FAQ - Frequently Asked Questions

About SoSure and Data Loss

» What is Sosure?

SoSure is a company that offers subscription-based online backup, based on IBM software and hardware that can protect you from losing your important files.

» How can I lose my documents?

There are many ways in which one can lose data. The vast majority of data losses occur due to hardware failure or human error; there are also innumerable examples of software failure and destructive virus attacks. In addition data lose can also occur by theft or physical damage due to fires or floods. These forms of damage are difficult to protect against; however, it is possible to ensure that you always have a copy of your data in reserve. The easiest and most secure way of doing this is with an automatic online backup.

» Why should I protect my data with SoSure?

Today, computers have gone from being an advanced typewriter to an intelligent multimedia center. You have probably already compiled an extensive library of your favorite music on your computer. Most likely, you have also saved a lot of priceless family photos from the most precious moments of your life. The computer is a smart storage medium, in that pictures don't fade, and the records never get scratched. But the digital age also presents new challenges that you need to address. Digital data are not physical objects that take up space on a shelf. SoSure, together with IBM, offers you protection, so you don't lose your digital valuables. We make sure you never have to fear having your vacation photos disappear or losing your music library.

» How can I get protection?

It is easy to get protected with SoSure. Download SoSure Backup from our website, and install it directly onto your computer. Avoid the hassle of installing CDs, reading technical manuals and slow transportation. Then all you select a subscription that meets your needs, and your data and documents are then automatically secured.

» What is SoSure Backup?

SoSure Backup is a program that secures your documents. When you have downloaded the program and installed it on your computer, you select which documents you wish to secure with the user-friendly menu. SoSure Backup continually saves new versions of documents, and the program is updated automatically on a regular basis.

» How does the backup software work?

Our backup software makes sure that the data you wish to backup is continually sent to our hosting center. The software also enables you to retrieve your data at any time. We store all of your data in a secure format, which cannot be read until you retrieve it to your own computer. We use encryption throughout the transfer process, ensuring that nobody can view your files at any time.

» Am i protected all the time?

Yes. Once you have downloaded our program and purchased a subscription, we protect you around the clock. We also update SoSure Backup regularly, so you always have the latest version of the program installed. With SoSure, you are protected now and in the future.

» What happens if my entire server or PC breaks down, and what is System recovery?

If a malfunction should occur and your computer or server breaks down, you will need to recover your files as they were prior to the breakdown. You must first replace any defective hardware and reinstall your operating system, as well as your backup program from our website once again. With a few simple clicks you will have access to your backup. In our storage management catalogs, there are indexes of all of the files you have backed up. The system displays the date and time of when the files were uploaded. By looking through this catalog via the user menu, you can easily find the files you wish to restore or you can choose to restore all of the files as they were before you lost them.

» How do I pay for protection with SoSure?

SoSure collaborates with Digital River, which is the Internet's most secure online payment service. At SoSure, you only pay for protection when you need it. It's easy and inexpensive.

» Can I cancel SoSure Backup?

If you no longer wish to be protected by SoSure Backup, you can simply choose not to renew your backup subscription. We notify you by email when your subscription is about to expire. You can easily uninstall the program from the user menu with one click of a button.

» What operating systems can I run SoSure Backup on?

Our program is tailored and optimized for use on Windows operating systems. We currently have no OS X or Linux versions of the program.

» Can there be problems with my firewall?

We send your files over the same port that your Internet browser uses to retrieve pages (80) and using the same protocol (WebDav/http). Your firewall should have no problem functioning with SoSure Backup.

» What is an important file?

You define what files are important to you. This could be

- Digital photos of you, your family, friends, pets, etc.
- Reports, contracts, school papers, your next best seller or other documents in word or other office like files formats.
- Music or videos your have purchased or perhaps made your self

What ever type of files your treasure, SoSure Backup can help secure it now and forever.

The Backup Client

» What is the latest version of SoSure?

SoSure is currently available in version 1.2.0 To check if you have this version, open the SoSure client and look at the bottom of the screen. The version number will be listed here on all pages of the client. If you do not have the latest version, click here to download the latest version and follow the instructions to install. When prompted, select “Existing User?” and login with your user name and password. Updates are always free for all users.

