FAQ: FileCloud

KeepItSafe® Filecloud


This will depend on various factors.

The amount of data you want to sync.

The speed of your internet service provider.

The load on our servers.

The type of data you are trying to sync. i.e. small notepad files or large image files)

Keep in mind not to put to much data (or too many files) into your Vault at once.  It’s always better to upload in smaller packets.  It is also faster and easier to resolve any problems that occur.

While it might work to store the Filecloud image file on a NAS or other network location, it is not officially supported and not recommended.

This could lead to synchronizing problems if the network connection to the NAS is interrupted during the synchronizing process.

Online Trashcan

First check your online Trashcan at my.filecloud.no.  If the file has been deleted within the past 30 days, you can restore it from there.

Login at my.filecloud.no

Click the Trashcan icon.


Right click on the folder or file that you want to restore and select restore.


This will restore the file or folder from the trash to the original location.


We make smart revisions on every file change, up to 3 changes per file per day.  After a day, the last of the smart revisions is kept. Those copies are kept for 7 days.

Go to my.filecloud.no and login.

Select revisions in the correct Vault.


Navigate to the file that you wish to restore and right-click it.

Select save as.

Select the location that you want to restore the file to.

Select a date of which version that you want to restore and click restore.


Open your Dashboard

Click on the drop down menu nest to your Vault name and select Properties.


Change the Data location path to the desired location.


Click the OK button to confirm.

Starting up Filecloud automatically when you login to your computer.


Select the Automatically start up with Windows checkbox, during the Filecloud installation proccess.

Or create a shortcut to Filecloud in the start up folder in the Windows Start menu.


Go to System Preferances

Edit the login items in your account.

In the File Activity log, on my.filecloud.no you can look up information like who edited, added or removed files and folders in the Vault.

Select the Vault that you want to see the information from.

Click File Activity


You will see the most recent activity first.


You can sort the log: newest first or oldest first via the arrow icon.


You can also do specific searches via the search icon.




Ignoring complete folders from synchronizing

Go to your Filecloud Dashboard and select from the drop down menu Ignore Files –> Manage.


Select a file from the folder you want to exclude via the browse button.


Remove the file name, keeping the folder path.


Put the “folder name” as ignore filter (for example Company/*invoices*).


Push the “Add” button and “OK”.



If you want to ignore a specific file type, you can also use the “*” key.

For example, if you would like to ignore Word files (extension .docx) you would enter ” *.docx” in the ignore field.

Mac OSX specific

The “/” in the paths should be replaced with “\”.

When working in folders with a space in the name. Set the folder name between “.
Example:  backup\*”Private Pictures”*

Sometimes you don’t need to synchronize a specific file. In that case you can add the file to your ignore list, via these steps.

Go to your Filecloud Dashboard and select from the drop down menu Ignore Files –> Manage.


Select the file you want to ignore via the browse button.


Click on the Add button and OK to exclude the file from synchronizing.

Filecloud imports Vaults by creating an encrypted virtual drive in Windows Explorer or on the Mac OSX Desktop.  This means  that the local image file (which contains all data) will be mounted in your OS.

When something goes wrong during this mounting procedure, the Filecloud notification popup window will appear.

Possible Solutions

  • Disable your virus scanner.
  • Re-installing filecloud over your current installation.(this reinstalls the drivers which mount your local data file)
  • Attaching the external storage drive where your data file is stored.

You will not lose data when you upgrade to a newer version of Filecloud.

When updating Filecloud, you can choose between 2 ways.

  1.  You can download the new version of Filecloud here, directly from the Filecloud website.  Then simply run the installer over your current version.  The new version will update or add any new features.
  2. You can check for updates in your Filecloud Dashboard.
    Go to the Help menu.    Select Check for updates.


Using the same Filecloud image on 2 computers or partitions.

The Filecloud Dashboard is uniquely identified, therefore the Filecloud image-file can not be used for two different installations.
Filecloud stores your files in a local encrypted image file. Moving this file to another PC would require the decrypting/encrypting algorithms and is beyond the scope of Fileclouds functionality.
Copying the image file could result in serious syncing and security issues.
To move your data to another PC you have to import your account and Vault on each computer you need to synchronize.


