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Backing Up Files Questions

  • 91 Missing files

    If you appear to be missing files on your online account, you may need to check that the files you wish to backup have been selected manually. To do this, simply click Backup Settings on your application. Once clicked, select the Tab called File Selection. Then select "Manual Selection" - This will pop a window, where you are able to see what files have already been selected as well as selecting new files to backup.

    Once complete, simply click OK, followed by apply.

    Then Simply go back to the App and select - Backup, this should now backup the files that have just been selected in addition to ones that were already selected. Last Update: 03/06/2014

  • 105 What should I do if my backup stalls?

    A backup can stall, or appear to have stalled, for a number of reasons....

    Internet Connection outage:
    If the device you are backing up from suddenly looses its network or internet connection backup will stall and await re-connection to resume uploading. The Justcloud application will alert you to a network connection drop out but won't be able to warn you for an internet connection drop or extreme slowdown.

    Large files:
    When the application is processing a large file it can appear as if the software has stalled. A larger file will have a slower moving progress bar than a small file, so don't be alarmed if you do see it moving very slowly. The file currently being uploaded will have its name displayed at the bottom of the progress window, you may recognize it as your email archive or perhaps a video file - these typically being 1 Gigabyte + files.

    Understanding Progress Bars:
    The application shows two progress bars, the top one shows the overall progress of the backup, the bottom one shows file progress. The larger the backup is the longer the slower the top progress bar will move. Little or slow movement generally suggests a large file is being processed.

    Sleep mode, Hibernation or device locking:
    If your computer is set to sleep after a certain amount of inactivity, or if it is set to log out, then the backup will stop. Windows and Mac sleep settings stop the hard disk from spinning meaning the Justcloud app can't access stored files for upload. Mobile devices locking may prevent large backups from continuing, check your devices settings for background app refresh.

    Background Service stopped:
    Sometimes, on Windows this is, the background service of the Justcloud application can be terminated in error by Windows. If this happens the backup will stall, you just need to follow a few steps to restart it:

    1) Hold down the windows key (bottom left of the keyboard) and press 'R'
    2) Type 'services.msc' into the run box and press enter
    3) Locate 'computer backup' on the list of services. Right click on 'computer backup' and choose to restart/start.
    4) Open your Justcloud application and click 'start backup' or 'resume' Last Update: 11/19/2014

  • 105 Which files get backed up?

    You can backup practically any files you want. There are two options for choosing files, either to backup the contents of your 'My Documents' folder or pick and choose exactly what files and folders you want to backup. This is done on the Windows and Mac applications by clicking Settings > Selection.

    On most Windows & Mac computers documents, pictures, music and videos are being saved within the My Documents (Documents on Mac) folder. However, we have included the custom selection option for users who may have more than one hard drive, want to backup flash drives or backup files located elsewhere on their hard disk.

    Justcloud is a backup service for your data, so you can choose to backup a combination of documents, emails, music, pictures, movies and much, much more.

    Please note that application data and installed software cannot be backed up. There is no problem whatsoever though in backing up executable installer files.

    On mobile devices, when you first install Justcloud, you choose whether you wish to keep your camera roll folder backed up and can also choose other photo albums. Backup on mobile devices is limited to photos and video files stored on the device.

    Once you have selected files and folders for backup any changes to those files, or new file additions to folders, will be uploaded in the next scheduled backup. Last Update: 11/19/2014

  • 67 How do I backup external hard drives?

    To backup an external hard drive that is over 16GB in automatic, scheduled backups you will need our external drive add-on service which can be purchased from within your control panel.

    However, any USB drive under 16GB can be backed up with no further charge, on Windows the external hard drive will show up on the file selection window with the mapped drive letter name name of that drive.

    On a Mac simply open the application and click on 'Settings', under the tab 'Backup Selection' Please select 'Manual Backup Selection' and select your files manually - within the folder titled 'VOLUMES' you can view and select files on your USB storage device.

    External hard drives need to be connected to your device throughout the backup process.

    External drive up to 500GB: 39.95 per year
    External drive over 500GB: 79.95 per year

    Any file can be dragged and dropped from any size external hard drive onto the app and be backed up. The add-ons mentioned above are only needed to backup external hard drives in automated, scheduled backups. Last Update: 11/19/2014

  • 88 Why does my backup seem slow?

    Backing up with Justcloud, or any other online cloud backup service for that matter, does initially require some patience. The main thing to remember is that after the initial backup is complete all future backups will be really fast, this is because Justcloud will only backup files that have changed since the last backup. Justcloud won’t be as quick as backing up to an external hard drive or a CD, that is because when backing up to Justcloud, data is being transferred over the internet, your connection to the internet could be really quick or it could be slow.

