EMC Insignia FAQ

Product purchase & order management

Step-by-step guide to your EMC Insignia order, including information on purchasing your software, receiving license codes, and tracking shipments

Licensing

Answers to common product licensing questions

Support offerings

Details about support options for your EMC Insignia products

Miscellaneous

Answers to common questions about EMC Insignia products

Retrospect Express

Answers to common questions about Retrospect Express Edition

Product purchase & order management

I placed my order, but haven't received my product yet. How can I track my order?

If you purchased an electronic download and license code, you will receive an e-mail with a link to download the software, as well as the license key to use the product. If you have not received the e-mail, please check your spam or junk mail. Your e-mail program may have filtered the e-mail from your inbox.

You can contact the EMC Insignia Customer Service department to assist you:

North America / International
Phone: 1.800.225.4880 / +33(0)1 4695 8780
E-mail: Customer Service / International Customer Service

If you have ordered a Media Kit or boxed product that is being shipped to you, please note that it may take 7-10 business days to reach you via standard shipping. You can call or e-mail the Customer Service department for further information regarding the shipping of your product.

If you purchased either an electronic download and license code, or a physical product from a local reseller, please contact your reseller regarding order tracking.

I ordered the CD and Users Guide, but there is no license code in the package. Where is it?

If your CD and Users Guide came shrink wrapped by itself, it is likely that you ordered the Media Kit, which is documentation and a CD with the software on it. There is no license code included with this product.

Who do I contact for EMC Insignia product quotes?

The EMC Insignia Inside Sales Representative can assist you in getting a quote through your local reseller.
North America / EMEA / PacRim
E-mail: EMC Insignia Sales / EMC Insignia Sales Europe / EMC Insignia Sales Asia

Do I have to pay sales tax or VAT?

We charge applicable sales tax and VAT for orders shipped where applicable sales tax applies. Sales tax and VAT are automatically computed on both product(s) and shipping costs.

Tax exemption

We will gladly credit sales tax for government institutions for purchases made on the web store. Please send a copy of your tax-exemption form with an address matching your order's billing or shipping address to our fax number at: 925-948-9099. Please include a copy of your receipt or your order number.

How do receive a copy of my invoice?

We will gladly provide a copy of your invoice for orders purchased either on our online store or direct from EMC Insignia Sales. Please e-mail your request to Customer Service Representative or call 1.800.225.4880 and a Customer Service Representative will assist you.

Still need help? Contact EMC Customer Service.

Licensing

To view a product-specific licensing FAQ, select a product from the dropdown list.

Product Registration

What are the benefits of registering my EMC Insignia products?

By registering your EMC Insignia products, you can take advantage of expert technical support (as outlined in your user documentation), new product announcements, special offers, and early notification of product upgrades.

Registering Your EMC Insignia Product

Visit the Product Registration Web page to register your EMC Insignia product.

Support offerings

What is Annual Support and Maintenance?

Annual Support and Maintenance (ASM) is one year of unlimited support from EMC Insignia technical experts who will assist with installation, usage, and/or upgrade of the product purchased via telephone and e-mail, during normal business hours. Also included are free upgrades to any new version of the product purchased within the year covered by the ASM Agreement.

Where can I get pricing information for an Annual Support and Maintenance agreement?

You can obtain pricing and purchasing information through your local reseller and on our Web Store. Pricing information is also available in North America by calling 877.222.5870 or e-mailing your EMC Insignia Support sales at emcinsignia_supportsales@emc.com. Outside North America, please e-mail EMC Insignia International sales at emcinsignia_eurosales@emc.com.

What kind of documentation do I receive when I purchase?

You will receive an ASM information packet which contains your coverage information, including your agreement number and instructions on how to contact Technical Support.

How do I renew my agreement?

Annual Support and Maintenance (ASM) can be renewed through your local reseller and on our Web Store. You can obtain renewal information in North America by calling 877.222.5870 or e-mailing your EMC Insignia Support sales at emcinsignia_supportsales@emc.com. Outside North America, please e-mail EMC Insignia International sales at emcinsignia_eurosales@emc.com.

Who can I talk to with questions regarding an Annual Support and Maintenance agreement?

