| FAQ |
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What are the capabilities offered through the Ontrack Online Partner Portal?
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| The secure Ontrack Online Partner Portal allows you to manage jobs, contacts, and profiles. You will have unlimited access to your information 24 hours a day, 7 days a week. |
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What are the minimum and recommended system requirements?
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The following minimum and recommended hardware and software requirements are needed to access the portal:
Hardware: Intel Pentium processor or compatible; or an Apple Macintosh, 512MB of RAM (1GB recommended), VGA (800x600) or higher resolution (1024x768 recommended), keyboard and mouse or compatible pointing device, Internet connection
Operating System: Windows XP or later (running the latest service pack is recommended); or Apple Mac OSx.
Internet Browser: Latest versions of Microsoft Internet Explorer (v7.x or higher), Google Chrome, Mozilla Firefox, or Apple Safari all with the latest service pack installed. |
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What happens if I forgot my login ID?
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On the Customer Login screen click the Forgot Login ID link. On the Login ID Reminder screen, enter your email address. The email address must be the same email address you provided when setting up your account. A new login ID will be emailed to you shortly. |
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What happens if I forgot my password?
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On the Customer Login screen click the Forgot Password link. On the Password Reset screen, enter your login ID and your email address. The email address must be the same email address you provided when setting up your account. A new password will be emailed to you shortly. |
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How do I change my password?
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After you have logged into the portal, click the Change Password link under Profile Management. Enter your current password, then enter your new password and confirm it in the box. Passwords must be 8-25 characters in length, contain at least 1 lower and upper case letter, and contain at least 1 number or special character. |
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What should I do if my login attempt failed?
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| Please re-enter your login ID and password. If you are experiencing difficulties logging into the portal, it may be due to too many unsuccessful login attempts. If you continue having difficulties after 5 unsuccessful login attempts, try resetting your password, or wait 5 minutes and try again. |
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What should I do if my password reset attempt failed?
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| Passwords may fail to reset when multiple password resets are requested in a short period of time. Please re-enter your login ID and associated email address. If you continue having difficulties, wait 5 minutes and try again. |
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Why do I get logged out of the portal after a short period of time?
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| This is a security feature of the portal. Upon 20 minutes of inactivity, you are automatically logged out and taken back to the Login Page. |
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What should I do if I am unable to resolve an issue on the Ontrack Online Partner Portal?
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| Please contact your Data Services Representative or Ontrack Technical Support and Customer Service in the US or Canada: (800) 872-2599 Option 3, or direct (952) 937-2121, weekdays 8:00 AM – 7:00 PM Central Time, or send an email to support@ontrack.com for assistance. |
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When will I know if my data can be recovered?
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The Evaluation Complete status will be displayed. Click the Job Status link to open the Job Status Tracking Information screen. If applicable, you will be provided with a link to Ontrack Verifile at the top of the status screen where you may browse your file status report(s) which display the condition of your recoverable files. |
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I clicked the Ontrack Verifile reports link to view my files and nothing happened. What should I do?
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| Please check your browser settings and ensure pop-ups are not disabled. Reset your browser settings back after viewing the Verifile report.
If you have additional issues, please contact your Data Services Representative or Ontrack Technical Support and Customer Service in the US or Canada: (800) 872-2599 Option 3, or direct (952) 937-2121,
weekdays 8:00 AM – 7:00 PM Central Time, or send an email to: support@ontrack.com. |
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How do I proceed with the data recovery after I have viewed the condition of the files in Ontrack Verifile?
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| On the View Jobs screen, in the Partner Decision column, click the Accept link. This will notify and authorize Ontrack to proceed with recovery. |
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How do I get my recovered data back?
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Upon completion of the recovery service, your recovered data and original media will be sent to your shipping address.
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How do I access my recovered data?
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1. Connect the media to your computer.
2. Open the mounted drive.
3. Locate the folder labeled with your data recovery job number. This folder contains your recovered files.
4. Locate the recovered data files/folders you want to restore.
5. Drag and drop the file(s)/folder(s) you wish to restore to a destination of your choice.
If your media was encrypted, please see the encryption instructions provided for help.
If you have any questions or experience difficulties, please contact your Data Services Representative or Ontrack Technical Support and Customer Service in the US or Canada: (800) 872-2599 Option 3, or direct (952) 937-2121,
weekdays 8:00 AM – 7:00 PM Central Time, or send an email to: support@ontrack.com.
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Why is my email address required?
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| Your email address is required to carry out the data recovery service or transaction you have requested. We communicate with you via email to provide you with information or to request additional information from you regarding the service. |
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Why can’t I open the files when I click on them in Ontrack Verifile?
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| This is only a file listing to show generally what has been located in your recovery. The actual files are not available in this view. However, this information will display the condition of your recoverable files, so you can make an educated decision whether to proceed to the next step of the recovery process.
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I cannot understand the information in the Ontrack Verifile display. Who do I call for support and help?
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| If you have any questions regarding your Verifile report, please contact Ontrack Technical Support and Customer Service in the US or Canada: (800) 872-2599 Option 3, or direct (952) 937-2121,
weekdays 8:00 AM – 7:00 PM Central Time, or send an email to: support@ontrack.com.
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I cannot find the file I’m looking for. Now what?
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| The file you are seeking may be in another area of the results, or have a name you did not expect.
Please contact Ontrack Technical Support and Customer Service in the US or Canada: (800) 872-2599 Option 3, or direct (952) 937-2121, weekdays 8:00 AM – 7:00 PM Central Time, or send an email to: support@ontrack.com. |
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Where is the default location for my personal files?
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A typical location for personal files is dependent upon the operating system you used.
For Windows® 7 and Windows® Vista, start in the User folder and look for the details within your login profile (sometimes Owner)
For Windows XP®, start in the Documents and Settings folder, and look for the details within your login profile (sometimes Owner)
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Who can I contact for general support, issues, or questions?
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| You may contact your Data Services Representative or Ontrack Technical Support and Customer Service in the US or Canada: (800) 872-2599 Option 3, or direct (952) 937-2121, weekdays 8:00 AM – 7:00 PM Central Time, or send an email to: support@ontrack.com. |
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