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support
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faq
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Registration/Sign Up
First, please check your email’s SPAM/junk folder for the confirmation email. Adding support@adrive.com to your email's address book/contacts will help ensure it makes it through your email's filtering system. If you don’t receive it in your inbox or SPAM folder, please email support@adrive.com to have one resent.
At ADrive, we do everything we can to protect your data. However, data protection is a two-sided process; ADrive’s side and your side. The best way to protect your data is to keep your password a secret. This way you will limit the users that can access your account to just you. Your password must be a minimum of eight (8) characters with at least one (1) capital (eg: A) and one (1) number (eg: 1). This will make it harder for hackers to ‘discover’ your password. An example of this is: Adrivex1.
Sign In/Forgot Password
Click “forgot it?” under the “Sign In” section of the homepage and follow the instructions to retrieve your password.
Please check your email’s SPAM/junk folder for the email. To prevent future ADrive emails going to your SPAM/junk folder, please add support@adrive.com to your email's address book/contacts to help ensure it makes it through your email's filtering system.
Sometimes, if a browser quits unexpectedly or you login from another computer, this message will show for Basic, free users. Basic users are only allowed one open session with ADrive. If this problem occurs when you login, you'll see a message on the top left of the browser screen which says "Force logout of other sessions" Click on that to end any other sessions. Login again.
Billing/Account Maintenance
The 14-day trial account is available to all current Basic users, new users, and users that have previously canceled their accounts. For new users, create an account and check the “FREE 14-day Trial” box. Basic account holders will have to choose the Upgrade link once you are signed in to your account. Then in the Upgrade screen, check the “FREE 14-day Trial” box.
Yes. We encrypt your credit card data for security. You will be the only one that can access your account information.
The Account Settings button is located near the top of the File Manager to the left of "Resources" and right of "Space Used..." after you have signed in If you do not see the Account Settings button, it is likely that your browser's text size is set larger than normal. In both Internet Explorer and Mozilla Firefox, you can adjust your text size in the View menu under “Text Size.”
ADrive accepts all major credits cards. Unfortunately, we do not accept PayPal, cash or check at this time.
You will be the only person that can access your account information. Please take the upmost care to protect your password
Login to your account via the web interface. Click on the Account Settings button in your File Manager. From there you can cancel or downgrade your account.
ADrive will charge your account at the first day of the new billing cycle. Users can choose either a monthly or yearly payment plan. For monthly plans, users will be notified via email on the first day of the current cycle. For yearly plans, users will be notified via email 10 days prior to the end of the billing cycle and then notified again on the first day of the new billing cycle.
Not all banks, typically overseas, accept our primary payment provider. We offer payment through PayPal, if you're having trouble. Please email us at billing@adrive.com to set it up. We are working to integrate PayPal directly into our payment system in the near future.
Yes, you can change your account information. Once you have signed into your account, visit the ‘Account Settings’ page. There you will be able to click the ‘Edit’ button and make any changes to your account. Signature and Premium accounts will also see ‘Show Billing Information.’ Click this link to view/edit your billing information.
At ADrive, we use your email address as your unique identifier. If you would like to change that please contact our Support Department at support@adrive.com. To upgrade your account, you must sign in to your account and then visit the ‘Account Settings’ page, where you will find an ‘Upgrade’ button. Click the ‘Upgrade’ button and you will see all the changes you can make to your account including account upgrade. If you have any questions about billing, please review our billing policies at www.adrive.com/billp.
To downgrade your account, you must sign in to your account and then visit the ‘Account Settings’ page, where you will find an ‘Upgrade’ button. Click the ‘Upgrade’ button and you will see all the changes you can make to your account including account downgrade. If you have any questions about billing, please review our billing policies at www.adrive.com/billp.
To cancel your account, you must sign in to your account and then visit the ‘Account Settings’ page, where on the right side of the screen you will see a ‘Cancel Account’ button. Click the ‘Cancel Account’ button and you will be prompted to enter you account password and a set of random numbers that are automatically generated. ADrive does not offer refunds for unused accounts.
