Backup.com Frequently Asked Questions

Please select a category to jump to that topic's questions.


Account Questions

I enter my backup.com password, but it keeps saying it is invalid. Why?

Answer: The password is case sensitive and cannot contain spaces. Try the same password in all uppercase and/or lower case. The password may also contain other characters such as #, & or $.

I forgot my password, how can I reset it?

Answer: Please call the Customer Support Team. For security purposes. Customer Support will not send passwords via e-mail. Only the account owner can make a request to reset the account password. Additional verification may be required. After you receive your new password, you will need to change it to something other than what Customer Support gave you.

How do I change my password?

Answer: You can change your password by following these steps:

  1. Start at the account login page.
  2. Enter your account ID and current password.
  3. Click the "Edit Account Info" button followed by the "Customer Profile" button.
  4. You will then have access to change your password (and update any other information including the password hint). For account security, the Customer Profile screen will only show four characters of previously saved passwords.
  5. After completing your changes, click "Save Changes".
  6. Click "Yes" if a security warning comes up after clicking "Save Changes".
I tried accessing my account but it's telling me it's disabled/inactive, why?

Answer: Your account has been closed for one of the following reasons:

  • You requested cancellation by contacting Customer Support or via the backup.com website
  • Your credit card was declined due to an invalid card number or insufficient funds
  • You contacted your credit card company and refused the service charge

For additional information or to re-activate service, contact the Customer Support Team.

How do I cancel my account?

Answer: To cancel your account, please send an email with the full name, e-mail address and account ID (if you have it) as it appears on the account. Please indicate in the message that you would like to cancel your account.

Your account ID can be located by right-clicking on the Backup Neighborhood icon located on your Windows Desktop. Click on Properties and you will find your Account ID in the Properties Dialogue box.

After your account is closed, all data on the account will be automatically removed 7 days after cancellation.


Backup Questions

I keep getting a message that says I have not selected any data to be backed up. What's wrong?

Answer: You must select at least one file to be backed up. If you need help selecting your files, please review our Getting Started tutorial or contact the Customer Support Team for assistance.

How do I know if I have backed up everything I want successfully?

Answer: Open the main backup.com program by double left-clicking on the backup.com icon (the icon that looks like a small gray computer and safe located in your Windows System Tray) and click on the "Restore" button. Look a look at the first entry and verify that you see the folders and data files you had selected for backup.

We recommend that periodically (and always after you have changed your backup set) verify that you see all the files you need in the "Restore" screen. This process does not restore any data to your computer unless you start the restore.

After my backup completed, I received a message "Protected Data Limit Reached." What does this mean?

Answer: It means you've selected more data to protect than your account allows. Make sure that you are selecting data only and not program files. This also indicates that the backup didn't complete successfully. Online Backup will not retain incomplete backups.

If you need assistance in selecting files or want to increase your data limit to protect more megabytes of space visit our Upgrade section or contact the Customer Support Team.

Do I have to let my backups run automatically?

Answer: No, you can set the backups to be done manually if you so desire. To learn how to start a manual backup visit the "Determine your backup schedule" section of the Getting Started tutorial.

How often are the backups performed?

Answer: By default, backups occur once a day automatically. You can customize the backup schedule or run a manual backup at any time. backup.com's flexible scheduler allows you to specify which days you would like backups to happen. You can also tell the program to only run within a certain timeframe (i.e.: from 11:00PM until 5:00AM).

To change the backup.com Scheduler, right-click on the Backup Neighborhood icon located on your Windows Desktop. Click on Properties and then the Schedule tab. Please note that the computer must be on and not in any power suspension mode in order for the backup to work.

Do you backup open files on my computer?

Answer: No, open files will not be backed up. To ensure proper backups you must close any files/programs that have data selected for backup.

Can I backup data files on drives other than my C drive?

Answer: You can back up data on any drive including partitioned drives and mapped network drives. backup.com cannot access or backup data stored on removable media such as a CD, USB or Zip drive.

My business depends on 50 megabytes of critical data. Is it practical to protect this much data each day using a high speed modem on my PC?

