also developed a wealth of additional tools to accomplish such things as to prevent further writing of data onto volumes, address the complexities of virtualized files systems and more.

What are the most common virtual machine data loss problems?

Common problems with virtual machines include:

Re-formatted 'Datastore'
Corrupted virtual disk files
Corrupt VMFS Datastore volumes
Deleted virtual disk files
Deleted snapshots
Corrupted file systems
Traditional RAID and hardware failures

What options do I have to recover data from a virtual environment?

The good news is that there are a great many ways to recover some and, in many cases, all of the lost virtual data. The first point of entry is at the storage level. It can be possible in some cases to directly recover data from physical drives by taking an image of the drives and reading whatever raw data might be available on the disk. The next option is to attempt to recover data from the logical volumes (LUNs) or RAID. If the RAID controller is available, it can be used to track down the many slices of data spread across virtual disks. By determining what the configuration should be, engineers can virtually rebuild the array and gain access to the storage. If the RAID controller is corrupted, it may be necessary to emulate the RAID controller and rebuild what is missing. The next level up, with each representing a higher degree of recovery difficulty, is the host file system level. In VMware this would be VMFS and in Hyper-V, NTFS or ReFS. In many cases, data isn't available directly at the storage level. But if the right tools are used, recovery experts can trace data from the basic storage data blocks, map it to the host level and recompile it. If that process doesn't provide an adequate recovery, additional tools can be employed to extend further into the guest file system level. By investigating the virtual file system, data recovery specialists can sometimes find data that would otherwise be lost. Finally, it is possible to reach into the guest file level and access data lurking in application files such as SQL, Exchange, SharePoint, Oracle, Office files, ZIP files and more.

What tools are available to recover data from a virtual environment?

Ontrack's development team continually updates its tools for the latest virtualization platforms and storage environments. Thanks to its knowledge of the various storage media, operating systems and underlying storage architectures, Ontrack offers comprehensive services for data recovery, as well as follow up services for intelligent backup and data managementWith over 30 years of global experience in data management, data recovery, secure data erase, ediscovery and computer forensics, Ontrack has recovered virtualized data for thousands of enterprises.

Can you recover data from VMware Storage Snapshot backups or virtual machines infected by malware?

Many organisations rely on virtual machines in their data centres and implement backups through Veeam software products. Ontrack fully supports the recovery of VMware, vSphere, and Microsoft Hyper-V integrated with the Veeam environment.

Our virtual machine performance has degraded. Does this indicate a serious issue?

There are a number of reasons for virtual machines to slow down. While most are not related to a potential data loss you should proceed with caution and backup as soon as possible.

Follow these steps to resolve the performance issue:
Test the storage device for hardware issues and the file system for corruption.
Check the version of the virtual machine software on the host computer to ensure the latest version is installed.
Be sure that antivirus software is properly installed and updated regularly.
Check the virtual machine host software settings to ensure they set up properly.

What is the best way to backup a Virtual Machine?

If you store critical data on your virtual machine, be sure to include it in your backup routine. You may need to specify the location of the virtual machine files in your backup software to ensure they are part of scheduled backups. Always backup your data to a secondary storage device such as an external hard drive. Backup copies of files stored on the same hard drive where the active virtual machine is located risk data loss if the hard drive fails. For safety, make multiple backups and store them on a different local server/hard drive, in the cloud or on tape. Having additional backups will help you in the event of a data loss.

Can Ontrack recover corrupted virtual machines from a server?

Ontrack has performed thousands of successful data recoveries from servers hosting virtual machines. Our proprietary software tools allow us to complete successful data recoveries from nearly any virtual machine, server or system; including VMware®, Microsoft® Hyper-V®, Citrix®, Linux® XEN®, and Oracle® VM.

Can data be recovered from a water damaged phone?

Severity of water damage must be taken into consideration, however, in most cases, data (including photos, videos, text messages and voicemails) can be recovered from water damaged cell phones.

Can you retrieve data from my water damaged laptop?

The severity of damage must be assessed prior to providing a specific plan of data recovery from any device. However, if the device is presented to Ontrack in time, our engineers can successfully recover data from water damaged laptops.

Is there an additional cost associated with data recovery from my water damaged device?

Data recovery costs vary depending on the severity of each data loss incident. For more information, contact an Ontrack specialist to request a free data recovery quote.

What happens if data is not recoverable from my water damaged device?

If Ontrack is unable to recover data from your water damaged device, you will be charged a $20 return fee to have the unrecoverable media shipped back to you. Should you decide not to have the device shipped back to you, Ontrack can recycle it free of charge.

What kind of support does Ontrack offer while data is being recovered from my device?

While your water damaged device is in the hands of Ontrack's data recovery experts, you will be provided with status updates via your designated customer portal.

Can you recover a water-damaged hard drive?

When a drive is wet, time is critical. If not handled as quickly as possible, liquid of any kind can make the recovery of data from a hard drive challenging. Rust and corrosion buildup inside the hard drive housing starts almost immediately and can cause damage to the platters that store your data. We specialize in recovering data from water-damaged hard drives, mobile devices, laptops, and desktop computers. Over our many years in business, we've recovered data from hard drives that have been dropped in swimming pools and oceans, suffered liquid damage from coffee spills, floods, hurricanes, and even broken pipes. No matter how badly damaged your hard drive is, we can help. Following these steps can help improve the chances of a successful data recovery:• Contact Ontrack immediately for a free consultation.• Do not turn it on, doing so can make the problem worse. • Unplug the drive immediately.• Dry it with a towel.• Place it in a plastic bag.• Ship it to your nearest Ontrack location.

Do you see data recovery getting more cost-effective or more expensive because of the different variations of firmware?

We don't see a difference in the cost of the actual recovery, but there is a time cost. When we are familiar with the drive or firmware variation, we have better support for that drive. In cases when we are seeing new drives for the first time, it can take some time to perform research and development and work with the drive manufacturer to gain knowledge of the drive and the data layout.

If you overwrite the controllers with your firmware, how do you know where the data is randomly laid out or is that stored on the flash itself?

We are not overwriting the drives firmware but more sideloading a version of our custom firmware that then interfaces with the 'drive's firmware. This is used to apply low-level operations that are not typically supported without our firmware directly interfacing the firmware of the drive.

What is included in the free evaluation report?

The free evaluation report includes:

An assessment of the job, explaining the odds for successful recovery
A description of the challenges that Ontrack may encounter during the recovery

What will be included in the evaluation report?

Your free, no-obligation evaluation report will provide an estimate of how much of your data we expect to recover, how long we think the recovery will take, and how much it will cost. There are no hidden costs, and we aim to have the report with you within 4 hours.

How long does the data recovery service take?

Each data recovery is unique, and the completion time varies based on the complexity of the job. After the initial evaluation, we provide will you with an estimate of time for the completion of the service.

What information is included in the free evaluation report?

The free evaluation report provides you with an assessment of the job, including the potential for success, and also describes the possible challenges we might encounter.

How will my recovered data be returned to me?

Upon completion, your recovered data will be extracted onto an encrypted external drive and shipped to you.

Is there a charge for shipping?

No, Ontrack pays the cost of shipping to our facilities. For your convenience, we email you a prepaid shipping label to attach to your box. Simply drop it off with your local shipping office, or schedule a pickup at your location.

Do you provide RAID data recovery in Montreal?

Our Montreal data recovery team have many years of experience handling the most challenging RAID recoveries. They are proficient in all makes and models of data storage hardware and can recover data from any RAID configuration or data loss situation.

Do you offer quick data recovery in Montreal?

We understand that business or personal data can be critically important. We offer a range of service options for customers in Montreal, with recovery timeframes ranging from just 12 hours to 10 business days, depending on how quickly you need your data back.

How much does data recovery in Montreal cost?

Exact prices for data recovery services in Montreal can vary due to many factors including data loss scenario, your device type and how quickly you would like your data back. We provide a fast and free evaluation in the first stage of the process, after which you'll get a fixed, no-obligation price for the recovery work. There's no hidden costs and if we can't recover your data there will be no charge.

I need data recovery near me, can you help?

Absolutely. Our efficient, expert service is the perfect choice for data recovery in Montreal. If you are based in or around Montreal, our experts are ready and waiting to assist you.

Do you do emergency recovery?

Yes we have an emergency recovery option for Calgary customers. We have an emergeny evaluation cost of $550, and will work on the recovery 24/7 until completion. You can call us for more details and our experts will work with you to retrive your data in time.

Do you have a data recovery shop in Calgary?

Yes, we service customers in Calgary. Customers have the option of dropping off their device at our Calgary location. This location is a partner drop off point for Calgary customers. Your media will be packaged securely and sent express to our cleanroom where the work is completed. This is free of charge.

