CloudBerry Managed Backup FAQ

Backup Client

Q1: Can I back up only changed files?

A: Yes, we support incremental backup by default, i.e. only new and modified files will be uploaded after the initial backup.

You can also use Block level backup for files that consist of blocks (e.g. Outlook pst-files).

Check out this blog article to learn more about incremental backup: https://www.cloudberrylab.com/blog/cloudberry-backup-understanding-incremental-backup/

To find out more about block level backup, read this article: https://www.cloudberrylab.com/blog/block-level-backup-and-full-backup-explained/

Q2: What ports (TCP and UDP) does your software need?

A: We use standard TCP ports 80, 443 and 8119.

Q3: What protocol are we using on transmission?

A: It is always HTTPS.

Q4: How much memory CB backup process consumes on a client PC?

A: The default is to use 300MB for uploading. The memory usage depends on the selected chunk size (Tools | Options | Advanced): the larger the size is, the more memory is used. If chunk size is more than 300MB, we use disk space (temp folder) in order to avoid memory overload.

Q5: What is the compression ratio?

A: We use GZIP to compress the data. The effective compression ratio depends mostly on the content/size/type/amount of files and may vary from one environment to another.

Q6: How does master password work?

A: The master password helps you to protect your backup from unauthorized access. Only those who knows the master password can start CloudBerry Backup. The Master password is optional and off by default.

Learn more at: https://www.cloudberrylab.com/blog/how-to-protect-cloudberry-backup-with-master-password/

Q7: Can I access my files using other Amazon S3 clients?

A: Amazon S3 clients are free to invent their own ways to store files on Amazon S3. However we designed CloudBerry Backup to be compatible with the most popular freeware clients such as Cyberduck, S3 Fox, S3 Browser, S3 Hub, Transmit and of course CloudBerry Explorer.

Q8: How does CloudBerry Backup recognize modified files?

A: We are using timestamp to identify modified files

Q9: How to restore files/proceed with backup on another computer?

A: Add the same Amazon S3 account and choose the same bucket and the prefix in advanced settings. By default the prefix is your old computer name. Specify the same encryption password as you used to back up the files. If you don't see the files which is unlikely, try to synchronize the database, go to Tools | Options | Repository and click Synchronize Repository.

Learn more at: https://www.cloudberrylab.com/blog/how-to-continue-backup-on-another-computer/

Q10: Why does the program not appear to start when I start the computer?

A: CloudBerry Backup operates as a Windows Service. There is no need for the console to run when the computer starts and actually it doesn't have to be run at all. You only need it for configuration and restore. The service will do the entire job.

Q11: Can I protect my data with a password?

A: Yes, we support the multiple industry standard encryption algorithms including AES 128-256 bit and it does encrypt/decrypt on the fly. You can set it up in the backup plan wizard.

Q12: Is there a way to decrypt Cloudberry backups independent of the Cloudberry interface?

A: There is no way to decrypt the files outside of CloudBerry Backup because encryption metadata (encryption algorithm, key-size, etc.) is stored in our own format.

Q13: Where can I learn more about data encryption, secure access and transferring options that CloudBerry Lab uses in its products?

A: Check this paper for detailed information

Security Considerations Whitepaper: https://www.cloudberrylab.com/download/CloudBerry%20Lab%20Security%20Considerations.pdf

Q14: Can I back up files being in use with CloudBerry Backup?

A: Yes, CloudBerry Backup supports backup of files being in use by default. For this purpose CloudBerry Backup uses the Volume Shadow Copy Service (VSS). The Volume Shadow Copy Service is an implemented Windows service. It allows taking snapshots of data being in use or located on a locked volume. The Volume Shadow Copy Service doesn't work for network shares, mapped network drives oe drives with the FAT32 file system. When CloudBerry Backup detects a file being in use it automatically creates a VSS snapshot of such file and works with it instead.

Q15: What does ”Force using VSS”​ option​ mean?

A: ”Force VSS”​ option​ is designed to prevent locking files by CloudBerry​ backup client ​to allow other software simultaneous access to those files.

Q16: How can I setup upload bandwidth?

A: Check out this blog article of ours

Setting up upload bandwidth: https://www.cloudberrylab.com/blog/cloudberry-backup-intelligent-bandwidth-scheduler/

Q17: If I stop a backup plan, is the data that has already been uploaded, lost and when it is restarted, does the process start again from zero?

A: Any restart continues the backup process from the point where it left off.

Q18: Do you support Mac and Linux?

