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User Guide

Where to find account information

The Account Management Site Summary page provides account information such as account number, backup plan limit and account start date. You can also find this information in your backup Agent. The account number appears on the Home screen and under Help | About and the backup limit is shown on the Backup View tab.

About my backup

The backup agent will search your system for common image types like Microsoft Office files DOC, XLS, TXT, PPT; image files like JPEG, PSD, GIF; and music files like .MPG and .WMV. Prior to running your first back up it is suggested that you take time to review the files selected for backup to ensure that you are backing up the images most important to you.

Depending on your Internet connection speed and the level of service that you sign up for, the length of time of your first backup will vary. It is recommended that you run your first backup overnight, however each successive backup thereafter will take considerably less time and can be run at any time, even while you are working on your PC.

Selecting files in Backup View

If you want to select or deselect files or folders from your backup click the "Explore to Pick Files" button in the left column of the Backup View tab of the backup software. To view files selected for backup click the View Files Needing Backup?button, also in the left column of the Backup View tab.

About backup data retention

Following are the data retention settings for the online backup service.

Files older than 10 versions or 90 days are deleted but your most recent version is always kept. Files that have been deleted from your system will be deleted from the data centers 90 days later. Files that you backed up then deselected from your backup will be deleted after 7 days. Files of accounts that have been cancelled are deleted 2 weeks after cancellation.

Retrieve View options

Retrieve View defaults to displaying the most recent version of your files. In order to see older versions, click Retrieve Options (bottom of the screen) and select the view that you want. A description of each of the options can be found by clicking the Help button.

If you still don't see the file, set the display to 'Show all versions of all files' and then use the Find feature. For more information on Find refer to How to use 'Find' to locate backed up files.

Order CD/DVD copies of my backups

When you order a CD/DVD of your backups, you will receive a copy of all files associated with your account number. We are not able to offer selected files or folders or specific date ranges. Also on the CD/DVD is a copy of the Connected Backup/PC software. You can run the software from the CD/DVD or reinstall the software on your computer. Written instructions are included with every CD/DVD order. Login to the Account Management site and click on Order CD/DVD to obtain a copy of your backed up data.

How to use 'Find' to locate backed up files

Using the Find feature is a fast and easy way to locate a specific file. You can use find in the Backup View tab and in Retrieve View tab or under Operations | Find (Ctrl+F).

Simply click the magnifying glass icon at the upper right of the window, next to the question mark (the Help icon).

HINT: When entering a long file name, or one that you aren't sure of, use an asterisk (*) as a wildcard symbol. An asterisk can be inserted at any point in a file name in place of characters that you aren't sure of. Do not user more than one asterik in succession; use one at a time as a placeholder.

Example 1: For a file named My Resume.doc, type *resume.doc This tells Find to look for all files that end in resume.doc.

Example 2: For a file named Peaches and Cream.jpg, you could type P*and*.* or P*and*.jpg or Peach*.jpg

If you don't see the file that you want with your first try, click Find Next until you do find it. You can click Find Next as often as needed; it will cycle through the list no matter where your starting point is.

If you are looking for an older file and are unable to locate it, then click the Retrieve Options button (bottom of window) and select 'Show all versions of all files.'

Recover an existing account

Login to the Account Management site and click Reinstall Account in the left navigation column. Follow the instructions to download the software installation program. Run the install program, making sure to check the appropriate box on the registration screen, and follow the prompts. You will need your account number, encryption key and password to complete the process. Your account number is displayed when you login to the Account Management site and the encryption key is returned when you click the Reinstall Account link. If you do not know your password, follow the Forget Password prompts on the Account Management login page.

Software version upgrades

Periodically, changes to the software that will improve performance or add new features are made. After thorough testing, the new version is released to our customers. Your version is then upgraded the next time you back up. There is no action required on your part and you will always have the latest version.

IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request