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Queen's University


ITServices has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the online help form or call us at 613.533.6666.


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  • Q. How do I get a TSM account?
    Please submit this form to request a TSM Personal or Departmental Account.
  • Q. How do I download TSM?
    • Windows 8 or Mac - download the install files from MyQueensU.
    • Windows 7 or Vista - TSM and the TSMDaily system tray tool are available from Ida
  • Q. Can I use TSM on my Mac?

    Yes. The TSM software is available from MyQueensU.

  • Q. How do I back up my files?
    • Launch TSM. In the Backup section, click on the Backup button to copy your modified files to the server.
    • Or (Windows 7 or Vista) launch TSMDaily from the system tray and click on Backup Now.
  • Q. How do I restore my files from TSM?
    • Launch TSM.
    • In the Backup section, click on the Restore button to restore your saved files from the server. See the tutorial on Restore/Check Backups for more information.
  • Q. How do I change my TSM password?
    • Log in to TSM. 
      • Windows users can find TSM in the Start menu. 
      • Mac users will find TSM in the Applications folder inside the Tivoli Storage Manager folder. Note: make sure your version of TSM is up to date.
    • From the Utilities menu, select Change Password
  • Q. I have forgotten My NodeID and/or my password. Who should I contact?
    If you have forgotten your NodeID or your TSM password, you will need to contact your Departmental ITAdmin Rep.
  • Q. Who can get TSM Backup?

    TSM Backup is a fee service available only to Queen's University staff and faculty. A TSM Personal or Departmental Account must first be set up to use the service. (See: "How do I get a TSM account?")

  • Q. What will TSM back up?

    By default, TSM will back up all local hard drives, which includes all data you have saved to your computer. You can specify additional folders for backup, or for exclusion from backup.

    These are the most common files and file types to back up:

    • email and address books
    • user-created documents from programs such as Microsoft Word, Excel or PowerPoint
    • web browser bookmarks or favourites
    • photos and graphics
    • any other files that you have created, such as website files, program code, user-created music, or anything you will not be able to obtain from any other source
  • Q. I use TSM and I am trying to restore my files. Why is restore slow/not working?

    Please check the following:

    NodeID and Password error
    Be certain that you are using your TSM NodeID and password. This is not the same as your email login and password. If you do not know your NodeID and/or password, contact your Departmental ITAdmin Rep.

    TSM Server is busy
    It is possible that the TSM server is busy, so please try reconnecting at some other point in time. If you are using TSM at a point in time when there are many other people backing up files (e.g. 4:30 p.m.), then the process will be slow. Sometimes the server is slow in mounting tapes; there will be a noticeable delay when doing this and it is normal.

    Check Internet Connection
    Please confirm that your Internet connection is active. TSM relies on a working network connection to back up and restore.

    Use TSMDaily
    If your PC is Windows 7 or Vista, you could use TSMDaily, a utility available through Ida to accompany TSM that can back up your computer automatically at a scheduled time.

    Last backup on older version of TSM
    TSM may not be working because TSM version 5.0 for Windows XP and NT is not compatible with TSM 4.0 for Windows ME and earlier. Version 4.0 cannot read backups made by version 5.0. If you backed up last using version 5.0 (Windows XP or NT), you will not be able to read your backup using 4.0 (other Windows).

    Update TSM
    Be sure that you are using the most current version of TSM.

  • Q. How do I check to see how much space I am using on TSM?
    ITServices has created an application that will allow a user to log in and see how much space they are using on TSM. Go to  and enter your NodeID and password. These will have been provided to you by the TSM Administrator when you created your account.
  • Q. Why are my customized include/exclude statements in TSM missing after updating TSM?
    Customized include/exclude statements are saved in the file dsm.opt that is contained in Program Files\Tivoli\TSM\baclient\. Or if you are using the 32-bit version, it will be in Program Files (x86)\Tivoli\TSM\baclient\.

    To ensure that your dsm.opt file is backed up, we recommend that you add the following inclusion to your customized include/exclude statements: INCLUDE "C:\...\dsm.opt"

Kingston, Ontario, Canada K7L 3N6 613.533.2000