Frequently Asked Questions

LiveFiles Backup - a very simple, secure and robust online backup solution. LiveFiles Backup keeps a copy of your files safely online, so that if they are lost or damaged you can retrieve them quickly and easily.

'Briefcase' - a place to put the files you use most regularly, and access them absolutely anywhere. 'Briefcase' appears as a new drive on your PC, and you can use it just like any other drive, but your Briefcase files are also copied online and you can view or edit them from any web browser. If you install 'Briefcase' on more than one computer, all of the files are the same on every PC, and changes you make on one machine are replicated across all of your other computers.

Both features come with unlimited backup storage space and bandwidth, so you don't have to worry about how much you're backing up. Briefcase has three options of storage space, depending on how many files you wish to share. These options are Half Terrabyte, One Terrabyte or Two Terrabytes

When you sign up for LiveFiles you can purchase LiveFiles Backup just by itself, or LiveFiles Backup & Briefcase to get all of LiveFiles great features in one package.

What is the difference between LiveFiles Backup and 'Briefcase'?

LiveFiles Backup is a very simple (yet powerful) online backup solution. You choose which folders you want to backup, and LiveFiles backup will work in the background to protect the contents of those folders while you work. You can set it up and forget about it.

'Briefcase' is our flexible and innovative access-anywhere product, that lets you access your files wherever you go, and see the same files on all of your PCs. 'Briefcase' will change the way that you view files – no longer are they static objects on one computer, but they go with you wherever you go and you never need be without them again.

Where are my files stored?

Your files are usually stored both on your own computer and in LiveFiles state-of-the-art data centres. By storing your files in both places you can be sure that you have access to your files and can use them as normal even when you're not online.

We have our own data centres, so that we have complete flexibility to make them as secure, responsive and efficient as possible. They use cutting edge, military grade technology to make sure that your data is both safe and highly accessible. All of our data centres are in the UK, with our main data centre being in London. This means that your Data is fully covered by UK Data Protection Laws.

What does unlimited storage space mean?

Unlimited storage space means that you can put as much as you want on your LiveFiles without worrying about it. Many of our customers store hundreds of gigabytes, some store over a terabyte. We don't limit the amount you backup or the amount you store, nor do we limit the amount you upload or download to the LiveFiles servers (the bandwidth). You really can use LiveFiles as much as you want.

Do you ever limit bandwidth or transfer speeds?

No – there are not any limits on how much bandwidth you can use each month. Nor are there limits on the speed of your transfers beyond the natural limits of technology –our data centres have super fast connections. Unlike some other providers we don't punish you for making use of our service by throttling your bandwidth just because you store a lot.

How secure is LiveFiles?

LiveFiles is very secure. Our data centres use military-grade technology to keep your files encrypted and safe. We support SSL transfers between your PC and our servers too, so there's no risk of people intercepting your data while it is uploaded or downloaded.

All of the data that you put on LiveFiles is backed up redundantly across multiple locations, so it is fully protected against hardware failure or other damage.

Why do I need LiveFiles?

Over 60% of users have lost irreplaceable data from their computer. The files you store on your computer – photos, music, videos, emails and documents – are increasingly precious, but they're so easy to lose. Hard drive failure, fire, theft or even just accidental user error can wipe out highly important content in seconds.

Before LiveFiles you could only back up your data to CDs, DVDs, external drives or even backup tape, but all of this takes effort, you need to remember to do it, and they're about as susceptible to failure, loss and damage as the PC itself.

LiveFiles gets rid of this problem completely by providing a simple, secure and robust online backup solution. Just install it, select which folders you want to backup and forget about it. There's no need to schedule your backups or leave your PC on overnight – it backs up your files as you work. There's no limit on how much you back up either, so it's completely hassle free.

'Briefcase' takes this one step further by setting your files free and letting you access them wherever you are. See the same files on every computer you use – you can use them just like any other file on your computer, but if you change them, they will automatically change on all of your other PCs. View and even edit your documents online from any web browser anywhere. Even access your files on your go from your mobile.

Where can I get a LiveFiles account?