I need a mobile phone data recovery service near me, can you help?

Our Montreal data recovery experts can get lost data back from your smartphone, tablet or any other consumer device including digital cameras, USB sticks, SD cards and much more. We can collect your device from any location throughout Montreal at a date/time that is convenient to you, completely free of charge.

Can you fix the home button on an Apple iPhone?

If the home button is damaged, Ontrack can provide a replacement part during the screen repair. However, the fingerprint touch ID feature will no longer work because Ontrack does not have access to Apple's calibration machine.

Can you repair a water damaged phone?

Phones with water damage are not eligible for our repair service. If we receive a water-damaged phone for repair, we will contact you with a quote for data recovery services. You may choose to either have the phone returned or proceed with the data recovery service.

Do I have to provide the passcode to my mobile phone?

You must supply your phone's passcode to Ontrack so the screen or battery replacement service can be performed. Ontrack recommends that you change your passcode when the phone is returned to you.

Do I have to send my device to Ontrack?

Yes, we will need the device in order to provide the service.

Do you offer screen or battery replacement services for tablets?

Ontrack does not offer screen or battery replacement services for tablets or laptop computers.

Do you perform in-warranty repair work for Apple or Samsung phones?

Ontrack does not perform in-warranty repair work for Apple or Samsung, or phone carriers such as Verizon, AT &T, T-Mobile, or insurance plans they offer through Asurion.

How do I find my serial number and/or IMEI?

On newer iPhones, serial numbers and/or IMEIs are located on the "sim card” tray as noted below. If you remove the sim card/tray to locate the IMEI number - first power off the phone. After you record the IMEI number, please reinsert the sim card/tray back into the phone before shipping it. For iPhone 6 and below, the serial # is located on the lower portion on the back cover of the phone.
On Samsung phones, serial numbers and/or IMEIs on Samsung phones are often found under or below the battery if it has a removable battery. To locate, be sure the phone is powered off. Remove the back cover or battery cover. Gently lift up the phones battery and remove it from the main compartment. Locate the sticker that contains the devices Serial number and/or IMEI number. Record it and reassemble the device in reverse order. If you need assistance, please contact us.
To locate serial numbers and/or IMEIs on devices not listed here, please contact Ontrack.

iPhone (https://support.apple.com/en-us/HT204073) On the devices below, find the IMEI/MEID on the SIM tray:

iPhone XS
iPhone XS Max
iPhone X
iPhone 8
iPhone 8 Plus
iPhone 7
iPhone 7 Plus
iPhone 6s
iPhone 6s Plus 9023

On the devices below, find the IMEI/MEID (the MEID is the first 14 digits of the IMEI) on the back cover:

iPhone 6
iPhone 6 Plus
iPhone SE
iPhone 5s
iPhone 5c
iPhone 5

On the devices below, find the serial number and IMEI/MEID on the SIM tray:

iPhone 3G
iPhone 3GS
iPhone 4 (GSM model)
iPhone 4s 9

If you have an original iPhone, find the serial number and IMEI engraved on the back. iPad and iPod touch Find the serial number for your iPad Pro, iPad, or iPod touch on the back cover of the device. On an iPad (cellular model), you'll also find the IMEI. The MEID is the first 14 digits of the IMEI.

How do I find the model number of my iPhone?

If you're not sure which iPhone you own, check this guide from Apple to quickly identify your device. Most iPhones display the model number on the lower back area of the case, which begins with the letter "A". For iPhone 8 or later, remove the SIM card and check the tray.

How do I know my phone won’t incur more damage during the repair process?

Ontrack takes photos of every phone it receives before and after the repair is completed. We also run tests using 3rd party mobile diagnostics software on the phones after the repair is complete. We also include a copy of the diagnostic report with the phone when we return it to you.

How do I know the correct color of the replacement screen bezel for my phone?

To ensure the correct screen is ordered for every phone, the color of the bezel must be specified. For Apple, black or white are the only choices. The white bezel should be selected for silver, gold, rose gold and non-black colored phones.For Samsung, the screen bezel color depends on the model of the phone. Some older Samsung phones have screen-bezel assemblies that are specific to certain mobile service carriers, such as AT &T or Verizon.

How do I pay?

You can pay via Credit Card, Purchase Order, or Bank wire.

How long will it take to access my device

The turnaround time depends on the complexity of the passcode on the device. The shorter and less complex the passcode, the faster the turnaround time. · The amount of time can be as little as one week or as long as several months. Average turnaround time is approximately 30 days.

How long will my phone repair take?

Ontrack's goal is to provide a 24-hour turnaround time starting when the phone is first received.

How much does the service cost?

There is an initial $1,000 USD evaluation fee. Once we receive the device, we perform a comprehensive diagnosis to determine the condition of the device, confirm the issue(s), and evaluate if it is a candidate for the service. If the device is a candidate, an additional fee of $3,000 USD is required to unlock the device, and to perform the recovery, extraction, and backup of the data. We will send a payment link for the additional fee after the device has accessed. o If paying by PO, work will commence when we receive a PO for the full payment. · If the device is not a candidate for the service, we refund your $1,000 evaluation fee and return your device.

How should I ship my device?

Package the phone carefully to avoid damage in transit. Place the device in a like size box surrounded with at least two inches of bubble wrap, foam or similar packing material. We will email a pre-paid shipping label.

How will my device be returned to me?

Once Ontrack gains access to the device, we will do a full data copy (backup) typically to an external password protected USB hard drive or flash drive. The password to the external device will be sent to you via email. The mobile device will remain locked, but accessible using the passcode, which we will in a separate email. We will then overnight the mobile device and back up media to you.

Is there a warranty for the mobile repair services you provide?

Ontrack provides a 90-day warranty and guarantees parts to be defect-free. All the parts Ontrack uses are of the best quality and come from approved suppliers.Some repair work we perform may void the manufacturer's warranty. Ontrack is not liable if the customer chooses to proceed with a repair on a phone that is still covered by the manufacturer's warranty. Please see our full terms and conditions which are available here.

Should I keep my phone powered off?

Yes, please keep the device powered off.

What devices are currently covered with Ontrack Mobile Repair services?

Ontrack Mobile Repair services are only available for the specific phones listed on the Ontrack website and below:

Apple: iPhone X, iPhone 8 Plus, iPhone 8, iPhone 7 Plus, iPhone 7, iPhone 6s Plus, iPhone 6s, iPhone 6 Plus, iPhone 6, iPhone SE, iPhone 5s, iPhone 5c, iPhone 5.
Samsung: Galaxy S9 Plus, Galaxy S9, Galaxy S8 Plus, Galaxy S8 Active, Galaxy S8, Galaxy S7 Edge, Galaxy S7 Active, Galaxy S7, Galaxy S6 Edge Plus, Galaxy S6 Edge, Galaxy S6 Active, Galaxy S6.

Ontrack currently repairs only Apple and Samsung phones. However, data recovery services are available for all models and brands of phones.Ontrack is looking for repair partners to provide advanced repair work beyond screen and battery replacement. Contact us if you repair other brands of phones, and provide service to walk-in customers or onsite.

What disabled/inaccessible devices do you support as part of this service offering?

Apple Supported devices

Apple iPhone 4S, 5, 5c, 5S, 6, 6 Plus, 6S, 6S Plus, SE, 7, 7 Plus, 8, 8 Plus, X. XR, XS
Apple iPad 2, 3rd/4th Gen, iPad 5, iPad mini 1st Gen, 2, 3, 4, iPad Air, Air 2, iPad Pro
Apple iPod touch 5th/6th Gen
From iOS 5 to the latest version of iOS

Samsung Supported devices

Generally, most popular model Samsung phones are supported (please inquire about specific Samsung models that might not be generally available in the North American market place).

Other Supported devices

Other phone manufacturers that may be supported (please contact us to confirm support before shipping the device):
Alcatel
Google
Huawei
LG
Motorola
Xiaomi
ZTE
Other: Please contact us if you have a brand not listed above to confirm support before shipping the device

What happens if my phone has more damage than what is listed on the service request form?

If we receive your phone and identify damage beyond the screen/battery replacement, an Ontrack representative will contact you regarding the issues we found, share photos of the damage, and provide a diagnostic report if appropriate. If data on the phone is inaccessible, we can offer a quote for our data recovery service, and would not be able to complete the requested repair. If you already have a backup of your data, Ontrack will ship the phone back to you free of charge.

What happens if Ontrack discovers my data is inaccessible during the screen/battery replacement procedure?

If we find that your data is inaccessible during the screen/battery replacement procedure, we will contact you with a quote for data recovery services. You will have the option to proceed with the data recovery or decline the service and receive the phone back. However, if we have completed the screen or battery replacement, you would not be eligible for a refund for our repair work. Ontrack makes every attempt to ensure your data is safe and accessible during the initial inspection of the phone.

