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Everything you need to know so you can use Cyric like a pro
I am unable to drag & drop files from my computer to a private data vault.
There are a few possible scenario's that could be the cause:
In case the device is running operating system Microsoft Windows 10, make sure you completely shutdown the computer. This can be achieved by opening a command prompt and enter the following command:
shutdown /s /t 0
Also on Microsoft Windows 10 (or 11), make sure that BitLocker is disabled! This can prevent the drive from listing it's file and directories within Cyric.
Whenever I want to create a image of my desktop, I am being sent back to the dashboard.
There is a known bug which is related to SD card slots. To work around this issue, you can insert a empty SD card into the SD card slot and press Create Image again.
Why does my screen go black when I start a data destruction?
Since the release of version 3.7.1, Cyric contains a function that supports Secure Erase. This feature is responsible for turning off your display for a few seconds.
On some devices the screen comes back up as expected, however this is unfortunately not supported by all models.
The cursor is not moving while using my touchpad, what is going on?
Not all touchpads are supported, however if your device has a USB port available; you can also plug in a external mouse!
Creating a image of my hard disk is failing halfway during the process, what can I do?
In case your device is running Windows, make sure you completely turn off your device by doing one of these two things:
Option A:
Open a command prompt
Typ in: shutdown /s /t 0
Press Enter
Option B:
Press the Start button
Now click on the Turn Off icon
Hold down the Shift-button
Finally, click on "Shutdown".
Creating a image goes really slow? Why is this happening?
Cyric will create a bit-by-bit image when a device has BitLocker enabled. We can use the BitLocker Configuration Tool to verify that BitLocker is disabled:
Open a command prompt as Administrator
Typ in: manage-bde -status
Check for the "Protection Status" of each drive, and verify that it is set to "Protection Off".
The internal storage(s) of my device are not recognized by Cyric.
Some devices have their hard drives set in a RAID configuration. Cyric is currently unable to handle drives in a RAID configuration. Therefore if the device allows it, we need to make changes to the BIOS.
On a ACER we can do the following:
Open BIOS of device
Navigate to the tab "Main".
Press Ctrl + S to make the hidden option "SATA-mode" available.
Set SATA-mode to AHCI.
Save changes and exit.
On a DELL we can do the following:
Open BIOS of device
On your left hand side, navigate to "Settings" > "System Configuration" > "SATA Operation".
Switch SATA Operation to AHCI.
Save changes and exit.
Make sure to revert these settings after usage of Cyric.
What commands are required before I start creating a image of my Windows device?
To prepare a device for creating a image with Cyric we need to make sure there are no fragmented files left on the drive, the disk is free of errors and Windows is fully shutdown. To do this, following these steps:
Open a command prompt
Typ in: defrag /c /x /h
Press Enter
Typ in: chkdsk /f /r /B
Press Enter
Typ in: shutdown /s /t 0
Press Enter
I am unable to perform <action> within Cyric.
Shutting down the operating system by using the power button inside the Start Menu (on Windows 10 or 11) does not fully shuts down the device.
Therefore you have to make sure you perform a full shutdown by using the following command before entering Cyric.
shutdown /s /t 0
Keep in mind, that when you turn on your computer and you manage to miss the boot menu... you will have to shut down Windows again by following the procedure described above!
None of the above matched the question that I have, what can I do?
You can start by creating a error report by pressing CTRL + D. Cyric will now tell you that a error report is being created and will be sent to the server.
Note down the current time and server, and ask for remote support at Service Planet Rotterdam. Either by mail, or by phone.
Unfortunately, not all devices are supported by Cyric. Therefore we keep track of models that are having issues with booting to Cyric at Service Planet HQ. As soon as you report a device that is incompatible with Cyric we will investigate this and add it on the "Incompatibility List" when we approve it to be incompatible.
Any other questions? Use the form below...