- General FAQs
- Online Backup FAQs
- FTP FAQs
- Admin FAQs
Q: How do I upload files?
A: Login to your account.
Choose the Upload button from the left hand column of buttons on your account's Home Directory. An Upload Files screen with nine blank fields will pop-up. Use the Browse option to search your computer for the files you wish to upload. (You cannot upload folders using this interface). Once you have selected all the files you wish to upload in your account, click the Upload button at the bottom of your screen A progress box will appear as your files are transferred. If the file you are uploading is very small, it may finish transferring before the small progress box even has a chance to appear. Once the upload is complete you will be returned to your account's Home Directory.Q: How do I download files?
A: Login to your account.
Click a file's name. A dialogue box may appear asking whether you would like to Open or Save the file, select Save, a Save As box will appear, choose where you would like to download the file and press Save. A file transfer box will appear charting the download progress.Q: How do I delete a file or folder?
A: Login to your account.
Click on the box(es) next to the files or folders you wish to delete, a check mark will appear in the box(es) you have chosen. In order to cancel a selection simply click on the box once more and the check mark will disappear. Once you have selected all of the files and folders you would like to delete press the Delete button to the left of the file and folder display. The window will refresh and you will no longer see the files and folders in your account.Q: How do I determine how much space is available in my account?
A: At the top of your Home Directory page you will see a gray bar illustrating your account space.
As files are uploaded to your account, blue will slowly fill the gray bar, text at the base of the bar will indicate how many megabytes of space are used and how many remain available.Q: Why doesn't my account's status bar reflect the actual contents of my account?
A: The status bar that appears at the top of your account's display can take a short time to update and may not immediately reflect changes after uploads and deletions. The status bar will update itself shortly.
Q: How do I change my Online Backup account password?
A: To change your password, you must login to the web portion of your Backup account and select Personal Settings. Enter your new password, and press Save. The next time you login you will have to use your new access information.
Open the backup client by double clicking on the program icon located in your system tray. Go to the Settings tab and click on Advanced Settings. Change the password to match the new one you entered on your online account.
Q: What is WhaleMail?
A: WhaleMail allows you to send a file of any size from your account to anyone with an e-mail address. This service allows you to avoid e-mail attachment limitations, because WhaleMail does not send your file directly to the recipient, instead a small message containing an Internet address is delivered. The recipient simply clicks on or copies and pastes the address into their web browser in order to visit a page from which they can download the file you have sent.
Q: How do I send a file from my account to anyone with an e-mail address?
A: Every file stored in your account has a check box displayed to the left of its file name. In order to send a file out of your account, select the check box next to the file(s) you wish to send and press the WhaleMail button. You will then view a page on which you can enter the recipient's e-mail address (or select recipients from your Address Book) and personalize the message's Subject Line and message. Press Send, you will see a page that will confirm that your file has been sent.
Q: Who can I send a file to?
A: You may send a file to anyone with an e-mail address; you may either add recipients to your Address Book or enter their addresses when you send the file.
Q: Using Netscape, how do I download files that were sent to me?
A: When a person using Netscape 7.0 receives a WhaleMail and tries to save the file to their local computer, they may encounter a problem. Netscape 7.0 changes the filename slightly and this can cause difficulties. When the option to save the file is selected, Netscape pre-fills in the file name but for unknown reasons it appends .asp to the end of the original file name. For example, the file businessplan.doc would be saved as businessplan.doc.asp - To correct this problem, you should delete the .asp extension and the file will then be saved intact. If this extension is not removed, the file cannot be opened in its intended program. Earlier versions of Netscape do not exhibit this behavior.
Q: How do I add new names to my address book?
A: In order to add names and e-mail addresses to your Address Book, simply choose Address Book from the left menu bar of your account. At the top of the Address Book page you may add a new recipient by simply entering their name and e-mail address and press Add.
Q: How do I share my folders with another user?
A: Open the folder you would like to share and click the Share This Directory link.
Other users can be given varying levels of access to the folders you share with them. You can grant either Read(R), Read/Write(RW), or Read/Write/Delete(RWD) access to the folders you share. Type the Usernames and Domains of the user(s) you wish to share the folder with in the Grant Access menu. Click Share Folder, the next time the users with whom you have shared your directory login to their accounts they will be able to view the directory you have shared with them.Q: How do I remove another user's access to my folders?
A: Press the Share this Directory from the top section of the file display area, you will be taken to the Share Folder screen where you can manage other's access to your data. At the top of the page select the file or folder whose shared access you would like to remove and remove access by pressing the button below.