A: Yes, we support Mac and Linux for AWS S3, Azure and local storage. Other storage accounts are on our roadmap.

Check here for Mac: https://www.cloudberrylab.com/blog/introducing-cloudberry-backup-for-mac/

and here for Linux: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_linux_local_accounts.html

Q19: How often should I run Full backup if I use Block-level backup?

A: You can schedule "Full backups" depending on how often your files are changed. If you have multiple modifications a day, you can schedule "full backup" once in 2 days.

Learn more about "Block-level backup" here: https://www.cloudberrylab.com/blog/block-level-backup-and-full-backup-explained/

and here: https://www.cloudberrylab.com/blog/cloudberry-backup-block-level-backup-scheduling-full-backup/

Q20: Will backup start if the computer is sleeping?

A: No, but you can keep "Run missed backups immediately when computer starts up" checked on the Schedule step

Q21: Can I change CPU utilization?

A: You can specify the priority for backup plans under Tools | Options | Advanced: Process priority

Q22: Can I back up EBS volumes?

A: Since EBS volume is a local drive on EC2, you can perfectly run our product on EC2 and back up EBS.

Q23: Can I backup and restore my system as an image?

A: Yes

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_image_based_backup.html

Q24: What is a difference between Bare Metal Backup and Image Based Backup?

A: Bare metal is a Windows image backup. It’s supported for Windows 2008R2 and later and have many limitations. We recommend using our own Image Based Backup technology with advanced functionality.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_bare_metal.html

and at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_image_based_backup.html

Q25: Can I recover a single file from image based backups?

A: Yes, starting from version 4.3. you can recover individual files from image based backups without downloading the whole image.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_file_level_restore_from_image_based_backup.html

Q26: Can I create a bootable USB drive?

A: Yes!

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_bootable_flash.html"

Q27: Do you support backup for MS SQL?

A: Yes, learn more how to backup and restore MS SQL following the links below:

Backup: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_sql_backup.html

Restore: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_restore_ms_sql.html

Q28: Do you support backup for MS Exchange?

A: Yes, learn more how to backup and restore MS SQL following the links below:

Backup: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_exchange_backup.html

Restore: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_exchange_restore.html

Q29: Can I back up MySQL?

A: Yes

Check this workaround: https://www.cloudberrylab.com/blog/how-to-back-up-mysql-database-using-cloudberry-backup/

Q30: Can I check the consistency of my backups?

A: Yes, consistency check option allows you to check that all files actually exist on the destination. The consistency check updates the local repository records (local index database located in the user profile) and makes it up to date to the cloud storage.​

Learn more at: https://www.cloudberrylab.com/blog/make-sure-you-can-recover-checking-backup-consistency/

Q31: Can I backup and restore NTFS permissions?

A: Yes, starting from 4.5. version, you can backup and restore NTFS permissions.

Learn more at: https://www.cloudberrylab.com/blog/how-to-backup-ntfs-permissions-in-cloudberry-backup/

Q32: Can I restore my server as Amazon EBS Volume?

A: It’s on our roadmap for 2016.

Q33: Can I clear the Archive Bit attribute for the files during the backup process?

A: Yes, the attribute can cleared.

Learn more at: https://www.cloudberrylab.com/blog/how-to-clear-archive-bit-attribute-with-cloudberry-backup/

Q34: Can I back up network shares?

A: You can back up 1 network share with CloudBerry Desktop, 5 network shares with CloudBerry Server, SQL and Exchange, and unlimited number with CloudBerry Ultimate.

For Windows, check: https://www.cloudberrylab.com/blog/how-to-backup-network-locations-with-cloudberry-backup/

For macOS, check: https://www.cloudberrylab.com/blog/how-to-back-up-network-share-or-usb-on-mac-os/

Each licenses within Managed Backup Service allows you to back up 1 network share.

Q35: Can I perform Image Based Backup to FTP/SFTP server?

A: Yes, you can

Learn more at: https://www.cloudberrylab.com/blog/how-to-perform-image-based-backup-to-ftpsftp-server/

Q36: Can I restore my system to Hyper-V or VMware virtual machines (p2v)?

A: Yes, that's possible

More at: https://www.cloudberrylab.com/blog/how-to-perform-physical-to-virtual-restores-with-cloudberry-backup/

Q37: Can I delete files after the successful backup?

A: That's possible too!

Check it here: https://www.cloudberrylab.com/blog/deleting-files-from-local-storage-after-a-successful-backup/

Storage

Q1: What is CloudBerry Managed Account?