What if you can’t get into my device?

We don't' give up! As long as we deem the device compatible with our service, we will continue to make attempts until we determine the passcode or until you ask us to stop.

What services are provided by Ontrack Mobile Repair?

Ontrack Mobile Repair Services include screen and battery replacement.

Where is the mobile device repair work performed?

All the repair work is performed at Ontrack's lab in Eden Prairie, Minnesota.

Will the 3D Touch feature on an Apple iPhone still work after screen replacement?

The 3D Touch feature built into iPhone 6s and later should work after a screen replacement. However, Ontrack does not have access to Apple's calibration machine, and the 3D feature may not be calibrated to Apple's specifications.

How do I restore Microsoft Outlook emails with PowerControls software?

You can drag or copy and paste to restore a mailbox to a target PST root node or folder, or to a Microsoft Exchange Server root node, mailbox, or folder.

In the Source pane, copy a mailbox (for example, User 1).
In the Target pane, paste the mailbox into a folder, mailbox, PST root node, or Microsoft Exchange Server root node.
In the Copy Progress window, verify your results to make sure that your messages from all mailboxes were copied to the target destination.
In the Copy Progress window, click Close to return to the Ontrack PowerControls main window.
All unduplicated messages in a mailbox are restored and their directory structure is preserved. If the mailbox does not exist in the target destination, a folder with its name is created.

How do I retrieve emails from an Exchange Server with the PowerControls software?

Use Ontrack® PowerControls™ to connect to the Exchange Server as a Target.Click Find in Target, and then, in the Target pane, select the folder (for example, mailbox(es), Inbox) you want to search. The selected folder(s) define the scope of the search.In the Search for words box, enter one or more words or phrases if you want to execute a keyword search using Boolean syntax, for example ["dog” AND "cat” AND "mouse”] OR ["rat]. Use the Exclude words box to refine the search.Select where to search using Search In, and select one or more of the following checkboxes: Message Subject, Message Body, Attachment File Name(s), or Attachment Text.Ontrack PowerControls has the ability to search multiple levels of embedded message items. Select Attachment Text in the Select in the checkbox. For Date, select an action performed on the document (such as Received, Sent, or Due) and qualify with dates for After, Before, or both. To preview the message items returned by the search, click the Preview checkbox.Ontrack PowerControls has the ability to further refine the search by applying additional filter criteria to the search results. In the Results area, select the message items you want to export.On the Tools menu in the Find in Exchange Target window, click Export.On the Tools menu, click Export.On the toolbar, click the Export icon. Right-click the mailbox, folder, or public EDB root, and on the shortcut menu, click Export. The Export Mailbox or Export Folder window appears. In the Format box, select PST, MSG, or TXT. In the Export to File or Export to Folder box, do one of the following: If you selected the PST format, enter the name of the resulting PST file. If you are exporting a mailbox, the name of the PST file defaults to the name of the mailbox (which can be modified).If you selected the MSG or TXT format, enter the location of the exported mailbox, folder, or public EDB file. Select the Export Subfolders checkbox if you want to export all of the subfolders for the selected mailbox or folder. Filter by date range if desired. Click Export.

How do I extract and restore Microsoft Exchange from tape?

Use Ontrack PowerControls ExtractWizard to select the backup with the target Exchange database file (.edb), usually identified by Exchange Server and date. ExtractWizard supports all major backup formats. Select the .edb and extract to a target location on your network. Launch Ontrack PowerControls for Exchange and select the .edb as the source. Search across the entire .edb or within individual mailboxes, folders, attachments, and calendar items. With the advanced find functions of Ontrack PowerControls, it is easy to search by matching keywords, excluding keywords, dates, senders, subjects, and recipients. Select the items to be restored to the Exchange Server or exported for ediscovery.

How do I recover an email from Microsoft Exchange which is stored on a tape?

You can recover a single email from tape by using Ontrack PowerControls for Microsoft Exchange. To access a single email, you just have to import an existing Exchange database file (.edb) or Personal Storage file (.pst) into the software. By doing so, you now have full access to the emails inside the Exchange or Outlook database file. Then, you can easily find the email required by using the advanced search functions, selecting the item and copying and pasting the email to any location.

How do I restore emails from Microsoft Exchange?

Normally emails are stored deep within your backup software. The complete Microsoft Exchange mailbox server database file (.edb) is embedded within the backup software files. The .edb file contains all the mailboxes and their respective emails.In order to gain access to the emails, you must first restore the backup access the .edb file. Then you have two options:You make a brick-level backup with another physical Microsoft Exchange mailbox server to restore all or single emailsIf you prefer an easy and reliable way, you use Ontrack PowerControlsOntrack PowerControls is a specialised software package which allows you to easily extract the .edb file from its container format with its ExtractWizard and import it into the software. Soon after, you have full access to each and every email from the Microsoft Exchange mailbox server. Since Ontrack PowerControls maintains the integrity of the Exchange source files, it is the perfect tool to search, identify and export relevant data for ediscovery review or for compliance and regulatory requests.

How do I recover a deleted file in SharePoint using PowerControls?

The following instructions show you how to restore files or other individual items to a folder in a target server using Ontrack PowerControls for SharePoint: To restore items

In the Source pane or Find in Sources window, copy the item from the item list.
In the Target pane, paste the items into a folder or list in the target server.
Note: You can also drag an item from the Source pane to the Target pane.

In the Copy Progress window, verify that your items were successfully copied. You can also print or save the copy report by doing one of the following.• Click Print to print the copy report.• Click Save to save the copy report as a text file.In the Copy Progress window, click Close to return to the main window.Guidelines for Restoring Items

You can restore from the items list in the Source panel or the Find in Sources window.
Restoring individual items does not preserve the directory structure of the restored items.
"Pages” item types may switch their content type when restored; however, metadata is preserved. In this scenario, the content type becomes the default content type for the list. For example, the content type on the source would be "Welcome Page,” but after restoring, the content type would be "Page.”
When restoring an item with moderation status (or approval status) of "Pending”, the author and editor are updated to "System Account.”
When restoring items to Microsoft Office SharePoint Server 2010 and later, set the Content Approval to No in the Library (or List) Settings > Versioning setting for that particular list to avoid loss of version numbers and moderation status changes. Content Approval can be set to Yes after restoring.

Note: If you copy a site, list, folder, or item from the Source pane and paste it to any target destination, Ontrack PowerControls preserves the directory structure of all restored items.

How do I restore a list in SharePoint?

The following instructions show you how to restore a list to any target destination using Ontrack PowerControls for SharePoint:

In the Source pane, copy a list.
In the Target pane, paste the list into a site.
Note: You can also drag a list in the Source pane to the Target pane.
In the Copy Progress window, verify your results to make sure that your lists were copied to the target destination. You can also print or save the copy report by doing one of the following.
- Click Print to print the copy report.
- Click Save to save the copy report as a text file.
In the Copy Progress window, click Close to return to the main window.
Guidelines for Restoring a List
- When restoring a list that contains a lookup column that includes a field column that references a list that does not exist on the target:
  - For Microsoft Office SharePoint Server 2013, when browsing to the restored list, a "File Not Found” error appears. To correct, manually remove the lookup field reference columns from the restored list.
  - For Microsoft Office SharePoint Server 2016, the lookup field reference column will be empty.
- Note: When creating or editing a Lookup column, you can include a field column by selecting any of the "additional fields” columns associated with the lookup.
- Summary links columns do not function correctly after a list is restored if the target does not have the Workflows site collection feature activated. Attempting to edit any restored items displays an XSLT error. To resolve the issue, enable the Workflows site collection feature.
  - Note: Summary Links columns can only be added to Issue Tracking lists.
- For Microsoft Office SharePoint Server 2013, restored lists may be added to a site's quick links.

How do I restore a SharePoint site with PowerControls?

