Support

Hitachi is committed to helping you find the right product to fit your needs. Once you own one of our products, we want to make sure it meets your expectations. All support, resources, and contact information can be found right here.



Installation  Expand All | Collapse All

What are the system requirements?

Touro Pro Product

System requirements for Windows and Mac users include:

Windows:

OS Requirements: Windows® XP, Windows® Vista, or Windows 7™ and an available USB 3.0 or USB 2.0 port.
Internet connection (for Touro feature updates)

Mac:

OS Requirements: Computer system running with Mac OS® 10.5 or newer and an available USB 3.0 or USB 2.0 port.
Internet connection (for Touro™ feature updates and several key features of Touro)

Touro Products

Windows:

OS Requirements: Windows® XP, Windows® Vista, or Windows 7™ and an available USB 2.0

Mac:

OS Requirements: Computer system running with Mac OS® 10.5 or newer and an available USB 2.0

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Touro Pro Products

 

System requirements for Windows and Mac users include:

 

Windows:

 

OS Requirements: Windows® XP, Windows® Vista, or Windows 7™ and an available USB 3.0 or USB 2.0 port.

Internet connection (for Touro feature updates)

 

Mac:

 

OS Requirements: Computer system running with Mac OS® 10.5 or newer and an available USB 3.0 or USB 2.0 port.

Internet connection (for Touro™ feature updates and several key features of Touro)

 

Touro Products

 

Windows:

 

OS Requirements: Windows® XP, Windows® Vista, or Windows 7™ and an available USB 2.0

 

Mac:

 

OS Requirements: Computer system running with Mac OS® 10.5 or newer and an available USB 2.0

Is the Touro drive compatible with Time Machine?

Yes, the Touro drive is compatible with Mac’s Time Capsule and Time Machine.

How do I install the Touro software on Windows or Mac?

You can install Touro by connecting your Hitachi Touro External Hard Drive to your PC or Mac with a USB cable (provided with the hard drive). Once the “Getting Started” flash program has finished running, click on the Install Touro button.

If you choose not to install Touro at this time, you can install it later by performing the following steps:

On a PC:
1.    Attach your Touro drive to the computer and turn it on.
2.    Select Start Touro Now and click OK.
3.    Double click HitachiBackup_Win_Installer.exe.
4.    Click Run.
5.    Click Accept to accept the License Agreement.
6.    Click Install to initiate the installation.
7.    Click Next to continue.
8.    Click Finish when installation is complete.

On a Mac:
1.    *Note: The drive comes pre-formatted out of the box as NTFS, a file system that is read-only on a MAC.  You will need to erase the drive in the Disk Utility on the MAC as a MAC OS Extended (Journaled) drive in order to use it.  To format the drive for use on the MAC please follow: “How to format my Touro drive for Mac only (HFS+)?”
2.    Now that the drive has been erased, the Touro software has also been erased.  To get a copy of the software after a format please contact Technical support and an agent can send you instructions on how to download the software.
3.    Double click on the mpkg file that has been downloaded and the installation will launch, Click Continue at the Welcome window.
4.    Select your computer hard drive and click Continue.
5.    Click Install.
6.    Enter your system password and click OK.

If I format my Touro drive will I lose my software?

Yes.  The Touro software is on the drive so if you format the drive it will no longer be possible to install the software.  If you format the drive and need the software again you can contact Technical Support and an agent will provide you with a means to download the software again.

If I format my Touro drive for my Mac only will it still work in Windows?

If you format your drive for a Mac, the drive will not be able to be accessed in Windows.

If I format my drive for Windows in NTFS only will my Mac see the drive?

Yes, however you will only be able to read from the drive not write to the drive.

How do I find the Touro External Hard Drive on my system?

In Windows, the drive should appear under My Computer as another hard drive shortly after being connected.

On a Mac, the drive should appear on your Desktop shortly after being connected.

If your drive does not appear in the appropriate location, please consult the Troubleshooting guide.