Error when installing .NET 4.5.1 on demand

When you get an error when Filecloud tries to install .NET 4.5.1, please follow the steps at MSDN to install .NET 4.5.1 manually. Once .NET is correctly installed, restart the Filecloud installer.

Installing on a Windows server with RDS (Remote Desktop Services/Terminal Services)

This article will explain what problems are encountered when you want to run Filecloud in a Remote Desktop Services setup, and how to resolve them.
Filecloud will work out of the box on Windows server operating systems.
However, when you want to use the Windows server with Remote Desktop Services to allow users to remotely connect to it, there are some problems you might encounter:

  • The data is synchronised to the local hard drive of the Windows server, causing a lot of duplicate data and network traffic.
  • Users can see the disk drives that other users have mounted.
  • If the RDS server is configured to remove local application data at every logout, the user will have to import, and re-sync their data in every session, causing a bad user experience, data that is not immediately accessible, and unnecessary network traffic. It also renders ‘TheftGuard’ unusable, as you will have a new ‘computer’ entry for every session.

The Filecloud software can be configured (using registry keys/group policies) to avoid these problems.

The solutions:

  • WebDAV:

    The client can be configured to import the Vaults through the WebDAV protocol, instead of synchronising everything to the local filesystem.
    To do this, create the following registry entry (of type REG_SZ):
with value: WebDAV
After a client restart, all Vaults you import will be mounted using WebDAV, with the standard Microsoft WebClient tool.
  • Changing configuration location:

    By default, Filecloud stores it’s configuration in 2 places: %LOCALAPPDATA% and %APPDATA%.
    On many RDS servers, the Filecloud config in %LOCALAPPDATA% is removed whenever a user logs out. To prevent this, create the following registry entry (of type REG_SZ):
with as value a user-specific path value that is not automatically removed, example: %APPDATA%\FilecloudConfig

Filecloud uses the SolFS and Soldisk drivers to mount your locally stored image-file.
Kapersky however could intervene during this installation.

In order to correct:

Shut down Filecloud.
Pause Kapersky – it will say your connections will be disconnected – but it does not disconnect you.
Download and Reinstall Filecloud.

1. To sync other computers you will first need to download and install the Filecloud application from KeepitSafe

2.  Fill in your username (same email you used on your first machine) and password.

3.  Import the Vault(s) of your choice.

4.  Now you created a duplicate of the Filecloud environment (same account and workspaces as on your other desktop/laptop).

1. Exit your Filecloud dashboard
2. Click on the Windows Start-button
3. Select Control Panel
4. Choose in the section Programs to “uninstall a program”
5. Select Filecloud from your list.
6. Click the Uninstall/Change button.

1. Exit your Filecloud dashboard
2. Go to your Applications
3. Select Filecloud from the list.
4. Drag Filecloud into your trashcan.

License and User Management

An external user is a user that is invited as a guest on your Vault, but does not has a license provided by you.

An external user can be a trial user or has his/her own license (or provided by another group manager)

managed user is a user that a Group Manager pays a license for.

To add a managed user: click on Manage.


First check if you still have unassigned licenses available.

If so, you can assigned one of those to the new user via the manage button.


If you don’t have any unassigned seats left, you will need to purchase a new license for the managed user.

Go to billing -> License Overview -> Add managed users.


Select monthly or yearly billing for the account and confirm.

An email will be sent out to the user to accept the license.

Once the license has been confirmed, the user had a valid paying license.

If you don’t want a person to have access to your Vault anymore, you need to remove that user as a guest.

Go to www.my.filecloud.no

Manage -> Group Vaults -> select the vault you want to remove a guest from.


Select the user that you want to remove.

Go to Manage.


Billing -> License Overview -> select the user that you want to remove -> Remove user.



You will see several options:

– Delete vaults from server all users sharing this vault will loose access.

This will only remove any possible Vaults that the user that you want to remove has created, this will not remove the Vault that the user is a guest on.

– Transfer files and content to this user.

If the user that you want to remove created its own Vault, you can transfer the Vault to another person or yourself via this option.

– Shared Files on user computer.

This option will delete the local copies of the Vaults from any PC the user is logged in at.

– Stop auto renew on this license.

