Online Backup - FAQ
Top Five Online Backup Questions
- Restore files from your Data Doctors Online Backup
- How do I find my Data Doctors Online Backup serial number?
- How can I add files and folders to my backup?
- How do I see or change what is backed up?
- How do I change Data Doctors Online Backup settings?
Troubleshooting
Known program compatibility issues
Data Doctors Online Backup won't install properly if \"CyberSieve\" web watcher is installed.
Can't connect to server, 'Security Certificate has expired'
Data Doctors Online Backup says it's waiting for an Internet connection
Data Doctors Online Backup isn't backing up my USB drive / external drive
Help, my Data Doctors Online Backup lock icon disappeared!
What does it mean if the Data Doctors Online Backup lock icon is red/yellow?
My first backup is taking a long time. Is something wrong?
Data Doctors Online Backup is interfering with another program
I bought a subscription, why hasn't my trial upgraded?
Which ports does Data Doctors Online Backup use?
Data Doctors Online Backup isn't working with Norton Internet Security
Help, Data Doctors Online Backup is locking up my computer!
Help, Data Doctors Online Backup is slowing down my computer!
Known program compatibility issues
Certain programs are known to interfere with the operation of Data Doctors Online Backup. We are working with the makers of these software products to resolve the compatibility issues. Kaspersky Internet Security v7.0 Symptom: Data Doctors Online Backup registration fails during installation. Workaround: Place Kaspersky in 'Compatibility Mode', or disable Kaspersky prior to installing Data Doctors Online Backup. CyberSieve 2.4.1 Symptom: Data Doctors Online Backup registration fails during installation. Workaround: Disable CyberSieve prior to installing Data Doctors Online Backup. CitiVan, MBNA ShopSafe and Discover Deskshop (created by Orbiscom) Symptom: Data Doctors Online Backup Lock Icon disappears from the system tray Workaround: Disable these programs when you're not actively using them by right clicking on the CitiVan / ShopSafe / Deskshop icon in your system tray and selecting 'Exit'. Next, restart Data Doctors Online Backup from your Start menu by selecting Programs > Data Doctors Online Backup > Data Doctors Online Backup Backup > Data Doctors Online Backup InfoCenter.
Data Doctors Online Backup won't install properly if \"CyberSieve\" web watcher is installed.
CyberSieve 2.4.1 currently blocks Data Doctors Online Backup from installing properly. Please either configure CyberSieve to \"allow\" Data Doctors Online Backup, or temporarily uninstall CyberSieve before installing Data Doctors Online Backup, and then reinstall CyberSieve after Data Doctors Online Backup is installed.
Can't connect to server, 'Security Certificate has expired'
If upon installing or reinstalling you get a window that says 'Security Certificate has Expired' check the system clock. This message would appear if the system clock is not set to the current time.
Is my backup stuck?
Data Doctors Online Backup backs up your files from smallest to largest. Once your backup is almost complete, you may notice that the status indicator stays at the same level for long periods of time. This usually happens because Data Doctors Online Backup is in the middle of backing up a large file, and it does not increment the 'percent complete' indicator until the large file is completely backed up. So, for example, if you have 10GB of files in total, and the last file Data Doctors Online Backup needs to back up is 1GB in size, your backup status will hover at 90% until the 1GB file has been successfully backed up to our servers. Then your backup status will jump up to 100%. Open the Data Doctors Online Backup InfoCenter and check the Status page to see which file is currently being backed up. If you're getting near the end of your first backup and Data Doctors Online Backup is in the middle of backing up a large file, just leave your computer on until the file has been backed up. If you're not nearing the end of your backup, and / or Data Doctors Online Backup appears to be stuck backing up a small file, try rebooting your PC to reestablish your computer's connection to the Data Doctors Online Backup servers.
Data Doctors Online Backup says it's waiting for an Internet connection
If you're able to access the Internet (e.g., you can visit web pages and check your email), but Data Doctors Online Backup says it's "waiting for an Internet connection", try rebooting your computer. If you're not able to access the Internet, you'll need to repair your Internet connection before you can use Data Doctors Online Backup. For problems with your Internet connection, contact your Internet Service Provider (ISP). If you're receiving this message and the Data Doctors Online Backup lock icon in your system tray is red, your subscription may have expired. Check the expiration date of your subscription by double clicking on the lock icon, then purchase or renew your subscription to resume your backup.
Data Doctors Online Backup isn't backing up my USB drive / external drive
The current version of Data Doctors Online Backup doesn't back up USB drives, external hard drives or networked drives -- Data Doctors Online Backup backs up only the files that reside on drives permanently attached to your PC.
Help, my Data Doctors Online Backup lock icon disappeared!
There are a few things that can cause your Data Doctors Online Backup lock icon to disappear from your system tray: 1) The lock icon may be automatically hidden by your system tray. Click the arrow to the left of the system tray to expand the tray to show hidden icons. 2) Data Doctors Online Backup may not be running for some reason. Click on the Windows start menu and select All Programs -> Data Doctors Online Backup -> Data Doctors Online Backup InfoCenter to launch Data Doctors Online Backup. 3) Another program may be interfering with the operation of Data Doctors Online Backup. One-time use credit card programs from Orbiscom (including CitiVan, MBNA ShopSafe and Discover Deskshop) are known to interfere with the operation of Data Doctors Online Backup. Disable these programs when you're not actively using them by right clicking on the CitiVan / ShopSafe / Deskshop icon in your system tray and selecting "Exit". Then restart Data Doctors Online Backup by launching it from your Start menu as described above.
What does it mean if the Data Doctors Online Backup lock icon is red/yellow?
The Data Doctors Online Backup lock icon in the system tray turns different colors to indicate the backup state of your computer. A green icon indicates that your backup is operating normally and that all files have been backed up within the last 24 hours. A yellow icon indicates that your backup is behind schedule (your files are more than 24 hours overdue for backup). When you first install Data Doctors Online Backup, the lock icon will remain yellow until your first backup is complete. A red icon indicates that something is preventing Data Doctors Online Backup from operating normally. Double-click on the lock icon to check for error messages, and if necessary, contact customer support for help. Click here to learn more about the different lock icons that appear in the system tray.
My first backup is taking a long time. Is something wrong?
