FAQ

Frequently Asked Questions

This Online Guide contains answers to most of the commonly asked questions
regarding our Online Backup Services. If you have a specific question that is not
addressed by the guide please feel free to e-mail your query to our support team
at: support@datatrustees.com

Installation & Setup

How do I get the DataProtector™ Online Backup/Recovery Software and subscribe
to the service?

After you have decided which service plan you require we will send you a link and instructions to
download the software. You can also free trial try the service for 10 days by clicking on the free
trial button in the lefthand side bar.

When you connect to the Data Center for the first time, you will be assigned an account number
that identifies the computer that you will be backing up. This is a unique account number and can
only be used for the computer on which the software is installed and for which backups will be
made. You will also be given the option of printing your account information. We urge you to
print the information and save it. It contains details of your account that will be needed later on.

How many accounts can I have on one computer?

Each computer requires its own account number, so the answer is one. If you have more than
one PC with data you want to protect with this service, get online with your other PC and Sign
up for another account.
Unique account numbers enable the storage of vast amounts of data from computers around the
world to be stored without losing track of it. The account number identifies which files belong to
which computer.

How do I recover/reinstall an existing account?

Download the current release of the DataProtector software: reinstall.exe

When you run it, be sure to check the box on the registration screen to indicate that you already
have an account. This will avoid accidental opening of a new account. The software will then
guide you through the account recovery process.

How do I move restore/reinstall an account to a new PC or hard disk?

What you will need: Account Number, Encryption Key, Password (if there is one), and the
current release of the backup software. See Account Information.

1) Download the reinstall executable of the DataProtector software:
2) Save the download to your hard disk and remember where you save it.
3) When you are ready to restore your account, run the downloaded program by double-clicking
on it.
4) When you run the software, be sure to check the box on the registration screen to indicate
that you already have an account. This will avoid accidental opening of a new account. The
software will then guide you through the recovery process.
5) Follow the on-screen prompts to enter your account number, then your encryption key.
6) When prompted for a password, unless you specifically remember placing a password on your
account, leave it blank.
7) When you click Finish, the software will connect to a Data Center and download several files
that contain information about your account. That completes the account recovery process.

How are version upgrades handled?

From time to time, Connected makes changes to the DataProtector software that will improve
performance or add new features. When the new version has been thoroughly tested, it is
released to our customers. Your version is then upgraded the next time you back up. There is no
action required on your part and you will always have the latest version -with the latest benefits

Internet Connections

Modem, Cable, DSL, LAN connections

Each type of connection has its own characteristics. When our software is first installed, it will
identify the type of connection that you have and auto-configure itself to use that connection. If
you have more than one connection, you can specify which one the software should use.

Standard modems - have been in use for a long time and are consistently reliable. They open
and close a connection as needed, using a dialer, unlike other methods of connecting. Our
software supports the standard Windows Dial-Up-Networking for these modems.

Cable modems - have certain limitations that could affect your connectivity. For example:

- Cable service can be either one-way or two-way, depending on the provider. One-way service
relies on an analog modem and phone line for uploads. This limits upload speed to 33.3 Kbps. the
more people on a node, the slower each connection could be.
- Service providers can tie a specific data rate or percentage of total bandwidth to each user.
Providers move bandwidth around among users selectively.
- Since most users don't need constant-megabit-per-second connections — they need high
speeds for loading a Web page but not for viewing it — cable operators will take advantage of
this burst of usage and divide bandwidth among multiple users.

DSL service - comes in several flavors, with varying throughput rates, technical limitations, and
prices.

Speed: The most common form for businesses and home users — the one we refer to simply as
DSL — is asymmetric DSL, or ADSL, which supports peak downstream speeds of 144 Kbps, to 2.2
Mbps but upstream rates only from 90 Kbps to 640 Kbps. Your backups will run at the upstream
rate.

Distance: The line's performance degrades with distance from the central office. All else being
equal, users 5,000 feet from the central office will get better throughput than those 15,000 feet
away. Beyond 18,000 feet, service is generally unavailable.