If you don’t select this option, the user will be removed, but the license will go to your Unassigned Licenses. You can then use that license for a new guest for example.
Do keep in mind that you are also charged for unassigned licenses. So if you want to remove the user and the license, be sure to check this option.

When you remove a Managed User, you will see the option “Delete vaults from server”.

This will only remove any possible Vaults that the user that you want to remove has created, this will not remove the Vault that the user is a guest on.


When installing the Filecloud dashboard to your PC, our Outlook add-in will be installed automatically when Office is installed on your system. This add-in will make it easier to send larger files through mail:

The file will be automatically added and synchronized to your vault (standard setup).

The add-in will create a link for your recipient so that they have a direct link to the download (FileLink).


When you see the message “The Add-In “Redemption Helper Outlook Extention” cannot be loaded and has been disable by Outlook” after you upgraded to our latest version, please follow these steps to solve the issue:
1. Close down Outlook
2. Go to
Windows 7, 8 and Vista: C:\Users\%username%\AppData\Local\Microsoft\Outlook\
Windows XP: C:\Documents and Settings\%username%\Local Settings\Application Data\Microsoft\Outlook\Windows
*show the hidden files and folders when browsing to this location. You may do so through following guidelines:
Open Folder Options by clicking the Start button, clicking Control Panel, clicking Appearance and Personalization, and then clicking Folder Options.
Click the View tab.
Under Advanced settings, click Show hidden files, folders, and drives, and then click OK.
3. Locate a file called extend.dat
4. Rename that file to extend_backup.dat
5. Restart Outlook.

Privacy and Security

We encrypt your files locally with 256-bit AES encryption. In addition, the files you sync to the server are transferred using 256-bit SSL connection and you have the ability to shred the documents on a lost or stolen machines using TheftGuard. When the Filecloud dashboard is closed, your fileservers are invisible and protected by 256-bit AES encrypted file system. When the Filecloud dashboard is launched, your password-protected fileservers appear, ready to be accessed like a local drive. Your files are stored on a secure server in the cloud and can only be accessed through a registered Filecloud dashboard.

Filecloud guarantees:

Encrypted local buffer storage (i.e. 256 bit AES).
Encrypted data transfer over the internet.
Strong server authentication.


Theft or loss of a computer is stressful enough without having to worry about someone accessing your critical data. Each Filecloud dashboard has a unique serial number, which allows you to track access to your Vault. In the event that your computer is lost or stolen you can remotely shred the files on the lost computer as soon as someone tries to access them.

When you create or import a Vault onto your machine using the Filecloud Dashboard your are creating a 256-bit AES encrypted space on your machine that will securely store your files.

Without logging into Filecloud your files cannot be accessed, so if you were to ever lose or have your computer stolen you can be confident that your most important documents cannot be accessed. Furthermore, you can use our Theftguard function to report the device as stolen.


Via the link management option on my.filecloud.no you have an overview of all the links that you sent out and the options to change them.

Select the Vault on which you created the link that you want to edit.
Click link management.


You now see an overview of all the links that are created on that Vault and their current status.
Right click on a link that you want to edit to access the options.


Via the Filecloud Dashboard

Click on the drop down menu and select Invite Guest.


Fill out the email address of the people who you want to invite to your Vault. You can also set the options here for your guests.


Via my.filecloud.no

Select the Vault -> Users & Permissions
Select Invite Guest.
The same can be done for seperate folders by navigating to a folder on your Vault, right click ->Invite.


You can get a link to a file or folder from your Filecloud Vault and send it directly to an e-mail recipient.

Right-click on a file inside your Filecloud Vault on my.filecloud.no that you want to share.

Select FileLink


Set the options that you want in the popup window.


Enter the e-mail of the person you want to receive the FileLink

FolderLink offers an easy and secure way of sharing complete folders with people who do not have guest access to your Vault.

To create a FolderLink:

Go to my.filecloud.no
Right-click the folder you want to share
Click on FolderLink


Enter the e-mail of the person you want to be able to access your folder.
You can set a couple of different prerequisites in the following box.


You can add documents to a Vault from any email-enabled device without installing new software. Files are saved directly into a folder on any Vault, as long as your file is sent as an email attachement.