The following instructions show you how to restore a site to a target destination using Ontrack PowerControls for SharePoint:

In the Source pane, copy a site.
Paste the site into the desired location of the Target pane.
Note: You can also drag a site in the Source pane to the Target pane.
If the source site is pasted into the root node of a target, the Select Site Collection URL dialog box appears. Select the web application and site collection URL and enter the primary site collection administrator information to copy the site by doing the following:
In the Select a Web Application drop-down list, select the web application to be used as the target server.
In URL, view the web application URL label. This is the base URL where the new site collection will be located
In the Managed Path drop-down list, select the managed paths that reside in the target server for the selected Web Application. The contents of this list changes based on the Web Application selected. If you want to have a specific URL other than "/site/” for a site collection, you need to select a managed path.
If you select a managed path with Explicit Inclusion, a single Microsoft Office SharePoint Server site can be created for the given URL, so nothing more is required. If you select a managed path with Explicit Inclusion, the Site Name field will be disabled.
Note: This option may not be available if a site has already been created for
the given path.
Example: http://servername:portnumber/Sales
If you select a managed path with Wildcard Inclusion, you can create further site collections under the specified managed path. The Site Name field is enabled, and you can create the site name which is appended on the path URL. In this case you must specify a Site Name for the new site collection.
Example: http://servername:portnumber/Manufacturing/Group1 and http://servername:portnumber/Manufacturing/Group 2.
If the Site Name box is enabled, enter a site name for additional website addresses.
Note: The following characters cannot be used in the site name: " # % & * : < > ? /{ } ~. The site name also cannot start with an underscore character "_".
In the Authentication Mode drop-down list, select Windows Authentication or Forms Authentication.
In the Primary Site Collection Administrator box, enter the following depending on the mode of authentication you are using:
If you are using Windows Authentication, enter the domain and username of the user that will be the primary site collection administrator. This username must be in the DomainUsername format. Ontrack PowerControls will use this username to connect to the new site collection after it has been created.
If you are using Forms Authentication, enter the username of the user that will be the primary site collection administrator. Ontrack PowerControls will use this username to connect to the new site collection after it has been created.
In the Password: box, enter the password for the primary site collection administrator.
The username and password are validated for the primary site collection administrator, so the site collection will not be created until the correct password is supplied for the site collection administration.
Click OK. The source site is copied into the target site.
In the Copy Progress window, verify your results to ensure that your sites were copied to the target destination. You can also print or save the copy report by doing one of the following.Click Print to print the copy report.Click Save to save the copy report as a text file.
In the Copy Progress window, click Close to return to the main window.
Guidelines for Restoring a Site
- Site Quotas for parent-level sites will not be restored.
- For site and list permissions, if a matching group exists on the target, the site or list will use the target group's permission levels and users associated with that group. If the target group has different users or permissions levels than the source, the site or list will now use the target's permissions.
- Quick Links for sites that contain a Pages List (Publishing Site, Personalization Site, etc.) may appear differently after restoring a site. Once a page type document (Page, Article Page, Master Page, etc.) is checked into a pages site, a Quick Link is added. Since
- Ontrack PowerControls does not restore the checked-out state, items are assumed to be checked in. Therefore, additional Quick Links may appear after the site has been restored.
- When restoring a site collection from Microsoft Office SharePoint 2007 to Microsoft Office SharePoint 2013 with the 2010 Experience, the following site collections are blocked:
- Enterprise
  - Records Center
  - Site Directory
  - Report Center
  - Search Center with Tabs
  - My Site Host
- Publishing
  - Collaboration Portal
  - Publishing Portal
- When restoring a site with unique master page from Microsoft Office SharePoint 2007 to Microsoft Office SharePoint 2013 with the 2010 Experience, the default look and feel is applied. To restore the original master page look and feel, add the master page to the
- Master Page Gallery list and change the master page in Site Settings.
- Note: The master page should be prepared for Microsoft Office SharePoint Server 2013.
- Also, all files referenced in the master page file must exist on the target.

Restoring sites to a Microsoft Office SharePoint Server 2013 or later target may produce duplicate "Site Contents” links in the site's "Current Navigation” pane.

How do I restore folders in SharePoint?

The following instructions show you how to restore a folder to any target destination using Ontrack PowerControls for SharePoint:

To restore a folder
1. In the Source pane, copy a folder.
2. In the Target pane, paste the folder into a folder or list.
Note: You can also drag a folder from the Source pane to the Target pane.
3. In the Copy Progress window, verify your results to make sure your items from all folders were copied to the target destination. You can also print or save the copy report by doing one of the following.
- Click Print to print the copy report.
- Click Save to save the copy report as a text file.
4. In the Copy Progress window, click Close to return to the main window.
Guidelines for Restoring a Folder
- Folders may not have their created and/or modified date preserved when restored.
- The moderation status (or approval status) of a folder is not retained. The status of a folder that has been restored is always "Approved.”

I want to recover files from my main hard drive. What do I need to know?

Deleting a file marks the file as "free space." If something writes over that free space, it will destroy the files. If the files were on the main hard drive, then they may be overwritten very quickly. Operating systems write data to the main drive constantly, even though you won't see it. This data is written to log files, paging files, virtual memory/swap files and many other operations that take place without showing any activity. even worse, the operating system tends to consolidate the date toward the front of the drive, so newly-deleted files are usually the first to be overwritten, even if you have thousands of gigabytes of free space. For this reason, the only safe way to proceed is to power off the system immediately as soon as you realize there are files on the main drive that need recovery. Holding the power button in until the computer shuts off is best, because shutting down the normal way writes a huge amount of data to the main drive. The next step would either be to send the drive to us for us to recover, or remove the hard drive from the computer that it's in, and use a USB hard drive adapter to connect it to another computer so that you can perform do-it-yourself recovery.

In Ontrack® EasyRecovery™ for Windows after the scan, the files show sizes before recovery but are all recovered at 0 KB.

Please make sure you have the latest release of the software. Contact support@ontrack.com with your order reference number to obtain the latest release. If you already have the latest release, please contact support@ontrack.com with the details so that they can troubleshoot this and provide you with an accurate answer.

Ontrack® EasyRecovery™ for Windows doesn't show my drive.

In the Free and Home versions of Ontrack EasyRecovery, there isn't an option to scan drives that don't mount (drives that aren't viewable in the operating system with a drive letter.) The Professional and higher versions of Ontrack EasyRecovery have a "Can't Find Drive" option which can scan drives that won't mount in the operating system. Every version of Ontrack EasyRecovery has a free trial available which allows previewing files. NOTE: Ontrack EasyRecovery won't scan NAS (network attached storage) devices because data recovery processes require direct access to the hard drive, but network protocols have no provision for direct hardware access. Network data protocols don't allow Ontrack EasyRecovery to access the drive on a hardware level to see files that the operating system can't see. Therefore, Ontrack EasyRecovery can only scan through direct connections such as SATA and USB.

Why can't Ontrack® EasyRecovery™ recover files back to the original drive they're being recovered from?

Ontrack EasyRecovery can't control where the operating system puts the recovered data on the destination drive, so recovering back to the same drive would be likely to overwrite recoverable files, rendering them permanently unrecoverable. The most important rule of data recovery is not to allow anything to write data to the drive that needs to be recovered, until all possible recovery is completed and verified.

My Ontrack® EasyRecovery™ license activation code isn't working.

Here are some troubleshooting steps in case you'd like to try troubleshooting this on your own:

Make sure to copy and paste the code, making sure not to pick up a space on either end.
Make sure there's an active internet connection.
Temporarily turn off antivirus and firewall when activating the software.
Make sure you're trying to activate the same product you purchased (for example, a code for Ontrack EasyRecovery Photo Professional for Windows for Windows won't activate the trial of Ontrack EasyRecovery Professional for Windows.
Make sure you're entering the code in the right place. The icon shown here will take you to the right window:

If you'd like for us to troubleshoot the problem, then please send our support department a clear screen shot of the code being entered as well as the title bar in Ontrack EasyRecovery to support@ontrack.com so we can troubleshoot this. Here is a screenshot example. With this additional information, we can begin troubleshooting in order to be able to provide you with an accurate answer ASAP.

Why do I get a "Not Enough Space on Destination" message in Ontrack® EasyRecovery™ for Windows?

The amount of data that's selected to recover is shown in the bottom of the Ontrack EasyRecovery window, on the left side. You can click the check box on the top left (in this photo, it's immediately to the left of OSDisk (C:). Please make sure you haven't selected more than you have free space available on the destination drive.

I am using the trial version. How can I be sure Ontrack® EasyRecovery™ for Windows will recover my files?

Ontrack EasyRecovery might be able to find the names, sizes, dates and other information about your files, but this isn't a guarantee that those files can be recovered, therefore we built a preview feature so that you can see whether or not the files are recoverable.The Free, trial and full (paid) versions of EasyRecovery all allow you to preview files to make sure they're recoverable. To preview files, after EasyRecovery has completed the scan, in the EasyRecovery scan results please single-click the name of a file (not a folder) that's a known type such as a Word document, an Excel spreadsheet, a photo, a PDF file, or a video for example. If it's a document, PDF or photo, the file should display in the Preview window in EasyRecovery (which is right above the file list), and if it's a video, at least the first 30 seconds should play. Here's what a photo and an Excel spreadsheet would look like in the preview window. If it says "No Preview Available" then the file isn't recoverable by the software, but might be recoverable by our more powerful in-lab recovery service.