Q: How do I view folders that another user has shared with me?
A: Choose
the folder you wish to view from the Click Here to See Shared Drives menu. You will know what level of access you have to the files within the
shared folder by looking at the code found at the end of the folder name.
R -
Read Only
R/W - Read and Write
R/W/D - Read/Write and Delete
Click Go! to jump to the shared folder. Depending upon what access you were granted, the buttons you see will vary. If access is restricted to Read (R) when you view that folder you will not see the Move, Rename, or Delete buttons.
Q: What is Online Backup?
A: Online Backup is an innovative software product that enables you to automatically backup your critical files to our secure servers, accessible over the Internet. You can select the files on your system that are most important to you and pick multiple times when you would like them to be automatically backed up to your remote storage location in your online account.
Q: How does the backup tool work?
A: The backup tool is a Windows based client that is installed once on the user’s PC to backup critical files. Once the software is installed, the user selects the folders and schedule that they wish to have automatic backups occur. Once the first “full” backup has been performed, the backup tool will check for any new or changed files on the user’s PC and automatically/securely transfers the data to our data centers. This process is known as incremental backup.
Q: How do I know my data will be secure during transfer?
A: All accounts require usernames and passwords before they can be accessed. Your login credentials are stored encrypted in our database so even if someone were to breach all of our formidable security measures, they would only end up with unintelligible characters.
Q: How do I know that the facility where the storage servers are located is safe from power outages and break-ins?
A: We have assembled a world-class team of security experts and a comprehensive set of tools, techniques, and skills that are necessary to protect your data. Our service helps you minimize your online security risk by implementing comprehensive security solutions that enable your business to perform accurate, meaningful, and timely online transactions, while safeguarding both the performance of your operations and the value of your brand. In addition to state-of-the-art firewall technology which protects your data against electronic intrusion, we have selected facilities that protect against physical intrusion. Our data centers are staffed 24x7 by a dedicated security force. Through a combination of restricted access, roving patrols, electronic surveillance, and biometric access technology, your data is 'locked-down' securely in an impenetrable facility. There are redundant sources of electric power so if something happens to the municipal power grid, we can generate our own electricity.
Q: Are my backups backed up from your site?
A: All of the data stored on our servers is periodically archived to tape. We maintain two weeks of backups locally and another four weeks are stored offsite in another secure storage facility.
Q: How is data transferred to my account when I use Online Backup?
A: Online Backup employs file transfer protocol (FTP) to transfer files between your computer and the remote storage facility. FTP has been in use for many years and is regarded as the most powerful method of transferring large files and large numbers of files.
Q: How long will my data remain in my remote backup account?
A: Your files will remain in your account as long as your account is active. You may delete a file at any time by selecting the file and choosing "Delete".
When you close your account, your login will be disabled and all files that remain in your account will be deleted.Q: What platforms are compatible with Online Backup?
A: Backup has been engineered for Windows-based computers that are running Windows 98, Windows ME, Windows 2000, Windows XP, or Windows Vista operating systems.
Q: How do I download Online Backup?
A: To download Online Backup, login to your online account and click on the Download Cox Backup button located on your account's left menu bar.
Q: How do I install Online Backup?
A: Installing Online Backup on your system is a simple, two-step process: program file download and account configuration. The first step loads the necessary files into various directories on your computer and the second step configures the program for your specific use.
Save the Online Backup program to your desktop, double-click on the Backup program icon to launch the installation wizard. Follow the instructions during the installation process. Choose to launch the program when installation is complete and the Step-by-Step installation wizard will appear and guide you through the process of configuring what and when you backup.Q: How do I uninstall Online Backup?
A: To uninstall Online Backup, click on Start, scroll over to Settings and select Control Panel from the drop-down menu. Double-click on the Add/Remove Programs icon and scroll down until you see Backup. Click 'Remove'.
Q: Will I have to restart my computer after installing Online Backup?
A: It depends. During the installation process, Online Backup will install numerous files on your system. Most of them are specific to the program, but a few of them are files that are commonly used by the operating system and may have been installed during a previous software installation. If those so-called ‘common files' were not previously on your system, Backup will install them and then prompt you to restart your system to activate the files.
Q: The installation program freezes. Why?
A: Most problems encountered during the installation of Online Backup are due to a system having insufficient permissions to install new software. In some cases, corporate IT staff will limit the types of programs that users can install themselves. To operate properly, Online Backup must install a number of files into the Windows directory. However, if the user has not been granted permission to install files into that directory, the installation process may terminate prematurely.