If you have questions about your Annual Support and Maintenance Agreement, please contact EMC Insignia Support Sales in North America at 877.222.5870 or e-mail emcinsignia_supportsales@emc.com. Outside North America, please contact EMC Insignia International sales at emcinsignia_eurosales@emc.com.

Can I get extended support hours?

Extended support is available for an additional charge. The extended hours give technical assistance coverage for the products purchased with an Annual Support and Maintenance agreement. The coverage is 24x5. Weekends (4:00 PM Friday - 4:00 PM Sunday Pacific Time) and U.S. observed holidays are excluded.

Is there a contract covering my agreement?

It is an electronic agreement and can be accessed on our Web site. The link to review the agreement is included in your Welcome Letter. You can review the terms now by going to the following page, click here.

What are an Incidents and Service Requests?

An incident is defined as the service event starting from the initial customer call until closure or resolution of the problem or issue.

Who do I contact to open a Service Request?

To have a Service Request opened and get put in contact with a Technical Support Representative, contact Customer Support at 866-362-1111. A Customer Support Representative will determine eligibility and process the Service Request.

When you contact EMC Insignia Customer Support, a representative will record basic information about the problem you are facing and assign you a Service Request, which is essentially a tracking number for your specific issue. You will then be transferred to a Technical Support Specialist who will work with you to solve the problem.

How do I purchase a Single-Incident Service Request?

Single-Incident Service Requests are available by contacting Customer Support at 866-362-1111 or by ordering via our Web site.

Is there online support?

The EMC Insignia Web site offers many free support services, including a community-based discussion forum; a constantly updated, searchable Knowledgebase; new Retrospect tutorials; and the Retro-Talk mailing list. You may search the Knowledgebase or Retrospect Backup Forum for tips, tricks and hints to help get the most out of Retrospect. These resources can also help you pin-point and solve problems, or better understand how Retrospect works.

Is there support while I am evaluating a trial version?

Customers evaluating the software will receive free support for the term of the product evaluation. They will be provided with a Service Request number, which will have the same expiration date as the evaluation product.

How can I find out about support offerings for EMC Insignia?

For a detailed explanation, visit the Support Offerings Web page.

Still need help?

In North America, e-mail EMC Insignia Support Sales at emcinsignia_supportsales@emc.com. Outside North America, please e-mail EMC Insignia Support Sales at emcinsignia_eurosales@emc.com.

Miscellaneous

Pre and post sales

How do I determine my eligibility for purchasing an upgrade?

You are eligible to buy an upgrade for your EMC product at standard upgrade pricing if your purchase meets all of the following requirements:

The EMC product that you already purchased qualifies for an upgrade discount.
The new EMC product that you want to purchase qualifies for an upgrade discount.
You have the EMC product registration or license number, or other proof of purchase that is described here.

How do I obtain a replacement CD or manual?

To order a CD-ROM or manual, call the EMC Insignia Authorized Service Center at (800) 225-4880. This purchase will require proof of ownership. Instructions will be provided when you call.

What qualifies as proof of purchase?

One of the following items is approved for proof of purchase:

Vendor receipt or invoice which includes products purchased
Credit Card statement, which reflect price and products purchased.

Product compatibility

Hardware and storage

Can EMC recommend a storage device for me?

While we do not make specific recommendations regarding storage devices, you can be sure that any drive on our supported list is a reliable backup option. We put drives through a rigorous testing procedure before qualifying them for use with Retrospect. You will find the Retrospect Hardware Compatibility List at:

For information on storage capacities and speeds of various devices visit the following URL: Device Support Information/Database

When choosing a drive we recommend that you do some shopping or ask your favorite retailer for advice. Then find three or four drives you are interested in and check them for Retrospect compatibility.

Retrospect Express

Retrospect Express Edition is available exclusively from leading backup device manufacturers.

LICENSING

Why is my Retrospect Express HD software reporting "Unlicensed"?Retrospect Express HD is not compatible with server operating systems. If you have Windows Server 2003 or earlier, you need to upgrade Retrospect Express HD to a server-level edition of Retrospect in order to use the product.

You can upgrade Retrospect through a local reseller or online using our Web Store.

If you have questions please contact EMC Insignia Sales directly.

EMC Insignia Sales:

North America 1.877.222.5879 M-F 6am-4pm Pacific Time.
International +33(0)1 4695 8780 M-F 9am - 5pm CET

After I installed an update to my Retrospect software, I am being prompted for a license code again. Why?