No. It is normal for your first backup to take anywhere from a few days to a few weeks, depending on how much data you have to back up. With a home DSL or Cable connection you can back up about 2.5 GB per (24-hour) day. That's because Cable and DSL connections transmit data (e.g., upload your backup to Data Doctors Online Backup) much more slowly than they receive data (e.g., download pages from a website). Future backups will happen very quickly since, after your first backup is done uploading, Data Doctors Online Backup will only transmit new and modified files to keep your backup up to date. Note that Data Doctors Online Backup works at top speed when your computer is idle and intentionally limits its Internet connection usage while you're actively using your computer in order to avoid slowing you down. In order to finish your first backup as quickly as possible, we strongly recommend that you leave your computer on overnight until your first backup is complete.
Data Doctors Online Backup is interfering with another program
Data Doctors Online Backup may interfere with the operation of other programs that use the Volume Shadow Service (VSS), such as disk defragmenters. Right-click on the Data Doctors Online Backup lock icon in your system tray and select "Disable Data Doctors Online Backup". This will immediately free up the Volume Shadow Copy Service for use by another program. When you're finished with the other program, make sure to right-click on the Data Doctors Online Backup lock icon again and select "Resume Backup".
I bought a subscription, why hasn't my trial upgraded?
You'll need to activate your paid subscription by doing the following: 1. Log in to www.datadoctors.com/manage 2. Click on the Subscription Information tab 3. You should see an available activation code under the heading 'Subscriptions ready to be installed on your PC'. Click on the 'Apply' button next to the available subscription. 4. Follow the instructions on the next page to apply the subscription you purchased to the appropriate computer. (You'll have the option of applying your subscription to any of the computers on your Data Doctors Online Backup account. You can also install Data Doctors Online Backup on the computer you are currently using.)
Which ports does Data Doctors Online Backup use?
Data Doctors Online Backup uses ports 25 (SMTP), 53 (DNS), 80 (HTTP) and 443 (SSL).
Data Doctors Online Backup isn't working with Norton Internet Security
Follow these steps to configure Norton Internet Security to work with Data Doctors Online Backup: Step 1 Open your Norton Internet Security 'Status and Settings' control panel, and click the 'Configure' button in the bottom right-hand corner of the window. 
Step 2 Click on the Programs tab. Look at the list of programs under 'Manual Program Control'. The programs 'Data Doctors Online Backup client service' and 'Data Doctors Online Backup Setup' may already be listed. If you do not see any Data Doctors Online Backup programs listed, click here for further instructions. If the Internet Access status of either Data Doctors Online Backup program is shown as 'Custom', click on that status and change it to 'Permit All'. Make sure to change the status of all Data Doctors Online Backup programs to 'Permit All'.
Step 3 In most cases, the steps described above will stop Norton Internet Security from issuing security warnings about Data Doctors Online Backup. However, in some cases an additional step is required. If you still receive error messages or security warnings after following the instructions above, please follow these additional troubleshooting steps.
Help, Data Doctors Online Backup is locking up my computer!
If Data Doctors Online Backup causes your computer to freeze, hang or lock up (i.e., Data Doctors Online Backup's CPU utilization increases dramatically), you may have bad sectors on your hard drive. You can determine whether or not you have bad sectors on your hard disk (and if so, repair them) by running a built-in Windows utility called Chkdsk. Click on the Windows start menu and select 'Run'. (To open the Run menu in Windows Vista, select Start -> All Programs -> Accessories -> Run) In the box labeled 'Open', type chkdsk and hit Enter. A command window will open and the Chkdsk program will scan your drive for errors. If you type chkdsk /F into the Open box, chkdsk will attempt to repair any errors it finds on your disk. If you're not comfortable using this utility yourself, ask an administrator (or local computer expert) for help.
Help, Data Doctors Online Backup is slowing down my computer!
If Data Doctors Online Backup is causing your computer to slow down, try disabling the Data Doctors Online Backup status dots; Double-click on the Data Doctors Online Backup lock icon menu to open the InfoCenter, then click 'Set Options...'. Uncheck the option that says 'Show colored status dots on my files and folders'. If your computer is freezing or locking up completely, please click here for more troubleshooting options.
What kind of help can I get?
Data Doctors Online Backup is designed to be extremely easy to use, requiring little or no ongoing involvement on your part. However, there are two times when you might need technical support from Data Doctors Online Backup: 1. When you're installing Data Doctors Online Backup for the first time. 2. When you need help recovering your data. You can get help for most problems simply by browsing or searching the support section of this web site. If you can't find the answer to your question in the support section of our website, submit a support request and one of our tech support specialists will get back to you via email by the end of the next business day. So please be sure your spam filter allows emails from the datadoctors.com domain. You may call our toll-free Customer Support Center at 1-877-665-4466 weekdays between 9 am and 5 pm EST. International callers may call 1-617-587-1100 to reach a support representative during these hours. If you require telephone assistance outside these hours, please include your phone number, time zone and best times to call in your support request, and we will try to call you at your convenience.
Subscription & Billing Questions
What happens when my trial subscription expires?
How long will you store my backed up data?
What happens when my paid subscription expires?
How do I change my email address?
How do I change security info or alternate email address?
I need my serial number to reset my password. What do I do?
How can I transfer my subscription to a new PC?
Do trials back up music and video files?
How do I find my serial number?
What happens if I uninstall Data Doctors Online Backup?
How do I change my credit card on file?
What happens when my trial subscription expires?
We will remind you several times prior to your trial's expiration. If you decide not to purchase Data Doctors Online Backup, our current policy is to keep your data for fifteen days, giving you time to change your mind. However, after expiration, you must purchase a subscription before you can recover your data. (If you uninstall Data Doctors Online Backup during your free trial and do not reinstall, your backup will automatically be deleted 7 days later.)
How long will you store my backed up data?
If you are a Data Doctors Online Backup customer, we will continue to store your data until one month after your subscription expires, even if your computer doesn't check in with the Data Doctors Online Backup servers for an extended period of time. (After your subscription expires, you will need to renew your subscription to access your backup.) If you are a trial user of Data Doctors Online Backup, your backup will be deleted from our servers if your computer does not contact Data Doctors Online Backup's servers for more than a month, or if you uninstall Data Doctors Online Backup and do not reinstall within 7 days. If you do not upgrade to a paid subscription at the end of your free trial, your backup will be deleted two weeks after your trial expires.
How do I change my password?
