Ahsay Restore File Prompts for Encryption Key

We have come across a couple users who were unable to restore files from Ahsay because they were continuously prompted for an Encryption Key.

This issue occurs when a user changes the Ahsay user password from the original password.

When a user is created Ahsay hashes their password as the file encryption key. Using the encryption key, Ahsay then hashes with a salt any data backed up. When a user goes to restore a file from Ahsay the agent will automatically try to decrypt the data with the current user hashed password, which if changed from the original causes the agent to prompt the user for the encryption key.

If you are unable to restore a file you can contact our support team as we may have the original key on file in the account history however this is not guaranteed.

If a user wants to use a custom password for the encryption key they must configure the custom encryption key BEFORE backing up any data. If a user changes the encryption key after data has been backed up then the original backed up data will be inaccessible without the previous encryption password.

Travis Sheldon
VP, Network Operations, ExchangeDefender
(877) 546-0316 x757
travis@ownwebnow.com