A: It is our own S3 account we provide you with to evaluate the service. You can get 2GB for free for each trial you install. It’s recommended that you use your own storage for testing (AWS, Azure, Google Cloud Storage, Google Drive, Openstack, S3-compatible, etc.).Once you are finished with the evaluation or if you need to back up more than 2GB, you can switch to your own storage on the Storage Accounts tab

Q2: Can I use my own public storage account?

A: Yes, you can use the following storage accounts:

AWS S3: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/sign_up_s3.html

Microsoft Azure: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/sign_up_azure.html

Google Cloud Storage: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/sign_up_google.html

Please note that you​ ​can use a regular Google Account and Google Service Account. If you use a regular Google Account with OAuth when Private Key file is not used, Online Access and Space usage statistics will be ​un​available.

Google Drive: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/sign_up_google_drive.html
(Please note that Google Drive is not designed for serious integration projects and it is not designed as a backup media. It has a lot of limitations in the API and Google intentionally slows it down when they see a lot of requests. Furthermore we don't support encryption and compression with Google Drive).

Openstack-compatible storage account: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_openstack-compatible_storages_support.html

FTP server (S3 compatible): https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_FTP.html

SFTP server (S3 compatible): https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_SFTP.html

Q3: Can I use my local device as a backup target?

A: Yes, we support local backup to NAS, local and external drive. Check out the link below for more info:

Local backup: https://www.cloudberrylab.com/managed-backup-service-video.aspx#local_backup

Mac backup: https://www.cloudberrylab.com/blog/cloudberry-backup-for-mac-os-supports-local-backup-and-retention-policy/

Linux: https://www.cloudberrylab.com/blog/cloudberry-backup-for-linux-os-supports-local-backup-and-retention-policy/

Q4: Can I use my Amazon Standard-IA storage?

A: Yes, in the 4.5 release of CloudBerry Backup, we provide enhanced support of Amazon Standard-IA storage class. You can now automatically set this storage class to all the files you select for the backup.

Learn more at: https://www.cloudberrylab.com/blog/how-to-automatically-set-amazon-standard-ia-storage-class-in-cloudberry-backup/

Q5: Can I use AWS Glacier?

A: Yes, Managed Backup Service allows automatic archiving of backups stored on Amazon S3 to Glacier. Amazon Glacier has lower cost fees for object storage and allows reducing expenses on backup of rarely used files.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_move_to_Glacier.html

If you have another part of data where more frequent restore may be needed, you can keep it in Amazon S3 for less expensive and quick restore. Our product can work with both S3 and Glacier at the same time.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/using_s3_Glacier_selectively.html

Q6: Can I create an Amazon IAM account and use it with Managed Backup Service?

A: CloudBerry Managed Backup service allows using Amazon Identity and Access Management service to create an account with limited permissions. Such an IAM user account can be used when Amazon S3 account contains sensitive information that can be accessed only by the account owner. With Amazon Identity and Access Management you can use all of the CloudBerry Managed Backup features without any risk of unauthorized access to your sensitive data.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/using_IAM_account.html

Q7: Can I use different storage accounts (e.g. AWS and Azure or Google and SFTP) or different buckets/containers within the same storage?

A: Yes, starting from MBS client version 4.0, you can let your users back up their data to multiple accounts.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_multiple_storages_support.html

Initial Setup

Q1: How many users should I create? Can I use the same user credentials for different customers?

A: The user is a mean to separate data access. If you have one user across all your servers, that user will be able to see the data from all those server. If you don't want a user have an access to all server backups, you can create a separate user per server. This is more of a business and security decision. We recommend that you use a separate user per server because:

  1. all backed up data will be accessible from every computer. Data backed up on one computer can be restored on another one.

  2. you won't be able to limit each server - the package in this case will be shared between all the computers.

  3. one common email for notifications.

Q2: How many packages/storage limits should I create?

A: You can use one package for all users or if you need different storage limits for different users, create multiple packages - every for each storage limit - and then assign a certain package to a certain user.

The prices can be found here: https://mbs.cloudberrylab.com/Admin/Tariffs.aspx

Q3: How can I drop a user account and delete their data from the storage?

A: You can do it directly from the Managed Backup control panel.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_drop_users.html

Q4: What is Online Access?

A: This is a web interface for end-users where they can review, download and share their data hosted in the cloud. It is fully supported for AWS S3 and Windows Azure.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_online_access_ssl.html

Q5: What are Storage Limits (Packages) for?