Just contact DBS Here and we will arrange everything for you.

Which operating systems does LiveFiles support?

The LiveFiles desktop software runs on Windows XP, Windows Vista, Windows 7 and MAC OS X 10.6+.

The LiveFiles web portal can be used by all of the major web browsers, including Internet Explorer 7 or later, Firefox 2 or later and Safari 3 or later. Some features on the web portal require recent versions of Java or Flash.

The LiveFiles mobile portal can be used by most mobile web browsers, including Opera - just visit http://m.liveaccount.co.uk/ on your phone to get started. There is a free app for iPhone, iPad and Android users. For more information, see our Mobile FAQs.

Can the Desktop Software run from a FAT32 drive?

Drives can be configured in many different formats. Most modern drives are configured in a format called NTFS, but some drives use a much older format called FAT32. Although the LiveFiles Desktop Software can be configured to store its cache on a FAT32 drive, it is recommended that you use an NTFS-formatted drive instead if possible. This is because the LiveFiles Desktop Software stores information about your files in a folder on your chosen cache drive, and FAT32 is limited to 15,000 files per folder. This means that if you put a lot of files on your Briefcase, or backup a large number of files with Backup, then the LiveFiles Desktop Software will stop syncing correctly.

When installing LiveFiles on your PC, the Desktop Software will try to select an NTFS drive to use by default. If you try to select a FAT32 drive instead, the installer will warn you.

Note that this will not affect the folders that you choose to backup with LiveFiles Backup. If you want to backup files on a drive that's formatted in FAT32 then you will experience no problems at all, as long as your LiveFiles cache is on an NTFS drive.

What are the minimum system requirements for LiveFiles?

1 GHz Intel or equivalent CPU
512 MB of RAM
Windows XP/Vista/7/Server 2003 or Later
Broadband Internet Connection
Internet Explorer 7 or higher/Firefox 2.0 or higher/Google Chrome/Safari
The latest versions of Java and Flash.

LiveFiles Backup

What is LiveFiles Backup?

LiveFiles Backup is a simple and secure online backup solution – it keeps a copy of your files safely online, so that if the files are ever lost or damaged you can restore them quickly and easily. LiveFiles Backup is very easy to set up, and once it's configured you can just forget about it.

What makes LiveFiles Backup special?

There are many things about LiveFiles Backup that make it stand out from other backup solutions. Here are just a few of them:

Extremely easy to set up
- our simple step-by-step setup wizard helps you choose which files you want to backup. It literally takes a minute, and once you're done, you don't need to worry about it ever again.
Backs up your files as you work
- you don't need to worry about leaving your computer on overnight, or your backup suddenly starting up at a set time when you're trying to do something else. You certainly don't need to remember to do anything. LiveFiles Backup just silently backs up your files as you work, so as soon as you change a file it's instantly protected.
Stored off-site for complete safety
- unlike backing up to an external drive, CD or DVD, LiveFiles Backup copies your files to our secure servers in our carrier-grade data centres. This means that if the worst should happen– fire or theft – your data is still securely backed up in a completely different location to your PC.
Completely unlimited storage space
- you can back up as much as you want with LiveFiles. You don't need to worry about your CD, DVD or backup tape being full – it will just keep backing up no matter how much you have on your PC.
Restore previous versions of files
- sometimes a file is not lost or damaged, it's just been changed in a way you don't want. Maybe someone made alterations to a file and you need to restore it to a previous version. With LiveFiles Backup you can – it stores the last 30 versions of any file, and you can download the older editions with one click.
View your backup files online from anywhere
- your backups are not compressed into some obscure format or hidden in a dusty filing cabinet – they're live online. Simply log in to your secure web portal and view them from anywhere. You can even play your music, view your Office documents, watch your movies and display your photos right from within your web browser!

How do I download and install the Backup software?

To download the LiveFiles Desktop software simply login to your web portal, click on the Account Settings tab and select Software Download. This page will show you how to download and install the latest version – it's very easy and literally takes minutes.

How do I choose which files to backup?

When you first install the LiveFiles Desktop software the welcome wizard will guide you through selecting the folders you want to backup.