Why do I get a "No Files Found" message after scanning a hard drive or other data storage device with Ontrack® EasyRecovery™ for Windows?

If Ontrack EasyRecovery scans the drive and ends the scan displaying a message that says "No Files Found", please close Ontrack EasyRecovery, then right-click the Ontrack EasyRecovery icon, click "Run as Administrator" and scan the drive again. If the same message appears when running as Administrator, please contact support. support@ontrack.com

Can I reactivate the software if I replace my computer?

Yes, however, this can only be performed a limited number of times. Please email your serial number, describe the issue, and request license reactivation for another computer.

How do I purchase and activate the EasyRecovery software?

A license can be purchased directly on the Ontrack website. Once a purchase is made, you will be emailed a serial number. You will then need to open Ontrack EasyRecovery and under Step 1 select 'click here for activation code.' This will bring up a webpage where you simply enter in your serial number and fill out the required details. Your activation code will then be generated, which you then paste into the box in Step 2. Click 'Activate Now,' and your product will be activated for 365 days.

How does licensing of the EasyRecovery software work?

All Ontrack EasyRecovery licenses last for 365 days from the first activation, and you can perform an unlimited number of recoveries during this time. The software is compatible with Windows and Mac devices, and each license is assigned to one workstation.

I have completed a scan, will I lose the results if I close the EasyRecovery program?

Yes. To prevent this from occurring, do not quit the program. If you have obtained your scan results and would like to activate the software to retrieve the files, simply click the 'License activation' icon on the top toolbar and follow the activation process.

I have downloaded and installed the software, what do I do next?

Launch the Ontrack EasyRecovery program and select 'Run as Evaluation' to start the software as a free trial. Select your media type, data volume, and the type of scan you would like to perform depending on your scenario. Depending on the amount of data on your device, the scan could take a few minutes to a few hours to complete. Once completed, a file listing report is displayed, detailing all of the files EasyRecovery has found.

What does the free trial allow me to do?

The free trial of Ontrack EasyRecovery will allow you to perform a scan of the affected device and, if successful, view a file listing report before committing to a purchase. To test or save files, a full license must be purchased.

What types of files can Ontrack EasyRecovery recover?

Ontrack EasyRecovery recovers any file whether it has been deleted from the command line, from within an application, the file system, or removed from the recycle bin. Ontrack EasyRecovery also recovers formatted or lost drives and drives with logical file system damage. It recovers a wide range of file types including documents, spreadsheets, photos, video, audio and much more.

My hard drive is physically damaged. Can this software recover my photos from it?

If your hard drive is physically damaged, contact us at Ontrack for in-lab data recovery services. The services team will be able to recover photos from the damaged hard drive. For more information, you can submit your drive for a free data recovery evaluation at https://www.ontrack.com/services/data-recovery/quote/ or contact at any of our global locations listed here: https://www.ontrack.com/contact-us/.

Do I need all the member RAID drives for performing data recovery from a RAID array?

In order to perform RAID Recovery, the software requires all your member RAID drives. You also need to specify the proper sequencing of these drives for a successful recovery.

Do I need the RAID controller card to recover data from the RAID drives?

No, there is no need to use the RAID controller card while recovering data from the problematic RAID Drives using RAID recovery software by Ontrack.

Does Ontrack EasyRecovery Technician for Mac support RAID data recovery?

Ontrack EasyRecovery Technician for Mac does not support data recovery from RAID arrays. The Ontrack EasyRecovery Toolkit supports data recovery from Windows and Mac drives, but it must run on a Windows machine.

Is it possible to recover data from a reformatted RAID 5 volume?

Most of the time, data is recoverable after reformatting a RAID 5 volume, depending upon the way you in which it is reformatted. In the Windows operating system data is still recoverable if we reformat and create an empty volume. The original data still exists on the drive in the 'Free and Available' space. However, when a low-level format, is performed by the RAID controller utility it completely wipes every single block on a drive overwriting any data in the free space. A low-level format is slower than a high-level format.

My RAID array has been severely corrupted and is unable to rebuild. Can I recover data from the array using the Ontrack EasyRecovery Technician software?

Yes, the software is able to recover data from such a condition. There are many situations when two or more RAID drives can become logically corrupt and the normal rebuild operation fails. Ontrack EasyRecovery Technician software is specially designed for instances of severe RAID array corruption and efficiently recovers all the data from the drives.

What should I do if the software fails to create a likely RAID reconstruction candidate and no volume is found?

If the software fails to create a likely RAID reconstruction candidate, use the 'Create Virtual Drive' option which allows you to use the virtual RAID drive to perform raw recovery, and search for the lost volumes in it.

Does Ontrack EasyRecovery recover data from my damaged NAS?

Yes, if the NAS is based on RAID 0, 5, or 6, then the software can recover your data. You just need to specify the parameters, and if you don't know them, then you can use the 'Don't Know start sector of drives' feature.

How does Ontrack ensure the security of my data during the Remote Data Recovery service?

Your data's security is assured thanks to Ontrack's proprietary communication protocol, encrypted packets, and secure Ontrack facilities. Remote Data Recovery protects customer data over an RDR connection in four ways:

Direct connection to the RDR server: The client software uses a direct TCP connection from the customer's machine to the Ontrack RDR server. RDR does not use a 3rd party hosting product.
Encryption: The communication link uses 256-bit encryption on all packets.
Proprietary protocol: The RDR communication uses a proprietary protocol, not HTTP or any other standard protocol.
No customer data is transferred over the connection: The RDR connection is only used by our engineer to remotely control Ontrack utilities directly on the customer's machine. Screen updates and keyboard packets are sent across the connection, but actual customer data files are not. Instead, the Ontrack engineer only controls tools to repair file system structures and make the data accessible to the customer.

How does Remote Data Recovery work?

Ontrack Remote Data Recovery (RDR) consists of three main components:

Communications client: The user initiates a connection to an Ontrack RDR Server using specially designed client software. The RDR Client software currently works with Microsoft Windows versions XP / 2003 and up. The drive(s) to be recovered do not need to be from a Windows system.
RDR servers: Locations around the world to facilitate fast and secure connections.
RDR workstation: Used by Ontrack engineers to remotely control our tools on your machine and recover your valuable data.

The process begins when the customer downloads the appropriate client version of the RDR software and installs it on the server, desktop, or laptop that will be used for the recovery. Next, the Ontrack client software connects as an outgoing TCP/IP connection on port 80 (the WWW port) from the customer's location to the Ontrack server, creating a tunnel or point-to-point connection through the internet. Since the connection is outgoing on port 80, it can connect through most firewalls without any issues.

How does your service protect sensitive personal data?

Your data's security is assured thanks to Ontrack's proprietary communication protocol, encrypted packets and secure Ontrack facilities. Remote Data Recovery protects customer data over an RDR connection four ways:

Direct connection to the RDR server
Encryption
Proprietary protocol
No customer data is transferred over the connection

How much does it cost to recovery data remotely?

Every data recovery scenario is unique. Ontrack provides free consultations and no-obligation quotes to help determine the scope of the data recovery.

If the drive does not appear up in Windows, can you recover it remotely?

In the majority of the cases, we can access a drive that is not showing up in Windows Explorer because we access the drive at a sector level rather than at an OS level. Partition or structure problems can cause a drive not to show up in Windows Explorer, even though it is available to us at a sector level.

What are the advantages of using RDR?

There are many advantages to using RDR such as:

Available 24 hours a day, 7 days a week from anywhere in the world.
Recover data in as little as one hour.
Eliminates time in transit making RDR the fastest, most convenient solution available.
Your data's security is assured. Ontrack's security features help protect systems and data throughout the entire recovery process.
Ensures the best possible results and the highest quality recovery in an efficient and convenient manner.

What is RDR™?

RDR™ ist eine Abkürzung für Remote Data Recovery™. RDR ist eine patentierte Technologie von Ontrack, die es unseren Ingenieuren ermöglicht, eine Datenwiederherstellung in Laborqualität direkt auf Ihrem Server, Desktop oder Laptop über eine Internetverbindung durchzuführen. Die einzige Voraussetzung ist, dass das Speichergerät funktionsfähig ist.

What types of systems and media can you recover with RDR?

Remote Data Recovery technology works for all types of recoveries on all kinds of systems where your hardware is functioning normally (not failing or damaged). One exception is that RDR can often still be used if there is a failing drive or two on Raid systems.

How will my recovered data be organized?

Our goal is to restore your files to as close to their original folder structure as possible. However, there are some cases where irreparable damage to the media or directory prevents us from delivering a perfect file structure. In these situations, we organize your recovered files by their file type such as spreadsheets, word processing, presentations, etc.

Can I use the Remote Data Recovery service if I have a proxy server or firewall?

