Error Restoring Files: "Invalid Padding"

  • Problem
  • Updated 5 years ago
I'm trying to restore a set of files using the Mozy Home desktop client on a Mac. It starts the restore, then (after taking ages to connect to the server) gives me the message: "Invalid padding, possibly the wrong key. Some files were not restored." When I check, it has only restored about 100MB of an 80GB file set. I need help to get these files restored!
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codycomposer

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  • nervous!!

Posted 5 years ago

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Dan Reese

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I'm not sure what is going on. Have you contacted Support yet? If not, can you option-click the Mozy icon, select "Collect Log Files" and send that file to Support?
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corey

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I am having the same problem. Not all files are affected, so far all of my iTunes Library is affected whilst some files of type .mp3 and .m4a restore fine. All non music files so far are fine. I have a case open but I am getting ready to ask for a refund and move to a different service. Backups have to be reliably restored *EVERY* time or else they aren't worth a dime. A company like EMC (Mozy's parent) knows this well in the enterprise that backups aren't important but restores are.
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Mike Jones, Official Rep

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Usually that's a problem with your key. If you uploaded the files with a different key then you are trying to decrypt with it will give you this error. What's your support ticket number
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corey

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Please escalate my case too. I am getting Windows instructions and my logs clearly show I run a Mac. [#FRV-364353]: Restore issue
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codycomposer

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My support ticket number is CIR-783464. I contacted someone via the chat support on mozy.com, and he couldn't figure it out. I sent the log file to him and he gave it to his 'research' team. I haven't heard back...
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Mike

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This is happening to me as well right now. Any resolution?
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codycomposer

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No resolution yet, but I'll keep posting updates here.
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Mike Jones, Official Rep

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Cody, your ticket has been escalated, so you should be hearing from a tier 2 technician to get this resolved.
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codycomposer

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I was contacted by a tier 2 agent today. It doesn't seem like he got any information about my case, or maybe he didn't read it. He merely pointed out that I'd tried a web restore, which he didn't recommend for Macs, and asked if I had tried a client restore yet... This whole issue is centered around client restore! I'm just a little disappointed that I have to reiterate the entire case to this guy.
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corey

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I have tried both web and client restores. I also know that I uploaded all my files with the same key.
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Mike

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I am in the same boat. Had no idea what they were talking about when they asked about the "key." Luckily was able to recover the drive that crashed with Tech Tools. Ugh, very annoyed with this not just working no problem.
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Mike Jones, Official Rep

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Can everybody on this thread answer these questions for me?

Is it itunes or iphotos or a different file having the problem with the invalid padding?
How big is the file or your itunes/iphotos library?
Why are you restoring, was it because of a bad hard drive?
What happens if you try to restore the same file from a couple of months ago instead of the most recent?

Thanks
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corey

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Mike, I think I have good news. I will also answer all of your questions.
Mozy support had me rename my Manifest.db, then I did a backup. At first I was annoyed because it looked like it was performing a full backup (estimated 12 days). However, it didn't, it must have been doing a compare. Anyway, that completed and I did a test restore of three music files from my iTunes library. Two of them .m4a and one .mp3. At least one of the .m4a files I believe I had been getting the error on while restoring previously. At this point I think my issue may be resolved though I have some lingering skepticism that more testing will dispel or confirm. This is a step in the right direction for sure.

Answers to your questions:
It is iTunes for me. All my restore issues seemed to be with music files. Unfortunately I can't browse the files in my iPhoto library from Mozy. I think this is an issue with the way that Apple is doing the library in iLife '09 though, they have made it more of a closed box than a folder structure. Can you comment on this if you know if this is true? I can provide more detail if you are interested. It certainly would be nice if I could restore a single picture (especially for testing purposes) but Mozy is really a disaster recovery tool for me since I have a local backups. I will have to do a test restore of the entire library since the pictures of my child are pretty much the most valuable data I possess.

All of the music files I just restored successfully were between 4MB-8.5MB. I would say the majority of my music falls in this range, standard for various length music files at varying bitrates.

I was restoring strictly as a test to be sure I am getting recoverable backups up to Mozy.

I did not try to restore from a previous point besides the most recent. I will do this if future restore attempts fail and report back.

I hope this helps, thanks for responding to the feedback.

-Corey
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Mike Jones, Official Rep

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Thanks.

Mozy is smart enough to check if you have already uploaded a file so it can just re-associate the file instead of trying to re-upload the file. This saves a lot of time.

You're right, the iphoto library is like a closed box and is seen as one file (which is ridiculous because that file can get massive). But, I think the Mozy back-end sees each file as separate. If you try a WebRestore, I think you can browse your photos and only select the ones you want (I'm not 100% sure about this but you could give it a try). The problem is if you try to do a webrestore and get the full library you would have to get every individual file and completely re-organize them in iphoto. It's really strange. I don't like how iphoto does their file structure.