HP Connected Backup Online Help. Version October 2012

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1 HP Cnnected Backup Online Help Versin Octber 2012

2 Legal Ntices Warranty The nly warranties fr Hewlett-Packard prducts and services are set frth in the express statements accmpanying such prducts and services. Nthing herein shuld be cnstrued as cnstituting an additinal warranty. HP shall nt be liable fr technical r editrial errrs r missins cntained herein. HP assumes n respnsibility fr the use r reliability f its sftware n equipment that is nt furnished by HP. The infrmatin in this dcument is subject t change withut ntice. Cpyright Ntices Cpyright 2012 Hewlett-Packard Develpment Cmpany, L.P. This dcument cntains prprietary infrmatin that is prtected by cpyright. N part f this dcument may be phtcpied, reprduced, r translated t anther language withut the prir written cnsent f HP. Hewlett-Packard Cmpany P.O. Bx 4010 Cupertin, CA USA HP supprts lawful use f technlgy and des nt endrse r encurage the use f ur prducts fr purpses ther than thse permitted by cpyright law. Trademark Ntices Micrsft and Windws 7 are U.S. registered trademarks f Micrsft Crpratin. The Windws lg and Windws 7 are trademarks r registered trademarks f Micrsft Crpratin in the United States and/r ther cuntries/regins. 10/4/2012

3 Cntents Cntents 3 Overview 5 Back Up Files 7 Retrieve Files 9 Settings 15 Update Accunt Settings 16 Change Ntificatins Settings 17 Change Backup Schedule Settings 18 Update Payment Settings 19 View Applicatin Settings 20 Frequently Asked Questins 21 Frequently Asked Questins Abut HP Cnnected Backup 23 Frequently Asked Questins Abut Backing Up Files 29 Frequently Asked Questins Abut Retrieving Files 35 Frequently Asked Questins Abut Subscriptin Plans 39 Cntact Supprt 41 HP Cnnected Backup Online Help 3

4 Cntents 4 HP Cnnected Backup Online Help

5 Overview HP Cnnected Backup is an nline backup service fr cnsumers. This service autmatically stres an encrypted cpy f yur imprtant files (such as dcuments, phts, and music) n HP's servers t prtect them frm accidental lss r damage t yur cmputer, until yu need them. After the initial registratin prcess, HP Cnnected Backup typically requires n nging maintenance. It autmatically detects changes t files n yur cmputer and cpies them t HP's servers n a set schedule. T backup r retrieve files, yur cmputer must be turned n, cnnected t the Internet, and nt in standby r hibernatin mde. As lng as yu have an active subscriptin, yur files remain n HP's servers regardless f what happens t yur cmputer. Therefre, if yur cmputer is lst, stlen, r experiences a hard disk failure while yu have an active subscriptin, yu can recver yur files. Yu can als migrate yur files t a new HP cmputer. Specifically, HP Cnnected Backup lets yu: Back up files By default, HP Cnnected Backup selects fr backup all but exceptinally large files (ver 500 MB) frm the fllwing lcatins f each user accunt n yur cmputer: Windws desktp Dcuments, Music, and Pictures libraries Althugh these lcatins typically cntain yur mst imprtant files, yu can select additinal files fr backup frm ther lcatins n yur cmputer, t. Fr mre backup-related infrmatin, such as hw t select additinal files t back up, r t view details abut the previus backup, see Back Up Files, n page 7. Retrieve files Yu can retrieve cpies f yur files frm HP's servers, including previus revisins. Fr mre infrmatin abut hw t retrieve files, see Retrieve Files, n page 9. HP Cnnected Backup Online Help 5

6 Overview 6 HP Cnnected Backup Online Help

7 Back Up Files When HP Cnnected Backup perfrms a backup, it cpies yur files t HP's servers t prtect them frm accidental lss r damage. Backups typically ccur in the backgrund at regular intervals and yu might nt even ntice them. Hwever, there might be times when yu want t select new files t back up, start a backup manually, r view the results f the previus backup. The Back Up panel lets yu perfrm these tasks. T pen the panel, click. Use the Back Up panel t perfrm the fllwing: View yur current backup set. The set f files and flders currently selected fr backup is called yur backup set. The Back Up panel lets yu brwse the cntents f yur cmputer t see which items yur backup set cntains. Hw des HP Cnnected Backup identify items in my backup set? HP Cnnected Backup uses the fllwing symbls t indicate the cntent and backup status f items in yur backup set: The item is nt part f yur backup set. The item is part f yur backup set. Fr a file, this als indicates that HP's servers cntain a current cpy f it. The file is part f yur backup set, but HP's servers d nt cntain a current cpy f it fr ne f the fllwing reasns: The file has been selected fr backup fr the first time. The file has changed since the last time it was backed up. During the next backup, the prgram cpies the file t HP's servers. The file is n lnger part f yur backup set. During the next backup, the prgram marks the file fr remval frm HP's servers. Yu cannt add the item t yur backup set because it is an perating system file r flder that culd prevent yur cmputer frm wrking prperly if yu were t retrieve it. Yu cannt add the file t yur backup set because it is larger than 500 MB. HP Cnnected Backup Online Help 7

