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Connected DataProtector FAQ for Group Plans
Contents

Installation and Setup

Automatic Backup, Easy File Retrieval: How Connected DataProtector Works

Account Information

Account/Community Options

Backing Up Files

Retrieving Files

Retrieving Files with the Connected DataProtector software

Retrieving Files with MyRoam/web restore

Retrieving Files from CD

Heal Functionality

Billing

Support Center Administration Help

Privacy and HIPAA

Installation and Setup

  • Where do I get the Connected DataProtector software for small businesses?
    Download your Small Business subscription service Connected DataProtector software from the Plans page.

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  • How do I register a new account?
    You will be given registration login codes by the Iron Mountain Small Business subscription service administrator at your organization so that you may register accounts. These codes enable you to log in to the Iron Mountain Data Center. You must use the registration login codes when prompted by the Connected DataProtector agent during registration. Please keep your registration login codes in a safe place. If you change the registration login, you will be denied access.
    When you connect to the Iron Mountain Data Center for the first time, you will be assigned an account number that identifies the computer that you will be backing up. This is a unique account number and can only be used for the computer on which the software is installed and for which backups will be made. You will also be given the option of printing your account information. We urge you to print the information. It contains details of your account that will be needed later on.

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  • How many accounts can a PC/computer have?
    Each computer requires its own account number, so the answer is one. If you have more than one PC with data you want to protect using this service, you must install the Connected DataProtector software on each PC (each with its own account number).
    Unique account numbers enable the storage of vast amounts of data from computers around the world to be stored without losing track of it. The account number identifies which files belong to which computer.

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  • How are version upgrades handled?
    From time to time, Connected makes changes to the Connected DataProtector software that will improve performance or add new features. When the new version has been thoroughly tested, it 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.

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  • Can individual accounts be moved into my Small Business community?
    Some customers may have started an individual account and now would like to move the account to their Small Business Service community. Because the Small Business Service accounts have a different configuration, it is not possible to move the individual account to the Small Business subscription service community.
    You can either:
    Keep that individual account active and leave it as an individual account.
    Uninstall the individual account and replace it with a Small Business Service account. Uninstalling your Connected DataProtector software.
    If you choose to uninstall the individual account and replace it with a Small Business Service account, do not forget to Cancel your individual Connected DataProtector account.

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


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Automatic Backup, Easy File Retrieval: How Connected DataProtector Works
  1. Install the Connected DataProtector Agent (a small piece of software) on the computer(s) you want to protect.
  2. Allow the Agent to select the files to back up, or select the files yourself.
  3. Connected DataProtector does the rest. Your information will be available for easy retrieval, up to the last time you were online.

Automatic Backup
Connected DataProtector offers the first user-friendly, automated method to protect the information that resides on your company's desktop and laptop computers.
Rather than relying on CDs, Zip drives or floppy disks, Connected DataProtector subscription service automatically backs up your company's computers to the Connected Data Center through a secure Internet connection, employing the same encryption technologies used by the U.S. government to transmit classified data. In fact, the information that's backed up and retrieved is encrypted right at the PC, and remains encrypted both in transit and in storage. No other service offers this level of security.

Easy Set-Up
Connected DataProtector deploys a small software Agent to each protected computer to aid in the backup and retrieval of data. Download and installation of the Connected DataProtector Agent takes just minutes. The Agent allows the scheduling of regular backup times, forcing of unscheduled backup, file retrieval, CD-ROM ordering for stored data and user log review.
Once an initial overnight back up is done, subsequent backups take place automatically with no user intervention needed. Connected DataProtector is so efficient, update backups can typically be done in the few minutes it takes to read email, even over a dial-up connection.

On-Demand Data Retrieval
When the time comes that they're needed, stored files are easily accessed from the computer where they originated. If that computer is unavailable for any reason, files can be retrieved to any computer with Windows, Internet Explorer and an Internet connection. (See Requirements, below.) All it takes is a few mouse clicks. Individual files are instantly accessible, and customers have told us they've done complete bottom-to-top computer data restorations in as little as an hour.