Answer: For typical users, yes! Your initial backup may take several backups to complete. The backup.com communications method is highly robust. In addition to using data compression, backup.com also uses a highly effective sub-file data signature technique that greatly reduces the transmission time of subsequent backups. This means that prior to transmitting your data; your computer compares sub-file data signatures, encrypts and compresses your data. Typical initial backups are performed at the rate of 10 to 15 megabytes per hour using 28K modem connections. Subsequent backups on a 50 megabyte data set may only take a few minutes, depending on how much has changed since the previous backup.

How do I reinstall my backup.com account?

Answer: Click here to start the reinstallation process. You will need your account ID and password in order to reinstall. If you need assistance please contact our Customer Support Team.

Is my backup space cumulative?

Answer: No, it is not. Your backup limit is based on the amount of space you have purchased. For example, if you have signed-up for a 1-gigabyte account, you have full access to that space each time the backup runs. In that example, you could backup a full gigabyte repeatedly, night after night, as long the data you selected for backup does not push your account over your 1-gigabyte limit.

What does "System Resume" mean?

Answer:This message indicates your computer went to sleep to reserve power. This feature is typically called System Standby or Hibernation and is a feature of Windows Power Management. In order for backup.com to work properly, you will need to disable all power management options with the exception of the monitor. If you need assistance please contact our Customer Support Team.

How long do you retain my data?

Answer: The backup.com service works as an incremental backup system. Each successful backup will be retained for 90 days from the date the backup was completed. As long as you keep backing up the same files, they will always be available for restore as long as the backups complete without any errors. If you delete the file from your computer or de-select it from backup, it will be removed from the backup system 90 days after the last time you successfully backed it up. What this essentially means is backup.com is not an archival service.


Billing Questions

How much data can I backup?

Answer: You can backup and protect as much data as permitted by the service level you are enrolled in. For example, with the default service level, you will be able to protect up to 50 megabytes of data. If you choose to upgrade your service, that limit will increase.

How do I purchase additional capacity/upgrade my protected data limit?

Answer: If you wish to upgrade your account, click here. You will need to enter your account ID and current password. Click the "Edit Account Info" button followed by"Service Upgrade". You will then have access to upgrade your account.

If you wish to upgrade your account and update your contact information, click on "Customer Profile" instead. You can upgrade your account and update your contact information at the same time. For account security, the "Customer Profile" screen will only show four characters of previously saved passwords.

How will you bill me for the service upgrade?

Answer: You will be charged in full for the new data limit you selected. The remainder of your prior paid subscription will be added onto your account as an extension of service. A monetary refund will not be issued. The upgrade will also change your renewal date to the same day you upgraded. For example: if you upgrade your account today, you will not be billed again until next year on the same date unless you perform another upgrade.

Is there a charge to restore my data?

Answer: No! There is no charge to restore your files online.

Are there any other costs?

Answer: Unlike conventional backups, there are no additional hardware, software, or bandwidth (transfer) costs. Depending on your Internet Service Provider, local phone charges may apply.

How do I update my credit card?

Answer: If you wish to update the credit card, click here. Enter your Account ID and current password. Click the "Edit Account Info" button and then "Customer Profile". You will then have access to update your credit card (and update any other information). For account security, the Customer Profile screen will only show four characters of previously saved passwords.

What methods of payment do you accept?

Answer: We accept Visa, MasterCard, and American Express. Payment can also be made by check or purchase order. If you have any further questions, please contact our Customer Support Team.

How do I renew my account?

Answer: You will be automatically billed using the credit card we have on record for each year your backup.com account remains active regardless if you're using it or not. You will see the service charge come from SwapDrive-backup.com.

I need a receipt for service. How can I obtain one?

Answer: If you need a receipt, please contact our Customer Support Team. Please provide your account ID, name on the account and the email address you want the receipt sent to.

What is your refund policy?

Answer:Customers can request a refund within 60 days of product installation or renewal date. A refund is not available if it is after this time period.

To request a refund, contact the Customer Support Team. When requesting a refund, please be prepared to provide your account ID number, and the e-mail address used when subscribing to our service. Customer Support will process your request upon receipt, and email verification will be automatically sent to the email address on record.

