Frequently Asked Questions

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1 Frequently Asked Questions

2 Share Drive Frequently Asked Questions Table of Contents How do I change my password?... How do I reset my password if I forgot it?... How do I share files/folders with Groups or other Share Drive users in my Group?... How do I share files/folders with people who do not have a Share Drive account?... How can I tell if a file or folder is shared or private?... Can I rename or move a shared folder?... How do I unshare a folder?... How do I keep others from inviting people to my shared folder?... How do I change the owner of a shared folder?... How do I download a file from the web?... Pg.1 Pg.1 Pg.1 Pg.2 Pg.3 Pg.3 Pg.4 Pg.4 Pg.4 Pg.4 Can I download entire folders from the Share Drive website?... Pg.5 How do I locate a file that I uploaded but I do not remember where?... Pg.5 How can I recover a file I have deleted?... Why aren t the items in my Share Drive account not updating on my other devices?... What is syncing and collaboration and how do they work?... How do I recover previous versions of files?... What is a conflict case?... Why aren t certain files on one computer syncing to another?... Can I select which files to sync?... How do I change the folder that Share Drive is syncing with?... Pg.6 Pg.6 Pg.6 Pg.7 Pg.7 Pg.7 Pg.8 Pg.8 Share Drive is using a lot of my bandwidth to synchronize data. How can I limit this so I can continue to perform tasks during synchronization?... Pg.9 Can I have more than one Share Drive account on the same computer or device?... Pg.9 How do I uninstall the Share Drive desktop client?... Pg.9

3 How do I change my password? 1. Sign in to the Telesystem Share Drive website. 2. Click on your display name at the top, right hand corner of the page and then choose Personal. 3. Under the Password heading, enter your Current Password into the first field, then enter your New Password into the second field. Click on the show icon for the field you are typing in to view the text and confirm it is the password you want. 4. Click the Change password button. How do I reset my password if I forgot it? 1. Go to the Telesystem Share Drive sign in page. 2. Enter your username into the Username field. Then type password into the Password field. Click the Log in button. 3. The page will refresh and you will see a link that says Forgot your password? Reset it! Click this link to have a password reset sent to your configured address. 4. Check your for a message from Telesystem Share Drive 5. Open the and click the link which will take you to a page when you may enter a new password and then click the Reset password button. NOTE: If you do not have a valid address configured for your account or if you are unable to access that address, you must contact your group administrator to have your password reset. How do I share files/folders with Groups or other Share Drive users in my Group? 1. Log in to the Telesystem Share Drive web interface. 2. Mouse-over the file/folder you wish to share, and then select the Share option. 3. Continued on next page... Page 1

4 3. If you wish to share the data with your Share Drive Group, or an individual in your Share Drive Group, enter their name in the Share with users or groups field. As you begin to type their name, you will see a list of available users that match the criteria you are entering. Once you see the Group or User you wish to share with, click on their name to create a share. You may share the data with multiple users or groups but they must be added 1 at a time. 4. Once you have created the share, you may assign permissions on a per user/group basis. Check or uncheck the boxes based on the type of permission you would like to grant to each user. 5. Delete the share and remove access to the user/group by clicking the Trashcan icon to the right. How do I share files/folders with people who do not have a Share Drive account? 1. Log in to the Telesystem Share Drive web interface. 2. Mouse-over the file/folder you wish to share, and then select the Share option. 3. Check the box labled Share Link. 4. Continued on next page... Page 2

