HC2 Restore: Error while decrypting backup

[Jacek100 0]

I decided to restore quite fresh backup. When I try either from cloud or from local file I am getting "Error while decrypting backup". HC2 is after factory reset. Any ideas? I already raised a request for support but it takes ages to get response from fibaro support. My device is useless now.

[Ondrej Bajer 2]

40 minutes ago, Jacek100 said:

Any ideas?

ideas:

- Is the HC2 on the same software version as the one where the backup was created?

- Are you logged in as admin:admin? (That's only SuperUser after factory restore, other accounts don't have necessary rights).

- Is the internal OS Flash drive the original one that was shipped with the HC2 system?

- Is the internal addon board the original one that was shipped with the HC2 system?

- Are you able to create a cloud backup of this fresh system, or does it end with "Backup encryption failed" message?

 

BTW: Backups are encrypted with a key that is being constructed from HW identifiers of various HC2 parts. Once you change a piece of HW inside your HC2 backups won't work anymore. Support can restore them for you, or transfer them to be restored on another HC2, if you have a spare one.

[Gonia 5]

14 godzin temu, Jacek100 napisał:

I decided to restore quite fresh backup. When I try either from cloud or from local file I am getting "Error while decrypting backup". HC2 is after factory reset. Any ideas? I already raised a request for support but it takes ages to get response from fibaro support. My device is useless now.

Hello @Jacek100! thank you for reporting this issue. Could you please share the serial number of your hub so we can take a closer look?

Best regards,

Gonia
Fibaro Team

[Jacek100 0]

Hi

 

Everything is original. I was trying to restore backup done just the same day, so H/W was same and software version same the latest one. It was running at my home last 5Y without any issues. The case is that migration to HC3 has failed without any reason so I wanted to restore HC2 and run migration again. But nevermind. Migration process and also backup/restore is so painful and not reliable. Also Fibaro support is ignoring tickects I raised. No support, no FAQ what to do in this case. Like I am the only person with this issue over last 10Y. I really regret I did purchase HC3 honestly. Now I have to pull all the switches from the wall and reset all devices. I am in the middle of the process since I cannot wait anymore for help. @Gonia I raised 2 tickets and no one responded there:

 

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JS

Edited October 28, 2025 by Jacek100

[Ondrej Bajer 2]

4 hours ago, Jacek100 said:

last 5Y without any issues. The case is that migration to HC3 has failed without any reason so I wanted to restore HC2 and run migration again.

That would be the reason. AFAIK, migration renders all your backups, including local, unrestorable as the part of the process.

 

It has a reason - having two active Z-wave controllers talking to the same sensors/actors would cause huge mess and having a backup file that is restorable on any controller would create potential security issue. Therefore Fibar decided to hard-link backups to each controller unit via cryptography.

 

AFAIK, Fibar support is able to cancel that unsuccessful migration and fix existing backups to be restorable on your HC2 again.

 

Hope that @Gonia will push those tickets.

 

 

 

 

[Gonia 5]

13 godzin temu, Jacek100 napisał:

Hi

 

Everything is original. I was trying to restore backup done just the same day, so H/W was same and software version same the latest one. It was running at my home last 5Y without any issues. The case is that migration to HC3 has failed without any reason so I wanted to restore HC2 and run migration again. But nevermind. Migration process and also backup/restore is so painful and not reliable. Also Fibaro support is ignoring tickects I raised. No support, no FAQ what to do in this case. Like I am the only person with this issue over last 10Y. I really regret I did purchase HC3 honestly. Now I have to pull all the switches from the wall and reset all devices. I am in the middle of the process since I cannot wait anymore for help. @Gonia I raised 2 tickets and no one responded there:

 

Please login or register to see this link.

Please login or register to see this link.

 

JS

Hi,
thanks for the extra details and ticket numbers!
I couldn’t find the serial number of your HC2 in those tickets. Could you please send it to me via private message?

Gonia
Fibaro Team

[Jacek100 0]

Thanks for trying to help. I expected that from support.fibaro.com honestly but it looks this way of asking for help does not work. As I mentioned I am doing manual reset of every device. So now it does not make sense to restore the backup or fix the migration by fibaro. Too late @Gonia. I did check official manual again and it clearly says "contact Technical Support" not "search for solution on community forum". So I did accordingly and this does not work.