We know how important your files are to you. If you have any questions, please check out our FAQs to see if we have already addressed your concern. If you don’t find the answer you are looking for, please contact your JumboSafe provider directly.

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FAQ

What is JumboSafe?

JumboSafe is a safe and secure cloud backup system. You choose which folders you want to back up and JumboSafe will upload and encrypt your files. As you work, JumboSafe will silently update the backup with your changes. It keeps a mirrored copy of your files securely online so that you can retrieve them at any time if they are lost or damaged.

JumboSafe keeps up to 30 versions of each file so you can revert to a previous version at any time. JumboSafe also keeps deleted files for 30 days from the deletion date. This enables you to recover deleted files from your hard disk the case of an accidental deletion.

JumboSafe is not designed to create a “clone” of your entire hard disk. Instead, you can select the files and folders that you want to back up. After this initial setup, JumboSafe runs in the background as you use your computer normally.

Please note: JumboSafe is not to be used for archiving. You must at all times hold an original copy of the data in the original location on the system it was backed up from. If you delete files from your computer that have been backed up we will remove the corresponding backup from our servers.

How Does it Work?

You install JumboSafe using our quick and easy-to-use installer. The Desktop Software installer will lead you through the step-by-step process. It’s easy to configure — just follow the on-screen instructions.

Once installed, you choose which files and folders you want to back up. JumboSafe creates the initial backup and then runs in the background, scanning for activity. It detects changes to the watched folders and uploads the modified files to the cloud. Your backup is always up to date.

Can I Revert to a Previous Version of a File?

As you make changes to your files, JumboSafe maintains up to 30 prior versions. In that way, you can restore to a previous version if you make an unwanted change and save over the original.

Can I Recover Deleted Files?

Yes, if you delete a file from your hard disk, JumboSafe retains the last version for 30 days. You can restore a deleted copy within that month.

Can I Use JumboSave for Archiving Files?

No. When you delete a file, you have up to 30 days to restore it. After then, the file is permanently deleted from the cloud.

Are There Files I Should Not Backup?

There is no limit on the number or size of files that you may back up with JumboSafe. All of your important office documents, images, music, videos, and so forth can be kept safe in the cloud. The original folder structure is preserved.

However, it isn’t a good idea to store every file from your computer in the cloud. This is because many of the files on your computer are specific temporary, system, or application files. You don’t need to back up temporary files and applications are better restored from the original. Adding unnecessary files to your backup set will also increase the time it takes to upload your files to the cloud.

Below we have written a list of the things you should not backup to the cloud.

Temporary Files

Some of your files are intended to be temporary. Sometimes these files are invisible unless you use a utility that shows them. These files can be from the operating system, web sites, applications, unsaved office documents, and so forth. The contents of the temporary folder on your computer will constantly modify, with many files being created, updated, and deleted.

The problem is that JumboSafe assumes that you need each version of a file. As a result, it will upload temporary files unless you exclude them from backup. This would create unnecessary work for JumboSafe and increases the time it takes to upload your files to the cloud. Since they really are temporary, you don’t need them anyway.

Windows and Mac files

Each operating system contains their own set of essential system files and folders. As with the temporary folders, many items in the operating system folder also change and would be uploaded frequently if you select them. To reduce the time it takes to upload content, we would suggest not backing up operating system files. If you need to replace the operating system, it is better to reinstall it from its master.

Backups using 3rd Party Applications

For example, Mac users have the ability to backup their entire hard drive using Time Machine. However due to the content being backed up using such system files, JumboSafe does not support the backup or storage of other 3rd party backups as they may contain system folders and files.

Program Files

When the software is installed files are placed in other areas of the computer and some other system files will be edited. We suggest that you do not back up program folders and instead back up the install files or folders.

We suggest making sure the following files on Windows and Mac are not backed up:

Windows

  1. “C:\Windows” folder
  2. “C:\Program Files” or “C:\Program Files (x86)”
  3. “C:\Users” or “C:\Documents and Settings” (you can select folders within the User accounts such as My Documents, My Videos, My Pictures, My Music, Favorites etc)
  4. “C:\Users\{username}\AppData”
  5. System settings
  6. System files
  7. “C:\Users\{username}\Ntuser.dat”
  8. Live databases (exchange, SQL, SAGE, etc) – any database that is constantly in use
  9. Your entire hard drive
  10. Backups using other 3rd party applications
  11. Websites

Mac

  1. The entire “/User/” folder (you can select folders within the User accounts such as Documents, Videos, Pictures, Music etc.)
  2. The entire “/Library/” folder
  3. Applications Folder
  4. Utilities Folder
  5. Downloads Folder
  6. Public Folder
  7. Trash
  8. Time Machine
  9. Websites

How Do I Contact Support?