I have questions about my account.

Answer: If you have any questions regarding your account, please contact our Customer Support Team. Please provide your account ID and the name on the account with your inquiry.


Connection Questions

What kind of Internet connection works with backup.com?

Answer: Any Internet connection will work. You can use dial-up modem, high speed LAN, ISDN, DSL or your local cable connection. If you're an AOL or MSN user, click here.

What information do I need so backup.com can connect through my firewall?

Answer: If you are attempting to install or use our software behind a firewall (possibly a work computer), you will need to open TCP port number 16841 for outgoing TCP/IP connections only. If you are not familiar with configuring firewalls, please contact your Network Administrator with this information. If this is for your home computer, it may be that you're using a router with a built in firewall, please refer to the router documentation for assistance. If you're still having difficulties, please email the Customer Support Team.

I use AOL or MSN as my Internet Service Provider. Can I still use backup.com?

Answer: With AOL or MSN as your ISP, it takes a little more personal effort in order to utilize backup.com. Here are a few things you can adjust to make it more convenient for you.

  1. You will have to be connected to AOL or MSN before installing backup.com, performing a backup or restore.
  2. Change the connection settings under Comm Settings from within the backup.com program (select the "Permanent Internet Connection" option, do not use dialup networking).
  3. You are advised to perform manual backups since the backup.com program cannot dial out to perform a scheduled backup. You will need to make sure your AOL or MSN connection is up and running when you do. To start a manual backup, right click on the backup.com icon in the system tray and select Start Backup.

AOL users may get disconnected after 10 minutes of non-activity within the AOL network. We suggest either downloading a "Connection Utility" or enter an AOL chat room that has low or moderate activity. Please note either method will require you to manually disconnect as well.


File Selection Questions

Please Note: All suggested file selection information are provided as is and is not guaranteed to be 100% accurate. It is your responsibility to verify the proper file extensions are selected by verifying this information with the software manufacturer to ensure you're backing up all necessary data files.

Is there a tutorial that will show me the basics on locating the software, selecting files and creating/starting a backup?

Answer: There sure is. Please click on this Getting Started Tutorial link for an overview of setting up backup.com. You may also view our User Guide for a detailed guide on all features of the service.

Is there a backup.com User Guide that would show me how to use all the features of backup.com?

Answer: A detailed user guide is available as a PDF download. Please click here to download you copy of the User Guide. Please note this will require Adobe Acrobat Reader 6.0 or greater to view. A copy of Adobe Acrobat can be downloaded free of charge by clicking here.

I want to backup My Documents, where is it?

Answer: By default, any files you create within Microsoft Word, Excel, PowerPoint, Access and other parts of the Office product save data in My Documents. The location of My Documents will vary depending on what version of Windows you're using.

  • Windows 95/98/98SE: C:\My Documents
  • Windows ME: C:\My Documents or C:\Documents and Settings\yourusername\My Documents
  • Windows 2000/XP: C:\Documents and Settings\yourusername\My Documents

Please note that the My Documents directory may contain sub directories such as My Pictures and My Downloads that you may not wish to backup.

What files do I need to select to backup Quicken?

Answer: Your Quicken data files are stored by default in the "QUICKENW" folder. The default program location will vary depending on what version you're using. Quicken 2001 and below are installed in C:\QuickenW. Quicken 2002 and above are installed in C:\Program Files\QuickenW or C:\Program Files\Intuit\Quicken.

You will want to backup all files with the extensions of ".QDF", ".QSD", and ".QEL". Depending on the version of Quicken you're using, there may be additional data files you may want to select for backup. These extensions are NPC, ADB, EML, HCX, QPH, QTX, QMD, QDT, QIF, and QDB.

For example, if you created a Quicken file called "QDATA", your Quicken files would be called "QDATA.QDF", "QDATA.QSD", and "QDATA.QEL".

What files do I need to select to backup QuickBooks?

Answer: Your QuickBooks data files are stored by default in the QuickBooks program directory. The default program location is C:\Program Files\Intuit\QuickBooks. QuickBooks files will use the company name you gave them. You will want to backup all files with the extension of "QBW". Depending on what features you use in QuickBooks, you may also want to backup files ending in "QBA" and "TDB".