5 4. You will be presented with a link to the file/folder that you have just shared. This link can now be copied and pasted into an or other type of message and then conveyed to the intended recipients. Anyone who clicks on the link will be taken to a Telesystem Share Drive web interface that only provides access to the file or the files in that specific folder. You may also choose to Password protect the link which will require anyone who navigates to the link to enter a password you have set before they are granted access. You may also set an expiration date on the link. When this option is selected, the public link will no longer provide access to the data after the date selected. If you are sharing a folder by link, you may also Allow editing. When this is selected, users without Share Drive accounts can still upload and change the data in the folder you have shared. How can I tell if a file or folder is shared or private? Login to the Share Drive Web Interface and click on the shared with others and Shared by link options in the app pane on the left hand side of the page. Any files or folders displayed in the app view on the right are being shared. Any files or folders being shared will also have a Shared icon to the right of the folder/file name. Can I rename or move a shared folder? You can rename or move your shared folders just like you would any other folder on your hard drive or via the website. Even if you rename it, the folder will still remain shared. Changing the name of the shared folder or its location will not change its name or location in the Share Drive of other members. This is to avoid confusion by maintaining consistency among members of your shared folder. If you need to rename or move a shared folder for all members of that folder then you must un-share the folder first. Then rename or move the folder, then re-share it from its new location with the new name. Page 3

6 How do I unshare a folder? 1. Login to the Share Drive web interface. 2. Locate the item you want to stop sharing and click on where it says Shared to display the share settings. 3. To stop sharing with internal users/groups, click the trashcan icon next to the name of the user/group you no longer wish to have access to the file/folder. To stop sharing a link, uncheck the Share link box. This will remove access to the data for everyone using that link. How do I keep others from inviting people to my shared folder? 1. Login to the Share Drive web interface. 2. Locate the item you are sharing and click on where it says Shared to display the share settings. 3. For each user that you want to restrict access and prevent them from re-sharing your data uncheck the can share checkbox. NOTE: If you are sharing a file/folder by link, you cannot prevent the link from being re-shared. It is strongly recommended that you at least add a password to the link and provide that password in a different communication than the one you use to send the link out. How do I change the owner of a shared folder? Share Drive does not have support to transfer ownership of data. In this case the current owner should share the data out to the new owner. The new owner must download the data and then re-upload it to Share Drive and create new shares with users/groups. The old owner can then delete the shares they have on their account. How do I download a file from the web? From the Share Drive Web Interface, mouse-over the file you want to download and then click the download option. Depending on the browser configuration, you may be prompted to select a destination for the downloaded file or it may automatically be downloaded to your default download folder/directory. If you click on a file name and Share Drive does not able to open it natively, it will also initiate a download of the file. Continued on next page... Page 4

7 Windows users may also select multiple files by performing a mouse-over of each file and then placing a check in the box for each item they wish to download. Once all desired items are selected, click the Download option at the top of the screen. Share Drive will put all of the items into a Compressed (zipped) folder. The browser will then perform the download operation as mentioned above. Mac OS X users can perform this same download but due to the compression method in place third party software may be required to open or extract the contents of the Zipped Folder. It is recommended that these users download the items one at a time or through the compatible Mac OS X Desktop Sync Client. Can I download entire folders from the Share Drive website? Windows users may download entire folders by mousing-over a folder and then clicking on the Download option. Share Drive will create a Compressed (zipped) Folder for the download. Depending on your browser s configuration you may be prompted to select a destination to download the zip folder or it may automatically be downloaded to your default download folder/directory. Apple OS X users can download the same Compressed (zipped) Folder but due to the type of compression being used, third party software may be required in order to open the folder and extract the contents. It is recommended that you use the compatible Mac OS X Desktop Sync Client to retrieve folders from your Share Drive account, or download the items manually. Will the Desktop and Mobile Clients automatically update when new versions are available? At this time, the Mobile Apps (Android and ios) will receive their updates via their respective app stores (Google Play and App Store). In order to update the desktop client, users must go to the Telesystem website and access the Share Drive page to retrieve the new installation file for OS X and Windows then perform the installation. How do I locate a file that I uploaded but I do not remember where? From the Share Drive Web Interface, begin typing the name of the file or folder you are looking for in the search box immediately the left of your display name at the top of the page. As you type, Share Drive will automatically begin displaying results based on the characters you have typed in the search box. Once you have located your item from the results list, if it is a folder, you may click on the folder name to open it and then you can see the file path to access the folder at the top of the page. If it is an individual file, you can click on the file name in the search results to open/download it. Share Drive will also list the file path to that file just below the file name. Click the file path to navigate to the directory where the file resides. Page 5