Comprehensive & Faster Than Fast
How can Connected DataProtector back up all your company's information in just a few minutes per day? The answer lies in our patented, best-of-breed data reduction and compression technologies.
Delta Block™ - This patented technology ensures that, once a file has been backed up, only changes to that file are backed up next time around. The amount of total data sent is much smaller than would be otherwise, enabling a quicker backup even over dial-up connections.
SendOnce™ - Another patented technology, SendOnce prevents extra copies of shared or duplicate files from being stored. So you don't end up wasting time and space to store the same files over and over again.
Together, these data management tools allow Connected DataProtector to maintain a complete and up-to-date backup copy of all your company's data, available only to your authorized users, whenever and wherever you need it.

Requirements Connected DataProtector subscription service provides automatic back up and easy retrieval for computers that fit the following parameters:
Operating System: Windows 95B, Windows 98, Windows ME, Windows NT SP4 2000, XP or XP Professional
Processor: P486/66MHz or higher (Pentium recommended)
Memory: 32 MB RAM on Windows 95 and 98; 64 MB RAM on all other Windows operating systems
Web Browser: Internet Explorer 4.0 or higher

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Account Information
  • How can I tell what version I have?
    You can identify your version by opening the Connected DataProtector software (Start | Programs | Connected | Connected) and then clicking on Help | About.

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  • Where do I find my account information?
    Your Account Number appears on the Home screen of the DataProtector Agent and under Help | About.
    Your Encryption Key: From the menu bar, select Options | Security | View.
    Your Password: You can only see your password by printing your account information. From the menu bar, select Options | Security | View | Print.
    Note: If you have a password, you will need it in order to print.
    If you do not have the DataProtector software on your computer, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.

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  • Are account numbers unique to each computer?
    Each computer using Connected DataProtector has a unique account number. The account number is assigned when you connect to the Data Center for the first time after signing up for a plan. It is associated with the computer where the software is installed and the backups will take place. If you have multiple computers, you will have multiple accounts. If you have several accounts, they may all be charged to the same credit card. By having a unique account number for your computer, data that you back up from that computer will be recoverable even if the account is moved to a new computer. If you want to share backups between computers, distinct account numbers enable you to do that as well.
    If you have an account but do not have the DataProtector software on the PC for which the account was opened, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.

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  • What are the advantages of the encryption key?
    An encryption key is used to encrypt your data for safe transmission between your computer and the Connected Data Centers. You will be asked for your encryption key whenever you retrieve files or perform an account recovery.,br> The encryption key is a word or a phrase that you create when you first set up an account. It contains a minimum of eight (8) characters. Once an encryption key is set it cannot be changed.
    If you have an account but do not have the DataProtector software on the computer for which the account was opened, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.

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  • How is data retrieval safeguarded?
    Once you have established an account, you can create a password for it. A password must contain a minimum of 6 characters. It can be changed whenever you wish.
    It is not necessary to have a password. However, you might want to password-protect your account if your computer is shared with other people. While a password won't prevent backups, it will prevent anyone else using your account from retrieving anything you have backed up.
    While it is not necessary to have a password, once you have established an account, you can create a password for it. A password must contain a minimum of six (6) characters. It can be changed whenever you wish.
    Note: Most people do not use an account password, and some companies do not even enable this feature for their users.
    To create a password or to change one: From the menu bar, select Options | Security | Change Account Password. After your password has been transmitted to the Data Center, you should print your account information as described in the next paragraph.
    In order to see an existing password, it is necessary to print the account information. However, you need to know the account password in order to print, so print the information while the password is fresh in your mind and store the printout in a safe place. From the menu bar, select Options | Security | View Encryption Key | Print.

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  • How do I request my account information?
    If you have forgotten your Account Number and/or Data Encryption Key and do not have access to your account, you will have to ask the Connected Small Business Service administrator at your organization to access this information for you.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.