For example, if you created a QuickBooks file called "MyCompany", your QuickBooks files would be called "MyCompany.QBW", "MyCompany.QBA", and "MyCompany.TDB" and you would normally find them in the QuickBooks folder.

What files do I need to select to backup my TurboTax data?

Answer: Your TurboTax data files are stored by default in the TAX01 program directory. TurboTax the first four letters of your last name, followed by the last four digits of your Social Security Number, followed by the extension .tax. This information is valid for TurboTax versions 2000 and above.

What files do I need to select to backup Microsoft Money?

Answer: Your Microsoft Money data files are stored by default in C:\My Documents or C:\Documents and Settings\yourusername\My Documents ("yourusername" will vary depending on if you use a specific username to login to your pc or not). You will want to backup all files with the extension of MNY.

For example, if you did not change the default name, your file would be called MyMoney.mny.

What files do I need to select to backup Outlook?

Answer: Outlook stores mail, calendar and contact information in a single file. By default, it is named Outlook.pst. This file is normally nested and is easier to select for backup using the following method:

  1. Click on the Start button and select Find or Search.
  2. Select "For Files and Folders".
  3. When the next screen comes up, enter *.PST where it says "Named".
  4. Where it says "Look In", select Local Disk or C: and click Find or Search Now.
  5. The search results should find at least one match. The file you're looking for will have a modified date matching the last time you opened Outlook. Right-click on the filename and select "Add to Daily Backup" and you're done.

If you need assistance, please contact the Customer Support Team.

What files do I need to select to backup Outlook Express?

Answer: Outlook Express stores each mail folder in separate files. By default, each filename ends with the extension of DBX such as inbox.dbx. These files are typically nested and are easier to select for backup using the following method:

  1. Click on the Start button and select Find or Search.
  2. Select "For Files and Folders".
  3. When the next screen comes up, enter *.DBX where it says "Named".
  4. Where it says "Look In", select Local Disk or C: and click Find or Search Now.
  5. The search results may find several matches. To verify you have the right set of files, the inbox.dbx file will normally have a modified date matching the last time you opened Outlook Express. Right-click on each DBX file and select "Add to Daily Backup" and you're done.

If you need assistance, please contact the Customer Support Team.

What files do I need to select to backup my Outlook Express address book?

Answer: Outlook Express stores your contacts in a single file that ends in the extension of WAB such as addressbook.WAB. This file is typically nested and is easier to select for backup using the following method:

  1. Click on the Start button and select Find or Search.
  2. Select "For Files and Folders".
  3. When the next screen comes up, enter *.WAB where it says "Named".
  4. Where it says "Look In", select Local Disk or C: and click Find or Search Now.
  5. The search results should find one file. The addressbook.wab file will normally have a modified date matching the last time you added or modified a contact within Outlook Express. Right-click on the WAB file and select "Add to Daily Backup" and you're done.

If you need assistance, please contact the Customer Support Team.

What files do I need to select to backup my ACT data?

Answer: ACT stores all the database files in one specific location and depends on what version of ACT you're using:

  • For 1st ACT! for Windows, the default is C:\1Actwin\Database.
  • For ACT! 2.0 for Windows, the default is C:\Actwin2\Database.
  • For ACT! 3.0, the default is C:\Act\Database.
  • For ACT! 4.0 the default is C:\Program Files\Symantec\Act\Database
  • For ACT! 2000 the default C:\My Documents\Act\Database.

Make sure to select all of the files required to make a full backup of your databases. Each ACT! database is made up of more than one file. The number of files will vary from 12 to 22, depending on your ACT! version. For example, to back up the Demo database, select all the files with the name Demo, regardless of their extensions.

What files do I need to select to backup my GoldMine data?

Answer: GoldMine stores your data in multiple directories. The following information assumes you have installed GoldMine in the default location of C:\Program Files\GoldMine.