How Tos  Expand All | Collapse All

How will I know if I have a software update on my Touro Pro product?

When there is a new software update, customers will be automatically notified within the Touro application. Users are encouraged to install all updates as soon as possible, as it will contain new enhancements and features for the application. When a new software version is available a pop-up window will appear for you to either install now or remind me later.

How to format my Touro drive for Mac only (HFS+)

All data on the external hard drive will be destroyed if you follow these instructions. If you wish to keep the information that is currently on the external hard drive, you will need to copy the contents of the external hard drive to another location before proceeding.

Follow these steps to format your drive:

1. Connect and power the drive
2. Open Mac HD on your desktop
3. Open Applications
4. Open Utilities
5. Open Disk Utility
6. On the left you should see the hard drive listed. It should show the drive size with a second indented line beneath it that shows the volume of the drive.
7. Click "Erase" at the top of the screen.
8. Select Mac OS Extended (Journaled) for the volume format option.
9. Change the name of the drive if desired.
10. Click "Erase" at the bottom of the screen. You will receive a warning and will need to click "Erase" again.

The process should complete in less than 2 minutes and then the drive will be ready for use.

How to format my Touro drive for Windows only (NTFS)

If you expect to have files greater than 4GB you will need to change your drive format to NTFS. Microsoft provides a utility called “Convert” which allows you to change the format to NTFS with your files in place. You can find instructions for Convert at this link: http://technet.microsoft.com/en-us/library/bb456984.aspx

If you would rather re-format your external drive, proceed as described below.

All data on the external hard drive will be destroyed if you follow these instructions. If you wish to keep the information that is currently on the external hard drive, you will need to copy the contents of the external hard drive to another location before proceeding.

Follow these steps to format your drive:

1. To remove the existing disk partition, right click on My Computer (Computer for Vista) and select Manage.
2. On the next screen select Disk Management.
3. Find the listing for the external hard drive in the lower middle portion of the window.
4. Right-click on the box to the right of the drive listing (Disk X) and select Delete Partition.
5. A message will ask you to confirm that "All data will be lost." Be sure you wish to do this. If so, then click on Yes.
6. Once complete, the box will show "Unallocated".
7. To create a new partition, right-click on My Computer (Computer for Vista) and select Manage.
8. On the next screen select Disk Management.
9. Find the listing for the external hard drive in the lower middle portion of the window.
10. Right-click on the box to the right of the drive listing (Disk X) and select New Partition.
11. Accept all of the default parameters.
12. The formatting will start and will be busy until complete. You can monitor the progress in Disk Management.

Once the formatting is complete, the external hard drive is ready for use.

How to format my Touro drive for use in Windows and Mac (FAT32)

Only FAT32 format is supported by both Mac and PC. The drive comes pre-formatted as NTFS, but if you have changed its format you can reformat it back to FAT32 as described below.

FAT32 has only a few limitations. Those limitations include the following: All individual files must be smaller than 4GB in size to be able to be copied to this drive, and all file names must follow the Windows naming convention. That is, you can only use the letters and characters that are acceptable when creating Windows files. Apple/Mac allow for some extra characters when creating file names but these extra characters in the file names will not work with FAT32.

All data on the external hard drive will be destroyed if you follow these instructions. If you wish to keep the information that is currently on the external hard drive, you will need to copy the contents of the external hard drive to another location before proceeding.

Follow these steps to format your drive:

1.    On your Mac, connect and power the drive
2.    Open Mac HD on your desktop
3.    Open Applications
4.    Open Utilities
5.    Open Disk Utility
6.    On the left you should see the hard drive listed. It should show the drive size with a second indented line beneath it that shows the volume of the drive.
7.    Click "Erase" at the top of the screen.
8.    Select MS DOS(FAT) File System for the volume format option.
9.    Change the name of the drive if desired.
10.    Click "Erase" at the bottom of the screen. You will get a warning and will need to click "Erase" again.

