Data Recovery · LanCologne

What should you do if a restore from a cloud backup fails?

A cloud backup is only as good as its restore process. In practice, the restore process often fails due to lost encryption passwords, expired accounts, incomplete backups, versioning limits, or simply because of the volume of data and bandwidth constraints.

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Technical background

Many backup solutions use client-side encryption; without the key selected during set-up, even the provider cannot help. Other services merely synchronise data (e.g. folder synchronisation) – deleted or encrypted files are then also transferred to the cloud. Local cache or staging areas within the backup software may contain older versions.

What you should – and shouldn’t – do now

  • Check with the provider to find out which versions and retention periods apply before they expire.
  • Don’t reinstall local storage devices and old computers – they are often the better source.
  • Do not start any further synchronisation runs that could overwrite the old data.

Here’s how we do it

  • To clarify which data sources exist in addition to the cloud.
  • Backing up local storage media and analysing cache, staging or archive files generated by the backup software.
  • Recovery of deleted data from the original storage media, where it has not yet been overwritten.

Borders

  • Backups encrypted on the client side cannot be read without the key.
  • Versions deleted from the cloud once the retention period has expired are no longer available from the provider; we have no access to the provider’s infrastructure.

Possible results

Data recovered from local sources, or a clear statement as to which source is still usable.

How we carry out data recovery

Every data storage device is first diagnosed in our own laboratory in Cologne; the diagnosis is free of charge. You will then receive a written quote and can decide whether to accept it. If you decline, you can collect the data storage device from the laboratory by appointment – there are no postage costs involved – or we will post it back to you; in which case postage and packaging costs may apply. Data is recovered from copies, not from the original – using professional data recovery hardware such as the PC-3000. If a drive needs to be opened, this is carried out on a HEPA H14-filtered clean bench. We do not offer a guarantee of success prior to diagnosis, as this is simply not possible in a professional context. Your storage device and your data will remain confidential and will not be passed on to third parties.

1Enquiries and submission by post or in person at the laboratory by prior appointment
2Free diagnosis of the cause of the damage
3Written quotation – we will only proceed once you have approved it; if you decline, you may collect the item from the laboratory or we will return it to you (postage and packaging costs may apply)
4Recovery, data verification and confidential handover

Request a diagnosis   Find out more about the process, costs and confidentiality →

Frequently Asked Questions

Is synchronisation the same as a backup?+
No. Sync also transfers deletions and encryption. A backup retains independent versions.
Can LanCologne access my cloud account directly?+
Only at your request and using your login details or exports. We do not circumvent any provider protection measures.
What if the backup password is missing?+
In that case, a client-side encrypted backup cannot be decrypted. Local originals may be an alternative.

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