Autonomy Inc. USDT
 
Online user's guide
 
Small Business Users
Please select from the topics below to read more information:

 

Installation and Setup
 

Where do I get the Connected Backup/PC software for small businesses?
Download your Small Business subscription service Connected Backup/PC 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 Autonomy Small Business subscription service administrator at your organization so that you may register accounts. These codes enable you to log in to the Autonomy Data Center. You must use the registration login codes when prompted by the Connected Backup/PC 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 Autonomy 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 Backup/PC 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 Backup/PC 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 Backup/PC 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 Backup/PC account.

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

 
Connected Small Business Deployment Guide

Introduction

This guide is for those customers of Connected Small-Business Service who have received an email containing download, registration and support information. This instructional guide outlines the options available to you – and provides instructions for – deploying the DataProtector Agent on each machine that will be using the Service. If you have not subscribed to the Connected Small Business Service, please do so before continuing with the instructions below.

What You Received

The following items will be electronically forwarded to you from Connected fulfillment upon successful validation of your company’s credit card.

  • Community Registration Codes, password and technician ID
  • Welcome letter email containing:
    • Technician Login and password
    • Web address for Connected Help
    • How to get technical support (free web help and email) information
    • Portal account number – for billing reference
    • Location of FAQs
    • Support Center Information

The Setup executable you will download is a self-executing program that will install the DataProtector Agent on a user’s machine and walk the user through the process of installation and their first backup*.
 

*Note: Not intended for servers or multimedia. The ability to deselect files is enabled with this service plan. Improper use of this function could result in users deselecting files required for Heal.

Deployment Options

The DataProtector Agent can be deployed to your user (individual accounts) in any of the following ways:

  • Email – (Connected’s recommended method) The Setup/DataProtector Agent is light enough to be attached to an email and broadcast throughout your company. Average size of the Agent is 3MB. The Setup should be copied/saved from the email to the local PC and executed locally. For companies with strict email security, we recommend using WinZip to zip up and forward the executable.
  • CD – Save the Setup/Agent to CD. The CD can be used for on-the-spot deployments to PCs. Simply copy the Setup from the CD to the target PC and run the setup locally.
  • Shared Drive – Save the Setup/Agent to a shared drive to which your company members have access. The Setup should be copied to the local PC and executed from the user’s PC.

DataProtector Agent Installation Instructions

The follow instructions should be followed closely by those who wish to install the Connected DataProtector Agent successfully.

1. Double click to open the Setup.
2. Click “Install.”
“Registering Agent” will appear.
3. Choose “Run.”
4. View the ReadMe file
5. Follow the default settings:

  • Choose “Registering New Account.”
  • Note your registration number and your registration password (you may print screen).
  • Fill in your name and corporate information.
  • *IMPORTANT* – Enter a data Encryption key, as this is your password to unlocking your data. It is critical not to lose/forget your encryption keys.
  • Choose the appropriate firewall protection – Connected operates on port 16384. This port must be open to communicate with the Data Center. (Please refer to the section on firewalls).
    • The software will test the connection to make sure that the Agent can contact the Data Center Server.
    • See “Overview” section below for firewall details***.
  • Click “Finish” - Connected will register the account on the Data Center Server.
  • Print out Account Information.
  • For maximum backup efficiency, leave the backup “Scheduler” default setting as is.
  • Click “Next.”
  • The Agent defaults to backing up your entire disk. This process time varies depending on your connection to the Internet.

You are now ready to complete your initial backup. It is not unusual for an initial backup to take several hours. We recommend you initiate this backup in the evening to run overnight. Each backup thereafter will generally take a few minutes.

  • The Agent will initiate. Click “Backup Now” at the bottom of the window.

Configuring the Connected Service with an Internet Firewall

Overview
A Connected DataProtector Agent communicates with the Connected Secure Operations Center using the standard TCP/IP protocol.

Connections are initiated from the backup clients inside the firewall. Connections are NEVER initiated from the outside.

The program can work with all types of firewalls, including packet-filtering, circuit-filtering, SOCKS-compliant Proxy or Mapped Proxy firewalls. For most firewalls, some configuration of the firewall by the firewall administrator is needed. If your network requires explicit connection to the firewall to initiate outgoing connections, the backup software must be configured for your firewall

The requirements for running Connected Small-Business Service are consistent with security best-practices. They do not create an opening for incoming connections, and outgoing connections can be limited to specific ports at specific known IP addresses. As an added security measure, all data is 128-bit or DES-encrypted before leaving the PC; it remains encrypted though transmission, and is stored encrypted at the Connected Secure Data Centers.