8 Back Up Files The flder is nt part f yur backup set. The flder and all f its cntents are part f yur backup set. The flder and sme f its cntents are part f yur backup set. If the Back Up panel des nt reflect recent file additins r deletins yu have made t the current flder, refresh the panel. T d s, click the Refresh buttn. Change yur backup set. Yu can change the items that yur backup set cntains. Hwever, yu cannt back up extremely large files (ver 500 MB) r certain perating system files. T change yur backup set, pen the Back Up panel, and then either select the items t add r deselect the items t remve. If the panel des nt display items that yu recently added and want t select, click the Refresh buttn. Hw d I select and deselect items? T select an item, select the check bx t the left f the item's name. T deselect an item, click t clear the check bx t the left f the item's name. Selecting r deselecting a flder applies the actin t all items in the flder. Start a backup. Yu can manually start a backup withut waiting fr the next scheduled ne. T manually start a backup, click Back Up Nw. View infrmatin abut the previus backup. The date link t the right f the Last Backup label identifies when the last backup ccurred. T view a detailed summary abut the last backup, click the date link. Any files that HP Cnnected Backup fails t back up appear at the beginning f the list with a reasn fr the failure. If the backup cntains mre files than the prgram can display, save the summary t a file t view the cmplete list. T d s, click Exprt, and then specify a name and lcatin fr the file. Change the backup schedule. The date link t the right f the Next Backup label identifies when the next autmatic backup will ccur. T change the backup schedule, click the date link t display the schedule settings, and then set the new schedule. Fr mre infrmatin abut setting specific schedule ptins, see Settings, n page 15. Fr answers t cmmn questins abut the backup prcess, see Frequently Asked Questins Abut Backing Up Files, n page HP Cnnected Backup Online Help

9 Retrieve Files The Retrieve panel lets yu retrieve a cpy f yur files frm HP's servers. Yu can als retrieve previus file revisins frm thse available. S, if yu edit a file and later decide yu n lnger want the changes, yu can retrieve a previus revisin if ne is available. HP Cnnected Backup keeps up t 10 revisins f each file in yur backup set that were created within the last 30 days. The mst recent revisin remains available fr retrieval frm HP s servers until either yu remve it frm yur backup set r delete it frm yur cmputer. By default, the Retrieve panel displays nly the mst recent revisin fr each file. A revisin bx t the left f each file name indicates the ttal number f revisins available. T display all available revisins f a file, click the revisin bx. See example. Fr example, the revisin bx indicates HP's servers cntain three revisins f a file. When yu click the revisin bx, it expands t display all three revisins. T retrieve items 1. Open the Retrieve panel. T d s, click. 2. Lcate the items n HP's servers that yu want t retrieve. T d s, use ne f the fllwing methds: Find files by name. In the search text bx, type either the full r partial name f the file yu want t lcate, and then press the ENTER key. HP Cnnected Backup Online Help 9

10 Retrieve Files HP Cnnected Backup searches fr files with a name that includes the text yu type. Fr example, the text sail matches the files sail.txt and MySailbat.jpg. See advanced search techniques. Yu can use the fllwing wildcard characters in the text yu type: * An asterisk matches zer r mre characters. Fr example, Budget*.txt matches all text files with a name that starts with Budget, such as Budget2011.txt and budget-husehld.txt. Yu can als use this wildcard character t perfrm special searches: T lcate a specific type f file, type *.extensin. Fr example, *.jpg lcates all f yur JPEG phts. T find all files yu have stred n HP's servers, type *.? A questin mark matches a single character. Fr example, Budget201?.dc matches the files Budget2011.dc and budget2012.dc. Brwse fr files r flders. Brwse fr the file r flder yu want t lcate in the same way yu brwse fr it n yur cmputer. Hw d I lcate items frm a deleted Library? T determine whether the item is available fr retrieval, n the Retrieve panel, brwse t ne f the fllwing lcatins, depending n which Library cntained the item: Dcuments. C:\Users\<user accunt>\my Dcuments Music. C:\Users\<user accunt>\my Music Phts. C:\Users\<user accunt>\my Phts Where <user accunt> is the name f the user accunt that wned the Library. Fr example, if yur user accunt name is Smith and yu deleted yur Dcuments library, brwse t C:\Users\smith\My Dcuments t view all dcuments still available n HP's servers fr retrieval. If the file yu want t retrieve is listed, yu can retrieve it. The fllwing techniques can help yu lcate a specific file within search results r flders: View all files in a search results categry. By default, HP Cnnected Backup displays nly a few files fr each categry. T display all files in a categry, click View All. 10 HP Cnnected Backup Online Help

11 Retrieve Files Filter files in a search results categry by date r size. Yu can limit the results t files with certain values in their Date Mdified r Size clumns. T d s, click the Filter buttn in the clumn yu want filter, and then select the check bxes that match yur filter criteria. T clear the filter and redisplay all files in the categry, clear all check bxes. Yu can filter the list n multiple clumns. Fr example, t display the files yu mdified yesterday, select the Yesterday check bx frm the set f Date Mdified filter values. T further filter the list t display nly files ver 1 MB, select the Large [1MB - 16MB] and Huge [> 16MB] check bxes frm the set f Size filter values. View the riginal lcatin f a file. If multiple files with the same name exist, yu can view their riginal lcatins t identify the ne yu want t retrieve. While viewing search results, mve the pinter ver the partial flder name in the Path clumn t display the full path t the riginal file. While brwsing flders, items display in their riginal lcatins. Therefre, the flder in which HP Cnnected Backup displays the item is its riginal lcatin. Srt files. T srt files based n the values f a specific clumn, click the clumn header. T srt the list in the reverse rder, click the clumn header again. HP Cnnected Backup displays either an up arrw r dwn arrw in the clumn header t identify whether the clumn values are srted in ascending r descending rder, respectively. The prgram srts all revisins f the same file as a grup. If yu srt by size r mdificatin date, the prgram als srts the revisins within each file s revisin list. HP Cnnected Backup Online Help 11