Log into your account and click the 'Change your password' link on the Account Information tab to change your password.
What happens when my paid subscription expires?
We will remind you several times prior to your subscription's expiration. If you do not renew your paid subscription, our current policy is to keep your data for thirty days, giving you time to change your mind. However, after expiration, your subscription must be renewed before you can recover your data.
How do I change my email address?
Log into your account and click the 'Change your email' link that appears next to your email address on the Account Information tab. You'll be asked to enter your new email address and current Data Doctors Online Backup password.
How do I change security info or alternate email address?
Log into your account and click the 'Update Security Information' button that appears at the bottom of the Account Information tab. From here you can change the name on your account, your zipcode, the answers to your security questions, your birth year and your alternate email address.
I need my serial number to reset my password. What do I do?
If you forgot your password and do not have access to your serial number, we'll need to verify your account for security purposes. Please provide: 1) The last 4 digits of the credit card you used to purchase Data Doctors Online Backup, 2) The name of the computer Data Doctors Online Backup was installed on, and 3) Your billing address. Please use this form to contact customer support and make sure to enter the information requested above. After we receive this information and verify that it matches our records, we will send you an email containing a link to reset your password. (Note: If Data Doctors Online Backup is installed on your computer and functioning properly, you can follow these instructions to find your serial number.)
How can I transfer my subscription to a new PC?
You can switch your Data Doctors Online Backup subscription to a new PC as follows:
- Uninstall Data Doctors Online Backup (using Add/Remove Programs from Control Panel) from the current PC that Data Doctors Online Backup is installed on.
- Log into your account from your new PC (the PC to which you would like to transfer your subscription)
- Click the My Protected Computers tab
- If you want to transfer your subscription without restoring any files, click the Transfer button. To transfer your subscription and restore files to your new computer, click the Restore button.
- Follow the instructions to download and install Data Doctors Online Backup
Do trials back up music and video files?
During your free trial, audio (such as MP3s and iTunes music) and video files are not backed up by default. If you want to test backing up an audio or video file during your free trial, you can right click on any audio or video file and manually add it to your backup. (Simply right-click the file and select 'Back this up' from the Data Doctors Online Backup menu.) When you pay for your subscription, your music / audio files will be added to your backup automatically. Video files will not be added automatically, but you can add as many video files to your backup as you'd like. You can backup a folder full of videos by right-clicking on it and selecting 'Back up video files in this folder'.
How do I find my serial number?
If Data Doctors Online Backup is installed and functioning correctly on your PC, you can locate your serial number as follows: 1. Double-click on the Data Doctors Online Backup Lock Icon in your system tray to open the Data Doctors Online Backup InfoCenter 2. Click on the 'About' tab 3. Your serial number is located in the 'Registration Information' section of the About tab If you need to reset your password and cannot access your serial number, please view this topic for instructions.
What happens if I uninstall Data Doctors Online Backup?
If you uninstall your free trial of Data Doctors Online Backup, your backup will be deleted after 7 days. If you uninstall a paid subscription to Data Doctors Online Backup, we'll keep your backup on file for the full length of your paid subscription.
How do I change my credit card on file?
To change your credit card that you have on file for recurring billing, please follow these steps: 1) Log into your account 2) Click on the 'Billing Information' tab 3) Click on the 'Update Payment Method' link 4) Select the 'Enter new Credit Card' link and complete the details
Installing & Upgrading
How do I reinstall Data Doctors Online Backup?
How can I tell if Data Doctors Online Backup is installed on my PC?
How do I upgrade my trial to a paid subscription?
How do I uninstall Data Doctors Online Backup?
How do I reinstall Data Doctors Online Backup?
To reinstall Data Doctors Online Backup: 1) Log into your Data Doctors Online Backup account 2) Click on the 'My Online Backup' tab 3) Click the 'Reinstall' button -- if you have more than one PC on your Data Doctors Online Backup account, you'll be asked to choose which computer's account you want to reinstall. 4) Follow the instructions to download and reinstall Data Doctors Online Backup
How can I tell if Data Doctors Online Backup is installed on my PC?
Look for the Data Doctors Online Backup lock icon in your system tray (at the bottom right-hand corner of your screen). The lock icon indicates that Data Doctors Online Backup is installed and running on your computer. If you don't see the lock icon, it may be hidden. Click the arrow (<) to display hidden system tray icons. If you still don't see the lock icon, click on the Windows Start menu and select Programs > Data Doctors Online Backup > Data Doctors Online Backup InfoCenter to start Data Doctors Online Backup. If there is no Data Doctors Online Backup entry in your Programs menu, Data Doctors Online Backup is not installed on your computer.
How do I upgrade my trial to a paid subscription?
The simplest way to upgrade your trial is to open the Data Doctors Online Backup Infocenter (double-click the lock icon in your system tray) and click the 'Buy Now' button. You can also purchase a subscription by visiting Data Doctors Online Backup's homepage at www.datadoctors.com and clicking on the 'Buy' tab at the top of the page. If you have purchased a subscription, but your Data Doctors Online Backup software still says you're running a trial, please see this FAQ for assistance.
How do I uninstall Data Doctors Online Backup?
Windows XP: Go to 'My Computer' and click on 'Control Panel', (or select 'Control Panel' from your Windows Start menu.) Select 'Add or Remove Programs'. Scroll down the list until you see Data Doctors Online Backup Backup, select it and click on Remove. Windows Vista: Select 'Control Panel' from the Windows Start menu. Click 'Uninstall a Program'. Scroll down the list until you see Data Doctors Online Backup Backup, right-click on it and select 'Uninstall'.
Security, Privacy & Performance
Does Data Doctors Online Backup store a copy of my encryption key?
How secure is my backed up data?
How fast will my data be backed up?
Can I delete a file from the backup server?
Will I get spam? What about Spyware / Adware / Malware?
Is Data Doctors Online Backup HIPAA compliant?
If Data Doctors Online Backup is always on, won't it slow down my computer?
What type of encryption does Data Doctors Online Backup use?
Will Data Doctors Online Backup affect Skype, Vonage, or similar services?
Does Data Doctors Online Backup store a copy of my encryption key?
By default, Data Doctors Online Backup keeps a copy of your encryption key so that you only need to remember your Data Doctors Online Backup password to restore your files to a new PC. When you first install Data Doctors Online Backup, you can choose to manage your own encryption key; however, we strongly recommend that you allow Data Doctors Online Backup to manage your key for you. (See this FAQ for more info.)