    We store your data direct to Google Cloud Storage, which is known as one of the fastest solutions around. Internet speed is the major factor at play with regards to backup speed, you can establish if your internet speed is the cause for slow backups, often Internet Service Providers (ISPs) advertise high speeds, but usually these speeds apply only to download and not to upload. When you backup you are uploading data to Justcloud servers. You can find out your internet upload speed on www.speedtest.net This displays speed in Megabits (Mb), 8 bits are equal to 1 byte, often users assume speed tests display Megabytes (MB) and believe their upload speed to be more than sufficient, when in fact it is quite slow still. A strong upload connection is normally around 8 Megabits per second, it is common for these to fluctuate depending on time of day and multiple other variables, we would expect you to be able to upload roughly 6-10 Gigabytes a day to Justcloud on a sufficient connection. If you find your internet speed is consistently less than 8 Mbps you can often speak to your ISP and discuss options to improve upload speed.
    Aside from internet speed though, there are other factors at play which can affect the speed at which backup takes place...

    Picking a schedule time:
    If you think of the internet and its traffic being similar to road traffic there are peaks of high usage and low usage - during rush hour in the morning or evening, the roads are jammed, the same applies to the internet, if you think about common times when people not only in your household but in your area, or even country, connect to various websites and services this does have a significant effect on connection speed. With Justcloud there are lots of options in Settings to set up a perfect schedule, typically low traffic times are late at night to early in the morning. You can easily set your backup to begin at this time, you just need to ensure your computer is turned on and logged in at the time.

    Selecting only relevant files:
    It seems obvious, but selecting only files you actually need backed up as oppose to everything, will massively reduce backup times. Backing up software is rarely necessary, most software providers will have downloads available on their website, only any custom settings will be worth backing up, these typically are small files which the software provider will be able to tell you where they are located. For example, if you wanted to retain all your various file selection and schedule Justcloud settings you can copy and re-use the files mpcb_backup_conf.db and mpcb_settings.db located at C:\Program Files (x86)\Justcloud\Database

    Backing up files in batches is advisable if you are against the clock, prioritize which are the most important files and folders and select these first. The backup process works through files in a random way, so to ensure the most valuable data gets backed up first it would be worth dividing your initial backup into batches and selecting smaller numbers of files in Settings.

    Disk defragmentation:
    Before running a large backup it may be worth running disk defragmenter. If you are running an older Windows machine where your hard drive file system is FAT or FAT32 it is advisable to do this, as over time files become fragmented across your hard disk, this means your computer has to work harder when accessing these files. A disk defragmenter pushes all these files closer together meaning there is less processing power and hard disk spinning when something like Justcloud accesses them. Once this process has run, it will in turn speed up backup.

    System resource usage:
    Within Settings is a system resource slider, here you can choose how much impact Justcloud has on our CPU, setting this to Heavy (Faster Backups) will result in a quicker backup but can impact on the speed the regular computer usage operates at during backup. If you are not planning on using the computer while the backup takes place this setting is a good one for improving backup speed.


    The most important thing is patience. Once the initial backup is out of the way backups will be really fast, as Justcloud will recognise what is already backed up and only backup new or changed files.

    We have developed innovative encryption technology which allows us to upload small pieces of data for any changes to existing backed up documents. This gives you the ability to restore previous versions and speed up your future backups.

    We have been voted as the fastest backup provider by many industry directories. We use the highest level technology in the server storage world Last Update: 11/19/2014

  • 44 Why hasn't Justcloud backed up my new files?

    If there is any doubt that a file isn't being backed up please first ensure that file is selected for backup in Settings. (Selection > Custom Selection)

    Justcloud will backup your files once per day with default schedule settings, if you have added a new file or amended an existing file within your backup selection it will be backed up when your application is scheduled to run.

    You can however backup a file immediately by dragging that file onto the application or clicking 'backup now'.

    If you are sure your files are selected for backup and are not being uploaded during a backup please consider the following:

    - Checking Settings > Restrictions and ensuring the files in question don't exceed the maximum file size setting
    - Check Settings > Restrictions and ensuring the file extension of the files in question is not listed in the Excluded File Types list
    - Check that the file isn't in use by another program during the backup. If there is no way around it being open enabled VSS in Settings > Volume Shadow Copy
    - If you have recently deleted the file on the Control Panel and are now attempting to re-upload it, please allow 24 hours from deletion before attempting re-upload Last Update: 11/19/2014

  • 24 Will Justcloud still backup if I reboot my computer?

    Absolutely, Justcloud will re-queue your files on restart and continue to backup where it left off. Even if it is in the middle of a file the backup process can pick up exactly where it left off when it next starts. Last Update: 05/13/2013

  • 38 How do I know that my files are backed up?

    There are 3 ways to check a file or folder is backed up...

    Within the Justcloud app:
    On a Windows or Mac application click Restore, this will reveal your files as they reside on the Justcloud backup server. Here you are looking at what has been backed up, you can navigate through folders in much the same way as they were backed up.