The following additional information is useful to a firewall administrator for configuring a firewall to permit outgoing connections to the Backup servers.

Protocols
TCP/IP is used. There is no use of UDP or ICMP.

Server Subnets
Each user's DataProtector Agent software connects to a primary and an alternate server in order to provide high availability. Currently, all servers reside in the subnet 12.159.133.0-63 (also expressed as 12.159.133.0/26) and in the subnet 66.151.228.0-255 (also expressed as 66.151.228.0/24). The DataProtector software must have access to both of these subnets. Should these addresses change in the future, notice will be given to allow firewall changes and the DataProtector software can be automatically updated with the new addresses.

Port Numbers
All Connected servers listen for client requests on a well-known port number: 16384. An Agent always establishes a TCP/IP session with port 16384 on the server.

DNS
The Connected DataProtector Agent connects to a server using the server's IP address, not its name. Therefore, name resolution and access to a name server are not required.

Registration vs. Subsequent Connections
The Connected DataProtector Agent is configured to connect to one of a pair of registration server addresses (primary and alternate) when it is used for the first time. The registration process assigns a server address pair (primary and alternate) for all subsequent uses.

SOCKS-Compliant Proxy Servers
The Connected DataProtector Agent software can be configured to connect out through a SOCKS proxy server. The IP address (or the DNS) of the proxy server and the port number on which it listens for connections must be known in order to configure the backup software. SOCKS is designed to allow outgoing connections and responses back to those connections, but to prevent other incoming packets. This is consistent with Connected Service. If your SOCKS proxy server has been set up with additional restrictions on outgoing connections, it is necessary to include Connected subnets in the permitted destinations.

When prompted by the Agent setup program to select a Firewall option, select the, "Use SOCKS proxy firewall" radio button and enter your proxy server information. (Note: The default setting for SOCKS TCP Port is 1080.)

Other Proxy Firewalls
In order for the Connected Agent software to be used with an application-based proxy firewall server, the firewall must be set to permit outbound TCP connections for a generic application. Mapped firewalls require a separate port on the firewall for each different destination address.

The IP addresses that must be mapped will appear when you attempt to run the client software, or can be seen by selecting Options/Connection.../Firewall in the client software. The destination port number is always 16384. The firewall administrator may choose any available port numbers on the firewall. Finally, the Agent must be configured with the IP address or the DNS of the firewall and the firewall port numbers that were chosen.

When prompted by the DataProtector Agent to select a Firewall option, select the, "Use proxy firewall server(s)" radio button. Then enter the firewall mapping that was configured on your firewall: Enter the IP Address or DNS of your firewall into the "Firewall IP address" field for both Secure Data Centers. Enter the port numbers chosen by the firewall administrator.

Packet filtering firewalls
The following is a summary of 'rules' that must be applied to the firewall software or hardware in order to enable Connected's client-server protocol. (All the rules are described from the 'firewall's point of view.')

1. Permit TCP/IP outbound to port 16384 to subnets 12.159.133.0-63 (12.159.133.0/26) and 66.151.228.0-255 (66.151.228.0/24).

2. If your firewall requires you to explicitly permit the response packets to come back, do so by permitting TCP/IP inbound to ports 1024-5000 from the subnets listed above, for an already-established connection. It is NOT necessary to permit a connection originating from outside the firewall.

3. We do not utilize UDP or ICMP.

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

 

Internet Connections

 

Modem, Cable, DSL, LAN Connections
Each type of connection has its own characteristics. When our software is first installed it will identify the type of connection that you have and auto-configure itself to use it. If you have more than one connection, you can specify which one the software should use.

Standard modems have been in use for a long time and are consistently reliable. They open and close a connection as needed, using a dialer, unlike other methods of connecting. Our software supports the standard Windows Dial-Up-Networking for these modems.

Cable modems have certain limitations that could affect your connectivity. For example:

Cable service can be either one-way or two-way, depending on the provider. One-way service relies on an analog modem and phone line for uploads. This limits upload speed to 33.3 Kbps. The more people on a node, the slower each connection could be.

Service providers can tie a specific data rate or percentage of total bandwidth to each user. Providers do move bandwidth around among users selectively.

Since most users don't need constant-megabit-per-second connections — they need high speeds for loading a Web page but not for viewing it — cable operators will take advantage of this burst of usage and divide bandwidth among multiple users.

DSL service comes in several flavors, with varying throughput rates, technical limitations, and prices.

