FAQ & Troubleshooting

Find answers to common questions and solutions to typical issues with DataRunsClouds backup.

General Questions

What is DataRunsClouds?

DataRunsClouds is a cloud backup service that automatically backs up your computers to secure cloud storage. It protects your files with encryption and allows you to restore them from any point in time.

What operating systems are supported?

DataRunsClouds supports Windows 10 and later, macOS 10.15 (Catalina) and later (both Intel and Apple Silicon), and Linux (Ubuntu 20.04+, Debian 10+, CentOS 8+, and similar distributions).

Is my data secure?

Yes. All data is encrypted with AES-256 encryption before leaving your computer. Data is encrypted in transit using TLS and encrypted at rest in our cloud storage. Only you have access to your encryption keys.

How long does the first backup take?

The initial backup depends on your data size and internet upload speed. A typical home user with 50GB might take 8-12 hours. After the first backup, subsequent backups are much faster as only changed files are uploaded.

Can I continue using my computer during backup?

Yes. The backup agent runs in the background and is designed to have minimal impact on your computer's performance. You can use your computer normally while backups run.

Account Questions

How do I reset my password?

Click "Forgot Password" on the login page, enter your email address, and follow the instructions in the reset email you receive.

Can I change my email address?

Yes. Go to Settings in your dashboard and update your email address. You'll need to verify the new email before the change takes effect.

How do I cancel my account?

Go to Billing in your dashboard and click "Cancel Subscription." Your data is retained for 30 days after cancellation in case you want to reactivate.

Backup Questions

What files should I back up?

Focus on files you can't replace: documents, photos, videos, and important projects. Avoid backing up system files, temporary files, or large media you have backed up elsewhere.

How much storage do I get?

All plans include unlimited backup storage. You can back up as much data as you need without worrying about storage limits.

How long are backups retained?

Standard retention is 30 days, meaning you can restore files from any backup in the last 30 days. Enterprise plans offer extended retention options.

Can I back up external drives?

Yes. You can add paths on external drives to your backup configuration. However, the drive must be connected for backups to include those files.

What happens if I delete a file?

Deleted files remain in your backups for the retention period. You can restore deleted files from any backup made before the deletion.

Restore Questions

How do I restore files?

You can restore via the backup agent on your computer or through the web dashboard. Navigate to the backup date, select the files you need, and choose where to restore them. See the Restore Guide for details.

Can I restore to a different computer?

Yes. You can download files from the web dashboard to any computer, or install the agent on a new computer and restore from your existing backups.

How long does a restore take?

Restore time depends on the amount of data and your internet download speed. Restoring individual files is typically quick. Full system restores of many gigabytes can take several hours.

Billing Questions

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, and PayPal.

Can I get a refund?

Annual plans can be refunded (prorated) within 30 days. Monthly plans are not refundable for partial months. Contact support for refund requests.

How do I update my payment method?

Go to Billing > Payment Methods in your dashboard. Add a new payment method and set it as default, then remove the old one if desired.

Troubleshooting

Agent Won't Connect

Check your internet connection
Verify firewall allows outbound HTTPS (port 443)
Check if registration token expired (24-hour validity)
Try restarting the agent service
Reinstall the agent with a fresh download

Backup Keeps Failing

Check available disk space on your computer
Verify files aren't locked by other applications
Check file permissions on backed-up folders
Review exclusion patterns for conflicts
Check agent logs for specific error messages

Backup Is Slow

Check your internet upload speed
First backup is always slowest (full backup)
Exclude large files you don't need to back up
Schedule backups during off-hours
Check if antivirus is scanning backup traffic

Agent Shows Inactive

Verify the computer is turned on
Check if agent service is running
Restart the agent application
Check for network connectivity issues
Review agent logs for errors

Can't Login to Dashboard

Verify you're using the correct email address
Try the "Forgot Password" option
Clear browser cache and cookies
Try a different browser
Check if your account is active

Restore Failed

Check available disk space at destination
Verify file permissions for restore location
Try restoring to a different location
Check internet connectivity
Try restoring smaller batches of files

Getting Help

Contact Support

If you can't find an answer here, our support team is ready to help:

Email: support@pugworks.com
Response Time: Within 24 hours for standard support, 4 hours for priority support

When contacting support, please include:

Your account email
Operating system and version
Description of the issue
Any error messages you've seen