The Spideroak Help Manual

The SpiderOak Help Manual

Contents I. Getting Started ...... 3 a. SpiderOak Support ...... 3 b. Download SpiderOak and set up your first device ...... 3 c. Select your data for backup ...... 4 d. Manage and access your data ...... 8 e. Setup your first sync ...... 12 f. Create a ShareRoom ...... 14 g. Restoring data ...... 17 h. Preferences overview ...... 19 II. SpiderOak Encryption/Zero Knowledge ...... 23 III. SpiderOak Mobile ...... 24 IV. SpiderOak On Linux ...... 26 V. The Command Line ...... 27 VI. Backup ...... 28 a. What can be backed up? ...... 28 b. Deduplication & Compression ...... 28 c. Historical versions ...... 29 d. Exceeding space and how to purchase more space ...... 29 VII. Sync ...... 32 VIII. Share ...... 33 a. What is a ShareRoom? ...... 33 b. How does ShareRoom encryption work? ...... 33 IX. Managing Your Account ...... 34 a. The Status Tab ...... 34 b. The storage bar and your space used ...... 34 c. The account window ...... 34 d. How to add additional devices to your account ...... 35 e. Restoring existing devices ...... 36 X. The Deleted Items Bin ...... 38 XI. The SpiderOak Website ...... 39 XII. Security And Access ...... 41 a. What do I do if I lose my password? ...... 41

b. What happens when SpiderOak closes your account? When is your data purged?...... 41 c. What happens if SpiderOak gets sold or goes out of business? ...... 41 d. What to do if your laptop is lost or stolen ...... 42 e. Data center locations/redundant storage ...... 42 XII. SpiderOak Hive ...... 43 a. Locating your SpiderOak Hive ...... 43 b. Using your SpiderOak Hive ...... 43 c. Disabling SpiderOak Hive’s ability to Sync ...... 43 d. Deleting your SpiderOak Hive ...... 44 XII. SpiderOak Support ...... 45

I. Getting Started a. SpiderOak Support i. Please contact SpiderOak directly for any support related issues or questions. Email: [email protected] b. Download SpiderOak and set up your first device i. Create your account 1. To create your account on SpiderOak, please go to the Join SpiderOak signup page: https://spideroak.com/signup/staples . Enter your name, create a Username and Password, enter your email address, and enter the promo code that was provided to you by the Staples Store. Your username and password need to be less than 256 characters and contain only ASCII characters. Curious about how we retain ‘zero-knowledge’ privacy while password creation happens on the web? Visit our “Engineering Matters” section on https://spideroak.com/engineering_matters for more details. 2. If you received a promotional code enter it in the Promo Code box. 3. Press Join Now . You’re now ready to download the SpiderOak program on your first device. ii. Download SpiderOak 1. After you’ve created your new account, you’re ready to download the SpiderOak application on any computer you would like to backup. (Please Note: At the present time you may not backup/sync any items from your mobile devices to SpiderOak. The SpiderOak Mobile application is only for viewing your uploaded data and/or the contents of your ShareRooms or the ShareRooms of other SpiderOak users. To begin backing up / syncing / sharing your data you must first install SpiderOak on a computer. ) 2. After you click Join Now , a window will pop up prompting you to download the correct version of SpiderOak. Press Save Now to save the installer file to your system. a. If the window does not pop up prompting you with the correct version, click the red Download Now. This will open up the download window with the correct version of SpiderOak. b. If this window does not offer you the correct version of SpiderOak, click the Software Download link in the side bar to choose the correct version of SpiderOak manually. For Linux users, if you do not see your Linux distribution offered, email support at spideroak.com to ask which version of the program will be most compatible with your operating system. 3

iii. Run setup on your computer 1. When the download completes, please open the SpiderOak installer file to begin setting up SpiderOak on your computer. Read carefully and then choose to accept the terms and conditions. 2. When you’ve finished installing the program on your computer, choose ‘Run SpiderOak Now’ to begin Syndication on Windows. If you’re on a Mac or Linux machine, manually open SpiderOak. 3. Choose ‘Create 1 st Device’. a. What’s a device? A device name is like an electronic name tag you assign to a physical computer. SpiderOak associates all files uploaded from the device and all preferences with this device name. You can set different physical computers as this same device, but only one computer can connect as a particular device at a time. i. For example: Let’s say you add one computer to your account and make the device name “Frank.” When you add a second computer to your SpiderOak account, during setup you will be given the option to reinstall this computer as an existing device. You can choose to install Computer 2 as “Frank”, but once you do so, Computer 1 will no longer be able to connect to SpiderOak servers until it is reinstalled as a new device. 4. Enter your username and password. 5. Create a password hint. We strongly recommend that you create a hint in order to help you remember your password. IMPORTANT NOTE: If you lose your password you will lose access to your account. We cannot recover or reset your password for you, even in emergencies. c. Select your data for backup i. What data should you back up? 1. SpiderOak is designed to backup select data rather than your entire computer. When selecting your folders/files for backup, make sure to never backup anything you don’t recognize. a. Never backup system or application data, such as the System32 folder on Windows computers. This data is time sensitive, and restoring an older ‘saved’ version could harm your computer. We advise you to never backup these files. b. We don’t recommend backing up any applications or information created by these programs, such as temp files. In general, you should not worry about any data that can be easily replaced, like applications. 4

c. It’s not usually necessary to backup an entire directory (such as ‘C:’) unless you are certain you want everything in this directory backed up to SpiderOak. If you select an entire directory, you are probably backing up a lot of unnecessary files which will take up space in your account. d. SpiderOak will not backup shortcuts, aliases, ‘symlinks’ or placeholders for files that are located elsewhere on your system. These files will be ‘greyed out’ and cannot be selected in the ‘Back Up’ tab. ii. Instructions for selecting files 1. Unlike other backup and synchronization programs, SpiderOak allows you to leave your folder structure intact and choose which folders and/or files you wish to backup. Select the Backup tab in the SpiderOak program. You now have the choice of using the ‘Basic’ setting (selected by default) or the ‘Advanced’ setting. i. The Basic Setting: The Basic setting allows you to select what type of files you would like SpiderOak to backup. You can choose to backup your Desktop, Documents, Movies, Music, or Pictures. Choosing one of these categories will cause SpiderOak to backup the default location for these files rather than all files of a particular type. For example, if you select to backup ‘Pictures’, SpiderOak will backup the default pictures storage location for your computer, such as ‘My Pictures’, and all its contents. This doesn’t mean that SpiderOak will search your system and backup all image files. 1. Check all categories you wish to include in your backup 2. Make sure the estimated size of your backup, shown in the storage bar at the bottom of the window, does not exceed the space available in your account 3. Click ‘Start Backup’ to begin the upload process b. The ‘Advanced’ setting allows you to move through your file hierarchy and select specific folders and files for backup. If you select a parent folder, all subfolders and their contents will be backed up as well. i. Use the plus (+) and minus (-) signs to expand or collapse directories to locate the data you wish to backup.

ii. To select a file or folder for backup, place a check mark in the box next to the folder or file iii. When you have selected all the data you would like to backup, click ‘Save’ in the menu bar to begin the backup process iii. How to set exclusions a. If you do not want to include specific types of files in your backup or you wish to exclude files or folders with a certain word in the filename, you can do so in the Preferences window. b. To set these exclusions, click the Preferences button in the upper right corner of the SpiderOak application window. c. Select the ‘Back Up’ tab. d. If you wish to restrict the size of files in your backup, check the box next to ‘Don’t backup files larger than (X)’ and enter the size restriction in MB e. If you don’t want to backup files older than a certain date, check this box and enter the number of days. Please note this preference only works for files that are not yet a part of your backup set. This preference will never purge files which you have already backed up, including historical versions. f. To exclude files or folders with a certain word or phrase in the filename, you will need to set a wild card exclusion. When you are selecting a wildcard to exclude certain directories, you must make certain that you include an asterisk (*) where appropriate. i. For example, to exclude all files or folders that END with the phrase ‘stuff’, add the wildcard exclusion: *stuff 1. If you type this in ‘Exclude files matching wildcard’ field, this tells SpiderOak to exclude all files that end with the phrase ‘stuff’ regardless of what other text is in front of the file. If you type this in the ‘Exclude folders matching wildcard’ field, SpiderOak will exclude all folders ending with ‘stuff’ 2. To exclude a file or folder that has ‘stuff’ anywhere in its file name, enter the exclusion: *stuff* a. To exclude a particular type of file, such as temp files, type an asterisk followed by the file type in the ‘Exclude files’ field. To exclude temp files, you would enter the wild card exclusion: *.tmp