Once LiveFiles Backup is installed and running, you can add any folder to the backup list just by right clicking on it and selecting Backup with LiveFiles Backup:

Screenshot of backup software

LiveFiles will then upload the contents of that folder in the background. In future LiveFiles will monitor the folder and any files you add or change will be uploaded instantly in the background as you work.

Advanced users can easily manage all of the folders you want to backup by opening the LiveFiles Settings screen in your Windows Control Panel, clicking on the Services tab and selecting "Select folders and files to backup". From here you can manually add and remove folders to your backup.

When does LiveFiles Backup run?

LiveFiles Backup doesn't have to run to a schedule – it can work in the background and constantly back up your files as you work, this is one of the unique features of LiveFiles. Therefore you don't need to keep your PC on overnight or worry about whether the backup ran at a certain time – your files are protected all of the time. To activate the Live backup feature, go to your livefiles control panel in the desktop software, click on 'services' tab and then 'Manage Backup Settings' button. In the new window, click on the 'Settings' tab and choose 'Realtime Backup'.

You can also change the timings for Scheduled backup in this tab, if you choose to use the software in this way.

Where can I see the files I've backed up?

The files that you've backed up are all available from your secure web portal. Login with your LiveFiles account e-mail address and password, and click on the Backup tab – you'll be able to browse your files just like you can in Windows. You can download files or folders from here with one click, but you can also do so much more – you can watch your movies, view your Office documents, play your music and display your photos right from within your web browser!

What happens if I delete a file from my PC?

If you delete a file on your PC, it stays on our system for at least 30 days, so you can restore it quickly and easily.

How can I restore multiple files?

Whether you want to restore you files on a new computer or are recovering from an unfortunate incident, LiveFiles Restore lets your browse your LiveFiles Backup account, select any file or folder and then restore it straight to your PC, either in its original location or any location you choose. To download and install the LiveFiles Restore, click here. The installer will take you through everything you need to set up LiveFiles Restore – it only takes a few minutes!

Can I get access to previous versions of files?

Yes – LiveFiles Backup keeps up to the last 30 versions of any file. Login to your web portal, click on the Backup tab and navigate to the file. Double click on the file to view it's properties – you'll see a list of historical versions here and can download whichever one you want.

Alternatively, if you are using LiveFiles Restore, simply right-click on a file and select View Older Versions or select Versions from the toolbar to see a list and restore any historical versions.

Can I restore deleted items?

Yes – LiveFiles Restore even allows you to files you have previously deleted. Simply – change the Default View in the toolbar to Show Deleted Items. It is that easy.

Can I edit or delete files online in LiveFiles Backup?

No – you can't make any changes to files from the web portal. LiveFiles Backup is designed to keep an exact copy of what you have on your computer online, so you can't edit it online.

If you want to the ability to edit, move, delete or rename files online, try 'Briefcase' – our powerful access-anywhere service. Find out about the difference between LiveFiles Backup and 'Briefcase' on our package comparison page.

Can I upload files to LiveFiles Backup online?

No – you can't upload new files to LiveFiles Backup online. LiveFiles Backup is a direct copy of the files you have on your computer. If you want the ability to upload files from anywhere and have them appear on your PC, try our 'Briefcase' service. For a comparison between LiveFiles Backup and Briefcase, see our package comparison page.

Can I use LiveFiles Backup on multiple computers?

Yes – you can install the LiveFiles Backup software on as many computers as you want. Each computer will appear as a new entry in the Backup tab of your web portal.

How do I remove a data from LiveFiles Backup?

You can easily delete computers from LiveFiles Backup. Login to your LiveFiles web portal, and click on the Backup tab. Select the computer you want to delete and click on Remove Computer in the File Management box on the right hand side. The computer will be removed from your LiveFiles Backup list, and all files contained within it will be deleted. Note that once you've deleted a computer from LiveFiles Backup it cannot be undone – you will not be able to access those files from your LiveFiles account, unless they are re-uploaded.

When you delete a computer from your LiveFiles Backup account nothing will happen on your local PC – no local files will be deleted at all.