The recipient email address is: inbox@yourVaultname.filecloud.no.
This address is case sensitive.



Avoid using special characters in the filenames of attachments (©,¨, etc…)
There can be a delay depending on the speed of your SMTP-server.
Did your Vault – where you emailed the files to – reach the status ‘InSync’?
When mailing to a folder please make sure this folder already exists on the fileserver.


For some reason, your Vault are no longer able to synchronize. The Vault will show the status “Action Required” next to it on your Filecloud Dashboard.

You can see the error details in the file sync log:

Click on the dropdown menu next to your Vault.
Select show sync log.

Sometimes copying the file listed in the error message and renaming it solves the problem.

It is important to keep your Vault in sync. If none of the above troubleshooting tips help you, please contact our support team.

Conflicts happen when a file or directory has been modified both on server and client. At the initial sync, Filecloud will build up an archive. This is basically an index of your Vault, containing a unique fingerprint of each file, and its properties.

This happens on both client and server side. The archive is updated at every sync. At the start of every sync, during the “Looking for changes” status, Filecloud will compare each file to the fingerprint that is in the archives. Based on that, we can detect whether the file has been changed, deleted, added.

Conflict Types:

1. File Conflict

During file synchronization a file conflict occurs when a file has changed in both locations (source and target) since the last sync, making it difficult to determine which version should be left unchanged and which version should be updated. For example, if you’ve changed a document on your desktop computer since the last synchronization and also made a different change to the same document on your laptop, a file conflict will occur.

2. Folder Conflict

A directory conflict is always a conflict where a directory has been deleted on one end, and changed on the other end. 
This change can be one of the following (or a combination):

New file added
File changed
File Properties changed

How Filecloud handles conflicts:
The nature of our service (i.e., off-line availability of data) does not allow for actual “file locking”. Thus, when a conflict arises, the Filecloud software will pop-up a conflict resolution window to help the user to decide upon the most suited resolution: create a new version, overwrite my/her/his version, etc.
In any event, “conflicts” never pass unnoticed.

This happens when you want to sync a file to a folder that has been removed or renamed. You can solve this by saving the file to a different location or by putting the folders back to their orignal location or name.

Filecloud is not able to synchronize duplicate files that have the same name but differ only in case.
Filecloud for Mac OS X creates a Vault based on a case sensitive Filesystem that allows creation of duplicate files with a difference in case. 
Example: A file called “My report.doc” exists on your Filecloud Vault. You open the file for editing and save it as “my report.doc”. Filecloud detects this file and will alert you that this file cannot be synchronized.

Solution: Rename or remove the duplicate File from your Vault.

Filecloud is not able to synchronize files with filenames containing invalid characters. 
On the Windows platform there are a couple of characters which aren’t allowed in filenames.
E.g. the following characters are not allowed on Windows:

\ / : * ? ” < > |

You create a file with a date stamp to organize your files. E.g. on the Mac OS, you will have a file named “09/03/2009 Status Meeting.docx”. When you try to access the fileserver to check out the meeting report on your Windows pc, you will find that it is impossible to download the file because of the “/” characters.

The solution is to rename the file on the device that uploaded the file.

If your dashboard is displaying “In Sync” then you are synchronized with our cloud and the Filecloud icon in your system tray should be green. You always want to be in this state when you have Filecloud running and are connected through the internet so that you can work with the latest changes of data.

Because of a limitation in Microsoft Windows which does not allow to create paths that are longer than 256 characters, you might get this notification when syncing data from our servers to your local Vault.
Filecloud adds an extension to the path/file when it is being synced down to your local Vault, for as long as the synchronisation is not complete. When the synchronisation is finished, we rename the file/path to its real name.
However, adding the extension can exceed the path length limitation in Windows and your computer will refuse to create the (temp) file, causing the synchronisation not to work properly. The only work around for this is to shorten the filename.

If your dashboard is displaying “No Access”, you will not be able to connect to the Filecloud cloud. This usually happens when a license is unpaid.
Please contact our support team to resolve this problem.


Filecloud Dashboard

Select Vaults from your dashboard menu.
Click New Vault.


Name your Vault.
Vault names are unique like email addresses – no two people can have the same name.
Select the Drive letter (This can be changed at anytime).