Yes, in most cases, the connection can be made without any changes to the firewall or proxy settings. The Ontrack client software uses a proprietary protocol for communication but also has the option of encapsulating the encrypted Ontrack packets inside HTTP packets to get through most firewalls.

Do you offer emergency remote recovery?

Yes. Call our team of remote recovery experts using the phone listed above, or use the form below to begin your emegency recovery.

Does it take a long time to establish a connection to the RDR server?

No. Many customers get connected in less than 10 minutes. Once connected, the RDR engineer takes over, freeing the customer to work on other projects.

What types of server file systems can you recover from?

There are virtually no limitations to Ontrack's server data recovery capabilities as we continually develop proprietary software to recover data from popular and specialized file systems such as NetApp® WAFL, Microsoft® ReFS, VMware VMFS5, Btrfs, and many others.If we don't currently support a particular file, our development team stands ready to create just-in-time solutions for enterprise customers worldwide.

Are servers difficult to recover?

Server data recovery can be very challenging and the difficulty level changes dramatically depending on the configuration. Here are the key factors that affect the difficulty of the recovery effort:

Number and size of drives
RAID Configuration
Logical volume management
Operating System and File System
Virtualization
Encryption
De-Duplication and Compression

Most servers contain multiple drives that use some form of a RAID configuration where data is fragmented across multiple drives to allow for redundancy and/or increased performance. Depending on the manufacturer and the server's purpose, the system may include Solid State drives or Helium drives in their server RAID configurations, which can further increase complexity especially in cases with multiple drives failures. Another data recovery challenge is that server manufacturers can use proprietary operating systems and file systems to enhance server for specific tasks. Proprietary files systems may require development of custom software tools to assemble and extract the data, which will increase time and difficulty. It is also common for servers to host virtualized environments such as VMware and Hyper-V, and these add yet another level of complexity to the data recovery process.

Do servers with data redundancy need a backup?

The short answer is yes. Depending on the RAID configuration, data redundancy can prevent server systems from failing but this is not a replacement for a backup system and a proper data storage and preservation strategy. Data redundancy allows RAID servers to keep working during drive failure events but it will not protect against catastrophic failures such as power failure, multiple failing drives, natural disasters or user error. Unlike backups, data redundancy does not provide a thorough enough solution to handle issues such as virus infections, and it cannot help if there are mechanical failures or other hardware issues that require a data recovery company.

Do we need to ship the server to an Ontrack office for data recovery?

Every server data recovery situation is unique, and whether the drives need to be shipped will depend on the particular data loss. We offer several options for server data recovery, including In-Lab, On-Site, and Remote Data Recovery.

Does a NAS device require backups?

Yes, Network Attached Storage (NAS) devices (also known as appliances, network drives, or personal cloud drives) are comprised of one or more drives and have the same limitations that servers do. NASs offer multiple functions including redundancy to protect data as well as data sharing capability. A built-in CPU inside the NAS devices make it appear as standalone server ready to use by individuals or groups. As a standalone server, NAS devices can be used to implement network backups for multiple devices connected over a network. The only limitation is storage capacity, which can be remedied by upgrading to larger capacity drives as needed. While this is convenient, a NAS device should also have its own independent backup to easily restore critical data due to hardware failure, virus infection, or physical damage. NAS drives are more prone to catastrophic failures because they are being used in non-IT typical environments, and by non-IT experienced staff.

Can you recover corrupted virtual machine files from a server?

Since 2008, Ontrack has performed thousands of successful data recoveries from virtual machines. Our proprietary software tools allow us to complete successful data recoveries from nearly any virtual machine, server or system; including VMware®, Microsoft® Hyper-V®, Citrix®, Linux® XEN®, and Oracle® VM.

Are there different methods of extracting data from traditional NAND and 3D Optane type chips?

There are controller-based recoveries and chip off recoveries. We prefer controller-based recoveries where we extract the data through the controller chip. This is a much quicker and reliable way of recovering the data.

I want to change from NetWorker to another system. What should I do if problems occur?

NetWorker is one of the most advanced backup storage solutions on the market. As with other solutions, the migration of an existing NetWorker system to another product is extremely problematic.The best approach to such a project is to get access to the data stored inside NetWorker with the built-in recovery function. In doing so, the compressed NetWorker files will be extracted to another storage space from where you can import the data into the new system. Normally, it is nearly impossible to import the metadata managed by NetWorker into the new hardware and backup solution. In most cases, you have to build the metadata of the new system from scratch and import the content into the appropriate folders or archives. Furthermore, NetWorker has a lot of features integrated into the system which makes it - if problems arise during the migration process - difficult to recover the backup.Whether the NetWorker backup system is based upon tapes or hard disks, or a combination of both, the integration of deduplication and virtualisation of backup files when recovering a NetWorker backup is a complicated task. Only specialised professionals can - if a backup is damaged - recover the backup and rescue the data inside. In such a case, we review the accessible data and search for references, which lead to the original structure of the underlying and compressed data files, whether they were stored in virtual machines or deduplicated for faster use and file size reduction.

How can I migrate my current Atempo Time Navigator, CA ARCserve or HP Data Protector to CommVault without any issues?

Achieving a successful migration of Time Navigator, CA ARCserve, or Data Protector backups or archives is a difficult task. Currently, there are no tools on the market that serve as an interpreter for the structure and/or the data to import them into a new CommVault system. Since the flagship CommVault product, Simpana, is specially designed as an archive storage solution, it would be wise to develop a detailed backup plan for the whole enterprise before establishing a unique Simpana archive structure. The migration is carried out the usual way, by creating or restoring an existing backup out of the current Time Navigator, CA ARCserve or HP Data Protector software solution and importing the data into the new CommVault solution.If you experience problems or if you just don't have the resources or time to perform this timely and costly project, you can contact our backup migration experts at Ontrack.

How can I migrate my current NetBackup or NetWorker backups to TSM?

You could import old NetBackup or NetWorker tapes to build a recent catalog, then either restore the data so you can access the content stored on tapes and disks and import it into Tivoli. Beforehand, you have to build the system from scratch, deploying all the policy domains, jobs, and structures. You can also try one of the special software solutions that are on the market, which can import NetBackup or NetWorker backups without the need for restoration. However, if this connector software doesn't work properly and the import fails, you will have even more problems.If the original data structure - both the files inside the backup and the NetBackup or NetWorker policies, schedules and other solution data - is damaged by the process, it is hard to carry out a restore to the original state to begin the project again, or to make a traditional restore and import into TSM. In this case, our experts can both recover the lost data and migrate your old NetBackup or NetWorker system to TSM.

How can I migrate my current TSM, NetBackup or NetWorker to CommVault without any issues?

In contrast to other backup storage software solutions, CommVault offers an easy way to migrate from other products. Its External Data Connector enables future or new clients of its current Simpana backup software to import the metadata which is stored inside a backup as well as details which are required regarding the current TSM, NetBackup or NetWorker storage structure, such as client information, policy details, job information, policy schedules, and tape inventories. With this information available, IT professionals then can translate the old clients to Simpana clients, deploy the client hardware and inherit the defined policies from the old TSM, NetBackup or NetWorker system.In the unlikely event that migration doesn't work because of hardware or software failures, this can result in problems that even a talented IT administrator cannot solve by themselves. Broken tape library linkage or tape catalog files make it hard even for experts to recover the original structure of the entire backup system and the attached tape library. If a migration from TSM, NetBackup or NetWorker backup to CommVault stops midway through, then you can find yourself in deep trouble. In most cases, our experts can recover the data lost during the failed process and they can complete the migration.

How do I carry out a backup software migration?

Changing or migrating your current backup software to a new backup software solution or product is not an easy task. You might say that executing some backup software commands that start a general restore from tapes to server can cause no problems. However, many of our clients have told us that the application always crashed doing when trying to do it. The backup software usually tries to recover files, entire servers and databases extremely fast, but it does not support a process of switching to different backup software.Currently, there is only one product on the market that can help you migrate from TSM and NetBackup. However, for other backup software solutions there are no such applications available. Therefore, you have to do your migration job the traditional way: extract all the data stored in your current backup solution to an appropriate storage space; build the new backup system (both hardware and software) from scratch, create the archive architecture and import the new backup system. Additionally, all necessary clients, policy details and schedules, and tape inventories and catalogues have to be generated.A task this bit can become overwhelming, even for an IT department in a large corporation, as it is very time-consuming. You should consider contacting a specialist tape migration service provider - make sure they have experience in successfully completing several migration projects for all kinds of enterprises, regardless of industry or size.

How do I carry out a successful migration of my existing CommVault data to Atempo Time Navigator, CA ARCserve or HP Data Protector without any issues?

