Redstor renewal - gone wrong

[KK20]

This should have been a simple exercise.  Redstor renewal, incumbent more expensive, switch MSP.  MSP knows the existing redstor account details all should switch over.   Then we lose access to redstor when old contract date ends.  Redstor support say all our admin accounts have been removed from the account (the account still exists and has data) but they cannot add users - only the new MSP can.  New MSP says Redstor needs to add access as they cannot.  Im now stuck in support limbo, both sides pointing the finger to the other.  Im getting twitchy that I have no access (luckily I have other backups for  recent disaster recovery but Redstor is my longer archive).  

 

Any Redstor MSPs here that can prod me into "what to say to who" in order to get one side fixing my issue? 

 

 

[TechMonkey]

You have purchased the service from the MSP, it is up to them to deal with it, whether it is them creating the admins or them getting Redstor to create them.  Worst case get Redstor and MSP on a call and knock their heads together, in the politest way possible.

[KK20]

Update.  After a teams call with Redstor and the MSP it seems that the wrong account was migrated to us as part of the MSP->MSP transfer with Redstor, my credentials were removed so I couldn't log into the migrated account.  Crucially my real account, will all its data and archives, has been hard deleted.  

 

Take what you will of this.  I will no longer be using that MSP nor Redstor.  Back to VEEAM and Wasabi et al next year.

[JazzFlute]

2 minutes ago, KK20 said:

Update.  After a teams call with Redstor and the MSP it seems that the wrong account was migrated to us as part of the MSP->MSP transfer with Redstor, my credentials were removed so I couldn't log into the migrated account.  Crucially my real account, will all its data and archives, has been hard deleted.  

 

Take what you will of this.  I will no longer be using that MSP nor Redstor.  Back to VEEAM and Wasabi et al next year.

 

That's terrible really that you not got access to back ups you thought you had.  I use Redstor and can't fault it myself but seems like one of your your MSP's has probably messed it up.

[KK20]

Without a doubt.  The inference on this is that potentially someone else has lost an account too - a transfer has happened.

[JazzFlute]

1 minute ago, KK20 said:

Without a doubt.  The inference on this is that potentially someone else has lost an account too - a transfer has happened.

I’m also wondering whether someone else had access to the data during the transfer. If you were transferring MSPs, maybe there was a lack of due diligence — someone couldn’t be bothered to do something properly, or spotted a potential issue and didn’t flag it, knowing it was all going to go pear‑shaped anyway.

I have trust issues 🤣

[JazzFlute]

your post has reminded me though to logon and do a couple of test restores as haven't done any for a while!

[KK20]

my "guess" and its only a guess is that the reason I lost access was because the transfer didnt have my credentials on it.  Plus you would also need the encryption key too.  I have gained fresh access to the account and testing recovery key now (there are backups from the last few days when it has been recovered without data - servers and 365 have started backing up without my intervention).

[JazzFlute]

1 minute ago, KK20 said:

my "guess" and its only a guess is that the reason I lost access was because the transfer didnt have my credentials on it.  Plus you would also need the encryption key too.

 

You would have thought if that was the issue either Redstor or your MSP would have known before doing the transfer for something so important I'd be livid!!

[Alis_Klar]

Redstor say they have no access to encryption keys and you need the old key to change the keys AFAIK.  So perhaps the old MSP had lost the keys?

 

https://helpdesk.redstor.com/support/solutions/articles/4000220057-999-how-to-check-if-an-encryption-key-is-valid