TROUBLE SHOOTING - WINDOWS
If you are experiencing any issues using the service, we recommend in the first instance that you re-boot your machine.
Connections Issues
Q3: If I have lost my password can you let me know what it is?
Q4: Why have I stopped receiving my backup confirmation emails?
Q1: I have just upgraded my Internet connection from a dial-up connection (56K) or ISDN to broadband or cable -
do I need to do anything?
A: Once you have your new broadband or cable connection running, the backup software will not work until you update
your account by following these instructions:
- Open the backup software by double clicking on the desktop icon
- Go to the toolbar
- Select Options > Update My Account Details
- A new window will open
When this opens up scroll down past your username and password section to the 'connection section' and untick the "Use Existing Dialup Account" box.
Now scroll down to the bottom of the page and click 'SUBMIT'.
A small box will now appear saying 'Settings Changed' - click OK.
The backup software will now work with your new faster connection.
- Open the backup software by double clicking on the desktop icon
- Go to the toolbar
- Select Options > Update My Account Details
- A new window will open
When this opens up scroll down past your username and password section to the 'connection section' and select the new ISP from the "Select Dialup Account".
Note: You must ensure that you have created an account for your new ISP before attempting to do the above.
Q3: If I have lost my password can you let me know what it is?
A: In the interest of security we do not keep any record of your password. However we can remind you
that it will be a combination of letters and numbers (i.e. jon23) and you would have created it along with your username when you
set up your account.
If you still cannot remember your password, you can reset it by following these instructions:
- Visit the Login page on our website
- Enter your Username and provide your security answer, and a new password will be automatically generated and sent to the email address that was used when you registered (Your username can be found on all the correspondence email that we send you, i.e. confirmation emails, welcome email, invoice etc).
- Once you have received the email with your new password, please follow the instructions provided to correctly set this up and continue using your account.
IMPORTANT: If you have the backup software installed on a second machine, you must amend the password on this to the new one otherwise it will no longer backup.
Q4: Why have I stopped receiving my backup confirmation emails?
A: First check if your backups are running. The best way to do this is to open the backup software and look
at your client log (open the backup software and click on the client log page), does it show if your backups
have been running the past few days or not?
If they haven't, does it show an error message and can you see the error message explained on our trouble shooting page? (it may be a firewall issue, incorrect password or your machine may need rebooting).
If it shows that they are running, then please check your spam folder to make sure emails from us are not being filtered out (AOL and BT use filters that sometimes remove our emails).