The process should complete in less than 2 minutes and then the drive will be ready for use.

The drive will be formatted as FAT32 when completed.

Troubleshoot  Expand All | Collapse All

Why am I receiving a “Backup Drive is Read-Only” message?

This message may occur on a Mac when the backup software has encountered a file that it's trying to backup but lacks “read privileges,” or there are specific administrative controls on the computer for that file or folder. PC users are not affected. The backup software confuses this with not being able to write to the destination drive and therefore displays the "Backup drive is read-only." This is not a correct backup message. The drive is not read-only and is functioning properly. This message may also appear if the drive is unplugged during a backup as the Mac OS reports back a false "write permissions" error when the destination volume goes away during a long write operation.

As mentioned above, we will be pushing out a software update that will treat these “no read privilege”” or “admin control” controlled files or folders as a simple backup “exception” to the backup rather than a hard error. In other words, the backup will indicate that the backup was successful, but encountered some “exceptions” for specific read privileged or administrative controlled files and folders. To see those exceptions, a user can click on the “exception” link and inspect the list of exceptions.

External Drive Troubleshooting tips for Touro and Touro Pro products.

WINDOWS
STEP 1
Check the Power and Data Cable
•    Check that the power cable is securely connected to the external drive and wall socket (applies only to desktop external hard drives).
•    Do not connect the drive through a USB hub, connect it directly to the PC or laptop. Make sure the power adapter is connected directly to a wall outlet, not to an extension cord.
•    Ensure the cable is securely connected to both the drive and computer.
•    If you are connecting to a PC, use the USB ports found on the back of the computer. Avoid using USB ports found on keyboards, monitors or the front of the PC.
•    If the problem still continues, try using a different USB port.

STEP 2
Check the Drive Partition in Disk Management
Even though the drive may not be visible on the "Desktop" or in "My Computer," check to see if the drive is recognized in "Disk Management."
1.    Right click on "My Computer" and select "Manage" from the menu.
2.    From the "Computer Management" window select "Disk Management" from the menu on the left.
3.    In "Disk Management" check to see if the drive is visible. If the drive is found, look at the partition for the drive. New drives will be labeled as NTFS and have a drive letter assigned.
4.    If the drive does not display as "Healthy," or shows the file format as "RAW," then the partition has become corrupt. It could also be corrupt if the bar above the drive is black and shows as "Unallocated."
5.    To make the drive usable again after a partition has become corrupt or lost start by right clicking on the drive in "Disk Management" and select "Delete partition" from the menu. Then right click on the drive again and select "create partition" from the menu. Follow the steps in the partition wizard to create a Primary partition.

NOTE:  Deleting the partition will cause all data on the drive to be lost. If the partition has become corrupt this may be unavoidable. Hitachi Global Storage Technologies is not responsible for lost data. It is highly recommended that data be backed up in multiple locations on multiple drives to minimize data loss.

After the new primary partition has been created "Disk Management" will display the drive with an NTFS partition. The NTFS partition is unusable on a Mac. If the drive is used on Macintosh and Windows computers, follow the link below to obtain a FAT32 formatting tool which will allow both Windows and Macintosh users to use the drive.

HTTP://WWW.RIDGECROP.DEMON.CO.UK/INDEX.HTM?FAT32FORMAT.HTM

STEP 3
Check the drive status in Device Manager :
1.    Right click on "My Computer" and select "Manage."
2.    From the "Computer Management" window select "Device Manager" from the list on the left.
3.    From the device list, expand the "Disk Drives" category by clicking on the [+] symbol found to the left. If the drive is detected by the system, there will be an entry for your external drive.
4.    If it is not listed under "Disk Drives," expand the "Other Devices" category and see if there is an entry for an "Unknown Device."
5.    Right click the "Unknown Device" and select "Properties."
6.    Under the "General" tab, it will typically display "This device is not working properly" followed by either Code 10 or Code 28.
7.    Code 10 would suggest a potential power supply issue (typically 3.5-inch desktop external drives). If a second external drive with an equivalent power supply is available, try connecting the power supply to the drive.

