Frequently Asked Questions
Below are answers to questions we hear often.
Below are answers to questions we hear often.
How do I enable LiveProtect and backup file changes is real time?
Sometimes this is referred to as “syncing” and can be useful to protect new work and changes quickly. In SOS for Windows click Configure, right click a file and select Enable LiveProtect. SOS will then backup data as soon as new changes are saved and an Internet connection is available. Watch the LiveProtect video.
Why hasn’t my backup stopped running for the past few days?
The most-likely culprit is your computer’s sleep/standby/hibernate settings. Please make sure SOS is scheduled to backup at a time when the computer is powered on. Watch the scheduling video. For advanced users, you can set SOS to wake the computer from sleep in the Windows Task Schedule. For further assistance please contact support. See “How do I add an exception for SOS?” below if your antivirus or firewall is interrupting your backups.
I can’t install SOS on my computer, what do I do?
Check your antivirus and firewall settings. They can block applications from installing unintentionally and you may need to create an exception for SOS. See “How do I add an exception for SOS?” below.
How do I add an exception for SOS?
Below are the files that must be added to your exceptions list, or if possible, add the entire folder: C:\Program Files (x86)\SOS Online Backup\
I have selected my data for backup but the Next button is gray and I can’t continue, what do I do?
This can happen if you’ve selected data from a network-based source such as a NAS or mapped volume. It can take more time to scan through files on these sources, especially if going through a lot of data. Please wait, when SOS is finished the Next button will become available. Watch the selecting a backup set video.
I just deleted data from the SOS cloud, why hasn’t the amount of storage changed?
When deleting large amounts of data from the cloud it can take up to 30 minutes for that change to reflect in the “total” usage.
I just restored some files from the cloud, where did they go?
In SOS click Menu > Advanced Options > Folders to see the default restore location. Mac users are prompted at the time of Restore where they would like files to download to. Watch the restoring files video.
How do I know which files have been backed up?
In the SOS Dashboard or SOS for Windows, Mac, Android or iOS, you can see every folder/file in your cloud. You can also pull Backup Reports to see when files where protected.
What is the difference between Regular, UltraSafe and UltraSafe MAX?
Regular, UltraSafe and UltraSafe MAX accounts vary in security levels though all three options are always fully encrypted end-to-end. SOS has one of the strongest security records in the industry. Read more security details.
Shared Encryption Key | Account Password Reset | Sharing Files From the Cloud | |
---|---|---|---|
Regular | Yes | Yes | Yes |
UltraSafe | Yes | No | Yes |
UltraSafe Max | No | No | No |
How do I switch my account to/from UltraSafe or Regular?
In order to change UltraSafe preferences you will have to delete ALL data from the cloud. You can delete data via the SOS Dashboard, SOS for Windows or SOS for Mac. Once your cloud is empty you will be prompted to select a security option when setting up the first new backup.
How do I cancel my SOS Home or Business subscription?
Cancellation must be directly initiated in the UI of your Dashboard account. Here are the steps: