FAQ Overview

Configure Network Level Authentication - RDP for XP


RDP Authentication Error when using remote desktop protocal for the first time on a Windows XP machine.


1. Click Start, click Run, type regedit, and then press ENTER.

2. In the navigation pane, locate and then click the following registry
subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa

3. In the details pane, right-click Security Packages, and then click Modify.

4. In the Value data box, type tspkg. Leave any data that is specific to other SSPs, and then click OK.

5. In the navigation pane, locate and then click the following registry subkey:

6. In the details pane, right-click SecurityProviders, and then click Modify.

7. In the Value data box, type credssp.dll. Leave any data that is specific to other SSPs, and then click OK.

8. Exit Registry Editor.

9. Restart the computer.

Author: Michael Neal
Last update: 10-09-2014 14:00

How to Install a printer driver on a VD or Cloud Server



1. Check the printer version number on the local machine,

2. Download the same printer version and save it on the c:/ drive on the VD/Cloud Server,

If printer version is unavailable download and install a new driver that can match the version for Server 2008R2 / 2012 R2 for both the local machine and the VD

3. Once downloaded create a folder and extract the driver to that folder,

4. Install the printer through add printer:
• Add local printer or network printer with manual setting,
• When choosing a port be sure to select a terminal services port (example TS001),
• On the next page select I have disk option and locate the drive as per step 3,
• On the next page select the printer and click next,
• Keep the default name and click next,
• Select do not share this printer click next.

Reboot the VD /VPS. Once the VD/VPS reboots check if the printer is redirected through devices and printers if so print test page and you are done

Author: Support
Last update: 10-09-2014 17:57

Creating a Hidden Folder on Shared Drive

1. Locate the server which holds the shared drive and login with admin credentials.
2. Navigate to the location of the share and create/select a folder.
3. Right-click the folder and select Properties
4. On the Sharing Tab, Click Advanced Sharing…
5. Tick Share this folder and give a name to your share ending with a dollar sign($) & NO spaces

6. Click the Permissions box and remove everyone when add the users that need to access it and give the permissions necessary for each user added and click apply and ok then apply and ok again
7. On the Security Tab, click Advanced and then select disable inheritance and remove users/groups not needing access to the folder just leaving Administrator, Domain Admins and Adminstrators as shown

8. Now select Add and click Select a principal then add the users added in step 6 giving appropriate permissions then click ok and apply.
9. Check users and group permissions on the Effective Access tab to verify who has access, then click ok then ok

Author: Joseph
Last update: 13-10-2014 15:36

Migrate QuickBooks to Virtual Desktop


Create the portable company file.

  1. Go to the File menu and click Save Copy or Backup.

  2. Click Portable Company File and then click Next.

  3. Save the portable company file to a folder on your computer, or to a CD, USB flash drive, or other removable storage device.

    The portable company file is saved with a .qbm extension.

  4. When prompted to close your company file, click OK.

    QuickBooks must close and reopen your company file before creating a portable company file.

    Important: When prompted to close your company file, click OK. If you click Cancel, QuickBooks exits the wizard and doesn't create the portable file.


Open the portable company file on the destination computer.

  1. In QuickBooks, go to the File menu and click Open or Restore Company.

  2. Click Restore a portable file (.qbm) and then click Next.

  3. Browse to the location where you saved the portable file, which will have a .qbm file extension (for example, mycompanyname.qbm).

  4. Select the portable file and click Open.

  5. Click Next. The Save Company File as window opens.

  6. Rename the company file by typing a new name in the File name field. For example, you may want to add a date or version number such as mycompanyname-2Jan-2007.qbw, or mycompanyname-v2.qbw.

    Caution: Never restore a company file without renaming it first unless you intend to overwrite your existing company file. If you do so, you will lose all data in your existing company file. Do not change the .qbw filename extension.

  7. After you rename the file, click Save. QuickBooks converts the portable file to a regular company file, with a .qbw extension.

The .qbw file created from the portable company file might be smaller than your original .qbw file. This is normal.

Author: Michael Neal
Last update: 21-10-2014 14:51

Adding QuickBooks to Windows Firewall

Windows 7, Windows 8, Server 2008, and Server 2012:

  1. Click the Start menu and type firewall.
  2. Click on Windows Firewall.
  3. On the right-hand side, click on Advanced Settings.
  4. Click on Inbound Rules to highlight it.
  5. Right-click on Inbound Rules and select New Rule.
  6. Select Port and click Next.
  7. Make sure TCP is selected and type in the following ports for your year of QuickBooks: (if you have multiple years of QuickBooks installed or will be using, you will need to add each years ports as well in this format: 8019, XXXXX, XXXXX, XXXXX, XXXXX).
    • QuickBooks 2014: 8019, 56724, 55358
    • QuickBooks 2013: 8019, 56723, 55353
    • QuickBooks 2012: 8019, 56722, 55348
    • QuickBooks 2011: 8019, 56721, 55343
    • QuickBooks 2010: 8019, 56720, 55338
    • QuickBooks 2009: 8019, 56719, 55333
  8. Click Next and make sure Allow the Connection is selected, then click Next again.
  9. Click Next again and give the rule a name, such as QBPorts. Click Finish when done.
  10. Repeat the steps above for the Outbound Rules (for step 4 inbound rules, choose OutboundRules).
  11. Try opening QuickBooks again in multi-user mode or over your network to see if the issue has been resolved.

Author: Michael Neal
Last update: 21-10-2014 16:11

How to clear browser cache in different browsers


  • Click on the Chrome menu on the browser toolbar.
  • Select Tools.
  • Select Clear browsing data.

A dialogue window will appear, providing you with a list of checkboxes for the types of information that you wish to have removed



From the Tools or History menu, select Clear Recent History.

  • If the menu bar is hidden, press Alt to make it visible.
  • From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
  • Click the down arrow next to "Details" to choose which elements of the history to clear. Click Clear Now.


Internet Explorer 8 and higher

From the Tools or Safety menu, select Delete browsing history....

If the menu bar is hidden, press Alt to make it visible.

Deselect Preserve Favorites website data, and select:

    • Temporary Internet files or Temporary Internet files and website files
    • Cookies or Cookies and website data
    • History 

Author: Michael Neal
Last update: 21-10-2014 16:13

How to Add a User to the Local Administrators Group

  1. Right-click Computer in the start menu and select Manage
  2. Expand Configuration - Local Users and Groups and hightlight Groups
  3. Right-click the Administrators group and select Properties
  4. Click Add and find find the User you wish to add to the Group

                  *** Elevated permissions may be needed ***

Author: Support
Last update: 23-12-2014 18:03

How to update Sage MicroPay for Haycyon

  1. Login to the VD and nagivate to Z:\Halcyon Sage\Halcyon sage cloud files\MPP 2012

  2. Double-click the UNWISE icon, click yes and a window will open
  3. Select computer and it will show the mapped drive as being disconnected as shown

  4. Right-click the mapped drive and select Connect, then it will show as being connected
  5. Go back to Sage MicroPay icon, double-click to open and continue to install the update

Author: Support
Last update: 08-01-2015 16:53

Quickbooks occasionally asks for windows admin. permissions for dbmanagerexe.exe

  1. On your Quickbooks server, go to Computer Management>Services
  2. Scroll down till you find the listing for "QuickBooksDB**" service.
  3. Double click the service and then select the "Log On" tab.
  4. Where it says "Log on as:" make sure the "Local System Account" button is selected instead of the \QBDataServiceUser** account.
  5. Apply changes and close


Author: Support
Last update: 12-03-2015 13:19

How to Access Cloud Server / Virtual Desktop via iPad and Android Devices

Using Tablets to Access your remote desktop

Open the app store / play store and search for remote desktop.  Locate Microsoft Remote Desktop and download.

Once download open the application

Click the + on the top right to add a RDP connection

Select Add PC or Server

Type the computer \ server name as provided by CloudStrong

Add the User Account details as provided by CloudStrong

Select the settings option

Add a name for the connection (Normally the company name) then select gateway.

Select Add Remote Desktop Gateway

Enter the details virtualdesktops.outlookinthecloud.com

Select Done and then User Name

Select the username you created earlier


Save the Gateway Details

Save the Connection details

Click the new Desktop Connection Created

Select don’t ask me again for connection to this computer and then accept

You will now be logged in to your desktop connection we just created.

Author: Michael Neal
Last update: 18-03-2015 13:07

Creating a Task in Task Scheduler for PowerShell Script

1 - Open Tools > Tasks Scheduler

2 - In the center pane, right-click, and click Create Basic Task

3 - Assign the task a meaningful name and add a description

4 - Choose your Trigger on when you want the task to start screen

5 -  Specify the parameter for the weekly task schedule

6 -  Choose "Start a program" from the what action do you want the task to perform

7 -  On the start a program screen type in the command as the screenshot below. The Task scheduler is intelligent enough to recognize that you want to run PowerShell and that you supplied arguments.


Author: Support
Last update: 23-04-2015 16:51

How to add a website to IE11 compatibility mode

IE 11 Compatibility Mode

  1. Open Internet Explorer
  2. In the top right of the window click on the gear and select Compatibility View Settings
  3. In the open box add the website URL and click add

Your desired website is now set for compatibiliy mode within Internet Explorer 11

Author: Michael Neal
Last update: 11-05-2015 13:20

Minimum Requirements to Connect to CloudStrong Infrastructure

Minimum infrastructural requirements for CloudStrong clients / customers to connect to CloudStrong infrastructure using secure SHA256 certificate algorithm are as follows.


Required to accept SHA256 certificate requests

Workstation requires Windows XP SP3 + http://support.microsoft.com/kb/968730 hotfix installed which is not part of the Windows update package.

Direct Download http://support.microsoft.com/hotfix/kbhotfix?kbnum=968730&kbln=en-US

Select the OS the hotfix is required for enter your email address and a link will be emailed to you.


Please test XP access via the our test URL for SHA256 compliance



Windows minimum requirement to connect to RD Gateway

For Remote Desktop connection the workstation will require RDP client 6.1+ available from

RDP 6.1 http://www.microsoft.com/en-us/download/details.aspx?id=7208

Direct download http://www.microsoft.com/en-us/download/confirmation.aspx?id=7208

RDP 7.0 //support.microsoft.com/kb/969084

Direct download http://www.microsoft.com/downloads/details.aspx?FamilyId=72158b4e-b527-45e4-af24-d02938a95683



Credential Security Support (CredSSP) Protocol for Network Level Authentication

Network Level Authentication will need to be enabled if your systems are still currently using Windows XP SP3 http://support.microsoft.com/kb/951608

Direct download http://go.microsoft.com/?linkid=9758284


Internet Explorer requirements for OWA access

Minimum Internet Explorer version 8 running compatibility mode to remove the Light Mode option when logging in.  Available via Windows XP updates.


Client Bandwidth Requirements

The minimum bandwidth required for a usable RDP session is 26.4Kbps per user or session.  This will not give a good desktop experience but will keep a stable connection to the desktop / cloud server in question.  This does not include the sending and receiving of data for scanning / printing or accessing files held locally within the customer’s environment.