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Account/Community Options
  • How do I uninstall the Connected DataProtector software?
    Confirm that the Connected DataProtector software is closed. Then select Start | Settings | Control Panel | Add/Remove Programs | Connected (remove only) | Add/Remove | OK | OK.
    Your version of Windows may vary slightly, but you should be able to approximate these instructions.
    Note: If you attempt to remove the software by deleting it (Recycle Bin), the software will not be completely uninstalled. However, after you uninstall it according to the directions above, some files or folders may remain. It is all right to delete those; they are no longer needed.

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  • How do I reinstall the Connected DataProtector software?

    • Get the Connected DataProtector software for reinstalling : click here to download.
    Note: Be sure to check the box on the registration screen to indicate that you already have an account. This will prevent the accidental opening of a new account. The software will then guide you through the recovery process. (You will need your Account Number.)

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  • How do I move/restore/reinstall an account to a new PC or hard disk?

    • What you will need: Account Number, Encryption Key, Password (if there is one), and the current release of the backup software. See Account Information.
    Download the reinstall executable of the Connected DataProtector software.
    Save the download to your hard disk and remember where you save it.
    When you are ready to restore your account, run the downloaded program by double-clicking on it.
    When you run the software, be sure to check the box on the registration screen to indicate that you already have an account. This will prevent accidental opening of a new account. The software will then guide you through the recovery process.
    Follow the on-screen prompts to enter your account number, then your encryption key.
    When prompted for a password, unless you specifically remember placing a password on your account, leave it blank.
    When you click Finish, the software will connect to a data center and download several files that contain information about your account. That completes the account recovery process.

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  • How do I cancel my Connected DataProtector account?

    • To cancel a data protection account in your Small Business subscription service community:
    Look up the account in Support Center.
    Select the radio button Cancelled (or select Change Status from the Tools menu). (Optional) Choose a status message from the drop-down menu. This message will be displayed to the user of the account if he or she tries to use the account after it has been cancelled.
    In the text box, enter a justification (reason) for canceling the account. Click the Change Status Now button. For more information, see Support Center Administration Help.

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  • How do I cancel my Small Business subscription service community?
    To cancel your Small Business Service Community, which would cancel all your current accounts within your community, please go to the Small Business Community Cancellation Form. Please have your customer number and credit card number used to bill the community available.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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Backing Up Files
  • How often can I do a backup?

    • You may back up your data as often as you like, as long as your computer is turned on and connected to the Internet. The easy-to-use Connected DataProtector Backup Wizard lets you set days and times for your backup to automatically happen.

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  • How can I tell what files are being backed up?

    • Your Connected DataProtector Agent will automatically detect and backup your data and system files that are located anywhere on your hard disk to ensure full-system backup and recovery. Data files are files that you create, such as documents, spreadsheets, and preferences that you defined in software that you use. A total of 10GB (system and data files) per individual PC account may be protected. Temporary files, Internet cache, streaming media are automatically excluded.

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  • How can I confirm backups are taking place?

    • The easiest way to confirm that your backups are taking place is to check the logs. Here's how:
    Open the Connected DataProtector software.
    Click the Log tab.
    Highlight the log for any session that you want and then click the View Details button (bottom of window).
    Each log lists every file that was marked as needing to be backed up, and ends with a summary of the backup session.

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  • How can I view the files that were backed up?

    • The easiest way to determine what files were backed up is to check the logs. Here's how:
    Open the Connected DataProtector software.
    Click the Log tab.
    Highlight the log for any session that you want and then click the View Details button (bottom of window).
    Each log lists every file that was marked as needing to be backed up, and ends with a summary of the backup session.

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  • What can and cannot be backed up?

    • The Connected DataProtector service is intended to protect your critical data files, not the commercial software that you install from disk or CD. If you were to have a system crash you would be better off re-installing your software so that essential information could be written back into the Windows registry database that is part of your operating system.
    We recommend that you do not back up multimedia files. Their size and sheer volume would make it costly and lengthy to restore via the Internet. Although you could order a CD of your backups, it is generally cost-prohibitive, possibly costing several hundred dollars.