Performing a migration from CommVault to Time Navigator, CA ARCserve, or Data Protector is usually done the traditional way. You restore or create the backup of your existing data inside your current CommVault software and then import the extracted data into your new solution. This is both a timely and costly process as you have to create the whole new backup or archive system from scratch with all policy domains, jobs, and structures included. Additionally, you have to change or apply the paths to the existing or new hardware such as a server, disk, and tape storage devices or drives as well as the whole tape library.Since there is no "converter" extension software for easy exports and imports from one system to the other - you must either do it yourself or get help from a tape migration service provider, such as Ontrack. Since we offer standardized workflow migrations for CommVault to/from other backup software solutions like Time Navigator, CA ARCserve, Data Protector, TSM, NetBackup, and others, we can prove to be both cost and time-effective as a support service. We can manage the process, so you can be sure that the data which is migrated is unchanged as we comply with the strictest rules and regulations for evidence handling, as well as for audits and compliance.

How do I migrate backups from CommVault to TSM, NetWorker or NetBackup without any issues?

There is no easy way to migrate backups from CommVault to TSM, NetWorker or NetBackup. The most common solution to migrate your backups from CommVault - whether it is one of the older software packages or the new Simpana release - is to use your existing CommVault to restore your data to a new location and recreate a backup using TSM, NetBackup or NetWorker. Even though there are some software solutions on the market that offer to "translate" the CommVault metadata to TSM, NetWorker or NetBackup, it is a timely and costly process. And, if the process fails when using one of these software tools, it is possible to damage or lose valuable data or CommVault settings.In addition, CommVault - like all other backup software solutions - uses a special data format, which compresses the data stored in the backup. When the data structure is destroyed, it is a difficult task to recover the backup structure as well as the data. It is like finding a needle in a haystack. In this case, it is wise to get advice from experts before the start of the migration project. Not only can they recover the data lost during a bad migration, but they can also provide the whole migration process as a service.

How do I perform a perfect migration from my existing TSM backup files to NetWorker without any issues?

It is a difficult task to perform a migration from TSM to NetWorker. Any migration here will cause you sleepless nights. That is because several precautions have to be taken into account.Since TSM is the bigger solution and its backup data is different, there is no internal or external software that can help you with migration. You have to create or have a backup ready and extract the data using the restore function. You also have to import the content into the NetWorker solution. Additionally, you have to build the NetWorker software architecture from scratch for your specific environment and backup tasks. TSM makes a backup of the data from its nodes to the storage groups and then migrates the data to tape(s), whereas NetWorker stores the data only in the nodes. Also, NetWorker can store data directly to tape while TSM also saves its data on server storage first and transfers it into the tape library later. This all has to be taken into account when you set up the new NetWorker architecture design, lay out policies and schedule backup jobs.In the case that your migration project is time-sensitive, the experts from Ontrack can help you in the process of extracting the data out of TSM, search and read of the tape catalog and library lists so that you can extract only the important data that you require, check the data integrity, as well as other tape and migration-related services. We can also provide the entire process of migrating your existing TSM environment to NetWorker as a service.

I want to migrate from an existing CommVault backup solution to another product. What should I keep in mind to make the migration as smooth as possible?

Migrating data from an existing CommVault backup solution to another system will normally be done the traditional way. You need to access or create a full back up with the CommVault system and retrieve all the data which are stored inside the managed tape library. When you have restored all of the data and archives onto another storage space (usually on disks from your local SAN/NAS), you have to build the new backup system (both hardware and backup software) from scratch, create the archive structure and import the data into the new backup system. Additionally, all necessary clients, policy details and schedules as well as tape inventories and catalogues have to be generated.If you consider changing to a new system, some hardware and backup solution providers offer specialist migration services which, in some cases, will result in a significant part of the total migration cost. When migrating your existing CommVault system to a new solution, we use standardised processes to successfully migrate existing backup and legacy archive systems to new environments without changing the integrity of the stored data and archive structure.

I want to replace my old hardware and my current NetBackup version with the newer ones. What do I need to keep in mind to make the migration process as smooth as possible?

While normal transitions from old to new hardware and/or from an old NetBackup release to a newer one are not easy, any experienced IT administrator with several years of experience can complete this project.On the other hand, some migration projects can be really challenging. For example, when you want to switch from your current Windows platform to UNIX, you are definitively on your own! Since Symantec does not provide support on NetBackup migration projects, you will be making the transition at your own risk.If you have a large storage system containing lots of different tapes and hard disks as well as virtual backups, even a tiny mistake in the migration process can result in the worst-case scenario, namely causing the whole storage system to fail. Also, performing updates or applying patches on the backup software in use can cause serious problems. If such a situation arises, chances are that not only will valuable data be lost, but also information that is necessary for the whole system to run.Whether you want to replace your hardware and your NetBackup version or you have already damaged your system trying to migrate, you can contact our tape specialists for help.

I want to switch from Tivoli Storage Manager (TSM) to another system. What should I keep in mind to keep the transition as smooth as possible?

In order to make the migration process from TSM to another product as smooth as possible, you have to keep several aspects in mind. Firstly, you have to "unpack" your specific data out of your current backup to another storage place so you can access it. To accomplish this, you can use the tools provided by the TSM.If you only want the original data, you just extract and export it out of TSM.If you want to import the whole library and metadata with the data stored inside into the new system, you will have severe problems as there are no products on the market which will copy the TSM metadata in a new system. Hopefully, your tapes are not damaged nor have corrupt data, if your only backup is stored on tape.If this is the case, or even if you want to perform a "simple" migration, you can contact us. We can recover lost data out from a tape storage system, and we can also help with the difficult task of migrating a TSM system to a new hardware environment. Having carried out this task for many tape clients, recovering data and migrating from TSM has never been easier.

I need to migrate backup tapes. What are the considerations when doing this?

If you are thinking about migrating all of your current tape libraries to one consolidated tape platform, get help from the experts at Ontrack. They can advise you about the steps that are required before carrying out this process.

How are custodian extractions and restores performed from tape?

Extractions and restores for investigations and legal cases are normally performed the same way as normal extractions and restores. The content of the tapes is restored either by a full or a brick-level backup (to get access to the tapes content) or by using Ontrack PowerControls for Exchange or Ontrack PowerControls for SharePoint. Using this specialised tool, you can completely eliminate a brick-level backup for single item restore. Additionally, Ontrack PowerControls provides the ability to search, collect and extract the data stored inside a backup without changing the original data source.For further investigation and legal purposes, Ontrack Legal Technology and Computer Forensic experts offer a wide range of services for every possible legal- and compliance-related situations. They provide standardised and unique processes ranging from data identification, data preservation, data collection as well as data analysis and data processing in order to gain complete insight and more control over digital document evidence.

How do I extract and restore user data from tape?

This depends on the case.If you try to access user data, which was originally stored inside a SharePoint server and then backed up on tape, you could use Ontrack PowerControls for SharePoint. With this specialised tool, all user data which is stored on SharePoint can be recovered as easily as emails, mailboxes and Exchange server databases.If you can access your SharePoint server databases by extracting them with your backup software, just load them into Ontrack PowerControls for SharePoint and search for the material required.If the user data is not stored inside a SharePoint environment and the backup software will not show any results, you should consult the experts at Ontrack. They have the necessary tools to both access the lost tape catalogue as well as recover any data that might needed from the tapes.

How do I perform a mailbox extraction from tape?

Import either an existing Microsoft Exchange database file (.edb) or an existing Personal Storage file (.pst) into Ontrack PowerControls for Exchange. After importing it, you can select the desired mailbox and search for single emails that are required, perhaps for review or legal purposes. Since no changes are made to the original data, using Ontrack PowerControls for Exchange is the perfect tool for use in legal disputes.

How do I restore a tape backup?

First of all, it is important to note that backup tapes were created for business continuity purposes. Therefore, planning for a backup restoration is advised so that, should you ever need the data for litigation or regulation purposes, the data is easily accessible and your business can meet the necessary legal and compliance requirements. In most cases, you take the tape backup software that your enterprise uses to carry out restores. You can either choose a full backup restore or a brick-level restore to gain access on single items. Since the brick-level backup restore demands a second server and takes a long time to complete, it is an expensive and complicated method. With Ontrack PowerControls for Exchange and Ontrack PowerControls for SharePoint, there is no longer a need to set up a second server. You can easily restore single storage items simply by using your existing full backup. With ExtractWizard, you can extract the Exchange database (.edb) containing the mailboxes or the SQL files containing .mdf, .ndf and .ldf files from the original backup format within seconds.

How to extract emails out of a .pst file from tape?