b. If you do not include any asterisks in your wildcard, SpiderOak will only exclude those files and directories which exactly match what you have entered. iv. How to pause or stop a backup 1. If for any reason you need to stop your backup before it completes, choose the Status tab and click the ‘Pause all Uploads’ button. This will indefinitely pause the uploads process. To resume, click the ‘Resume Uploads’ button. 2. If you close SpiderOak before your upload completes and/or log out of your computer, your backup will pause until you reopen the program. SpiderOak can only upload your files when you are logged in and SpiderOak is open (this includes if the program is minimized or running in the background). When you reopen the program, your backup will resume where it left off. v. How do I know when my backup is finished? 1. The Status tab gives you an estimate of how much of your backup has completed and what remains. a. The Overview tab shows how many items you have already uploaded and how many remain. b. The Queue tab shows you what files are in line to be encrypted and uploaded to the SpiderOak servers and how much progress has been made on each c. The Actions tab lists all actions that SpiderOak is taking: uploading, scanning, syncing, etc. d. The Log tab shows you which files have been uploaded to SpiderOak. Note that the information on this tab resets each time you close SpiderOak, so it only displays files which were uploaded since the last time you opened SpiderOak. e. The Stats tab gives you a summary of how much data is present in your account and where it is located. Press the ‘Generate stats’ button to display these estimates. 2. The View tab displays all of the data that you have currently backed up to SpiderOak. Data here is displayed in the same format as it is shown on your computer. You can find specific files by clicking the plus (+) and minus (-) signs to open and collapse folders. For more information on the View tab, please see MANAGE AND ACCESS YOUR DATA . vi. Navigating the Back Up tab: A pictorial guide to the Backup tab 1. The arrow keys: When navigating your file system, use the arrow keys to move between your current and previous folder views. For example, if 7

you double click to view the contents of a folder, use the back arrow key to return to your previous view. 2. Hide/show hidden folders/files : SpiderOak does not display ‘hidden’ or system files by default. If you have selected a folder or directory that contains hidden folders, SpiderOak will back them up automatically but not display them in the View tab unless this option is selected. If you see files or folders you don’t recognize, try toggling this button to see if they disappear. 3. Undo : reverses your most recent action, such as selecting or deselecting a file 4. Save: saves changes made to your backup selection 5. Start search: searches your system for specific files or file types 6. Close search : closes the search view and returns to normal view 7. Basic/Advanced : toggles between the ‘Basic’ and ‘Advanced’ selection screens d. Manage and access your data i. The View tab 1. All data you’ve uploaded to SpiderOak can be found in the View tab. To download any of your data, select a file or folder and press the ‘Download’ button. You can choose whether to download your file to its original location or to any other folder of your choice. 2. To access data you’ve uploaded from other devices, click on the name of the device in the Devices List or in the main screen. This will display the data you have uploaded from other devices. ii. Accessing your data on the SpiderOak website 1. You can also access your data online using the SpiderOak website. To access your data or account details online, click the My Login link on the SpiderOak website. On the My Login page, enter your username and password in the appropriate fields and click the Login button. 2. REMEMBER : You will not be able to login to the website until you have initially setup SpiderOak on a computer and uploaded data to your account. 3. Please Note: Accessing your data through spideroak.com will temporarily allow SpiderOak employees access to your password. Because of this, we discourage entering your password online for users who wish their accounts to remain ‘zero-knowledge’. For more information see our Security section. iii. Download data from the SpiderOak website 1. You can use the SpiderOak website to access data from all devices which are a part of your account. Please note: Devices that have been deleted 8

from your account or which have not yet uploaded any data will not appear when accessing your account through the SpiderOak website. 2. To download data from the website, click the name of the device where the data is stored. Opening a device and/or folder may take a few minutes, especially if it contains there a large amount of data. When you find the file or folder you wish to download, click the Download button and choose where to save the file on your computer. iv. Manage your account settings from the SpiderOak website 1. The Home tab is the default tab which displays your account stats and allows you to view and download data from your devices 2. The Devices tab displays information about the devices listed on your account including the last login date and recent activity. a. The Deauthorize button cuts off access to the SpiderOak servers from a device. If you lose a device or it is stolen, you should immediately deauthorize it so that no one can use it to access your account. Deauthorized devices can only be re-added to your account as a new device. For instructions, see Adding devices to your account. b. The ShareRooms tab lists active ShareRooms on your account and their creation date. You can click on the name of the ShareRoom to access the share itself. For instructions on creating a ShareRoom, see How to Create A ShareRoom . c. The Account tab allows you to view and change your plan and your billing information i. To change your plan or purchase more space, click the Buy More Space button. For instructions on what plan you should buy, see Upgrade your Account ii. To change your credit card information or billing address, click Edit next to Credit Card/Billing Address. iii. To change the email address associated with this account, click Edit next to ‘Email Address’. iv. To cancel your account, click the red Cancel Account button. This will close your account and purge all data from SpiderOak’s servers. d. If for any reason you need to reopen a closed account, please contact SpiderOak Support immediately. e. The Logout tab logs you out of your SpiderOak account online. v. How to delete data 1. To remove data from your SpiderOak account, select the files or folders you wish to remove and click the ‘Delete’ button. 9

2. Click ‘Remove’ to confirm that you wish to remove the data from your account. This will permanently remove the data from your dataset and free up the corresponding space in your account. a. Please note that deletions do not occur immediately because they must go through the queue in order, just as uploads do. If you are trying to delete data to free space in your account because you have exceeded your space limit, see Exceeding Your Account Limit. b. Your storage used might not immediately reflect the deletion of your files if the SpiderOak servers have not yet updated your account information. Depending on your connection speed and server traffic, it might take several minutes for your storage space to update. If after closing and reopening SpiderOak you still do not see the storage space reclaimed, contact SpiderOak support. vi. Remove a device from your account 1. To delete a device, select the name of the device from the Device list to the left of the program window. Press the ‘Delete’ (red ‘X’) button and then confirm that you wish to purge this device and all its contents. Purging a device will remove the device and all associated content, freeing the space previously used by this device. 2. If at any time you would like to re-add this computer to your account, you will not be able to add it as the same device. SpiderOak does not allow you to reuse a previously used device, even if the device was deleted. To re-add this computer or a new one, select ‘Adding new device’ during the installation process and choose a new name. 3. Please note: The purge transaction must go through the queue and your storage total might not update itself immediately. See Removing files/folders from SpiderOak vii. Historical versions 1. What are historical versions? a. Each time you modify a file in your backup set, SpiderOak saves the changed file as a new ‘version’ rather than overwriting the existing file. The previous version of your file then becomes a historical version. b. Historical versions only include the information that differs from the previous version; the rest of the file information deduplicates. Most historical versions take up little additional space in your account. For more information see Deduplication . c. Documents that have historical versions saved will be followed by a number in parentheses which indicates how many historical versions SpiderOak has saved For example: file.doc (3)

2. How to delete historical versions a. To delete a historical version, first click on the file. A window will slide out from the right displaying all of the file’s historical versions, including the date the version was saved and its size. Highlight any of the files and then click the 'Delete' (red ‘X’) button to remove the versions from your account. (To select multiple files, hold down the Control key and click which files you would like to remove.) b. You can also purge historical versions from the command line. For instructions on how to do so see please How to purge historical versions from the commandline. viii. Change how often SpiderOak scans for changes or additions to your backup set 1. You can change how often SpiderOak scans your system for changes to your backed up files. The default setting is ‘automatic’ which means that a directory watcher process is constantly running in the background - waiting for changes to your system. 2. To change your scan settings, open the Status tab and select Overview. In the Backup section, click the ‘Change’ button. This will open the Preferences window. a. You can set your scan to run as frequently as once every 5 minutes to as infrequently as once a week. The more often your system is scanned, the more up to date your backup will be. b. Please be aware that you can set a specific time for the backup to begin, but you cannot set an ‘end time’. The backup will continue to run until it completes or you close SpiderOak. c. Even if you set the scan to run at a particular time each day, SpiderOak must be open in order for the program to scan your system and back up files. d. Regardless of your scan settings, SpiderOak will scan your entire backup set every time you open the program. This is to ensure that no changes have been made to your files while the program was closed. e. You can also access your scan settings by clicking the Preferences button in the upper right corner of the SpiderOak program window. Select the ‘Schedule’ tab to change the scan frequency. ix. Navigating the View tab 1. Arrow buttons : When navigating your file system, use the arrow keys to move between your current and previous folder views. For example, if you double click to view the contents of a folder, use the back arrow key to return to your previous view 11