    Within the Justcloud mobile app:
    On a mobile app all devices on your account are listed, any files backed up from those devices are accessible. That is presuming your mobile device has an app ready to read the file type.

    Access the Web Control Panel:
    From the main application window click on 'My Files' this will open up your account control panel in your default browser. You can then browse through all the folders and files you have backed up.

    If you wish to access your backed up files from a different computer the control panel URL is https://my.Justcloud.com

    You will need to know your login details to access the account in browser, don't forget to logout if you are on a public computer. Last Update: 11/19/2014

  • 44 How do I backup network drives?

    Backing up files from a network location is achievable with Justcloud. There is an add-on for this ability that you can purchase from your Control Panel.

    If you have files located on a network that you wish to backup you can do so. The process is slightly different to regular file selection.

    On Mac the network drives you have access to appear in the manual selection window. On Windows the process involves a bit more clicking:

    First click on Settings > Selection > Custom Selection > Edit selection...

    This will bring up a new window displaying a file tree of the drives and folders on your computer. However, to backup files from a Network path:

    Click on the 'Add network share' button in the bottom left of the window.

    Then a new pop up requires you to enter:

    - The network path (i.e. the path where the files are on your network)
    - Your network Username
    - Your network password

    Upon entering this and clicking OK your network path will appear on the main manual selection window.

    If this process is unclear it may be best to consult your network administrator for more help.

    Network Drive Backup is 99.95 per year, however without the add-on you can still drag and drop files onto the app from a network location and they will be backed up. Last Update: 11/19/2014

  • 35 How do I backup my emails?

    Presuming your email is stored on your computer then it can be backed up with Justcloud. Typically, most email programs will be archiving your email into a central archive file. If you aren't familiar with how your email is being stored it would be advisable to look into that first prior to attempting to back it up.

    All you need to do is ensure that the email folder or archive file is selected in Settings > Selection > Custom Selection

    Archived email files can be very large so please allow adequate time for Justcloud to back them all up.

    In Microsoft Outlook you can locate the archive file by right-clicking on your Mailbox folder, this is normally the top level folder on the left hand side the the 'Mail Folders' file tree.

    There may be an option on the right-click menu called 'Open File location' this will open the containing folder of your emails and mailbox folders.

    If this option is not on the menu you will need to click 'Properties' and then 'Advanced' it should display the Filename or File path of where the files are located.

    If you cannot locate the files please email support@Justcloud.com confirming the version of Outlook, or any other email client, and we will find out where the files are located for you. Last Update: 11/19/2014

  • 40 How long will it take to backup my files?

    It depends on the amount of data you have stored on your device and how fast your Internet connection is. (Remember you are uploading not downloading)

    Backing up with Justcloud, or any other online cloud backup service for that matter, does initially require some patience. The main thing to remember is that after the initial backup is complete all future backups will be really fast, this is because Justcloud will only backup files that have changed since the last backup. Justcloud won’t be as quick as backing up to an external hard drive or a CD, that is because when backing up to Justcloud, data is being transferred over the internet, your connection to the internet could be really quick or it could be slow.

    We store your data direct to Google Cloud Storage, which is known as one of the fastest solutions around. Internet speed is the major factor at play with regards to backup speed, you can establish if your internet speed is the cause for slow backups, often Internet Service Providers (ISPs) advertise high speeds, but usually these speeds apply only to download and not to upload. When you backup you are uploading data to Justcloud servers. You can find out your internet upload speed on www.speedtest.net This displays speed in Megabits (Mb), 8 bits are equal to 1 byte, often users assume speed tests display Megabytes (MB) and believe their upload speed to be more than sufficient, when in fact it is quite slow still. A strong upload connection is normally around 8 Megabits per second, it is common for these to fluctuate depending on time of day and multiple other variables, we would expect you to be able to upload roughly 6-10 Gigabytes a day to Justcloud on a sufficient connection. If you find your internet speed is consistently less than 8 Mbps you can often speak to your ISP and discuss options to improve upload speed.
    Aside from internet speed though, there are other factors at play which can affect the speed at which backup takes place...

    Picking a schedule time:
    If you think of the internet and its traffic being similar to road traffic there are peaks of high usage and low usage - during rush hour in the morning or evening, the roads are jammed, the same applies to the internet, if you think about common times when people not only in your household but in your area, or even country, connect to various websites and services this does have a significant effect on connection speed. With Justcloud there are lots of options in Settings to set up a perfect schedule, typically low traffic times are late at night to early in the morning. You can easily set your backup to begin at this time, you just need to ensure your computer is turned on and logged in at the time.