Author: Michael Neal
Last update: 07-05-2015 16:17

Change Default Search Location Internet Explorer

How to change default search location for Internet Explorer 11

  1. Open Internet Explorer
  2. Click the Settings Icon (Gear / Cog) in top right
  3. Select Manage Addons
  4. Click Search Providers
  5. Click Find more search providers at the bottom of the window.
  6. Type google into the search textbox
  7. Click Add to Internet Explorer next to Google Search
  8. Click Add to Internet Explorer again
  9. Tick make this my Default Search Provider and click Add
  10. Close the Internet Explorer window and the Manage Add-ons Window.
  11. Open the Manage Add-ons window again and select Search Providers
  12. You will see that google is now the default provider
  13. You can remove Bing if you require, but Google will now be the search provider and you location should be picked up from your local machine.
  14. Close all Internet Explorer windows and open new windows for testing.

Author: Michael Neal
Last update: 13-07-2015 14:38

Create Remote Session Connection

Access denied

Author: Michael Neal
Last update: 08-09-2015 18:03

Registry Fix for Failed RDP Connection

1. Open "regedit" and nagigate to the folowing location:

HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client

2. Right-click anywhere in the content panel and select "New - DWORD (32-bit) Value"

3. Name the value "RDGClientTransport", then double-click the value to bring up its properties and enter the values as shown below

4. Close out of regedit and retry your RDP file

Author: Support
Last update: 23-10-2015 17:10

How to change the default language in Google Chrome to English

  1.      Select the customise and control button on the top right hand side of you web page as shown below:


2.      Navigate down to “Settings” and click “Manage search engines”

3.      Here you can see two sections “Default search options” and “Other search engines” *Please note the view on your settings may be different, if so the steps are still the same.  

4.      In the “Default search options” the current Google search option needs to be deleted. In order to delete this, we first need to select a different “Default search”   Select the second default setting and click “Make Default” (In my case the second default setting is Yahoo! UK & Ireland)   Now that Google.com is not “Default” we can now delete it.

5.      Select Google.com and click the “X” on the right hand side as illustrated.

6.      In the “Other Search Engines” section add a new search engine: Google  

In the “Add a new search engine” box type: Google  

In the “Keyword” box type: google.com  

In the “URL” box type:  http://www.google.ie/search?hl=en&q=%s&meta=    

7.     Now we need to set this search engine as “Default”

Select “Google – google.com” in “Other search engines”

When you select it you will see an option on the right hand side allowing you to “Make Default”  

8.      Click “Done”

The language should now be changed back to English.  

Author: Chris Regan
Last update: 01-03-2017 09:47

Cloud Server

RDP CredSSP Error

Ensure both client & server side have latest patch installed so that RDP can be established in a secure way.

You can find the list of the corresponding KB number for each operating system here: https://portal.msrc.microsoft.com/en-us/security-guidance/advisory/CVE-2018-0886


 Alternative Work-arounds

Mitigation 1

If you cannot RDP to  VMs from your patched client, we can consider changing the policy settings on the client to temporarily gain RDP access to the servers. You can change the settings in Local Group Policy Editor. Execute gpedit.msc and browse to Computer Configuration / Administrative Templates / System / Credentials Delegation in the left pane:

Change the Encryption Oracle Remediation policy to Enabled, and Protection Level to Vulnerable:


 Mitigation 2

If it is not possible to access to Local Group Policy Editor on the client (i.e. Windows Home versions), same change can be done through the registry:

REG  ADD HKLM\Software\Microsoft\Windows\CurrentVersion\Policies\System\CredSSP\Parameters\ /v AllowEncryptionOracle /t REG_DWORD /d 2

After that, whether the established RDP session is secure or not depends on whether server is patched. Remember to un-do this when all the servers are patched.

Last update: 06-12-2018 10:43

Channel Backup

How to add new backup customer via ChannelBackup

Access denied

Author: Michael Neal
Last update: 02-11-2015 14:27

Request new Ahsay Backup Encryption Key

Access denied

Author: Michael Neal
Last update: 05-11-2015 15:30

How to add new backup client via Backup Portal

Log in to the CloudStrong Backup Portal and select Customers


Select Add in the menu

Next Select for a Server (OBM) for Desktop / Laptop (ACB)
Add Contact details and login details

As you can see, I have selected store password. Please ensure you have permission for this.
Next, we need to select the packages to backup and how much space is required.

If the module is not enabled the backup will not run. The 3 modules at the bottom are automatically selected as these are required for basic file backup.
Next we need to accept the terms and conditions.

Your new backup account is now created in your backup portal.
Now we need to activate the destination storage.
Select the new backup account and select manage backup account settings in data usage

Select a backup module and deselect it to allow for the module window to be saved. You will need to enter your portal password to authorise the change.

This is to ensure the default backup storage account is available when configuring the backup agent on your server.
If you do not see the Azure default backup location when creating the new backup please repeat this process and close the backup agent and start again.

Author: michael neal
Last update: 06-12-2018 10:21

Install Ahsay v7 Backup Agent

Install Backup Agent on Server

  Log in to your server and open a web browser to https://cbs1.outlookinthecloud.com

In the top right there is a download icon to download the agent.

Select the type of download required.

The difference between the online and offline versions are, the online version downloads an installer that connects the web to complete the install.  The offline version is a complete .exe that can be used multiple times with no internet connection.

Save, run and install the file.  

Once installed, start the application and select

Enter the login details created when creating your account and select advanced options

Here enter the https://cbs1.outlookinthecloud.com URL

Select OK and Ok

Here you are presented with the new backup agent options.  Next select BackupSets

Add backupset and Name the backupset, chose the type of backup required.  Files or MSSQL etc.

Next choose “I would like to choose the files to backup” in the bottom of the window.

Choose the folders / files required for backup                   

Select Next and choose a time to run the backup by selecting the backup schedule or by adding a new schedule.

Select next and choose a backup destination.

Select the + add new storage destination / destination pool

The default storage location is selected for you. If the Azure Storage is not available, please login to https://cloudstrong.servermanagerpro.com and edit the account modules by selecting and deselecting a module and save as discribed at the bottom of the document here.

Select OK, Next and next

Choose your data at rest encryption type. 

I have selected the user password.

Confirm the password and run your backup.

Last update: 05-12-2018 10:41

Channel Backup » OBM

How to Install OBM on customer Server

Once the account has been setup in your ChannelBackup portal, log back in to the portal on the server that requires backing up.

On the top of the screen select Download Backup Software or click here

Once downloaded please run the software as administrator.  Once installed log in using the account details entered during the customer creation process in the Channelbackup portal. Ensure the Backup Server URL matches the url in the Channelbackup portal.  This is described here 

Select the already a user option as the account has been created in ChannelBackup.com

Enter the Login details

Follow the process for creating the backup required.  Change the BackupSet name to something that makes it easy to identify.

TIP: Change the backup Schedule time to something other than 21:00 as this is the default time for backup, backup traffic can be high at this time.


Once the wizard is finished, Save the settings and perform a manual backup if required.

Author: Michael Neal
Last update: 06-11-2015 16:58

Ahsay Backup Account Does Not Exist

CloudStrong Ahsay Backup Account does not exist error

Once the OBM is installed and you logon to the backup server you may receive "The Specfied account does not exist."

If this happens please ensure the username is correct, including case sensitivity.

 If this is correct then please ensure the backup server is correct.  This can be located from your Channelbackup control panel.


Author: Michael Neal
Last update: 05-11-2015 15:04

Ahsay Backup network drive is not accessible

Error received from backup report 

“\\Network_Path\Directory” The specified username is invalid.
Skip backing up “\\Network_Path\Directory” (network drive is not accessible)

This is caused by the account used to install and setup the OBM backup client does not have suffient credentials to access the drive in question.

Ensure the user has suffient authority to access the drive

If this does not work open services.msc and locate online backup scheduler and enter the credientals in the log on tab and restart the online backup scheduler service.


Author: Michael Neal
Last update: 06-11-2015 17:08

Channel Backup » Backup Errors

An incremental backup cannot be performed when circular logging is enabled.

When performing a MS Exchange transaction log backup, the following error message is received in the backup report:


  1. Backup Logs
 No.  Type  Timestamp  Backup Logs
1 Info YYYY/MM/DD hh:mm Start [ Windows platform (AhsaySupport), AhsayOBM 5.x.x.x ]
2 Info YYYY/MM/DD hh:mm Start running pre-commands
3 ... ... ...
Error  YYYY/MM/DD hh:mm CExBackup::backupService:HrESEBackupSetup: Error Number 0xc800020e: An
incremental backup cannot be performed when circular logging is enabled



Report states that incremental backup can not be performed while circular logging is enabled.


To resolve the issue, please disable circular logging of the corresponding information store, and restart the "Microsoft Exchange Information Store" service afterward.

For Exchange 2003:
1. Click Start, point to Programs, point to Microsoft Exchange, and then click System Manager.
2. Expand Server, right-click the storage group that you want to change, and then click Properties.
3. In the Properties dialog box, click to select or clear the Enable Circular Logging check box to turn circular logging on or off.
4. Click OK. When you are prompted to confirm that you want to continue, click Yes.
5. Restart the Microsoft Exchange Information Store service. To do this, follow these steps:
        a. Click Start, point to Programs, point to Administrative Tools, and then click Services.
        b. In the right pane, click Microsoft Exchange Information Store. Then, click Restart on the Action menu. If you receive a message that other services will also be restarted, click Yes.

For Exchange 2007:
1. Start the Exchange Management Console.
2. In the console tree, expand Server Configuration, and then click Mailbox.
3. In the work pane, right-click the storage group for which you want to enable or disable circular logging, and then click Properties. The <Storage Group Name> Properties dialogbox appears.
4. Clear the Enable circular logging check box.
5. Click OK.
6. To make your changes to the circular logging settings effective, restart the Microsoft Exchange Information Store service, or dismount and then mount all of the databases inthe storage group.

For Exchange 2010:
1. Start the Exchange Management Console.
2. In the console tree, expand Organization Configuration, and then click Mailbox.
3. In the work pane, right-click the storage group for which you want to enable or disable circular logging, and then click Properties. The <Storage Group Name> Properties dialogbox appears.
4. Clear the Enable circular logging check box.
5. Click OK.
6. To make your changes to the circular logging settings effective, restart the MicrosoftExchange Information Store service, or dismount and then mount all of the databases inthe storage group.

NOTE: The information store must be restarted because when it starts, it reads configuration information from Microsoft Windows 2000 Active Directory. The Active Directory attribute associated with the circular logging setting is calledMSExchESEParamCircularLog. When circular logging is enabled, this attribute is set to 1. When circular logging is disabled, it is set to 0.

MUST BE COMPLETED, perform a full MS Exchange server backup instead of transaction log backup straight after disabling circular logging. This will ensure that the data on server is backed up properly.

Author: Michael Neal
Last update: 23-10-2014 16:16

How to change Ahsay Recovery for SQL from Simple to Full

Change SQL Recovery mode to Full from Simple

  1. Access the backup profile via the OnLine Backup Manager (OBM)
  2. Select Source
  3. Right Click the SQL in question and select Full from the options
  4. Save the settings

Author: Michael Neal
Last update: 23-03-2015 13:45

Ashay Backup Missed

When receiving a report stating the backup was missed, please check the following:

Login in to the OBM and select the cog


Select Backup Schedule and Ensure the Run Scheduled Backup on this computer option is ticked

Once this has been comfirmed select Properties on the bottom of the screen, this will provide the scheduler setting

If the setting is set to weekly please ensure the correct days are selected

Once these settings have been verified please restart the On-Line Backup Scheduler services in the services.msc console

The service can then be verified as running by checking the debug.log file in the following location

The file should look like the following output

As you can see there is a timer associated withthe backupset.

Author: Michael Neal
Last update: 24-11-2015 12:14

Channel Backup » Backup Procedures

How to SeedLoad to CloudStrong Backup Servers

Ahsay Seedloading CloudStrong Backup Servers

  1. Create backup account in ChannelBackup Control Panel
  2. Install OBM on target server
  3. Configure the backup sets required
  4. Ensure scheduling is turned off on all backupsets
  5. save all setting
  6. Select Backup on home screen
  7. Select Options at the bottom right
  8. Select Local Hard Disk and change the location to a removable storage device.
  9. Bring the Removable storage off site and upload via FTP to details provided to you.
  10. Email [email protected] informing them you are sending Seeded data to your FTP site.
  11. Reply to the acknowledgement email when the seedload has completed.
  12. CloudStrong will them move the data to your backup account and validate the data transfered.
  13. Once validated CloudStrong will email you to inform you that the backup schedule can be enabled.


Ensure backup schedule is turned off or seedload will not work.

If the data footprint is large zipping the data into 4 GB chucks will speedup the FTP upload.

Author: Michael Neal
Last update: 20-05-2015 12:52

Ahsay Backup Restore Process

Ahsay Restore

To perform a file / Folder restore from CloudStrong Ahsay Backup Servers, log in to the server which the backup is ran and open the OBM / ACB backup client.

Login to the client when / if prompted

Select the restore option

Select the backupset the folder / file is backed up from

Select the folders /files that require restoring, change the restore location to an alternative location to ensure they do not over write the original files.  This is to allow the user to perform a test restore / confirm these are the correct files before the files are replaced.  At the top is an option to select a specific date if the file needs to be from a specific point in time.  Then start the restore.

At this point you may be requested to enter your encryption key.  Enter it here now.  If you do not have access to this key it can be requested from your ChannelBackup control panel //cp.channelbackup.com

Please follow this knowledgebase article on how to request your backup encryption key.

Once the restore is completed you will be informed by the following window.

Now navigate to youor restore location.  You will see it holds the path to the folder / file location starting with the drive letter.  You will need to follow these to access the file.

Your restore is now complete.

Author: Michael Neal
Last update: 05-11-2015 15:32

Email and Exchange

Allow email account to send as different email account

Need to send email from a different email address (Send as)

1.       Log into control panel http://cp.outlookinthecloud.com:9001/
2.       Click on the email address you want to send from
3.       Click on the permissions tab
4.       In the send as section add the email address that requires permission
5.       Click Save
6.       This will take 5-10 minutes to updated the system
7.       Use outlook to send test email from the new account

Author: Michael Neal
Last update: 21-10-2014 15:02

Delay in BounceBack Delivery Report

Why is there a delay in the bounceback report for email addresses with incorrect addresses?

CloudStrong's Exchange replies to incorrect email addresses within a 30 minute period.  If the email is handed over to another email server or a smart host provider these NDR or bounceback reports can take longer depending on how long these settings are set for.

This can be tested by attepmting to email [email protected] 

The sender should receive a NDR within 30 minutes

Author: Michael Neal
Last update: 21-10-2014 15:44

How to add exchange email account to iPhone / iPad

How to setup Microsoft Exchange 2010 mailbox on your iPhone or iOS device running on iOS. Please be sure your administrator has purchased you an Activesync license and assigned to your email address.

1. From the home screen on your device tap Settings, -> Mail, Contacts, Calendars.


2. You'll then tap Add Account -> Tap Exchange.


3. The Exchange setup screen will open; you'll then enter the following information:

  • Email - Enter your entire email address (e.g., [email protected]), using all lowercase letters.
  • Domain - leave this field empty.
  • Password - Enter in the password for your email account.
  • Description - Enter a descriptive name for your account (e.g., My Work Account). This description will only be visible to you.


4. Tap the Next button and the device will attempt to verify the account. You may receive an "Unable to Verify account information message," go ahead and Tap the OK button.


5. The device will then continue verifying the account. Once complete, tap the Server field, and enter  webmail.outlookinthecloud.com, leave the Domain field blank, please ensure the username is the exact same as the full email address, once this is done Tap Done.


6. Tap the Next button and the device will then try to create a secure (SSL) connection to your Exchange server. When connected, you'll see check marks along your settings to confirm that your account has been verified.

7. Swipe the ON/OFF buttons to select which information to synchronize with the Exchange server and then tap the Save button when finished.


Note: Your iPhone may take a moment to sync all your information depending on how much you have on the Exchange server. To learn more about the mail settings on your device tap Settings from the home screen, than Mail, Contacts, & Calendars and then select your account. You'll be able to customize how much data you would like to sync from the server.


We also have a video to assist you found here:



Author: Michael Neal
Last update: 08-05-2015 13:00

How to setup exchange email on windows phone

Set up your phone for Exchange email

1. Find "email + accounts"
• Press arrow right to access the main menu.
• Press Settings.
• Press email + accounts.
2. Create new email account
• Press add an account.
• Press advanced setup.
3. Enter email address
• Press the field below Email address and key in your email address.
4. Enter password
• Press the field below Password and key in the password for the server.
• Press next.
5. Select account type
• Press Exchange ActiveSync.
6. Enter username
• Press the field below Username and key in your username.
7. Enter domain
• Press the field below Domain and key in the domain.
8. Enter server name
• Press the field below Server and key in the server name.
9. Turn off SSL encryption
• Press Server requires an encrypted (SSL) connection to turn off SSL encryption.
• When the box next to the menu item is empty, SSL encryption is turned off.
10. Enter email account name
• Press the field below Account nameand key in a name for your email account (such as Private or Work).
11. Select setting for synchronisation
• Press the field below Download new content.
• Press the required period or manually.

• Please note: each time your phone connects to the server to synchronise, data charges will apply.

12. Select time for retrieving email messages
• Press the field below Download email from.
• Press the required period or any time.
13. Select data types
• Press Email, Contacts, Calendar andTasks to turn synchronisation of each data type on or off.
• When the box next to the menu item is ticked (V), synchronisation for the required data type is turned on.
14. Activate email account
• Press sign in.
• Wait while the email account is activated.
15. Exit
• Press the Home key to return to standby mode.

Author: Michael Neal
Last update: 08-05-2015 13:03

How to setup Android KitKat exchange email

How to setup Android KitKat exchange email


  1. From the Home screen, touch Apps Apps Icon > Settings Icon Settings > Accounts Accounts Icon > Add account Add Account Icon > Microsoft Exchange ActiveSync Activesync icon .
  2. Enter your Email address and Password. If this is not the first email account you are setting up on your device, you can mark Set this account as the default for sending emails. to set this as the default email account, and then touch Next.
    ActiveSync Username and Password
  3. Your device will attempt to find the additional details needed to set up your account. If it is successful, you will skip to Step 5. If it cannot find the additional details needed, you will see the message Setup could not finish. Touch Edit details to enter the additional information manually.
  4. Verify the Exchange server settings are correct, and touch Next.
  5. Review the Activation screen. Mark the Do not show again. option if you do not want to see this message again when setting up an ActiveSync account, and touch OK.
    Note: This screen may not be displayed for all ActiveSync accounts. 
    ActiveSync Activation
  6. The Account options screen lets you select the following ActiveSync options:
    • Period to sync Email: Choose the time period your device should keep in sync.
    • Sync schedule: Choose how often your device should connect to the Exchange server to get email during off-peak hours. Choose Push to have email delivered to your device as soon as it arrives on the server.
    • Peak schedule: Choose how often your device should connect to the Exchange server to get email during peak business hours. Choose Push to have email delivered to your device as soon as it arrives on the server.
    • Emails retrieval size: Set an email size limit. Your device will download only the headers for emails that exceed this limit. When you open the message, you will be able to download the entire message.
    • Period to sync Calendar: Choose the time period your device should keep in sync.
    • Set this account as the default for sending emails. Mark this option to send all new email messages from this account by default.
      Note: Not displayed if this is the first email account you are adding to your device.
    • Notify me when email arrives. Mark this option to have your device notify you of new email messages.
    • Sync Email: Mark this option to synchronize your email to your device.
    • Sync Contacts: Mark this option to synchronize your contacts to your device.
    • Sync Calendar: Mark this option to synchronize your calendar to your device.
    • Sync Task: Mark this option to synchronize your tasks to your device.
    • Automatically download attachments when connected to a Wi-Fi® network: Mark this option to set your device to automatically download email attachments when you are connected to a Wi-Fi access point.
  7. Touch Next.
    Exchange Server Settings Activation Screen
  8. Enter a name for the account. This will help you easily identify this account if you add other email accounts to your device. Then touch Done.
    ActiveSync Account Name

We have a video you can follow to assist with mobile device setup


Author: Michael Neal
Last update: 08-05-2015 13:22

Authenticated SMTP Settings

Authenticated SMTP Settings

To use CloudStrong Authenticated SMTP Server the user must have an email account on CloudStrong's Mail Exchange Service.  This can be created within your Company Control Panel


Once you have confirmed the email account to be used by the authenticated SMTP Relay is valid please use the following settings:-

SMTP URL:        auth-ex-relay.outlookinthecloud.com

SMTP Port:       587

Email:               Users email Address

Password:        Email address password

If you experience any issues please confirm the settings at the following URL


Author: Michael Neal
Last update: 18-06-2015 15:32

Create a company Shared Calendar in Office 365

Now navigate to the Public Folders section on the left hand side to create your public folder mailbox.

Create Public Folder MailboxCreate Public Folder Mailbox

Click the Plus button and create a new mailbox as shown.

New Public Folder MailboxNew Public Folder Mailbox

Creating the Root Public Folder

Now that you have a Public Folder Mailbox it’s time to create the root public folder. This is also done in the Exchange Admin Center.

Click Public Folders at the top of the screen and click the plus button to create a new folder. We recommend you give the root folder a very generic name as shown below.

Create Public FolderCreate Public Folder

You now have to assign appropriate permissions to this root folder. We recommend that you allow Administrators to be an Owner of this folder and keep the rest as default. This will mean that normal users cannot create new public folders, it will have to be done by an administrator.

Firstly, click Manage under Folder Permissions.

Manage Public Folder PermissionsManage Public Folder Permissions

Then add all your administrators in and give them Owner permissions.

Assign yourself Owner PermissionsAssign yourself Owner Permissions Public Folder PermissionsPublic Folder Permissions

Creating the Shared Calendar Public Folder

Now your public folder environment is correctly configured and you can start creating the Calendar folder using Microsoft Outlook.

Open up Outlook and navigate to the folders list.

View Folders in OutlookView Folders in Outlook

You should see the Public Folders section. If you do not see the public folders section check that you have assigned the correct permissions above. If you have only just created the public folder mailbox and root public folder it may take a few hours for the public folders to appear here.

Expand out your Public Folders and All Public Folders until you see the root public folder you create earlier.

View All Folders in OutlookView All Folders in Outlook

Right Click on this root public folder and click New Folder to create a Shared Calendar folder as pictured.

Create Shared Calendar Public Folder in OutlookCreate Shared Calendar Public Folder in Outlook

Right Click on the newly created folder and click Properties. You can now set permissions as to who will have access to view and modify the contacts.

Anonymous refers to users outside your company. We recommend setting these permissions to None.
Default refers to authenticated users within your company. We recommend setting these permissions to Author, which will allow them to create new calendar entries and edit their own.

The different permissions are as follows:

Owner Create, read, modify, and delete all items and files, and create subfolders. As the folder owner, you can change the permission levels others have for the folder. (Does not apply to delegates.)
Publishing Editor Create, read, modify, and delete all items and files, and create subfolders. (Does not apply to delegates.)
Editor Create, read, modify, and delete all items and files.
Publishing Author Create and read items and files, create subfolders, and modify and delete items and files you create. (Does not apply to delegates.)
Author Create and read items and files, and modify and delete items and files you create.
Contributor Create items and files only. The contents of the folder do not appear. (Does not apply to delegates.)
Reviewer Read items and files only.
Custom Perform activities defined by the folder owner. (Does not apply to delegates.)
None You have no permission. You can’t open the folder.

Set Default Calendar PermissionsSet Default Calendar Permissions

Author: Support
Last update: 25-02-2016 13:08

Email and Exchange » Outlook

How to move Outlook Signature for old Outlook to Cloud Outlook

To add your old Signature to new Outlook profile please follow the following direction

Open your old Outlook and click File on the top left then Options


This opens a new window please select Mail and then Signatures


Once here select the signature you require, highlight the signature in the textbox below and right click > copy (or ctrl+c) to copy the selected items


Now we need to paste this text into our new Outlook client.

Open your new Cloud Desktop and open Outlook.

Then Click on File and Options


Again this will open a new window click on Mail and the Signatures


This will open another window, click on new(1) and add a name for your signature(2), select the signature and paste the copied Signature from the other Outlook into the textbox below (3), Please change the email address to reflect your email and add the signature to new messages and replies (4)




Author: Michael Neal
Last update: 19-11-2014 19:02

How to Setup Office 365 email on iOS 8+ using Outlook mail client from App Store

Set up Office 365 account in Outlook for iOS

If you have an Office 365 for Business or school account, you can set up a @yourdomain.onmicrosoft.com@yourdomain.com, or @schoolname.edu email on Outlook for iOS.

1. Open Outlook for iOS.

2. Tap Settings > Add Account > Add Email Account.

3. On the Add Email Account page, type your full email address. For example, [email protected], and then tap Add Account.

4. Enter your password and tap Sign In. Outlook may request access to some of your email features. If prompted, agree to these permissions.





Incoming Mail (IMAP) Server:




Incoming Mail (POP) Server:




Outgoing Mail (SMTP) Server:





Author: Michael Neal
Last update: 20-06-2016 12:26

How to setup Office 365 email on iOS 8+ using default mail client

Set up email in the iOS Mail app

To use the built-in Mail app on your iPhone or iPad, choose your email provider here:

Office 365 - Ex: @domain.onmicrosoft.com, @yourdomain.com, @schoolname.edu, etc.

Set up Office 365 email in the iOS Mail app

If you have an Office 365 work or school account, use these instructions to set up your email with your iOS device.

1. Go to Settings, scroll down to Mail, Contacts, Calendars, and then tap Add Account.

2. Select Exchange.

3. Enter your email address, your password, and a description of your account. Your email address should be your Office 365 business account or school account such as [email protected][email protected], or[email protected]. Once your credentials have been entered, tap Next.

4. If you're prompted to enter additional server settings, see 


Server Name


Requires SSL (TLS)

Incoming Mail (IMAP) Server:




Incoming Mail (POP) Server:




Outgoing Mail (SMTP) Server:





5. Choose the apps you want your email account to sync with your iOS device and then tap Save. Your email account is now ready for use with the iOS Mail app.

NOTE: If you're prompted to create a passcode, tap Continue and type a numeric passcode. If you're prompted and don’t set up a passcode, you can’t view this account on your device. But you can set up a passcode later in your settings.

Author: Michael Neal
Last update: 20-06-2016 12:26

How to setup Office 365 email on Android default client

  1. Tap Settings > Accounts > Add account > Email.

    Select Accounts
  2. Type your full email address, for example [email protected], type your password, and then tap Next.

  3. Select the Exchange option.

  4. Depending how the Office 365 administrator in your organization set up your account, you might receive a message about additional security features. Select OK to continue.

    Remote security administration
  5. Once the device verifies the server settings, the Account Options page opens. Accept the defaults or select the options for how you want to receive and send your mail, and then tap Next. (You may need to scroll down to see Next.)

  6. On the Set up email page you can change the name of your account. When you're finished tap Done.

If you synced your calendar and contacts in step 5 you can go to those apps on your phone to view any items that might be there. If you synced tasks as well, you should see them in the calendar app on your device. It might take a few minutes for everything to sync.

Author: Michael Neal
Last update: 20-06-2016 12:22

Email and Exchange » OWA

OWA Attachment and Insert Picture Button Not Working

  1. Go to chrome://flags/#enable-npapi
  2. Click Enable under the highlighted header as shown below

  3. At the bottom left of your screen, click Relaunch Now
  4. Now click New in the OWA and Always allow plug-ins if shown in the address bar

Author: Support
Last update: 22-04-2015 12:12

Email and Exchange » DNS Setting for new eMail domain

Exchange System Settings

Exchange System Settings

Server:                                 casarray.cspcluster1.outlookinthecloud.com

Domain:                               cspcluster1

Exchange Server:                 webmail.outlookinthecloud.com

Exchange Proxy Server:       msstd:*.outlookinthecloud.com


Control Panel Settings


CNAME                autodiscover.cloudstrong.ie        clientautodiscover.outlookinthecloud.com

N.B. change cloudstrong.ie for customer domain


MX Records

10 mx1.mtaroutes.com

20 mx2.mtaroutes.com

30 mx3.mtaroutes.com

40 mx4.mtaroutes.com


SPF Record

V=spf1 ip4: include:mtaroutes.com ~all


Please include the autodiscover and spf txt records for your domain as these are required for Spam and Out of Office / Calendar 

Exchange System Settings are for manual Outlook profile creation

The rest is for customer DNS records

Check details via http://mxtoolbox.com


Author: Michael Neal
Last update: 31-05-2018 11:11

Email and Exchange » Procedures

How to add Suggested Contacts after Migrating Mailboxes with MigrationWiz.

Click Contacts


 Click Contacts


Select (Click) the first one contact and press CTRL+A to select all contacts


Click E-Mail


Click Check Names

Once finished click the close button


Click No if asked to save changes


Click Mail and open a new email and test the suggested contacts.

Author: Michael Neal
Last update: 28-10-2014 12:08

SMTP Settings for Office 365

SMTP Settings for Office 365


URL:      smtp.office.com

Port:     587

Authentication is a user in the Office 365 portal (Valid Email Address)

For use with Scan to eMail please refer to the image below:

Author: Michael Neal
Last update: 21-07-2015 16:01

How to Purchase Office 365 subscriptions

Access denied

Author: Michael Neal
Last update: 29-07-2015 13:07

WebSite Panel

How to Delete a Organisation from our Mail Exchange

  1. Login to the Website Panel and navigate to the organisation that you would like to remove and click on the red X as shown below and agree

  2. Login into the Mail Exchange server (csp-ex-cas-1) as Admin and open Exchange Management Console and expand all the heirarchical tree on the left hand side as shown below


  3. Next click Mailbox as highlighted above first and confirm the mailbox you removed does not appear here by using the filter provided
  4. Now click Hub Transport and the Accepted Domains Tabs and confirm that the domain has been removed aswell. If it's still listed, you will need to manaully remove it as it will create bounce backs 

Author: Support
Last update: 09-04-2015 11:29

How to add contacts for Distribution List in Web Site Panel

Adding Contacts outside of Domain for a Distribution List

  1. Login to WSP portal http://cp.outlookinthecloud.com:9001
  2. Select the Organisation in question
  3. Select Hosted Organisations
  4. Select the domain name
  5. Next select Contacts
  6. Add the contacts to be included in the Distribution List
  7. Select Distribution Lists, create the address and add the users (contacts) just created

Author: Michael Neal
Last update: 12-06-2015 15:38

WebSite Panel » Using WSP

How to Create a customer in the control panel

Create a customer in the control panel

  1. Logon onto the control
  2. Click the create customer icon
  3. In the username use Admin_(customer name)
  4. Generate a user password by using //identitysafe.norton.com/password-generator or any password generator site of your choice.
  5. Enter first and last name
  6. Leave account number blank
  7. Enter in user email address
  8. Leave mail format as html
  9. Select the role either user or reseller
  10. Leave status as active
  11. If demo account tick the box
  12. Then click create
  13. On the next page click create hosting space
  14. Un-tick Send Space Summary Letter 
  15. Leave Create Space Resources and Automated Hosted Organization Provisioning ticked Enter in domain name eg cloudstong.ie
  16. Finally click create Space
  17. Click Hosting Plan on the left
  18. Click Create Hosting Plan
  19. Add Hosted Exchange to Plan Name
  20. Select Hosting Space from Dropdown
  21. Check System and check Disk Space, Bandwidth, Domains and Sub-Domains as Unlimited
  22. Check Hosted Exchange and Check all options except the top and bottom.  Add 14 days to keep Deleted Items
  23. Check Hosted Organisations and check Orgs, Users per Org and Domains by Org to unlimited
  24. Click save.

Test login details and email these to the new partner via the WSP template.