2. Display full paths : Toggles between showing the files and directories which you have backed up to SpiderOak or showing the entire path of a file, even if this path includes folders which are not backed up to SpiderOak. For example, you have this path on your computer: C:>Documents>School Documents. Of this path, the only folder you have selected for backup is ‘School Documents’. With display full paths turned ON, you will see the entire path listed in the View tab, even though neither the C: directory nor the parent folder ‘Documents’ are backed up to SpiderOak. With display full paths turned OFF, you will see only the folder ‘School Documents’ listed in the view tab. 3. Download: Downloads selected files or folders from your backup to your local computer. 4. Remove : Removes selected files or folders from your SpiderOak backup. This WILL NOT remove the copy of the file saved on your local drive. Instead, it will only remove the backup copy from your SpiderOak account. Data removed from your account is NOT sent to the deleted items bin. 5. Rename: Rename a device within SpiderOak. To enable this feature, highlight a device and then click on ‘Rename’. 6. Changelog : Displays the list of modifications made to a folder and its contents. 7. Merge: Performs a one time sync operation between two or more folders and makes their contents identical. When you click the ‘Merge’ button, SpiderOak will launch a window that walks you through the Merge process. Select the two or more folders that you wish to merge and then select an Output folder where the merged data will be sent. SpiderOak will then merge the folders on your old and new devices, saving only the newest versions of your files and deleting duplicate data. 8. Link: Creates a URL with direct access to the file. The file will remain available at the posted URL for three days due to security reasons. 9. Download Manager: Displays a list of files which are currently downloading or have been downloaded since the last time SpiderOak was opened. e. Setup your first sync i. What does sync do? 1. Sync is an automatic process that can keep two or more folders in different locations identical. Any change that you make to a folder that is synced will automatically be replicated to all other computers or folders which are a part of this sync. 2. You can sync folders which are on different physical machines or in different locations on the same computer. 12

3. A single sync can synchronize data between two, three, four, or more computers. Any sync you create will appear on all of the computers that you have included in the sync. There is no need to create the sync on each computer. ii. Create a sync 1. First, back up the all folders you wish to synchronize. 2. If you are using Sync to send files from an existing folder to another computer, create a new folder with the same name on the computer where you are sending the files. Next, select the new folder for backup. 3. Open the Sync tab on SpiderOak and select ‘New’ to create a new sync. 4. Enter a name and a description (optional) and then click ‘Next’. 5. Click Browse to choose the folders you wish to add to the sync. a. Click on the arrow next to the name of the Device to expand the device and view all its saved data. b. When you find the folder you wish to sync, click ‘Select’. c. Do the same for the second folder you wish to sync. d. To add a third folder (or additional folders), click the red plus sign below your selected folders and another folder selection box will appear. You can sync as many folders as you want on as many different machines as you have connected to SpiderOak. e. Remember that you cannot select individual files for sync , only folders. If you try to select a file, the ‘Next’ button will be greyed out. If you only wish to keep a single file in sync, create a new folder of the same name, place the file inside this new folder on each computer in the sync, and select these folders to synchronize. 6. When you have finished selecting the folders you wish to keep in sync, click ‘Next’. 7. Choose any files or types of files that you don't want to be included in the sync. For instructions on excluding files and file types, see Excluding Wildcards . When you have set your exclusions, click Next. 8. Verify that you have included all the folders you want in the Sync. 9. Click ‘Start Sync’. SpiderOak will immediately scan these folders to determine what data needs to be downloaded or modified to the most recent version. When the sync completes, all folders in the sync will be identical. iii. Set how often you want sync to run 1. You can change how often SpiderOak synchronizes your data. The default setting is ‘Automatic’ meaning as soon as SpiderOak completes backing

up any changes to your backup set, it will immediately replicate these changes to synced folders. 2. To change your sync settings, open the Status tab Overview. In the Sync section, click the ‘Change’ button. This will open the Preferences window. 3. You can set your sync to run on the same schedule as your backup or less frequently. The sync operation may not be set to run more frequently than your backup because SpiderOak must be able to verify that you have the most current version of all files before syncing them. Please be aware that the sync will not be able to run before the backup completes, and you may not set a stop-time for a sync. Like backup, the sync will continue to run until it completes or you close SpiderOak. a. SpiderOak must be open on your computer in order for the sync to run. If you make a change to a file while SpiderOak is not running and/or the sync folder is not set to scan, the changes will not be replicated to the synced folder until SpiderOak is running and/or the scan time has elapsed. The program will then scan for changes, upload new information, then download changes made to your synced data. 4. You can also access your sync settings by clicking the Preferences button in the upper right corner of the SpiderOak program window. Select the ‘Schedule’ tab to change the sync frequency. iv. How do I tell if sync is working? 1. Please be aware that SpiderOak will first complete backup operations prior to starting a sync. 2. On the Status Overview tab , the sync icon will revolve while a sync is taking place. 3. The queue will also list all actions which are in progress, including uploads, changes to your backup selections, and syncs. v. Edit an existing Sync 1. You can edit an existing sync by going to the Sync tab and either double- clicking on the sync name or highlighting the sync name and clicking the ‘Edit’ button. To delete a sync, select the sync name and click the ‘Delete’ button. NOTE: This will not delete any data in the sync; instead, it will stop the process by which SpiderOak keeps these folders identical. f. Create a ShareRoom i. What is a ShareRoom? 1. Even though all your data is stored encrypted, you can carefully and selectively allow portions of your SpiderOak Network to be shared with family, friends, colleagues, or clients. You can create a ShareRoom by 14

choosing any number of folders from several of your computers. A ShareRoom may be accessed as a unique web URL or by entering a user's ShareID and RoomKey on the SpiderOak homepage, easily allowing people you invite to view your documents, pictures, movies, and so on. As you make additions or edits to the folders within a ShareRoom (no matter what computer those changes are made on), the changes are automatically viewable to those who have access to the ShareRoom. ii. How do ShareRooms work? 1. SpiderOak stores your data using a nested series of encryption keys. This allows SpiderOak to make any specific folder or file public without exposing any of the other data you have backed up. iii. How to create a ShareRoom 1. First, backup the folder you are interested in sharing. For more information see ‘Select Your Data For Backup’ 2. Open the Share tab and click ‘New’. 3. Create a name and RoomKey for your ShareRoom and click ‘Next’ a. A RoomKey acts as a password for a ShareRoom. It can be as long or as short as you like. Users enter your RoomKey and ShareID in the Share Login at SpiderOak.com to access a ShareRoom. 4. Enter a description (this step is optional) 5. Select a folder from your backup set to share, then click Next a. You A ShareRoom may only consist of cannot select individual files to place in a ShareRoom. You can only select folders to share. If you wish to share a single file, you may use the Single File Sharing link generator ( see Single File Sharing) on the View tab b. To share additional folders, click the plus sign which appears below your selected folder. This will allow you to add as many additional folders to your share as you wish. c. If you select a folder but the ‘Next’ button is greyed out, the folder you have selected is not a part of your SpiderOak backup set. The entire path of your files is displayed, including parent folders which might not be backed up to SpiderOak. For example, you have this path on your computer: C:>Documents>School Documents. Of this path, the only folder you have selected for backup is ‘School Documents’. You will see the entire path listed when you select a folder to share, even though neither the C: directory nor the parent folder ‘Documents’ are backed up to SpiderOak. If you try to select ‘C:’ or ‘Documents’, the ‘Next’ button will be greyed out and unclickable.