12 Retrieve Files View all file revisins. HP Cnnected Backup keeps up t 10 revisins f each file in yur backup set that were created within the last 30 days. The mst recent revisin remains available fr retrieval frm HP s servers until either yu remve it frm yur backup set r delete it frm yur cmputer. By default, the Retrieve panel displays nly the mst recent revisin fr each file. A revisin bx t the left f each file name indicates the ttal number f revisins available. T display all available revisins f a file, click the revisin bx. T hide the list, click the revisin bx again. Fr example, the revisin bx indicates HP's servers cntain three revisins f a file. When yu click the revisin bx, it expands t display all three revisins. 3. Select the items yu want t retrieve. If multiple revisins f a file exist, HP Cnnected Backup displays the mst recent revisin, by default. T select a previus revisin, click the revisin bx t the left f the file name t display all revisins, and then select the revisin yu want t retrieve. Hw d I select items? T select an item, select the check bx t the left f the item's name. T deselect an item, click t clear the check bx t the left f the item's name. Selecting r deselecting a flder applies the actin t all items in the flder. Hwever, fr files with multiple revisins, the actin applies nly t the mst recent revisin. Fr example, t retrieve the secnd revisin f a file when three revisins are available, click the revisin bx, and then select the check bx fr the secnd revisin. 4. Click Retrieve Nw. 5. Specify hw the prgram handles retrieved files, depending n which f the fllwing scenaris it detects: Original disk drive available fr all selected items. Click ne f the fllwing ptins t specify what happens if yu retrieve a different revisin f a file that already exists n yur cmputer: Rename the retrieved file. The prgram renames the retrieved file t include the wrd Restred. See example. 12 HP Cnnected Backup Online Help

13 Retrieve Files Yu retrieve tw previus revisins f the MyStry.txt file, which already exists n yur cmputer. The prgram renames the retrieved files t MyStry Restred 1.txt and MyStry Restred 2.txt. The number in the new file name helps identify retrieved files f the same name it des nt indicate the file revisin. Overwrite the existing file. The prgram replaces yur current file with the ne it retrieves. If yu select multiple revisins f a file, the mst recent revisin f thse yu select replaces yur current file. T imprve perfrmance, HP Cnnected Backup des nt retrieve a file if the same revisin f it already exists n yur cmputer. Original disk drive nt available fr all selected items. Specify a new lcatin t stre all retrieved items. The prgram retains each file's riginal flder r flder hierarchy when it stres retrieved files in the specified lcatin. Original name r lcatin f the selected file cntains t many characters. Specify a new lcatin t stre the file. This ptin displays when yu select ne file t retrieve and its name r flder lcatin cntains t many characters (typically ver 248). The prgram stres the file directly in the lcatin yu specify, regardless f its riginal lcatin. 6. Click OK. After a retrieval cmpletes, yu can view a detailed retrieval summary. Any files that HP Cnnected Backup fails t retrieve appear at the beginning f the list with a reasn fr the failure. If the retrieval cntains mre files than the prgram can display, save the summary t a file t view the cmplete list. T d s, click Exprt, and then specify a name and lcatin fr the file. Fr answers t cmmn questins abut the retrieval prcess, see Frequently Asked Questins Abut Retrieving Files, n page 35. HP Cnnected Backup Online Help 13

14 Retrieve Files 14 HP Cnnected Backup Online Help

15 Settings The Settings page cntains the fllwing tabs, which let yu cnfigure persnal preferences fr several HP Cnnected Backup features and functins: Accunt Ntificatins Backup Schedule Payment Applicatin Change accunt preferences, such as yur passwrd and security questins. Chse which backup-related ntificatins yu receive. Schedule when autmatic backups ccur r stp them frm ccurring. Purchase r renew a subscriptin plan r update yur billing infrmatin. View infrmatin abut the HP Cnnected Backup sftware installed n yur cmputer. T access the Settings page, click the Settings buttn. HP Cnnected Backup Online Help 15

16 Update Accunt Settings Update Accunt Settings Yu can change the fllwing accunt preferences n the Accunt tab f the Settings page: Passwrd. A secure passwrd ensures that n ne can easily guess yur passwrd and use it t access yur HP Cnnected Backup accunt. Yur passwrd must cntain the fllwing: a minimum f six alphanumeric characters a maximum f 100 alphanumeric characters at least ne character that is different frm the ther characters Security questins and answers. If yu frget yur passwrd, yu must crrectly answer tw persnal security questins befre yu can reset yur passwrd. Answers t security questins are case-insensitive. This means when yu frget yur passwrd and answer yur security questins, yu d nt need t use the same cmbinatin f uppercase and lwercase letters as in yur riginal answers. Fr example, yu can type answer r ANSWER t match Answer. T access accunt settings, click the Settings buttn, and then click the Accunt tab. 16 HP Cnnected Backup Online Help

17 Change Ntificatins Settings Change Ntificatins Settings HP Cnnected Backup keeps yu infrmed f its activities thrugh ntificatins that prvide the fllwing types f infrmatin: feedback abut the status f lng prcesses, such as backup r retrieval activity imprtant infrmatin, such as reminders r warnings Ntificatins prvide useful infrmatin that typically yu shuld nt ignre. Hwever, because backups ccur n a regular basis, yu might nt want t receive a ntificatin fr each step f every backup. Fr example, yu might want ntificatins nly when backups fail, nt each time ne starts r cmpletes successfully. The Ntificatins tab n the Settings page lets yu chse which f the fllwing backup ntificatins yu receive: a backup is in prgress a backup cmpletes successfully a backup fails seven days pass withut a backup By default, HP Cnnected Backup ntifies yu f all events. T access ntificatin settings, click the Settings buttn, and then click the Ntificatins tab. HP Cnnected Backup Online Help 17

18 Change Backup Schedule Settings Change Backup Schedule Settings HP Cnnected Backup autmatically cpies yur files t HP's servers during a preset time perid each day as lng as yur cmputer is turned n, cnnected t the Internet, and nt in standby r hibernatin mde. The Backup Schedule tab f the Settings page lets yu make the fllwing schedule-related changes: Change when autmatic backups ccur. Yu can select which days autmatic backups ccur and the timeframe in which they start. Prevent autmatic backups frm ccurring. Yu can turn ff autmatic backups if yu d nt want them t ccur. Fr example, if while n vacatin yu pay t cnnect t a htel's Internet cnnectin, yu might turn ff autmatic backups t prevent charges fr transferring large amunts f data ver the htel's netwrk. If yu turn ff autmatic backups, yu can still back up files manually by clicking Back Up Nw n the Back Up panel. Specify what happens if a scheduled backup cannt start. If a backup cannt start n schedule, such as when yur cmputer is nt cnnected t the Internet, HP Cnnected Backup peridically attempts t restart it. Yu can turn ff this default behavir s that if a backup fails t start, the prgram waits until the next scheduled backup t try again. T access the schedule settings, click the Settings buttn tab., and then click the Backup Schedule 18 HP Cnnected Backup Online Help