This information will only work if your GoldMine data is stored in the dBase format. In order to backup your GoldMine data, you will want to backup each of the following directories:

  • C:\Program Files\GoldMine\Common
  • C:\Program Files\GoldMine\GMBase
  • C:\Program Files\GoldMine\Reports
  • C:\Program Files\GoldMine\Templates
  • C:\Program Files\GoldMine\Speller

If you want to be absolutely certain that you will be backing up all of your contact data, you can utilize the internal backup method of GoldMine and backup the file that it will create This can be done in addition to selecting the specific directories or as an alternative. Information on how to use this feature can be found by clicking here.

If you are using MS SQL as your database format within GoldMine, read the directions on how to do so by clicking here. Once you have exported the data from MS SQL as the directions state, select the exported file from SQL and the other files listed.

If you need assistance, please contact the Customer Support Team.

How can I backup my AOL 9.0 mail and favorites?

Answer: The AOL data files are stored in the Organize folder. The ORGANIZE folder contains a list of screen name files that hold the Personal Filing Cabinets (PFCs) and Favorite Places for each screen name in use on that computer.

In order to backup your Filing Cabinet to another computer, backup the Organize folder of the AOL 9.0 software you are currently using and then paste to the AOL 9.0 Optimized folder on the new computer.

Follow these steps to locate and select the Organize folder for backup:

  1. Launch the AOL program
  2. On the AOL Toolbar, click HELP, then choose ABOUT AMERICA ONLINE.
  3. Hold down the CTRL key on your keyboard and tap the letter H.
  4. On the AOL Help Panel, click START SYSINFO TOOL.
  5. Click DATA FOLDER and then double-click the America Online 9.0 folder.
  6. Right-click on the ORGANIZE folder and click on "Add to Daily Backup". This will select all the Screen Name files on your account.

If you are using a different version of AOL or need further assistance, please contact the Customer Support Team.


General Questions

Is there a tutorial that will show me the basics on locating the software, selecting files and creating/starting a backup?

Answer: There sure is. Please click on this Getting Started Tutorial link for an overview of setting up backup.com. You may also view our User Guide for a detailed guide on all features of the service.

Is there a backup.com User Guide that would show me how to use all the features of backup.com?

Answer: A detailed user guide is available as a PDF download. Please click here to download you copy of the User Guide. Please note this will require Adobe Acrobat Reader 6.0 or greater to view. A copy of Adobe Acrobat can be downloaded free of charge by clicking here.

What software and hardware do I need to download and run backup.com?

Answer: You will need Windows® 95, 98, ME, Windows NT® 4.0 (SP3 or higher), Windows 2000 or Windows XP. If you are using NT® 4.0 (SP3 or higher), Windows 2000 or Windows XP, you will need to have administrative rights as well. You will also need at least 10 megabytes of free hard drive space, and an active Internet connection.

Can I use backup.com on my Macintosh or with WebTV?

Answer: backup.com will only work on systems running Windows® 95, 98, ME, Windows NT® 4.0 (SP3 or higher), Windows 2000 or Windows XP. At this time, there are no plans for a Macintosh version of backup.com. We do not support WebTV.

I have backup.com installed on my laptop and I'm on the road a lot, can I still use my backup.com account?

Answer: Yes! If you have backup.com installed on your laptop and use it as your primary PC, you can still use the service while you traveling, as long as it has an Internet connection. You may want to set your backups to be run manually while you are on the road. Please send any questions to our Customer Support Team.

Why is an online backup better than using my CD burner or a Zip disk?

Answer: backup.com provides you offsite protection of your data. With a CD-Rom or Zip disk you are at risk because your backup most likely sits in the same area as your PC. Any physical damage to the area fire, flood, or coffee spill can ruin your backup as well as the original copies.

Can I use your backup system overseas?

Answer: You sure can! As long as you have an active Internet connection and meet the hardware and software requirements to utilize the service.

What type of redundancy do you use?

Answer: We maintain two data centers that are geographically separated by more than 3000 miles, and customer data is replicated in near real-time to both centers. If one center is unavailable, the data can be accessed immediately from the other center.

Do I need to leave my PC on for automatic backups to occur?