ISP: One advantage of ADSL service is a dedicated connection that won't degrade as more users
in your area sign on (as cable will). Still, performance not only varies depending on how far you
are from the central office, but also on the efficiency of your ISP's network. Even the fastest
DSL connections can't cure bottlenecks at an ISP, such as slowdowns during peak hours.

Generally, DSL upload transmission speed is rated at an average of 256K. Therefore, a data
stream of 100MB would upload in 54.50 minutes.

LAN connections - including DSL and cable, provide a continuously open channel to the
Internet. Like DSL and cable, LANs do not necessarily assure a high rate of transmission. You still
have to go through an Internet gateway and through several routers, so the variables that
create bottlenecks still exist and can affect throughput.

AOL, Prodigy, CompuServe, Juno, and similar ISP connections

If you will be connecting to us via ISPs who provide their own dialer, instead of using the
standard Windows dialer, it will be necessary to open your Internet connection before running
our software. You will not be able to use scheduled backups that run automatically, but all other
features are unaffected.

Transmission times/Backup Tips

Some suggestions for successful backups:

- Avoid peak hours. We recommend using automatic backups that are scheduled to run in the
earliest morning hours, between midnight and dawn.

- Close applications that aren't essential during the backup. There may be one or more
background applications running at the same time. Use Windows Task Manager to check this.

- Monitor several transmissions to see the speed at which your ISP has connected you.
Bandwidth is not usually guaranteed and will vary with the amount of traffic at any given time
Try to backup when conditions are favorable.

- Reduce the size of your backup sessions — at least until you complete an initial backup of
everything that you want. It may be that your ISP's available capacity is being taxed by sheer
volume, or that your own network is.

Firewall Information

Firewalls can be implemented in several ways. If you have a firewall, you will need to configure it
and/or the DatProtector™software to allow inbound and outbound transmission. How you do
that depends on the type of firewall that you have.

SOCKS proxy firewall: In the DataProtector software, provide your firewall's IP address and the
port to use to connect to the firewall. That's it; you do not need to reconfigure your firewall.

Non-SOCKS-compliant firewall: You will need to configure both the DataProtector software and
your firewall. Contact your firewall administrator for assistance. Read our detailed firewall
information.

Detailed Firewall Information: Overview

The DataProtector software communicates with the Connected secure Data Centers using the
standard TCP/IP protocol.

Connections are initiated from the backup software on your computer or inside the firewall.
Connections are NEVER initiated from the outside.

The program can work with all types of firewalls, including packet-filtering, circuit-filtering,
SOCKS-compliant Proxy or Mapped Proxy firewalls. For most firewalls, some configuration of the
firewall is needed. If your network requires explicit connection to the firewall to initiate outgoing
connections, the Data Protector software must be configured for your firewall. You can
configure it yourself using our client software configuration tool.

The requirements for running DataProtector service are consistent with security best practices.
They do not create an opening for incoming connections, and outgoing connections can be
limited to specific ports at specific known IP addresses. As an added security measure, all data is
Triple-DES encrypted before leaving your PC; it remains encrypted though transmission, and is
stored encrypted at the Connected secure Data Centers.

The following information is useful for configuring a firewall to permit outgoing connections to the
Data Center servers.

Protocols

TCP/IP is used. There is no use of UDP or ICMP.

Server Subnets

Each user's DataProtector software connects to a primary and an alternate server in order to
provide high availability. Currently, all servers reside in the subnet 12.159.133.0-63 (also
expressed as 12.159.133.0/26) and in the subnet 66.151.228.0-255 (also expressed as
66.151.228.0/24). The DataProtector software must have access to both these subnets. Should
these addresses change in the future, notice will be given to allow firewall changes and the
DataProtector software can be automatically updated with the new addresses.

Port Numbers

All Connected servers listen for client requests on a well-known port number: 16384. The
DataProtector software always establishes a TCP/IP session with port 16384 on the server.