    Selecting only relevant files:
    It seems obvious, but selecting only files you actually need backed up as oppose to everything, will massively reduce backup times. Backing up software is rarely necessary, most software providers will have downloads available on their website, only any custom settings will be worth backing up, these typically are small files which the software provider will be able to tell you where they are located. For example, if you wanted to retain all your various file selection and schedule Justcloud settings you can copy and re-use the files mpcb_backup_conf.db and mpcb_settings.db located at C:\Program Files (x86)\Justcloud\Database

    Backing up files in batches is advisable if you are against the clock, prioritize which are the most important files and folders and select these first. The backup process works through files in a random way, so to ensure the most valuable data gets backed up first it would be worth dividing your initial backup into batches and selecting smaller numbers of files in Settings.

    Disk defragmentation:
    Before running a large backup it may be worth running disk defragmenter. If you are running an older Windows machine where your hard drive file system is FAT or FAT32 it is advisable to do this, as over time files become fragmented across your hard disk, this means your computer has to work harder when accessing these files. A disk defragmenter pushes all these files closer together meaning there is less processing power and hard disk spinning when something like Justcloud accesses them. Once this process has run, it will in turn speed up backup.

    System resource usage:
    Within Settings is a system resource slider, here you can choose how much impact Justcloud has on our CPU, setting this to Heavy (Faster Backups) will result in a quicker backup but can impact on the speed the regular computer usage operates at during backup. If you are not planning on using the computer while the backup takes place this setting is a good one for improving backup speed.


    The most important thing is patience. Once the initial backup is out of the way backups will be really fast, as Justcloud will recognise what is already backed up and only backup new or changed files.

    We have developed innovative encryption technology which allows us to upload small pieces of data for any changes to existing backed up documents. This gives you the ability to restore previous versions and speed up your future backups.

    We have been voted as the fastest backup provider by many industry directories. We use the highest level technology in the server storage world Last Update: 11/19/2014

  • 91 How do I delete files I have backed up?

    Files and folders can be deleted from the control panel. To do this hover the mouse over the file or folder you wish to delete and click delete on the right side of the highlight. It can take up to 24 hours for available backup space to be updated.

    We do offer an add-on service called Recycle Bin, with this add-on any files or folders that are deleted go into a recycle bin for 30 days before being permanently deleted. This means if a file or folder is deleted by accident, it can easily be restored from the recycle bin within 30 days of deletion.

    If you intend to delete a file or folder and then upload it again, please allow 24 hours before doing so. This gives plenty of time for the delete process to complete and reduces the chance of failure upon re-upload. Last Update: 11/19/2014

  • 70 What is the maximum single file size I can backup?

    As standard all paid accounts have the potential to backup single files up to 10GB in size. This is done using drag and drop or instant backup.

    In automated, scheduled backups the max file size can be set to 1GB maximum as standard. However, we do offer an add-on service to increase the max file size for automated, scheduled backups to 5GB, this is just 19.95 a year.

    You can adjust the maximum file size allowance in Settings > Restrictions. There are no file size settings on Justcloud mobile apps. Last Update: 11/19/2014

  • 223 My backup has stopped/frozen, what should I do?

    A backup can stall, or appear to have stalled, for a number of reasons....

    Internet Connection outage:
    If the device you are backing up from suddenly looses its network or internet connection backup will stall and await re-connection to resume uploading. The Justcloud application will alert you to a network connection drop out but won't be able to warn you for an internet connection drop or extreme slowdown.

    Large files:
    When the application is processing a large file it can appear as if the software has stalled. A larger file will have a slower moving progress bar than a small file, so don't be alarmed if you do see it moving very slowly. The file currently being uploaded will have its name displayed at the bottom of the progress window, you may recognize it as your email archive or perhaps a video file - these typically being 1 Gigabyte + files.

    Understanding Progress Bars:
    The application shows two progress bars, the top one shows the overall progress of the backup, the bottom one shows file progress. The larger the backup is the longer the slower the top progress bar will move. Little or slow movement generally suggests a large file is being processed.

    Sleep mode, Hibernation or device locking:
    If your computer is set to sleep after a certain amount of inactivity, or if it is set to log out, then the backup will stop. Windows and Mac sleep settings stop the hard disk from spinning meaning the Justcloud app can't access stored files for upload. Mobile devices locking may prevent large backups from continuing, check your devices settings for background app refresh.

    Background Service stopped:
    Sometimes, on Windows this is, the background service of the Justcloud application can be terminated in error by Windows. If this happens the backup will stall, you just need to follow a few steps to restart it:

    1) Hold down the windows key (bottom left of the keyboard) and press 'R'
    2) Type 'services.msc' into the run box and press enter
    3) Locate 'computer backup' on the list of services. Right click on 'computer backup' and choose to restart/start.
    4) Open your Justcloud application and click 'start backup' or 'resume' Last Update: 11/19/2014

  • 0

    If you log into your control panel, http://my.Justcloud.com and click 'My Backups' you will either go to a file browser view of your backed up files or see a drop down of all the devices you have backed up. In this case click the device which you wish to see the backup for and you will be taken to a file browser view of the backed up data. Last Update: 02/13/2014

  • 72 Where is my data stored?

