Frequently Asked Questions

Web Access and Account Management

Web Access and Account Management

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General

What is the IDrive web client?
How do I update my profile?
What is 'Timeline' in IDrive?
What operations can I perform using Timeline?
What is Gallery View?
Does IDrive support video streaming?
Why should I reset my IDrive account?
How do I view the command log report?
What are Events?
How do I restore a previous version of my backed up file via the web?
Is it possible to restore the files that are accidentally deleted from my IDrive account via the web?
Is there a size limit while uploading or downloading files using the IDrive web interface?
I am facing screen flickering issue while scrolling, when I access my IDrive account via Internet Explorer browser. What do I do?
How do I set up two-factor authentication for my IDrive account?
How do I configure two-factor authentication for my IDrive account with Time-based OTP authentication?
Which Time-based OTP authenticator apps are supported by IDrive?
Can I enable two-factor authentication for my users?
How do I disable two-step authentication for my account?
Can I disable two-factor authentication for my IDrive account with Time-based OTP authentication, in case I lost access to my mobile device?
I am unable to receive the SMS containing OTP for two-factor authentication. What should I do?

Cloud Drive

What is Cloud Drive and how does it work?
How do I sync files/folders to my web account?
How do I access my synced files and folders?
How do I share my synced files?
How do I retrieve an earlier version of a synced file?
How do I retrieve a deleted synced file?

What is the IDrive web client?

The IDrive web client helps you upload, view, search, and restore files directly from the web. Use your username and password to sign in at www.idrive.com. You can share data with friends, view backup status reports, manage your account subscription, etc.

View backed up files and folders

Once signed in, computers from where your data is backed up are displayed. Click on the computer/drive name to view all your backed up files and folders. The same folder structure, as on your local computer is maintained.



Restore your data

To restore,

  1. Click on the file that you want to restore to your local computer.
  2. To restore any older version of a backed up file, click alongside the file that you wish to restore and select 'Version'.
  3. Provide the 'Encryption Key' (required only once for a session). In case you had opted for the default key, you can directly restore files to your local computer.

Search backed up files and folders

In the 'Search' box, provide the name of the file or folder that you wish to find in your account.



How do I update my profile?

Sign in to your account via the web and click on your user-name, on the top right corner of the screen. Select 'Profile' to change your name, password and email address.


What is 'Timeline' in IDrive?

On the IDrive web interface, the 'Timeline' tab displays all the photos and videos, uploaded via multiple mobile devices, sorted by date. Additionally, location for all the photos and videos will be displayed if the GPS location is enabled in your mobile device.


IDrive for windows

What operations can I perform using Timeline?

Using Timeline, you can share and download your mobile photos / videos, backed up with IDrive.

To share,

  1. Sign in to IDrive, and click the 'Timeline' tab. A list of your backed up photos and videos sorted in descending order appears
  2. Right-click the required media files and click .
  3. In the share popup that appears, click 'Advanced Settings' to define the following parameters:

    • Set a password - You can set a password for accessing the link.
    • No. of Downloads - You can specify a limit for the number of downloads. The maximum limit is 25.
    • No. of Days - You can specify the duration for which the link remains active. The maximum duration is 30 days.
  4. Click 'Create share link'.
  5. Click 'Copy link' to copy the link to clipboard. Share the link with the intended recipients.

A share link will be created and you can access it from the 'Shared' tab.

Note: Share feature is limited to IDrive accounts with default encryption key.

To download,

  1. Sign in to IDrive, and click the 'Timeline' tab. A list of your backed up photos and videos sorted in descending order appears.
  2. Right-click the required media files and click .

If you want to delete a photo or video, however, you will have to go to the 'Backup' tab, open the device folder, and navigate the folder with the images you want to delete. Select the images you want to delete, and click .

What is Gallery View?

The Gallery View feature improves your viewing experience for photos.

You can share, rotate, download, delete, and print your images, directly from the Gallery View.

IDrive for windows

Does IDrive support video streaming?

Yes, you can stream video files directly from your IDrive account using any web browser. You can play MP4, WebM, FLV media file formats.


IDrive for windows

Note: You can stream videos which are shorter than 30 minutes or have file size less than 2 GB.

Why should I reset my IDrive account?

You should reset your IDrive account only if you must modify its encryption type or the encryption key.

Note: Resetting your account permanently deletes all your backed up files and folders. If you have opted for local backup, you will lose access to the locally backed up files, so delete them before resetting your account.


To reset your account,

  1. Sign in to IDrive.com and click your username at the top-right of the screen.
  2. Select Account and click the Reset my account link from the Account Summary page.
  3. In the Password field, re-enter your password.
  4. Click the I want to reset my account button. A confirmation message appears on resetting your account.