Answer: Yes. If you turn your computer off at night, then you'll want to schedule your backup during the day. Make sure your PC is not set to go to sleep after a certain amount of time. That's almost the same as turning it off.

If you need help disabling power management, please contact the Customer Support Team.

What happens if my PC is in the middle of a backup and I want to use it?

Answer: If needed, you may use your computer while the backup.com program runs in the background. Open files, however, will not be protected until the next scheduled backup.


Installation Questions

Is there a tutorial that will show me the basics on locating the software, selecting files and creating/starting a backup?

Answer: There sure is. Please click on this Getting Started Tutorial link for an overview of setting up backup.com. You may also view our User Guide for a detailed guide on all features of the service.

Is there a backup.com User Guide that would show me how to use all the features of backup.com?

Answer: A detailed user guide is available as a PDF download. Please click here to download you copy of the User Guide. Please note this will require Adobe Acrobat Reader 6.0 or greater to view. A copy of Adobe Acrobat can be downloaded free of charge by clicking here.

I am trying to reinstall the backup.com program and it asks me for my account ID and password. What should I do?

Answer: If you do not know your account ID or your password, you will need to contact the Customer Support Team. Customer Support will need at least the name on the account, email and phone number in order to provide you with the requested information.

What is my account ID and where do I find it?

Answer: Your account ID is a unique number that represents your account and your computer. You may also see it referenced as an Account or Login ID.

  • Windows Task BarYour account ID can be located by right-clicking on the Backup Neighborhood icon located on your Windows Desktop. Click on Properties and you will find your account ID in the Properties Dialogue box.
  • Alternatively you can right-click on the backup.com icon (the icon that looks like a small gray computer and safe located in your Windows System Tray) and select "About...". There you will see your Account ID.
My attempt at installing backup.com failed. Is there another way I can download and install backup.com?

Answer: Yes, there is. You can download and install backup.com by using our Manual Install package. It will require the same login information that the normal installation process uses.

Can I install my backup.com account on more than one computer at a time?

Answer: backup.com cannot concurrently be installed and running on more than one machine at a time. The backup.com service is designed for the actual machine you are backing up on. A patented incremental backup technology is used to improve your backup service by reducing the length of data transfer after your initial backup. If these data increments are coming from two separate sources simultaneously, your data is at risk of being corrupted. If you need to access your data from another computer, you can utilize the web restore feature of backup.com.

Does backup.com work as an NT service?

Answer: With the current release of backup.com, no. This is a feature we are working on integrating with the backup.com product in the future.

Since backup.com does not run as a service, how will automatic backups work under Windows NT, 2000 or XP?

Answer: In order for automatic backups to run, you first will have to be logged in under the user account that you originally installed backup.com under. Then you can lock the PC to secure it. The backup will then run at the scheduled time.


Restore Questions

How do I restore my data?

Answer: Click here to view the restore tutorial. Or open the main backup.com program by double left-clicking on the backup.com icon (the icon that looks like a small gray computer and safe located in your Windows System Tray) and click on the "Restore" button. Select the files that you need restored, select the destination and click "OK." Your restore will now commence.

When you see it connecting and waiting for our server, do not stop it. This process is normal and indicates that backup.com is piecing your data together for restore. Once that process completes, it will transfer the selected data to your PC.

Can I restore old versions of my files?

Answer: Yes! You can restore ANY version of a file that's been backed up within the last 90 days. If you make daily changes to a document that has been backed up every night for a 90 days, you can restore the file to its state on any of the previous 90 days.

How long will my restore take?

Answer: The actual time involved in transferring your data is based on several factors:

  • It is affected by your type of connection (dialup, DSL, Cable, etc)
  • How fast it is your connection (only matters during data transfer)
  • Traffic at the time of restore
  • How many megabytes you have selected for restore
  • The most important is how much (or how many versions of files) you already have stored on our end.

Before you start a restore you can view the actual amount of data that will be restored by viewing the byte total on the Status Bar at the bottom of the program screen, located directly below the "Start Restore" button.

Why does it say it is Waiting for Server?

Answer: When it says it is waiting on the server, it is connecting and reconnecting to gather all the pieces of your and will then put them back together before sending anything back to you, this is normal.

When you request to restore a file [or files], your computer will disconnect from the server and the server will go out and compile your data. Meanwhile, your account is checking on the server status from time to time to see whether it has collected all of the requested data (waiting for server: 5 minutes, waiting for server: 10 minutes, and it will repeat). Once the restore process starts, you do not want to abort it. Stopping and restarting it will start your restore at the beginning each time and may slow down your restore request.

My restore finished, where did my data go?

Answer: If you restored using the main backup.com program and did not change the restore Destination, the files will automatically be placed in a new directory called @Restore typically located at C:\@Restore. You can access your data using Windows Explorer or My Computer. If you wish to restore the data to the original location, click on the Destination tab located in the Restore window and select "Restore files to original directories". You will also want to change the overwrite options to either "Confirm Overwrite" or Overwrite". If you need assistance please contact our Customer Support Team.


Security Questions

What about security?

Answer: backup.com encrypts your data using a 256-bit AES algorithm. During installation of the program you'll choose a password that is used as the encryption key. The only way to decrypt your data is with this password. Encryption of the files occurs on your PC before any data leaves your system. What this all means is all information (your computer files, and payment information) that is transmitted to backup.com is unreadable to anyone who does not know your password. backup.com uses the same type of encryption as major banks and the federal government.

What happens to my data after it's transmitted to backup.com?

Answer: We store multiple redundant copies of all your encrypted files at our secure facility. We use the latest technology to protect your important data, including; RAID, hierarchical storage management, redundant and non-interrupt power supplies, redundant network connectivity and high-availability servers. We manage this equipment to ensure your data has the best possible protection. All you need is the backup.com software and an Internet connection to insure your data with our bullet-proof technology.


Top Error Codes

Please Note: If you do not see the error code you're encountering in the below FAQ's, please contact the Customer Support Team. Please make sure you provide the specific error message you encountered and what the backup program was doing when it occurred. If you do not provide sufficient information, it will cause a delay in resolving your issue.

What is "LW691: Bad dialup networking password" or "LA2801: Password Not Found"?

Answer: When using a Dial-up Networking connection, you must have your password saved in your "Dial-up Networking Settings." You may optionally set your password for your Dial-up Networking connection in the backup.com application.

  1. To edit the settings within backup.com, right-click on the Backup Neighborhood icon located on your Windows Desktop.
  2. Click on Properties and then on the Communications tab.
  3. Enter your Dial-up Networking password in the appropriate field and click the "OK" button.
  4. If you're an AOL or MSN user, click here.
What is "LA1001: Communication Link Dropped"?

Answer: This error means that your internet connection is experiencing a problem. When you send data via the internet, it sends that data in several packets. Some of these packets are being lost or corrupted before they reach our servers. The error checking built into backup.com will attempt to re-send the data packets but will abort if it keeps encountering problems. If this is the first time this error has occurred, stop the backup and restart it again later in the day.

If you are encountering this error repeatedly, please contact the Customer Support Team.

What is "RA2003: MD5 validation failed"?

Answer: This error means that data is getting corrupted before it reaches the backup.com servers. The error checking backup.com performs is catching the error before any corrupted data is retained. Please contact the Customer Support Team.

What is "RA2006: Invalid Passphase"?

Answer: This error means your encrypted backup.com password located on your computer doesn't match what is recorded on the backup.com servers. You will need to update your password using the following directions:

  1. Click here to start.
  2. Enter your account ID and current password.
  3. Click the "Edit Account Info" button followed by the "Customer Profile" button.
  4. You will then have access to change your password (and update any other information including the password hint). For account security, the Customer Profile screen will only show four characters of previously saved passwords.
  5. After completing all the changes you wish to make, click "Save Changes".
  6. Click "Yes" if a security warning comes up after clicking "Save Changes".
What is "RA2045: Service Unavailable"?

Answer: This error means that there has not been a successful backup performed in over 90 days. Please contact the Customer Support Team.

What is "RA2047: File on server (LSJ) has a different account ID "?