    The Small Business subscription service versions of the software are not configured to recognize network drives.

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  • What is the file retention policy?

    • The most recent 10 versions of each file backed up are retained on the Connected Data Centers for 90 days.
    Files you delete from your computer are retained on the Data Centers for 90 days.
    Files you deselect from your backup set are retained on the Data Centers for 7 days.

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  • How do I select/deselect files in Backup View?

    • See the How-to video, or follow these instructions: When you click the Backup View tab, a scan of your hard disk is initiated. Upon completion, a list of files needing backup is displayed. To deselect files:
    • Click the box in front of a file name.
    • A red X will be displayed.
    • The file will then be removed from the backup list.
      If you want to add files:
    • Change the display to show a directory tree that you can browse. The button for this is in the window on the left; click Explore to pick files.
    • To select/deselect, click the box in front of a file name. In some editions of the software, you will also be able to click on an entire folder to include/exclude everything in it.
    • A green check indicates the file is selected for backup, while a red X indicates the file is NOT selected for backup.


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  • How do I use "Find" to locate a particular file?

    • Using the Find feature is a fast and easy way to locate a specific file. You can use Find in Backup View and Retrieve View. 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, or you don't want to bother typing. There's only one rule: Don't use two or more asterisks 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 recycle 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.

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  • What does this message in the Log mean: "0 Files backed up"?

    • There are several circumstances that may prevent files from being backed up:
    You cancelled the backup. Normal backups will resume without error.
    You ran a second backup immediately after another backup, so there were no changed files.
    Files needing backup were open. Close all files that you want backed up.
    File selection method is set to Manual. You need to reset it—we recommend Automatic. You can leave it in Manual if you intend to select all the files that should be included in your backup group, but don’t forget to select the files. (Only applies to the Premium Data Backup Service plans.)
    Insufficient resources on your computer, such as not enough free hard disk space, not enough available RAM, too small a page file, open files, or numerous background processes.
    An outbound connection to the Internet could not be made. See Connections. Also, confirm that your connection setting in the software is correctly set for the way you connect, either Dial-Up Networking (Modem) or Direct Connection. AOL is an example of a Direct Connection because the connection is already open when you go to back up. (Connection Settings are under Options, on the menu bar.)
    Backup Schedule is set to 'Backup On Connection To Network' and there were no changed files since your last backup. No action required; backups will resume normally when there are changed files.
    The Connected DataProtector software is installed in the same folder with the files you are trying to back up. Application programs, such as the backup software, should always be installed in a folder of their own, not mingled with files from other programs.
    A synchronization error occurred, in which case the details of the log would show a Diagnostic with reference to 'Base hash count.' (Contact Support via a Support Request.)

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  • How can files be deleted from storage?

    • File management is automatic. Connected Corporation maintains the following data retention settings on our Data Centers for Subscription Service Customers:
    • 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 de-selected from your backup set will be deleted after 7 days.


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  • Where is my data is stored?

    • When an account is opened, it is assigned to a mirrored pair of Data Centers that are geographically separate. Since the Data Centers are identical, backups and restores can be made to or from either one of them. The software automatically handles the connection for you. The redundancy of a mirrored pair increases the security of stored data. Additionally, the Data Centers are themselves backed up. Further, duplication permits maintenance to be performed without interrupting the service.

    An illustration of how Data Centers are organized can be seen in the Connected DataProtector software's Help file, under Contents | Welcome | Overview.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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Retrieving Files

Retrieving Files with the Connected DataProtector software

  • How can I retrieve a file I backed up?
    •
    • Click on the Retrieve View tab in the Connected DataProtector software on your PC.
    • Click on the "Retrieve Options" button at the bottom of the page.
    • Choose which files, and from what time frame you would like those files.
    • Click the box next to the file you want, and then click "Retrieve Now."
    • You will be prompted to rename the file so it does not have the same name as another file on your PC; then the file will be retrieved.
    To locate a specific file, use the Find feature. You can access Find by clicking the magnifying glass icon in the upper right of the screen, or from the menu bar by clicking Operations | Find or with the key combination Ctrl+F. Click here for our file retention policy.