19 Update Payment Settings Update Payment Settings The Payment tab f the Settings page lets yu update subscriptin and billing infrmatin: Change subscriptin infrmatin. Yu can make several types f changes t yur subscriptin: Subscribe r renew. Yu can either subscribe t a plan r renew yur current plan. T purchase an HP Cnnected Backup subscriptin, this versin f the prgram requires payment by a credit card with a U.S. billing address. Autmatically renew a subscriptin. Yu can set yur subscriptin plan t autmatically renew when yur expiratin date appraches. With autmatic renewal, yur subscriptin autmatically renews using the credit card yu have n file. Yu are charged the retail price f yur plan at the time the renewal ccurs. Yu can turn ff autmatic renewal at any time. If yu d nt use autmatic renewal, yu must manually renew yur subscriptin befre it expires. Yu will receive an reminder when the expiratin date appraches. Cancel yur subscriptin. Yu can cancel yur subscriptin at any time. If yu cancel, HP Cnnected Backup n lnger backs up yur files r lets yu retrieve them. In additin, all cpies f yur files n HP's servers are permanently deleted after a shrt grace perid. Hwever, if yu re-subscribe befre the grace perid ends, yur files are retained and yur access t them thrugh HP Cnnected Backup is restred. If yu cancel yur subscriptin, yu will receive an that cnfirms yur cancellatin. Update credit card infrmatin. Yu can update yur credit card infrmatin n file. Update billing address. Yu can update the billing address fr yur credit card n file. T access payment settings, click the Settings buttn, and then click the Payment tab. HP Cnnected Backup Online Help 19

20 View Applicatin Settings View Applicatin Settings Peridically, updates t HP Cnnected Backup becme available and are autmatically installed n yur cmputer. The Applicatin tab f the Settings page displays the versin number and installatin date f the HP Cnnected Backup sftware n yur cmputer. T access this tab, click the Settings buttn, and then click the Applicatin tab. 20 HP Cnnected Backup Online Help

21 Frequently Asked Questins The fllwing tpics prvide answers t cmmn questins abut HP Cnnected Backup functins: Frequently Asked Questins Abut HP Cnnected Backup Frequently Asked Questins Abut Backing Up Files Frequently Asked Questins Abut Retrieving Files Frequently Asked Questins Abut Subscriptin Plans HP Cnnected Backup Online Help 21

22 Frequently Asked Questins 22 HP Cnnected Backup Online Help

23 Frequently Asked Questins Abut HP Cnnected Backup Frequently Asked Questins Abut HP Cnnected Backup Here are answers t cmmn questins abut HP Cnnected Backup terminlgy and features. What is HP Cnnected Backup? HP Cnnected Backup is an nline backup service fr cnsumers. This service autmatically stres an encrypted cpy f yur imprtant files (such as dcuments, phts, and music) n HP's servers t prtect them frm accidental lss r damage t yur cmputer, until yu need them. After the initial registratin prcess, HP Cnnected Backup typically requires n nging maintenance. It autmatically detects changes t files n yur cmputer and cpies them t HP's servers n a set schedule. T backup r retrieve files, yur cmputer must be turned n, cnnected t the Internet, and nt in standby r hibernatin mde. As lng as yu have an active subscriptin, yur files remain n HP's servers regardless f what happens t yur cmputer. Therefre, if yur cmputer is lst, stlen, r experiences a hard disk failure while yu have an active subscriptin, yu can recver yur files. Yu can als migrate yur files t a new HP cmputer. What d I need t run HP Cnnected Backup n my cmputer? HP Cnnected Backup is designed t wrk n cmputers with the fllwing: Windws 7 r Windws 8 perating system 1 gigahertz (GHz) 32-bit (x86) r 64-bit (x64) prcessr (minimum) 2 gigabyte (GB) f system memry (minimum) 1 GB f available hard disk space (minimum) bradband Internet access T purchase an HP Cnnected Backup subscriptin, this versin f the prgram requires payment by a credit card with a U.S. billing address. HP Cnnected Backup Online Help 23

24 Frequently Asked Questins Abut HP Cnnected Backup Will HP Cnnected Backup wrk with my firewall? Yes. Hwever, yu might need t cnfigure yur firewall t wrk with HP Cnnected Backup, which initiates TCP/IP cnnectins t HP's servers. T cnfigure yur firewall, d ne f the fllwing: Sftware firewalls nly. Allw AgentService.exe full access t the Internet. This service resides in the fllwing lcatins: On 32-bit versins f Windws: C:\Prgram Files\Autnmy\Cnnected BackupPC\AgentService.exe On 64-bit versins f Windws: C:\Prgram Files (x86)\autnmy\cnnected BackupPC\AgentService.exe Sftware r hardware firewalls. Allw utbund TCP/IP access n the fllwing prts: prt 443 (HTTPS) prt (HP Cnnected Backup agent service) HP Cnnected Backup cmpnents als cmmunicate n the lcalhst thrugh prts and Typically, yu d nt need t explicitly allw access t the lcalhst. Hwever, if these prts are blcked, HP Cnnected Backup will nt start. Fr specific infrmatin abut hw t cnfigure yur firewall with these settings, refer t the dcumentatin fr yur firewall. Can HP Cnnected Backup perfrm a backup thrugh my prxy server? Yes, but yu must cnfigure the prxy server t allw utbund TCP/IP access n prts 443 (HTTPS) and (HP Cnnected Backup agent service). HP Cnnected Backup uses these prts t initiate TCP/IP cnnectins t HP's servers. Fr specific infrmatin abut hw t cnfigure yur prxy server with these settings, refer t the dcumentatin fr yur prxy server. 24 HP Cnnected Backup Online Help