Speed: The most common form for businesses and home users — the one we refer to simply as DSL — is asymmetric DSL, or ADSL, which supports peak downstream speeds of 144 Kbps to 2.2 Mbps but upstream rates only from 90 Kbps to 640 Kbps. Your backups will run at the upstream rate.

Distance: The line's performance degrades with distance from the central office. All else being equal, users 5,000 feet from the central office will get better throughput than those 15,000 feet away. Beyond 18,000 feet service is generally unavailable.

ISP: One advantage of ADSL service is a dedicated connection that won't degrade as more users in your area sign on (as cable will). Still, performance not only varies depending on how far you are from the central office but also on the efficiency of your ISP's network. Even the fastest DSL connections can't cure bottlenecks at an ISP, such as slowdowns during peak hours.

Generally, DSL upload transmission speed is rated at an average of 256K. Therefore, a data stream of 100MB would upload in 54.50 minutes.

LAN connections, including DSL and cable, provide a continuously open channel to the Internet. Like DSL and cable, LANs do not necessarily assure a high rate of transmission. You still have to go through an Internet gateway and through several routers, so the variables that create bottlenecks still exist and can affect throughput.

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AOL, Prodigy, CompuServe, Juno, and similar ISP connections
If you will be connecting to us via ISPs who provide their own dialer instead of using the standard Windows dialer, it will be necessary to open your Internet connection before running our software. You will not be able to use scheduled backups that run automatically, but all other features are unaffected.

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Transmission Times/Backup Tips
Some suggestions for successful backups:

Avoid peak hours. We recommend using automatic backups that are scheduled to run in the earliest morning hours, between midnight and dawn.

Close applications that aren't essential during the backup. There may be one or more background applications running at the same time. Use Windows Task Manager to check this.

Monitor several transmissions to see the speed at which your ISP has connected you. Bandwidth is not usually guaranteed and will vary with the amount of traffic at any given time. Try to backup when conditions are favorable.

Reduce the size of your backup sessions — at least until you complete an initial backup of everything that you want. It may be that your ISP's available capacity is being taxed by sheer volume or that your own network is.

Firewall Information
Firewalls can be implemented in several ways. If you have a firewall, you will need to configure it and/or the DataProtector software to allow inbound and outbound transmission. How you do that depends on the type of firewall that you have.

SOCKS proxy firewall: In the Connected Backup/PC software, provide your firewall's IP address and the port to use to connect to the firewall. That's it; you do not need to reconfigure your firewall.

Non-SOCKS-compliant firewall: You will need to configure both the Connected Backup/PC software and your firewall. Contact your firewall administrator for assistance. Read our detailed firewall information.

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Detailed Firewall Information: Overview
 

Detailed Firewall Information: Overview
The Connected Backup/PC software communicates with the Autonomy secure Data Centers using the standard TCP/IP protocol.

Connections are initiated from the backup software on your computer or inside the firewall. Connections are NEVER initiated from the outside.

The program can work with all types of firewalls, including packet-filtering, circuit-filtering, SOCKS-compliant Proxy or Mapped Proxy firewalls. For most firewalls, some configuration of the firewall is needed. If your network requires explicit connection to the firewall to initiate outgoing connections, the Connected Backup/PC software must be configured for your firewall. You can configure it yourself using our client software configuration tool.

The requirements for running Connected Backup/PC service are consistent with security best practices. They do not create an opening for incoming connections, and outgoing connections can be limited to specific ports at specific known IP addresses. As an added security measure, all data is Triple-DES encrypted before leaving your PC; it remains encrypted though transmission, and is stored encrypted at the Autonomy secure Data Centers.

The following information is useful for configuring a firewall to permit outgoing connections to the Autonomy Data Center servers.

Back to Detailed Firewall Information

Protocols
TCP/IP is used. There is no use of UDP or ICMP.

Back to Detailed Firewall Information

Server Subnets
Each user's Connected Backup/PC software connects to a primary and an alternate server in order to provide high availability. Currently, all servers reside in the subnet 216.229.146.0/24 and in the subnet 216.229.150.0/24. The Connected Backup/PC software must have access to both these subnets. Should these addresses change in the future, notice will be given to allow firewall changes and the Connected Backup/PC software can be automatically updated with the new addresses.

Back to Detailed Firewall Information

Port Numbers
All Connected servers listen for client requests on a well-known port number: 16384. The Connected Backup/PC software always establishes a TCP/IP session with port 16384 on the server.

Back to Detailed Firewall Information

DNS
The Connected Backup/PC software connects to a server using the server's IP address, not its name. Therefore, name resolution and access to a name server are not required.