Compatibility with ADrive
We currently support Windows, Mac, and UNIX operating systems.
ADrive supports the use of Internet Explorer and Mozilla Firefox. To experience the full features of ADrive, please configure your browser settings to the following:
1. Cookies enabled 2. Internet Explorer security set to medium-high or lower 3. JavaScript turned on 4. It is recommended that Internet Explorer's information/download bar be disabled and ActiveX be enabled. We are working to support Google Chrome, but do not support full compatibility with Google Chrome at this time. The "User Account Control" (UAC) feature in Windows Vista may cause compatibility issues with the ADrive Java Downloader. When the UAC is enabled, downloading files can fail without error. The UAC only affects files that are downloaded using the ADrive Java Download tool; it does not affect public file downloads.
To Disable the UAC for Window Vista please follow these steps: 1. Click Start, and then click Control Panel.
Please note that disabling the UAC on Windows Vista can compromise your computer's security. Once you have finished downloading your files via the Java Downloader, you should enable the UAC again. ADrive Desktop
ADrive Desktop is our premier client for our Signature and Premium users. Developed in Adobe AIR, ADrive Desktop allows users to upload, download, and schedule jobs to backup files/folders from their computer to their ADrive account. This feature gives users access to their ADrive account directly from their desktop.
Yes, ADrive Desktop was developed in Adobe AIR. Adobe AIR is compatible with Windows, Mac and Linux (currently in beta).
Sign in to your ADrive account. You will be directed to the File Manager. From there, visit the Resources/Getting Started page. You will see the download package and a tutorial on how to use ADrive Desktop.
Please download the ADrive Desktop tutorial. The tutorial is available from the File Manager by going to Desktop Tools/Tutorials and clicking on the Getting Started button on the left.
File Sharing
After uploading a file, you will have several options when you right click on the file or view the options at the bottom of the page. One of them is “Share”. This will move the file to your "My Shared Files" directory and a unique web link will be generated that you can share with anyone on the Internet. The recipient of this shared file just has to click the link to download. You can also use our email-a-friend feature. Just right click on your shared file and click on the “Email A Friend” button, enter the email of your friend, and the email will be sent to your friend shortly including the link to download the shared file.
Public files shared by our free users are expired 14 days after they were originally shared. You are able to re-share these files, although the links will change.
No, not at this time, but we are looking into this feature.
Have your friends check their email’s SPAM/junk folder for the email. To prevent future ADrive emails going to your SPAM/junk folder, please have them add download@adrive.com to their email's address book/contacts to help ensure it makes it through their email's filtering system.
Upload Files and Folders
1. Sign up for a new account and follow the instructions in the confirmation email that you receive.
2. Once signed in, you will be brought to your "My Files" tab. Click the "Upload Files/Directories" button to upload a file or directory. You can also click on "Create Directory" to create a directory (folder) that can contain multiple files. 3. Clicking the "Upload Files/Directories" button will bring you to the Upload Tool. Follow the instructions on this page to locate files on your computer that you wish to upload to ADrive. Once the upload is complete, you will be brought back to your "My Files" tab, where you can download the file or share it with others. You can also download ADrive Desktop, the ADrive Backup Client or you can map the ADrive WebDAV network to your computer. ADrive Desktop, the ADrive Backup Client and the WebDAV tutorials can be found on the Resources page from the File Manager. File Transfer Protocol (FTP) is available for our Signature and Premium users only. Basic account holders can get a 14 day FREE trial account to test FTP services with ADrive.
At the moment, the largest file size that can be uploaded is 2 GB (2048 megabytes) and no more than 1000 files at one time. This is an ISP industry wide standard.
All file types including documents, spreadsheets, photos, music, and videos can be uploaded to ADrive.