If you delete a computer from your LiveFiles web portal but decide to keep using the LiveFiles Desktop backup software on that PC then LiveFiles recommend that you run an integrity check to make sure that LiveFiles re-uploads any files that were removed. To do this, go to your LiveFiles Control Panel, go to the Advanced Settings tab, select Maintenance and click on Run – LiveFiles will rescan all of your backup folders and re-upload any deleted files.

How do I add Briefcase to my account?

You can add Briefcase to your LiveFiles Backup account very easily. Just contact ushere and we will upgrade your account for you.

Briefcase

What is Briefcase?

The Briefcase 'L' drive is a place to store files for permanent archiving, sharing with friends and family and editing online. Files are accessible through a web browser, FTP or via windows Explorer.

This means you have 24/7 access to your files from any web connected computer, anywhere in the world.

Any files that you add to your Briefcase on one machine will automatically be synchronised with your other PC's. If you change a file on one PC, the new version will appear on all your other PC's in an instant! This is the best way of ensuring that you always have a copy of your important files, whether you're at home or in the office.

Why should I use Briefcase?

Briefcase gives you the option to do away with clunky external drives or expensive hard drives. Access your files from anywhere, anytime!

What do you get with Briefcase that you don't get with Backup?

FTP Access
File sharing
Facebook, Smugmug and Flickr integration
Online editing of your documents and pictures
An integrated music browser and player
Web playback for video files
Mobile Access

How can I access my Briefcase?

Files are accessible through a web browser, FTP or via windows Explorer.

This means you have 24/7 access to your files from any web connected computer, anywhere in the world.

How do I get an L: drive on my PC?

Once you've activated your Briefcase and Backup account you will need to install the LiveFiles Desktop software on each PC you wish the Briefcase to occur.

Do I have to have an internet connection to use the L: drive?

An internet connection with an upload speed of at least 1mbps is recommended for optimal running of the LiveFiles Software.

Where are files on my L: drive actually stored?

LiveFiles works by caching files locally in a hidden system folder (the cache folder) on the cache drive then uploading the file to online storage. The cache drive is a local drive with the largest free disk space and is selected from a choice of local drives when the software is installed the first time. Generally this is the C drive (volume) for most users.

What if I don't want Briefcase files stored on my hard drive, but want them only online?

Launch the LiveFiles Control panel from the shortcut on your desktop:

Select the 'Online files' tab

Configure LiveFiles using the options in the Automatic file downloading' box.

The 'Automatic file downloading' box allows you to select which files you store both locally & online, and which files remain 'online only'. The 'Exceptions' boxes allow you to configure these settings in detail.

By default, LiveFiles stores all your files locally and online. To make a file/folder online only, right click on the file or folder and select 'Do not keep a copy on my computer' from the LiveFiles menu.

Can I change the drive letter from L: to something else?

The default installation of LiveFiles will select 'L' as your drive letter. If, for some reason, 'L' is not available an alternative will be selected automatically. To manually change your drive letter:

Select the 'Advanced' tab in the LiveFiles Control panel

Select the 'Drive settings' tab

Choose a drive letter from the drop down list

Click 'OK'

Can I use Briefcase on multiple computers?

Briefcase can be installed on as multiple computers at no extra cost.

How can I see my Briefcase files online?

Login to the web portal at www.livefiles.co.uk and select the Briefcase tab.

Your entire L: is replicated here giving you access to all your files and folders from any web connected browser.

Can I upload files to my Briefcase from anywhere?

Your personalised web portal has integrated Java and Flash web up loaders. These allow you to upload files and folders to your Briefcase wherever you may be.

Can I edit or delete files online?

Files and folders can be deleted via the web browser. Any files or folders that are deleted in this manner will be placed in the online recycle bin. Files or folders deleted by mistake can be recovered via the recycle bin.

Certain file types can be edited using the web plugins.

How can I restore a previous version of a file?

LiveFiles keeps a history of every file on your account, if you need to revert to a previous version of a document, first locate and open the file within your web portal, you will see a version list including the version date and computer that uploaded the file. Once you have located the version you which to rollback to click the 'Revert' link, any computers linked to your account will automatically synchronise the selected version of the file.

