Data Backup by Support.com Frequently Asked Questions

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Still have questions? Call Support.com at 1-800-PC-SUPPORT (1-800-727-8776). Our Personal Technology Experts are looking forward to helping you with your technology and to help secure your most important data.

General Topics
What is Data Backup by Support.com?
What is continuous backup?
How do I change my backup settings?
I just created a new file on my computer. How do I back it up?
How can I limit backup activity during certain hours?
How can I check backup status on my computer?
How do I restore a backed up folder to my computer?
Some of my files are not accessible when my computer is offline.
What is Quota?
Using Data Backup by Support.com Online
What is my Dashboard?
How do I share files with others?
Can I share a file with someone who does not use Data Backup ?
How can I manage public links?
How does Data Backup versioning work?
How do I retrieve a previous version of a file?
Data Backup by Support.com on your mobile phone
What phones are supported for mobile access?
Does Data Backup by Support.com backup my phone data?
iPhone and Data Backup by Support.com
Blackberry and Android support on Data Backup by Support.com
How do I use Data Backup by Support.com from other types of mobile phones?


What is Data Backup by Support.com?

Data Backup by Support.com secures Mac and PC files with backups in the cloud. If your computer ever crashes or is infected by a virus, the files you have backed up will remain safe and can be easily recovered.

With Data Backup by Support.com, you’ll also have data access. This allows you to view your backed up files from any mobile phone or computer with Internet access.

What is continuous backup?

You decide which files and folders you want backed up by updating your program settings. Data Backup by Support.com will continuously monitor this folder for additions, deletions or changes and back them up automatically whenever a change occurs.

How do I change my backup settings?

To choose files you want to back up or change your backup settings, follow the instructions below:

On PC:
  1. Double click the Data Backup by Support.com icon in your system tray and the Data Backup software will open.
  2. Select the "Settings" button. The "Backup Folders" tab is open by defaultand the folders you have selected for backup will be displayed along with their status.
  3. Click on the "Manage Folders" button at the bottom to add more folders. This opens the Backup Configuration window.
  4. Select or deselect any folder or file by clicking the corresponding check box box (the file size will be listed in parenthesis). In the column to the right, you may choose to include all file types or only certain ones.
  5. Click the "Finish" button.
On Mac:
  1. Double click the Data Backup by Support.com icon in the Mac menu bar and the Data Backup Support.com software will open.
  2. Select the "Settings" button. The "Backup Folders" tab is open by default and the folders you have selected for backup will be displayed along with their status.
  3. To add more folders, simply click on the "Manage Folders" button at the bottom. This opens the Backup Configuration window.
  4. Select or deselect any folder or file by checking the corresponding checkbox (the file size will be listed in parenthesis). In the column to the right, you may choose to include all file types or only certain ones.
  5. Click the "Finish" button to complete.

I just created a new file on my computer. How do I back it up?

Follow the instructions under “How do I change my backup settings?” to make sure the new file you created has been selected for backup. If you placed the new file under a designated backup folder, it will automatically get backed up. Once you select it, any changes you make will be automatically updated in the cloud.

How can I limit backup activity during certain hours?

The PC and Mac agents both have “Speed Control” which lets you control how much internet bandwidth the agent uses.

How can I check backup status on my computer?

The PC and Mac agents both have “Backup Status” screens which will show you the current backup activity.

How do I restore a backed up folder to my computer?

Login to your Data Backup account online at http://www.backup.support.com. From the "Computers" tab, navigate to the content you need to restore.   Then select the "Restore" command.

Some of my files are not accessible when my computer is offline.

Only backed up files are accessible when the computer is offline. Please make sure that the file types you want to access while the computer is offline are included in your backup selection.

What is Quota?

Quota is the amount of storage you have available in your Data Backup by Support.com account. If your backed up files take up more space than your quota allows, you will need to de-select files or folders to fit within your quota or upgrade your account. Call 1-800-PC-Support (1-800-727-8776) to upgrade.


Using Data Backup Online


What is my Dashboard?

The dashboard is the first thing you see when you log into Data Backup by Support.com. It displays the most recent file activity and all your notifications in one place. The dashboard also allows you to view, send or take other actions on a file with a single click.

How do I share files with others?

Data Backup by Support.com enables you to create web links to point to backed up files. For security purposes, web links may be password-protected and be time limited. Web links can be sent by email and provide access from either a computer with an Internet connection or a mobile phone.

Can I share a file with someone who does not use Data Backup by Support.com?

Yes, you can share files and folders with anyone using the public link function. Select the file or folder and select “public link”.

How can I manage public links?

In the Settings | Public Links section you view and manage all public links.

How does Data Backup by Support.com versioning work?

Data Backup saves changes to your files as they occur as long as on the agent is online and connected to the Data Backup service. Each change is saved as a new version of the file. Data Backup saves the hourly backups for the past 24 hours, daily backups for the past week, weekly backups for the past month and monthly backups for 3 months. Files and folders that are deleted may be found in the “previous versions” history.

How do I retrieve a previous version of a file?

In the Computers tab navigate to the file and select the “previous versions” command. You may also find the file first using search. Version history is available for all files on your computer backup.

Data Backup On Your Mobile Phone


What phones are supported for mobile access?

Data Backup by Support.com can be used with any cell phone with a browser and a functioning data plan. Note that data charges are not covered by the Support.com plans and will be charged to your phone plan.

Does Data Backup by Support.com backup my phone data?

No, not directly. However, any phone data that is sync'ed to your computer can be selected for backup by Data Backup by Support.com -- simply select the computer folder containing the sync'ed data and include it in your folders to be backed up.

iPhone and Data Backup

For the iPhone (and iPod Touch), Support.com has a free application available from the “App Store”. You can find the application by searching for “Support.com” in the App Store.

Blackberry and Android support on Data Backup

Using a Blackberry or Android phone? No problem. Just log in to Data Backup at https://www.backup.support.com using your phone's internet browser. You'll see a link to download the Data Backup application for your phone.

How do I use Data Backup by Support.com from other types of mobile phone?

Using Data Backup on your mobile phone is accomplished through the phone's web browser. Data Backup has been optimized to make it easy to use with limited screen real estate and a wireless data connection. Go to https://www.backup.support.com from your phone browser and enter your user name and password to login.Virtually all the great Data Backup features you're familiar with are also available on your mobile phone.

We strive to keep our service up to date with the latest phones. But if you experience problems getting the mobile site showing up correctly on your phone please contact us at 1-800-PC-SUPPORT (727-8776).

 
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