XLN Secure FAQs

Find Answers To Your XLN Secure Questions

XLN Secure Installation

General

Does XLN Secure work with other antivirus or firewall software installed on my computer?
Is XLN Secure compatible with Microsoft Windows XP SP2 Security Centre and the operating system's internal firewall?
Which version of the Windows operating system do I have?
Which operating systems does the product support?
Is XLN Secure available for Apple Macintosh?
Are two antivirus programs better than one?
What is required from my computer to be able to use XLN Secure?
Why is the first XLN Secure installation package so large?
How do I install XLN Secure?
How do I know that the software is properly installed and running?
After I installed the software and re-booted, the computer seems to freeze and does not react. What can I do?
I installed/upgraded XLN Secure but cannot see the product icon on the system tray. What should I do?
Why does my computer appear to be slower than before the installation?
After installation I have no access to the Internet or my e-mail. What can I do?
I have registered my subscription of XLN Secure but cannot install it. Why is this?
Can I give a copy of the software to a friend?
I formatted my hard drive. Do I need to register again?
Can I install the software on multiple computers or partitions?

Backup

How do I register a new account?
How many PCs can I have on an account?
How are version upgrades handled?
Where do I find my account information?
Is my Account number unique to my computer?
How do I to change computers or re-install the agent?
What is an Encryption key?
Why do I need an Account Password?
How to get my Account Information?

XLN Secure Support

XLN Secure Installation

General

Does XLN Secure work with other antivirus or firewall software installed on my computer?

No. You cannot have two antivirus solutions from different vendors installed on your PC. You must remove any other antivirus or firewall software before installing XLN Secure. As part of the installation procedure, XLN Secure will attempt to detect and remove any existing antivirus and/or firewall software, however please double check this yourself in the event that your software is not detected.

Is XLN Secure compatible with Microsoft Windows XP SP2 Security Centre and the operating system's internal firewall?

Yes, it is compatible. However after the XLN Secure installation, it is no longer necessary to have the Windows XP internal firewall enabled.

Which version of the Windows operating system do I have?

To check your version:

Click the Windows Start button.
Select 'Control Panel'.
Select the Performance and Maintenance category (System and Maintenance for Vista users). Note: This step might not be necessary in all computers.
Choose 'System'. The System Properties window opens.

Which operating systems does the product support?

XLN Secure currently supports the following operating systems: Windows 2000, XP and Vista. The product does not support any server operating systems.

Is XLN Secure available for Apple Macintosh?

No. XLN Secure is only available for Microsoft Windows (workstation) operating systems.

Are two antivirus programs better than one?

No. It is best to have one good antivirus program. An antivirus program needs to open a file to scan it. If another antivirus program is trying to open the same file at the same time, it has to wait for the file to become free. This might cause problems, such as programs not starting correctly to system crashes.

What is required from my computer to be able to use XLN Secure?

Minimum System requirements are:

Processor: Intel Pentium III 1Gz or higher
Memory: 512MB or more (1GB for XP)
Operating System: Microsoft Windows 2000 SP4 or Microsoft Windows XP SP2
Disk space: 800MB free HD space (500 MB for Anti-virus only)
Display: 16-bit or more (65000 colors)
Internet Connection: An Internet connection is required in order to validate your subscription and receive updates
Browser: Internet Explorer 6.0 or newer

Why is the first XLN Secure installation package so large?

The first package contains the whole solution download. The next updates will be significantly smaller.

How do I install XLN Secure?

To install the software, you need to log into My Account

Here you will be able to download the product and receive your unique product subscription number. Follow the instructions and download the software package to your computer. Double-click the package icon to run the Installation Wizard and follow the instruction on your screen. When asked, enter your subscription number as displayed in "My Account".

Important! You must be logged on to your computer with an account that has administrator privileges in order to install the software. For more information please read carefully XLN Secure Setup Guide.

How do I know that the software is properly installed and running?