8 How can I recover a file I have deleted? From the Share Drive Web Interface, click on the Deleted Files option at the bottom, left-hand corner of the page. The application view will now list all recently deleted items. Locate the item you wish to recover, mouse-over it, and then click the option. Why aren t the items in my Share Drive account not updating on my other devices? From the computer or device that you are creating and modifying files/folders on, ensure that the Share Drive Sync Client is running on the device and that you have the correct account in use. Apple OS X and Windows users should have an icon available in the Menu Bar and System Tray to view the status of the Share Drive Client. It is also recommended that you have the client set to Launch on System Startup. This option can be found by accessing the settings for the client and then navigating to the General tab. It is the first checkbox on the page. If you are continuing to have trouble, verify your network is allowing traffic through for the sync client, restart the computer, and try uninstalling and re-installing the client. Mobile device users (Android and ios) should ensure that they are making changes in the correct account. Go to Settings and then ensure that the desired account is selected at the top of the page if you have multiple accounts configured. If you are using the correct account and you are continuing to have trouble, check your mobile device settings for the Share Drive application and ensure that you are allowing it to synchronize over Cellular Data and that the app may refresh in the background. Be advised that these settings may cause you to incur additional charges from your mobile carrier. These changes are made at the user s discretion. Telesystem is not responsible for any charges from carriers What is syncing and collaboration and how do they work? To sync files between all of your computers, smartphones, and tablets, install the Telesystem Share Drive Application and login with the same username and password on each device. When you make changes to the data on one device, all other devices using Share Drive with the same credentials will automatically update so that new file or folder will be available anywhere you have Share Drive active. You can also sync files and folders with other people on other Share Drive accounts by using a shared folder. To do this, create a folder, use the Share Drive Web Interface and share the folder with a different Telesystem Share Drive user or group. Each person you have shared the folder with, who is also using the Telesystem Share Drive Applications will automatically have a copy of that folder and the files in it on their computer, tablet, or smartphone when the application updates. If you share a file or folder with one or more users and each person has the permission to edit, any changes they make to the file/folder will automatically replicate for every other person who is syncing the data which allows you all to collaborate on a document. NOTE: When collaborating, only one person may be accessing the file at a time. If two users are both editing the same shared file at the same time, Share Drive will create a conflict case which will produce two separate files. Each one will have different edits. Page 6

9 How do I recover previous versions of files? Share Drive keeps snapshots of all changes made to your files in your Share Drive using a portion of the available storage for your personal account. To revert or restore a previous version of a file, log in to the Share Drive Web Interface, mouse-over the file you wish to restore, click the option. A list of available versions will appear below. Select the version with the timestamp closest to the restore point you wish to use. Share Drive will replace the current file with the previous version selected. What is a conflict case? If two people change the same file at the same time, Share Drive won t try to merge the changes. Instead, it will save the original file as well as a second version which has the same name but is appended with a time stamp. By creating a conflict case, Share Drive ensures that all changes are preserved and nobody will overwrite another person s work. Conflict Cases can also occur when a file is left open on another computer, especially when using applications with an auto-save feature. Closing the file from within the application on either computer should prevent further conflicts. Also when changes are made on two separate locations and neither location is actively running the sync client. When each location does enable the synchronization process Share Drive detects both as updated files but does not know which to use so a Conflict Case is created. Prevent Conflict Cases by moving the file out of the Share Drive folder while editing it. Doing this causes the file to appear as deleted and doesn t allow other users to edit the file. Once you re done editing, you can move the file back into its original location in the Share Drive Shared Folder. It will reappear with your edits for all users who have access to that shared folder. Another option is to move the file into a second folder designated for In Use files. Other members of the shared folder can still access it if they need to, but will know not to make changes. Why aren t certain files on one computer syncing to another? To make sure your files are syncing correctly, please check to see if your computers are connected to the Internet and are linked to the same Share Drive account. Once your computers are in sync and you find that a file isn t appearing as expected on a specific operating system, the file may have an issue that prevents Share Drive from syncing the file. The Share Drive desktop application tracks inconsistencies with different operating systems and will try its best to resolve problems automatically. When it cannot, the file will still sync to the Web interface, but it may not appear or work properly on incompatible operating systems. To see a list of file types that will not sync, open the Ignored Files editor on the General Tab of the Share Drive Desktop Client. Page 7