» What should I choose - “ new” or “existing” user?

When the backup client starts up the first time after installation, it gives you two options for entering, as:

New User: If this is your first time using the backup client, and thus have not registered an account already, you should click the “New user” button. This will lead you to a file selection and account creation page. Once you complete these two steps the SoSure backup client will start to backup your files*

Existing user: If you already have an account and want to restore your files, or reinstall the SoSure backup client, click the “Existing User” button. This will lead you to a login window where you can enter your username and password. You will then have the option to restore your files or setup SoSure to backup from the machine you are now working on.

* ”your files” mean the files you have selected on the file selection window. To see more about this click here

» How can I select my important files?

On the SoSure Backup client you can select files via a number of pre-defined options, as shown on the screenshot on the right. The options are defined in one of two ways:

By Folder

If you always save your important files in, for example, the “My documents” folder on your computer, you can set SoSure Backup to backup the folder “My Documents”.

By file type

If you want to secure a specific file type, for example, all your pictures, and these files are spread over multiple folders on your computer, SoSure Backup can look for given files types like .bmp, .gif, .jpg (common picture files formats) on your entire hard drive.
Should you have pictures in a format which SoSure does not cover by default, simply add it and SoSure backup will backup any files in that particular format as well.

» What happens when i close down the window

The SoSure Backup will continue to run even when you close down the window. It will show only as an icon in your system tray on the windows bar.



To open the window again simply double-click the icon or right-click to get a menu where you can select “Open SoSure”. This menu also offers you options to pause the SoSure backup and to resume again as shown on the screenshot below.

» Can I pause the backup process

Yes you can. Simply right-click the SoSure icon in the tray on the low right side of you screen. A menu will appear which, among other things, allows you to pause the backup for 30 min, 2 hours and 24 hours.



At anytime during a pause you can resume the backup by selecting “Resume” on the same right click menu on the tray icon.

If you do nothing after pausing the backup, the backup will automatically resume after the pause period runs out.

» Can I delete files from the backend?

Yes, click on Restore in the left menu bar and navigate the file tree to find the folder or file you want to delete. Check of the checkboxes left of the folder or file name. Once you have checked of all the folders or files you want to delete, and the click the button at the bottom of the window.

As deleting a folder or file, means that you no longer have it backed up, the client will ask you to confirm, via a small popup window. If you select “Yes” the files will be deleted permanently.

» Can I backup more than one version of the same file?

Yes you can. The SoSure backup client is able to backup and keep several versions of the same file.

For example, if you have backed up a word document, and after the backup you are working on it and decide to delete a section of the document and save the changes without changing the name of the document, then later you find that the changes you made were wrong and want to go back to how the document was earlier.

As you have saved the changes to the document, word will not allow you to use the “undo” feature, as word deletes the records of what has been changed every time you save the document.

In the SoSure Backup client however, you can select how many version of each file you want kept on you secure backed (by default it is set to 5). This way you are able to go back and get earlier version of files. The version are listed under each file as sub section, so simply click on the file name to expand the sub sections and select the given version you want to restore.

» How do I restore my documents on another computer?

If you need to restore your documents to another computer, download SoSure from www.sosure.com/download After installing SoSure and restarting your computer, you will be prompted with a screen asking if you would like to create a new account or are an existing user. Login as an existing user and you will see a restore screen. Click the button on the bottom of the screen that says "Restore files from other machines account". You will then have access to your files and can select to restore some or all of your files and documents.

» How do I restore past versions of my documents?

To restore past versions, click on the plus sign next to the file you wish to restore. Here you will see all of the versions that had previously been saved. Select the file to restore.

» Why does the storage Usage bar show 0, when I have backed up files?

The Storage Usage bar on the overview screen, is there to indicate how much storage in Gigabytes, you are using on your secure backend. To focus resources on vital processes like backup and restore, the input for the storage usage bar is not being maintained live, but in intervals. This means that in some rare cases you might see inconsistency between how much you have backed up and how much the Storage usage bar is showing.

