FAQs

Q:How Secure is the New-Backup Cloud?

Currently trusted by over 500,000 people all over the world!
Data stored on your Cloud account is held on multiple storage servers at our data centres in London UK ensuring your data is fully protected.

Our network is protected by enterprise-grade firewalls ensuring that once your data is on our servers only the people you want to access your data can.

Files stored on our servers are encrypted, using military grade, AES-256 encryption, so in the very unlikely event that someone compromised our data storage and stole any data it would be meaningless. This storage encryption is processed by our web service on receipt of the file, rather than by the Desktop Sync Software on your PC to allow you to be able to, e.g. view files through the web portal, to download the unencrypted files directly from the web portal etc.

The encryption you can use between the Desktop software and the servers is a separate process – more similar to the SSL connection you use when sending data to and from your online bank.

User’s data can only be accessed by being logged in as the user, except where it is shared publicly when it is visible to everyone through the sharing portal.

We have strict processes in place to ensure that the team cannot access customer data stored on the servers.
We can close a New-Backup account if the customer violates copyright regulations by publicly sharing data that they do not own, but data stored privately on the server is private and cannot be accessed by staff.

Q:Where Is The Data Stored?

The data centres are all based in the UK.

We have multiple low-latency/high-bandwidth links which allow customers around the world to transfer their data at high speeds wherever they are in the world.

Q:What Does Unlimited Backup Mean?

Our unlimited plan if for home users only and not available for business users. We do require all customers to be fully compliant with our Terms of Service and utilize space and bandwidth in the normal operation of a personal user not a business.
How do you determine a business or “normal” operation?

We regularly run customer space utilization through a series of statistical analyses and use the results of these studies to define normal. Although the actual results of these analyses vary from month to month, one thing remains constant: 99% of our customers fall into “normal” range. Typically, customers who fall outside the normal range are using their accounts for business purposes

If you have a question about whether your usage will fall into the normal range, feel free to contact our team. We’ll be happy to talk about your specific needs before you purchase your storage plan.

What happens if I exceed “normal” usage?

Whilst it is rare, we may request a customer to transfer from our unlimited plan if we believe them to be a business or that they have exceeded our fair usage policy. At which time they will be able to simply migrate their Unlimited Plan to our Business Plan.

If we have any concerns about your account, we will contact you via your verified email address. If we believe that a customer has breached these terms, we simply ask them to migrate their account to a Business Account. Generally, we provide customers with a minimum of 30 days to either upgrade or move their data.

It is under New-Backups’s sole discretion to deem if your account as being used for business purposes, or if we believe it is not showing “normal” usage.

Q:What Operating Systems are Supported?

The software client is supported on multiple operating systems –

Windows
Windows XP and above
Windows Server 2003-2011

Mac
Mac OS X 10.6.8 and above

For all other operating systems (for example Linux) you can access stored files through the web portal, upload files to the Briefcase through the web portal, and access the Briefcase of a Pro Suite through FTP, SFTP, or WebDAV

Q:Is There A File Size Limit That I Can Upload?

There is not have a file size limit when uploading files using your desktop software or via FTP, SFTP or Webdav*some 3rd party FTP clients have file size limits. Please check with provider.

However there is a 2GB limit when uploading to a New-Backup Briefcase account via your web portal. So use the desktop software for files over 2GB for Briefcase plans.

Q:What Are The Minimum Requirements to Run New-Backup?

Windows

1. 2003 or later (XP, Vista, 7 and 8), and Server 2003-2012.
2. 1 GHz Intel or equivalent CPU
3. 512 MB of RAM
4. Broadband Internet Connection
5. Internet Explorer 7 or higher/Firefox 2.0 or higher/Google Chrome
6. The latest versions of Java and Flash

Mac

1. OS X 10.6.8 or later
2. 1 GHz Intel or equivalent CPU
3. 512 MB of RAM
4. Broadband Internet Connection
5. Firefox 2.0 or higher/Google Chrome/Safari
6. The latest versions of Java and Flash

Q:How To Uninstall The Backup Software On A Mac

You may need to uninstall/reinstall Livedrive if you experience any technical issues when using the Livedrive desktop client software. Once you have done uninstalled Livedrive, you can download and install the latest version of the software via your web portal.

Before performing this process please ensure that any files selected for upload to your Briefcase (if applicable) have completed fully or that you have a local copy as this process will clear the Livedrive cache and remove any partially upload files.

Before Uninstalling

1. Click on the Livedrive icon

2. Then select Quit

If necessary: go to Finder and then select Applications, Utilities and then click on Activity Monitor. Select LivedriveCore and click Quit Process to stop Livedrive running.
Uninstall Livedrive

Uninstall Livedrive

Once Livedrive has stopped running, please download the uninstaller.

Delete Keychain References

To delete your keychain references, please:

1. Click on Finder

2. Then Applications and Utilities

3. Click on select Keychain Access

4. Select Livedrive and then click on File, Delete Keychain “login” and select Delete

Q:How to Configure your Backup Scheduled Scans

Once your initial backup is complete, you can set the backkup client software to run schedule scans of your files and folders to checking for any changes made to the file.

The software will upload modified files during the scan and save the file as another version.

The schedule scan can be set to backup once every hour (up to once every 48 hours), between certain times or real time.

To configure your schedule scans

1. Click on the Livedrive icon

2. Select Manage Backups

3. Click on the Settings tab

4. Choose your schedule scan settings
Schedule scans

Please note

Selecting real time scans requires the application to be closed before the scan can occur. For example, if you are working on a Word document, the software won’t be able to back it up until you have saved and closed the file.

Real time scan: .PST – If wish to backup your Outlook .pst file with real time scan, the software won’t be able to back up the .PST file until you close Outlook, and if Livedrive is backing up your .PST file then Outlook will not be able to be opened.

Livedrive is not a service but an application therefore requires you to be logged in during transfer or scanning of files.

Q:What Is De-Duplication?

The service gives each file a hash which is essentially its own fingerprint.

When you select a file or folder to backup the software searches for files which have the same fingerprint or hash, and if it already exists on our servers, it will copy the file instead of getting the software to upload the file again.

Even after you have deleted files and folders, they remain on our servers for 30 days, and after this time are permanently removed.

Using this technology (de-duplication) we prevent customers having to upload entire files and folders they may have previously uploaded to our servers.

Q:Can I Stream My Movies and Videos?

With your New-Backup account, you can stream video media files through your web portal or mobile applications.

Please note that the service will only stream videos that are under 1.5GB, and with no DRM.

The following video types are supported: .MOV, .WMV, .MPG, .3GP, .AVI, .MP4, .M4V, .MKV, .OGM, .FLV, .ASF

Simply open the file in the web browser or mobile apps and start the streaming!

Q:How Do I Contact Support?

Support is available through the ticketing system if you have an account. Or via email at support@new-backup.co.uk