DNS

The DataProtector software connects to a server using the server's IP address, not its name.
Therefore, name resolution and access to a name server are not required.

Registration vs. subsequent connections

The DataProtector software is configured to connect to one of a pair of registration server
addresses (primary and alternate) when it is used for the first time. The registration process
assigns a server address pair (primary and alternate) for all subsequent uses.

SOCKS-Compliant Proxy Servers

The DataProtector software can be configured to connect out through a SOCKS proxy server.
The IP address (or the DNS) of the proxy server and the port number on which it listens for
connections must be known in order to configure the backup software. SOCKS is designed to
allow outgoing connections and responses back to those connections, but to prevent other
incoming packets. This is consistent with the DataProtector software. If your SOCKS proxy
server has been set up with additional restrictions on outgoing connections, it is necessary to
include Connected's subnets in the permitted destinations.

When prompted by the DataProtector setup program to select a Firewall option, select the, "Use
SOCKS proxy firewall" radio button and enter your proxy server information.
Note: The default setting for SOCKS TCP Port is 1080.

Other Proxy Firewalls

In order for the DataProtector software to be used with an application-based proxy firewall
server, the firewall must be set to permit outbound TCP connections for a generic application.
Mapped firewalls require a separate port on the firewall for each different destination address.

The IP addresses that must be mapped will appear when you attempt to run the client software,
or can be seen by selecting Options/Connection.../Firewall in the client software. The destination
port number is always 16384. The firewall administrator may choose any available port numbers
on the firewall. Finally, the DataProtector software must be configured with the IP address, or
the DNS of the firewall and the firewall port numbers that were chosen.

When prompted by the DataProtector software to select a Firewall option, select the, "Use
proxy firewall server(s)" radio button. Then enter the firewall mapping that was configured on
your firewall: Enter the IP Address or DNS of your firewall into the "Firewall IP address" field; for
both secure Data Centers, enter the port numbers chosen by the firewall administrator.

Packet filtering firewalls

The following is a summary of rules that must be applied to the firewall software or hardware in
order to enable Connected's client-server protocol. (All the rules are described from the 'firewall's
point of view.')

- Permit TCP/IP outbound to port 16384 to subnets 12.159.133.0-63 (12.159.133.0/26) and
66.151.228.0-255 (66.151.228.0/24).

- If your firewall requires you to explicitly permit the response packets to come back, do so by
permitting TCP/IP inbound to ports 1024-5000 from the subnets listed above, for an
already-established connection. It is NOT necessary to permit a connection originating from
outside the firewall.

- We do not utilize UDP or ICMP.

Account Information

How can I tell what version I have?

You can identify your version by opening the DataProtectorTM software (Start | Programs |
Connected | Connected) and then clicking on Help | About.

Where do I find my account information?

Your Account Number appears on the Home screen of the DataProtector Agent and under Help |
About.
- Your Encryption Key: From the menu bar, select Options | Security | View.
- Your Password: You can only see your password by printing your account information. From
the menu bar, select Options | Security | View | Print.

Note: If you have a password, you will need it in order to print.

Are account numbers unique to each computer?

Each computer using Connected DataProtector has a unique account number. The account
number is assigned when you connect to the Data Center for the first time after signing up for a
plan. It is associated with the computer where the software is installed and the backups will take
place. If you have multiple computers, you will have multiple accounts.

By having a unique account number for your computer, data that you back up from that
computer will be recoverable even if the account is moved to a new computer. If you want to
share backups between computers, distinct account numbers enable you to do that as well.

What are the advantages of the encryption key?

An encryption key is used to encrypt your data for safe transmission between your computer
and our Data Centers. You will be asked for your encryption key whenever you retrieve files or
perform an account recovery.

The encryption key is a word or a phrase that you create when you first set up an account. It
contains a minimum of 8 characters. Once an encryption key is set it cannot be changed.