Author: Michael Neal
Last update: 21-10-2014 16:34

Create an email account in the control panel

How to create a new email account within an existing Exchange Account

  1. Logon to the control panel
  2. Select Customers
  3. Select the customer account
  4. If “all customers” are shown select it if not go to step 5
    • Choose the customer from the list and go to step 5
  5. Selected hosted organizations
  6. Select the organization under “organization name”
  7. Under “exchange” on the left select mailbox
  8. And select “new mailbox”
  9. enter user credentials
  10. Enter the email address provide by the customer
  11. Enter a password
  12. Leave “Choose mailbox type”: as user mail box
  13. Select the mail box plan as per customer request.
  14. Finally click create mailbox
  15. Check credentials using the owa

Author: Michael Neal
Last update: 21-10-2014 16:39

How to change/add email address of user in Web Site Panel

  1. Login to the control panel and navigate to the clients mailbox to want to amend and click on their Display Name
  2. Click on the E-mail Addresses tab and enter the new email address and click Add and then set it to the the primary address is not selected.  
  3. Now on the General tab, select the primary email address from the dropdown as their login name. Change the display name if required.
  4. Save Changes

Author: Support
Last update: 05-01-2015 18:04


How to undelete Soonr Projects

Author: Michael Neal
Last update: 29-10-2015 12:16

How to undelete Folders / Files Soonr

Undeleting folders and files


Locate the folder or file

  1. Navigate to the Project or folder in which the deleted folder or files was located
    Tip:Check the 'Recent Changes' tab on the 'Dashboard' to view recently deleted files.
  2. Check the 'Show deleted' box to display deleted items
  3. Locate the folder or file, either by navigating the folder structure or by using the search field

Click on the folder or file to be undeleted


Select 'Undelete' or 'Restore'

Learn about the difference between "Undelete" and "Restore".

The 'Previous Versions' option allows for older versions of the folder/file to be selected and undeleted or restored.

Author: Michael Neal
Last update: 29-10-2015 12:18

How to Add New Team Member

Only Team Administrators can create Team Members


Navigate to the 'Members' tab

Log in to Soonr Workplace Online
Select 'Team' ? 'Members'


Click '+ Add a Member'


Enter the new Team Member details

  1. Enter the Team Members name, email address and phone number
  2. Allocate storage quota as required
    Note that the storage space used is always deducted from the Project owners allocation
  3. Specify the country and time zone
  4. Enter any additional information (optional)
  5. Specify the abilities of the Team Members
    • Allow Backup
      Specify whether the Member is allowed to use the backup feature
    • This Member is an administrator of the Team
      Specify whether the
    • This Member can create Connections
      Specify whether the Member can create Connections


Click 'Create Member'

New Members will receive a welcome email containing the information necessary to start collaborating on Projects.

Author: Michael Neal
Last update: 29-10-2015 12:35

How to Add New Connection Soonr


Navigate to the 'Connections' tab

  1. Log in to Soonr Workplace Online
  2. Select 'Team' ? 'Connections'


Click '+ Add a Connection'


Enter the new Connections details

  1. Enter the Connections name, email address and phone number
  2. Specify the country and time zone
  3. Enter any additional information (optional)


Click 'Create Connection'

New Connections will receive a welcome email containing the information necessary to start collaborating on Projects.

Author: Michael Neal
Last update: 29-10-2015 12:37

How to Change Members Password

Only Team Administrators are able to reset passwords on behalf of other Team Members.

Note that Team Members can reset their own passwords.

Note this same procedure will work for changing passwords for Connections - simply navigate to theConnections tab instead of the Team tab.


Edit the Team Member

  1. Click on the 'Team' tab
  2. On the 'Members' tab, select the Team Member whose password needs to be reset
  3. Click on 'Edit'


Change the Team Members password

  1. Click on 'Change Password'
  2. In the "Change Password" dialog box:
    • Enter and confirm the new password
    • Enter your administrator password
    • Click on 'Change Password' to save the changes

Author: Michael Neal
Last update: 29-10-2015 12:39

Sharing Projects / Folders with Team Members

With all your data held in the cloud, security is a paramount concern and tools are required to ensure only people with permission can access this data.  Soonr allows for granular permissions to ensure the security of your data, while being able to easily share with the people who should have access.

By default, only you will have access to the Projects, files and folders you have stored within the Soonr Workplace. To allow other users to access this data, permission needs to be granted. Four levels of permission are available:

Permission can be granted to any Project or folder.
By default, access to Projects, folders and files owned by other Team Members is denied. Team Members can be granted access to Projects and folders via the Soonr Workplace Online.

To share a Project or folder with a Team Member:

  1. Log in to Soonr Workplace Online
  2. Select the 'Projects' tab
  3. Navigate to the Project or folder you wish to share
  4. Select 'Shares'
  5. Enter the name of the Team Member you wish to share the Project or folder with into the "Invite a Member, Connection or Group..." field
  6. Use the 'Select Permissions' drop-down to assign the desired permissions
  7. Click on 'Share Project' or 'Share Folder' to make it available to the selected Team Member(s)



To ensure you only share the files you intend to share, please take careful note of the following information:

  • Permissions are inherited by all folders and files within the Project or folder you share. For instance, if you grant a Team Member 'Full Access' to a Project, they will get full access to every folder and file within that Project.
  • Permissions are granular, meaning permissions can be set on any sub-folder.
  • Permissions can only be granted. By default, only the Project owner has access. To share a Project or folder, the owner must grant access to other users. As permissions cannot be restricted on a folder or Project, structuring the Projects should be performed with this in mind.
  • Permissions can be increased in sub-folders. A higher level of permissions can be applied to folders within a Project.   For instance, 'Read-Only' permissions can be granted for a Project and 'Full Access' can be granted for a specific folder within the Project - the person with whom you are sharing will be able to read all folders and files within the Project as well as having full access to the specific folder to which 'Full Access' permissions were granted.  Another example of how this can be implemented is that permissions can be granted to a single folder or file within the Project file structure - in this example, the recipient will be able to see the Project. Within the Project, they will only see the single folder or file to which they have been granted access. If this folder or file is multiple layers down in the file structure, they will see only the folders that contain the files or sub-folder to which they have been granted access.
  • A lower level of permissions cannot be applied than the inherited permission. For instance, if you have given 'Full Access' to a Project, you cannot restrict that Team Member to 'Read-Only' or 'Modify' permissions for any of the contents of that Project. This also entails that access cannot be restricted to a folder or file within a Project or folder that has shared.

Author: Michael Neal
Last update: 29-10-2015 12:57

Share Folders from Locations outside Soonr Workspace Folder

Note that this feature is restricted to administrative users and requires Soonr Workplace Desktop Agent version 4.4 or higher.

By default, all Projects sync to your Soonr Workplace folder.

Local Folder Syncing allows any folder on your computer to be synced with the Soonr service, enabling you to sync Projects to locations most convenient for you.  These folders can be located anywhere on your local drive, an external drive or a network drive.  These synced local folders provide all the same features and functionality as a Project.  In fact, a local folder that is synced becomes a Project within the Soonr Workplace Online.

To set up syncing of a local folder:

Click on the Soonr Workplace icon  in the menu bar and select ‘Open Soonr Preferences…’, then click on the ‘Folder Sync’ tab

Click on the Soonr Workplace icon  in the system tray and, from the ‘Settings’ sub-menu, select ‘Folder Sync…

To sync a Project with a local folder, click on ‘Sync Project’.  A dialog box with two options will be displayed:

  • Create a Project from Local Folder
    Select this option to create a new Project in Soonr Workplace Online from an existing local folder.
  • Sync Project to Local Folder
    Select this option to sync a Project from Soonr Workplace Online to a local folder of your choosing.

Create a Project from Local Folder

Selecting the ‘Sync Project from local folder’ option will open a dialog box.

  1. Click on ‘Browse…’ and locate the folder to convert into a Project
  2. Provide a name for the Project
  3. Click on ‘Create Project’ to convert the folder into a Project and start syncing




Note that a Project can be created from an entire drive, if you have the appropriate permissions at the root level of the drive, and if you have sufficient storage quota.  This allows for an entire network drive or external drive to be converted into a Project.
As a general precaution, we recommend keeping the number of files in a Project to less than 100,000.  While there is no limit on the number of files a Project may contain, performance will be affected when Projects exceed this suggested number of files.

Sync Project to Local Folder

Selecting the ‘Sync Project to Local Folder’ option will present a dialog box with further options

    1. Click on ‘Select Project…’ to view Projects available to sync
    2. Select the Project to sync and then click ‘OK
Note that only Projects that are not already synced locally will be displayed as available to sync. If you wish to sync a Project that is already on your machine to a different location, first theProject must be un-synced via the Soonr preferences (“Workplace sync” or “Folder sync” tab).


  1. Next, click on ‘Browse’ to specify the location of the local folder that this Project will sync to.  The local path will be displayed below.  Select ‘Sync Project into local folder’ to complete the process and start syncing



    • If a local folder that is synced to a Project is moved, renamed, deleted or unavailable (network & external drives), the Soonr Desktop Agent will prompt you and request that you fix the sync errors.  From the Soonr menu, available from the menu bar / task bar, select ‘Fix Sync Errors…’.  The dialog box that opens will allow you to correct the path to the Project on your local machine or unsubscribe from the Project.
    • Syncing a local folder to a Project will not be permitted if:
      • it contains a folder which is already syncing with a Project, or
      • ?
      • it resides within the folder structure of a local folder that is already syncing with a Project, or
      • it resides within the Soonr Workplace folder

To illustrate this concept, if the folder in green is syncing to a Project, syncing of the red folders to a Project will not be permitted. Only the blue folders could be synced to a Project. ?To sync a red folder to a Project, first the green folder needs to be un-synced.

  • When syncing a local folder on a share drive (for instance network drives) to a Project, the person who initiates this process becomes the owner of the resulting Project within Soonr.?Should another Team Member subsequently attempt to convert the same folder to a Project, they will receive a warning that the folder is already being synced and will be provided the option of being able to take over ownership or cancel the operation.
  • Pay careful attention to the data within volumes or folders that are synced to Projects, taking note of file types that should not be synced.
Note that external drive mounts may not be added as an External Project Folder when running in "Service Mode": Unable to add external drive via "Folder Sync"


Author: Michael Neal
Last update: 29-10-2015 13:01

How to backup Computer with Soonr

In addition to Soonr's core functionality as a file sync and collaboration service, Soonr can be used to backup data on your computer, thereby ensuring that it is safe from loss. Should your machine break or get stolen, you will always have the backups available to restore your data.
Unlike the core sync aspect, backups are not shared.

Note the limitations applied to backups.

1Launch the Backup Settings

Click the Soonr Workplace icon  in the system tray.
From the 'Settings' sub-menu, select 'Backup Settings...'

2Load the 'Manage Backups' pane

Upon first launch, the 'Manage Backups' pane will show immediatetly.
If it does not show, simply click on 'Manage Backups'.

3Select files to backup
  • Using the file selector, locate and check the folders and files to backup.
  • To backup only certain file types, click on 'Only these types', then check the box associated with the file types to be backed up
  • Using the 'Exclude Types' button, you can specify files to exclude. Specific files can be excluded or file extensions can be specified for exclusion

4Check your backup fits within your quota

Note whether your selection fits within your allotted storage quota

5Click 'Finish' to complete save the changes and start the backup

What if the backup fails?If the backup fails, the Soonr Desktop Agent sends a list of the failed files to the server and the server decides which files to request. If the Agent cannot reach the file for whatever reason (most commonly, the file is in use), the server creates a push list and instructs the Desktop Agent to send the file when it becomes available. If this file does not become available and complete backing up within 10 days, the owner of the file in notified by email. The owner will get mails weekly thereafter until the file is backed up or the owner selects the 'ignore' option in the notification email.