NOTE:  Before connecting a power adapter that did not ship with the external hard drive, verify that the power configuration matches exactly with the power adapter that was supplied. Failure to use the correct power supply can result in damage to the unit, injury or fire.

If a different power supply is not available, verify the problem by connecting to a different USB port or by connecting to a second PC.
8.    If the same error code is still displayed, create an RMA and return the drive under Warranty.
9.    Code 28 would suggest a driver error.
10.    Expand the "Disk Drive" category in "Device Manager" right click on the drive and select "Uninstall."
11.    Disconnect the external drive, reboot the computer and reconnect the drive when the computer has finished restarting.
12.    If same error is displayed, try connecting it to a second PC to verify the issue.
13.    If the drive fails on the second PC with the same error, create an RMA and return the drive under Warranty.

MAC
STEP 1
Check the power and data cable
1.    Check that the power cable is securely connected to the external drive and wall socket (applies only to desktop external hard drives).
2.    Do not connect the drive through a USB hub, connect it directly to the Mac. Make sure the power adapter is connected directly to a wall outlet, not to an extension cord.
3.    Ensure the cable is securely connected to both the drive and computer.
4.    If your external hard drive came with with a Y-cable, use both USB connectors to ensure the drive is getting the appropriate power.
5.    If you are connecting to a Mac, use the USB ports found on the back of the computer. Avoid using USB ports found on keyboards, monitors or the front of the Mac.
6.    If the problem still continues, try using a different USB port.

STEP 2
Check the Drive Partition using Disk Utilities
1.    Click "Go" on the top menu bar, then choose "Utilities" and open the "Disk Utility" application.
2.    If the drive is not on the desktop or if "Disk Utility" is showing that the drive is formatted in a file system that is not recognized by the Mac OS, the drive can be formatted so the the Mac OS will recognize it.

STEP 3
Check System Profiler
The Mac System Profiler will show you whether the external drive is physically detected by the Mac.
1.    Click on the "Apple Menu" in the top left corner of your desktop.
2.    Select "About this Mac" and then click on "More Info" to open the System Profiler Application.
3.    When the System Profiler opens click on "USB" in the left menu under the Hardware category.
4.    If the drive is still not visible, try connecting it to a second Mac to verify the issue.
5.    If the drive fails on the second Mac, create an RMA and return the drive under Warranty.

Cloud Backup  Expand All | Collapse All

Can a customer exceed 3GB of storage with the free account?

No, the free account is limited to 3GB. If you would like to store additional data you would need to upgrade to the paid account for $49/year. The paid account allows up to 250GB of storage.

How much does Hitachi Cloud Backup cost?

You get 3 GB of backup space for free and 250 GB of space for $49/year.

What happens to my data if I don't renew Hitachi Cloud Backup?

You will be contacted and non-renewal involves the immediate blocking of your account. If within 90 days you have not renewed your Hitachi Backup account we will delete your files.

What is the difference between Hitachi Cloud Backup and other conventional backup systems?

Hitachi Backup offers important advantages over other consumer backup methods:

  • The long-term storage at most affordable prices
  • File access from every location connected to the internet
  • Backup as many computers as you like

In this way we provide a complete service that is closest to your needs.

How can I access my data?

From your computer either click on Hitachi Backup icon on your desktop and click on "VIEW MY FILES" in the Cloud Backup section.

From any web browser visit www.hitachibackup.com and click on "Login".

What does TurboUpload mean?

Hitachi Backup generates random sequences of bit ciphers from parts of user files. If the server recognizes this sequence of bits Hitachi Backup shares it, making it unnecessary to transfer the sequence. This procedure of bit sharing allows us to speed up the transfer of system files which are unchanged in most cases.

How often is a backup made?

