Welcome to the Sphere faq section. We have tried to cover as many issues an topics as we can, however if there is not a solution available here then please raise a technical support ticket.

Top 10 Reasons why you may be experiencing problems

1. There is a power cut and none of your computers have power.
2. You have insufficient hard disk space to carry out the restore.
3. Your server is broken.
4. Your network is broken.
5. You have a hardware fault.
   
6. You are trying to restore the zip file without an installation of Sphere on the computer carrying out the restore.
7. You have un-installed your copy of Sphere and no longer have your login details.
8. Your internet connection is unavailable and you cannot connect to the server to retrieve the decrypt key. In this case we will only issue the key by hand to your authorised data controller. This is to prevent fraud and data theft.
9. The zip file contains a virus. This is only possible by infection at the source; please make sure you regularly run virus checks, and your definition database is up to date.
10. You are not running Sphere under an account with Administrator privileges.

Commonly asked questions

 

1. I cannot find my backups

If you cannot find your backups on your pc go to http://sphere.enabling.it/mysphere and enter your details, when you log in click on the restore to my pc button. Depending on your internet connection speed it will download the backups to where ever your download directory is. Please ensure you have enough space on your hard disk before you download the backups. The file will download as username@yourwebsite.com10102010 (the name is dependent on which email address your username is and the date of the backup). When you have finished downloading you need to open sphere and tell it to restore the data from download directory.

2. I have deleted my backups!

If you format your pc your backups will be lost. You will also need to re-install Sphere you can get the latest version by going to http://sphere.enabling.it/mysphere download the file and follow the installation instructions above.

You have the option to delete files from the sphere cloud. We hold a backup of your files for the duration of your licence these are backed up everyday at 2200. If you require a restoration of your files (stored on a mirror) we do not charge for the first time as everyone makes mistakes! However abusers to the system will be penalised with a charge of £10+ VAT per restoration.

3. My backups wont restore!

You need to have a copy of sphere installed locally on your pc to be able to restore your files. You can download a copy from http://sphere.enabling.it/mysphere, you can also download individual backup files from the Sphere portal.

4. Can hackers see my stuff?

Your backups are encrypted using the same technology we use for our corporate clients.

5. How many computers can I install sphere on?

Personal copy’s of Sphere only permit you to install it on one computer, however if you have a Professional or  Enterprise license you can install it on as many pc’s as you want (Licence restrictions apply). Please be aware that the more pc’s that back up to the cloud, the greater storage space will be required.

6. Can Enabling.IT see my stuff?

Please read the privacy statement here http://sphere.enabling.it/privacy

7. Can I use Sphere to hide personal files?

Yes, but hiding them only works if you delete the source file.  However this service is not be used to hide information with the purpose of deliberately defrauding people!! Or any criminal activity, our privacy policy is such that we will freely hand over your information if requested by the police or courts.

8. Where is our data actually stored?

This can vary depending on the amount you wish to store with us, the primary server and mirror are in the Isle of Man, the raid arrays are kept in secure locations which we are under no obligation to disclose.

9. Why don’t you have a technical support phone number listed on your site?

Our technical support team are based in the field, and not in a call center. Using a ticket based system allows them to read up on your issue and research it before getting back in contact with you. The ticket system allows you to upload screen shots. When raising a support ticket please add as much detail as possible about the error. Make sure you have left us a contact number. Do not call up the reseller you purchased Sphere from as they will not be able to help you,neither will they pass on a number to get directly in contact with us. Please note that low priority technical support issues could take up to 14 working days to respond to. If you are an Enterprise or Professional customer,your reseller will have issued you with a technical support contact number. If you need to find this number please login to your account on our web site http://sphere.enabling.it/mysphere it will be on the top left hand corner. When calling us you will be asked for your account details. Please note that you have to call us from the number/s of your companys registered data controller otherwise our phone system wont accept your call.