Login at my.filecloud.no
Click on Add Vault.


Name your Vault.

You can change the driveletter of your Vault via the Vault properties:

Click on the dropdown menu next to your Vault and select properties.


Select the driveletter that you want and click OK.


Log in at my.filecloud.no
Select the Vault.
Go to Users & Permissions.
Click Change Vault Admin.
Fill out the emailaddress for the new Vault admin.


The Vault size that you see on my.filecloud.no is the total amount of uploaded data. It is possible of course that locally your Vault size is different than what you see online, if the Vault is not fully in sync yet on that local machine.

Log in at my.filecloud.no
Select the Vault.
Go to properties.


Group Vault is a Vault that is created by your Managed Users. You can have a complete Vault overview (your own and the Group Vaults):
Login at my.filecloud.no
Click the manage button.
Click Group Vaults to see the overview of all the Vaults.


If you don’t need a local copy of your Vault (due to space limitations, files that you don’t need to access to, etc) you can follow some steps to create a Vault and only have it online atmy.filecloud.no, without a local copy of the Vault.


Filecloud also allows you to connect to your Vaults via WebDAV.
That way you don’t need a local image file to access your data.
Please see our WebDAV FAQ-entry.


Create a new Vault (remember that you can create as many Vaults as you need for free).
Put the data in the Vault that you want to store online.
When the Dashboard shows “in sync”, all the data in the local Vault is also on my.filecloud.no
Next, remove the local copy of the Vault:

1. Open your Filecloud Dashboard.
2. Click on the icon next to your Vault.
3. Select remove.

This will remove only the local copy, not the Vault on my.filecloud.no

If you need access to the Vault later on, you can re-add it to your Dashboard or access the data directly via the web interface at my.filecloud.no

A Filecloud subscription allows you to create an unlimited number of Vaults. Note, however, that there will be a technical limitation to the number of Vaults you can sync to your computer as the drive letters are filled up.

If you need more Vaults than you have available drive letters then it is possible to “suspend” select Vaults from your dashboard so they do not take up a drive letter.

While a Vault is suspended it is not synced but it can be unsuspended at a later date so the sync process can proceed (when a drive letter is available or when you suspend a different Vault to make another drive letter available).

Login at my.filecloud.no

Select the Vault.
Click on Users & Permission.
Check the Read Only-option.


If you remove your Vault from my.filecloud.no, it is removed permanently.

Login at my.filecloud.no
Select the Vault that you want to remove.
Go to properties and select remove Vault.


Confirm that you want to remove the Vault.

When removing a Vault by clicking the remove button in your Dashboard, you are only removing it from your own computer – NOT from the server.

The Vault will still exist for the people you invited, as well as on any other computers which have the Vault installed. The Vault and the data will also be present on our servers.

If you want to remove your Vault permanently, you can log in at www.my.filecloud.no and remove the Vault from there.

Removing a Vault locally

Open your Dashboard and click on the dropdown menu next to your Vault.
Select remove.


Removing a Vault online (permanently)

Login at my.filecloud.no
Select the Vault that you want to remove.
Click Properties -> Remove Vault.


Filecloud imports Vaults by creating an encrypted virtual drive in Windows Explorer or on the Mac OSX Desktop.

This means that the local image-file which contains all data will be mounted in your OS. When something goes wrong during this mounting procedure, the Filecloud notification pop-up window will show.

Possible Solutions:

Disable your virus scanner.
Reinstalling Filecloud over your current installation (will reinstall the drivers which mount your local data file).
Attaching the external storage drive where your data file is stored on.
When installing Filecloud on Mac OSX, be sure to install and run it from the administrator account.

If you receive the message “Vault label is already in use” when creating a Vault it is because the name you are trying to create has already been taken.

Vault names have to be unique just like an email address.


You can find the exact WebDAV URL for your Vault on my.filecloud.no

Select the Vault that you want to connect to via WebDAV.
Go to properties.
In the Vault properties you will see the WebDAV Url.


Click on Start -> Computer


Click “map network drive”


Fill in the location and the Vault that you want to connect to. Be sure to check “connect using different credentials”.

Fill out your username and password.