A: You can limit online storage usage by using packages. A package limits storage usage for each user.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_packages.html

Q6: How can I set up notifications?

A: If you use AWS S3 account, you need to verify your email address on the Notifications tab.

You can receive notifications in all cases or when backup/restore plans fails.

You can can also choose who will receive your email notifications: provider, user or both.

Moreover, "Group report" option allows getting group reports about failed and overdue backup plans once a day at a specified time.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_ses2.html

Q7: Can I create Multiple administrators with limited permissions?

A: Yes, Managed Backup service allows having multiple admin accounts. You can create several users who have an access to the most of the MBS control panel features. A user logged in under an account with administrative rights will have an access to most of the control panel functions. Multiple administrators can make working with large amount of customers easier and more efficient. With CloudBerry Managed Backup service you can entrust your administrators to the ongoing backup routines and focus on other tasks.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/multiple_admins.html

Q8: Can I monitor the backup plans history of my users from MBS panel?

A: Yes, you can monitor the backup plans history of your users from MBS panel. This means that you do not need to use third-party software (like remote desktop applications, screenshots sharing software, etc.) to know the state of backup plans. MBS panel allows you to keep control over all the backup plans of your users.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_manage_backup_history_from_mbs_console.html

Q9: Can I upgrade installed builds to the newest version?

A: Yes, Automatic update is a feature that allows your customers to always have up-to-date version of Managed Backup client. You can enable this feature when requesting a Custom Build in the MBS control panel

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/autoupdate.html

Alternatively, you can use a Force Upgrade feature. Even if an "Automatic upgrade" option is disabled for your customer's backup client, you can still provide them with the latest version of Managed Backup client. You can run force an upgrade for a certain computer or for all computers (using "Group Actions" option).

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_rm_force_upgrade.html

Q10: Can I deploy the same configurations on multiple computers?

A: Remote Deploy feature allows you to remotely deploy pre-configured options and plans on the users' computers from your CloudBerry Managed Backup service account with ease.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_remote_bp_deployment.html

Q11: Can I install backup clients remotely?

A: Yes, Managed Backup service supports remote install to users' computers without user intervention. Managed Backup service providers can silently install a backup client to any computer they have a remote access to. To perform a silent install you have to use Windows command line.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_silent_install.html

Q12: Do you have integration with ConnectWise?

A: Yes, the integration allows you to import all of the contacts from your ConnectWise platform into Managed Backup Service, send billing statistics to ConnectWise and create ConnectWise ticket for Failed Plans.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_connectwise_integration_updated.html

and at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_connectwise_billing_updated.html

Q13: Do you have integration with Autotask?

A: Yes, the integration allows you to import all of the contacts from your Autotask platform into Managed Backup Service, send billing statistics to Autotask and create Autotask ticket for Failed Plans.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_autotask_integration.html

and at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_autotask_billing.html

Q14: Do you have an API I can use to integrate Managed Backup Service with our website?

A: Yes, we do have an RPC XML API that will allow you to integrate all aspects of our managed backup service with your website.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_api.html

and at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_MBS_API_2.0.html

Q15: How can I simplify cloud storage deployment using Active Directory?

A: CloudBerry Managed Service provides AD (Active Directory) Bridge that allows to authenticate Windows domain users as MBS users. End users simply log into their Windows computers and start using MBS backup without a need to enter username/password that makes this authentication safe.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_adbridge.html

Q16: What can I do if my customer has a big amount of data for initial backup but their upload speed is slow?

A: If you have faster Internet connection, you may want to upload your customers’ data through your own connection and then proceed with incrementals from customers’ computers.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_seeding_backup.html

Q17: My customer has hundreds of Gigabytes/Terabytes of data. Can we copy data to a drive and ship it to AWS S3 for initial upload?

A: Currently, we are working on supporting Snowball that was introduced by AWS to replace Import/Export. Release is expected in Q1 2016.

Q18: How can I restore data using managed backup client? Can I restore data to another computer?

A: Yes, there are several ways to start files restoration in Managed Backup client:

  • Use "Restore Wizard" if you want to restore some specific files and folders.

  • Restore your files selectively from the "Backup Storage" tab.

  • Restore files related to a specific backup plan from the "Backup Plans" tab.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/restore_and_continue_backup.html

Q19: I can't see space used for my storage in reports and in the control panel. It states '0 bytes'.