6. Verify that your ShareName, RoomKey, Description, and the data being shared are correct. If you need to make any changes, click ‘Back’. 7. Click ‘Start Share’ to create the ShareRoom. iv. How to access your ShareRooms 1. Using the unique URL a. The unique URL generated when you created a share is a secure way to access your ShareRoom. SpiderOak uses https and other measures to ensure sharing is done in the most discreet and secure way. b. You can share this URL with anyone at your discretion. The invitees will be able to see the name of the person sharing, the name of the share, the RoomKey (in the URL itself), and all files and folders in the share c. Invitees DO NOT need to be SpiderOak users to view the contents of a ShareRoom 2. Share Login via the SpiderOak website a. You and/or your guests may also access your ShareRooms by clicking the Share Login link at spideroak.com (https://spideroak.com/browse/login/share) and entering the ShareID and RoomKey for a specific share 3. From your SpiderOak account online a. When you are logged in to your SpiderOak account online (see Accessing my Account online) , you can click the ‘Share’ tab to see a list of all your current ShareRooms. Click on the name of the Share to view the ShareRoom. v. How to edit and delete ShareRooms 1. To edit a share, click on the name of the share and click ‘Edit’. a. You are not able to change the RoomKey or the unique URL once a share has been created. If you would like to change the RoomKey, you must delete and recreate the share. b. To edit your Share ID, open the ‘Account’ window in your SpiderOak client, or, after logging into your account remotely via the My Login link at SpiderOak.com - choose the ‘Account’ tab on the SpiderOak website. Next to your current ShareID you will see an "Edit" button. Click this to reset your ShareID. 2. To delete a ShareRoom, click on the name of the share and click ‘Delete’. You cannot undelete a ShareRoom; if you delete a share by accident, you must create a new one. vi. Change how often your ShareRooms are updated

1. You can change how often SpiderOak updates the contents of your ShareRooms. The default setting is ‘Automatic’ meaning SpiderOak will first finish backing up any changes to your files and then replicate these changes to the data located within the ShareRooms. a. To change your share settings, open the Status tab Overview In the Share section, click the ‘Change’ button. This will open the Preferences window. b. You can set your share to run on the same schedule as your backup or less frequently. The share operation may not be set to run more frequently than your backup because SpiderOak must be able to verify that you have the most current version of all files before it updates the ShareRoom. i. The SpiderOak application must be open or minimized on your computer in order for ShareRooms to update. If you make a change to a file in a ShareRoom while the computer is turned off, the changes will not be replicated to the ShareRoom until the computer is turned on and SpiderOak is running. The program will then scan for changes, upload the new information, then update the ShareRoom . ii. You can also access your Share settings by clicking the Preferences button in the upper right corner of the SpiderOak application window. Select the ‘Schedule’ tab to change the share update frequency. g. Restoring data i. What do I do if I need to restore or download all of my data from SpiderOak? 1. First of all: don’t panic! Remember, all your files are safely backed up to SpiderOak. You can restore anything you need. You have a few choices how to get your data back and get started backing up with SpiderOak again ii. Downloading your data from the View tab 1. First, download and install SpiderOak on the computer where you want to restore your files. 2. Run setup. 3. During setup, choose that you are an existing user, and enter your username and password. 4. You now have two choices: you can set your computer as a "new" or an "existing" device. We recommend that you set your computer to be a "New Device." This way, SpiderOak will still have all of your old files saved under your "previous" device, and you will be able to use your 17

"new" device as a blank slate to save any new or different files separately. 5. When setup completes, open the View tab on SpiderOak. To restore your files, simply select the files you want and push the “Download” button. a. To select multiple files at the same time, hold down “Shift” when selecting files. b. SpiderOak will prompt you whether you want to restore these files to their original locations or to download them to a new location. Choosing to restore them to their original locations lets SpiderOak do all the organizing work for you: your files will be placed back in their old locations in your files structure c. If you choose to send your files to a different folder, such as your Downloads folder, you will need to manually move them to the correct locations on your file system. 6. Once your data is back in place, select your files for backup again so SpiderOak can continue providing you live backups. a. Remember that because this data is already stored on your system, all these files will deduplicate. This means the upload will complete very quickly. b. If you're trying to upload information you know will deduplicate but SpiderOak is warning you that you will exceed your space limit, please open the Preferences window. Under the "Interface" tab, please check the box which says "Disable disk space calculations". This will prevent SpiderOak from estimating how much space this data will take up in your account and giving you "out of space" messages. You can now select your data for upload, and it will deduplicate before being sent to our servers. iii. Downloading your data from the SpiderOak website. 1. First, sign in to the SpiderOak website on the computer where you wish to download your data. You will need your username and password to access your account online. 2. Click the “Download” button next to the device you wish to restore a. If you don’t want to download the entire device at once, click the name of the device itself. This will load a list of all folders and files saved from this device. b. Be sure to wait a few minutes for your files to display; the larger the device, the more time it takes for your data to display. 3. Select where to save your downloaded data, then push the download button

a. The website does not give you the option of restoring your data to its original location. You must either restore your folders to their original location one at a time, or move the data after it has been downloaded to your computer. iv. Reselecting your data for backup after it’s been restored 1. If you’ve already restored your data from another source, such as a USB, all you need to do is reselect it for backup in SpiderOak 2. First, download and install SpiderOak on the computer where you want to restore your files. 3. Run setup. 4. During setup, choose that you are an existing user, and enter your username and password. 5. You now have two choices: you can set your computer as a "new" or an "existing" device. We recommend that you set your computer to be a "New Device." This way, SpiderOak will still have all of your old files saved under your "previous" device, and you will be able to use your "new" device as a blank slate to save any new or different files separately. 6. When setup completes, open SpiderOak and select your data for backup. Remember that because this data is already stored on your system, all these files will deduplicate. This means the upload will complete very quickly. 7. If you're trying to upload information you know will deduplicate but SpiderOak is warning you that you will exceed your space limit, please open the Preferences window. Under the "Interface" tab, please check the box which says "Disable disk space calculations". This will prevent SpiderOak from estimating how much space this data will take up in your account and giving you "out of space" messages. You can now select your data for upload, and it will deduplicate before being sent to our servers. h. Preferences overview i. The SpiderOak preferences window allows you to tailor exactly what, when, and how SpiderOak backs up your data. ii. The Interface tab 1. The drop down menu next to ‘When closing SpiderOak always’ allows you to choose whether to close or minimize the program when you click the ‘X’ 2. ‘Launch SpiderOak Minimized’ will launch the SpiderOak application in its hidden form rather than displaying the application window

3. ‘Launch SpiderOak at OS startup’: select this box to have SpiderOak launch automatically each time your computer boots up 4. ‘Ask for Password at Startup’: select this box to have SpiderOak prompt you for a password each time you open the application a. Normally the application does not require you to enter the password on startup; this option provides an additional layer of security 5. ‘Show the ‘Splash’ Screen at Startup’: select this option to have the SpiderOak splash screen displayed before the program starts 6. ‘Use alternative tray animation style (black)’: substitutes a black icon instead of the orange 7. ‘Disable disk space calculations during backup selection’: Normally when you are selecting data for backup, SpiderOak estimates how much space it will occupy in your account. If the data will cause you to exceed your space limit, SpiderOak will pop up a warning message. Selecting his box will prevent SpiderOak from estimating how much space this data will take up in your account and giving you ‘out of space’ messages. i. Use this feature when you are trying to upload data that you know will deduplicate ( see Deduplication ). SpiderOak cannot perform deduplication or compression until after an upload begins: the program cannot estimate whether or not selected data will put you over your backup limit before the upload has started. 8. ‘Use Global Shortcut for displaying the SpiderOak application’: places a SpiderOak shortcut on the Desktop or other location of your choosing iii. The Backup tab 1. ‘Don’t backup files larger than _ megabytes’: If you wish to restrict the size of files in your backup, check the box next to ‘Don’t backup files larger than’ and enter the size restriction in MB. Please note that this will not affect files which are already part of your backup set; instead, it will only prevent new files which exceed the size limit from being uploaded. 2. ‘Don’t backup files older than _’: If you don’t want to back up files older than a certain date, check this box and enter a number of days. PLEASE NOTE: This preference only works for files that are not yet a part of your backup: it will never purge files which you have already backed up or historical versions. 3. ‘Exclude files/folders matching wildcard _’: To exclude files or folders with a certain word or phrase in their file name, you can set a wild card exclusion. When you are choosing a wildcard to exclude certain