    Justcloud stores all data using Google Cloud Storage servers; the most comprehensive and reliable storage provider available on the internet.

    Currently, data is stored in American data centers. For security reasons, Google do not disclose location information about their data centers.

    We adopt several administrative, technical and physical measures to ensure the security of your data.

    Working with our Storage provider (Google Cloud Storage) we are extremely confident that customer data is safe & secure. Google servers are physically some of the most secure in the world today:

    - Physical barriers & perimeter fencing
    - 24/7 Security Presence
    - Access control with bio-metric ID
    - Video monitoring and video analytics
    - Hard disk destruction management
    - Fire detection and supression

    Aside from physical security all data is stored in multiple locations to ensure reliability and eradicate the chance of data loss.

    Data is of course encrypted by us during upload and stored encrypted on our servers.

    No one but you can access your Justcloud files unless you purposely share files or folders. Sharing can be actioned privately or via public links, the share can be disabled at any time at the account holder’s discretion.

    Our strict staff policies mean Justcloud employees cannot access file content, however file metadata (filenames and filepaths) can be viewed for escalated technical support purposes as detailed in our privacy policy.

    If you wish to encrypt data prior to upload there are plenty of free applications available to do so, however it isn't a necessity. Last Update: 11/19/2014

  • 37 Can I backup a USB, Flash or Pen Drive?

    To backup an external hard drive that is over 16GB in automatic, scheduled backups you will need our external drive add-on service which can be purchased from within your control panel.

    However, any USB drive under 16GB can be backed up with no further charge, on Windows the external hard drive will show up on the file selection window with the mapped drive letter name name of that drive.

    On a Mac simply open the application and click on 'Settings', under the tab 'Backup Selection' Please select 'Manual Backup Selection' and select your files manually - within the folder titled 'VOLUMES' you can view and select files on your USB storage device.

    External hard drives need to be connected to your device throughout the backup process.

    External drive up to 500GB: 39.95 per year
    External drive over 500GB: 79.95 per year

    Any file can be dragged and dropped from any size external hard drive onto the app and be backed up. The add-ons mentioned above are only needed to backup external hard drives in automated, scheduled backups. Last Update: 05/13/2013

  • 221 I have paid but I'm still told to upgrade, why?

    In some cases orders are held for additional verification. If your order is held you will not be granted full access to the program until your order has completed. To expedite the process please email orders@Justcloud.com

    It can take up to 2 hours for an order to fully process, your patience is greatly appreciated. Last Update: 11/19/2014

  • 54 What operating systems does Justcloud run on?

    Justcloud works on the following operating systems:

    Windows XP, Vista, 7 and 8
    Mac OS X 10.5+
    Debian Linux
    Android
    iOS
    Blackberry
    Windows Phone 8
    Kindle Fire

    If your cell phone isn't yet supported you can access backed up files through our mobile site http://mobilemy.Justcloud.com Last Update: 11/19/2014

  • 20 How do I disable my Firewall?

    A software firewall can help protect your computer but at the same time can cause issues with your networking. For example, Justcloud may not be able to connect to the backup servers because of a firewall.

    Really, you should never need to completely disable your firewall for Justcloud to run, if your Firewall is blocking the Justcloud application you will need to allow the following hosts / ports:

    backupgrid.net Port 80/443
    upld.storage.googleapis.com Port 80/443

    You many also need to enter a destination IP:

    backupgrid.net - 184.154.150.140
    upld.storage.googleapis.com - 173.194.67.132

    To establish if the firewall is the problem disabling it depends on what firewall or antivirus program is installed. Below are some recommendations for disabling the firewall installed on your computer.

    Windows Vista and Windows 7 users:
    - Click Start and in the Search for Programs and Files box type Firewall and press enter.
    - In the found programs click Windows Firewall.
    - If the Windows Firewall is enabled the Windows Firewall state will be on. To turn it off, click Change settings or
    - Turn Windows Firewall on or off in the left column.
    - In the Firewall Settings window, select Off and click ok.

    Windows XP users
    - Click Start, Settings, Control Panel and open Network Connections.
    - Within the Network Connections window, right-click the Local Area Connection and select Properties.
    - Within the Local Area Connection Properties window, click the Advanced tab.
    - Finally, uncheck the Protect my computer and network by limiting or preventing access to this computer from the Internet option.
    - If you are attempting to disable the Windows XP firewall but this option is already unchecked, another developer's firewall program may be installed on the computer.