25 Frequently Asked Questins Abut HP Cnnected Backup What are Quick Tips? Hw d I turn them n? Quick Tips prvide a brief tur f the HP Cnnected Backup user interface s that yu can quickly familiarize yurself with the prgram. These tips identify the main elements n the user interface and prvide a shrt descriptin f hw they wrk. Fr mre detailed infrmatin abut hw t use HP Cnnected Backup t back up r retrieve files, see the apprpriate Help tpic. HP Cnnected Backup autmatically displays Quick Tips the first time yu run the prgram. T view them again at a later time, click the Help buttn, and then click Quick Tips. Which files des HP Cnnected Backup select fr backup by default? By default, HP Cnnected Backup selects fr backup all but exceptinally large files (ver 500 MB) frm the fllwing lcatins f each user accunt n yur cmputer: Windws desktp Dcuments, Music, and Pictures libraries Althugh these lcatins typically cntain yur mst imprtant files, yu can select additinal files fr backup frm ther lcatins n yur cmputer, t. What is the meaning f the symbls that HP Cnnected Backup displays next t my files? HP Cnnected Backup uses the fllwing symbls t indicate the cntent and backup status f items in yur backup set: The item is nt part f yur backup set. The item is part f yur backup set. Fr a file, this als indicates that HP's servers cntain a current cpy f it. The file is part f yur backup set, but HP's servers d nt cntain a current cpy f it fr ne f the fllwing reasns: The file has been selected fr backup fr the first time. The file has changed since the last time it was backed up. During the next backup, the prgram cpies the file t HP's servers. The file is n lnger part f yur backup set. During the next backup, the prgram marks the file fr remval frm HP's servers. HP Cnnected Backup Online Help 25

26 Frequently Asked Questins Abut HP Cnnected Backup Yu cannt add the item t yur backup set because it is an perating system file r flder that culd prevent yur cmputer frm wrking prperly if yu were t retrieve it. Yu cannt add the file t yur backup set because it is larger than 500 MB. The flder is nt part f yur backup set. The flder and all f its cntents are part f yur backup set. The flder and sme f its cntents are part f yur backup set. Where des HP Cnnected Backup stre backup cpies f my files? HP Cnnected Backup stres encrypted cpies f yur files n a secure set f HP's servers. Are my files safe n HP's servers? The security f yur files is very imprtant s we stre them in an encrypted frmat n ur servers. Hw d I change my passwrd r security questins? Yu can change yur passwrd r security questins n the Accunt tab f the Settings page. T access this tab, click the Settings buttn, and then click the Accunt tab. Hw d I lg ff HP Cnnected Backup? If yu share yur Windws accunt with smene else, yu can lg ff HP Cnnected Backup s they cannt use it t change yur backup set r t retrieve files. After yu lg ff, HP Cnnected Backup cntinues t perfrm autmatic backups t prtect yur data, as scheduled. T lg ff, click yur address at the tp f the main HP Cnnected Backup page, and then click Lg Out. After yu lg ff, HP Cnnected Backup still prtects yur data by cntinuing t perfrm autmatic backups, as scheduled. Which versin f HP Cnnected Backup sftware d I have? The Applicatin tab f the Settings page displays the versin number and installatin date f the HP Cnnected Backup sftware n yur cmputer. T access this tab, click the Settings buttn, and then click the Applicatin tab. 26 HP Cnnected Backup Online Help

27 Frequently Asked Questins Abut HP Cnnected Backup Hw d I get updates t HP Cnnected Backup sftware? If yur cmputer is cnnected t the Internet, HP Cnnected Backup autmatically dwnlads and installs the latest updates. This autmatic update prcess ensures yu always have the mst recent versin. Hw d I knw that HP Cnnected Backup is wrking prperly? T verify that the prgram wrks prperly: Check the date f the last backup, which is displayed t the right f the Last Backup label. If the last backup is lder than yu expected, verify the fllwing: Yu have nt turned ff autmatic backups and they are scheduled fr the time yu expect. Review yur schedule settings n the Back Up Schedule tab f the settings page. Yur cmputer is cnnected t the Internet. Verify that yu can retrieve files. Select a few files fr retrieval and verify that HP Cnnected Backup retrieves them successfully. If yu determine that HP Cnnected Backup is nt wrking prperly and yu cannt reslve the issue, cntact Supprt fr further assistance. What shuld I d if HP Cnnected Backup displays an errr? Many times yu can use the infrmatin prvided with the message t reslve the issue. If nt, cntact Supprt fr further assistance. Where can I find additinal FAQs, trubleshting tips, and infrmatin abut knwn issues? Fr this type f infrmatin, visit HP Custmer Care. What happens t my files if I n lnger have my cmputer? As lng as yu have an active subscriptin, yur files remain n HP's servers regardless f what happens t yur cmputer. Therefre, if yur cmputer is lst, stlen, r experiences a hard disk failure, yu can recver yur files if yu still have an active subscriptin. Fr detailed infrmatin abut hw t recver yur files, g t HP Custmer Care. HP Cnnected Backup Online Help 27