Please check the XLN Secure icon displayed on your Windows system tray, (on the bottom right corner of your screen). If the product installation is still ongoing you will see an indicator on the icon. In case of product malfunction or out-of-date databases, the icon will change accordingly.

After I installed the software and re-booted, the computer seems to freeze and does not react. What can I do?

You most likely installed the software on top of an existing antivirus or firewall application, which was not automatically removed by the system during the installation. You will need to reset the computer and start the system in Safe Mode.

Reboot computer. After a few seconds the system will ask you whether or not to go into the booting options by pushing a function button (such as F2). Once in Safe Mode, you will need to uninstall the old antivirus and/or firewall application through Control Panel > Add/Remove Programs.

I installed/upgraded XLN Secure but cannot see the product icon on the system tray. What should I do?

It is possible that the download process of the software package was not completed. As a result, some of the necessary XLN Secure components have not yet been installed. You will need an active Internet connection to proceed with the remaining download before finalising the installation.

Why does my computer appear to be slower than before the installation?

XLN Secure will take a small portion of free resources from your PC. This might cause a minor slowdown of your computer. However, XLN Secure will not affect your everyday PC use.

After installation I have no access to the Internet or my e-mail. What can I do?

One possibility is that you have denied your browser's network connections. To verify this, open the 'Advanced' settings of your Internet Shield. On the 'Application Control' pane, you will see a list of allowed and denied applications. Check that the 'Access' rule is on the 'Allow' mode for your browser, for example 'iexplore.exe' if you are using Internet Explorer.

I have registered my subscription of XLN Secure but cannot install it. Why is this?

The most frequent reasons preventing installation can be:

You still have other antivirus or firewall software installed on your PC. Please remove this software manually before installing XLN Secure

Your PC might be infected with a virus, which prevents the installation of XLN Secure. To check your PC for viruses, go to the URL www.xlntelecom.co.uk/xln-secure-free-scanner.aspx. Use the Online Scanner to scan your PC for possible virus infections and remove them.

Can I give a copy of the software to a friend?

No, the licence is for your personal use. Using the same licence key on another computer will invalidate the licence on the first installation. The program will no longer receive updates and will eventually cease to function.

I formatted my hard drive. Do I need to register again?

No, you do not need to register your product again. If you still have your licence key, you can reinstall XLN Secure and use the same number.

Can I install the software on multiple computers or partitions?

No. We supply 1 licence key per computer. If you require protection on additional computers, please contact our customer service team on0844 880 9000to purchase additional licence keys.

Backup

How do I register a new account?

The software that you download has registration login codes built into it. These codes enable you to log in to our secure data centres. If you change the registration login, you will be denied access.

When you connect to the data centres 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.

Once you have an account number, you no longer need the registration codes, so there is no need for you to maintain a record of them. For more information please read carefully XLN Secure Backup Setup Guide.

How many PCs can I have on an account?

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, please contact our support team to create another online backup account.

Unique account numbers enable the storage of vast amounts of data from computers around the UK to be stored without losing track of it. The account number identifies which files belong to which computer.

How are version upgrades handled?

From time to time, changes are made to the XLN Secure^TM 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.

Where do I find my account information?

Your Account Number appears on the Home screen of the XLN Secure^TM program 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.

If you do not have the XLN Secure^TM software on your PC, please contact our support team.

Is my Account number unique to my computer?

Each computer using XLN Secure^TM has a unique account number. The account number is assigned when you connect to the data centres for the first time after signing up. 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. If you have several accounts, they may all be charged to the same credit card.

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.

If you have an account but do not have the XLN Secure^TM software on the PC for which the account was opened, you can request this information from our support team.

How do I to change computers or re-install the agent?

In order to move the backup account to a new computer, you should follow the procedure below:

Obtain the setup software from [Re-install download] or by contacting our support team
Install the software on the new machine, choosing the option to 'Retrieve an existing account'
Enter the security details when asked, which you can obtain from your current installation (Options | Security | View encryption key | Print)

This will then ensure that the new computer is the one backing up data for your account. You can choose to download data from our servers to the new machine if required.

