Managed Cloud Based Data Backup for Professionals & Organizations

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Frequently Asked Questions

• System Frequently Asked Questions

• What is the minimum system requirements to run File Backup?

  The minimum requirements for the File Backup client software are as follows:

  • Operating System: Microsoft Windows XP®, Windows Vista®, Windows Server 2003® or Windows Server 2008®
  • Hardware: 300Mhz or faster processor, 30MB hard drive space
  • High-speed internet connection recommended
• Does File Backup support Mac OS X or Linux/Unix Operating Systems?

  At this time File Backup does not support Mac/Linux/Unix, however in the near future a Mac version is set to launch.

• How can I find out my ISP speed (upload/download speed)?

  There are several websites that you can use to do a speed test, such as www.speedtest.net

• General Frequently Asked Questions

• Why should I use File Backup over a Network Attached Storage (NAS) device (ex. Flash Storage Device)

  File Backup and locally based devices are able to backup and restore quickly. However the locally based device can only provides a storage service, and not a true off site protected backup like File Backup. File Backup protects files from theft, disaster, media corruption, etc by providing a redundant hard drive solution with multiply locations.

• What certification does File Backup data centers have?

  File Backup only uses data centers that are level Tier III, Tier IV and SAS 70 compliant across the File Backup global data grid.
  
  Tier IV data center is considered as most robust and less prone to failures. Tier IV is designed to host mission critical servers and computer systems, with fully redundant subsystems (cooling, power, network links, storage etc) and compartmentalized security zones controlled by biometric access controls methods.

  1. Redundant capacity components
  2. Dual-powered equipment and multiple uplinks
  3. All components are fully fault-tolerant and dual-powered including uplinks, storage, chillers, HVAC systems, servers, etc

• How does File Backup work?
  1. File Backup verifies that a file has been altered before backing it up. It will not be backed up to an account again until it has been modified.
  2. File Backup will only upload the changes to a document (for files over 500 Kb) every time the file has been modified - this saves space in your account.
  3. Changes uploaded are calculated based on the last full backup - the differential backup
• Is File Backup HIPAA compliant?

  File Backup complies with the Health Insurance Portability and Accountability ACT (HIPAA); enacted by the US Congress in 1996.

• What and where is the Classic View?

  Classic View is an advanced control user interface. It provides increased flexibility and options for performing online backup and recovery.
  
  To switch to Classic View, click the Advanced button on the top right corner in the wizard home, then select Classic View.

• Can File Backup backup system state?

  File Backup does not support backing up system state, however you can take a point-in-time snapshot of the system state. By marking this file for backup protection, this will essentially backup an image of the system state allowing you to restore your system when required.

• Do I have access to my files at any time?

  Yes, as long as you are connected to the internet.

• How do I access my data after a computer crash?

  You can access your data by visiting clients.filebackup.com, or using the File Backup software installed on your computer. You will need your username and password to access your data.

• How do I stop backups from running after uninstalling the File Backup Software?

  Backups are continuing to run because they are still under scheduled tasks. Delete the backup task under Scheduled tasks in the Control Panel.

• I want to restore a file but I can't find it! What do I do?

  In the Welcome screen, click on "Restore Online" to restore a file that you previously backed up. File Backup allows you to choose the date that your file was backed up. If you're not sure, just click on today's date and all backups that were run before and up to this date will be included in your search results. File Backup also allows you to search a particular file type. Enter all or part of the file name you are searching for and click Next.

  Here's a tip:
  Try clicking on the "Refresh recovery data" before searching for the file. If the file was backed up recently, the backup software may have recorded that the file was backed up. Clicking on "Refresh recovery data" takes care of that.

• Account Frequently Asked Questions

• Where can I download the latest version of File Backup?

  Download the latest version of File Backup here:
  http://filebackup.com/downloads/File-Backup-download.html

• Is the username case sensitive?

  No, the username is not a case sensitive.

• Is the password case sensitive?

  Yes, the password is case sensitive and contain more than 6 characters.

• How do I receive my username?

  At the time of registration the File Backup account username is created. Usernames are unique, and cannot be recycled. After the registration is completed, you will be sent an email with your login information - including your username.