directories, you must make certain that you include an asterisk (*) where appropriate. a. For example, to exclude all files or folders that END with the phrase ‘stuff’, you would type your wildcard exclusion like this: *stuff i. If you type this in ‘Exclude files matching wildcard’ field, this tells SpiderOak to exclude all files that end with the phrase “stuff” regardless of the text in front of these files. If you type this in the ‘Exclude folders matching wildcard’ field, it will exclude all folders ending with “stuff” b. To exclude a file or folder that has “stuff” anywhere in its file name, type the exclusion as follows: *stuff* c. To exclude a particular type of file, such as temp files, type an asterisk followed by the file type in the ‘Exclude files’ field. To exclude temp files, you would enter this wild card exclusion: *.tmp d. NOTE: If you do not include any asterisks in your wildcard, SpiderOak will only exclude those files and directories which exactly match what you've entered. 4. ‘Enable Preview Generation’: select this box to upload thumbnail sized previews of your files which will be displayed both in your account online and in any ShareRooms you have created iv. The Schedule tab 1. This tab allows you to set how frequently you want your backups, syncs, and shares to update. 2. You can change how frequently your backed up files, syncs, and shares update themselves. The most frequent setting is ‘automatic’ meaning as soon as a change is made SpiderOak will upload the file and then update any Syncs or ShareRooms to which the changed data belongs. a. NOTE: Neither Syncs nor Shares can be updated more frequently than the Backup setting because SpiderOak must confirm that you have backed up the most recent version of your files before updating the sync or share. 3. ‘Enable Automatic Rescan of Changed Folders’: SpiderOak will rescan a the contents of a folder as soon as a file is changed and/or added to that folder v. The Copy tab 1. SpiderOak will allow you to assign an additional location to send all encrypted data blocks. This is ‘in addition to’ and not ‘in spite of’ sending the data to the SpiderOak servers.

2. ‘Copy’ can greatly speed up restores of data as SpiderOak will check this ‘alternative’ location for encrypted data blocks prior to downloading from the SpiderOak servers. 3. ‘Copy’ can improve the speed of very large downloads or syncs when the bandwidth to your site might be a limiting factor. 4. ‘Copy’ also allows you to have confidence that your backup data remains available to you even if SpiderOak were to go out of business (although we have no plans to do so). vi. The Network tab 1. Allows for connecting via a Proxy Server 2. Allows limiting bandwidth use by the application vii. The General tab 1. ‘Disable Automatic Software Update’: Normally SpiderOak will detect when a new version of the software is available and automatically download the version to your local computer. Select this box to disable automatic updates. 2. ‘Location for folders/files downloaded through SpiderOak’: Set the default for data which is downloaded from the View tab in SpiderOak

II. SpiderOak Encryption/Zero Knowledge

Your SpiderOak data is readable to you alone. Most online storage systems only encrypt your data during transmission, meaning anyone with physical access to the servers your data is stored on (such as the company's staff) could have access to it. Or, even if your data is encrypted during storage, your password (or set of encryption keys) is often stored along with your data, thus making its easily decoded by anyone with local access to those servers.

With SpiderOak, you create your password on your own computer -- not on a web form received by SpiderOak servers. Once created, a strong key derivation function is used to generate encryption keys using that password, and no trace of your original password is ever uploaded to SpiderOak with your stored data.

SpiderOak's encryption is comprehensive -- even with physical access to the storage servers, SpiderOak staff cannot know even the names of your files and folders. On the server side, all that SpiderOak staff can see are sequentially numbered containers of encrypted data.

SpiderOak uses a layered approach to encryption, using a combination of 2048 bit RSA and 256 bit AES.

Most importantly, however, the outer level keys are never stored plaintext on the SpiderOak server. They are encrypted with 256 bit AES, using a key created by the key derivation/strengthening algorithm PBKDF2 (using sha256), with 16384 rounds, and 32 bytes of random data ("salt"). This approach prevents brute force and pre-computation or database attacks against the key. This means that a user who knows her password, can generate the outer level encryption key using PBKDF2 and the salt, then decipher the outer level keys, and be on the way to decrypting her data. Without knowledge of the password, however, the data is quite unreadable.

III. SpiderOak Mobile a. Do you have an app for the iPhone or iPad? i. Yes, we have an app that runs on both, iPhone and iPad. b. Where can I get the iOS app? i. There are two ways of getting the app: 1. The quickest way is on your iOS device a. Launch the 'App Store' app on your iPhone, iPad or iPod Touch. b. Tap the Search tab on the bottom tab-bar. c. Type in 'SpiderOak' into the search field. d. Tap the 'Download' button. 2. The second is by using iTunes on your computer. a. Launch iTunes on your Mac or PC b. On the left sidebar in iTunes, click on 'iTunes Store' just underneath the 'STORE' header. c. Once you are in the store, search for the app using the text search field in the upper right corner of the iTunes application. d. Click the download button next to the app's icon. e. Sync your device to your computer. c. Do you have an app for Android? i. Yes, we have an app that runs on Android devices. d. Where can I get the Android app? i. There are two ways of getting the app: 1. The quickest way is on your Android device a. Launch the 'Play Store' app on your Android device b. Tap the Search icon in the menu bar. c. Type in 'SpiderOak' into the search field. d. Tap the 'Download' button. ii. The second is by using your browser on your computer. 1. Launch browser on your Mac or PC 2. Navigate to the [SpiderOak App](https://play.google.com/store/apps/details?id=com.spideroak.andr oid) 3. Click the download button next to the app's icon. e. How do I view my files from the mobile app? i. Launch the application on your mobile device. ii. At the login screen, enter you're SpiderOak username and password iii. Once you're logged in you'll find a list of all your devices iv. Tap on a device that contains the file(s) you want to view and navigate to the file as you would on your computer. 24 f. What are Recent files? i. In the mobile application, you'll notice there is a 'Recents' menu option (in the tab-bar on iOS and in the top menu on Android). ii. This section populates with files that have recently been viewed by you for quick and easy access. g. What are Favorite files? How do I 'Favorite a file'? i. Favorite files that have been marked as a favorite when viewing the file; favorites are indicated by a star. ii. When you mark a file as favorite, this does two things. 1. The file shows up in the favorites tab 2. The file is available for offline viewing. h. How do I logout of my account? i. In the 'Settings' area of the app, (on iOS, in the tab-bar tap 'Settings, on Android, tap the settings menu option in the top menu) tap the logout button.

IV. SpiderOak On Linux a. Supported Linux distros i. glibc requirements 1. rpm systems a. SpiderOak (as of at least build 9900, 29-Nov-2011) requires glibc 2.9 or higher to run. This is one of the biggest dependencies that will cause SpiderOak to fail. 2. dpkg systems a. As of build 9917, the following are minimum requirements: i. spideroak depends on libc6 (>= 2.11) ii. spideroak depends on libfontconfig1 (>= 2.8.0) iii. spideroak depends on libglib2.0-0 (>= 2.22.0) ii. RedHat / CentOS 1. RHEL 5 and 6 are supported 2. CentOS 5 and 6 are supported iii. Fedora : Fedora 10 through current unstable are supported iv. Debian : Debian 6.0 v. Ubuntu : Lucid Lynx – Precise Pangolin are supported; we do not support earlier releases vi. OpenSuSE / SLES : The openSUSE project releases the distribution roughly every 8 months. SLES, or SUSE Linux Enterprise Server, is a commercial project based off of openSuSE. Both of these distributions use RPMs for package management, and use a tool called YAST to install them. vii. Slackware viii. Other 1. Arch linux: Someone with Arch is repackaging recent versions of our releases and distributing them with the default Arch repos. Anyone can install using pacman -S SpiderOak . 2. Mint: 3. The following are Ubuntu variants, so would use the Ubuntu installer: Kubuntu, Edubuntu, Xubuntu, UbuntuStudio?, Mythbuntu, Lubuntu, Cobuntu, Runtu, Sabily, Gobuntu