What is an Encryption key?

It is a security lock on your backups.

An encryption key is used to encrypt your data for safe transmission between your computer and our data centres. 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.

If you have an account but do not have the XLN Secure^TM software on the PC for which the account was opened, you can request this information from our support team.

Why do I need an Account Password?

That is a safeguard for data retrieval.

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 using your account from retrieving anything you have backed up.

While it is not necessary to have a password, 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.

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 centres, 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.

How to get my Account Information?

If you have forgotten your Account Number and/or Data Encryption Key and do not have access to your account, please contact our support team.

XLN Secure Support

General

I am experiencing technical difficulties with XLN Secure. How can I proceed?

Please review the application's help file and the troubleshooting tips in this section for solutions to common issues. If you are still stuck please call our support team on0844 880 9000.

Why is the XLN Secure icon missing from the Windows system tray?

Please check the following:

In Windows XP icons may be hidden. Click the arrow button on the Windows system tray (next to the clock) to display the hidden icons.
Can the program be started through the Windows Start menu? On Windows Start -> All Programs -> Open XLN Secure.
Uninstall any other antivirus or firewall software from your computer.
Scan the computer for viruses: Use the F-Secure Online Scanner (www.xln.co.uk/xln-secure-free-scanner.aspx)
Make sure that Windows is updated with the latest patches. To check for Windows updates, double-click the Automatic Updates icon in the Windows system tray.
If the F-Secure icon is not shown in the system tray when logged in as a user, but shown when logged in as administrator, and, you get an error message similar to: FSM32.exe - Application Error. The application failed to initialize properly (0x0000022)". Click "OK" to terminate the application. You are missing the permission for Read & Execute files from C:\Windows\system32 - or C:\Program Files\installation–folder. Please contact our support if you need assistance with this.

Is XLN Secure really updated automatically?

Yes. XLN Secure is developed to meet this demand. The Automatic Update Agent activates transparently in the background any time you connect to the Internet, and ensures that you receive the latest updates transparently to your computer. If your computer is offline when an automatic update is due, the updates are downloaded automatically the next time you connect to the Internet.

How do I know that I have the latest updates?

You can see the update packages and their date stamps on the XLN Secure "Automatic Updates" pane. To check whether there are newer updates available, click the "Check now" link in the "Automatic Updates" pane.

How can I check that my XLN Secure licence is valid and that automatic updates are working?

You can check the status of XLN Secure by double-clicking its icon in the Windows system tray. This opens the main settings of the program, where you can get a quick and detailed overview of your security settings and the status of all the installed components. If the status of XLN Secure is shown as 'Protected' and the rest of the settings display a green icon, the service is functioning well. If the status icons have switched to yellow or red, please refer to the user manual for further assistance.

Antivirus

What is a virus?

A computer virus is a program or programming code that replicates by being copied or initiating its copying to another program, computer boot sector or document. Viruses can enter your computer as attachments to an e-mail or in a downloaded file, or be present on a diskette or a CD. The virus source (the e-mail, downloaded file, or diskette you've received) is usually unaware that it contains a virus.

What damage could a virus cause to my computer?

A computer virus attaches itself to, overwrites or otherwise replaces another program in order to reproduce itself without your knowledge. This may quickly use all your computer's available memory and slow down the system or bring it to a halt. Viruses may damage data files or attempt to destroy files or make disks unreadable. Still others cause unintended damage. Viruses can delete files, format hard drives or mix up the data on them.

Should I manually scan my hard disks on a daily basis?

No, this is not necessary. The Virus & Spy Protection includes real-time scanning, which means that your system is scanned for viruses in real time. You can scan manually for viruses by defining a 'Scheduled Scanning' routine. To do this, open the 'Advanced' settings of the Virus Protection, go to 'Scheduled Scanning' and define the scanning routine. Make sure that the 'Enable scheduled scanning' check box is ticked.