28 Frequently Asked Questins Abut HP Cnnected Backup Hw d I migrate files frm ne HP cmputer t anther? If yu buy a new HP cmputer t upgrade yur ld ne r t replace it due t lss, theft, r hard disk failure, yu can migrate yur files stred n HP's servers t it. The migratin prcess als mves yur accunt t yur new cmputer. Therefre, after the migratin prcess starts, yu cannt use HP Cnnected Backup n yur ld cmputer. Befre yu begin If yur ld cmputer is available: Ensure yu have backed up all files that yu want t migrate t yur new cmputer. Lg ff HP Cnnected Backup. Yu cannt use HP Cnnected Backup n yur ld cmputer after yu start the migratin prcess. T migrate files 1. On the new cmputer, start HP Cnnected Backup, and then lg in t the registratin prgram with the credentials assciated with yur ld cmputer. 2. On the What wuld yu like t d? page, click Mve yur subscriptin frm anther PC t this PC. 3. T identify the cmputers fr yur migratin, d the fllwing: a. In the Select PC t mve subscriptin frm list, click the name f yur ld cmputer. b. In the Prvide a name fr this PC bx, type a name t identify yur new cmputer. 4. Click Cntinue. The migratin prcess starts. 5. Open HP Cnnected Backup t cntinue the migratin prcess. T d s, click Open the applicatin. The migratin prcess cpies yur preferences and backup set t yur new cmputer. 6. T cmplete the migratin prcess, n the Retrieve panel, select all files yu want t retrieve, and then click Retrieve Nw. Fr mre detailed infrmatin abut hw t retrieve files, see Retrieve Files, n page 9. Nte: If yu frget t retrieve sme files during this initial retrieval, yu can retrieve them at a later time. 28 HP Cnnected Backup Online Help

29 Frequently Asked Questins Abut Backing Up Files Frequently Asked Questins Abut Backing Up Files Here are answers t cmmn questins abut using HP Cnnected Backup t back up items t HP's servers. Fr additinal infrmatin, see Back Up Files, n page 7. Which files des HP Cnnected Backup autmatically back up by default? By default, HP Cnnected Backup selects fr backup all but exceptinally large files (ver 500 MB) frm the fllwing lcatins f each user accunt n yur cmputer: Windws desktp Dcuments, Music, and Pictures libraries Althugh these lcatins typically cntain yur mst imprtant files, yu can select additinal files fr backup frm ther lcatins n yur cmputer, t. T change the set f files that HP Cnnected Backup prtects, use the Back Up panel t add r remve files frm the backup set. Nte that there are sme files and flders yur perating system uses that HP Cnnected Backup des nt let yu back up. What is a backup set? A backup set cntains the files and flders currently selected fr backup. The Back Up panel lets yu add and remve items frm yur backup set. What size files can I back up? Yu can back up all but exceptinally large files (ver 500 MB). Examples f files this size are TV shws r theatrical mvies that yu dwnlad frm the Internet. Can I back up files frm remvable strage media, such as a USB flash drive r a remvable hard drive? N. HP Cnnected Backup prtects files stred n yur cmputer's hard drive, nly. T back up files n remvable strage media, yu must mve the files t yur cmputer, and then select them fr backup. HP Cnnected Backup prtects these files as lng as they remain selected and stred n yur cmputer. HP Cnnected Backup Online Help 29

30 Frequently Asked Questins Abut Backing Up Files Hw can I see the items in my backup set? The Back Up panel lets yu brwse the cntents f yur cmputer t see which items yur backup set cntains. HP Cnnected Backup uses the fllwing symbls t indicate the cntent and backup status f items in yur backup set: The item is nt part f yur backup set. The item is part f yur backup set. Fr a file, this als indicates that HP's servers cntain a current cpy f it. The file is part f yur backup set, but HP's servers d nt cntain a current cpy f it fr ne f the fllwing reasns: The file has been selected fr backup fr the first time. The file has changed since the last time it was backed up. During the next backup, the prgram cpies the file t HP's servers. The file is n lnger part f yur backup set. During the next backup, the prgram marks the file fr remval frm HP's servers. Yu cannt add the item t yur backup set because it is an perating system file r flder that culd prevent yur cmputer frm wrking prperly if yu were t retrieve it. Yu cannt add the file t yur backup set because it is larger than 500 MB. The flder is nt part f yur backup set. The flder and all f its cntents are part f yur backup set. The flder and sme f its cntents are part f yur backup set. If the Back Up panel des nt reflect recent file additins r deletins yu have made t the current flder, refresh the panel. T d s, click the Refresh buttn. Why des the Back Up panel nt display my new files? Why des it still display files I have deleted? HP Cnnected Backup scans yur cmputer t determine the current set f items in yur backup set and their backup status. Hwever, t prevent impacting the perfrmance f ther prgrams, it des nt perfrm frequent scans. Therefre, if yu add, remve, r mdify an item, the Back Up panel might nt reflect the change until after the next scan. 30 HP Cnnected Backup Online Help

31 Frequently Asked Questins Abut Backing Up Files T manually start a new scan, which refreshes the panel's display f the current flder, click the Refresh buttn. Hw d I add r remve items frm my backup set? The Back Up panel lets yu select the items yu want t back up. T select an item, select the check bx t the left f the item's name. T deselect an item, click t clear the check bx t the left f the item's name. Selecting r deselecting a flder applies the actin t all items in the flder. Why can't I add a certain file t my backup set? HP Cnnected Backup lets yu back up all but the fllwing types f files: Extremely large files (ver 500 MB), which culd slw the perfrmance f yur cmputer during backups. Operating system files that culd prevent yur cmputer frm wrking prperly if yu were t retrieve them. When d backups ccur? HP Cnnected Backup perfrms backups at the fllwing times: On a set schedule. By default, yur files are autmatically backed up each day. Yu can set a custm schedule n the Back Up Schedule tab f the Settings page. T access this tab, click the Settings buttn, and then click the Back Up Schedule tab. When yu click Back Up Nw. T back up files, yur cmputer must be turned n, cnnected t the Internet, and nt in standby r hibernatin mde. Can I prevent autmatic back ups frm ccurring (such as while I am n vacatin)? Yes, yu can turn ff autmatic back ups n the Back Up Schedule tab f the Settings page. T access this tab, click the Settings buttn, and then click the Back Up Schedule tab. HP Cnnected Backup Online Help 31

