Frequently Asked Questions

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.
With the Basic Free ADrive account service, you may have one account for personal use. Any duplicate accounts may be disabled and deleted. ADrive Premium and Business users may have as much storage as they require, as defined by their plan, as well as multiple accounts they are willing to pay for.


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 30-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 30-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 30-day Trial' box.
Yes. We encrypt your credit card data for security. You will be the only one that can access your account information.
You can get to Account Settings by clicking on the 'gear' icon in the upper right corner and choosing 'Account Settings'.
ADrive accepts all major credits cards and PayPal. Unfortunately, we do not accept cash or check at this time.
You will be the only person that can access your account information. Please take the utmost care to protect your password
Login to your account via the web interface. Click on the 'gear' icon at the top of the page and choose Account Settings. 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. Premium and Business accounts will also see 'Show Billing Information.' Click this link to view/edit your billing information. If you would like to change the email address used for the account you can click on "Change Email Address"
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 'Downgrade My Account' link. Click on the 'Downgrade My Account' link 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.
ADrive does not provide refunds for services rendered.

After your trial period is up you will be asked to choose if you wish to become a paying customer or downgrade. If you choose to become a Premium or Business user you will be billed immediately. You will be billed again when the package you have selected is ready for renewal. It is up to you to cancel your account before the next billing period or you will be billed for the entire renewal period of the package you have selected.

ADrive will NOT refund money because you did not cancel your account before the next renewal period. Please refer to our Billing Policy for the full details.


Compatibility with ADrive
Some Zip tools, including the Windows native Zip tools, do not correctly translate the character encoding of file names when a Zip archive is opened. Unfortunately this is a problem in the unzipping tool itself and out of our control. To remedy the problem please try another tool like 7-Zip to open the Zip file.
We currently support Windows, Mac, and UNIX operating systems.
ADrive strives to support all modern browsers including Firefox, Internet Explorer, Chrome and Safari. Browsers change often and sometimes things stop working. If you are experiencing an issue please contact support@adrive.com and let us know the browser you are using the issue you are having. To experience the full features of ADrive, please configure your browser settings to the following:
1. Cookies enabled
2. JavaScript turned on
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.
2. In Control Panel, click User Accounts.
3. In the User Accounts window, click User Accounts.
4. In the User Accounts tasks window, click Turn User Account Control on or off.
5. If UAC is currently configured in Admin Approval Mode, the User Account Control message appears. Click Continue.
6. Clear the Use User Account Control (UAC) to help protect your computer check box, and then click OK.
7. Click Restart Now to apply the change right away, or click Restart Later and close the User Accounts tasks window.

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 Premium and Business 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
Public files shared with an ADrive Basic Plan are limited to 10 concurrent downloads. Meaning that only 10 people can be downloading your file at any given time. There is no limit to how many concurrent downloads can be active for any files shared from an ADrive Premium and Business accounts.
After uploading a file, you can select it or right click on it in the file manager. On those menus you will see a choice for 'Share'. This will mark the file as public 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. We do not delete the file but rather return it to an unshared status. You are able to re-share these files, although the links will change.
Yes! Our Premium and Business users can now share an entire folder publicly. To do so simply select the folder to share and click the share button. Then click the folder and choose "View Public Link" to see the URL link to the folder to send your friends.
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
The 302 message is the normal output of the upload script and that triggers the browser to redirect back to the file manager. Once you return to the file manager, it should show messages for any errors encountered.
Our FTP server expects the username to be the email address you used for your account. However, some FTP clients will not work with an email address because they have their own meaning for the @ sign. As a workaround our ftp server will translate #, ___ or --- as an @ sign in your username. So all of the following are equivalent usernames:
  • bob@adrive.com
  • bob#adrive.com
  • bob___adrive.com
  • bob---adrive.com
You may use any of the above formats to access our FTP server.
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 'Status' page. From there click on "My Files". This will bring you to the file manager. 3. Click on the 'Uploader' icon and choose 'Files'. This will bring you to our basic uploader that allows you to upload files. If you prefer to upload whole folders you can choose 'Folders' instead of 'Files'. The upload 'Folders' tool requires Java to work.

You can also download ADrive Desktop, you can map the ADrive WebDAV network to your computer or connect with FTP, SFTP, or Rsync. Please see our tutorials page for more details.

File Transfer Protocol (FTP) is available for our Premium and Business users only. Basic account holders can get a 30 day FREE trial account to test FTP services with ADrive.
Our Premium/Business users can upload a single file up to 16GB in size using FTP, SFTP, SCP, Rsync or Java ( "Upload Directories" ). Our Basic users are limited to 2GB per file size.