Please contact your network administrator in order to resolve any permissions problems.Q: Can I install Online Backup on multiple computers?
A: Absolutely. You are only limited by the amount of space you have in your Backup account. It is important to note that Online Backup will create a folder in your account labeled backup and will place all of your backed up folders inside of it. If you use backup on more than one computer and you backup identically named folders on both computers, the contents will be combined into a single folder in your account. In addition, if you have multiple files with the same name being transferred into your account from different computers, the newer versions will overwrite the older ones.
Q: Should I backup/mirror my entire hard drive?
A: So-called 'mirroring' or replicating your entire hard drive over the Internet isn't really practical yet, especially with hard drives that are growing beyond 100GB in size. Backup only those files you could not afford to lose, rather than your operating system or application files (i.e., Microsoft Word).
Q: What is an incremental backup?
A: Running incremental backup is the preferred method of configuring your Backup tool. During the initial backup, all of the folders you selected for backup will be replicated in your Backup account. Every subsequent backup will update only those files or folders that have been modified since the last backup. You can disable incremental backup by disabling the Only Backup Changed or New Files setting in the Advanced Settings section in the Online Backup software.
Q: What is the advantage of choosing incremental backups?
A: After selecting incremental your backups will be faster, as only new data will be transferred.
If incremental is not selected all of the folders backed up into your account will be overwritten with identical information, instead of just updated with the newest modifications.Note: If you select incremental backups and you delete files on your computer that have been set to be backed up, the deletion will not be reflected in your saved online backups as there is no file to inform the Online Backup software that a change occurred.
Q: What is compression?
A: Compression is the process by which data is compressed into a form that minimizes the space required to store or transmit it. Compressing a file can reduce its size, but it also means transforming its file type, therefore extracting a compressed file (returning it to its original size and format) usually requires its compression program. The backup tool uses WinZip™ to compress data when the Compress Files option is selected. Any machine to which you download and view compressed files from your account must be running the WinZip™ program, for more information about WinZip™ or to purchase and download the program please visit http://www.winzip.com.
Q: Can I compress the files and folders I backup?
A: Compression is available within the backup tool's Events Setup window. When this option is selected, files will be zipped on your computer before they are sent to your account, the zipped version of the file will then be removed from your local system.
Compressing your files can be of benefit to users who are interested in maximizing their account space, however it can also limit the accessibility of your data as you will have to unzip any folders or files in order to view or restore.Q: When will my backups occur if I select “3x Daily”?
A: When 3x Daily is selected, the schedule defaults to the time selected, plus 4 hours from the time selected, minus 4 hours from the time selected. This is done in order to maximize the number of incremental backups during regular business hours. For example, if you select the 3x Daily policy and run your fist backup at 12 noon, the next backups will be scheduled for 4 PM and 8 AM the following day.
Q: What happens to my backup schedule when I select “Back Up Files”
A: “Back Up Files” will save your backup policy (data selected, frequency & schedule), and perform a backup immediately. The next backup will then be performed at the next scheduled backup time. For example, if you select a daily backup policy to be performed at 5pm, but you configure your backup at 12 noon and then choose “Back Up Files”, your next backup will be scheduled for 5pm the following day.
Q: I deleted backed up files from my account. The next time I scheduled a backup, it didn't backup the deleted files. Why not?
A: When you back up files using the incremental backup option, your computer looks at each file and checks the status of its archive-bit. If the archive-bit indicates the file hasn't been backed-up yet, it backs-up the file and then flips its archive-bit switch to indicate the file has been backed up. When you modify a previously backed-up file, your computer will automatically flip the archive-bit so that it will be backed up the next time an event is scheduled. Therefore when backed up files are deleted from Backup, your computer will not detect that the files are no longer available online, because their archive-bit has been flipped.
In order to restore all folders into your account, uncheck the Only backup Changed or New Files option from the Advanced Settings (accessible from the Settings tab in the Online Backup software). Backup will ignore the archive-bit and backup everything. Depending upon the size and number of files that are in the folders you are backing up, it could take a while to back up everything again. After a successful backed-up the files in question, you can go back into the Advanced Settings screen and re-check the Only backup Changed or New Files option. In order to restore a single folder please follow the directions belowFor Windows 2000, XP, or Vista
1. Right-click on the folder containing the files you want to backup and scroll down to the 'properties' option. 2. Select General, click on Advanced and check the box next to Folder is ready for archiving option. Click Ok and Apply. When asked if you want the changes to apply the folder only or to the folder, subfolders, and all files - choose the option that will apply the changes to the files. The next backup will restore the files.Q: How do I add an Online Backup shortcut to my Start menu?