How secure is my backed up data?
Our reputation and business depend on protecting your data, so keeping your data secure is a top priority for the Data Doctors Online Backup team. Data Doctors Online Backup encrypts your files before saving a copy of them to our secure online servers. Your encrypted files are then encrypted again using the same kind of SSL connection that most online merchants use for credit card information. This combination makes our security comparable to what you would get with online banking or online bill-paying services. Employees of Data Doctors Online Backup cannot see your backed up data; however, by default, Data Doctors Online Backup stores a copy of your encryption key in a secure location so that you can easily log in and retrieve your files from backup whenever you need them. Starting with Data Doctors Online Backup v3.5, you can elect to manage your own encryption key if you choose to, however we highly recommend that you allow Data Doctors Online Backup to manage your key. (See this FAQ for more info.)
How fast will my data be backed up?
Your first complete backup will take some time, but once your first backup is complete, updates to your backup usually take only a few minutes and are virtually unnoticeable. Depending on your Internet connection speed and how long you stay connected to our servers, you should be able to back up between 2 and 3GB per day with Data Doctors Online Backup. So if you have 3GBs of data on your PC, your initial backup will take about 24 hours. If you have 30GBs of data, your initial backup will take about 10 days. That assumes, however, that you're not using your PC for other work. Data Doctors Online Backup slows way down when you're working on your computer so as not to interfere with your CPU or Internet speed. So if you use your computer 8 hours a day, your backup will go 33% slower.
Can I delete a file from the backup server?
Yes, just right-click on the file and select 'Do not back up' from the Data Doctors Online Backup menu. The file will be deleted from Data Doctors Online Backup's servers 72 hours later.
Will I get spam? What about Spyware / Adware / Malware?
The short answer is: absolutely not. See our No Spam, No Spyware notice and Privacy Policy which provide further details.
Where is my data stored?
Data Doctors Online Backup's Massachusetts datacenter is located in state-of-the-art facilities (with carefully temperature-controlled rooms, backup generators, restricted personnel access, and other features to protect the security and integrity of your data.) As Data Doctors Online Backup expands, we'll add additional data centers across the country. Your files are always available for you online should you need to restore them. Just go to http://www.datadoctors.com and click on the Restore tab to login and retrieve your data.
Is Data Doctors Online Backup HIPAA compliant?
Data Doctors Online Backup can be used to meet HIPAA compliance requirements. However, there are no HIPAA regulations or certifications governing Application Service Providers, so we can't get a certification to that effect. (Nor can any software company.) For more detail on this topic, consider reading this article: http://www.hipaadvisory.com/action/Compliance/compliant.htm
If Data Doctors Online Backup is always on, won't it slow down my computer?
No. Data Doctors Online Backup has been designed to operate in the background so as not to slow down your PC or Internet connection while you are actively using your computer. If you touch your mouse or keyboard, Data Doctors Online Backup automatically slows down until you've been idle for a few minutes. It's very unlikely that you will ever notice any change at all in the way your computer performs while using Data Doctors Online Backup.
What type of encryption does Data Doctors Online Backup use?
Data Doctors Online Backup uses a combination of Blowfish and DES encryption. Blowfish is a commonly used encryption algorithm that offers very strong data protection with the benefit of low processor overhead (hence your PC is not slowed down by Data Doctors Online Backup's encryption software).
Will Data Doctors Online Backup affect Skype, Vonage, or similar services?
We offer two options to help make sure Data Doctors Online Backup does not interfere with your Internet telephony services:
- Option 1: Double-click on the system tray lock icon to open the Data Doctors Online Backup InfoCenter. On the 'Set Options' screen, check the option 'Set Data Doctors Online Backup's Internet Usage to Low Priority.'
- Option 2: Alternatively, you can pause Data Doctors Online Backup by right-clicking on the system tray lock icon and selecting 'Pause for 24 hours.' Data Doctors Online Backup will remind you to resume your backup if you leave it paused for an extended period of time.
Backing up your files
What does backup pending mean?
If I delete a backed up file, what happens?
Why doesn't Data Doctors Online Backup back up changed files immediately?
What steps does Data Doctors Online Backup take to protect my backup?
Does Data Doctors Online Backup back up my email by default?
If a file is excluded by default, can it be backed up?
Which files does Data Doctors Online Backup back up?
How much data can I store on Data Doctors Online Backup?
Can I exclude certain file types from my backup?
How many versions of a file does Data Doctors Online Backup keep?
What if I have files that I do NOT want backed up?
Does Data Doctors Online Backup back up Quickbooks?
How can I see the status of my backed up files?
How does Data Doctors Online Backup decide which files to back up first?
Why doesn't the color of the status dots change immediately?
Are there any limitations on how much data can be backed up?
Does Data Doctors Online Backup back up external, networked or USB drives?
How do I start a backup right away?
Can I turn off my PC during a backup?
How can I tell what's backed up?
How do I exclude files and folders from backup?
How do I add files and folders to my backup?
How do I back up an important file right away?
What does backup pending mean?
After Data Doctors Online Backup has scanned your computer and found files to back up, your backup state will change to 'Backup Pending'. Once Data Doctors Online Backup begins to update your backup, the status screen will display the name of the file that is currently being backed up.
If I delete a backed up file, what happens?
Data Doctors Online Backup keeps a deleted file in your backup for 30 days from the time of deletion. This allows you to recover a file which has been deleted accidentally. You may check to see what date a deleted file will be purged using the Data Doctors Online Backup Drive in the Windows 'My Computer' interface. If you would like to delete a file from your backup more quickly, simply right click on it and select 'Don't back this up' from the Data Doctors Online Backup menu. It will be deleted from your backup in 72 hours.
Why doesn't Data Doctors Online Backup back up changed files immediately?
When Data Doctors Online Backup detects that a file has been modified, it checks to make sure that the file has remained unchanged for 10 minutes before the file is made eligible for backup. (By default, a modified file is backed up only once every 24 hours so that you'll have the opportunity to restore the previous version if necessary.) So, for example, if you modify a file and save it, Data Doctors Online Backup will wait 10 minutes and then backup the modified file. If you then modify the file again, Data Doctors Online Backup may wait up to 24 hours before backing up the file again. Our policy is that your backup will always be current within 24 hours. You can force an immediate backup, however. Just right click on the file you want to back up and select 'Back up as soon as possible' from the Data Doctors Online Backup menu.