    If you have another firewall program or antivirus program that includes a firewall these can be disabled by opening the program or opening the programs Control Panel. For example, in Microsoft Windows users can often right-click on the antivirus or firewall icon in the Systray and launch or open the control program or disable the firewall through the menu that appears after right-clicking the icon. Last Update: 11/19/2014

  • 56 My files haven't backed up in a long time, why?

    The default schedule settings ensure Justcloud backs up your computer everyday if your computer is turned on and connected to the internet.

    If the files selected for backup have not changed since the last backup then they won't be backed up again, they will be skipped.

    You can check on what files are backed up on the control panel https://my.Justcloud.com

    If when you click Start Backup nothing happens, the button is unresponsive, or because a scheduled backup hasn't occurred when it should have, or possibly all of these problems apply, it means the Justcloud background service isn’t running.

    Windows sometimes closes background services from running or clashes occur which cause them to close so something else can run. If the background service isn’t running you will see a small yellow cog icon visible in the top right of the Justcloud application.

    Clicking on the cog icon will restart the background service and will then re-enable upload to take place via manual or schedule executed backups.

    If the cog icon does not immediately go away upon being clicked then you may need to change the Windows user account the service runs under. At the moment the service is likely to be running under the Local System account, to change this:

    1. Press the Windows key + R
    2. In the Run window type services.msc
    3. Locate in the list of Services one called Computer Backup
    4. Right-click on Computer Backup and select Properties
    5. Click the Log On tab
    6. Select This account
    7. Click Browse, click Advanced, click Find Now
    8. Various accounts will be listed, select your user account and click OK
    9. Click OK on the User Select Window
    10. Enter the password for the selected account and click OK

    You should now be able to restart the background service on the Justcloud application by clicking the cog icon. If you don’t know your Windows account, press the Windows key + R, type cmd, then in the command window type whoami, this will display your user account name.

    The Windows account that you use must have a password assigned to it for the service to run under your account. Otherwise the service cannot be started for security reasons. You probably have a password, but if not you can set one up from the User Accounts section of the Windows Control Panel.

    There is a chance you will see the cog icon displayed when the computers starts up. The background service by default has been set to a delayed start, this means it waits for all the Windows services to begin first before it starts. If you find 2-3 minutes after Windows has started that the cog icon is still showing, but disappears when clicked, you may need to alter the service starting:

    1. Press the Windows key + R
    2. In the Run window type services.msc
    3. Locate in the list of Services one called Computer Backup
    4. Right-click on Computer Backup and select Properties
    5. Ensure that the Startup type is set to Automatic (Delayed Start)
    6. Then click on the Recovery tab
    7. In the First failure, Second Failure and Subsequent failures drop down menus select Restart Service
    8. Click Apply and OK

    This should be a pretty solid way of ensuring the background service is always running and scheduled backups take place as expected. Last Update: 11/19/2014

  • 82 What is the difference between sync and backup?

    File syncing and computer backup are two very different features. It is important to not confuse the two.

    Backup:
    Takes a copy of the file and uploads it to our servers for safe keeping, you can get your files back at any time if you accidentally delete or lose a file by downloading from the Control Panel or restoring via the desktop application.

    Sync:
    Allows you to sync the same files between multiple computers, syncing mirrors a folder on one computer on another.

    The two features are very different. Please note that Justcloud offers unlimited backup space, not unlimited sync space. Whilst Justcloud allows you to sync between an unlimited number of computers your paid license only allows you to backup one machine. You are able to purchase an additional license for a second computer with unlimited backup space for only 29.95 a year. Last Update: 11/19/2014

  • 39 How do I stop a backup?

    When a backup is in the progress of running there is an option to stop the backup, this button is situated top right above the progress bars on your Justcloud application.

    Stopping a backup does not mean the backup has to start all over again next time, it will pick up exactly where it left off with the file being uploaded at the stop time.

    If a backup is stopped you can then choose new files to backup and start the backup again when you wish. If you do not manually start the backup it will automatically run at the scheduled time. Last Update: 11/19/2014

  • 20 Can I pause a backup?

    You can pause a backup at any time by clicking on the pause button located on the desktop application to the right of the progress bars. Once paused you can resume the backup at any time.

    Also in the application schedule settings you can set the backup to automatically pause between certain times in the day. If you plan to leave a laptop backing up unsupervised we strongly advise setting an automatic pause period. Laptops are notoriously bad for getting too hot and overheating, please don’t run this risk prior to your files being backed up with Justcloud.

    In the Power & CPU settings of the app you can also set pauses to occur whenever your computer is on battery power, backup can be quite battery intensive so if you are on the move without power, this option is for you. Last Update: 11/19/2014

  • 51 Does Justcloud always upload the entire file every time a backup is performed?

    Each time a backup is performed a check is carried out, this check looks at whether the files in backup selection have changed since the last time they were backed up. If the files haven't changed, then they aren't uploaded again.

    This means only new and changed files are uploaded in each backup performed.