• Should I choose the "save the password" option on the File Backup software login screen?

  It is your choice. Scheduled backups and Live Product will continue to run even without the password saved.

  Saving the password allows multiple people to use the File Backup Client software on a single machine to change backup settings without entering the password.

• What email address should I use for the backup reports?

  The person who will be monitoring if backup sessions are successful.

• Does the email address field support multiple email addresses?

  Yes. Enter multiple email addresses separated by a comma "," in the email text field.

• How can I disable/enable the email backup reports?
  • Click on the advanced button on the top right hand of the File Backup software.
  • Select Options.
  • Select email backup reports in the options provided.
  • To disable, uncheck the send email reports checkbox.
  • To enable, check the send email reports checkbox. You can also change your email address.
• Can I change the email address later?

  Yes, it can be changed using the File Backup client in the following two ways:
  
  In the Classic View

  • Start the File Backup client in the classic view
  • Go to Options
  • Select Email Backup Reports
  • Select the checkbox which says Send email reports at the end of scheduled backup
  • Enter the email address where you want the reports to be delivered in the text box below.
  • Click Apply

  In the Wizard View

  • While configuring online backup using the wizard
  • Step 3 of the configuration displays an option to send email backup reports
  • Select the checkbox which says Send email reports at the end of scheduled backup
  • Enter the email address where you want the reports to be delivered in the text box below.
  • Continue with the back up
• I have not received an email report after setting up my backup.

  Email reports are only generated on the completion of a backup. If your backup is still running in the background or if the program shuts down unexpectedly due to a system failure or reboot, then the program will not be able to generate an email report.

• Can I see how much data is backed up on my account?

  To see the used space on your account, login to File Backup Client (Start > Programs > File Backup Online Backup), click on Advanced > Classic View. On the right side, click on Refresh. If you look at the bottom or on the right side, you will see "Used Space" with the size of data backed up.

• Can I have more than one username on a single backup account?

  One backup account cannot have more than one username. The username is unique for each backup account and cannot be re-used or recycled for other File Backup accounts.

• Can I run multiple File Backup accounts from one client computer?

  Yes, multiple accounts can be run from one client. The same client software will log in different accounts provided the correct username and password are provided.

• Can I use a single File Backup account on multiple computers?

  Yes, you can run a single account on multiple computers. You should make sure that the backup sets on the different computers altogether do not exceed the subscribed storage size.

• What are the Domain/Username/Password fields used for?

  This screen appears if the Run backup even when user is not logged on is checked on Step 2 when creating a backup from the Wizard View. These credentials are your Windows environment username and password and not your File Backup username and password. This is an advanced option which is useful for unattended computers.

• What should I be aware of to properly set the Caching Option?

  With FULL cache chosen the effect is to have the shortest session time and the largest footprint on the local drive.
  
  With NO cache chosen, the effect is to have the longest session time but the smallest possible footprint on the local drive; it retransfers the entire file.
  
  With intellicache selected the effect is to have a middle ground result. Only files above 500kb are cached, and the files which are less than 500 KB are re-transferred again.

• How do I cancel my account with File Backup?

  To cancel your account, please submit a support ticket through the File Backup troubleshooter at https://clients.filebackup.com or by emailing support@filebackup.com.

• Changing Password

  To change the password, you must be in the Wizard. If you are in Classic View and you want to go back to Wizard, click Tools, click Run Wizard.
  
  In the Advanced tab on the right corner, select Options.
  Click on "Change Password"
  Fill in the old password and select your new password.
  Click on Change Password to submit the changes.
  Click on Save

• How to modify Cache Settings

  To change the Cache settings, you must be in the Wizard. If you are in Classic View and you want to go back to Wizard, click Tools, click Run Wizard.
  
  Click the Advanced drop down > Options > Folders
  
  a. You can now set the location of the Temp, Cache, and Packages folder to a different location as recommended to a larger drive, click Save when you are finished.
  
  b. Click Caching Option, here you can turn off the Cache feature and backup like an old school Incremental backup. Only the files that change will be backed up. But if you turn off the Cache by clicking Retransfer Entire File, all of your large files will take much longer to backup if they change. However, if you do not want to turn off the Cache feature, you can change the size of files that do get cached. I suggest changing it to a high number like 200MB or even 1GB.
  