V. The Command Line a. Why would I want to use the command line? What is it? i. The command line is a text-only interface that allows you to give SpiderOak instructions, including some which are not typically available in the graphic interface. It can be used for SpiderOak users on headless machines who cannot access the GUI, or to run SpiderOak without the GUI on a system with a monitor. b. How to access the command line i. On Windows 7: 1. Close SpiderOak 2. Start a command prompt window by opening Start, then typing 'Run' in the Search bar. 3. Open Run, then type ‘cmd.exe’. This will launch the command prompt window. ii. On all other versions of Windows: 1. Close SpiderOak 2. Start a command prompt window by opening Start, then Run, and typing ‘cmd.exe’. This will launch the command prompt window. iii. On Mac: 1. Completely close SpiderOak, and be sure that all SpiderOak processes have closed correctly. a. Open Applications b. Open the Utilities folder. c. From here, open the ‘Terminal’. This will launch the command prompt window. iv. On Linux: Start any terminal program such as Xterm, gnome-terminal, or Konsole. c. Paths to the executable i. These are the default locations for each system: 1. On Mac OS X: /Applications/SpiderOak.app/Contents/MacOS/SpiderOak 2. On Ubuntu: /usr/bin/SpiderOak 3. On Windows: C:\Program Files\SpiderOak\SpiderOak.exe ii. In order to run a specific command, copy and paste the path to the executable in the command prompt window followed by a space and then the command. For example, this is how the --repair command will look on each platform: 1. Mac: /Applications/SpiderOak.app/Contents/MacOS/SpiderOak --repair 2. Windows 7: c:\"Program Files (x86)"\SpiderOak\SpiderOak.exe --repair 3. Other versions of Windows: c:\Progra~1\SpiderOak\SpiderOak.exe --repair 4. Linux: /usr/bin/SpiderOak –repair

VI. Backup a. What can be backed up? i. Unlimited devices: SpiderOak allows you to connect, backup, and sync as many computers as you like for no additional cost. Each device will be able to view all the data from every other device, in near real time, as your backups from each computer progress. The data is de-duplicated across all of your computers such that if you have the same photos across two machines, then SpiderOak will only count them once against your storage amount. ii. Any size or type of file: SpiderOak has no restrictions to the type and/or size of file you can select for backup iii. External drives/NAS drives/removable media: SpiderOak can back up an unlimited number of external, network, or removable drives. 1. To backup an external drive, plug in or mount the drive on a computer where SpiderOak is installed. 2. The drive will appear as a letter drive in your file hierarchy under the Backup tab a. If the external drive does not appear immediately, please wait a few moments, or close and reopen SpiderOak. When the program reopens, the external drive should appear. If you still cannot access the external drive, please contact Support. 3. You must select specific data from the drive as opposed to the entire drive. Once the data is selected, you can save the new backup selection. SpiderOak will update changes made to files from the removable drive each time you reconnect it to your system while SpiderOak is running. a. If your external/removable drive is mounted in the default location, such as under /media/, SpiderOak typically knows that this is a removable drive and will not move data from the drive to the Deleted Items bin if the drive is disconnected. b. Deduplication & Compression i. SpiderOak deduplicates the files in your backup set at the file level and at the block level. A ‘block’ can be understood as the smallest iteration of a file in its preparation for backup. In practice, this means if you have two copies of the same file, the 2nd (or 3rd, or nth) copy will consume very little additional space in your SpiderOak account (if only small portions of the files have changed from version to version). As an example, if you add one more page to a 10-page document, SpiderOak might only use a very small amount of additional space to add that last page. ii. Due to our deduplication, we routinely see people with more than 100gb of data spread across a few computers easily de-duplicate down to 60-50gb. iii. When appropriate, SpiderOak also compresses your files before encrypting them for backup, which saves you additional space. SpiderOak automatically detects 28

which types of files can be compressed and does compression on the fly while building new backup transactions. c. Historical versions i. What are historical versions? 1. Each time you modify a file in your backup set, SpiderOak will save the changed file as a new ‘version’ rather than overwriting the existing file. The previous live version of your file then becomes a historical version. 2. Historical versions only include the information that differs from the previous version; the rest of the file information deduplicates, so the additional historical version usually only takes up little additional space in your account. For more information see Deduplication . 3. Documents which have historical versions saved will be followed by a number in parentheses which indicates how many historical versions SpiderOak has saved. They will look like this: file.doc (3) ii. How to delete historical versions 1. To delete any historical version, click on the filename and SpiderOak will automatically slide out a window displaying all historical versions, the date they were saved, and their size. Select any of the historical version you wish to delete and then click the Remove (red ‘X’) button to remove them from your account. (To select multiple files, hold down the Control key and click which files you'd like to remove.) 2. You can also purge historical versions from the command line. For instructions on how to do so see please How to purge historical versions from the commandline. d. Exceeding space and how to purchase more space i. When you come close to exceeding the amount of space in your SpiderOak account, the application will display a warning message. In order to continue uploading data, you will either need to remove data from your account or purchase more space. 1. To remove data from your account, first check to see if there are any transactions, such as uploads, in the queue under the Status tab. Deleted files create transactions similar to other actions and have to go through the queue in order. If you have uploads ‘stuck’ in your queue because you’ve exceeded your space limit, you will need to clear the queue before you will be able to delete the selected files. a. To remove any unwanted files from the queue, press the ‘Pause All Uploads’ button which appears in the Status tab. You can then de-select the file from the Backup tab. If it has already appeared in the View tab, select it and press Remove (red ‘X’). This may not appear to work immediately because it can take the server several 29

minutes to understand which data blocks have been removed before it will resume uploading the rest of the data. b. If for any reason the above does not work, you can always tell SpiderOak to reset the queue from the command line by doing the following : (for complete instructions on how to use the command line, please see The Command Line on page 27)

On Mac:

Completely close SpiderOak and be sure that all SpiderOak processes have closed correctly. Then open Finder Applications Utilities folder. From here, open the ‘Terminal’, and you will see an open window with a prompt at the bottom. In the prompt, please type:

/Applications/SpiderOak.app/Contents/MacOS/SpiderOak --destroy-shelved-x (this should be all on one line)

Once this has finished running, please type:

/Applications/SpiderOak.app/Contents/MacOS/SpiderOak --repair

On Windows 7:

1. Close SpiderOak

2. Start a command prompt window by opening Start, then typing 'Run' in the Search bar.

3. Open Run, then type ‘cmd.exe’. This will launch the command prompt window.

4. Copy the following text and paste it into the window, then hit enter:

c:\"Program Files (x86)"\SpiderOak\SpiderOak.exe --destroy-shelved-x

Once this has finished running, please type:

c:\"Program Files (x86)"\SpiderOak\SpiderOak.exe --repair

On all other versions of Windows:

1. Close SpiderOak

2. Start a command prompt window by opening Start, then Run, and typing ‘cmd.exe’. This will launch the command prompt window.

3. Copy the following text and paste it into the window, then hit enter: 30 c:\Progra~1\SpiderOak\SpiderOak.exe --destroy-shelved-x

4. Once this command has finished, please use the following command:

c:\Progra~1\SpiderOak\SpiderOak.exe --repair

Please be sure to wait at least several minutes for these commands to begin running as they do not always generate text immediately. These commands will clear the queue on SpiderOak and allow you to select new files for your backup. It will also reset your Preferences, so please be sure to re-add any filter exclusions or size limitations.

2. To purchase more space, please click the ‘Buy More Space’ button next to the Storage bar in the SpiderOak application. This will take you to the Billing page where you can select the account size you would like to purchase. For more complete instructions on upgrading your account, see Upgrading your Account. 3. If you are having any trouble removing data from your account or purchasing more space, please contact SpiderOak support.

VII. Sync a. What is sync? How does it work? i. SpiderOak sync allows you to keep multiple copies of the same data in sync even if they are located on different sides of the world. If you modify one file in a sync, SpiderOak will automatically replicate your changes to all other copies of the synced file, making sure you always have the most up to date copy replicated across all folders within a sync. ii. SpiderOak firmly believes that remote storage makes both sync and backup more reliable. All actions during a sync are first encrypted, uploaded to SpiderOak servers, verified, downloaded to the synced computer, and decrypted. The entire transaction remains secure, and unencrypted data never leaves your computer. 1. All data that is part of a sync must first be backed up to SpiderOak. Only the first copy of your files will take up the full amount of space. All additional versions of the file will deduplicate (link to deduplication). a. For complete instructions on setting up your sync, see the Sync startup guide 2. Syncing is the only time that SpiderOak will ever modify the local copies of folders and files. If one synced file is deleted, all corresponding copies will also be deleted. As with normal deletions, however, any data deleted during a sync will be sent to the Deleted Items bin. b. For instructions on setting up a sync, please see the Sync Startup guide on page 12.