    This process can also be applied on a file level. When a file changes, only a fraction of the data is different. Justcloud has the ability to operate incremental file backup, this means only the changed parts of files are uploaded in each backup performed, this makes the backup even quicker.

    Enabling incremental backup is carried out in Settings > Incremental Backup Last Update: 11/19/2014

  • 40 Does Justcloud backup files in any order?

    No, Justcloud randomly selects and queues files for a faster and more efficient upload. Last Update: 02/20/2013

  • 32 Can I backup multiple computers on one account?

    Justcloud allows you to backup one computer per paid account. If you wish to purchase additional licenses we can offer these for only 29.95 a year per extra computer.

    You can however sync between as many computers as you wish for free simply by installing the application on your other computers. Last Update: 11/19/2014

  • 75 Can I backup more than one computer?

    Justcloud allows you to backup one computer per paid account. If you wish to purchase additional licenses we can offer these for only 29.95 a year per extra computer.

    You can however sync between as many computers as you wish for free by simply installing the application on your other computers. Last Update: 11/19/2014

  • 35 Do you offer file versioning?

    We certainly do! As part of a paid account Justcloud gives you access to the last 7 versions of a file. Upgrades are available to view keep every single version of a file. Last Update: 11/19/2014

  • 15 Where can I find previous versions of my files?

    If you log into your control panel, http://my.Justcloud.com and click 'My Backups' you will either go to a file browser view of your backed up files or see a drop down of all the devices you have backed up.

    Once viewing the file you wish to access previous versions of, hover over the file name and click where the 'Versions' link appears.This will bring up a light-box containing all available versions of the file for you to download should you want to. Last Update: 11/19/2014

  • 42 How can I instantly backup a file?

    Justcloud is the first company to offer Drag & Drop to an application for instant backup. Simply open your application by double clicking on the desktop icon and drag any file you wish onto the application, a window will then appear showing that the file is immediately backing up.

    Justcloud has also given users a second option for instant file backup; by right clicking on a file and using the Justcloud context menu to send to 'Instant Backup'.

    Very Cool. Last Update: 02/13/2014

  • 68 I cannot see my files that have been backed up on my online account. Why?

    Files and folders should show in exactly the same structure in the online file browser as they are on your computer.

    If files are missing this would mean they are yet to be backed up, it would be worth checking your backup settings to ensure no single setting is preventing the backup of some of your files.

    If you do not find anything in the application settings that could explain why files are not being backed up please email support@Justcloud.com explaining that you have checked settings and confirm the paths of data not uploaded. Last Update: 02/13/2014

  • 51 What do I need to change my Firewall setting to in order to allow Justcloud ?

    If your Firewall is blocking the Justcloud application you will need to allow the following hosts / ports:

    backupgrid.net Port 80/443
    upld.storage.googleapis.com Port 80/443

    You many also need to enter a destination IP:

    backupgrid.net - 184.154.150.140
    upld.storage.googleapis.com - 173.194.67.132 Last Update: 03/14/2013

  • 55 Why should I use Justcloud instead of an external hard drive?

    There are some major disadvantages in using an external hard drive for backup which do not exist when using Justcloud:

    - Just like your main hard drive, external drives can and will one day fail

    - Experts recommend backed up data should be kept a minimum of 250 metres away from the original data in case of fire or water damage, yours is next to your computer, isn't it?

    - External hard drives can be stolen, not only meaning your back up will be gone but your sensitive data will be available to the thief!

    - External hard drives that don’t require a power socket drain laptop batteries, those that do need a power socket are cumbersome to use on the move.

    - Backing up to an external drive requires input from you, our software is automated and means your data is kept up to date in the cloud

    We maintain secure Google Cloud Storage data servers which cannot lose your data, your data is not only safe but also secure – it is encrypted and no one but you can access it. Last Update: 11/19/2014

  • 56 How do I backup my music from iTunes?

    iTunes has fast become the most popular software for organizing and playing music on our computers. It does a fantastic job with organisation, however it can be a little bit complex when it comes to actually finding the files on your computer if it hasn’t been set up quite right.

    We frequently are asked why iTunes music hasn’t been backed up, first off it is important to understand that iTunes is a piece of software - it simply reads music files such as MP3’s and AAC’s, these files are not actually in iTunes, they reside somewhere on your computer.

    If you have bought music from iTunes it is highly likely it has been stored on your computer at C:\Users\Username\Music\iTunes\iTunes Media however, if you have ever altered the settings in iTunes you may have changed the default location where iTunes stores music.

    Music files in other locations on your computer (i.e. Desktop, My Documents, Downloads) could potentially be accessible in your iTunes Library, it is very easy to think the files that are displayed in the iTunes library are all in the same place on your computer, this might not be the case.