If you need to upload larger files it is possible to break up a larger file into smaller chunks. There are many tools that perform this task:

Here is a free program that works on both Windows and Macs: http://sourceforge.net/projects/filesplitjava/

There is a tutorial here: http://www.addictivetips.com/mac-os/file-splitter-is-java-based-tool-to-split-join-files-on-mac-and-pc/
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.

Please keep in mind, this is not the recommend way to use FTP. We highly recommend you use an FTP client such as FileZilla. Please refer to this tutorial: https://www.adrive.com/static/support_ftp_tutorial
1. You can upload multiple files or folders by going to the file manager, clicking the 'Uploader' button and choosing 'Folders'
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 folder, simply drag and drop your selected folder 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 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 folder 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.
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, SFTP, Rsync, WebDAV, or ADrive Desktop. Premium and Business users can login to ftp.adrive.com using their ADrive username and password. For more information on FTP or other protocols please see our Tutorials page.
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.
Currently, there is no hard set limit of how many total files can be stored on ADrive. Practically speaking, users with more than 250,000 files will start to see performance degradation. If you are storing old security camera images from 2007, consider removing some that are no longer needed. If you are experiencing performance problems, and have many files, you could also consider, placing them into large archive files (ZIP, RAR, TAR, TGZ, etc) Not only will that bring down the total number of files you have, but it will lower your data usage in some cases.
Due to limitations with browsers and file systems you can not have more than 11,000 files in a single folder. Around 5,000 folders/files in a single folder performance will be significantly impacted. Beyond 11,000 folders/files in a single folder may cause some tools to fail.

Many users who use FTP, SFTP or Rsync to transfer files automatically to ADrive need to properly write backup scripts to use a directory hierarchy that takes this limit into mind. Users who use SOHO style security cameras to store images to ADrive via FTP must be aware of this and adjust the default upload directory from time to time to properly take this limitation into account


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
The 302 message is the normal output of the upload script and that triggers the browser to redirect back to the file manager. Once you return to the file manager, it should show messages for any errors encountered.
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).


Contact
Premium and Business Users:
For all help-related and support issues, please review the FAQ and search the Forum. If you can not find the answer to your questions there, please submit your questions using our support contact form. We do our best to get back to you as quickly as possible. We also have phone support available through the phone number provided in your account signup receipt.

Basic Users:
Please review the FAQ and search the Forum. If you can not find the answer to your questions there, please post your questions in the related category of the Forum. We will not provide one-on-one support to Basic users, so please use the Forum if you would like a response to your question.
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 click on our Blog link or check the Forums for update. You can also follow us on Facebook.
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
The standard Adrive Services are available for Your personal home use only at no charge up to the storage limits set forth by Adrive from time to time. The standard Adrive services are intended for use only by individuals seeking to back-up or store their personal data. Any entities seeking to use the Adrive Services or individuals wanting to use the ADrive Services for commercial purposes may do so only by signing up to be an authorized commercial User and have paid the applicable fees.
ADrive uses many different datacenters to house customer data. For our paying customers (Premium, Business, Enterprise plans) we utilize Tier IV datacenters, featuring full redundancy at all levels of internet connectivity, servers, storage, power and cooling. ADrive Premium Basic ( Free ) user data is housed in Tier I datacenter facilities without redundancy for internet connection, power, cooling, etc.
ADrive offers ADrive Desktop for all Premium and Business customers. Just download it to your computer from the Tutorials page 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 on the Tutorial page to get up and running. ADrive Desktop uses the same username and password as your web account.

For more advanced users we also offer FTP, SFTP, Rsync and WebDAV. Please see the Tutorials page for more information.
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.
From time to time you may see your account in Maintenance Mode. ADrive uses maintenance mode to move your files around to different storage systems, sometimes in different places in the world. Maintenance mode ensures data continuity and integrity in our system. Usually, routine maintenance mode only lasts a few minutes. In some extrememe cases users with many hundreds of thousands of files may take longer to move around. In general, free users reside on storage systems that require their files to be moved much more often than ADrive Premium and Business account users, which are on different storage systems. In rare emergencies users with Basic accounts may be set into maintenance mode while hardware failures are dealt with to restore service. When you upgrade from a Basic account to a Premium or Business account, you will see your account in Maintenance Mode while you are moved from Basic user storage systems to enterprise level redundant storage, where Premium and Business account data is housed.