If you are not able to find a solution in our FAQ, please contact your JumboSafe provider directly.

Can I Stream My Videos?

Yes, you can stream video using your web browser or our mobile applications. Both iOS and Android versions of our app are at http://www.getopenaccess.com/.

Please note that JumboSafe 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, and .ASF.

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

How Do I Check My JumboSafe Version?

Not sure which version you are running? Need to update your JumboSafe software?

It’s really simple to check which version of JumboSafe you are currently running. Sometimes updating your software may resolve your technical issues.

To check which version you have:

For Version 1.13.2 and below users

Windows

1. Click on the JumboSafe icon

2. Click on Settings

3. Select the Updates tab

Mac

1. Click on the JumboSafe icon

2. Click on Preferences

3. Select the Updates tab

For Version 1.14 users

1. Click on the JumboSafe icon

2. Click on Settings

3. Select the General tab if not already selected

To check for updates, simple click on the Check for Updates button.

Can JumboSafe Upload When My Computer is Off?

JumboSafe can run only when the computer is on and not in sleep or standby mode. It won’t upload or sync files when your computer is off or in standby mode.

Please ensure that your computer is able to stay on overnight in order to allow progress to continue without interruption.

Why are My Uploads Slow?

Uploading of files is dependent on the speed of your internet connection to our servers/datacenters.  – we do not throttle your bandwidth in any way. Upload speed is usually a function of many technical factors and policy concerns. Please be aware that many users have a slower upload transfer speed than their download speed. This may be the policy of your ISP.

How Safe and Secure is JumboSafe?

Your data is actually stored on multiple servers at our datacenters, ensuring that your data is fully protected against hardware and server failure.

Our network is protected by enterprise-grade firewalls that ensure that your data is only accessible to authorized users.

Your files are encrypted using military grade AES-256 encryption. In the very unlikely event that someone compromises our data storage and steals any data, it would be useless to them. The encryption is processed by our web service on receipt of the file rather than by the Desktop Sync Software on your computer. This allows you to be able to:

View files on any web browser,
Download the unencrypted files.

The encryption you use between the your computer and the JumboSafe servers is a separate process. It is similar to the SSL connection you use when sending data to and from your online bank.

Your data can be accessed only after you are logged in as the authenticated user.

We have strict processes in place to ensure that the team cannot access customer data stored on JumboSafe.

We can close a JumboSafe account if the customer violates copyright regulations by publicly sharing data that they do not own. The data stored privately on JumboSafe is private and cannot be accessed by the staff.

Is There a File Size Limit When Uploading?

JumboSafe does not have a file size limit when uploading files using your desktop software or via FTP, SFTP, or Webdav clients.

Please note: Some client utilities have file size limits. To be sure, check with the provider.

Which Operating Systems are Supported?

The JumboSafe client is supported on multiple operating systems -
Windows

Windows XP and above Windows Server 2003-2008 is not officially supported by some users have successfully installed JumboSafe.

Macintosh

Mac OS X 10.6.8 – 10.8.5 Officially, 10.9 (and above) is not supported. However some users have successfully installed JumboSafe.

Linux and others

Linux and Other operating systems can access stored files through a web browser.

There is no Linux desktop client.

iOS and Android

We have mobile apps for these platforms. They enable to view your content. They can be downloaded at: http://www.getopenaccess.com/.

Can I Run JumboSafe With Different Computer User Logins?

You can use JumboSafe on different user logins.

Each user will need to configure JumboSafe on their user profile by downloading the software. You can then either use the same JumboSafe account on all user profiles, or pay for individual ones.

If you are using the same JumboSafe account then each user is seen as a new computer and you may need to add additional devices through the web portal, in the Account Settings tab (HomeUsers).

My File icon Has a Red Arrow - Why?

Files in the web portal marked with an arrow on a red background indicate that the file(s) are not fully uploaded and can therefore not be viewed online, shared or downloaded until they have completed.

You can view the queue of pending uploads at any time via your Status Window.

If there are no pending uploads then you may wish to run an integrity check to ensure the status of your JumboSafe is correct.

Can I Edit, Delete or Upload Files Online with JumboSafe?

A JumboSafe Backup is designed to be an exact copy of the local computer files that are uploaded automatically. Therefore, online copies cannot be edited or deleted from a browser.

Instead, you can change the original file on your computer and the modified copy will be uploaded.

If you delete a file from your computer, it will be eventually be deleted from the JumboSafe Backup after the 30-day grace period expires.

Error Message: JumboSafe Cannot Connect to Server

The JumboSafe software uses ports 50234 and 50235, and our servers have an IP address of 82.129.64.250.
You must ensure that your firewall, anti-virus, and anti-spam utilities are configured accordingly.