How do I update the virus definitions database on XLN Secure?

XLN Secure automatically updates itself. No user interaction is needed. If you are using a modem, automatic updates are performed every time you connect to the Internet. If you have an "always-on" connection, updates are checked once per hour. To manually check for new updates, click the "Check Now" link on the "Automatic Updates" pane.

The Virus & Spy Protection manual scanning is very slow or does not finish at all. What should I do?

This can occur if you are running other operations on your PC at the same time. Other operations could be maintenance programs, such as scandisk or disk defragmentation. Please stop running other software activities if you want the scanning to go faster.

How can I exclude a folder from real-time scanning?

To exclude a folder from real-time scanning, do the following:

1. Open XLN Secure
2. Click the Virus & Spy Protection tab and then "Advanced...". The Advanced dialog appears.
3. Click "Real-time Scanning" on the menu list.
4. Click the "Exclusions..." button (on the bottom left corner). The Exclude From Scanning dialog appears.
5. Click the "Objects" tab.
6. Select the "Exclude Objects (files, folders ...)" checkbox.
7. Click the "Add" button and browse to the folder you want to exclude.
8. Click "OK" to confirm your selection. You can now close the dialog windows.

The object you have selected and all its contents will be excluded from real-time scans until you remove it from the Exclusions list.

Why are not all malware listed in the F-Secure Virus Descriptions database?

Detailed descriptions are not available for all malware even though the antivirus program detects them. Also many viruses belong to the same family and share the same description. If you cannot find the description of a particular malware that your antivirus software has found, look for a similar name in the virus description list.

Note: The product can detect much more than is listed on the database, by monitoring programs to detect virus-like behavior.

Anti spyware

What is spyware?

Spyware is software that attempts to collect personal information from the user without their knowledge, frequently for advertisement purposes. It might be installed as part of a worm or a Trojan. Spyware programs are typically bundled as a hidden part of freeware or programs that can be downloaded from the Internet.

What danger can spyware cause?

Once installed, spyware could monitor the user's Internet activity and could also gather information about e-mail addresses, as well as passwords and credit card details. It has the ability to transmit the information to whoever installed it on the end-user's computer. Apart from stealing personal information, spyware also uses the computer's memory and system resources and eats bandwidth. Consequently, it can lead to system crashes or complete system instability.

Every time I scan the computer, I find lots of spyware. Why is this?

Most likely the majority of found spyware items are so called tracking cookies. Cookies are items in the web browser that web sites use to save some information on the user's computer. Such cookies can compromise your privacy.

Firewall

What is a firewall?

The firewall is all about prevention. It is software that lets the "good" Internet traffic pass while blocking the "bad" Internet traffic. It protects your computer against hackers and malicious Internet traffic such as worms and Trojan horses. The firewall controls both the sent and received traffic.

What does a firewall prevent?

A firewall examines each packet (piece of data) that goes in and out your computer. It prevents hackers who are looking to access your computer to obtain different types of personal information and files. It also stops other malicious traffic like worms - that could be responsible for slowing down or blocking your system – and Trojans, which may cause damage to your hard drive.

Why would I need both antivirus and a firewall?Antivirus software will primarily protect your computer against viruses. A firewall will protect your computer against other types of Internet threats such as hackers, worms and Trojan horses, which cannot be fully detected by any antivirus software. Reversely, firewall software does not necessarily protect your computer against all types of viruses. As a result, it is advised to install both antivirus and firewall software to achieve maximum protection.

What is Internet Shield?

XLN Secure's "Internet Shield" is all about prevention. It allows safe Internet traffic pass while blocking dangerous Internet traffic. It protects your computer against intruders, hackers, and malicious software such as worms and Trojan horses.