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  • Why can't I see a file that I backed up a while ago?

    • Retrieve View defaults to displaying the most recent version of your files. To see older versions, click "Retrieve Options" (bottom of 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'; then use the Find feature. You can access Find by clicking the magnifying glass icon in the upper right of the screen, or from the menu bar by clicking Operations | Find or with the key combination Ctrl+F.

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Retrieving Files with MyRoam/web restore

  • How do I use MyRoam to retrieve files?

    • You can retrieve your backup files from any computer that has Windows installed. Use Microsoft Internet Explorer to go to: MyRoam
    • To log in, enter your Account Number and then your Account Password, if you have one. If you do not have an account password, then enter Account Number and your Encryption Key.
    • To select files:
    • Click the box in front of the file(s) that you want to retrieve.
    • Complete your selections.
    • Click "Prepare Selected Files for Download."
    • After the file preparation process is finished, you may add more selections or go directly to the Download Files tab.
    • On the Download Files page, click "Here" next to each file that you want to download.
    EXCEPTION: If the file is a graphic, when you click "Here" the file will open. To download a graphic file, right-click "Here" and choose "Save target as…"
    Note: Be prepared with your account information before you go to use the web restore feature. For directions, go to Account Information.

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  • Why don’t I see my latest backup with MyRoam/web restore?

    • The list of your backups that iRoam receives from the Data Center remains on MyRoam for 24 hours. So, if you log in within 24 hours of your last login, you will see the same list of files that you saw the previous time. If you backed up during that period, you last backup won't be displayed.
    For retrieval of files that were backed up within the 24-hour time frame, use the Connected DataProtector software if possible.

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Retrieving Files from CD

  • What's on a CD and how do I use it?

    • When you order a CD 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 dates.
    Also on the CD is a copy of the Connected DataProtector software. You can run the Connected DataProtector software from the CD or reinstall the software on your computer. Written instructions are included with every CD order.


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  • How do I order a CD of my backups?

    • There are three ways to order a CD of your backups:
    1. Contact the Iron Mountain Small Business subscription service administrator at your organization who can order CDs through Support Center. For more information on ordering CDs, visit Support Center Administration Help.
    2. If you have the Connected DataProtector software up and running, use it to order an account CD:
    3. From the menu bar, select Operations | Order CD. Select a shipping method.
      Fill in the shipping label with a street address (no P.O. boxes) then click OK. Read the order confirmation message then click OK to transmit the order. Optional: Click on the Log tab to view the log showing your CD order.
    Note: The number of CDs required to hold all your backups may affect the cost of your order. See the next section.

    If your computer is out of commission or you do not have the Connected DataProtector software installed on your system, or you prefer to order through Support, complete a Support Request. You will receive a copy of all files associated with your account number. We are not able to offer selected files or dates.

    Also on the CD is a copy of the Connected DataProtector software. You can run the software from the CD or reinstall the software on your computer. Written instructions are included with every CD order.

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  • What are the charges for CDs?
    •
    $24.95 USD for a set of 3 CDs, plus shipping and handling: see chart below. If more CDs are required to hold your total backups, there is a charge of $20 USD for each additional CD. Shipping and handling is a flat rate, regardless of the number of CDs in your order.
    CDs, per order*:
    1-3 CDs, $24.95 set
    4-up, $20 each
    S&H, per order*:
    Ground - $4
    2nd Business Day Air - $11
    Next Business Day Air - $20

    *Shipping charges for continental U.S. orders only. For Shipping outside the continental U.S., please submit a Support Request. All pricing in USD.
    Each CD holds approximately 650MB of compressed data. To estimate the number of CDs needed to hold your account backups, submit a Support Request.
    Note: It is not possible to selectively include specified files on a CD. A CD order includes all the files that are stored at the Data Center for your account number. Prices are subject to change without notice.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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Heal Functionality
  • What is PC Healing?

    • The Heal feature is a powerful capability designed to repair damaged configurations quickly and easily, by rolling back your system to the "last known good" configuration, without laboring to diagnose the specific cause of the failure.
    Examples of problems readily solved by Heal include:
    • A new application was installed on a PC, causing other applications not to work correctly. Perhaps the cause is over-writing of a necessary DLL or device driver, an incorrect registry setting, or a virus. The Heal feature can be used to restore the PC to a correct operating state prior to installation of the defective application.
    • A user has made modifications to the system by incorrectly configuring the mail, printing, or file sharing options. The Heal feature can be used to restore the configuration to its correct state prior to the user's changes.
    • The hard disk on the computer has failed and is replaced by a new one. The new hard disk has Windows installed, but all the applications, data files, preferences, and configuration choices need to be restored. The Heal feature can restore the new disk to have identical contents to the old one.


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  • How does Heal work?

    • The Heal feature works by comparing the current incorrect system state against an earlier correct state, saved at the time of a previous backup. Depending on the options selected, it can restore all files and folders to their prior state, including operating system files, applications, DLLs, .ini files, device drivers, templates, and data files. It can also restore the Windows registry to its previous state. In most cases, this is a quick procedure because it is not necessary to bring every disk file onto the system; only the files that have changed need to be reinstalled. The Heal process performs the analysis to determine which files are wrong, and makes only the changes needed to restore the PC to a previously backed-up state.

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  • How do I Heal my PC back to a working configuration?

    • Open the Connected Backup/PC agent, click the Heal tab, start the Heal Wizard, and select a date that has a green light in front of it. Please see the DataProtector online help for more details by clicking on Help | Contents and Index.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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Billing
  • How and when do I pay the subscription fee?

    • We accept payment by credit card only. The billing information is requested upon the request for the service. You will be billed monthly on the anniversary of your start date. So, if you chose to start the service on the 15th of the month, that's when you will be billed each month.
    All new accounts will be charged a non-refundable, $50.00 (U.S.) set-up and origination fee*. Service charges will be incurred monthly, in arrears, to a single credit card, based on actual number of individual accounts deployed as of the billing date. An email will be forwarded at the time the credit card is charged, providing detail on the charges. In addition, customers may obtain more detailed information via Support Center.
    NOTE: A minimum monthly charge of $89.75 for five (5) seats will be incurred for every small-business customer, even if actual seats deployed for that month are fewer than five (5).
    *Set-up and origination fee will not be deducted from subsequent bills.

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  • What if I need a receipt?

    • Your monthly credit card statement is your receipt of charges. It will contain a transaction for each charge from Connected Corporation. Connected Corporation charges the card according to the billing information provided when signing up.

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  • When is the last charge made on a cancelled account?

    • Charges cease immediately upon cancellation of an account. You will not receive any charges after your account has been cancelled.

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  • How do I update billing information?

    • To update your Small Business Service community billing information Update Billing Information.

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  • How do I get my billing questions answered?

    • Complete a Billing Inquiry.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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Support Center Administration Help
  • How do I find an individual account (search)?

    • To locate the account you want to manage, use the Account Search function, as follows. Click the word "Accounts" at the top of the navigation tree.
    To do a quick search, type a search term in the box and click Search. Or, click Advanced Search for a more complex search. In both the basic and Advanced Search windows, you can use the percent sign (%) as a wild-card character. This symbol matches one or more characters, so for example, the search term re%d would match red, read, or reserved.
      Basic Search
      In the Basic Search box, you may enter a last name (or part of a last name), and email address (or part of it), or an account number. If you chose to search for an account number, you must enter the full number; you cannot search on part of the number, nor can you use the wild-card character in an account number search.
      Note: If you enter a name or email address in the Basic Search box, Support Center will only return active ("in use") accounts. If you wish to search for accounts that are On Hold or Canceled, you must use Advanced Search.
      However, if you enter an account number in the Basic Search, all individual accounts are searched regardless of status.