Can I Run JumboSafe on a Server?

JumboSafe is designed primarily for the backup and storage of desktop and laptop computer files. We do not officially support the server backup.

Windows Users: How Can I Restore My Backed Up Files?

The JumboSafe Restore client lets you browse your JumboSafe Backup account, select any file or folder, and then restore it to your computer.

To restore your backed up files and folders

1. Login into your web portal

2. Click on Account Settings and then click on Software Download

3. Download and install the Restore Client

4. Once installed, login within your JumboSafe email address and password

5. Create a folder on your C drive or desktop called JSR

6. Within the restore client, navigate to the files/folders you wish to restore and click the Restore button

7. Browse to the JSR folder on your C drive

8. Click OK and then click the Restore button

Restoring deleted files or folders

 You can restore deleted files and folders *restore within 30 days of deletion

 To view your deleted items, click on the Default View button and select Show Deleted Items.

Once enabled, simply follow the instructions above to restore your deleted files or folders.

Windows Users: How do I Backup My Outlook .PST Files?

JumboSafe supports the backup Outlook (.pst data files).

Please note: If you use Exchange then you will have a .ost file on your local machine and this file cannot be backed up using VSS. JumboSafe does not support the backup of live databases such as Exchange and the data files produced by Outlook (.ost). You can only backup emails where they are stored on your computer.


To backup your Outlook PST file to JumboSafe you must add the folder where the PST file location using your Manage Backups Window

To back up your Outlook email you will need to locate of your PST file(s):

Outlook 2010
1. Launch Outlook 2010

2. Click the File tab in the Ribbon, and then select the Info tab on the menu

3. Click the Account Settings tab

4. Click Account Settings again

5. Click Data Files

 6. Note down the path and file name of your .pst file. For example, C:\Exchange\Mailbox.pst indicates a .pst file that is named Mailbox.pst located in the Exchange folder on your C: Drive

7. Click Close and OK

Outlook 2002 through Outlook 2007
1. Launch Outlook

2. On the Tools menu, click Options

 3.On the Mail Setup tab, click the Data Files button

4. Note down the path and file name of your .pst file. For example, C:\Exchange\Mailbox.pst indicates a .pst file that is named Mailbox.pst located in the Exchange folder on your C: Drive

5. Click Close and OK

Once you have the location of the PST file then navigate to the folder:

1. Click on the JumboSafe icon

2. Manage Backups

3. Expand your C:/ drive and find the location of the file

4. Select the file for backup

5. Click OK

Windows Users: How to Edit Your Backup File/Folder Selection?

You can modify your backup selection after your initial backup is complete.

To add a file or folder to the backup selection:

Please note: only select raw data files (documents, videos, music, etc). Do not select your entire user folder or applications, downloads, library, etc. 

1. Click on the JumboSafe icon

2. Select Manage Backups

3. Expand your C:\ and your Users folder

4. Find your username

5. Select the file or folder you wish to add to backup

6. Click OK

Mac Users: How Can I Restore My Backed Up Files?

The built-in restore client lets your browse your JumboSafe Backup account, select any file or folder and then restore the selected files to your Macintosh.

To restore your backed up files and folders

1. Click on the JumboSafe icon

2. Then click on Restore From Backup

3. Create a folder on your HD drive or desktop called JSR

4. Within the restore client, navigate to the files/folders you wish to restore and click the Restore Folder or Restore File button

7. Click Choose… and navigate to the JSR folder on your HD drive

8. Click Open and then click the Restore button

Mac Users: How to Edit Your Backup File/Folder Selection?

You can modify your backup selection after your initial backup is complete.

To add a file or folder to the backup selection:

Please note: only select raw data files (documents, videos, music, etc). Do not select your entire user folder or applications, downloads, library, etc.

Method 1

1. Click on the JumboSafe icon

2. Select Manage Backups

3. Expand your Users folder

4. Find your username

5. Select the file or folder you wish to add to backup

6. Click OK

Can I get a JumboSafe app for my phone?

We have apps for accessing your backup files in the cloud. It is available at: http://www.getopenaccess.com/. There are versions for iOS and Android devices.

These apps enable you to view your photos and documents and play your music and videos.

You can:

  • Open your documents, spreadsheets, PDF files and more.
  • View your photos: You can enjoy your photos on your smartphone or tablet.
  • Listen to your music: Your listen to music that has been backed up to the cloud.
  • Watch your videos: The videos in the cloud can be streamed directly to your tablet or phone.

How Do I Access The Web Portal?

You can login either by clicking on the JumboSafe icon or by directly going to http://your_username.users.jumbosafe.com in your web browser.