32 Frequently Asked Questins Abut Backing Up Files Hw much time des it take t back up my files? The first back up can take a lng time (smetimes hurs) t cmplete, depending n the ttal amunt f data t back up and the speed f yur netwrk cnnectin. Subsequent back ups are smaller and faster because nly new files and changes t existing files are backed up. Hw d I view infrmatin abut the last backup? The date link t the right f the Last Backup label identifies when the last backup ccurred. T view a detailed summary abut the last backup, click the date link. Yu can save the summary t a file fr future reference. Hw much data d I have stred n HP's servers? T view a summary f the data that yu have stred n HP's servers, click the date link t the right f the Last Backup label. Why were my files nt backed up? There are a few reasns why HP Cnnected Backup might nt be able t back up yur files: Yu have turned ff autmatic backups. Review yur settings n the Back Up Schedule tab f the Settings page. Yu d nt have an active Internet cnnectin. Yu cmputer must be cnnected t the Internet fr backups t ccur. Yu use a dial-up cnnectin t the Internet. HP Cnnected Backup des nt supprt backups ver a dial-up cnnectin. Yu have selected exceptinally large files (ver 500 MB). HP Cnnected Backup des nt back up extremely large files t prevent affecting the verall perfrmance f yur Internet cnnectin and ther prgrams that use it. Examples f exceptinally large files are TV shws r theatrical mvies that yu dwnlad frm the Internet. Yu turned ff yur cmputer r it went int standby r hibernatin mde. Yur cmputer must be turned n and nt in standby r hibernatin mde fr backups t ccur. If yur cmputer turns ff r enters standby r hibernatin mde during a backup, the backup stps. Files cpied t HP's servers stay there and the remaining files are cpied during the next backup. T learn which files were backed up and which were nt, view the backup summary the 32 HP Cnnected Backup Online Help

33 Frequently Asked Questins Abut Backing Up Files next time yu turn n yur cmputer r wake it frm standby r hibernatin mde. T view the summary, click the date link t the right f the Last Backup label. Why des my backup take a lng time t cmplete? There are several factrs that determine hw lng it takes t back up yur files: The number and ttal size f files selected. The first backup can take several hurs t cmplete, depending n the number and size f files selected fr backup. Subsequent backups are smaller and faster because nly new files and changes t previusly selected files are backed up. The number f ther applicatins currently running n yur cmputer. If yur cmputer perfrms many tasks at the same time, HP Cnnected Backup des nt receive yur cmputer's full prcessing pwer. Try t limit the number f applicatins yu use during backups t see whether perfrmance imprves. The speed f yur Internet cnnectin. Ensure that yur netwrk cnnectin t the Internet is wrking crrectly. If yu experience slw perfrmance ver a wireless cnnectin, try a wired cnnectin, if pssible. Yu cannt back up files ver a dial-up cnnectin. The number f applicatins actively using yur Internet cnnectin. The mre applicatins that use yur Internet cnnectin during a backup, the less bandwidth HP Cnnected Backup can use t back up files. Try t limit yur Internet activity during backups t see whether perfrmance imprves. HP Cnnected Backup Online Help 33

34 Frequently Asked Questins Abut Backing Up Files 34 HP Cnnected Backup Online Help

35 Frequently Asked Questins Abut Retrieving Files Frequently Asked Questins Abut Retrieving Files Here are answers t cmmn questins abut using HP Cnnected Backup t retrieve cpies f yur files frm HP's servers. Fr step-by-step retrieval instructins, see Retrieve Files, n page 9. Hw d I find the files I want t retrieve? The Retrieve panel lets yu search fr and brwse thrugh the items yu have backed up t HP's servers. Fr mre detailed infrmatin, see Retrieve Files. Can I retrieve a previus revisin f a file? HP Cnnected Backup keeps up t 10 revisins f each file in yur backup set that were created within the last 30 days. The mst recent revisin remains available fr retrieval frm HP s servers until either yu remve it frm yur backup set r delete it frm yur cmputer. By default, the Retrieve panel displays nly the mst recent revisin fr each file. A revisin bx t the left f each file name indicates the ttal number f revisins available. T display all available revisins f a file, click the revisin bx. T hide the list, click the revisin bx again. Fr example, the revisin bx indicates HP's servers cntain three revisins f a file. When yu click the revisin bx, it expands t display all three revisins. Can I retrieve a file that I've accidentally deleted? Yes, but fr a limited amunt f time because HP Cnnected Backup prvides data prtectin and nt lng-term archival strage. Prtected files that yu delete frm yur cmputer are marked fr deletin frm HP's servers and eventually deleted permanently. The maintenance event that deletes these files runs peridically; therefre, the amunt f time that they remain available fr retrieval varies. Can I retrieve an item frm a Library if I've deleted the Library? Yu can retrieve the item if the peridic maintenance event that permanently deletes files frm HP's servers has nt deleted it. T determine whether the item is available fr retrieval, n the Retrieve panel, brwse t ne f the fllwing lcatins, depending n which Library cntained the item: HP Cnnected Backup Online Help 35

36 Frequently Asked Questins Abut Retrieving Files Dcuments. C:\Users\<user accunt>\my Dcuments Music. C:\Users\<user accunt>\my Music Phts. C:\Users\<user accunt>\my Phts Where <user accunt> is the name f the user accunt that wned the Library. Fr example, if yur user accunt name is Smith and yu deleted yur Dcuments library, brwse t C:\Users\smith\My Dcuments t view all dcuments still available n HP's servers fr retrieval. If the file yu want t retrieve is listed, yu can retrieve it. Fr detailed infrmatin abut hw t retrieve files, see Retrieve Files, n page 9. Why is a file I remved frm my backup set still available fr retrieval? Files that yu remve frm yur backup set remain n HP's servers until the next scheduled server maintenance event permanently deletes them. Hw d I retrieve files? The Retrieve panel lets yu retrieve yur items frm HP's servers. Fr mre detailed infrmatin, see Retrieve Files. Where des HP Cnnected Backup put files it retrieves? Cnnected Backup retrieves files t their riginal lcatin n yur cmputer. At the start f each retrieval, yu chse ne f the fllwing ptins t specify what happens if yu retrieve a different revisin f a file that already exists n yur cmputer: Rename the retrieved file. The prgram renames the retrieved file t include the wrd Restred. See example. Yu retrieve tw previus revisins f the MyStry.txt file, which already exists n yur cmputer. The prgram renames the retrieved files t MyStry Restred 1.txt and MyStry Restred 2.txt. The number in the new file name helps identify retrieved files f the same name it des nt indicate the file revisin. Overwrite the existing file. The prgram replaces yur current file with the ne it retrieves. If yu select multiple revisins f a file, the mst recent revisin f thse yu select replaces yur current file. 36 HP Cnnected Backup Online Help