After you install updates, Retrospect will prompt you to enter your existing license code to verify that you were eligible for the free update that you have installed.

How many computers does my Retrospect Express cover?

Retrospect Express is licensed to be used on a single workstation.

I just purchased an upgrade and my license is not being accepted. Why?

You can not enter your new upgrade license code into the license manager of your existing application. After purchasing an upgrade you will need to install the new version of the software using the download link or the new installation CD you received. After installing the new software, you will be prompted to enter your new license code upon first launch of the application.

OS COMPATIBILITY

What operating systems does Retrospect Express support?

Click here for Retrospect for Windows system requirements.
Click here for Retrospect for Macintosh system requirements.

I installed Retrospect and it is telling me I need Single Server or a similar product. What does that mean?

Retrospect Express is not compatible with server operating systems. If you have a Windows Server 2003 or earlier, or Macintosh OS X Server installed on your computer, you will need to upgrade Retrospect Express to a server-level edition of Retrospect in order to use the product.

You can upgrade Retrospect through a local reseller or online using our Web Store. If you have questions please contact EMC Insignia Sales directly.

EMC Insignia Sales:

North America 1.877.222.5879 M-F 6am -4pm Pacific Standard Time.
International +33(0)1 4695 8780 M-F 9am - 5pm CET

Why is my License Code giving me an error that it has failed?

You can upgrade Retrospect through a local reseller or online using our Web Store. If you have questions please contact EMC Insignia Sales directly.

EMC Insignia Sales:

North America 1.877.222.5879 M-F 6am - 4pm Pacific Standard Time.
International +33(0)1 4695 8780 M-F 9am - 5pm CET

What are my options for upgrading my Retrospect Express software?

EMC is currently running upgrade promotions with the following OEM Partners. Please click the name of your OEM Vendor below to view the current upgrade promotions.

Certance
Maxtor
OWC
Plextor
Symantec

If you do not see your OEM Vendor listed above please contact EMC Insignia Sales to discuss upgrade options which are available to you.

EMC Insignia Sales:

North America 1.877.222.5879 M-F 6am - 4pm Pacific Standard Time.
International +33(0)1 4695 8780 M-F 9am - 5pm CET

UPGRADE INFORMATION

What are the differences between Retrospect Express and Retrospect Express HD?

Retrospect Express HD is designed to backup data from local hard disks only (no network drives)
Retrospect Express HD can save the data to a local hard disk drive only (no network disks)
Express HD does not support backup to CD/DVD

What is the difference between Retrospect Express and the "full" version of Retrospect?

Express is available exclusively from leading backup device manufacturers and cannot be bought separately
You cannot upgrade to a newer version of Express
Express backs up only one single computer, no client licenses can be added
Express does not run on server operating systems
Express does not back up to tape devices
There are no add-ons available for Retrospect Express

How do I transfer the ownership of my software to a new owner?

To transfer the ownership of your software to a new owner you must complete a transfer of ownership form and fax the completed form to our Customer Service Center.

Customer Service Fax Numbers:
North America and Rest of World - (925) 942.0171

EMEA +33 (0)1 46 95 87 99

SUPPORT OPTIONS

I have Retrospect Express and I need help. What are my options?

Retrospect Express comes bundled with many different storage devices. The manufacturer of the device will provide complimentary support for Retrospect Express. EMC provides paid support for Retrospect Express users. Please see our support options for more information.

Retrospect Express users can call the following numbers to reach the Storage Device Manufacturer for complimentary support.

Acomdata: 909.348.0680
HP/ Compaq: 800.652.6672
IOGear: 866.946.4327
Iomega: 888.446.6342
Maxtor: 800.262.9867
Olixir: 408.719.0595
SimpleTech: 800.367.7330 ext.8775
Sony: 800.222.7669
Storcase: 800.435.0645
Western Digital: 800.275.4932

Customers may be subject to a $69.95 fee to receive technical support directly from EMC Insignia Support.

Please visit our online Technical Support Center for answers to common technical questions.

EMC Insignia FAQ

Product purchase & order management

Licensing

Product registration

Support offerings

Miscellaneous

Retrospect Express

Product purchase & order management

Licensing

Product Registration

Support offerings

Miscellaneous

Product compatibility

Retrospect Express