How can I play music from my web browser?

All your MP3 files will be automatically added to the LiveFiles music Browser. You can search by artist, album or song title and even create a playlist!

What are applications and how can I install them?

The web portal allows you to use plugins to edit documents online, any changes you make will be automatically synchronised with any computers linked to your account.

We currently support the following file types:

Microsoft Word (.doc/ .docx)
Microsoft PowerPoint (.ppt/.pps/.pptx)
Microsoft Excel (.xls)
OpenOffice Text Document (.odt, .sxw)
OpenOffice Presentation Document (.odp, .sxi)
OpenOffice Spreadsheet (.ods, .sxc)
Plain text (.txt)
JPEG Images (.jpg)

How can I see my Briefcase files on my mobile?

Mobile access to your LiveFiles Account via m.liveaccount.co.uk or via the iPhone/iPad/Android app. For more information, see our Mobile FAQs

Can I use FTP to access my Briefcase?

Both FTP and the LiveFiles software can be used to access files from your PC like a normal hard drive. However, the LiveFiles software is significantly faster than FTP and includes advanced features such as caching. It's also fully integrated with LiveFiles meaning, for example, you can right click on your files to share them. LiveFiles recommends using the Windows Desktop Sync software instead of FTP.

Can anyone else see files on my Briefcase?

LiveFiles uses military grade, AES-256 security to encrypt all communications between a user's computer and our servers, data stored on your LiveFiles is backed up on to multiple storage servers at our data centres 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.

How can I let others see my Briefcase files?

You can share files via the web simply by navigating to the file or folder you wish to share on your web-portal and selecting share. You will have the option of sharing publicly (so that anyone can access your file via a web URL) or privately with a specific individual. When sharing privately you specify the e-mail address of the person you wish to share with and they will receive a private link in their e-mail to download your file.

You can also share files using the LiveFiles Desktop Software. Simply open your LiveFiles by opening My Computer and double clicking on your LiveFiles, right click on the file or folder you wish to share and select share from the menu.

Can I stop sharing a file?

To stop sharing a file or folder, right click on it and select the sharing option from the LiveFiles menu.

LiveFiles Desktop Software

What is the LiveFiles Desktop Software?

The LiveFiles desktop software enables you to change your backup selection, modify settings, adjust bandwidth usage and many other features.

I have Backup and Briefcase, so do I need two pieces of software?

No – the LiveFiles desktop software is the same for both Backup and Briefcase users, but just shows different features depending on the type of account you have. If you upgrade your account from a Backup account to a Backup and Briefcase account then the software will automatically display all of the Briefcase features the next time it starts.

Where do I get the Desktop Software from?

To download the latest version of the LiveFiles desktop software, simply login to your LiveFiles web portal, click on the Account Settings tab and select Software Download. The Software Download page will show you how to download and install the software.

How do I know when updates are available?

The LiveFiles desktop software automatically checks for updates. When a new version is available you will be alerted by the software itself and guided through the simple update procedure.

Which operating systems does the software support?

The desktop software is currently available for Windows XP and above and Mac OS X 10.6+. Users of non-Windows/Mac operating systems can replicate some of the features of the desktop software using FTP.

I connect through a proxy – how do I set that up?

Proxies can be configured either when installing the software for the first time, or from the software's control panel. Simply go to your Windows control panel, open up the LiveFiles settings window, click on the Advanced tab and select "Proxy".

What ports does the LiveFiles client use?

The LiveFiles Desktop Software needs to be able to connect out to the LiveFiles servers on ports 50234 and 50235. If the software is having trouble connecting to LiveFiles, please ask your network administrator to open those ports.

LiveFiles Mobile App

What is the LiveFiles Mobile App?

The LiveFiles Mobile App is a great way to access your files from your iPhone, iPad or Android Device. The app lets you browse your Backup and Briefcase files on the move, wherever you are, and view your documents, play your music or watch your videos - all streamed over 3G or Wi-Fi.