The important thing here is that, this does not impact billing or anything in that regard, in case you exceed the limit you have paid for, but is unable to see that on the storage usage bar

Should you notice that you have exceeded your limit, SoSure will not close your account, but contact you by mail, informing you of the situation, with suggestion on what actions you can take (either delete files on your backend, or upgrade to a backup with more space).

» What forms of encryption does SoSure use?

SoSure uses the same encryption used by financial institutions, SSL encryption, as well as IBM developed encryption, to send, store and receive your data. These forms of encryption are some of the safest in the world.

General Tips

» Can I improve performance in the backup of my mail files?

Microsoft and other mail application providers suggest that your mail file should never exceed 500 MB, as this will dramatically decrease performance of your mail application. Thus you should use the archived feature to archive old mails and only have the latest in you inbox. Doing this will also improve on the performance of backup of you mails, because scaning a small file for changes requires less resources, than a large file. Thus keeping your mail file at a reasonable size (less than 500 MB), will help improve performance as this file is scaned for changes every time you recieve a new mail.

Subscription

» Where do I enter my license key?

To enter and activate your SoSure license, open the SoSure program by double clicking on the small SoSure tray icon in the bottom right hand side of your screen. Once SoSure has opened, click "Settings" in the left menu at the bottom.

Here you will see 5 boxes where you can enter your product key with 5 characters in each box. Enter your product key by copying and pasting the entire key into the first box.
Click here for more information on how to enter your license key and activate your license.

» How do I activate my SoSure license key?

To activate your SoSure license, use the key that has been sent to you in the mail upon purchase. Open your SoSure client and click settings. If you cannot find this, please click here

You can either manually enter your license key or copy and paste it into the fields shown. To copy and paste your license key, copy the entire 25 character key that was sent to you in your e-mail upon purchase, and put your cursor in the first box (as shown below). Then press CTRL + V and your license key should be pasted across all of the boxes.

If there is a red line under one of the fields, an invalid character was added that will cause your license key to be rejected. If not, click activate and your SoSure license will be activated.

Should you have any further questions while activating this license key, please contact us by e-mailing support@sosure.com or filling out the support form on the right side of this page and we will respond to you within 24 hours of your request.

» I need more storage space. How can I upgrade my SoSure license?

If you need more storage space and/or would like to upgrade to another package size, please do the following. Open your SoSure client by clicking on the green tray icon in the bottom corner of your screen. Once SoSure has opened, click the button "Settings" in the lower left hand corner of your SoSure client.

There, you will find a button that says "Upgrade Account". Click the "Upgrade Account" button and you will be taken to the SoSure store, where you can select the product and package of your choice. Once you have upgraded to the new package, enter the new license key and your subscription will be updated. The remaining time on your previous subscription will be prorated depending on the amount purchased in your new package.

» What happens if I use more space than Im allowed?

Should you exceed the amount of space in your subscription package, you will get a pop-up letting you know that you have gone over the alotted amount. In this popup, you will have the option to upgrade to another package, or delete files from the backend to create more space.

» How do I renew my SoSure license?

To renew SoSure, purchase a new subscription by clicking here: www.sosure.com/buy This will take you to the SoSure store where you can select the subscription package of your choice.

Installation

» Why do I have to accept the End User License Agreement?

The end User License Agreement explains how you are allowed to use the SoSure Backup client, and the terms for how we, SoSure, will ensure you digital valuables are kept safe.

» Why do I have to restart after the installation

For security reasons the SoSure client will only be initiated after a restart of the computer, because that ensures that all vital components are loaded correctly and are ready to secure your important files.

Firewall

» Should I allow “BackupService” to access the internet

When you start the SoSure Backup Client it starts a process called “BackupService.exe” which needs to access the internet, to send the files you want backed up to the secure backend, and to restore them again. You Firewall might catch this process, and ask if you will allow it to access the internet. You can safely allow this.

Technical requirements

» Can I run the SoSure Backup client on a 64 bit operating System?

Currently, the SoSure Backup client is designed for standard 32 bit operation systems Windows XP and Vista (both home and pro). SoSure is currently working closely with IBM developers to develop SoSure for 64-bit computers. We anticipate to have this running by the end of the year 2008. We will place a notice on this site once this is up and running.