Hitachi Backup is a continuous backup system. Every time a file is added or modified a copy is uploaded to our server. Hitachi Backup starts when your computer starts up. No action on your part is necessary.

Can I install Hitachi Backup on all of my computers?

Yes, until reaching the maximum space allowed for your account, you can install Hitachi Backup on any computer. All computers will be displayed on your Hitachi Backup Drive as individual folders.

How does Hitachi Cloud Backup work?

Hitachi Backup software allows every file on your computer (up to 5 GB in size) to be saved through your internet connection. You can view them and work on them from any location connected to the web. With up to 250 Gigabytes available you can save every type of file: photographs, documents, music, etc. After the initial setup backup occurs in a continuous manner and without user intervention. The program also keeps track of every change made to the files. The data is saved on a remote server with restricted access.

I have deleted or modified a file. Can I recover it?

Yes. Log into your account on www.hitachibackup.com and use the search function. Not only will you be able to find the file you are looking for, but you can also find all earlier versions that you have modified; in this way you can choose which version you wish to recover.

How is my privacy ensured?

Please refer to our Privacy Policy for more details.

Can I delete my files from Hitachi Backup?

Deleting files is simple and quick. All you have to do is log into your account on www.hitachibackup.com, browse through your data, and delete unwanted files and folders.

What if my computer crashes? How can I recover my data?

Computers only have a lifespan of approximately 5 years. If you have Hitachi Backup, recovering your data is simple. Just access your files from our website and download them, or you can drag them to the desktop and wait until the transfer is complete. You can retrieve all your files, every time you want, in a simple manner.

What types of data can I save?

Any files you want, until reaching  your storage limit (3GB free or 250G for $49/year). Hitachi Backup saves and protects any type of file of any size. Hitachi Backup can automatically save any additions and modifications of any file that you have selected for backup. By default Hitachi Backup saves 10 revisions, but you can configure it to save up to 100 revisions.

Can I have more space?

At the moment Hitachi Backup offers 3GB of space for free or up to 250GB of space for $49/year.

How much time does Hitachi Cloud Backup take to save my files?

The first complete system backup can take a very long time. However a few minutes after installation the most important files become protected. Hitachi Backup determines which files are most important based on the type of file and its frequency of use. It then backs up the most important files first. As you use your computer Hitachi Backup re-evaluates which files are important and always backs them up first.

In general, the time necessary to backup the files depends on the quantity of information that you have chosen to save and the speed of your internet connection.

Our technology also helps Hitachi Backup make transfers faster. If other users have already transferred files with the same content, for example operating system files or common applications, Hitachi Backup will only register the presence in your space without physically performing the transfer.

Can I use Hitachi Backup for sending very large files?

Yes. Log in to your account on www.hitachibackup.com and select the files you would like to share. Right-click on any file you can save it and share it. The SHARE function allows you to send a link to the file to an email address of your choice. Then the recipient will be able to download the file directly to their computer. If a file is already saved with Hitachi Backup use the SEARCH function, or on the website from our control panel, and you will find the SHARE function.

If I use Hitachi Backup will I have more space on my computer?

Yes. You can lighten the load on your PC by using Hitachi Backup as a virtual disk, keeping your files there to use them and work with them when and where you want. Remember that you can restore them to your computer from Hitachi Backup!

Will Hitachi Backup slow down my computer?

Hitachi Backup believes in giving priority to the user. The service uses computer resources and an internet connection in a dynamic manner, in such a way that the service does not cause a slowdown for the user.

What happens if the connection is interrupted?

If the connection is interrupted Hitachi Backup stops working, but remembers the progress of the backup and continues from that point when the connection is restored.

What encryption system does Hitachi Backup use?

Hitachi Backup utilizes different encryption systems in every phase. Data is encrypted by the program and divided into different parts, making it unreconstructible by intercepting any single part. Data is then sent by an encrypted SSL channel to the Hitachi Backup servers. This type of communication is the same used by online banks and credit card payment systems. The files are not subsequently reconstructed, but rather the different parts of the files are archived on a RAID system.