VIII. Share a. What is a ShareRoom? i. A ShareRoom allows you to share any data you have included in your backup set. Rather than sharing single files at a time, or physically mailing someone a USB drive, you can send a single URL and any of your friends, family, or colleagues can view and download the contents of your ShareRoom. ii. You can create as many ShareRooms as you like – there is no limit. You can make one share to host images for your graphic design portfolio, another to share photos from your most recent vacation, and another to share professional documents with colleagues. iii. How do I create a ShareRoom? 1. See the ShareRoom Startup Guide for complete instructions. b. How does ShareRoom encryption work?

When SpiderOak uploads your data, we use a nested series of encryption keys during the encryption process. The result is that each folder and file has its own set of encryption keys. When you create a ShareRoom, SpiderOak is then able to only publish the keys to the designated files or folders or set of folders in the ShareRoom while continuing to keep the rest of your data private and secure.

We were very careful in how we engineered SpiderOak to allow for this type of exposure in ShareRooms while still retaining our 'zero-knowledge' privacy for the rest of your backed up data.

IX. Managing Your Account a. The Status Tab i. The Status tab gives you an overview of the operations occurring within the SpiderOak application as well as an estimate of how much of your backup has completed and what items remains to be uploaded. ( picture of each tab) ii. The Overview tab shows you how many items you have already uploaded and how many remain. iii. The Queue tab shows you what files are in line to be encrypted and uploaded to the SpiderOak servers as well as how much upload progress each file has made iv. The Actions tab lists all actions that SpiderOak is taking: uploading, scanning, syncing, etc. v. The Log tab shows you which files have been uploaded to SpiderOak. NOTE: The data in this tab clears each time you close SpiderOak, so it only displays files that were uploaded since the last time you opened SpiderOak. vi. The Stats tab gives you a summary of how much data is present in your account and where it is located. Press the ‘Generate Stats’ button to display these estimates. b. The storage bar and your space used i. The storage bar shows you how much total space you have used in your account and what categories these documents belong to. 1. Categories are determined by the location of your files rather than the type of files. For example, data that’s saved in a default ‘Pictures’ location, such as the ‘My Pictures’ folder, is categorized as pictures regardless of file types. Other image files that are saved elsewhere on the computer will not be included in the ‘Pictures’ category. 2. The storage bar does not immediately update after you have uploaded or deleted files; instead, it verifies information with the SpiderOak servers before updating. 3. Items in the Deleted Bin count toward your storage total and show up as part of the ‘Unknown’ category in the storage bar. c. The account window i. The account window allows you to manage your user information. The top section lists several stats for your account: 1. Amount of storage: how much data is currently stored in the account, including files in the Deleted Bin 2. Account type: the size of your current plan 3. Member since: creation date of your account 4. Number of devices: lists the number of active (not deleted) devices in your account 34

5. Cost: your monthly or annual bill 6. Number of shares: the number of active ShareRooms associated with your account ii. The account window also allows you to edit your user information: 1. How to edit your password a. You may only edit your password within the SpiderOak application and not while accessing your account online through the ‘My Login’ prompt. NOTE: Changing your password on one computer will automatically change your password for all other devices and the SpiderOak website. b. A password change must go through the queue and be verified by the SpiderOak servers before it takes effect, so the change may not occur immediately c. You do not need to know your current password in order to change the password associated with your account. d. You cannot change the username of your account. SpiderOak identifies your sequentially numbered data blocks with your username. In order to change the username you will need to create a new account and re-upload your data. 2. How to edit your ShareID. a. Your ShareID is the same for all ShareRooms you create on this account 3. How to edit the email address associated with this account a. This is the address where you receive all communications from SpiderOak, including password hint emails, notifications about your last login, and promotional offers b. You can unsubscribe from the SpiderOak newsletter and other promotional materials at any time by contacting SpiderOak Support. 4. How to edit your Credit Card/Billing Information a. Clicking the link which says “Edit Credit Card/Billing Information” will take you to your Billing page online where you can edit or update your billing information 5. How to cancel your account a. Clicking “Cancel Account” deletes your account and automatically purges all data saved to SpiderOak servers within 7 days b. If for any reason you need to reopen a closed account, please contact SpiderOak support immediately. d. How to add additional devices to your account

i. To add a device to your account, first download and install the SpiderOak software on the computer you would like to add . ii. During setup, select that you are an existing user iii. Choose that you are ‘Adding a new device’ iv. Choose a name for your device, and click Next. v. This computer will now go through syndication. Syndication is the process by which SpiderOak downloads all of the data and information associated with your account including your other devices, account metadata, encryption keys, etc. 1. Note that the ‘downloading list of saved items’ page does not indicate that any actual files are being downloaded to your computer; instead, SpiderOak is downloadinga list of items you’ve uploaded from your other machines to display in the View tab. SpiderOak will never automatically download data to your system during this step. e. Restoring existing devices i. To reinstall SpiderOak on an existing device, first download and install the SpiderOak software on the computer you would like to add . ii. During setup, select that you are an existing user iii. Choose that you are ‘Reinstalling an existing device’ iv. Choose the correct name from the Devices list, and click Next. v. This computer will now go through syndication. Syndication is the process by which SpiderOak downloads all of the data and information associated with your account including your other devices, account metadata, encryption keys, etc. 1. Note that the ‘downloading list of saved items’ page does not indicate that any actual files are being downloaded to your computer; instead, SpiderOak is downloading a list of items you’ve uploaded from your other machines to display in the View tab. SpiderOak will never automatically download data to your system during this step. vi. IMPORTANT NOTE: You should only reinstall SpiderOak on an existing device if all of your data is in the exact same location . For example, if you reinstalled the operating system on your computer and SpiderOak was erased, but your personal data remains in the same location, you should choose that you are reinstalling an existing device. However, if the path names of your files have changed even slightly, SpiderOak will not be able to find the files. SpiderOak will assume these files have been deleted and move the corresponding backups into the Deleted Items bin. 1. If you reinstall SpiderOak on a device and all your data has been moved to the Deleted Items bin, first, don’t panic! Data in the Deleted Items bin is never automatically purged, so your files will be kept safe here indefinitely

2. To restore these files to their original locations or make them ‘live’ again, re-select the data for backup from the correct location. Although SpiderOak seems like it will reupload the entire data set, the application is in fact deduplicating your files and only uploading new information. a. If you're trying to upload information you know will deduplicate but SpiderOak is warning you that you will exceed your space limit, please open the Preferences window. Under the ‘Interface’ tab, please check the box which says ‘Disable disk space calculations’. This will prevent SpiderOak from estimating how much space the data will take up in your account and displaying an "out of space" warning message. You can now select the data for upload and SpiderOak will deduplicate it before uploading it to our servers. 3. If you have purchased a new computer or if you have changed operating systems, you should add your computer as a new device instead of reinstalling as an existing device. This will prevent SpiderOak from moving your data to the Deleted Items bin. Since the same files are already uploaded to your account from the ‘old’ device, they will still deduplicate, upload very quickly, and SpiderOak will know they are located on both your old and new devices.

X. The Deleted Items Bin a. The deleted items bin is another layer of security for your files. When a file from your backup is deleted locally, SpiderOak moves the file to the Deleted Items bin rather than deleting the file. Files in the Deleted items bin are never automatically deleted , so if you delete any of your backed up files by accident, you can always safely restore them from the Deleted Items bin. i. Any files that SpiderOak deletes as part of sync are also sent to the Deleted Items bin and stored indefinitely. ii. The deleted items bin is local to each device, so make sure you are looking in the bin for the device where your data was deleted. b. Since the files in the deleted items bin are still backing up your file, they count towards your storage total. To permanently remove items in the deleted items bin from your account, select the files and push ‘remove’ (red ‘X’). c. To restore data from the deleted items bin, select the files or folders you wish to restore and push the ‘Download’ button. SpiderOak will give you the option of restoring the files to their original location or sending them to a designated folder.