    For example, let’s imagine you have:
    - Downloaded 5 music albums via iTunes, which are now stored in the ‘iTunes Media’ folder
    - Have copied 5 albums from CDs, to your computer’s ‘Desktop’

    You then proceed to play all 10 albums through the iTunes application. Realizing you have just listened to ten of the greatest albums ever, you have a sudden urge to back them up. You think to yourself; This is a no-brainer—since I listened to all the albums through iTunes, I’ll select the ‘iTunes Media’ folder in BRAND (such as C:\Documents and Settings\username\My Documents\My Music\iTunes\iTunes Media) and that will take ensure these albums are backed up.

    You’d be wrong in thinking this. The file sources are different, you see, and so you’d only be backing up the albums you had downloaded via iTunes. You may have used iTunes to view and listen to the 5 albums you copied from CDs, but they’re located on your Desktop. (C:\Users\username\Desktop—not in ‘iTunes Media’)

    Fear not though, this does not mean you need to work out where all this music is on your computer in order to ensure it is all backed up. That would take a long time, luckily iTunes has some features that make consolidating all your music very easy.

    Consolidating your music library is carried out through iTunes:

    1. Open iTunes
    2. Press ALT (This displays the menu bar)
    3. Select Edit, Click Preferences
    4. In the preferences window click the Advanced tab
    5. Tick the checkboxes to Keep iTunes Media folder organised and Copy files to iTunes Media folder when adding to library
    6. Click OK

    This will now ensure that when anything is added to the library it is added to the iTunes Media folder, thus consolidating all your music into one location on your computer. Depending on the size of your library iTunes may take a while completing the consolidation.

    This will now mean that there are copies of music files in the original location and in the iTunes media folder, therefore there will be duplicates across your computer that you may wish to clean up. Within iTunes you can find out where files are located by right clicking on them and selecting Get Info from the context menu.

    Clicking Get Info will display more information about a track or album and specifically where it is located on your computer. Last Update: 11/19/2014

  • 59 How do I backup emails from Outlook?

    The process varies depending on the version of Outlook you are using, however basically you need to locate the file path of where the files are stored.

    This can be done by right clicking on your Mailbox in outlook, this is normally the top level folder on the left hand side the the 'Mail Folders' file tree.

    There may be an option on the right click menu called 'Open File location' this will open the containing folder of your emails and mailbox folders.

    If this option is not on the menu you will need to click 'Properties' and then 'Advanced' it should display the Filename or File path of where the files are located.

    If you cannot locate the files please email support@Justcloud.com confirming the version of Outlook, or any other email client, and we will find out where the files are located for you. Last Update: 11/19/2014

  • 28 Is there a bandwidth limit?

    Not at all, we impose no bandwidth limit on our customers. Last Update: 02/20/2013

  • 28 How much data can I backup?

    We offer three different backup plans:

    - 75 Gigabyte Home Plan

    - 250 Gigabyte Premium Plan

    - Unlimited Plan

    So potentially you can backup an unlimited amount of data with us! Last Update: 02/20/2013

  • 33 I lost power when backing up, what can I do?

    Not a problem. When you restart your computer and start a new backup it will resume from where it left off within a couple of minutes. The application only backs up new or changed data in your backup selection, therefore it won't keep backing up the same files over and over.

    When you do begin a new backup process the application will run through the whole backup selection to check for updates to files, if there aren't any changes it will speed through the checking process very quickly. Last Update: 02/20/2013

  • 15 Drag and drop

    We have now added the ability to drag and drop files to your sync folder using your browser. This new feature means that you don't have to have the application installed on the computer, if you want to add a file to your sync folder.

    Simply log in to your account and you will notice on the left has sided a window called “Add files to your Sync Folder”. To use this feature, simply highlight the files you wish to backup and drag the files onto the “Drag and Drop” window. This will automatically start backing up your selected files. Or, click on the “Select Files” button and pick the file through the folder tree.

    The maximum single file size you can upload via the control panel is 100mb.

    Please note that this feature is only compatible with, Firefox, Chrome, Safari and Opera. It is NOT compatible with Internet Explorer. Last Update: 02/13/2014

  • 13 What is Drag and Drop

    Drag and Drop gives you the freedom to quickly backup odd files very easily and quickly.

    Drag and Drop is an easy way for files to be included in your backup selection, in a secure way. On the application you will see a Drag and Drop button located on the top tabs.

    To use this feature, simply highlight the files you wish to backup and drag the files onto the “Drag and Drop” window. This will automatically start backing up your selected files. Last Update: 02/13/2014

  • 0 Can I start a backup remotely when I am away from my computer?

    Assuming your computer is turned on and the Justcloud app is running in the background you can start a backup remotely. Once logged into the control panel http://my.Justcloud.com simply click on the device you wish to start the backup on from the left side bar > then click on Settings > then click 'Start a backup now' and your backup will begin. Last Update: 02/13/2014

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