What steps does Data Doctors Online Backup take to protect my backup?
Data Doctors Online Backup stores redundant copies of your encrypted files on multiple disk drives using RAID (Redundant Array of Independent Disks). Data Doctors Online Backup also checks the contents of your backup regularly to make sure that the copies in your backup still agree with the files on your computer.
Does Data Doctors Online Backup back up my email by default?
If you chose the recommended default option, 'Automatically back up My Documents and Desktop', when you first installed Data Doctors Online Backup, then your email will be backed up by default. However, if you selected 'I'll manually select what to back up later', you will need to select your email data file for backup. Below are two sets of steps, entitled The Easy Way and The Hard Way. Why include a hard way? Well, the easy way tells Data Doctors Online Backup to back up more than just your e-mail files - it also includes a number of other files, such as your Windows Desktop, your 'My Documents' folder, and your Internet Explorer favorites. Some folks may want to be more specific about what they do and don't back up, and there's nothing wrong with that. The 'hard way' instructions also give you an opportunity to look at the e-mail files themselves to make sure they have the Data Doctors Online Backup colored dots on them. We included the 'hard way' steps for the folks that want that level of control and detail. For everyone else, the 'easy way' will get the job done just fine, and in a lot less time. In either case, let us know if you need additional assistance. The Easy Way
- Open My Computer and double-click the icon for your C: drive.
- Right-click the folder entitled 'Documents and Settings' and select 'Back this up' from the Data Doctors Online Backup context menu. (If the only option you see is 'Don't back this up', Data Doctors Online Backup was already set to back up that folder.)
- Typically, your address book is stored in C:\Documents and Settings\ {your_user_name} \Application Data\Microsoft\Address Book\.
- Your e-mail files are typically stored in C:\Documents and Settings\ {your_user_name} \Local Settings\Application Data\Identities\ {long_alphanumeric_code} \Microsoft\Outlook Express\.
- {your_user_name} will obviously vary. If you don't see your own name, your files are most likely in a generically-named folder, such as 'Owner' or 'User'.
- {long_alphanumeric_code} is a unique code created by windows, and looks like {59EDCB00-A3F6-4ADA-AAF9-FA4F98ED219A}.
- Windows hides some of the folders in the \Documents and Settings\ folder. If you do not see the Application Data and Local Settings folders, follow the steps below:
- Within the Documents and Settings window, select Tools; Folder Options.
- Switch to the View tab.
- Within the Advanced Settings box, select Show hidden files and folders.
- Click the OK button. You should now see the hidden folders, including the Application Data and Local Settings folders.
If a file is excluded by default, can it be backed up?
Yes, you can use Data Doctors Online Backup Online Backup to back up any file, regardless of type. If a file is excluded by default, you may right-click on it and select 'Back this up' from the Data Doctors Online Backup menu. You can also right-click on any excluded file and select 'Back up files of this type (in folders selected for backup) to include all files with that extension in your backup, as long as the files are stored in folders that are included in your backup. If you're using a version of Data Doctors Online Backup that only backs up a limited number of file types, such as Microsoft Money Backup, you won't be able to include files that aren't covered by your backup policy.
Which files does Data Doctors Online Backup back up?
Data Doctors Online Backup's Online PC Backup is designed to backup all of the unique and irreplaceable files on your computer -- your text documents, spreadsheets, financial documents, photos, music, etc. By default, Data Doctors Online Backup does not back up system files, executable files, or temporary files and folders, in order to avoid causing problems in the event that you need to restore all your files to a new computer. Data Doctors Online Backup also does not back up video files by default. However, you can easily back up any file you want to by right-clicking on the file and selecting 'Back this up' from the Data Doctors Online Backup menu, or for video files you can right-click the containing folder and select 'Back up video files in this folder'. Technical Details Your Data Doctors Online Backup subscription is associated with a 'backup policy' which determines whether a file is, by default, included or excluded from backup. Online PC Backup backs up all files except for:
- System files such as .EXE and .DLL files (an exhaustive list of these extensions is available upon request)
- Files in known system and temporary folders such as the C:/Windows folder
- Files contained in hidden system folders (a.k.a super-hidden folders)
- Files which are over 4GB in size (however, you can add large files to your backup explicitly by right-clicking on them and selecting 'Back this up')
- Video files (but you can add video files to your backup by right-clicking on them and selecting 'Back this up', or right-clicking on a folder and selecting 'Back up Video files in this folder')
- Files on non-permanent disk drives (e.g., network and removable USB drives)
How much data can I store on Data Doctors Online Backup?
As much as you have on your computer. Data Doctors Online Backup will back up all the supported files on your hard drive whether you have 1GB, 10GB or more. As a practical matter, the speed of today's DSL and cable Internet services will make it very slow to back up more than, say, a few dozen GB of data.
Can I exclude certain file types from my backup?
Yes. If you right-click on any file and select 'Don't back up this type of file,' all files with the same file extension will be excluded from your backup. Note that even if you have excluded files in this manner, you can still add any individual file to your backup, regardless of its extension. So, for example, if you have excluded .mp3 files from your backup, you can still right click on a particular .mp3 file and select 'Back this up' from the Data Doctors Online Backup menu to add it to your backup.
How many versions of a file does Data Doctors Online Backup keep?
Starting with version 3.5, Data Doctors Online Backup will keep up to 3 months worth of old versions of the files in your backup. For example, if you edit a document daily over the course of three months, Data Doctors Online Backup will save one version for each of the previous 7 days, one version for each of the prior 3 weeks, and one version for each of the prior 2 months. To restore an old version of any file, simply right-click on the file in Windows Explorer and select 'Restore previous versions' from the Data Doctors Online Backup menu. (The 'Restore previous versions' option will appear only when Data Doctors Online Backup has previous versions of a file to restore.) To restore an old version of a file you've deleted, locate the file in the Data Doctors Online Backup Backup Drive, then right-click on it and select 'Restore previous versions' or simply select 'Restore' to restore the latest backup version to its original location on your hard drive.
What if I have files that I do NOT want backed up?