What is the difference between Internet Shield Security Levels and Firewall rules?

XLN Secure features several Internet Shield Security Levels that enable the end-user to set more flexible or severe security policies. Every Security Level is composed of a set of pre-configured firewall rules. Expert users may create their own firewall rules to modify the Security Level.

How do I change the security level in XLN Secure?

To change your security level:

Double-click the blue XLN Secure icon on your Windows system tray at the bottom right corner of your screen to open the main menu.
Click the 'Internet Shield' tab on the main menu.
Click 'Internet Shield . . . Change' on the Internet Shield pane. The Internet Shield Security Level window opens.
Select the desired security level from the drop-down list.
Click Apply to start using the selected security level.

How do I change the Internet Shield Firewall rules?

To change your Internet Shield firewall rules:

Double-click the blue XLN Secure icon on your Windows system tray at the bottom right corner of your screen to open the main menu.
Click the 'Internet Shield' tab on the main menu.
Click on 'Firewall . . .Configure' on the Internet Shield pane. The Firewall window opens.
Click the Add button on the 'Rules' tab. The Firewall Rule Wizard opens. Follow the wizard to define your own firewall rule(s).

How do I allow all traffic (for some reason, temporarily)?

To allow all Internet traffic, right-click the XLN Secure icon, select Unload from the menu, and then Unload and allow all network traffic. Please note that you will not be secured when allowing all traffic. To restore your security again, right-click on the XLN Secure icon and select Reload.

Can I use Windows Firewall with XLN Secure?

No. You cannot use the Windows XP firewall with XLN Secure. XLN Secure has a firewall built-in. If you use two software firewalls, they will grind your system to a halt. However, you can use a hardware firewall and XLN Secure.

I have a home office/network. How can I get two computers to see each other's files?

To enable file sharing between PCs, you need to create a firewall rule allowing Windows file and printer sharing. The Firewall Rule Wizard can help you create the rule.

To run the Firewall Rule Wizard:

1. Open the XNL Secure main user interface, and click the "Advanced" link to open the advanced settings.
2. In the "Advanced" pane, click 'Internet Shield' to expand the menu, and then select 'Firewall'.
3. In the Firewall pane's 'Rules' tab, click 'Add' to run the Firewall Rule Wizard.

Follow the Firewall Rule Wizard to create the new rule:

1. Type a rule name such as FileSharing. Select "Allow" as a rule type. Click 'Next' to continue.
2. Select IP address or IP address range for this rule. Remove the tick from "Any IP Address"" and click 'Edit'. In the "Add Host Address(es)" dialog to the following: * Select IP Range and enter 192.168.1.1 - 192.168.1.254. * Click 'Add To List'. * Click "OK". Click "Next" to continue.
3. Select services for this rule. Scroll down the list and set the following: * Windows file sharing and Network Printers - put a tick in this box then double-click between the computer and globe icon until it is a double arrow. * Windows network browsing - put a tick in this box then double-click between the computer and globe icon until it is a double arrow. Click 'Next' to continue.
4. Select alerting type. For "Alert type", it is recommended to tick 'No alert'. Click 'Next' to continue.
5. New rule summary. Review the setting for the new rule and click 'Finish'. You should now see your new rule added to the list and it should be ticked/enabled. You can now close the F-Secure windows.

Anti spam

How do I change the Spam Control settings?

To access the Spam Control settings:

Open the XLN Secure main user interface. Click "Advanced" to open the advanced settings. Click "Spam Control" on the left menu to expand the tree structure. Click 'Allowed Sender' to view or configure allowed or denied senders. To add new allowed or denied e-mail recipients click the add button.

For further instructions, please click the help button on the bottom left corner of your XLN Secure window.

How do I allow or deny e-mail coming from a certain address?

To access the Spam control settings:

To allow e-mail from a certain address or a domain: Open the "Advanced" settings and choose "Allowed Senders" under Spam Control on the left menu. If you want to allow mails from certain domains add "*" as the wildcard indicating any address in a certain domain, then add the rest of the address after @ sign.