A: Find Backup icon on your desktop. Drag and drop it on the Start button. The next time you open the Start menu you will see the Backup shortcut.
Q: Does my computer need to be on and connected to the Internet in order to backup?
A: Yes. Backup transfers data from your computer to your Backup account over the Internet, your connection must be live and your computer must be on for the transfer to be successful.
Q: How do I change my Online Backup account password?
A: To change your password, you must login to your Backup account and select Personal Settings. Enter your new password, and press Save. The next time you login you will have to use your new access information.
Q: How can I change my backup settings?
A: Right click the Backup icon either on your desktop or in your service tray (located in the lower right hand corner of your screen). Select the Settings tab. Update your settings and click the Save Settings button.
Q: How can I backup now, without waiting for my next scheduled event?
A: Right click the Backup icon in your computer system tray (IS) and choose Backup Now.
Q: How can I find out when my next backup is scheduled?
A: Launch the Online Backup Software. A dialogue box will tell you when the next Backup is scheduled. If the software has already been launched, click on the Settings tab to see when backups are scheduled.
Q: How can I find out when my last backup took place?
A: Right click on the tray icon and select the Backup tab. Click on the View Backup Report button. A web browser will be launched and display the backup report, which will contain information on historical backups.
Q: How can I monitor the progress of a current backup?
A: During a Backup or Restore process, a dialogue box showing the progress of an individual file as well as the overall progress of a backup or restore will be available.
A backup or restore can be paused or stopped by clicking on the buttons at the bottom of the dialogue box.
Q: How can I cancel a backup in progress?
A: Right click the Backup icon in your computer's service tray and select Exit/Cancel Backup. The current backup will be aborted immediately and no further data will be transferred during the terminated backup.
You may also select the Stop after this file completes box within the Events Status screen and the backup will end after the file being transferred currently is completed. In both cases your backups will resume at the next scheduled backup date or the next time you select Backup Now.Q: What will happen if my computer is off or not connected to the Internet during a scheduled backup?
A: You will be prompted to begin the backup the next time you computer is on and connected the Internet.
Q: What happens when I run a backup after canceling the previous one?
A: The files that were backed up before you cancelled the program will remain on Online Backup. They will not be backed up again unless they have been modified. The files that were not backed-up prior to shutting the program down will be backed up at the next scheduled backup.
Q: What happens if I try to backup more files than I have room for in my online storage account?
A: Online Backup will notify you through a pop-up error message as soon as the discrepancy is detected. You may then login to your Online Backup account and make room for the data you would like backup, or contact your account administrator and have your account enlarged.
Q: How can I restore a deleted Backup icon to my desktop?
A: Choose Programs from the Start menu, scroll down to the Backup program. Drag and drop the icon on to your desktop. The icon will be restored.
Q: How do I restore backed up files onto my computer?
A: Login to your Online Backup account. You will see a folder labeled backup. All of your backed up data is stored in this folder. You can double click on the file name and it will begin to download, or click on the checkbox next to a file and click on the Download button.
Q: What do I need to use the FTP client?
A: FTP transfers can be accomplished a number of ways. The most common method relies on a 3rd party software package, often referred to as an "FTP client". Some web browsers including Internet Explorer can also accommodate FTP transfers.
Q: What is an FTP Client?
A: An FTP Client is software that is designed to transfer files back-and-forth between two computers over the Internet. It needs to be installed on your computer and can only be used with a live connection to the Internet. Most FTP client software packages use a two-pane design. The pane on the left displays the files on your computer (Local) and the pane on the right displays the files on your account (Remote).
File transfers are as easy as dragging-and-dropping files from your computer into the Remote area of the FTP tool or by highlighting a file and clicking one of the direction arrows located between the panes.Q: What information do I need to provide to the FTP client?
A: There
are many FTP applications available for computers, including Macintosh and
Linux-based systems. Although the interfaces vary somewhat on the various
software programs, the information you are required to enter generally includes
the following items:
HOST NAME/ADDRESS: 63.146.183.88
HOST TYPE: Automatic Detect
UserID: Your Username (Example: company.com/johndoe)
PASSWORD: Your Password
Q: How can I use a web browser to FTP my files?