If you have files or folders that you do not want backed up by Data Doctors Online Backup, you can exclude them from your backup. Right click on the file or folder icon. You will see a Data Doctors Online Backup sub-menu among the list of usual selections. Simply select Data Doctors Online Backup and the option that says 'Don't back this up'. If you later decide you want that file or folder backed up, do the same thing, this time the option will say 'Back this up'.
Can I schedule my backup?
Data Doctors Online Backup is designed to back up all your files completely automatically in the background as you use your computer, but if you'd prefer to schedule regular backup times, it's easy to do. Simply double-click on the Data Doctors Online Backup lock icon in the system tray to open the Data Doctors Online Backup InfoCenter, then click the 'Set Options' button. Click the 'Backup Schedule' tab to set up your backup schedule.
Does Data Doctors Online Backup back up Quickbooks?
Data Doctors Online Backup backs up the data for the current versions of Quicken and Quickbooks by default. (Some earlier versions of Quicken and Quickbooks store their data in the program folder instead of your user documents folder.) If you selected to choose which files to backup when you first installed Data Doctors Online Backup or are running an old version of Quicken or Quickbooks, you will need to select your Quicken data files for backup. Below are two sets of steps, entitled The Easy Way and The Hard Way. The Easy Way Open My Computer and double-click the icon for your C: drive. Right-click the folder entitled 'Documents and Settings' and select 'Back this up' from the Data Doctors Online Backup context menu. (If the only option you see is 'Don't back this up', Data Doctors Online Backup was already set to back up that folder.) The Hard Way Quicken data files are typically stored in either C:\Documents and Settings\<your>\My Documents\Quicken\ or C:\Program Files\Quicken\. (<your> will obviously vary. If you don't see your own name, your files are most likely in something generic, such as 'Owner' or 'User'.) Quickbooks data files are typically stored in either C:\Documents and Settings\All Users\(Shared) Documents\Intuit\Quickbooks\Company Files or C:\Program Files\Intuit\Quickbooks Browse to the folder that contains your files using the information above. If you see that the files already have colored dots on their icons, Data Doctors Online Backup is already set up to include your Quicken files in your backup. If the files do not have colored dots, right-click the folder and select Back this up from the Data Doctors Online Backup context menu.
How can I see the status of my backed up files?
There are three ways to determine the status of files in your backup: 1. All files that are backed up (or queued for backup) are marked with colored dots. Green means the file is backed up; yellow means the file is queued for backup. No dot means 'not selected for backup'. 2. Just right click on any file or folder and select the Data Doctors Online Backup menu to see its detailed backup status; its backup status will be listed in gray at the top of the menu. 3. You can see the status of all the files in your backup by browsing the Data Doctors Online Backup Backup Drive. Double-click on the Data Doctors Online Backup Backup Drive icon on your desktop, or open the drive from your My Computer directory. In the folder called 'Backed up files', you'll see all the files and folders in your backup, organized just as they are on your computer.
How does Data Doctors Online Backup decide which files to back up first?
Data Doctors Online Backup decides when a file will be backed up based on its size and content type. Content priority is defined as follows:
- Documents
- Images & photos
- Audio
- Other
Why doesn't the color of the status dots change immediately?
When you change the backup status of a file or folder (i.e., change from 'back this up' to 'don't back this up' or vice versa), Data Doctors Online Backup must analyze your directory tree structure to determine if dots on parent folders need to change colors. Data Doctors Online Backup runs in very low CPU-usage mode so that it never slows down other applications you may be running. So it may take a few minutes for it to analyze your directory structure and change the necessary dot colors. This also applies to creating new files or modifying existing files.
Are there any limitations on how much data can be backed up?
No. No matter how much data you have on your PC, we'll back it up.
Does Data Doctors Online Backup back up external, networked or USB drives?
No. The current version of Data Doctors Online Backup backs up only the files that reside on permanent hard drives on your PC. Check back soon for a Data Doctors Online Backup service plan that will allow you to back up your external drives.
How do I start a backup right away?
Normally, Data Doctors Online Backup works in the background to update the files in your backup whenever your computer is idle. However, if you need Data Doctors Online Backup to update your backup immediately, click 'Back up ASAP' on the View Status tab. All new and changed files will be uploaded to your backup immediately. (Note that the 'Back up ASAP' option is only available after your first backup is complete.)
Can I turn off my PC during a backup?
Yes, it is safe to shut down your computer before your backup is complete. The next time you turn on your computer, your backup will resume from where it left off.
How can I tell what's backed up?
Dots on files and folders show you the status of your backup at a glance 
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How do I exclude files and folders from backup?
If there's a file or folder that you don't want to back up, just right click on it and select 'Don't back this up' from the Data Doctors Online Backup menu.  If you select 'Don't back up this type of file', Data Doctors Online Backup will not back up any files with the same file extension as the one you selected. For example, if you right-clicked on a .JPG photo file and selected 'Don't back up files of this type', Data Doctors Online Backup would not back up any of your .JPG files and would not add new .JPG files to your backup by default. (However, you could still include any individual .JPG file in your backup by right-clicking on it and selecting 'Back this up'.) |
How do I add files and folders to my backup?
Right-click on any file or folder to add it to your backup.  |
How do I back up an important file right away?
To make sure an important file gets backed up immediately, just right-click on the file and select 'Back up this file as soon as possible'  |
Restoring your files
I need to restore certain files right away. How do I do this
Can I cancel a restore that's in progress?
How do I tell if my Restore has completed?
How long does it take to restore files?
What happens if I delete a file from my PC?
How do I restore a file or a folder?
How do I restore all my files?
How do I restore a few files or folders?
How do I restore all my files?
How long will it take to restore my files?
How can I tell when all my files have been restored?
I'm having a problem restoring files...
I need to restore certain files right away. How do I do this
You can set the priority of files selected for restore. Open the Data Doctors Online Backup InfoCenter and click on the Restore Files tab, then click 'View Recovery Log'. Open the 'Pending' folder, and right click on any file to change its restore priority by selecting 'High Priority (Restore Sooner)' or 'Low Priority (Restore Later)'; or, select 'Cancel restore' to stop restoring the file.
Can I cancel a restore that's in progress?
Open the Data Doctors Online Backup InfoCenter and click on the Restore Status tab. If you've selected files to restore, you'll see a button that says 'Cancel Restore in Progress'. Click it to cancel all files queued for restore. To cancel restoring a single file (or a few files), open the Data Doctors Online Backup InfoCenter and click on the Restore Files tab, then click 'View Recovery Log'. Open the 'Pending' folder, right click on the file (or files) you wish to remove from the restore queue and select 'Cancel restore'.