  Here is how you do it: go to the install folder of File Backup C:\Program Files (x86)\File Backup and look for a file named sstorage.exe.config and open this in Notepad. Then click Edit, click Find, search for: "intellicache" change the value = "500" to something higher in KB like 204800 which is 200MB. Also you can go into the Cache folder on any system and just delete files that will never change like images, PDFs, videos, small files, etc.

• Where is my information actually stored?

  We cannot tell you on which servers your information is stored because it's distributed across multiple systems which are dynamic in nature.
  
  Generally speaking, we have 11 data center locations around the world, primarily in the USA, but also in Canada, Australia, India, the United Kingdom and in the Ukraine.

• What do I do if I need more space to backup?

  All accounts can be upgraded to larger account size. You may add more storage to your backup package by logging into your account via https://clients.filebackup.com. Click on "File Backup Plans" and "View Accounts". Choose the account you wish to upgrade and select "Add storage". Follow the onscreen prompts to complete your upgrade.

• Can we control who can access to which computer's files in our backup account?

  No. Anyone who has access to the account will have access to the files. Because you are using only one user name and password, naturally, there is only one login and access to the data backed up under that account.
  
  What about local backup? Can we set up a limit as to who can access the files that are backed up locally?
  
  Yes. Local backup does have a "password protection" function that allow separate password to be set for the recovery of local backed up files.

• The Network Mapped drives are not showing up in File Backup when using Windows 7

  1. If user account control (UAC) is turned on in windows 7 in older versions of File Backup, then the network drives will not show up in the program. It will show up in the newer versions starting from 4.8.x.x
  2. To turn off UAC, go to the Control Panel > User Accounts > User Account > Change User Account Control Settings. Move the slider down to "Never Notify" and restart the computer
  3. Test File Backup.

• File Frequently Asked Questions

• What type of files can I backup with File Backup

  File Backup allows you to backup almost any type of file.

  Common types of files:

  • Music
  • Videos
  • Photos
  • Outlook PST (or other email programs)
  • Office documents

  File Backup can backup all file types except for system files and Outlook OST files. File Backup can also backup open files such as SQL, Exchange, SAGE, Intuit, MYOB, QuickBooks and Quicken however they should not be directly backed up.

• Can you backup open files?

  Yes, our system provides full backup for open files.
  
  There are some files that should not be backed up directly even though File Backup supports open file backup - such as SQL, Exchange, SAGE, Intrit, MYOB, QuickBooks and Quicken. For these types of files backup the database using the local backup utility, then schedule File Backup to backup the file. This a safer and more reliable option than a direct backup of the database.

• Can I access my files any time?

  With File Backup, any of the files that you've backed up can be shared easily - all you need is an email address. Never have a large attachment bounce again. Select as many files as you would like to share with friends and colleagues.

• How do I know what needs to be backed up?

  Any file that if lost would cause the owner to suffer from business loss or personal suffering, should be backed up.

• How do I remove backup files that I no longer need?

  To delete files from File Backup, login to the File Backup application.
  Click on Advanced > Classic View. On the right side, click on Refresh. Once the data has been refreshed and you can see all your files, highlight the file to remove and use the delete option that is in the upper middle pane, or on the right side.
  
  You can also right click on a file/folder and select the delete option.

• How can I find a file when I do not know where to look for it?

  You can find files through the Backup Online Wizard option that is launched after logging into the client software.
  
  On step 1 of the Wizard a tree view of the computer's directory is available for file selection. You can also search for files by clicking on the top right corner of the application Advance menu > Classic View. Navigate to the Backup Mode > Search for files.

• Why can't I read the full filename in the Backup Mode on-screen display?

  As in most display screens, you can drag the column divider to expose more of the filename.

• How can I share a file or folder?

  To share a file/folder log into your account on clients.filebackup.com and select the Online Recovery link. You should see a list of machines where you have backed up from. Select the appropriate machine and look for the file/folder you wish to share, then select the Share/Recover link of the right side of the table.