To use FTP with Internet Explorer 7, you'll need to add the user name and password to the syntax. To connect to our FTP server with IE 7, in the locator/url bar, type:
ftp://adriveusername:password@ftp.adrive.com For example, if my user name was bob@adrive.com and my password was BobADr1ve, the FTP browser syntax would be: ftp://bob@adrive.com:BobADr1ve@ftp.adrive.com No spaces, or it won't work. The e-mail address is being protected from spam bots, so you need JavaScript enabled to view it. If you plan on connecting to FTP servers on a regular basis , we suggest getting a good FTP client. They make the task of uploading or moving files much easier than a web browser. 1. You can upload multiple files or directories (folders) by clicking the “Upload Files/Directories” button under the “My Files” tab.
2. This upload tool requires Java. If the upload tool is not visible, please make sure your browser has Java enabled or download Java at http://www.java.com/en/download/index.jsp. 3. To upload a directory, simply drag and drop your selected directory onto the applet to add it to your upload list. You can also click the 'Add' button to browse your files and folders. 4. The selected directory or folder content will appear in your upload list, also indicating the location of the files. Example: "foo/bar.txt" the file "bar.txt" will be uploaded to the folder "foo" in the current server directory. If you haven't already created that directory on the server, this tool will create it for you. 5. Some virus protection software "proxies" the connection and will show the upload as 100% complete even though the proxy is still sending the data to the server. Please be patient and let it run. It will refresh upon completion. Sharing a feature only of the web interface. We chose to leave public files in a separate place that can only be manipulated by the web interface because WebDAV and FTP don't provide a method to show a file as shared or not and no way to share or unshare a file. So, shared files will not appear in any WebDAV or FTP connection unless you make a duplicate of the file that is unshared.
To connect to our FTP server with Firefox, you'll need to add the user name and password to the syntax:
In the locator/url bar, type ftp://username:password@ftp.adrive.com For example, if you user name was bob@adrive.com and my password was BobADr1ve, the FTP browser syntax would be: ftp://bob@adrive.com:BobADr1ve@ftp.xyz.com The e-mail address is being protected from spam bots, so you need JavaScript enabled to view it. If you plan on connecting to FTP servers on a regular basis, we suggest getting a good FTP client. They make the task of uploading or moving files much easier than a web browser. We do not limit your transfer speeds but many other variables such as the volume of traffic at any given moment may affect your speeds.
Here is an excellent tool to test your speeds to a nearby connection to us: Speed Test Use hostgo.com for the server for the test. After you have those number, use this tool to determine how long it will take to upload or download certain files/folders: Transfer Calculator Many variables can effect your upload and download speeds. The speeds advertised by many ISPs are peak speeds and don't take into account local variables like latency and jitter, network saturation and network hops. We currently do not utilize all of our bandwidth, so it's more about your connection in most cases. ADrive allows upload via the ADrive web interface, FTP, WebDAV, or ADrive Desktop. Signature and Premium subscribers can login to ftp.adrive.com using their adrive username and password. Some FTP clients may not work with an @ in your email address/username. Replace the @ with a #, if this happens.
This can occur when using an Internet connection that is behind an Internet proxy. It can also occur with some antivirus and firewall programs that have built-in proxies or browser-redirect services, such as McAfee Redirector Service. The solution is to disable these services and try the upload again. To do this in Windows: Go to the Control Panel/Administrative Tools/Services, then highlight the "McAfee Redirector" service and right click. Exercise the stop option in the resulting menu and also disable the automatic startup of that service in that same menu. (No reboot is required).
It is recommended that you first try clearing your Java cache. Instructions on how to do this can be found here: http://www.java.com/en/download/help/5000020300.xml
Utilizing our partnership with Zoho®, ADrive now offers the ability to edit Word and Excel files online. Right click on the file you would like to edit and click the “Edit in Zoho” button, make all your changes, and then save the file before closing the Zoho® program. Keep in mind this service is only available to edit Word and Excel files. For other file types, you would need to download the file to your computer, make the changes, save the changes and then upload the file again.
Unfortunately streaming media is not available on ADrive at this time, but we do plan on adding this feature.