Example: * @xln.co.uk on the allow list would allow all mails coming from the F-Secure domain.

How can I import addresses from Outlook's second account to the spam control list?

If you have more than one e-mail account in Outlook or Outlook Express, XLN Secure imports only the first added address from the second e-mail account to the Spam Control list.

Abuse / parental Control

Why is abuse control software needed?

The abuse control will refuse access to harmful or inappropriate online content by giving you the control over what can be seen or cannot be seen. The solution immediately blocks access to unsuitable material when you are online.

How do I change the Abuse / Parental Control settings?

New rules can be added from the advanced settings of Parental Control. On the Parental Control tab click on the 'Webpages allowed /denied' link. This will open a view listing all visited, allowed, and denied websites in their own tabs. New sites can be added to allowed or denied lists using the add button.

If you are using Internet Explorer, new sites can be listed as allowed or denied using the XLN Secure Webfilter button in the browser's toolbar.

How can I disable Abuse / Parental Control temporarily?

You can disable Parental Control by clicking on the 'Disable' link on the Parental Control line of the main user interface.

Note: To make this or any other change to Parental Control settings, the Parental Control password is required.

I have forgotten my Abuse / Parental Control password, how can I access the XLN Secure settings?

If you have forgotten your password, you can access the XLN Secure settings by using your subscription number.

The Abuse / Parental Control Time Lock is blocking the connection to the Internet. What can I do?

When Time Lock blocks the connection to the Internet, the web browser displays a notification that Time Lock is active and the Internet cannot be accessed. Click the link on the page and enter your Parental Control password to suspend Time Lock until the specified time. Time Lock blocks all connections again after the time you specify.

You can also suspend Time Lock from the Internet Explorer Parental Control menu button and from the XLN Secure icon in the Windows system tray at the bottom right corner of your screen.

I created a Child profile and now Abuse / Parental Control prevents me from accessing the Internet. What can I do?

When the Child profile is used, Parental Control blocks all web sites that have not been specifically allowed. When you try to open the Internet, the "Parental Control Start Page" opens. To access the Internet, change the profile to Parent by clicking "Enter the parent or teenager password". You can also allow web sites for the Child profile by clicking "Allow new websites for the Child profile".

Online Backup

What is online backup?

Online backup is an automated solution that allows PCs and laptops to backup and recover data securely online, share files, collaborate with co-workers, store files online, and access data from a remote location. Our service automatically backs up computers via an internet connection to our secure data centres. Your data is secured with military-grade encryption (128-bit) for safe transmission to our off-site storage locations.

How does online backup work?

Online backup performs a backup of all selected files, either full system, data only or network data. After the initial backup is complete, each subsequent backup session looks for all new files and the changed portions of previously backed-up files to append to the backup set. Your data is then compressed, encrypted, and transmitted over an IP (internet) connection to our secure data centres.

How often can I make 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 XLN Secure^TM Backup Wizard lets you set days and times for your backup to automatically happen.

What files are being backed up?

The software has various built in "wizard" type tool that allows you to select which documents to back up. This includes the ability to select either: all files in selected folders, all files of certain types e.g. MS Word documents (no matter where they are located), all files on a certain drive - or any combination of these options. Temporary files, Internet cache, and streaming media are automatically excluded.

How can I confirm that 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 XLN Secure^TM 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 files were backed up?

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

Open the XLN Secure^TM 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 XLN Secure^TM 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 multimedia 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 pounds.

How do I select or 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. You can 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 CV.doc, type *CV.doc. This tells Find to look for all files that end in CV.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 a Message in Log: "0 Files backed up" mean?