Answer: This is a temporary database error. Your last backup didn't properly sync up when it logged in for the last backup session. It will normally auto correct itself before you run your next backup.

If you do encounter this error more than once, change your backup schedule to run 30 minutes before or after its current start time.

What is "LA2269: Invalid File Size"?

Answer: This error means that one of the configuration files that backup.com uses is is zero length, less than 16 bytes in length, or is corrupt. It has no relation to your data limit or the amount of files being backed up.

  1. Click on the Start button and select Find or Search.
  2. Select "For Files and Folders".
  3. When the next screen comes up, enter *.@DB where it says "Named".
  4. Where it says "Look In", select Local Disk or C: and click Find or Search Now.
  5. The search results should find at least one file. The @DB files have a computer-generated name ending with the @DB extension, e.g., 01C227E5E51876D6.@DB.
  6. Delete each match found.
  7. Run a manual backup. It will then connect to the server and retrieve an updated @DB file.

Note: These directions are only to fix this specific error. Altering or removing any other portion of the backup.com program may have unforeseen results and is done at your own risk. If you're still experiencing problems, contact the Customer Support Team.

What is "LA2800: Dialup Networking name not found"?

Answer: This error means backup.com does not have the correct internet connection settings. Follow the below directions to update the backup.com communication settings. If you are using a dialup connection, it is sometimes helpful to first set it to a permanent connection and then reset it back to a dialup connection.

  1. Right-click on the Backup Neighborhood icon located on your Windows Desktop.
  2. Click on Properties and then on the Communications tab.
  3. Select "Permanent Internet Connection"* if you connect to the Internet using a DSL, Cable or LAN connection.
  4. If you connect to the Internet using a phone line, select Dial-up Internet Connection". The backup.com installation will attempt to pull the necessary connection information from Dialup Networking. You will need to verify the Dialup connection, User Name and Password you use to connect to the Internet is correct.
  5. If you're an AOL or MSN user, click here.
  6. Click the "OK" button to save your changes.

The Online Backup application now should be able to connect to the internet and perform your backups successfully.

What is "RA2810: Redirector Server unavailable (or inaccessible due to firewall), Stand by"?

Answer: This error typically indicates that your internet connection is not available, you're not connected to the internet or is experiencing problems outside of your control. Stop any current backups or restore, verify your internet connection and try again. If you're using a firewall, click here. If you're still having difficulties and are not using a firewall, please contact the Customer Support Team.

What is "RA2816: Internet DNS lookup failed for r2redirector.atbackup.com; check Internet connection"?

Answer: If you are attempting to install our software behind a firewall (possibly a work computer), you will need to open TCP port number 16841 for outgoing connections only.

If you are not familiar with configuring firewalls, please contact your Network Administrator with this information. If this is for your home computer, it may be that you're using a router with a built in firewall, please refer to the router documentation for assistance. If you're still having difficulties, please contact the Customer Support Team.

What is "Unable to create restore window. EOF detected without trailer. (2206) Please contact customer care"?

Answer: This error means that one of the configuration files that backup.com uses is is zero length, less than 16 bytes in length, or is corrupt. It is related to the "2269: Invalid File Size" error.

  1. Click on the Start button and select Find or Search.
  2. Select "For Files and Folders".
  3. When the next screen comes up, enter *.@DB where it says "Named".
  4. Where it says "Look In", select Local Disk or C: and click Find or Search Now.
  5. The search results should find at least one file. The @DB files have a computer-generated name ending with the @DB extension, e.g., 01C227E5E51876D6.@DB.
  6. Delete each match found.
  7. Run a manual backup. It will then connect to the server and retrieve an updated @DB file.

Note: These directions are only to fix this specific error. Altering or removing any other portion of the backup.com program may have unforeseen results and is done at your own risk. If you're still experiencing problems, contact the Customer Support Team.

What does "RW64" mean?

Answer: This is an error generated by the Windows operating system. It indicates that there is a mapped network drive that was inaccessible by backup.com when it attempted to run a backup. In order to correct this, verify that all mapped network drives you have selected for backup are working and that they have proper Windows permissions to access them. After that has been confirmed, restart the backup process.