Help! --

We understand what it is like to have a system crisis and not know where to begin to solve the problem. That is why we make it a point to be here for our customers when they need help.

If you are having a problem or don't know what to do next, call our support hotline at (970) 372-5002 or email support@redpawz.com and we will help!

Sales and Customer Service

If you need help with any order or order support issue, you can always contact our sales department via email at sales@redpawz.com or call us toll free (866) RED-PAWZ or (970) 372-5002. If you have purchased your BackupBox from our online store, you can go directly to our online customer support at Online Customer Support.

If you have questions about your order or need help, click here to login to your Red Paw Customer Service Center.

Product returns and repairs

If you have a unit that requires repairs or to track a repair or upgrade, please call our RMA support line at:

• USA/Canada tollfree at (866) RED-PAWZ
• (970) 372-1264 extention 100 for RMA or upgrade support.

Installation Issues

The Mobile and Personal BackupBox products use a USB 1.1 or 2.0 Microsoft Windows 2000 or later interface. Most installation problems have to do with USB interface issues. Before calling our support hotline, here are a couple of things you can try:

1. Check to be sure you are running Microsoft Windows 2000 or later
2. Check to insure your computer's BIOS are up-to-date. You normally will do this by getting online to your computer manufacturer's website, going to downloads, and check for BIOS or SYSTEM BIOS updates (this is something you should do every few months anyway)
3. Make sure your USB cable is connected snugly at both ends. If you are using a Mobile BackupBox, the data part of the cable is the USB connector with two wires and it must be connected. If you are having communications problems with a Mobile BackupBox, you may need to use both plugs on the computer side for extra power. Lastly, make sure you only use powered USB hubs for the Mobile BackupBox units -- they get their power from the USB port and hubs often do not have adequate power
4. If you have tried all of the above steps and still do not hear the 'bleep-bleep' sound from Windows, try plugging the unit into another computer (if you have one available)

By this time you are probably frustrated, so just give us a call and we will help! Support can be reached anytime between 9 AM and 5 PM Mountain time at (970) 372-5002.

Backup Issues

The BackupBox has three modes of operation: (1) Normal,Idle-time processing, (2) Backup Now! processing, and (3) Backup Now! and Shutdown processing.

Your BackupBox will automatically begin a new backup saveset or begin a disk diagnostic scan when your computer becomes idle. The default idle time is 3 minutes of time when your keyboard and mouse are unchanged. You can watch this process by double-clicking on the Red Paw icon and watching the BackupBox Manager lower-right status box.

You should see a complete backup refresh at least once every two days. If your computer is turned off or suspended, the backup will not happen, so you should use the "Backup Now! and Shutdown" option.

If you have any concerns or questions regarding Backup Issues, please call our support hotline at (970) 372 5002 or email support at support@redpawz.com.

Restore Issues

The BackupBox restore process is very simple and straight-forward, but when you are not sure what is going on, upport hotline at (970) 372 5002 or email support at support@redpawz.com.

The key steps in any BackupBox restore are:

1. Make sure your new hard disk is installed correctly if you are replacing your disk -- call support if you need help
2. Make sure your BackupBox is plugged in to your computer before you restart it and boot from our Recovery CD
3. Boot from our Recovery CD. This may require you changing your BIOS startup order or pressing a key (often F12) during startup. If you have trouble, call or email.
4. You will see the Red Paw boot up screen and it will immediately go to the BackupBox Restore process. If your BackupBox is recognized, it will report your backup saveset size and unit number.
5. You should confirm that the drive is OK to restore and then let it start. BE AWARE THAT THIS IS A NON-RECOVERABLE PROCESS. If you have any doubts, call us to confer!

There is a wide range of problems that can occur like an incorrectly installed disk, a cable not plugged in, and so on. At this point, if you are uncertain of what you need to do, please do not hesitate to call us and we will go through the process with you.