How is data retrieval safeguarded?

Once you have established an account, you can create a password for it. A password must
contain a minimum of 6 characters. It can be changed whenever you wish.

It is not necessary to have a password. However, you might want to password-protect your
account if your computer is shared with other people. While a password won't prevent backups,
it will prevent anyone else from using your account to retrieve anything you have backed up.

Note: Most people do not use an account password, and some companies do not even enable
this feature for their users.

To create a password or to change one: From the menu bar, select Options | Security | Change
Account Password. After your password has been transmitted to the Data Center, you should
print your account information as described in the next paragraph.

In order to see an existing password, it is necessary to print the account information. However,
you need to know the account password in order to print, so print the information while the
password is fresh in your mind and store the printout in a safe place. From the menu bar, select
Options | Security | View Encryption Key | Print

Backing Up Files

How often can I do a backup?

You may back up your data as often as you like, as long as your computer is turned on and
connected to the Internet. The easy-to-use DataProtectorTM Backup Wizard lets you set days
and times for your backup to automatically happen.

How long will my first backup take?

Depending on your Internet connection speed and the level of service that you sign up for, the
length of time of your first backup will vary. Typically, a backup of 100mb can take from 10
minutes to 15 minutes. Each successive backup thereafter will take less than 6 minutes because
only the incremental changes need to be compressed, encrypted and backed up. However, you
can check email or perform other computing activities while your backup takes place.

How can I confirm backups are taking place?

The easiest way to confirm that your backups are taking place is to check the logs. Here's how:

- Open the DataProtector software.
- Click the Log tab.
- Highlight the log for any session that you want and then click the View Details button (bottom
of window).
- Each log lists every file that was marked as needing to be backed up, and ends with a summary
of the backup session.

How can I tell what files were backed up?

The easiest way to determine what files were backed up is to check the logs. Here's how:

- Open the DataProtector software.
- Click the Log tab.
- Highlight the log for any session that you want and then click the View Details button (bottom
of window).
- Each log lists every file that was marked as needing to be backed up, and ends with a summary
of the backup session.

What can and cannot be backed up?

The DataProtector service is intended to protect your critical data files, not the commercial
software that you install from disk or CD. If you were to have a system crash you would be
better off re-installing your software so that essential information could be written back into the
Windows registry database that is part of your operating system.

We recommend that you not back up multi-media files. Their size and sheer volume would make it
costly and lengthy to restore via the Internet. Although you could order a CD of your backups, it
is generally cost-prohibitive, possibly costing several hundred dollars.

The consumer editions of the software are not configured to recognize network drives.

What is the retention policy for files?

The most recent 10 versions of each file backed up are retained on the Data Centers for 90
days.
Files you delete from your computer are retained on the Data Centers for 90 days.
Files you de-select from your backup set are retained on the Data Centers for 7 days.
Back to top

How do I select and deselect files in Backup View?

When you click the Backup View tab, a scan of your hard disk is initiated. Upon completion, a list
of files needing backup is displayed. To de-select files:

- Click the box in front of a file name
- A red X will be displayed
- The file will then be removed from the backup list.

If you want to add files:

- Change the display to show a directory tree that you can browse. The button for this is in the
window on the left; click Explore to pick files.
- To select/deselect, click the box in front of a file name. In some editions of the software, you
will also be able to click on an entire folder to include/exclude everything in it.
- A green check indicates the file is selected for backup, while a red X indicates the file is NOT
selected for backup.

How do I use "Find" to locate a particular file?

Using the Find feature is a fast and easy way to locate a specific file. You can use Find in Backup
View and Retrieve View. Simply click the magnifying glass icon at the upper right of the window,
next to the question mark (the Help icon).

HINT: When entering a long file name, or one that you aren't sure of, use an asterisk (*) as a
wildcard symbol. An asterisk can be inserted at any point in a file name in place of characters
that you aren't sure of, or you don't want to bother typing. There's only one rule: Don't use two
or more asterisks in succession; use one at a time as a placeholder.