10 Can I select which files to sync? If you have more stuff in your Share Drive than you have space available on your hard drive, you might want to exclude some of the folders in your Share Drive from syncing. To do this, open the Telesystem Share Drive Desktop Client. From the account tab, click the small arrow to the left of the sync folder information. This will cause a folder list to expand where you can check or uncheck any directories that you do or do not wish to sync. Note that if you wish to have a sub-directory sync to your computer, the parent directory that it resides in must also be syncing. How do I change the folder that Share Drive is syncing with? 1. Open the Telesystem Share Drive Desktop Client. 2. From the account tab, click on the menu button represented by three dots or right-click the Telesystem Share Drive folder status, and choose Remove Folder. The system will prompt you to verify this change. Note: This will not delete any files. Click Yes. Now, no folder status will be available, but you can click the Add Folder to Synchronize button. Do that now. 3. Pick a local folder on your computer to sync by clicking the Choose button and navigating to the folder, or use the default folder that the Share Drive client will create for you named Telesystem Share Drive. Then click Next. 4. Select a remote destination folder. You should select the top level directory which is labeled Telesystem Share Drive. You will be able to pick and choose which folders to sync on the next screen. Click Next. 5. Choose what to sync. Here you can optionally deselect remote subfolders you do not wish to synchronize. Click Add Folder when you are finished. 6. The Folder Sync status will show and Share Drive will begin syncing all data to the new directory. Page 8

11 Share Drive is using a lot of my bandwidth to synchronize data. How can I limit this so I can continue to perform tasks during synchronization? When you initially install and configure Share Drive on a computer it will synchronize all selected data from the local directory to the server, and all selected data from the remote destination folder to the local directory. This may be a large amount of data for some people and cause Share Drive to use up much of your internet bandwidth for a period of time to perform the upload and download. With the Telesystem Share Drive Desktop Client, you can limit the amount of download and upload bandwidth the client uses to prevent it from using all of the bandwidth up and tying up your internet connection. To do this, open the desktop client and navigate to the Network tab. At the bottom of the tab, change the bandwidth limits for download and/or upload and then click Close. You will have to manually return to this setting and change it again when you want to allow Share Drive to sync faster, typically after all data has been sync d once. After that point, Share Drive will only sync data when it has detected a change. Can I have more than one Share Drive account on the same computer or device? Yes, the desktop and mobile clients have multi-account support. From the desktop client, go to the General tab and click the Add an Account button under the Advanced section. When you configure the new account, you must choose a completely separate file path for the local sync directory. Each account must have a unique local sync directory. Each account will show as a separate tab in the desktop client but there will only be 1 activity log, general tab, and network tab. All accounts will constantly sync. On mobile devices, you can add multiple accounts under the Settings menu. Note that the mobile device (Android and ios) are only capable of accessing 1 account at a time though. When you need to switch between accounts you must access the settings and then select the account with the data you wish to view. How do I uninstall the Share Drive desktop client? From Windows OS, Open the Control Panel. Under Programs, select Uninstall a program. Select Telesystem Share Drive from the list of programs, and click Uninstall. From Apple OS X, open Applications. Locate Telesystem Share Drive and drag-and-drop it into the trash or perform a Ctrl+Click and then select Move to Trash from the option menu. Page 9

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