I have an office network. Can I install Hitachi Backup?

As long as it meets your employer's guidelines, yes, Hitachi Backup can be installed on any office computer, desktop or portable running Windows XP, Windows Vista, Windows 7, or Mac OS X version 10.5 or greater.

I have very important data. Can Hitachi Backup help me?

Hitachi Backup allows you confidential archiving of every file up to 5GB in size. If a file exists on Hitachi Backup you can delete it from your computer and be assured that it will only be possible to access it by using your logon information.

Can I transfer files using FTP?

At the moment you can't transfer files to or from Hitachi Backup using FTP.

How can I find out how much space I have left?

Every time that you login on the Login page on the Hitachi Backup website information showing how much space you have left will be displayed.

What do I need to install Hitachi Backup?

You need Hitachi Touro branded hard drives, an internet connection, and a computer running Windows XP, Windows Vista, Windows 7, or Mac OS X 10.5 or greater. You will also be able to download the backup software from www.hitachibackup.com

I have lost my password. Can I retrieve it?

We do not save user passwords. We use an encryption algorithm that permits us to verify them but not to read them. Through the program or our website you can request a change of password using the email address specified when Hitachi Backup was activated.

My email has changed. What happens?

If your email changes it is necessary to contact customer support at http://www.lifestudio.com/support/ Tell us your old and new email addresses. Your login information will be sent to your new address.

Does Hitachi Online Backup, backup Microsoft Outlook emails, address books, Internet favorites, operating system and applications?

The Hitachi Backup software offers file-level backup only. Internet favorites can be backed up as well as Microsoft Outlook emails and address books, but the applications using these files must be closed before running the backup.

I connect through a proxy server. Can I use Hitachi Backup?

Hitachi Backup has been designed to work with a proxy server. Communication with the Hitachi Backup server is through the encrypted HTTPS port 443, used by banks and credit card payment systems. If your network supports connections through port 443 Hitachi Backup will work without problems.

How can I purchase Hitachi Backup?

Hitachi Backup provides 3GB of storage free, but if you wish to purchase more space you can do so on our Purchase webpage. You can pay with most common credit cards through PayPal.

What is the maximum size for files saved on Hitachi Backup?

Hitachi Backup client software supports files up to 5GB in size. The web upload limit from hitachibackup.com is 50 Mb per file.

How can I speed up backups?

Backup time depends on the internet connection upload speed and the quantity of data selected for backup. Modify these factors to maximize performance.

Note: A typical user with a 512 Kbps upload connection (standard DSL line) saves between 1 and 10 GB per day, depending on how long the user is connected to the internet and how similar the contents of different uploaded files are.

Is Hitachi Backup available for Linux?

No, at this time Hitachi Backup is not available for Linux.

How can I backup files on the network?

You can't backup files on the network at this time.

Is there an iPhone or iPad client for Hitachi Backup?

Yes, you can download Hitachi Backup for iPhone and iPad. The application is free to customers with the 250 GB plan.

How can I uninstall Hitachi Backup?

Windows XP

Open Control Panel

Click on Add or Remove programs

Select Hitachi Backup

Click the Remove button

Windows Vista/Windows 7

Open Control Panel

Double Click Programs and Features

Select Hitachi Backup

Click the Remove button

Macintosh

Open the Application folder and drag Hitachi Backup to the Trash.

Delete the folder ~/Library/Application Support/HitachiGST/LSBackground/

Delete the folder ~/Library/Application Support/HitachiGST/Hitachi Backup/

Delete the file ~/Library/LaunchAgents/com.hitachigst.backup.agent.plist

Delete the file ~/Library/Logs/LSBackup.log

Restart your computer

What if we need more space?

Hitachi Backup provides 3GB of storage free, but if you wish to purchase more space you can do so on our Purchase webpage. You can pay with most common credit cards through PayPal.

Warranty