Author: Michael Neal
Last update: 29-10-2015 13:03

Enable / disable Microsoft File Locking (Windows Only)

Soonr Workplace Desktop Agent for Windows offers Microsoft Office Locking Support. When enabled:

  • The user will be prompted with the option to lock the files as soon as they begin editing the document
  • When the file is open, the user will be prompted if the file is updated by another user
  • The file will automatically unlock when it is closed

Additionally, the "Lock files automatically in Microsoft Excel, Word and PowerPoint" option can be enabled, which will lock the file automatically once editing of one of these document types commences.

The Microsoft Office plug-in requires:

To enable this feature:


Navigate to the Projects tab

Click the Soonr Workplace icon  in the taskbar.
From the 'Settings' sub-menu, select 'Workplace Sync…'.


Toggle the locking options

Check/uncheck the 'Microsoft Office Locking Support' and 'Lock files automatically in Microsoft Excel, Word and PowerPoint' options to enable/disable these features.


Author: Michael Neal
Last update: 29-10-2015 13:04

Selectively Sync New Projects with Soonr Agent

Selective Sync allows you to specify which folders within a Project are synced to your Mac or PC. This is especially useful when large Projects exist and only sub-sections of the Project need to be synced to the local machine.

Selective Sync can be performed on existing Projects or when syncing a Project for the first time. For administrators, Selective Sync can also be used on Projects stored in alternative locations to the Soonr Workplace folder, via the “Folder Sync” tab.

For all Selective Sync instructions, access the Soonr settings by:
Click on the Soonr icon  in the menu bar and select ‘Open Soonr Preferences’, then select the ‘Workplace Sync’ or ‘Folder Sync’ tab
Click on the Soonr icon  in the system tray in the system tray and, from the ‘Settings’ sub-menu, select ‘Workplace Sync...’ or ‘Folder Sync...’ option


Selective Sync of new Projects
To selectively sync folders within a Project that is not currently syncing to the machine:
  1. Select the ‘Workplace Sync’ tab
  2. Click ‘Sync Project
  3. Select the Project to sync and then click ‘Selective Sync
  4. Expand and collapse the folder structure by clicking the disclosure triangle. Tick the folders to be synced and untick the folders not to be synced.
    Note that by holding the ctrl key and clicking the checkboxes, you can check/uncheck a box without automatically selecting/deselecting the sub-folders within that folder.
  5. Click ‘OK
  6. The selected folder will now start to sync in the background.
  7. Close’ the Project Selection window or repeat steps 2 - 5 to sync another Project.

Author: Michael Neal
Last update: 29-10-2015 13:06

Locking Files so Team Members can't Edit Open File

Files can be locked within Soonr to prevent Team Members overwriting each others work.

Files can be manually locked on Mac, PC, Mobile Devices or via Soonr Online.  On Windows, if the Microsoft Plugin is enabled, files can be automatically locked when editing commences.

When a file is locked, a lock icon will be shown on the file and any users that open the file will be warned that the file is locked.  On Windows, if a user has the file open but has not commenced editing and someone else starts editing, they will get an alert to tell them the file is now locked.  At this point the file will become read-only.

While the Enterprise plan provides control over who can overwrite file locks, by default any user can unlocked a file.  This functionality eliminates delays to work should a Team Member forget to unlock a file.  With this in mind, the is some reliance on collaboration within the workplace.

If the same file is edited and saved by multiple people simultaneously, this will create a conflict.  All versions created by these users will be saved and the filename will be appended with the users name, this ensuring no information is lost should this occur.

Soonr offers a file locking mechanism to avoid overwriting changes when multiple Members access the same file simultaneously.


There are four ways to lock files in Soonr:

Automatically via Microsoft Office (Windows only)
NoteThis method requires Windows XP or later, Office 2003 or later and the latest version of the Soonr Desktop Agent to be installed.

By default, Microsoft Office auto-locking is enabled, which will cause any Microsoft Word, Excel or PowerPoint files to be locked automatically when a Member starts editing a file located within the Soonr Workplace folder.

If Microsoft Office auto-locking fails to function as expected, follow these steps.

Manually via Desktop Agent
Note Manual file locking requires the Soonr Desktop Agent to be installed.

Simply right-click on any file within the Soonr Workplace folder and select 'Lock for me' from the contextual menu.

Manually via Soonr Online
  1. Log in to Soonr Workplace Online
  2. Select the 'Project' tab
  3. Navigate to the file to be locked
  4. From the associated action menu, select 'Lock'
Manually via Mobile App

While viewing the file within the Soonr Mobile App, tap the 'Actions' button and select 'Lock'.

Auto-locking can be switched on for mobile devices from within the 'Settings'. This will result in files being automatically locked when editing starts and unlocked when editing is complete

Author: Michael Neal
Last update: 29-10-2015 13:41

How long are Files Held in Soonr Online after Deletion

Retention for Projects / Folders / Files

The Soonr Desktop Agent tracks all user activities, including deletions. Soonr archives your deleted files for 180 days.

Undeleting Projects


Click on the 'Projects' tab


From the 'Project View Menu', select 'Deleted Projects'


Click on the Project to be undeleted


Select 'Undelete' or 'Restore'

Learn about the difference between "Undelete" and "Restore".

The 'Previous Versions' option allows for older versions of the Project to be selected and undeleted or restored.

Undeleting folders and files


Locate the folder or file

  1. Navigate to the Project or folder in which the deleted folder or files was located
    Tip:Check the 'Recent Changes' tab on the 'Dashboard' to view recently deleted files.
  2. Check the 'Show deleted' box to display deleted items
  3. Locate the folder or file, either by navigating the folder structure or by using the search field

Click on the folder or file to be undeleted


Select 'Undelete' or 'Restore'

Learn about the difference between "Undelete" and "Restore".

The 'Previous Versions' option allows for older versions of the folder/file to be selected and undeleted or restored.

Difference Between UnDelete and Restore

Undelete, as the name suggests, reverses the delete operation. The deleted Project, folder or file will be placed back into its original location.

Restore will download the Project, folder or file to a specified location.

When selecting the 'Restore' option, three choices will be available:
Use Desktop folder
The restored files will be downloaded to your Desktop.
Use default restore folder
The restored files will be downloaded to the default downloads location.
Browse for a different directory
The restored files will be downloaded to your desired directory.
Note that at least one device needs to be online to perform a restore!

Author: Michael Neal
Last update: 29-10-2015 13:32

Soonr Project Loader Tool

The Project Loader feature requires:
Windows - Soonr Desktop Agent 5.0 or later
Mac - Soonr Desktop Agent 5.0.40 or later

The Project Loader allows pre-population of Projects with local data instead of sync'ing them from the cloud. By copying the files from a local source, considerable time and bandwidth can be saved.

How to use the Project Loader


Open the 'Workplace Sync' settings pane

  1. Click the Soonr Workplace icon  in the system tray
  2. From the ‘Settings’ sub-menu, select ‘Workplace Sync…


Click on ‘Sync Project’



Initialise the Project Loader

  1. Select the Project to sync
  2. Select the ‘Use Project Loader’ option
  3. Select either ‘Selective Sync’ or ‘Full Sync


Direct the Project Loader to the location of the locally available files

Click 'Browse' and navigate to the location where the local copy of the data is stored, then click ‘OK


Click ‘OK’ to start the Project Loader

What happens next?


Close the Project Loader

Click ‘Close’ to complete the Project Loader and commence syncing the files not currently within the selected Project


  • For Projects to be visible and accessible to the Project Loader, first the Project must be shared with the respective Team Member.
  • The free disk space on the machine must be greater than the size of the folder selected in step 4 plus 1GB!

Author: Michael Neal
Last update: 29-10-2015 13:34

If Microsoft File Locking Fails When Editing

Be aware that the Microsoft Office auto-locking feature requires you edit a document for the auto-locking to activate! Only opening the file does not cause the lock to activate!

Note:.NET 4.0 or later is required for the Microsoft Office Plugin to function!

If Microsoft Office auto-locking stops functioning or you receive an error referencing "Soonr4Office" or "Soonr", follow these steps to reinstall the Soonr4Office plugin:

  1. Quit all Microsoft Office Applications
  2. Open an Internet Explorer browser window (Internet Explorer is required)
  3. In the address bar enter "soonr:debug", press Enter / Return and then click 'Allow'
  4. The "Debug" tab within the Soonr Agent will be displayed
  5. Click the 'Uninstall Office Plugin' button to initiate the uninstall (it should take just a few seconds)
  6. Open the Soonr Settings again and navigate to the "Workplace Sync" tab
  7. Click 'Install Microsoft Office Support' to re-install the plugin
  8. Shutdown and restart the Soonr agent

If the issue persists:


Click for instructions - Check for plugin conflicts

Update the Desktop Agent

Download and install the latest version of the Soonr Desktop Agent


Disable the additional plug-in

Disable reference to the obsolete Add-In in Office application:

  1. Open a Microsoft Office application (Word, Excel or PowerPoint)
  2. From the menu bar, select 'File' ? 'Options' ? 'Add-ins'
  3. From the 'Manage:' drop-down list, select 'COM Add-ins' and then click the 'Go...' button.
  4. Locate and deselect the entry "Soonr4Office.Connect". Ensure "Sync File Lock Plugin" is selected
  5. Click 'OK' to exit the manage window
  6. Click 'OK' to exit the Options window
  7. Quit and relaunch all Microsoft Office applications

Author: Michael Neal
Last update: 29-10-2015 13:40

How to Move Soonr WorkSpace Folder to New Location

Note:If running in "Service Mode", before proceeding with the steps below the the Soonr Desktop Agentmust be set to "Unified Mode" by selecting 'Revert from Service...' from the Settings.

Note:At least one Project needs to be synced before proceeding with the steps below.

To move the location of the Soonr Workplace folder:

  1. Shut down the Soonr Desktop Agent
    Click the Soonr Workplace icon  in the Menu Bar (Mac) / Task Bar (Windows) and select ‘Shutdown Soonr Desktop Agent’.
  2. Move the Soonr Workplace folder to the desired location.
  3. Re-launch the Soonr Agent applicaton (from Applications (Mac) /Program Files (Windows).
    You will be prompted to direct the agent to the new location of the Soonr Workplace folder.

Author: Michael Neal
Last update: 29-10-2015 13:43

Soonr Desktop Agent has Stopped Syncing

If your Desktop Agent stops syncing, please check:

  • that you are running the latest version of the Soonr Desktop Agent
  • that you have an Internet connection - test by logging into Soonr Online, thus ensuring you have a valid Internet connection and your login credentials are working. 
    If you cannot login to Soonr Workplace Online, please see this article.
  • that your Agent is online - the Soonr icon in your Menu Bar (Mac) / System Tray (PC) will be displayed in green if it's online.
  • that you have at least 500MB free disk space, as well as sufficient disk space for all the files waiting to sync. 
  • In the scenario where the Soonr Workplace folder has been moved to an alternative disk/drive, note that at least 500MB needs to be available on the drive on which the application is installed. Furthermore, the files are cached during syncing on the drive the application is install on, so in the case of large file it may require more than 500MB of free space.