A: Please note that volume checker doesn't work for:

- FTP

- SFTP

- FileSystem

- Google Drive

- Google Cloud Storage with OAuth when Private Key file is not used (Google Cloud with Secret/Access key or with Private key are supported)

We do not calculate the size for these types of storages and write 0 instead.​ The issue will be addressed in the future

Customization

Q1: How can I white label the software?

A: The Advanced Rebranding is available at no additional cost for customers who reached $500 worth of purchase (e.g. 20 Desktop/Server licenses).

Alternatively, you can buy the rebranding separately at $129.99.

Once you make the payment, the rebranding functionality will be at your full disposal.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_rebranding.html

Q2: I want my customers have an access to the MBS control panel. Can I use custom domain name instead of "mbs.cloudberrylab.com”?

A: Yes, you will need to send us your SSL certificate, and enable this feature for $59.99/year

Q3: Is there any way to customize the End User License Agreement?

A: Yes, you need to provide us with your version and we’ll upload it into your account

Q4: Will I need to set up​ ​configurations from the beginning after requesting the new rebranded build?

A: Yes, it's needed to set up configurations from the beginning after requesting the new rebranded build.​ However,​ if the backup configurations were saved to the backup storage, you would be able restore them and see in the list of backup plans.

Other

Q1: Is CloudBerry HIPAA-compliant?

A: We consider our product to be HIPAA compliant as we encrypt data on transmit and at rest. We also as a company don't have access to your customer data. All the transfer occurs between you and Amazon S3. AWS claims HIPAA compliance too - check out their compliance center.

AWS compliance center page: http://aws.amazon.com/compliance/#hipaa

Also check our whitepaper on HIPAA: https://www.cloudberrylab.com/download/CloudBerry_Backup_HIPAA_Compliance.pdf

Q2: Is it possible to manage standalone licenses within Managed Backup Service?

A: No, standalone licenses cannot be managed from the control panel. However,you can easily move your CloudBerry Backup plans and other settings to your MBS backup client that allows you to use the same configuration in MBS.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_import_standalone_to_MBS.html

Please contact us at sales@cloudberrylab.com to discuss the pricing and licensing.

Q3: Do you have a 1TB storage limit that you have in your standalone products in Managed Backup Service as well?

A: No, storage limits apply to standalone licenses only except CloudBerry Backup Ultimate.

Q4: What is CloudBerry Box? Can I rebrand it?

A: CloudBerry Box is a data synchronization solution that performs the bi-directional synchronization of files and folders across remote computers through your cloud storage account.

Learn more at: https://mbs.cloudberrylab.com/Admin/Help.aspx?c=Contents/help_box_updated.html

You can rebrand CloudBerry Box on the Rebranding tab/Advanced Rebranding (when it’s enabled for your account)

Q5: Do I need a license per computer?

A: Yes, you need a license for each computer you want to back up.

Q6: Does SQL license include file- and image level backup, too?

A: Yes, all more expensive licenses include the functionality of less expensive licenses.

Learn more at: https://www.cloudberrylab.com/managed-backup/pricing.aspx

Q7: What is the price for MBS licenses?

A: Please use the links below to find the most recent information

You can learn about the pricing at: https://www.cloudberrylab.com/managed-backup/pricing.aspx

You can estimate the volume pricing using our cost calculator at: https://www.cloudberrylab.com/managed-backup/calc.aspx

Q8: What should I do if I have a technical problem?

A: Please go to Tools | Diagnostic in the program menu. In the opened window provide your email and a brief description of the issue and then click send button. The logs will be sent to our support team automatically. This will help us diagnose and troubleshoot the issue.

Please DON'T send us the log file attached.

You can also send logs remotely from MBS Remote management tab | Actions | Send Logs to Support.

After the logs are submitted you will get an automated response with the Ticket ID you can simply reply this email to be in touch with the Support team.

You can also, always check the status of all your tickets on our support center at: http://support.cloudberrylab.com/

Ticket ID is used as a login and your email is used as a password.

Here is some info on how to send the log file: https://www.cloudberrylab.com/blog/how-to-send-diagnostic-info-with-cloudberry-explorer/

Q9: Why I can't see data in my Glacier account?

A: After the object has been successfully archived using the Glacier storage option, the object's data will be removed from S3 but its index entry will remain as-is. The S3 storage class of an object that has been archived in Glacier will be set to GLACIER. You can verify that with the AWS Console. It doesn't show up in the Glacier vault. In fact AWS Console doesn't even show you the contents of the Glacier vaults.

​A​lso check out an official AWS blog on the same subect: http://aws.typepad.com/aws/2012/11/archive-s3-to-glacier.html