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FileHopper Plus Frequently Asked Questions

 
WHAT IS FILEHOPPER PLUS & WHO SHOULD USE IT?
A: FileHopper Plus (SecurityCoverage Product) is an easy-to-use service that automatically backs up the files on your PC using your existing high-speed Internet connection. Your files are securely transmitted to a state-of-the-art data center, where they are available for recovery at any time day or night. The service is for every person that wants to safeguard critical PC data such as: photos, music, videos, emails, financial data, documents, and anything else. This is offered to BOTH residential and business customers.

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WHERE IS THE DATA STORED?
A: The data is protected in SecurityCoverage’s secure data center with 24/7 security, uninterruptible power sources, fire suppression and air conditioning systems, and network management & monitoring. This is the same type of data center that the world’s largest companies use to protect their most crucial business data.

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IS THE DATA SAFE WHILE TRAVELING ACROSS THE INTERNET?
A: Yes. All of the data is secured in transit using proven, Government-standard 128-bit SSL encryption. This is the same level of protection provided by banks and financial institutions around the world.

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CAN ANYONE ELSE ACCESS THE DATA?
A: No. The data is accessible only by you. In addition to protecting the files while traveling across the Internet steps have been taken to encrypt the individual files with 128-bit AES encryption before leaving the customer’s computer. This ensures the data is protected throughout the entire process.

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WHAT OPERATING SYSTEMS ARE SUPPORTED?
A: Online Backup is compatible with Windows XP, Vista, 7 (32 & 64 bit) and MAC OS X version 10.5 (Leopard) and above.

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WHAT ARE THE STORAGE OPTIONS TO SELECT FROM & WHAT IS THE PRICING?
• 5 GB will be $ 2.95 per month
• 50 GB will be $ 5.95 per month
• 250 GB will be $14.95 per month

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IS ONLINE BACKUP EASY TO INSTALL?
A: The installation wizard simplifies set-up. You can download and install it yourself in less than five minutes via an email link. There are also “demo” videos on-line which are very helpful.

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WHAT ARE THE ODDS THAT SOMEONE WOULD REALLY EVER NEED TO RESTORE DATA?
A: The odds are greater than you might think. Many people lose data as a result of computer viruses, hard drive crashes, natural disaster, and even plain old “human error”—such as accidental file deletions.

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WILL ONLINE BACKUP AFFECT THE PERFORMANCE OF A PC?
A: Online Backup uses advanced technology to minimize the impact on a PC, so you could continue working effectively even while the backup is running. Of course, backups are typically scheduled for late at night when no one is on the PC. In addition, adjustable bandwidth throttling has been built in which ensures that backups don’t interfere with everyday use.

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WHAT TYPE OF INTERNET CONNECTION IS REQUIRED?
A: Online Backup REQUIRES High-Speed Internet: Cable Modem, DSL, EDSL, 700 MHz & FTTP are all acceptable. The service CANNOT be used with a Dialup or WildBlue satellite Internet service.

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HOW LONG WILL THE BACKUP TAKE?
A: The very first backup after installation will take the longest and can run from a few minutes to 48 hours based on the amount of data that is being backed up and the speed of the connection.

Once the initial backup is completed, daily backups typically run in less than 15 minutes and in most cases won’t even be noticed. Online Backup uses differential backups, which means that it only backs up portions of the files that have changed since the last time they were backed up. This saves a lot of time, bandwidth and storage space.

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CAN AUTOMATIC BACKUPS BE SCHEDULED?
A: Yes. Once setup is complete automatic backups can be scheduled to best suit your needs or it can be left at the default setting that will check for changes to the files every 30 minutes and automatically backup to ensure that files are always up to date.

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CAN A MANUAL BACKUP BE STARTED?
A: Yes. Once setup is complete, daily backups are automatic and won’t require any action from you, but a manual backup could be started by going to the “Backup Now” function found within the FileHopper Plus console.

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HOW WILL I KNOW THE BACKUP WAS SUCCESSFUL?
A: By opening the FileHopper Plus console through the program menu or by right clicking the FileHopper Plus system tray icon and viewing the Status tab to check the status of recent backups including a view of all computers and devices using the service.

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CAN MORE THAN ONE PC BE BACKED UP?
A: FileHopper Plus can be installed on multiple computers at the same time. There is no limit to the number of computers that can be backed up, only the storage space and quota available. If it is installed on multiple computers, each computer will use the same account and storage quota and will be visible on the FileHopper Plus console.

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WHAT HAPPENS IF THE PC IS NOT CONNECTED TO THE INTERNET?
A: If the PC is NOT connected to the Internet, the backup CANNOT occur. FileHopper Plus will automatically try to back up again when the PC is connected to the Internet or on the next scheduled run. If an automatic backup is missed it can be manually backed up - SEE Q12- MANUAL BACKUP.

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HOW CAN THE DATA BE RETRIEVED?
A: The data can be retrieved by opening the FileHopper Plus console and clicking on the “Restore” tab. From there, find the data to be restored and simply click the “Restore Now” button. Online Backup will put the data back in its original location without any further actions.

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HOW LONG WILL RETRIEVAL TAKE?
A: Retrieval of individual files will typically take only a few minutes. If all the files are lost and a large amount of data needs to be retrieved, this can take several hours depending on the amount to be retrieved and the speed of the connection.

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HOW MANY EARLIER VERSIONS OF A FILE CAN BE STORED IN AN ACCOUNT?
A: FileHopper Plus backs up all files each day and by default stores the five (5) most recent versions. In addition to storing the five most recent versions of current files, FileHopper Plus will retain deleted files for up to 30 days. You must select the 30 day setting to ensure files are retained for up to 30 days. If a file is deleted from the PC it will also be deleted from Online Backup when the next backup runs.

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WILL FILEHOPPER PLUS BACK UP THE ENTIRE DISK DRIVE?
A: FileHopper Plus was made to back up the most important files (music, email, contacts, photos, financials, etc.) but NOT the system or application files, which are easy to restore via the original CD’s. Backing up application and system files and attempting to restore them from FileHopper Plus is NOT recommended and NOT supported.

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DOES FILEHOPPER PLUS SUPPORT NETWORK DRIVES OR EXTERNAL DRIVES?
A: FileHopper Plus does NOT support network drives or any drive not seen as a direct local “fixed” drive on the Operating System.

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CAN I DELETE FILES OFF MY HARD DRIVE AFTER THEY ARE BACKED UP TO FREE UP HARD DRIVE SPACE ON MY COMPUTER?
A: If a file is deleted from the PC or Mac, it will also be deleted from Online Backup after 30 days. This service is meant to BACK UP the data on a PC or Mac rather than to serve as online storage of files that are NOT also stored on your computer.

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WHAT KIND OF SUPPORT IS AVAILABLE?
A: You can simply click on the “Request Assistance” link within the console. Technical support via phone is also included with your monthly service on a 24/7 basis by calling 1 -800-452-2288. 

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HOW DO I SIGN UP FOR FILEHOPPER PLUS SERVICES?
A: Send an e-mail to customerservices@midrivers.coop, call us at 1-800-452-2288, or stop in to any of our local offices to add Online Backup to your Mid-Rivers Internet account and start protecting your data today!

 

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