XI. The SpiderOak Website a. To access your account online: i. Click the My Login (https://spideroak.com/browse/login/storage) link on the SpiderOak website. On the My Login page, enter your username and password in the appropriate fields and push the Login button. ii. REMEMBER : You will not be able to login to the website until you have set up SpiderOak on a computer and uploaded data to your account! iii. NOTE: Logging in via the SpiderOak website does temporarily allow SpiderOak employees access to your password. Due to this exposure, we discourage users from entering your password online if they wish to fully retain our ‘zero- knowledge’ privacy. For more information see our Security section. b. The SpiderOak website allows you to view and download data from any device on your account. You cannot upload, edit, or delete data from the webpage. All changes to data on your account must be made from within the SpiderOak application on a computer. i. Devices that have been deleted from your account, or which have not yet uploaded any data, will not appear on the SpiderOak website. ii. To download data from the website, click the name of the device where the data is stored. Depending on the amount of data associated with the device and/or folder, it may take a few moments for the data to appear. iii. When you find the file or folder you wish to download, click the Download button and choose where to save the file on your system. c. The SpiderOak website also allows you to manage some of your account settings. i. The Home tab is the default tab which displays your account stats and allows you to view and download data from your devices ii. The Devices tab displays information about the devices listed on your account including their last login date and recent activity. 1. The Deauthorize button cuts off access to the SpiderOak servers from a device. If you lose a device or it is stolen, you should immediately deauthorize it so that no one can use it to access your account. Deauthorized devices can only be re-added to your account as a new device. For instructions, see Adding devices to your account. iii. The ShareRooms tab lists active ShareRooms on your account and their creation date. You can click on the name of the ShareRoom to access the share itself. For instructions on creating a share, see How to Create A ShareRoom . iv. The Account tab allows you to view and change your plan and your billing information

1. To change your plan or purchase more space, click the Buy More Space button. For instructions on what plan you should buy, see How to Upgrade your Account 2. To change your credit card information or billing address, click Edit next to Credit Card/Billing Address. 3. To change the email address associated with this account, click Edit next to ‘Email Address’. 4. To cancel your account, click the red Cancel Account button. This will close your account and purge all data from SpiderOak’s servers. a. If for any reason you need to reopen a closed account, please contact SpiderOak Support immediately. v. The Logout tab logs you out of your SpiderOak account online.

XII. Security And Access a. What do I do if I lose my password? i. Make sure you're entering the correct username . If you have the SpiderOak program open on any computer, you can see your username at the very top of the window. Be sure that you are entering your username exactly as you see it here, with the same capitalization, or it will not be accepted. If you are unable to remember or find your username, SpiderOak Support can use your email to find your account information ii. If you created a 'Hint' for your password when you first created your SpiderOak account, you can have that hint sent to your e-mail address by entering your username here: https://spideroak.com/forgot_password. If you do not receive the password hint email, please check your spam or junk folder. iii. If you have SpiderOak installed on another computer and the program is already running or does not require a password on startup, you can reset your password from this computer. Simply click the Account window, then choose "Edit" next to your current password. You can enter a new password here, and this information will be sent to our servers. Changing your password from any computer in your SpiderOak account will reset your password for all your computers and the website. iv. If you are still unable to remember your password, contact SpiderOak support for assistance. v. If your password cannot be recovered, you will need to close this account and open a new one. At SpiderOak we take our ‘zero-knowledge’ privacy policy very seriously: we never have any knowledge of your password and no way to retrieve or reset it, even in emergencies. This is our way of ensuring that our customers' data is completely secure . . . even from SpiderOak employees! b. What happens when SpiderOak closes your account? When is your data purged? i. When an account is closed, SpiderOak does not immediately purge the data in your account in case a document is needed for recovery. Our standard policy is to keep the data for a period of 7 days, but this can be longer or shorter depending on capacity. If you need to access a file after deleting your SpiderOak account, contact SpiderOak Support immediately. c. What happens if SpiderOak gets sold or goes out of business? i. In the remote event that SpiderOak goes out of business, we will keep our servers online and available for a period of six months during which our users can connect and download their stored data. In the event that SpiderOak is acquired by a 3 rd party, we will ensure a safe and smooth transition; additionally,

due to our ‘zero-knowledge’ privacy policy, your data will remain only readable to you and you alone. d. What to do if your laptop is lost or stolen i. First, if you're worried that the thief might try to access your files via SpiderOak, you should cut off his access to SpiderOak as quickly as possible. The fastest way to cut off access is to ‘deauthorize’ this device. Deauthorizing prevents the computer from any access to your account. The thief would have to reinstall SpiderOak and know both your username and password to regain access to your account. 1. After logging into your account via the ‘My Login’ on the SpiderOak website, please click the ‘Devices’ tab in the top right corner. You will now see the ‘deauthorize’ option next to all of your devices. Be careful to choose the correct device, because the deauthorization command is permanent (there is no way to ‘re-authorize’ a device). 2. Once this device is deauthorized, you can download any saved data from the machine at leisure. The deauthorized computer will not be able to login to your account, but all your files will remain secure on our servers. ii. Contact SpiderOak and let us know about the theft. We will do everything we can do assist you. iii. After you’ve downloaded any data you need from the deauthorized device, you can purge it from your account. iv. Of course, if the thief is stupid enough to continue using SpiderOak from your old device before you have a chance to cut off access, we can tell the police the IP they used to aid them in tracking down the computer. We will be happy to provide as much assistance as we can. e. Data center locations/redundant storage i. SpiderOak datacenters are located throughout the Midwestern United States. Our datacenters have complete security and redundancy to ensure your data is protected from external and internal threats.

XII. SpiderOak Hive SpiderOak Hive is a simple way for you to sync, share, backup and access your files from any computer or mobile device. After you download the SpiderOak application, the SpiderOak Hive folder will automatically appear on your desktop. Any files you put in your Hive will sync between your other Hive folders.

As a part of our overall ‘zero-knowledge’ privacy environment, any file or folder you put in SpiderOak Hive remains 100% private and visible to you and only you. a. Locating your SpiderOak Hive Upon install, a SpiderOak Hive shortcut will be created on your desktop.

i. For Linux users - the original folder can be found at /Users/ /SpiderOak Hive/ ".

ii. For Mac users - the original folder will be found at " /Users/ /SpiderOak Hive/ "

iii. For Windows users – the folder is in " /Users/ /Documents /SpiderOak Hive/ "

PLEASE NOTE: You cannot move the original Hive folder. If you move Hive away from its original location, it will no longer backup and sync automatically. You can move or delete the shortcut, however. b. Using your SpiderOak Hive i. SpiderOak Hive is automatically and always included as part of a sync. Your Hive folder will always upload and sync changes immediately; you cannot change Hive to only sync changes once every two hours, for example. If you need a sync to run less frequently, you can create a customizable sync in the application under the Sync tab.

ii. Any file or folder dragged into SpiderOak Hive will be added to the upload queue.

iii. Any file or folder removed from SpiderOak Hive and placed outside your backup set (as designated in the SpiderOak application Backup Tab) will then move into the deleted items bin under SpiderOak Hive. c. Disabling SpiderOak Hive’s ability to Sync i. In Preferences General, you can check the option “Disable SpiderOak Hive folder on this device”. With Hive disabled, changes you make to files located in your Hive will no longer sync to your other devices.

ii. To re-enable the sync, simply un-check the Sync option.

iii. At this time the SpiderOak Hive Sync settings cannot be changed.

43 d. Deleting your SpiderOak Hive i. When you uninstall SpiderOak, your SpiderOak Hive folder will remain. However, the files in Hive will no longer be synced.

ii. To delete the SpiderOak Hive folder, you must delete the actual folder itself. Deleting shortcuts to the folder will not remove the folder and its data from your computer. Make sure you have removed any files and folders you wish to save from your Hive before deleting the folder.

a. For Linux users - the original folder can be found at /Users/ /SpiderOak Hive/ ".

b. For Mac users - the original folder will be found at " /Users/ /SpiderOak Hive/ "

c. For Windows users – the folder is in " /Users/ /Documents /SpiderOak Hive

XII. SpiderOak Support Support is available directly from SpiderOak by emailing [email protected].