How do I tell if my Restore has completed?
When your restore finishes, you'll see a pop-up message above the Data Doctors Online Backup lock icon in your system tray. To check on the progress of the files you've selected to restore, open the Data Doctors Online Backup InfoCenter and click on the Restore Status tab. This tab will show you what percentage of your selected files have been restored so far, and which file is currently being restored. Click on the 'View File Recovery Log' link, then open the 'Completed' folder to see which files have already been successfully restored, or open the 'Pending' folder to see which files are still queued for restore.
How long does it take to restore files?
Recovering small amounts of data (a few files here or there) will probably take only seconds or minutes. Restoring all of your data will take longer and depends on how much data you have and the speed of your Internet connection. Most DSL services will allow you to download about 600-800 MB per hour, or roughly 14-18GB per day. For an average user, complete data restoration is likely to take at most a day or two.
How do I recover lost data?
To recover a portion of your data, just click on the 'Data Doctors Online Backup Backup Drive' icon found in the 'My Computer' directory. (Note that the 'Data Doctors Online Backup Backup Drive' was referred to as the 'Data Doctors Online Backup Drive' in previous versions of Data Doctors Online Backup.) The 'Backed up files' folder in the Data Doctors Online Backup Backup Drive contains a mirror image of all the backed up files/folders on your PC. You can just select the file, group of files, or folders that you want restored, then right click on them and select 'Restore'. If you've had a disk crash or you've had to replace your whole PC, just go to the Data Doctors Online Backup website from your new or repaired PC and click the 'Restore' tab. Once you login, you'll be able to completely restore all of your backed up data.
What happens if I delete a file from my PC?
We currently keep deleted files in your backup for one month. After that, we'll purge any files that are no longer on your PC. If you want us to remove a backed up file from our server sooner, just right-click on it and select 'Don't back this up' from the Data Doctors Online Backup menu. Data Doctors Online Backup will delete the file from your backup after 72 hours (we wait a few days in case you change your mind). If you'd like to restore a recently-deleted file, just open the My Computer directory and double click on the blue lock icon to open the Data Doctors Online Backup Backup Drive. The Data Doctors Online Backup Backup Drive contains a mirror-image of the backed up folder structure on your PC, including files that were deleted within the past 30 days. Just right-click on the file you accidentally deleted and select Restore; your file will be restored to its original location in anywhere from a few seconds to a few minutes.
How do I restore a file or a folder?
Click on My Computer to access the Data Doctors Online Backup Backup Drive. The 'Backed Up Files' folder in the Data Doctors Online Backup Backup Drive contains a mirror image of all your backed up folders and files as well as files you have deleted during the past 30 days. Find the file(s) or folder that you'd like to restore. Right-click on a file or folder and select 'Restore' to restore it to its original location or 'Restore To...' to restore it to a new location. You can also click 'Restore previous versions' to restore an earlier version of the missing file. If your computer crashed and you need to restore files to a new PC, go to www.datadoctors.com and click the Restore tab to log in to your account and restore your files.
How do I restore all my files?
If you need to restore everything in your backup to a new or repaired computer, click here. We'll help you restore all of your files to your new computer with just a few clicks.
To restore files now...
Click the Restore tab and follow the instructions to recover your files.
How do I restore a few files or folders?
| It's easy to retrieve any file or folder from your backup with just a few clicks. Note: If you had a major computer meltdown and need to restore all your files to a new or repaired PC, view this tutorial to learn how. To recover any file or folder from your backup | |
| Step 1: Double-click on the 'Data Doctors Online Backup Backup Drive' shortcut on your desktop and open the 'Backed up files' folder, then navigate to the file or folder you want to retrieve from your backup. (If you don't see a link to the Data Doctors Online Backup Backup Drive on your desktop, you can find it in your My Computer directory.) |  |
| Step 2: Right-click on the file or folder and select 'Restore'. It will automatically be downloaded from your backup and restored to its original location on your computer. If you want to restore a file or folder to a new location on your computer, you can click 'Restore To...' and select the location for your new file. Please note: If you do not see the 'Restore' or 'Restore to...' options listed when you right click on a file, it is because the file on your computer is identical to the file in your backup (therefore there is no need to restore the file.) | |
How do I restore all my files?
How long will it take to restore my files?
Most Data Doctors Online Backup users are able to restore all of their files within a day or two. To ensure that your files are restored as quickly as possible, make sure to leave your computer on and connected to the Internet overnight until the restore process completes. Technical Details The speed at which you're able to restore your files depends on: (1) How much data you need to restore (2) The speed of your Internet connection, and (3) How long your computer is connected to the Internet each day Typically, home high-speed Internet connections are capable of restoring (downloading) 10-15 GB per 24 hour day.
How can I tell when all my files have been restored?
When Data Doctors Online Backup is done restoring your files, it will pop up a dialog box to notify you that the restore process is complete. 
I'm having a problem restoring files...
If you need help, please contact customer support for assistance.
Settings
What does the Lower Priority option do?
How do I disable / turn off the colored dots?
What does the Pause for 24 Hours option do?
What does the Disable Data Doctors Online Backup option do?
Where do I find the Data Doctors Online Backup Backup Drive?
What does the 'Back up ASAP' option do?
What do the different lock icons in the system tray mean?
The Data Doctors Online Backup InfoCenter
How to change settings using the lock icon menu
Locating the Data Doctors Online Backup Lock Icon
What does the Lower Priority option do?
This option causes Data Doctors Online Backup to slow down its use of the Internet so as not to interfere with other Internet-intensive hardware/software such as VoIP telephony (e.g., Skype and Vonage). Technical Details Data Doctors Online Backup reduces its packet size from 8,000 bytes to 1,400 bytes and sends only one package at a time instead of streaming multiple packets.
How do I disable / turn off the colored dots?
Data Doctors Online Backup uses colored dots to indicate the backup status of your files and folders. To disable the dots, double click on the Data Doctors Online Backup lock icon in your system tray to open the InfoCenter. Click the 'Set Options' button, and uncheck the option that says 'Show colored status dots on my files and folders' If you choose to disable the dots, you can check the backup status of your files by browsing the Data Doctors Online Backup Backup Drive in your My Computer directory
What is Recover Mode?
