How do I retrieve files?
Retrieving Files with the Connected Backup for PC and Mac software
How can I retrieve a file I backed up?
Click on the Retrieve tab in the Connected Backup PC and Mac software on your computer.
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."
You will be prompted to rename the file so it does not have the same name as another file on your computer; then the file will be retrieved.
To locate a specific file, use the Find feature. Type all or part of the file name and folder where the file is located.
Back to top
Why can't I see a file that I backed up a while ago?
The Retrieve Tab defaults to displaying the most recent version of your files. To see older versions, click "Show Versions" (top 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.
Back to top
Retrieving Files with MyRoam/web restore
Using MyRoam/web restore to retrieve files
Log on to the Account Management Web site and select Retrieve Files with MyRoam®.
To select files:
Select a folder in the left pane to display a list of folders and files.
Click the box in front of the file(s) that you want to retrieve.
Complete your selections.
Click "Retrieve."
After the file preparation process is finished, click Continue.
Follow the displayed download instructions to download the ZIP archive file that contains the files you selected for retrieval.
Back to top
Why you may not see your latest backup with MyRoam/web restore
The list of your backups that MyRoam receives from the Data Center remains on MyRoam 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 Connected Backup for PC and Mac software if possible.
Back to top
Retrieving Files from CD or DVD (Windows only)
What's on a CD or DVD and how do I use it?
When you order a CD or DVD of your backups, you will receive a copy of all files associated with a specific backup session. We are not able to offer selected files or dates.
Also on the CD or DVD is a copy of the Connected Backup for PC and Mac software. You run the Connected Backup for PC and Mac software from the CD or DVD to retrieve your files. Written instructions are included with every CD and DVD order.
Back to top
How do I order a CD or DVD of my backups?
There are three ways to order a CD of your backups:
Contact the Connected Backup for PC and Mac Small Business subscription service administrator at your organization who can order media through Support Center. For more information on ordering CDs or DVDs, visit Support Center Administration Help.
If you have the Connected Backup for PC and Mac software up and running, use it to order a CD or DVD:
From the menu bar, select Operations | Order CD.
Select a shipping method.
Fill in the shipping label with a street address (no P.O. boxes) then click OK. Read the order confirmation message then click OK to transmit the order. Optional: Click on the Log tab to view the log showing your CD order.
Note: The number of CDs required to hold all your backups may affect the cost of your order. See the next section.
If your computer is out of commission or you do not have the Connected Backup for PC and Mac software installed on your system, or you prefer to order through Support, complete a Support Request. You will receive a copy of all files associated with a specific backup session. We are not able to offer selected files or dates.
Also on the CD or DVD is a copy of the Connected Backup for PC and Mac software. You run the software from the CD or DVD to retrieve your files. Written instructions are included with every CD and DVD order.
Back to top
CD and DVD Pricing, Shipping & Handling
$24.95 USD for a set of 3 CDs or DVDs, plus shipping and handling: see chart below. If more CDs or DVDs are required to hold your total backups, there is a charge of $20 USD for each additional CD or DVD. Shipping and handling is a flat rate, regardless of the number of CDs or DVDs in your order.
CDs/DVDs per order*:
1-3 CDs/DVDs, $24.95 set
4-up, $20 each
S&H, per order*:
Ground - $4
2nd Business Day Air - $11
Next Business Day Air - $20
*Shipping charges for continental U.S. orders only. For Shipping outside the continental U.S., please submit a Support Request. All pricing in USD.
Each CD holds approximately 650MB of compressed data. Each DVD holds approximately 2.5 GB of compressed data. To estimate the number of CDs or DVDs needed to hold your account backups, submit a Support Request.
Note: It is not possible to selectively include specified files on a CD or DVD. A media CD order includes all the files that are stored at the Data Center for a specific backup session. Prices are subject to change without notice.
Back to top
IMPORTANT: If your question is not answered in the FAQs, please complete a Support Request .