- Example 1: For a file named My Resume.doc, type *resume.doc
This tells Find to look for all files that end in resume.doc.
- Example 2: For a file named Peaches and Cream.jpg, you could type P*and*.* or P*and*.jpg
or Peach*.jpg

If you don't see the file that you want with your first try, click Find Next until you do find it. You
can click Find Next as often as needed; it will recycle through the list no matter where your
starting point is.

If you are looking for an older file and are unable to locate it, then click the Retrieve Options
button (bottom of window) and select Show all versions of all files.

What does the message in Log mean: "0 Files backed up"?

There are several circumstances that may prevent files from being backed up:

- You cancelled the backup. Normal backups will resume without error.
- You ran a second backup immediately after another backup, so there were no changed files.
- Files needing backup were open. Close all files that you want backed up.
- Insufficient resources on your computer, such as not enough free hard disk space, not enough
available RAM, too small a page file, open files, or numerous background processes.
- An outbound connection to the Internet could not be made.Confirm that your connection
setting in the software is correctly set for the way you connect, either Dial-Up Networking
(Modem) or Direct Connection. AOL is an example of a Direct Connection because the
connection is already open when you go to back up. (Connection Settings are under Options, on
the menu bar.)
- Backup Schedule is set to 'Backup On Connection To Network' and there were no changed files
since your last backup. No action required; backups will resume normally when there are
changed files.
- The DataProtector software is installed in the same folder with the files you are trying to back
up. Application programs, such as the backup software, should always be installed in a folder of
their own, not mingled with files from other programs. (Contact Support via a Support Request.)
- A synchronization error occurred, in which case the details of the log would show a Diagnostic
with reference to 'Base hash count.' (Contact Support via a Support Request.)

How do I delete files from storage?

File management is automatic. Connected Corporation maintains the following data retention
settings on our Data Centers for Subscription Service customers:

- Files older than 10 versions or 90 days are deleted, but your most recent version is always
kept.
- Files that have been deleted from your system will be deleted from the Data Centers 90 days
later.
- Files that you backed up then de-selected from your backup set will be deleted after 7 days.

Where is my data is stored?

When you open your account, it is assigned to a mirrored pair of Data Centers that are
geographically separate. Since the Data Centers are identical, backups and restores can be
made to or from either one of them. The software automatically handles the connection for you.
The redundancy of a mirrored pair increases the security of your stored data. Additionally, the
Data Centers are themselves backed up. Further, duplication permits maintenance to be
performed without interrupting the service.

Retrieving Files

How can I retrieve a file I backed up?

- Click on the Retrieve View tab in the DataProtector software on your PC.
- Click on the "Retrieve Options" button at the bottom of the page.
- Choose which files, and from what time frame you would like those files.
- Click the box next to the file you want, and then click "Retrieve Now."
- You will be prompted to rename the file so it does not have the same name as another file on
your PC; then the file will be retrieved.

To locate a specific file, use the Find feature. You can access Find by clicking the magnifying
glass icon in the upper right of the screen or from the menu bar by clicking Operations | Find or
with the key combination Ctrl+F. Click here for our file retention policy.

Why can't I see a file that I backed up a while ago?

Retrieve View defaults to displaying the most recent version of your files. To see older versions,
click Retrieve Options (bottom of screen) and select the view that you want. A description of
each of the options can be found by clicking the Help button.

If you still don't see the file, set the display to 'Show all versions of all files'; then use the Find
feature. You can access Find by clicking the magnifying glass icon in the upper right of the
screen, or from the menu bar by clicking Operations | Find or with the key combination Ctrl+F.

Retrieving Files with iRoam/web restore

You can retrieve your backup files from any computer that has Windows installed. Use Microsoft
Internet Explorer to go to: https://iroameu.connected.com/iroam

To log in, enter your Account Number and then your Account Password, if you have one. If you
do not have an account password, then enter Account Number and your Encryption Key.