ADrive only supports download managers that are packaged with the browsers we support. ADrive does not support download accelerators.
Error Messages
There are ongoing issues with some versions of Vista in regard to WebDAV.
First, please ensure you have this Windows Vista patch installed- http://www.microsoft.com/downloads/details.aspx?FamilyId=17C36612-632E-4C04-9382-987622ED1D64&displaylang=en Second, Vista as shipped does not work correctly with Digest Authentication which causes it to fall back to Basic Authentication. You could try this fix for basic authentication: http://www.webdavsystem.com/server/documentation/authentication/basic_auth_vista Or, try using this insecure address (if that is acceptable to you) instead: http://www.adrive.com/webDAV.php We have submitted help tickets to Microsoft regarding these issues and are awaiting response This will typically happen when trying to upload a file(s) while behind an Internet proxy. ADrive has no control over the proxy you may be using so to remedy the problem, the proxy will have to be disabled temporarily to upload a file(s).
We recently discontinued the ADrive Backup Client. ADrive now offers ADrive Desktop which allows users to upload, download, and schedule jobs to backup files/folders from your computer to your ADrive account. This feature gives users access to their ADrive account directly from their desktop. ADrive Desktop is available only to our Signature and Premium account holders. We offer a FREE 14-Day Trial to Basic account holders and new users.
Contact
For all help-related and support issues, please submit your questions on our support contact page. Click here for our support contact form to send us an inquiry. We do our best to get back to you as quickly as possible.
For all billing inquiries, please submit your questions on our billing contact page or email our Billing Department at billing@adrive.com.
For all news and press inquiries, please submit your questions on our public relations contact page or email our Public Relations Department at pr@adrive.com.
For any advertising inquiries, please submit your questions on our advertising contact page or email our Advertising Department at advertising@adrive.com.
Any feedback you would like to submit would be greatly appreciated. Please visit our feedback contact page or email us at feedback@adrive.com
Updates
Please refer to our community section for all ADrive upcoming feature releases and updates.
ADrive recently discovered that Microsoft updated the software that affects WebDAV connections. To download and install the latest software, please visit the following site:
http://www.microsoft.com/downloads/details.aspx?familyid=17C36612-632E-4C04-9382-987622ED1D64&displaylang=en Miscellaneous
ADrive now offers ADrive Desktop for all Signature and Premium customers. Just download it to your computer (it's located under the Desktop Tools/Resources button) and install it. If you don't have Adobe Air, that will install automatically as well. Once you've got it, please follow the ADrive Desktop instructions (located under Getting Started) to get up and running. ADrive Desktop uses the same username and login as your web account.
We recently discontinued the ADrive Backup Client. ADrive now offers ADrive Desktop which allows users to upload, download, and schedule jobs to backup files/folders from your computer to your ADrive account. This feature gives users access to their ADrive account directly from their desktop. ADrive Desktop is available only to our Signature and Premium account holders. We offer a FREE 14-Day Trial to Basic account holders and new users. We now offer our users the ability to upgrade their storage plan to have more than 50GB of storage. Please visit www.adrive.com/plans for a complete list of our storage plans.
We do not expire nor delete any confirmed accounts or user files. For paid accounts, your billing information must be kept up-to-date. Please review our terms of service at www.adrive.com/terms and www.adrive.com/billp for more information.
Enabling JavaScript is required to use ADrive.
If you are using Internet Explorer, please go to the menu and click on "Tools", and then click on "Internet Options". Click on the "Security" tab and then click on "Custom level". Scroll down until you find the category "Active scripting" and click on the Enable radio button. Click "OK" and then click "OK" again on the next page. If you are using Mozilla Firefox, please go to the menu and click on "Tools", and then click on "Options". Click on the "Content" tab and then click the checkbox next to "Enable Javascript". You may have to restart your browser. File names are not case sensitive. For example: ADrive will recognize “test.txt” and “TeSt.txt” as the same file even if they contain different data.
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