How can I access my files if I don't have an iPhone / iPad / Android Device

You can access all of your files from our mobile web portal - just log in at http://m.liveaccount.co.uk from any smartphone.

How do I get the LiveFiles Mobile App?

To get the LiveFiles Mobile App just click on the following links for your device.

For Android App click here
For iPhone/iPad App click here
Or search for 'Open Access' from your devices store.

The app is free - all you need to use it is your LiveFiles account. Once it's downloaded just open it and it will ask you for your email address and password to get started.

What features are available in the mobile app?

The LiveFiles Mobile App is packed with useful features. The top features include:

Browse your backups, Briefcase or files that others have shared with you.
View Office, iWorks, RTF or PDF documents anywhere
View photos and create slideshows
Stream all of your music, and browse it by Album, Artist, Genre or Year - even if the music isn't in iTunes!
Stream your videos - whatever format they're in. There's no need to convert them to an iTunes compatible format first.
Upload photos and videos straight from your iPhone to your LiveFiles account.

How does caching work on the mobile app?

When you access a file on the mobile app - unless it's a video or music file that streams straight from LiveFiles - it is cached locally on your device. This means that when you next want to access it you don't have to wait for it to download. Once your cache is full, older files that you haven't used recently will "roll over" and be removed from the cache. If you need more space on your device and want to reduce the cache size, go to Settings and change the Cache Size option - the smaller it is, the less space it will use on your device, but the more likely it is that LiveFiles will have to download files when you view them.

How do I control the speed / quality of video streaming?

You can have complete control over the balance between speed and quality of video playback. For example, if you find that videos are pausing or buffering for too long then you might want to reduce playback quality. To do this just go to Settings and select Video Bandwidth. There are different settings for both Wi-Fi and 3G, so that you can set preferences for these independently.

What file formats does the app support?

The app supports a wide range of document, photo, video and music formats - which are growing all of the time. Currently the most common formats accepted are:

Documents: DOC, DOCX, XLS, XLSX, PPT, PPTX, PDF, RTF, TXT, HTML, Pages, Keynote, Numbers.
Video: MP4, M4V, MOV, WMV, AVI, MKV, ASF, DIVX, MPEG, OGM, XVID, FLV, VOB.
Photos: JPEG, JPG, PNG, GIF, BMP.
Music: MP3, M4A.

When a LiveFiles user privately shares a file with someone who does not have a LiveFiles account, LiveFiles creates a free account called a "sharing account". The recipient is automatically e-mailed their username and password for this account, and can log in to securely see all of the files that have been shared with them.

Sharing accounts are completely free and are not time limited – the user can log in and see the files shared with them for as long as they want.

Sharing accounts have very limited functionality – sharing users cannot upload new files to LiveFiles, install the LiveFiles desktop software or edit files online. Sharing users can upgrade their accounts very easily – simply go to the Account Settings screen and click on Upgrade.

No – your sharing account is completely free and you can use it for as long as you want to access the files shared with you. However if you want to take advantage of LiveFiles excellent simple, secure backups or access-anywhere features you will need to upgrade to a full paid account. It's very easy – just contact us here.

Yes – simply contact us here.

Troubleshooting

I need help – what support do you provide?

We provide the same high quality service and support you have come to expect from DBS – Either contact us via any of the options on our contact page or send and email to support@livefiles.co.uk

I think there is a problem with my LiveFiles software, what is the first thing I should do?

The LiveFiles Control Panel has a built in repair tool that detects, and then fixes any problems that may occur.

To run the repair tool launch the LiveFiles Control Panel from the shortcut on your desktop. Select the Advanced tab and then the Maintenance tab. Now click Run.

The repair tool usually takes around 15 minutes to complete and the machine must be left idle whilst it completes the tool completes the repair.

If your issues persist please send an email to support@livefiles.co.uk with detailed information about your issue or contact us via any option on our contact page.

How do I report a problem with the LiveFiles Desktop software?

If you think you've found a problem with the LiveFiles desktop software, please report it from the software itself. Go to your Windows control panel, double click on the LiveFiles icon and then select "Report Problem" from the LiveFiles Account tab: