Steelgate Support Wizard

Are you backing up an exchange server or SQL server?

The temporary File Directory for the exchange store and SQL databases is located on the Home Tab / Settings / Default Settings / Advanced Options. Please ensure that this directory has as much space as the size of your store and / or databases. Alternatively, you can move that directory to another location which cannot be the same as the temporary folder found on Device tab / XSP Device or Steelgate Device / Advanced.

Can I backup open and locked files with the cloud backup software?

Yes. Steelgate Cloud Backup automatically allows the backup of open files including SQL Server and Exchange using the shadow copy method. If this option is disabled, files that are opened during the backup may not be backed up correctly. 

This is only available on Windows XP and Windows 2003, and will only backup open files on local NTFS formatted drives.

Can I send you my initial backup on a USB storage device?

Yes.  The best procedure is to 
  1. Open to the software and go to the device tab
  2. Open the xSP or Steelgate device
  3. Click on the staging tab and check the box that says "Write the backup to the staging folder"
  4. Select your USB destination for initial backup
  5. Save and run your backup
  6. Send us the USB and we will copy the data for you, and send you your USB back to you

How do I eliminate extra backup patches/versions?

Extra versions will get deleted automatically. For example, if you had a retention time of 4 weeks and you switch it to 3 weeks, it will take one week to be adjusted to the new level. If you have a retention time of 6 months and you change it to 1 month, it will take 5 months to lower to its level (provided you had 6 months of patches). 

If you wish to reduce your time immediately, you must go to the delete tab and delete the file from the server, which deletes all versions associated with it.

What files should you select?

Since your entire hard drive is likely to be much larger than the amount of storage you have purchased on the backup server, you should be selective in the files that you choose for backup. In general, you can avoid backing up any programs that you can reinstall from a purchased CD, such as Microsoft Office (Word, Excel, etc.). Why pay for storage for "stuff" you can easily re-install? Try to focus your selection on things like your "My Documents", "My Pictures" or "My Music" folders and data files of your important programs like accounting, income tax, contact management, etc. Your cloud backup software comes with predefined filters, which allow you to automatically select categories of files without knowing where all the files are located. Check the online help for Filters to learn how they can be used.

What is a FastBIT backup?

The FastBIT™ patching process is the core technology behind this revolutionary program. The patching process involves the comparison of two different versions of the same file and extracting the differences between the files. When the differences are extracted from the two files, they are saved into a new file and compressed into what is known as a Patch. The patch file is often 85% to 99.9% smaller than the file which the patch was extracted from originally.

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What is the best practice for backing up and protecting my data?

What follows are our basic suggestions for best practices surrounding data back up and recovery with Steelgate software.


  • Use offsite backup with critical data to help avoid a single point of failure.
  • Select only critical information to back up offline to minimize the amount of data being transferred, and increase overall performance.
  • (xSP) To enable FastBIT transfers for a file, that file must have at least 2 copies previously backed up on the server.
  • (xSP) To enhance FastBIT, make sure the Work directory has free disk space totaling at least 3x the total amount of data you want to transfer.


  • Create a rotation schedule as opposed to running each backup manually to increase the stability and performance of your backups.
  • Schedule weekly Full Backups and daily Incremental Backups to maximize your rotation’s efficiency.
  • Use more than one device for your backups, ideally alternating between devices regularly to avoid a single point of failure.
  • Schedule jobs to run after office hours to ensure that all information is current and that the software will not interfere with normal procedures while it runs.


  • Stop any non-essential services when running a restore to increases overall stability during the restore.
  • Ensure that the hardware configuration has not changed, or is as similar as possible to the configuration when the data was backed up.
  • The “Restore File to Alternate Location” setting allows you to restore files without overwriting existing information.


  • Logging Options can be found under Settings > Notification.
  • Set logging to Summary (default) unless you are troubleshooting an issue with backing up/restoring.
  • Email logs to monitor your backup jobs remotely.

What is the Personal Recovery CD?

The Personal Recovery CD is a service that offers copies all of your data from our servers onto CD(s). This allows you to restore the archive of your data from a CD without requiring an Internet connection. This is great for keeping long-term archives of your data or restoring large amounts of data without connecting over a slow Internet connection.

To request a CD (or DVD) copy of your data, Log In to your account and click "Request DVD".