Lightsafe Support

Search the Lightsafe knowledge base for setup, restore and troubleshooting guidance. If you cannot find what you need, submit a question here or email support@lightsafe.io.

Go to the signup page and complete the registration form. After submitting your details, you will receive an email to verify your account before continuing to the dashboard.

After verification, sign in to your dashboard to begin setting up profiles, billing and machines.

To set up your subscription log in to your dashboard

Click Subscribe to open the secure Stripe payment page. After adding your payment details, you will be returned to the dashboard where you can create profiles and download the Lightsafe agent.

  1. Choose a clear profile name 
  2. Select the backup region closest to the machines you want to protect

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  1. Open the required Profile from the Lightsafe dashboard

  2. Record the Profile authentication username and password shown under the Profile
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  3. Download and run the Lightsafe installer on the machine you want to protect
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  4. When the Lightsafe agent opens, enter the profile authentication details from step 2
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  5. Click Generate to create an encryption key, then store that key securely before clicking Apply
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    Important: Lightsafe does not store encryption keys. Keep the key securely recorded. If a key is lost, recovery may be possible only from a live agent on the backup host with local administrator access and an active Lightsafe account.

  6. Return to the dashboard and configure the machine backup settings
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  1. From the dashboard, open the profile and select the machine you want to edit
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  2. Click Edit Machine Settings, then click Update Machine after making changes
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  3. Select files and folders to protect
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  4. Select Hyper-V workloads to protect, where required
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  5. Configure any pre-backup or post-backup commands, where neededd
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  6. Enable local backup to USB, NAS or another local destination if required
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  1. From your destination machine if you don’t already have the Lightsafe client installed you will need to do this firstly. You will also need the Username and Password from the Profile on your dashboard as well as the encryption key when you first setup the machine.
  2. Right click on the Lightsafe Icon from your System Tray and choose Restore
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  1. Select Restore from Cloud
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  1. Enter the Username and Password from the Profile on your Lightsafe Dashboard. The encryption key is the one used when you first setup the machine. Please note that customers control their own keys and Lightsafe staff cannot access them.  So keep a copy safe - and test your restores often!
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  1. Choose the machine from the profile you wish to restore from
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  1. Choose the Backup version to restore
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  1. Choose the file, files or folder you wish to restore.
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  1. On completion
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  1. From your destination machine if you don’t already have the Lightsafe client installed you will need to do this firstly. You will need the encryption key from when you first setup the machine needing restored and the local backup container.
  2. Right click on the Lightsafe Icon from your System Tray and choose Restore
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  1. Select Restore from Local
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  1. Select the backup container
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  1. Enter the encryption key.  This is the one used when the machine was first set up.  Customers control their own keys and Lightsafe staff cannot access them.  So keep a copy safe - and test your restores often!
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  1. Choose the Backup version to restore
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  1. Choose the file, files or folder you wish to restore.
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  1. On completion
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To upgrade an agent:

C:\LightsafeBackupSetup.exe /exenoui /qn /norestart

 

To deploy a new agent preconfigured:

C:\ LightsafeBackupSetup.exe /exenoui /qn /norestart LSUSERNAME=<profile_username> LSPASSWORD=<profile_password> LSENCRYPTIONKEY=<secret_encryption_key>

The Lightsafe Platform is never exposed to your encryption keys and so we cannot assist in the event of loss. This is an important tenet underpinning our security protocols and means we cannot access any of your data.  Ever. 

So it's critical for you to keep a record of your own encryption keys.  You should be using them to test-restore your data on a regular basis anyhow, as part of your disaster-recovery plan.  And also for peace-of-mind.

If you do lose an encryption key however, it may be possible for you to recover it from the Lightsafe Agent - providing you have a live Lightsafe account and local administrative access to the host machine.  If that's your scenario, get in touch.