Back to Detailed Firewall Information

Registration vs. subsequent connections
The Connected Backup/PC software is configured to connect to one of a pair of registration server addresses (primary and alternate) when it is used for the first time. The registration process assigns a server address pair (primary and alternate) for all subsequent uses.

Back to Detailed Firewall Information

SOCKS-Compliant Proxy Servers
The Connected Backup/PC software can be configured to connect out through a SOCKS proxy server. The IP address (or the DNS) of the proxy server and the port number on which it listens for connections must be known in order to configure the backup software. SOCKS is designed to allow outgoing connections and responses back to those connections, but to prevent other incoming packets. This is consistent with the Connected Backup/PC software. If your SOCKS proxy server has been set up with additional restrictions on outgoing connections, it is necessary to include Autonomy's subnets in the permitted destinations.

When prompted by the Connected Backup/PC setup program to select a Firewall option, select the, "Use SOCKS proxy firewall" radio button and enter your proxy server information.

Note: The default setting for SOCKS TCP Port is 1080.

Back to Detailed Firewall Information

Other Proxy Firewalls
In order for the Connected Backup/PC software to be used with an application-based proxy firewall server, the firewall must be set to permit outbound TCP connections for a generic application. Mapped firewalls require a separate port on the firewall for each different destination address.

The IP addresses that must be mapped will appear when you attempt to run the client software, or can be seen by selecting Options/Connection.../Firewall in the client software. The destination port number is always 16384. The firewall administrator may choose any available port numbers on the firewall. Finally, the Connected Backup/PC software must be configured with the IP address or the DNS of the firewall and the firewall port numbers that were chosen.

When prompted by the Connected Backup/PC software to select a Firewall option, select the, "Use proxy firewall server(s)" radio button. Then enter the firewall mapping that was configured on your firewall: Enter the IP Address or DNS of your firewall into the "Firewall IP address" field; for both Secure Data Centers enter the port numbers chosen by the firewall administrator.

Back to Detailed Firewall Information

Packet filtering firewalls
The following is a summary of rules that must be applied to the firewall software or hardware in order to enable Connected's client-server protocol. (All the rules are described from the 'firewall's point of view.')

Permit TCP/IP outbound to port 16384 to subnets 12.159.133.0-63 (12.159.133.0/26) and 66.151.228.0-255 (66.151.228.0/24).

If your firewall requires you to explicitly permit the response packets to come back, do so by permitting TCP/IP inbound to ports 1024-5000 from the subnets listed above, for an already-established connection. It is NOT necessary to permit a connection originating from outside the firewall.

We do not utilize UDP or ICMP.

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

 

 Automatic Backup, Easy File Retrieval: How Connected Backup/PC Works
  1. Install the Connected Backup/PC 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 Backup/PC does the rest. Your information will be available for easy retrieval, up to the last time you were online.

Automatic Backup
Connected Connected Backup/PC 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 Backup/PC 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 Backup/PC deploys a small software Agent to each protected computer to aid in the backup and retrieval of data. Download and installation of the Connected Backup/PC 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 Backup/PC 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 Backup/PC 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 Backup/PC 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 Backup/PC 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

 

Account Information

How can I tell what version I have
You can identify your version by opening the Connected Backup/PC 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 Backup/PC 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.

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.

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

 

Account/Community Options

How do I uninstall the Connected Backup/PC software?
Confirm that the Connected Backup/PC 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 Backup/PC software?
Get the Connected Backup/PC 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 Backup/PC 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 Backup/PC 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.

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

 

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 Backup/PCTM 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 Backup/PC 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 Backup/PC 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 Backup/PC 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 Backup/PC 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 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 Backup/PC 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 Backup/PC software's Help file, under Contents | Welcome | Overview.

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

 

How do I retrieve files?

Retrieving Files with the Connected Backup/PC software

How can I retrieve a file I backed up?
Click on the Retrieve View tab in the Connected Backup/PC 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

Using MyRoam/web restore 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 you may not see your 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 Backup/PC 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 Backup/PC software. You can run the Connected Backup/PC 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:

Contact the Autonomy 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.

If you have the Connected Backup/PC software up and running, use it to order an account CD:

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 Backup/PC 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 Backup/PC 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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CD Pricing, Shipping & Handling
$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.

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

 

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 .

 

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

 

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.

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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.

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> > Log in to Support Center

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

 

What about privacy and HIPAA?

The Connected Backup/PC 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. Autonomy makes their software as secure as possible by allowing the ability to password protect your Agents (Connected Backup/PC 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, Autonomy's attorney's will review the subpoena. If Autonomy''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 .