• Can a shared file recipient re-upload?

  The file recipient cannot re-upload the files/folders using the web facility. The recipient needs to log in to a File Backup Account using File Backup Client Software to upload the files/folders.

• Why can't I see my Outlook .PST file?

  By default, Outlook .pst files are hidden files. On Windows XP, they are usually located in the C:\Documents and settings\Local Settings\Application Data\Microsoft\Outlook folder.
  
  On Windows Vista, Outlook files are usually located in C:\Users\App Data\Local\Microsoft\Outlook folder.

• How to backup an Outlook .PST file?

  If you want to backup a .PST in Windows Vista and later:

  • Open the File Backup Client software
  • Click Backup Online in the Wizard
  • Expand the C:\ drive
  • Expand Users folder
  • Expand App Data folder
  • Expand Local
  • Expand Microsoft
  • Check the box next to Outlook folder

  If you want to backup a .PST in Windows XP or Windows Server 2003:

  • Open the File Backup Client Software
  • Click Backup Online
  • Expand the C:\ drive
  • Expand the Documents and Settings folder
  • Expand the Local Settings folders
  • Expand the Application Data folder
  • Expand the Microsoft folder
  • Check the box next to the Outlook folder
• Can I backup/recover a SQL databases?

  Yes. File Backup recommends using SQL Server Management Studio for Full or Differential backups of SQL databases. Click here to find out how. The SQL backups file(s) should be saved to a local folder on your server. If you are not concerned about a transactional based SQL Backup with Logs, you can simply use the File Backup Client to backup a SQL database (VSS is used in the background with File Backup). Using File Backup Online to backup a SQL database directly will only create a copy.

  On daily backups of the SQL Database, the File Backup Client will only backup the Delta to each SQL backup file. The same would apply when only using the File Backup Online Client to backup the SQL database directly. File Backup will backup the Delta changes only.

  When there is a need to recover a SQL Database, you can simply use File Backup to recover the applicable SQL file reverting to any date and time when a backup was run. After recovering the SQL Backup File from the File Backup system, you can open the SQL Server Management Studio and recover the applicable SQL database. If you decided to only use the File Backup Client to backup SQL, you would restore the copy of the SQL database from the File Backup System, then replace and overwrite the existing SQL database.

  You can then file the raw backed up files in a folder that has been marked for backup. As long as the day's file is named the same each time (e.g. not named by being date stamped), the session file will be seen as a version of the previous one and will not count against the account size usage.

• Can I backup Exchange mailboxes?

  Yes, however it is recommended that you first create a backup using Backup Assist. This will produce a .PST file that can be backed up with File Backup safely.

• Can you backup your web mail using File Backup?
  Eg. Live mail, Hotmail, Gmail

  File Backup is a file based backup solution. If you can locate the file on your machine, you can add it to File Backup and use File Backup to back it up to the server.
  
  However, File Backup will not be able to backup your Windows Live Mail (or Gmail etc), as these are web-based email solutions. Your emails are stored in the Windows Live Mail cloud or the Gmail cloud.
  
  If you are using Microsoft Outlook to access your Windows Live Mail and to keep a copy of all emails locally on your machine, then you can backup the following folder:
  
  C:\Users\USERNAME\AppData\Local\Microsoft\Outlook (replace USERNAME with your Windows login username)
  
  Alternatively, search your computer for .pst files and add them all to your File Backup.

• How many versions of my data are kept?

  Every version of every backed up file is kept until you actively delete them from the data server.

• Can I backup VMware or Virtual PC files using File Backup?

  Format at a technical level. File Backup follows the same sequence of events to backup those files. Note also that these files are often open files.

• Do I have to select each file for protection individually?

  No, entire folders contents can be selected for backup by checking the box beside the folder itself. This also automatically includes any files that are subsequently added to the folder.

• Can I backup QuickBooks with File Backup?

  We support specific packages' files like QuickBooks, Sage, etc as long as the raw data has already been backed up to a folder. This initial backup should be done using the built in QuickBooks backup utility. File Backup software will then back up the folder containing these files.

• Backup Frequently Asked Questions

• How do I start a backup manually?