Unable to Login to Soonr Online

If you receive an error stating your account has been disabled when attempting to login, it may be due to one of the following reasons:


  • Your Soonr subscription has been disabled, either because the trial period has ended or the subscription has not been paid.
  • Your have entered an incorrect password too many times - in this case, click on the 'Forgot password' link to reset your password and regain access to your account.
  • Your account has been disabled by an administrator - consult your administrator to check the status of your account.
  • Your account has been disabled via Active Directory - in this case, speak to your local IT team to re-enable your Active Directory account.

Author: Michael Neal
Last update: 29-10-2015 13:49

How to Restore From Soonr Backup

  1. Login to Soonr Workplace Online
  2. Select the ‘Devices’ tab
  3. Select the device that has the backed up files you wish to restore
  4. Click on the ‘Restore’ button, toward the top right corner
  5. Select the file/folder to restore, then click ‘Restore
  6. Select the machine to restore the files too, then select ‘Continue
  7. Select from the provided options:
    Use Desktop Folder
    Downloads the backup to the Desktop folder on the selected device
    Use default restore folder
    Downloads the backup to the default downloads folder on the selected device
    Browse for a different directory
    Provides a further dialog box, allowing for the download location to be specified
NOTE:Depending on the size of the backup, your restore time may vary from a few hours to a few days.

Author: Michael Neal
Last update: 29-10-2015 13:52

Deleting Projects / Folders / Files in Soonr

Via Soonr Workplace folder

To delete a file or folder via the Soonr Workplace Desktop Agent, simply delete it the same way you would any other locally stored file or folder on your computer.
Note that Projects can only be deleted via Soonr Workplace Online!

Via Soonr Workplace Online

To delete a Project, folder or file via Soonr Workplace Online:

  1. Log in to Soonr Workplace Online
  2. Select the 'Project' tab
  3. Navigate to the Project, file or folder you want to delete
  4. From the associated action menu, scroll to the 'Manage' sub-menu and select 'Delete'.

Files are retained and can be 'undeleted' for 6 months after they are deleted.
NOTE:Deleting Projects, folders or files will result in them being deleted from the cloud. In turn, this will delete the files or folders from all your devices and all Team Members with whom they are shared.

Author: Michael Neal
Last update: 29-10-2015 13:56

Difference Between Soonr Account Types

Super Administrator (Enterprise Only)
In addition to the feature set available to AdministratorsSuper Administrators can access the 'Team ? 'Manage Projects' tab within Soonr Online. This allows this user type to view and manage files stored by all users within that Soonr Team, regardless of whether the Project is shared or not!
Administrators are users who are authorised to perform administrative and billing functions, and manage the accounts of other users within the team. In the creation of a new Soonr team, the creator of the new account is the ‘Default Administrator’.

Administrators can, at their sole discretion, terminate the account of a Team Members or Connection.

Team Members
Team Members are regular, unrestricted users of Soonr. They may be individuals or direct employees of companies that have contracted Soonr to make the services available to the team. A Team Membermay be given ‘Administrator’ rights by the Default Administrator.
Connections are restricted users that cannot be allocated storage, and therefore can not create or ownProjects or backup their computers.
Connections, per the terms of the user license agreement, must not be a direct employee of an entity or organisation that subscribes to the Soonr service.

FeatureSuper Admin*AdminMemberConnection
Manage all Projects ?      
Create Super Admins* ?      
Create Admins ? ?    
Create Members ? ?    
Create Connections ? ? ?**  
Reset Users Passwords ? ?    
Allocate storage quota ? ?    
Administer Active Directory* ? ?    
Administer Team Policies* ? ?    
Administer SalesForce Integration* ? ?    
Create and view reports* ? ?    
Remotely wipe Team Members devices* ? ?    
Backup Files ? ? ?  
Create Projects ? ? ?  
Share Projects ? ? ?  
Utilize the Desktop Agent and Mobile App ? ? ? ?
Everything Else ? ? ? ?


* Enterprise only

** Permission to create Connections can be granted to individual Members by an Admin or Super Admin

Author: Michael Neal
Last update: 29-10-2015 13:58

How to Control the Soonr Agent Sync Bandwidth

The maximum bandwidth allocated to the Soonr Desktop Agent can be controlled via the Soonr Desktop Agent preferences. The maximum transfer speed can be set for each network connection type. For instance, you may wish to set your ethernet connection to use full speed, but use a slower speed via wifi and disable any data from transferring via your bluetooth tethered phone.

To access the Soonr settings:
Click the Soonr Workplace icon  in the system tray and, from the 'Settings' sub-menu, select the 'Network' tab.
Click the Soonr Workplace icon  in the menu bar and select the 'Open Soonr Preferences...' tab. Next, select the 'Network' tab.

Within the Network settings, the following controls are available:

  • Connection Usage
    Specify what traffic can use the connection:
    • Backup & Sync
    • Sync only
    • None
  • Transfer speed
    Specify the maximum speed the connection can use.
  • Use fastest speed
    Specify a time slot when the maximum speed can be used.


Author: Michael Neal
Last update: 29-10-2015 14:00

What Files Should Not be Synced with Soonr

Files that are simultaneously accessed by multiple people (such as databases or accounting software) or are frequently updated outside of the control of the user (such as email repositories) should not be synced with Cloud services.

Due to the nature of Cloud services and these file types, syncing such files will result in unexpected consequences and potentially data loss.

In the scenario where multiple users are simultaneously accessing the same file, the mechanism that controls which file is the master file will create duplicates to ensure the changes made by the other open editing sessions are not lost. The end result is that, within a short period of time, dozens (potentially hundreds or even thousands) of near-duplicates will be created, each containing the alterations made by the individual users - none of which will contain all of the entries.

In the scenario of files that are updated out of the control of the user, every time a change occurs to a file that is syncing with the Soonr service, the file is re-synced with the service. In the case of these automatically updated repositories, due to the frequency of updates and that they are often quite large, they can clog the syncing process causing the Soonr Desktop Agent to continuously re-initialise the upload and never complete (because it keeps restarting before it finishes).

The best practice for these file types is to store them on a locally-accessible drive and then use the backup function within Soonr if desired, purely as a disaster-recovery option.

Author: Michael Neal
Last update: 29-10-2015 14:03

How to View the Progress of Syncing Projects

The Soonr Workplace Desktop Agent includes a progress monitor where you can see a live view of the progress of both files that are syncing as well as backups.


To view the progress window, click the Soonr Workplace icon  in the menu bar (Mac) / taskbar (PC) and select the 'Progress...' option.


Author: Michael Neal
Last update: 29-10-2015 14:05

How to Recover Projects after Employee Leaves the Company and has Deleted the Project

If the user has deleted Projects, folders or files, these can easily be retrieved within the 6 month period that Soonr retains deleted files.

  • This process requires an administrator account
  • The Team Members account needs to be enabled.
  • Once a Team Members account is deleted, any Projects they own are also deleted and cannot be recovered!

Enterprise plan

  1. Log in to Soonr Workplace Online
  2. Navigate to the 'Team' ? 'Manage Projects' tab
  3. Enter your administrator password when prompted
  4. Undelete the required Project, folder or file.
    Note the process for undeleting Projects is slightly different, whereby "All Members Deleted Projects" must be selected from the 'Project view menu'.
  5. Once the Project has been undeleted, reassign it to another Member

Pro plan


This process only applies to Projects owned by a Team Member who is no longer available to undelete the files themselves. Current Team Members can undelete Projects, folders or files within Projects they own without administrator assistance.

  1. Log in to Soonr Workplace Online
  2. Change the password for the Team Member who deleted the Projects, folders or files
  3. Log out of the administrator account and log in as the Team Member who deleted the Projects, folders or files
  4. Undelete the required Project, folder or file.
  5. Once the Project has been undeleted, reassign it to another Member

Author: Michael Neal
Last update: 29-10-2015 14:11

How to Re-assign a Project to a different Soonr Team Member

Projects can be reassigned to other Team Members via Soonr Workplace Online.

  1. Log in to Soonr Workplace Online
  2. Navigate to the 'Projects' tab
  3. From the action menu associated with the Project to be reassigned, hover over 'Manage' and select ‘Reassign
  4. Select the Team Member to reassign the Project to

If the Team Member who the Project is being reassigned to does not have sufficient disk space, the required storage quota will also be reassigned from the original Project owners account to the Team Member that the Project is reassigned to.

Author: Michael Neal
Last update: 29-10-2015 14:10

How to Remove Files from Lost Device as Administrator

Wiping devices by administrator

Wiping devices of other Team Members is only available to Administrators on an enterprise plan
Team Administrators are able to remotely wipe any devices associated with their Soonr Team:
  1. Log in to Soonr Workplace Online
  2. Navigate to the ‘Devices’ tab
  3. Select the ‘Manage Devices’ tab
  4. Use the Status View menu to select ‘Active Devices’ if necessary. Locate the device using the search field and filter options, or just scroll through the list
  5. Select ‘Disable – Lost Device’ from the associated action menu.
    A device can also be disabled by selecting a device to display a detailed view, then selecting ‘Manage Device’ and clicking ‘Disable’.
  6. A confirmation screen will be displayed and will provide the option to “Wipe on connect”. Selecting this option will result in the synced data on the device being immediately wiped upon its next connection with the Soonr service.
The device will be moved into the “Disabled Devices” section and display “Wipe Pending”. Up until the point the device is connected, ‘Undo Wipe’ can be selected from the action menu to cancel the wipe. Once the device connects, the wipe is irreversible.

Deleting a Team Member

Wiping devices of other Team Members is only available to administrators on an Enterprise plan. Due to this restriction, this section is only valid for Enterprise Administrators. As a workaround for ProTeamsreset the Team Members password, then login to Soonr Online as that Team Member and remotely wipe the devices as described above.
When an administrator deletes a Team Member (via ‘Team’ ? ‘Members’), in addition to selecting what happens to Projects owned by the Team Member, the option to wipe the device will be available for each individual device.

Wipe Data Policies

If your Soonr Team leverages Active Directory or API’s to administer your Team, policies are available to wipe the devices without needing to access Soonr Workplace Online.

To enable these policies:

  1. Log in to Soonr Workplace Online
  2. Click on ‘Configuration’ and then ‘Policies’
  3. Click on ‘Device Policies’ to expand the section
  4. Toggle the following policies to enable or disable the feature:
    • Wipe data when Account Disabled
      Remotely erases all synced data from the user's devices when their account is disabled via Active Directory or the API.
    • Wipe data when Account Deleted
      Remotely erases all synced data from the user's devices when their account is deleted via Active Directory or the API.