To select files:

- Click the box in front of the file(s) that you want to retrieve.
- Complete your selections.
- Click "Prepare Selected Files for Download."
- After the file preparation process is finished, you may add more selections or go directly to the
Download Files tab.
- On the Download Files page, click 'Here' next to each file that you want to download.

EXCEPTION: If the file is a graphic, when you click 'Here' the file will open. To download a graphic
file, right-click 'Here' and choose "Save target as…"

Note: Be prepared with your account information before you go to use the Web Restore
feature. For directions, go to Account Information.

Why you may not see your latest backup with iRoam/web restore

The list of your backups that iRoam receives from the Data Center remains on iRoam for 24
hours. So, if you log in within 24 hours of your last login, you will see the same list of files that
you saw the previous time. If you backed up during that period, you last backup won't be
displayed.

For retrieval of files that were backed up within the 24-hour time frame, use the DataProtector
software if possible.

Retrieving Files from CD

What's on a CD and how do I use it?

When you order a CD of your backups, you will receive a copy of all files associated with your
account number. We are not able to offer selected files or dates.

Also on the CD is a copy of the DataProtector software. You can run the DataProtector software
from the CD or reinstall the software on your computer. Written instructions are included with
every CD order.

How do I order a CD of my backups?

Send cd request email to: support@datatrustees.com
Also on the CD is a copy of the DataProtector software. You can run the software from the CD
or reinstall the software on your computer. Written instructions are included with every CD
order.

CD Pricing:

- £35.00 first CD + P&P
- £25.00 subsequent CD's + P&P

Cancel, Uninstall, Reinstall Account/Software

How do I uninstall my DataProtector software?

Confirm that the DataProtector software is closed. Then select Start | Settings | Control Panel |
Add/Remove Programs | Connected (remove only) | Add/Remove | OK | OK.

Your version of Windows may vary slightly, but you should be able to approximate these
instructions.

Note: If you attempt to remove the software by deleting it (Recycle Bin), the software will not
be completely uninstalled. However, after you uninstall it according to the directions above,
some files or folders may remain. It is all right to delete those; they are no longer needed.

How do I reinstall my DataProtector software?

Get the DataProtector software for reinstallation by clicking here: reinstall.exe

Note: Be sure to check the box on the registration screen to indicate that you already have an
account. This will prevent the accidental opening of a new account. The software will then guide
you through the recovery process. (You will need your Account Number.)

How do I move/restore/reinstall an account to a new PC or hard disk?

What you will need: Account Number, Encryption Key, Password (if there is one), and the
current release of the backup software. See Account Information.

- Download the reinstall executable of the DataProtector software.
- Save the download to your hard disk and remember where you save it.
- When you are ready to restore your account, run the downloaded program by double-clicking
on it.
- When you run the software, be sure to check the box on the registration screen to indicate
that you already have an account. This will avoid accidental opening of a new account. The
software will then guide you through the recovery process.
- Follow the on-screen prompts to enter your account number, then your encryption key.
- When prompted for a password, unless you specifically remember placing a password on your
account, leave it blank.
- When you click Finish, the software will connect to a Data Center and download several files
that contain information about your account. That completes the account recovery process.

How do I cancel my DataProtector account?

To cancel your data protection account with Connected, please email support at:
support@datatrustees.com

What happens to my stored backups when I cancel?

Data Trustees retains your data for a courtesy period of 30 days, after which time it is deleted
and will no longer be recoverable.

What about Privacy and HIPAA?

The Connected DataProtector software sends and stores data in an encrypted, archived format
that is not accessible to users who do not possess the encryption key and password for the
account that backed up the data. We employ strict policies on releasing this secure information.

No software is HIPAA compliant. Connected makes their software as secure as possible by
allowing the ability to password protect your Agent (DataProtector client software), keeping
audit trails of activity, and having industry-leading security standards. It is the responsibility of
the customer to ensure that proper security is installed and used on the computer/PC.