A: If you are working on a PC and using Internet Explorer (version 5 or later) you may FTP through your browser. You must first adjust your Internet Explorer setting so that you can view files and folders using FTP:1. Select Internet Options from Internet Explorer's Tools menu.
2. Choose the Advanced tab.
3. Under the Browsing menu verify that Enable Folder View For FTP Sites is selected. Enter your FTP address into the Internet Explorer address line (Contact your system administrator for your FTP address). You will see a pop-up error message. Click through this message and select Login As from the File menu.
Enter the following information into the available fields:
Username: Your account username
Password: Your account Password
DO NOT select Login Anonymously or Save Password
Press Login, you will see your files and folders displayed. You may manipulate your file and folders in this screen using all normal Windows functionalities.
Q: What is Admin access?
A: When a Cox Online Backup account is created, a user from the account is chosen to be an Admin of a domain. That user has additional functions available when they log into their Internet account and is able to create other user accounts within their organization, edit user’s accounts, create groups, assign users to groups, view domain statistics, and grant other users Admin functions as well.
Q: What is a domain?
A: A domain refers to the general account issued to a business. An admin has control within their domain, and users created by an admin will draw from the storage space provisioned for that entire domain.
Q: How does an Admin create other users?
A: After logging into their account on the Internet, the Admin clicks on the Users link under Admin Management on the left-hand navigation bar. This takes the user into the Add User page. Here, an Admin fills out the user’s Username, Password, First Name, Last Name, Email Address, Quota (in Megabytes), and can make another user an Admin by checking the Admin checkbox.
After the user information has been filled in, the user clicks on the Enter New User button. The account will be provisioned and a welcome email with login information and instructions will be sent to a user. Note: The quota that will be assigned from a user will come from the total storage amount purchased for a domain.Q: How does an Admin edit users?
A: After logging into their account on the Internet, the Admin clicks on the Users link under Admin Management on the left-hand navigation bar. This takes the user into the Add User page. At the bottom of the page, is a scrolling textbox with all the users that exist in that domain. An Admin highlights the name of the user to edit, and then clicks on the View User Info button. An Admin can then edit the user’s Username, Password, First Name, Last Name, Email Address, Quota (in Megabytes), and Admin Status. A user can also disable a user by unchecking the User Enabled checkbox. When a user is disabled, their data remains stored, but they cannot use the Online Backup service.
After the user information has been filled in, the user clicks on the Update User button.Q: How does an Admin remove a user?
A: After logging into their account on the Internet, the Admin clicks on the Users link under Admin Management on the left-hand navigation bar. This takes the user into the Add User page. At the bottom of the page, is a scrolling textbox with all the users that exist in that domain. An Admin highlight the name of the user to remove, and then clicks on the Remove User(s) button. The user will be prompted by a dialogue box to confirm that they do indeed want to remove a user. After clicking yes, the user will be deleted, as will be the data that the user had backed up.
Q: What are groups?
A: Admin users can create groups of users. A file can be shared with an entire group, and all the users in that group can have access to that file. This can be useful when there is for instance a team of users (e.g. Legal) that always have to collaborate with a certain type of document or file. Rather than having to set up sharing with several individual users, a user can share with a whole team by clicking on a folder, and then on the link at the top of the Home Directory labeled Share This Folder to a Group.
Q: How are groups created?
A: After logging into their account on the Internet, the Admin clicks on the Groups link under Admin Management on the left-hand navigation bar. This takes the user into the Groups page. A user enters a group name in the Enter New Group Name field, and then clicks on the Add New Group button. The new group will be created.
Q: How are users assigned to groups?
A: After logging into their account on the Internet, the Admin clicks on the Group Members link under Admin Management on the left-hand navigation bar. This takes the user into the Group Members page. A user selects the group to add members to in the Pick From Groups scrolling textbox, and then selects on a user in the Pick from Current Members scrolling textbox. The user then clicks on the Add Members button. The user will display in the Members In Selected Group textbox, and become a part of the group.
Users from other Cox Business domains can also be made members of an admins domain by entering the user in the Enter User Outside Domain field, and then clicking on the Add Foreign Domain Member button.Q: How can an Admin see the domain’s statistics?
A: After logging into their account on the Internet, the Admin clicks on the Domain Statistics link under Admin Management on the left-hand navigation bar. This takes the user into the Domain Statistics page. This screen will show the First Name, Last Name, Username, Quota, Utilization Bar Graph, Free Space, and Last Login Date and Time for all users.
At the bottom of the Domain Statistics page, there will be statistics for total space purchased, total space consumed, and total space allocated for the entire domain.