When your WebDAV is responding slowly on your Windows system, try the following:

1. Start Internet Explorer.
2. Click Tools, and then click Internet Options.
3. Click the Connections tab, and then click LAN Settings.
4. De-select Automatically detect settings.
5. Click OK.

In Windows 8 / Windows 10 you can access the “Map network drive” option by opening an Explorer window, right clicking the “Network” icon and selecting “Map network drive”


Adding another account to the Dashboard

1. In the menu bar of your Dashboard, click on Account.
1. Click “Add Acount”.
2. Enter your email information and create a password.
3. Complete the account information.


Automatically login to your account.

You can automatically login to your account, when starting the Filecloud Dashboard, by selecting “Remember Me” at the login screen.


Changing your email address

1. Log in at my.filecloud.no
2. Go to Personal Settings.
3. Click change email address.


4. An email will be sent to yor email address as confirmation.
Once confirmed, your login to my.filecloud.no will change to your new email address.




1. Open your Filecloud Dashboard.

2.  Click on the dropdown arrow next to your Vault.

3.  Click “Rename”  and choose a new unique name.


Adding a revision of a file

To add a revision or backup from one specific file:

1.  Visit my.filecloud.no and log in with your credentials.
2.  Select the arrow next to the filename and click ‘add revision’.
3.  Write a comment if needed and click the ‘create’ button.


After installing Filecloud as a new customer, you will receive a confirmation email in  your mailbox.

You simply click on the “Confirm your account” link to verify your email address and validate your account.

If you don’t receive a confirmation email please check your spam folder.

You can also resend the email using the reminder popup when signing into the Filecloud Dashboard.

1. Go to my.filecloud.no

2. Fill out your Filecloud-account email address and click next.


3. Click the forgot your password link and fill in your email address.


You will receive an email with instructions how to reset your password.  Be sure to check your spam folder if you don’t receive the email.

To auto hide the Dashboard when Filecloud starts:

1. Go to the menu bar.

2. Tools –> Options

3. Select “Always hide Dashboard when starting up Filecloud” checked.

4. The next time Filecloud Dashboard starts it will immediately go to your task menu.


Low local disk space warning.

When there is not enough room left on your local disk, where your vault image is stored, you will see the following notification:


You’ll also see that you are unable to sync in your Dashboard, the status of the Vault that’s located on the disk with low local disk space will also change:


To get your Vaults syncing again, either free up local disk space, or move the Nomadesk image file to another disk (or partition) with more space.

Free up local disk space

Take a look on your local disk for any data, temp files,etc that you don’t need anymore and remove.  Remember to clean out your trashcan too.

Once you have freed up enough disk space, you have to wait a few minutes for a disk space check, or you can manually trigger the check.

1.  Open your Filecloud Dashboard.

2. Tools –> Options

3. Under Check for local free disk space click the Check Now button.


Move the Filecloud image file

1. Open your Dashboard

2. Click on the drop down menu next to your Vault name and select Properties.

3. Change the Data location path to the desired location.

Additional Remarks

The lowest (and default) setting for the threshold is currently 5% of free local disk space.  You can change this manually to 10, 15, 20  or 25%.

1.  Open your Filecloud Dashboard.

2.  Tools –> Options.

3.  Under Check for local free disk space, select the value that   you want from the drop down menu.


A Filecloud notifier message is shown at the bottom of your screen which will alert you that the Vault has been removed. You do no longer have access to the vault and the Vault is not shown in Windows Explorer/OSX Finder. The Vault has also disappeared from your Filecloud Dashboard.

Possible causes:

1. The Group Manager removes you from his guests list.
2. TheftGuard was activated. The computer was reported as stolen. If somebody (it could be you because you retrieved your computer) would be able to logon to Filecloud on your computer, the data will be destroyed locally. You can simply install Filecloud on another computer, continue working and be assured that no unauthorized persons will be able to access your data.

Note: A Vault can only be permanently deleted via the my.filecloud.no and only by the Group Manager. If a Vault was mistakenly permanently deleted via my.filecloud.no, contact our support team as soon as possible.
The Group Manager of the Vault revoked your access from the Vault: If this is a mistake, contact the Group Manager and ask him to reinvite you. The data on the fileserver will be synchronized to your computer when this is done.




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