Author: Michael Neal
Last update: 29-10-2015 14:14

How Previous Versioning Works in Soonr

Every time a file is synced or backed up via Soonr, a "version" is created and any changes are saved. This allows you to revert to previous versions of these files, should unwanted changes be saved.

Versioning works in the following way:

A new version is created each time a file is saved.  

All versions for the last hour are saved.

The last version from each hour for the last day is saved.                     24

The last version from each day for the last week is saved.                    7

The last version from each week for the last month is saved.               4

The last version from each month is saved for the last 6 months.         6

After 6 months, the version is permanently deleted.

How to Use Previous Versions

To combat accidental saves and unwanted changes, Soonr features a versioning system that allows users to revert to a previous version and retains versions for 180 days.

To access the previous versions, logon to Soonr Workplace Online and navigate to the Project containing the target file. Once you select the target file, from the ‘More’ menu, select ‘Manage’ ? ‘Previous Versions’. This will open up the Previous Versions list and provide the following options for each version:

The version will be downloaded to the default download location on the device.
Allows you to specify the location to which the version is downloaded.
Makes the select version the current version.

Author: Michael Neal
Last update: 29-10-2015 14:20

Locking a file in Soonr

Desktop - Lock File

To lock a file in Soonr on your desktop, right click the file in question and select one of the options highlighted in the image below.

Don't forget to unlock once editing is completed.

Soonr-Online - Lock File

Log on to the Soonr Online Portal.  Locate the file to be locked, check the checkbox and select lock file as in the below image.

Again remember to unlock when editing completed.

Author: Michael Neal
Last update: 03-11-2015 15:43

How to expand hard drive space on your virtual desktop

1. Firstly turn off the VD in SCVMM
2. Right click the vd and click properties
3. Go to hardware configurations
4. Tick expand virtual hard disc and change the size (eg 41 to 60)
5. Then click OK
6. Restart the vd and logon as administrator
7. In the server management window click storage
8. If this window doesn’t appear right click my computer and click manage.
9. In the panel click disk management
10. Right click the disk (C) and click Extend Volume.
11. On the Welcome to the Extended Volume Wizard, click next.
12. On the Select Disk page, click next.
13. On the Completing the Extended Volume page, click Finish.
14. Finally logon as the customer to verify the setting change.

Author: Support
Last update: 21-10-2014 16:44

QuickBooks Download Site

Author: Michael Neal
Last update: 26-02-2015 13:04

Collsoft Download Site

Author: Michael Neal
Last update: 26-02-2015 13:06

There is a mismatch in the virtual sizes of the parent virtual hard disk and differencing disk.

This error occurs when a vhd has a snapshot while the VM's HDD is Expanded.  

The headers are altered on the footer format of the dynamic hard disk


  1. Ensure the VM is turned off and replication is stopped.
  2. Remove any Snapshots that exist.
  3. Login to the host witch holds the VM
  4. Open the application vhdtool.exe
    1. If on a server core machine start powershel by typing "powershell"
    2. Type "\\csp-store-14\cloudstrong\software\vhdtool repair\"
    3. Type ./vhdtool.exe /repair "path to xxx.vhd" "path to xxx.avhd"
  5. Output should look like the following

6.  Increase the HDD size as needed.  Turn on the VM and increase the HDD through the disk management console.

Author: Michael Neal
Last update: 20-04-2015 12:28

QuickBooks not finding Outlook as email client

How to force QuickBooks to find Outlook as an email client.

This is for 64Bit Office installation.  Use 32 Bit office if possible.

  1. Open notepad as administrator
  2. Open win.ini from c:\windows folder
  3. Add
    • [Mail]
    • mapi=1
    • mapix=1
  4. To the bottom of the file
  5. Save and open QuickBooks
  6. Go to Edit > Preferences > Send forms and select Outlook.
  7. Restart QuickBooks for the setings to stick

Author: Michael Neal
Last update: 21-04-2015 00:36

Delete a user profile

Delete a user profile

1. Open System in Control Panel.

2. Click Advanced Settings, and on the Advanced tab, under User Profiles, click Settings.
3. Under Profiles stored on this computer, click the user profile you want to delete, and then click Delete.

Author: Martin Kuzmicz
Last update: 30-07-2015 11:03

Install Relate Accounts Production Client on VM

Access denied

Author: Michael Neal
Last update: 30-07-2015 14:39

How to remove logged in user from Relate Drive if user is disconnected

Access denied

Author: Michael
Last update: 25-10-2019 09:27

Cloud Server » Application Install

Collsoft Crystal Reports

1. Locate the Crystal filder under C:\Windows

2. Copy the folder and paste it to the Users profile folder.


Author: Support
Last update: 27-10-2015 10:45

TAS Books Not Opening for Walsh & Associates MicroPay Update

1. TAS Books run-time error '53' after MicroPay been updated

2. Login as vdadmin2 and navigate to "Z:\IT\IT Dept\Workgroup PSQL for TAS" and run the .exe as administrator.

3. Follow through the wizard to uninstall and restart the VD if required.

4. Run the .exe again and install using the wizard again (run as a services if it's Walsh-2 your working on)

5. Login as the user and check TAS

Author: Support
Last update: 15-12-2015 18:07

Adding Office 365 ProPlus 2013/2016 to an RDS

1. Create a Shared folder, call it ProPlus and share with "Everyone"

2. Download the Office Deployment Tool for Click-to-Run here –

Office 2013 - https://www.microsoft.com/en-us/download/details.aspx?id=36778

Office 2016 - https://www.microsoft.com/en-us/download/details.aspx?id=49117

3. Run and extract the tool to the shared folder on your RDS.

4. Edit and configure the configuration XML file as follows: (please see the comments below regarding copying and pasting this to a Notepad program)

  <Add >
    <Product ID=”O365ProPlusRetail”>
      <Language ID=”en-us”  />

 <Updates />
 <Display Level=”None” AcceptEULA=”True” />
 <Logging />

<Property Name=”SharedComputerLicensing” Value=”1? />

**NOTE: Edit and configure the \\SERVER\PROPLUS path - eg. \\RDS01\ProPlus

5. Save the XML file with the same name "configuration.xml"

6. From an elevated Command Prompt, run Setup to download the installation files 

        \\SERVER\SHARE\setup.exe /download \\SERVER\SHARE\configuration.xml

The Office 365 ProPlus installation files will be downloaded to the specified share with the following structure.


7. From an elevated Command Prompt, run Setup to install Office Click-to-Run

       \\SERVER\SHARE\setup.exe /configure \\SERVER\SHARE\configuration.xml

When the installation is complete, the Office 2016 suite will be available for use.

8. On starting the application, you will be prompted to "Activate Office".  Sign in and Click Next.

Author: Support
Last update: 29-01-2018 13:21

Installing TASBooks for Accountants on an RDS

1. Run TAS Books exe file with the following settings

  • Install for the first time
  • tasbooks for accountants
  • Workgroup
  • Add the primary client to a workgroup

- - - Settings on Local Primary TASBooks Client - - - -

2. Get Serial Number and Account information from the main TASBooks client that is installed locally (Help tab - About). 

- - - On The RDS - - -

3. Open TASBooks on the RDS and add the reqired info need

4. Browse to C:\Program Files (x86)\Pervasive Software\PSQL\bin and select guilcadm to open the "Pervasive Software License Administrator" as shown below

5. Ring TASBooks to get it activation key (Telephone: 1890 946 881)

NOTE: Serial Number and Account Name will need to be provided on call

6. Add the key provided from step 5 and click Activate.

NOTE: License Type field should change to Permanant as shown below

Author: Support
Last update: 05-05-2016 18:21

MaxFocus IASO Backup » Cloud Management Console

IASO Console Installation

Once Cloudstrong create an IASO partner account  an email will arrive to the mailbox provided by the customer with instructions on how to download the Cloud Management Console for backup account management by partner.

Below is an example of the email received.

Download the application and use the details provided to login in.

The following webpage will provide instructions on installation and adding of your account.

Once downloaded, run the application and install cloud management console.  Here the Login to Console box will appear.  Click New Login and enter the details sent in the email as shown above.

The Partner and Login details ARE case-sensitive

Once logged in a Create new account dialog box will appear.  Please create a new test customer as a trial to familarise yourself with the console and new account process.

Add the device name and select next

Once the device has been added, please add the customer details as described below.

Select the new customer and in the general tab enter the correct details

The sender address would be your email address to send the backup reports from.  Please note Amazon SES will require authorisation to send on behalf of your email address.  This is achieved by Amazon requesting authorisation via an email request to the email account added.

This will bring up a congratulation web page informing hte request was successful.

Here you will also be able to customise the branding of the email by checking the box Custom Branding.

Next select contacts for the customer and enter the details required.

The partner level installation has now been completed with a test account created.  To retrieve the test device details and agent download details please refer to the following kb article.


Author: Michael Neal
Last update: 19-11-2015 13:26

MaxFocus IASO Backup » IASO Device Instructions

Add new Customer to IASO

To add new customers to a partner / reseller IASO account.

  • Login to the Cloud Management Console (Installation Instructions here)
  • Select the partner icon under Partners in the console
  • Select Partner at the top of the window and from the drop-down select "Add end-customer"
  • Enter your customer name (Best to use legal company name to avoid duplication)
  • Enter the customer contact details
  • Upon completion of these details the IASO system will send the customer an email notification for customer registration request.
  • Next the system will prompt for a device name to enter for backup for this company.  Please use lower-case letters for this detail.  There is an option for Linux and Mac as well as Windows running 32bit/64Bit.
  • Once completed the device will be registered and a link with a password and pin will be displayed.  This is to download the agent for the newly registered device.
  • Copy to Clipboard and paste to a notepad doc
  • If required add other devices as required.
  • The new customer / device is then added to the customer list within the partner customer field.
  • To modify the account details right click on the customer / device and select from the options provided.

The new customer has been successfully added.  Please refer to the KB Article for agent installation here.

Author: Michael Neal
Last update: 19-11-2015 13:54

IASO Customer Agent Installation

To install the IASO agent on customer device

Copy the link provided during the completion of the steps followed here

  • Open a web browser and paste the URL provided
  • Enter the PIN provided
  • This will download the agent to the default download location depending on the web browser used.
  • Run the downloaded application, this will open the default web browser with the steps required to complete the backup setup process.
  • Select the encryption type and ensure you store the encryption key used WE Do Not Store These Keys.  If the keys are not the same the next button is not available.
  • Schedule the backup time
  • Enter the email address the backup report should be sent to and the frequency to send these reports
  • Select the files / images required for backup.
  • The next page viewed is the account control panel.  Here you can edit the backup as required.  Perform file restores for the customer.  The branding is customised during the Cloud Management Console process and can be edited at any time here
  • Select the backup tab and select the add button opposite the type of backup to perform.
  • Once selected and saved the Run Backup option will be available.
  • To edit these options please select the Preferences tab and select the area to amend from the list on the left.

Author: Michael Neal
Last update: 19-11-2015 15:01