37 Frequently Asked Questins Abut Retrieving Files T imprve perfrmance, HP Cnnected Backup des nt retrieve a file if the same revisin f it already exists n yur cmputer. What happens t my current file when I retrieve a previus revisin? Each time yu retrieve files, yu specify whether HP Cnnected Backup shuld verwrite the riginal files r rename the retrieved files. Fr example, t cmpare yur current HusehldBudget.txt file t a previus revisin, select the ptin t rename retrieved files. After the retrieval, yu have bth file revisins n yur cmputer: HusehldBudget.txt (yur current versin) and HusehldBudget Restred 1.txt (the previus revisin). Why was HP Cnnected Backup unable t retrieve my file? There are a few reasns why HP Cnnected Backup might fail t retrieve files: Yu d nt have an active Internet cnnectin. Yur cmputer must be cnnected t the Internet fr retrievals t ccur. Yu use a dial-up cnnectin t the Internet. HP Cnnected Backup des nt supprt retrieval ver a dial-up cnnectin. Yu turned ff yur cmputer r it went int standby r hibernatin mde. Yur cmputer must be turned n and nt in standby r hibernatin mde fr retrievals t ccur. If yur cmputer turns ff r enters standby r hibernatin mde during the retrieval prcess, file retrieval stps. Hwever, files already retrieved remain n yur cmputer. T retrieve the remaining files, yu must reselect them, and then start the retrieval prcess again. Why des my retrieval take a lng time? There are several factrs that determine hw lng it takes t retrieve yur files: The number and ttal size f files selected fr retrieval. Typically, the time t retrieve a file r set f files is fairly quick. Hwever, if yu retrieve a very large number f files r a set f extremely big files, it takes a little lnger t retrieve them. Fr example, yu can retrieve a few small dcuments much faster than many high-reslutin phts. HP Cnnected Backup Online Help 37

38 Frequently Asked Questins Abut Retrieving Files The number f ther applicatins currently running n yur cmputer. If yur cmputer perfrms many tasks at the same time, HP Cnnected Backup des nt receive yur cmputer's full prcessing pwer. Try t limit the number f applicatins yu use during retrievals t see whether perfrmance imprves. The speed f yur Internet cnnectin. Ensure that yur netwrk cnnectin t the Internet is perating crrectly. If yu experience slw perfrmance ver a wireless cnnectin, try a wired cnnectin, if pssible. Yu cannt retrieve files ver a dial-up cnnectin. The number f applicatins actively using yur Internet cnnectin. The mre applicatins that use yur Internet cnnectin during a retrieval, the less bandwidth HP Cnnected Backup can use t retrieve files. Try t limit yur Internet activity during a retrieval t see whether perfrmance imprves. 38 HP Cnnected Backup Online Help

39 Frequently Asked Questins Abut Subscriptin Plans Frequently Asked Questins Abut Subscriptin Plans Here are answers t cmmn questins abut HP Cnnected Backup subscriptin plans and payment infrmatin. Hw d I upgrade my free trial t a paid subscriptin? The ffer sectin, lcated at the tp f the main page, prvides infrmatin abut the available subscriptin plans. T view this infrmatin if the ffer sectin is clsed, click See Mre. T purchase a subscriptin, in the ffer sectin, click Subscribe. Hw d I set my subscriptin plan t autmatically renew? Hw d I stp autmatic renewal? Yu can set yur subscriptin plan t autmatically renew when yur expiratin date appraches. With autmatic renewal, yur subscriptin autmatically renews using the credit card yu have n file. Yu are charged the retail price f yur plan at the time the renewal ccurs. Yu can turn ff autmatic renewal at any time. Yu can turn n (r turn ff) autmatic renewal f yur subscriptin plan n the Payment tab f the Settings page. T access this tab, click the Settings buttn, and then click the Payment tab. Hw d I cancel my subscriptin? Yu can cancel yur subscriptin n the Payment tab f the Settings page. T access this tab, click the Settings buttn, and then click the Payment tab. If yu cancel yur subscriptin, yu will receive an that cnfirms yur cancellatin. What happens t the cpy f my files n HP's servers when I cancel my subscriptin r my trial expires? In bth cases, HP Cnnected Backup n lnger backs up yur files r lets yu retrieve them. In additin, all cpies f yur files n HP's servers are permanently deleted after a shrt grace perid. Hwever, if yu re-subscribe befre the grace perid ends, yur files are retained and yur access t them thrugh HP Cnnected Backup is restred. HP Cnnected Backup Online Help 39

40 Frequently Asked Questins Abut Subscriptin Plans Hw d I update my credit card infrmatin r billing address? Yu can update yur credit card infrmatin r billing address n the Payment tab f the Settings page. T access this tab, click the Settings buttn, and then click the Payment tab. 40 HP Cnnected Backup Online Help

41 Cntact Supprt The set f Frequently Asked Questins prvides answers t many cmmn questins abut HP Cnnected Backup. If yu have additinal questins r need further assistance, cntact us: Online. Visit HP Custmer Care 24 hurs a day, seven days a week. Phne. Call tll-free (855) during the fllwing hurs: Mnday thrugh Friday 6:00 A.M t 9:00 P.M. (Muntain Time) Saturday 8:00 A.M. t 4:30 P.M. (Muntain Time) HP Cnnected Backup Online Help 41

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