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.
File selection method is set to Manual. You need to reset it—we recommend Automatic. You can leave it in Manual if you intend to select all the files that should be included in your backup group, but don't forget to select the files. (Only applies to the Premium Data Backup Service plans.)
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 XLN Secure^TM 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.
A synchronization error occurred, in which case the details of the log would show a Diagnostic with reference to 'Base hash count.' (Contact our support team)
You are running Norton Anti-Virus software and may have encountered a rare incident that causes the backup to stop transmitting files (Contact our support team)

How do I delete files from storage?

File management is automatic. We maintain the following data retention settings on our Data Centres for Service Customers:

	Copies retained	Days retained
Data 500	10	90
Data 2G	10	90
Data 4G	10	90
System	10	90
Network	10	90
Business	10	90

Note that the latest copy of all your files is always retained.

Files that have been deleted from your system will be deleted from the Data Centres 30 days later.

Files that you backed up then de-selected from your backup set will be deleted after 7 days.

Files of accounts that have been cancelled are deleted 30 days after cancellation.

Where is my data is stored?

When you open your account, it is assigned to a mirrored pair of data centres that are geographically separate. Since the data centres 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 centres are themselves backed up. Further, duplication permits maintenance to be performed without interrupting the service.

How do I back up Outlook?

Microsoft Outlook comes in two forms: Outlook and Outlook Express - it is important that you know which you have.

Outlook
If you are using Microsoft Outlook, it is likely that your data is contained within a file called a pst file - often called outlook.pst and/or archive.pst. The location of these files varies depending upon the version of Windows you are running and the version of Outlook that you are using. For Windows XP users, the location is: c:\Documents and Settings\<username>\Local Settings\Application Data\Microsoft\Outlook\outlook.pst. For other situations, the simplest way to locate them is to perform a search using the search term *.pst. This will provide a list of all such files on your computer and you should be able to tell which ones are current by their size and their last modified date.

Once you have located the files, you can then select them to be included in the backups in the Backup View of XLN Secure^TM.

If you are using version 7 of the software, your Outlook files will be backed up incrementally as changes are made to the file e.g. new emails received, calendar items added, etc.. There is no need to close down Outlook as the unique Email Optimiser feature is designed to work with Outlook whilst it is still running.

If you are using version 6 of the software, you will need to close down Outlook in order to backup the pst files. The software will still apply incremental backups to save time, but Outlook cannot be running during this process.
Outlook Express
Outlook Express stores its information in files called dbx files - one for each folder e.g. inbox.dbx, sent items.dbx. The simplest way to locate them is to perform a search using the search term *.dbx. This will provide a list of all such files on your computer and you should be able to tell which ones are current by their size and their last modified date. Alternatively, you can Open Outlook Express, click on a folder such as Inbox and then right-click. Choose Properties, where the location of the inbox.dbx file is stored. This will then provide the location for the other folders also.

These files can be backed up using XLN Secure^TM by selecting them in a similar way to any other file.

How can I retrieve a file I backed up with XLN Secure?

Click on the Retrieve View tab in the XLN Secure^TM 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.

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

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.

How do I retrieve files without XLN Secure?

Using Web Restore/MyRoam to retrieve files

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

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.

Why don't I see my latest backup when using MyRoam?

The list of your backups that MyRoam receives from the Data Centre 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 XLN Secure^TM software if possible.

How do I order a CD copy of my backups?

To order a CD of your backups please contact our support team. You will receive a copy of all files associated with your account number. We are not able to offer selected files or dates:

Note: The number of CDs required to hold all your backups may affect the cost of your order. See the next section.

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

How much do CD copies cost?

CDs are charged for at £35 for the first three CDs and £15 for each additional CD. These prices exclude post and packaging. Each CD holds approximately 650MB of compressed data. To estimate the number of CDs needed to hold your account backups, contact our support team. CD orders processed during the month will be billed as part of the normal billing cycle.

Note: A CD order includes all the files that are stored at the Data Centre for the specified account; requests specifying selected files will not be processed. It is not possible to selectively include specified files on a CD. Prices are subject to change.