This is quite simple. You just import the .pst file into Ontrack PowerControls and extract the required emails. By using the target, you can select multiple single emails and collect them in any order that suits your needs. You can either copy and paste your selected emails and save them as a text file or assemble them and save them again as a .pst file for further use.If you do not have an original .pst file on tape, you can also restore the single mailbox via an .edb file with Ontrack PowerControls, select the appropriate single mailbox, search for the important emails, arrange and save them as a new .pst file or as single text files.

What is the difference between a legally compliant tape restore and a normal tape restore?

Since tape content is sensitive to legal compliance and, in some cases, to legal prosecution, it is absolutely essential that the material is original. No additions or changes to the content and its metadata are allowed to be made by the backup or restoration software in use. With this in mind, only specialised software can be used to avoid inadvertent damage to evidence.Even though it is possible to restore the tape content with your standard tape backup software, it is wise to use a forensically-sound email and content management tool, like Ontrack PowerControls. It allows IT personnel to meet all critical requests from the legal department and other external enquiries. Ontrack PowerControls software can also help administrators search, recover, restore and export data efficiently in Microsoft Exchange Server and/or Microsoft SharePoint Server environments.

How do I extract a mailbox from a tape?

By extracting the mailbox from an existing backup file, you can then access either the .edb or the .pst file for multiple or single mailboxes. After the extraction, you have full access to all emails stored inside the mailbox(es) and can search, collect or save both the content as well as the attached data in whatever way you want. Before you can make use of Ontrack PowerControls for Exchange, you have to extract your .edb file using your current backup software.

How do I extract and .edb file from tape?

Even though it could be possible to access and extract an existing Exchange database file (.edb) directly from tape, it is neither common nor advisable since most IT professionals store their entire Microsoft Exchange server in a backup solution, which is then saved into a different format. Modern tape storage systems usually store their information on several different tapes. Accessing the entire contents of an .edb file can therefore result in a time consuming process.The standard procedure of an .edb extraction is basically to copy the .edb file onto a different storage device - usually a disk - and then extract its content using Ontrack PowerControls for Exchange.

How can I speed up my tape restoration time?

You can use backup inventory and catalogue files. However, it is worth noting that tape restoration time should not be underestimated and forward planning is always advised to prevent disruption to your business. In order to reduce time and money spent, it is worth knowing the structure (order, sessions and tape sets) of the backup tapes. With the possibility to create inventories and catalogue files by the backup software, a good deal of time can be saved when performing a backup extraction. Since these two files contain all the necessary information for the restore process, accessing them will dramatically speed up the backup process. Since not every source and tape storage location has to be checked over and over again, the restore just relies on the information provided and will therefore be much faster.

I need to convert my tapes to another format. What do I need to consider?

Let the specialists at Ontrack take care of the job for you. We have established processes for every kind of tape-related service, and provide cost and time-effective conversion.

Is Ransom Encrypted data lost?

Ransomware encrypted data is not always lost. Ontrack has a wealth of self-developed tools and work processes to recover data affected by cyber-attacks from corporate IT infrastructures without paying a ransom.

Can Ontrack recover from a server infected with ransomware?

Ontrack's investment in the development of specialized software allows us to recover data from ransomware-encrypted systems, virtual machines, backup files, tapes, and other storage media.Ransomware incidents vary on the type of payload, and data recovery can be complex. Ontrack provides the best possible solutions for data recovery success.

Our virtual machine is infected with ransomware. Can Ontrack help?

Ontrack has invested in the continued development of proprietary software to recover data from ransomware-infected storage systems, virtual machines, backup files, tapes, and other storage media.Ransomware incidents vary on the type of payload, and data recovery can be complex. Ontrack provides the best possible solutions for data recovery success.

How are ransomware attacks performed?

The extension hardly distinguishes itself from the other malicious programs: for example, manipulated websites, a link from a spam email or an existing message about a social network and embedding them in a system. In many cases, the perpetrators send standard looking emails that contain about delivery or collection debt. In truth, the attached file does not contain any relevant information, except the damage code. From there the attackers start their work. The Lockheed Martin Cyber Kill Chain® framework illustrates what the adversaries must complete to achieve their objective. MITRE ATT&CK® is a globally accessible knowledge base of adversary tactics and techniques based on real-world observations.

How does ransomware spread, and do you get infected by ransomware?

(Spear) Phishing mail The most common delivery system for ransomware is a phishing email that includes an attachment or a link. For individual machines when the user opens the attachment or clicks the link, the ransomware runs a program that locks the system, and displays a demand for payment. When this happens, the only way to decrypt the data is through a mathematical key only known by the attacker. There have also been cases where malware will display a message claiming that the user's 'Windows' is locked. The user is then encouraged to call a "Microsoft" phone number and enter a six-digit code to reactivate the system. The message alleges that the phone call is free, but this is not true. While on the phone calling the fake 'Microsoft', the user racks up long-distance call charges. Infected Webpages and Malvertising/Adware Infected URLs are commonly used to distribute ransomware. Clicking on one of these links, whether through an email or an unverified website, can automatically trigger a ransomware download to your hard drive, also known as a “drive-by download.” Just visiting the site without even downloading anything can lead to a ransomware attack. Remote access points (RDP) Ann increasing number of attacks are gaining access to a company that has open and exposed remote access points, such as RDP and virtual network computing (VNC). RDP credentials can be brute-forced, obtained from password leaks, or simply purchased in underground markets. Where past ransomware criminals would set up a command and control environment for the ransomware and decryption keys, most criminals now approach victims with ransom notes that include an anonymous email service address, allowing bad actors to remain better hidden. For more sophisticated attacks this is just the start of a series of events as described in the Lockheed Martin Cyber Kill Chain® framework and MITRE ATT&CK® knowledge base.

How does ransomware work?

Ransomware is malware that blocks the operating system or entire server or encrypts existing data. The perpetrators are squeezing their victims by making clear that the data has only been released and made available after a ransom payment. Other ransomware variants focus on wiping or Data-Stealing exfiltration.

How much does ransomware cost an organization?

There is a big difference between an opportunistic ransomware- attack and a targeted attack. An opportunistic attack attempts to infect a significant number of victims and usually a few hundred or a few thousand is demanded. The amount is deliberately low so that paying ransom is the fastest and cheapest option to get back to normal with your IT systems. In the case of a targeted, carefully prepared attack by malicious parties, the ransom can run as high as millions. (NCSC)

What does ransomware mean?

The word ransom comes from English and means 'a sum of money demanded or paid for the release of a captive' and ransomware is therefore also called extortion software. In many cases, experts also speak of encryption trojans, since the extortion is based on the fact that the data is inextricably coded and inaccessible to the user. Ransomware fights itself into the system and the user usually notices in shock and contagious panic that its system is no longer accessible. Over time new tactics emerged combines data encryption with data theft (double extortion) and adding performing a distributed denial-of-service (DDoS) attack (triple extortion). Other variants are Locker ransomware that just locks the computer without encryption or Wiper with objective to permanently destroy access to data.

What is ransomware?

Ransomware is a type of malware that encrypts or otherwise locks users out of their files. When users try to access their data, they receive a notice demanding the payment of a ransom to regain its use. Around since the 1980s, the last decade has seen various ransomware trojans crop up, but the real opportunity for attackers has ramped up since the introduction of Bitcoin. This cryptocurrency allows attackers to collect money from their victims without going through traditional channels.

Who's behind the ransomware cash claim?

Those who stand behind ransomware attacks are usually very scammers with experience in computer programming. Often, ransomware infects your computer via an email attachment, a network, or an infected website. The threat actors range from highly organized cybercriminal groups, sometimes Nation-state actors to individuals using increasingly available easy to use hacking tools.

Should We Pay Ransom?

The short answer is never pay the ransom, but the longer answer is much more complicated. Apart from keeping the cybercrime ecosystem alive. There are cases of victims paying the ransom demanded and not receiving their data back in return. Rather than running this risk, companies should exhaust all other options. Do not forget to check with data recovery experts who may be able to regain access to data by, for example, reverse-engineering the malware.

What can be done to protect backups from ransomware attacks?

Ontrack advises that organisations: Implement a backup and recovery plan for all critical data using the 3-2-1-1-0 strategy: 3 - Retain a minimum of three copies of data, 2 - Store data on two different types of media, 1 - Secure one copy of your backups off-site, 1 - Store at least 1 of the copies offline (air gap), 0 : Be sure to have verified backups without errors. Test backups regularly to ensure proper configuration, which will limit the impact of a data breach and accelerate the recovery process. Implement copy-on-write file systems (NetApp WAFL - Linux ZFS) or WORM features in NAS systems or appliances. Patch critical operating systems and antivirus, security, and backup software as soon as possible. Establish ongoing cyber security training for users and admins to identify phishing emails.

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