If you transfer your Data Doctors Online Backup subscription to a new PC or if you replace the hard drive on your old PC, Data Doctors Online Backup will start up in Recover Mode. Recover Mode essentially freezes your backup so that you can restore your files; it prevents Data Doctors Online Backup from thinking that you have deleted all your files and wish to delete them from your backup. Once you have restored your backed up files to your new/repaired PC, Data Doctors Online Backup automatically exits Recover Mode and begins to back up your new files. When Data Doctors Online Backup is in Recover Mode, the lock icon in the system tray turns blue with a red cross, and an alert is displayed in the InfoCenter to advise you that backup has been suspended. You may discontinue Recover Mode by de-selecting Recover Mode on the InfoCenter's 'Set Options' tab. You can keep Data Doctors Online Backup in Recover Mode for as long as you need to, but your backup will not be updated while you are in Recover Mode.
What does the Pause for 24 Hours option do?
If you right-click the Data Doctors Online Backup lock icon in your system tray and select 'Pause for 24 hours' Data Doctors Online Backup will stop all backup operations for 24 hours or until you right-click the lock icon and uncheck the 'Pause for 24 hours' option. While Data Doctors Online Backup is paused, the lock icon in the system tray will turn gray with a red paused symbol to remind you that Data Doctors Online Backup is paused. To stop Data Doctors Online Backup for long periods of time, select 'Disable Data Doctors Online Backup' instead.
What does the Disable Data Doctors Online Backup option do?
To stop Data Doctors Online Backup completely and release all associated system resources, such as the Volume Shadow Copy Service (VSS), right click on the Data Doctors Online Backup lock icon in your system tray and select 'Disable Data Doctors Online Backup'. When Data Doctors Online Backup is disabled, the lock icon in your system tray will turn gray with a red 'X'. You can reenable Data Doctors Online Backup by right-clicking the lock icon again and unchecking the 'Disable Data Doctors Online Backup' option. You may want to disable Data Doctors Online Backup if you need to use another program that requires the Volume Shadow Copy Service, such as a disk defragmenter, or if you are traveling with your computer for an extended period of time without access to the Internet.
Where do I find the Data Doctors Online Backup Backup Drive?
If you don't see the blue Data Doctors Online Backup Backup Drive lock icon on your Desktop, you can access the backup drive from the 'My Computer' directory. Click the Windows Start menu, then click on 'My Computer' to open the directory. (Note: 'My Computer' is called 'Computer' in Windows Vista.) Double-click the blue lock icon to open the Data Doctors Online Backup Backup Drive.
What does the 'Back up ASAP' option do?
Data Doctors Online Backup works automatically in the background to keep your backup up-to-date without interfering with your computer's performance. However, if you need to update your backup right away, you can select 'Back up ASAP' on the View Status tab. When you select Back up ASAP, any new and changed files will be uploaded to your backup immediately. (Note that this option is only available after your initial backup is complete.)
What do the different lock icons in the system tray mean?
Data Doctors Online Backup displays a lock icon in your system tray to show you the status of your backup at a glance.
| A green lock icon means your backup is up-to-date (e.g., all the files in your backup have been updated within the last 24 hours) | |
| A yellow lock icon indicates that some of your files have not been backed up within the past 24 hours. When you install Data Doctors Online Backup for the first time, the lock icon will be yellow. It will turn green after your first backup is complete. Whenever you see a yellow lock icon, it's best to leave your computer turned on and connected to the Internet until the lock icon turns green, indicating that your backup is up-to-date. | |
| A red lock icon indicates that there's some sort of a problem with your backup that requires your attention. Click on the lock icon to view the alert message and instructions. | |
| A yellow or green icon with a down arrow on it indicates that you've put Data Doctors Online Backup in Lower Priority mode. | |
| A gray lock icon indicates that you have paused or disabled Data Doctors Online Backup. | |
| A blue lock icon with a red cross in the middle indicates that Data Doctors Online Backup is in Recover Mode. |
The Data Doctors Online Backup InfoCenter
| When you double-click on the Data Doctors Online Backup lock icon in your system tray, the Data Doctors Online Backup InfoCenter will open up on your desktop. From the InfoCenter, you can see the status of your backup, view or change Data Doctors Online Backup's default options, or contact customer support. |  |
How to change settings using the lock icon menu
The Data Doctors Online Backup lock icon menu provides quick and easy access to the most frequently-used Data Doctors Online Backup options. To access the lock icon menu, simply right-click on the Data Doctors Online Backup lock icon in your system tray. Clicking the 'Online Support Center...' option will automatically take you to the Data Doctors Online Backup Online Support center. For more information about the other options on the lock icon menu, click on one of the topics below: Recover Mode Lower Priority Pause for 24 hours Disable Data Doctors Online Backup
Locating the Data Doctors Online Backup Lock Icon
| The Data Doctors Online Backup lock icon is located on your Windows system tray. You can double-click on the lock icon to open the Data Doctors Online Backup InfoCenter, or right-click on the lock to open a menu of frequently-accessed options. The color of the lock icon indicates the status of your backup. When you first install Data Doctors Online Backup, the lock will turn yellow, indicating that the files you've selected for backup have not yet been uploaded to our secure backup servers. When your first backup is finished, the lock icon will turn green. The lock icon won't turn yellow again unless your backup is more than 24 hours behind. A red lock icon indicates that there's a problem with your backup that requires your attention. (If a red lock appears, Data Doctors Online Backup will pop up an alert box to tell you what's wrong and what you can do about it.) Click here to learn more about the lock icon |  |
The Set Options screen
| The Set Options screen gives you a quick way to change Data Doctors Online Backup's default settings. You can also access some of these options by right-clicking on the lock icon in your system tray, as described above. To learn more about these options, please click on one of the links below: |  |
How to schedule your backup
| By default, Data Doctors Online Backup works in the background to keep your backup up-to-date completely automatically. However, if you choose to, you can schedule Data Doctors Online Backup's backups. Simply click 'Set Options' in the Data Doctors Online Backup InfoCenter, then click the 'Backup Schedule' tab. You can set Data Doctors Online Backup to back up once a day, turn off your backup during certain hours of the day, or use the Advanced Scheduling options to create a more complex backup schedule. |  |