      Advanced Search
      The Advanced Search window allows you to specify a field to search on. You may also specify a second field to narrow your search further. Unlike the Basic Search window, which only searches the name, email address, and account number fields, the Advanced Search window offers you the opportunity to search on several other fields. You can also use the "with status" drop-down to search accounts with a specific status.


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  • How do I cancel an account?

    • Look up the account you want to cancel (Finding an account) and then click the Account Status.
    Select the radio button Canceled (or select Change Status from the Tools menu).
    (Optional) Choose a status message from the drop-down menu. This message will be displayed to the user of the account if he or she tries to use the account after it has been cancelled.
    In the text box, enter a justification (reason) for canceling the account. Click the Change Status Now button.

    Note: To cancel your entire Small Business subscription service community, which would cancel all your current accounts within your community, please go to the Cancellation Form. Please have your customer number and credit card number used to bill the community available.

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  • How do I order a CD?

    • Look up the account you want to order CDs for (Finding an account) and then select Order a CD from the Tools menu. (Optional) Click the Calculate button to calculate how many discs will be required to make a CD archive of the account's data. This will assist in determining the price of the CD order.
    The Shipping Label fields are already filled in with the user's address information from the Data Center's records. If desired, you can change any of this information. Select a shipping method from the drop-down box. (Note: if the CD is being shipped to a post office box, Ground shipping must be used.)
    Click the Submit CD Order button.

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  • How do I view account activity?

    • To view an account's activity history, locate the account (Finding an account) and then select "Activity" from the "Account History" menu. By default, activity from the last 30 days is displayed. You can change the number of days, or change the base date.
      Summary of the Account View
      The following section summarizes the features that are available from the Account View.

      Account Summary
      The Account Summary pages show general information about the account. Some types of information may appear as links; you can click any one of these links to change that information (for example, click the "Account Status" link to change the account's status).

      Status menu
      The Status menu allows you to view a variety of information about the account. The Status menu contains the following items:
      Summary - takes you to the Account Summary page, described above. This is the page that displays by default when you first select an account. User Info - allows you to view and change information about the user to whom this account is assigned, including the user's name, address, and email information. Software Profile - allows you to view information about the Connect Backup/PC Agent configuration on the user's system, including the version of the Agent that is running, the features enabled, the operating system in use, and so forth.

      Tools menu
      The Tools menu allows access to the various tools and functions you can use on the individual account.
      Note: Based on your Support Center permission set, some of these options may not be available to you.
      Disclose Encryption Key - allows you to view the account's encryption key
      Set Password - allows you to set or change the Account Password
      Order a CD - allows you to order a CD-ROM archive of the account's files
      Change Status - allows you to change the account's status (this is the same as clicking the "Account Status" link on the Account Summary page)

      Account History menu
      The Account History menu allows you to view the history of the accounts activity and status changes.
      Activity - view the account's activity history, e.g., backups and retrievals
      Changes - view changes that have been made to the account, e.g., change in account status, change of user information, etc.
                    > Log in to Support Center
    IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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Privacy and HIPAA

The Connected DataProtector software sends and stores data in an encrypted, archived format that is not accessible to users who do not possess the encryption key and password for the account that backed up the data. We employ strict policies on releasing this secure information.
No software is HIPAA compliant. Iron Mountain makes their software as secure as possible by allowing the ability to password protect your Agents (Connected DataProtector client software), keeping audit trails of activity, and having industry-leading security standards. It is the responsibility of the customer to ensure that proper security is installed and used by the end user.
If a subpoena is issued, Iron Mountain's attorney's will review the subpoena. If Iron Mountain’s legal team determines it is valid, data will be supplied on a CD/DVD encrypted. Instructions and a decryption key will be provided.
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request.

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