  Login to the File Backup application, click on Advanced > Classic View. Then click on the Backup Mode tab, and at the bottom click on Run backup

• How can I check the progress of my backup?

  To view the progress of your backup right click the File Backup logo in the task bar and select Show Currently Running Backup.

• Why is my first backup taking so long to complete?

  The initial backup will always take the longest. Subsequent backups will only upload the block level changes you make on your files, so it will run much quicker.
  
  Other factors include the speed of your upload, the amount of data that you selected for backup, and your computer's processing speed.
  
  File Backup usually backs up data at the rate of about 2 to 4 GB per day for your initial backup. However, if you have a fast connection and left undisturbed, you can backup up to 8 to 9 GB in a single day.
  
  To view the progress of your backup right click the File Backup logo in the task bar and select Show Currently Running Backup.

• If I cancel a running backup, will I lose my data?

  No, you will not. Canceling a backup will stop the backup and any data that has been backed up will be safely stored on our server. When you restart the backup, File Backup will continue from where it left off.

• My backup seems to be stuck, what do I do?

  If your backups seem to be stuck for a long time and data is not being transferred at all, you can cancel the backup from the File Backup application. Restart the backup manually from the application interface.

• Can File Backup run while the computer is on Stand By or Hibernation?

  File Backup can run while the computer is in Stand By or Hibernation if the computer is able to wake itself up to preform the scheduled backup. To set your computer, complete the following: Start > Program Files > Accessories > System Tools > Scheduled Tasks Right click on the File Backup icon. On the task tab, set the Windows Account password. On the setting tab check Wake the computer to run this task

• How do I add folders and files to the list of what is backed up?

  After logging into File Backup client software, the user can decide whether to use the Classic View (from the drop down on the top right corner of the software display screen) or the Wizard View, which is the default view after logging in.
  
  A) Wizard View
  After logging in, the application screen consists of four different functions. To find the files which need to be backed up online, select the Backup Online option. You can then choose from the tree view which is all the files that have to be backed up. Since it is not advisable to backup system files and folders, make sure that you take time to scroll through the tree view to select data files that are important for backup.
  
  B) Classic View
  The Classic View offers three different modes for selecting files that need to be backed up. After logging in, click on Classic View from the Advanced menu on the top right corner of the application display. In the Classic view, navigate to Backup Mode. There are three different ways to look for data to backup:

  • Drag and Drop Feature
    Allows you to 'drag and drop' a file or folder for backup
  • Explore Computer
    Provides a directory tree view from which files and folders for backup can be selected.
  • Search for Files
    Allows you to look for files with specific file extensions. A wide range of selection is available here.
• Do I have to select each file for protection individually?

  No, entire folders content can be selected for backup by checking the text box of the folder itself. This also automatically includes any files that are subsequently added to the folder.

• How do I set a schedule?

  After logging in the client software, you can set up a scheduled backup through the following steps:
  
  1) Select Backup Online and select the files you need to backup
  
  2) On the step 2 screen, select Run scheduled backup automatically without user intervention
  
  3) The other checkbox Run backup even when user is not logged on is an advanced setting and is usually used for a server environment. Normal users do not need to select this option.
  
  4) Click on Next, and input an email address if you require a backup report.

• Once a schedule is set, how can I check it?

  You can check the status of your File Backup scheduled backups by looking at Windows Scheduled tasks. This is the repository of all scheduled tasks on a computer. You can get to the Windows Scheduled Tasks in Windows XP by navigating to Start > Program Files > Accessories > System Tools > Scheduled Tasks.
  
  If you have correctly scheduled a backup with File Backup, there will be an icon with the File Backup logo sitting there. Right click and view properties.

• How can I re-set a schedule to another time?

  When logging into the client software, select Backup Online. If the backup set remains the same and you only wish to change the schedule, then you do not have to do anything on step 1. Click Next and move on to step 2. This is where you can change the time and frequency of a scheduled backup. Click Next once the correct settings have been entered.

• What if my files are in a folder of all mixed types and I only want certain types Protected in my account?

  From the Options page in the Classic View there are three Cloaking settings that can be set:

  1. No cloaking
  2. Files to NOT backup
  3. Files to ONLY backup.

  These three settings described above are file-type filters used to select a particular type of file in a folder, selected to be a part of the backup set/session checklist.
  
  More than one file type can be selected at once using the cloaking option.

• Can I change the session checklist without completely re-doing it?

  Yes. All selected elements are independently dealt with. If you want to change the items in the session checklist:

  • Open the File Backup Client in the Classic View
  • Go to Backup Mode - it will show all the files in the session check list
  • To remove files, select those files and click on the Remove Selected Button
  • To add files to the session checklist, it can be done in following three ways:
    • Using Drag and Drop
      Drag and drop files and folders with ease.
    • Using Browse
      Browse the local drive to select the files which are to be added to the session, check and click Apply button.
    • Using Search for Files
      Files are found based on the file extensions. Once selected, the Protect button can be clicked and then the file is added to the session check list.
• What happens to my backed up files if I delete the local copy from the uploading computer?

  Nothing will happen to your files backed up on our server. You can still restore your file anytime, anywhere. Other backup providers will delete the files on the server if it is deleted on the local machine. This functionality is called 'archiving.'

• What happens to my backed up files if I remove a selected and backup file from the session check list?

  Nothing will happen. You only removed them from the session checklist (these files will not be backed up in the next backup session). If you have done backup(s) for those files before, the backup(s) will remain in our system.

• What if a common file on a server is accessed by many during a period, which version will be saved - or will all?

  All versions will be backed up. The backup will be saved separately as their own versions.

  For example, if you have a file called MyDocument.doc that is accessed and modified by two separate machines (A and B) when it is uploaded again the backup will be under two different paths - Server > PathA\MyDocument.doc and Server > PathB\MyDocument.doc.

• What if a file is downloaded to several computers for response work and then re-uploaded to a shared account from all, which version is saved - or will all?

  All versions will be backed up. The backup will be saved separately as their own versions.

  For example, if you have a file called MyDocument.doc that is accessed and modified by two separate machines (A and B) when it is uploaded again the backup will be under two different paths - Server > PathA\MyDocument.doc and Server > PathB\MyDocument.doc.

• Can a Network Administrator download backed up files and re-upload them?

  Yes, they can. If the network admin re-uploads the file using different machine, it will show up as a new machine in your File Backup Account, however if they use the same machine and the same path, it will appear as different version.

• Can a Network Administrator download backed up files and re-upload them?

  Yes, they can. If the network admin re-uploads the file using different machine, it will show up as a new machine in your File Backup Account, however if they use the same machine and the same path, it will appear as different version.

• Can your program run when idle?

  If the definition of 'run when idle' means the computer is in the state of Stand By or Hibernation mode, then the answer will depend on the capability of that computer installation platform as to whether it can wake itself up from those states for a scheduled File Backup event to occur. File Backup utilizes the Windows Task Scheduler services. You can edit the Windows Task Scheduler for File Backup by following steps below after creating a scheduled backup from File Backup client software.

  1. Navigate to Start -> Program Files -> Accessories -> System Tools -> Scheduled Tasks
  2. Right Click on the File Backup icon
  3. On the task tab, set the Windows Account password.
  4. On the settings tab, check "Wake the computer to run this task
• I backup my Exchange server with Symantec Backup Exec, can you backup that file?

  If you want to continue using this method, you would need to take a full backup each day keeping the same exact file name and location. File Backup will launch the Delta File engine which also relies on the Cached copy of the file from yesterday to backup just the changes, this method will need more free space on your system, But a smaller file will be backed up. This method is not recommend for online backup. Full Exchange database backups should be kept local.
  
  If you want to backup your Exchange data with File Backup, first use a local backup application like "Backup Assist" to backup the Exchange mailboxes live. Backup Assist will create a PST file for each mailbox and just append the changes to the existing PST file each day as there is no need to create a new PST. All PST files created by Backup Assist should be stored in a separate folder to then be backed up by File Backup. We will only backup the changes to each PST, average 10MB a day. Outlook is all you need if you want to recover a message or entire mailbox.
  
  This is more reliable than backing up the entire Exchange Database and faster for backup and recovery when backing up online.