How do I view the command log report?

IDrive's Command Log feature maintains a list of all operations like Upload, Download, Rename, Delete etc., performed in your account using the desktop application or the web interface or the IDrive APIs.

To view the command log report,

  1. Click on your user-name on the top right corner.
  2. Click Desktop Backup Report, under Reports.
  3. Click on the 'Command Log' icon.
  4. By default, all activities performed in the current month are displayed.
  5. Click on the view option under “Details”. You can also download the complete details by using the download option.

Activity Log Report

What are Events?

The Events feature provides the history of the activities performed in your IDrive account in a browser session. You can track sign in / sign out activities, file and folder operations like upload, download, share, etc. The date and time of the activity and the IP address from where the activity originated is also listed.

To view the browser based activities,

  1. Click on your user-name on the top right corner.
  2. Click Events, under Reports.
  3. By default, all activities performed in the current day are displayed.
  4. To view previous details, select the Start Date and End Date and click View Report.

Events

 

How do I restore a previous version of my backed up file via the web?

To restore a previous version of a file via the web,

  1. Sign in to your IDrive account.
  2. On the Web-Manager main page click the alongside the file that you wish to restore and select "Version".

  3. version

  4. The 'Versions' screen is displayed. Select the desired version and click on 'Download'.
  5. Choose the destination in your local computer to restore.

Is it possible to restore the files that are accidentally deleted from my IDrive account via the web?

Yes. All files deleted from your account will be moved to Trash. You can either move your files to the original location in your IDrive account or restore them to your local computer. The files present in Trash will automatically get deleted after a 30 day period.

To restore / move your files from Trash,

  1. Sign in to your IDrive account and click the Trash icon.
  2. Select the checkbox and click the 'Put Back' button to move the files to the original location in your IDrive account. You can also delete a file permanently from Trash, if it is no longer required.

Trash

Is there a size limit while uploading or downloading files using the IDrive web interface?

Yes. You can upload/download individual files up to 2 GB in size via the IDrive web interface. If you upload a folder to the cloud or sync storage that contains some files exceeding 2 GB, then such files will get excluded and the rest of the files will be uploaded to your cloud or sync storage.

Also, if you are a subscriber of IDrive's special mobile plans such as 50 GB plan, 150 GB plan, or unlimited mobile backup plan, you can upload a maximum of 10 GB worth of data via the IDrive web interface, after which your file uploads to cloud or sync storage via the web interface will be restricted. You can continue using the mobile apps for data uploads.

Know more about upload/download limitations for the IDrive desktop application.

I am facing screen flickering issue while scrolling, when I access my IDrive account via Internet Explorer browser. What do I do?

While using Internet Explorer 11 to access your IDrive account, you may find the screen flickering issue.

To resolve the issue,

  1. Click displayed on the top-right corner of the browser and click 'Internet options'. The 'Internet Options' window appears.
  2. Go to 'Advanced' tab and deselect 'Use smooth scrolling' option under 'Browsing' section.


  3. Click 'Apply' and then click 'OK' to apply and save the settings.

How do I set up two-factor authentication for my IDrive account?

The two-factor authentication provides additional security to your account and helps in preventing unauthorized access. Once two-factor authentication is enabled, in addition to your password, you will need to enter a verification code received on your registered email address or phone number or Time-based OTP authenticator app, while signing in to your IDrive account.

To enable two-factor authentication,

  1. Sign in to IDrive and click your username at the top-right of the screen.
  2. Select 'Account' and click 'Two-factor authentication'.
  3. Click 'Enable'.
    IDrive
  4. Select 'Email Address', 'Phone Number' or 'Time-based OTP authentication' as your preferred method of receiving the one-time verification code and click 'Confirm'. If you have chosen 'Phone Number', enter the same and click 'Send Code'. Click here to know how to set up via Time-based OTP Authentication method.
    IDrive
  5. Enter the verification code sent to your registered email address or phone number and click 'Verify & Enable'. A message is displayed to indicate two-factor authentication is successfully enabled.
    IDrive

To sign in after two-factor authentication is enabled,

  1. On the sign in screen, enter your username and password and click 'Sign in'. You will be prompted to enter a verification code sent to your registered email address or phone number.
  2. Enter the code and click 'Verify'.
    IDrive

How do I configure two-factor authentication for my IDrive account with Time-based OTP authentication?

To configure two-factor authentication for your IDrive account with the Time-based OTP authentication method, you will need to enter a verification code generated by the Time-based OTP authenticator app installed on your mobile device, while signing in to IDrive.

Follow the below steps to configure two-factor authentication with the Time-based OTP authenticator app:

  1. Sign in to IDrive and click your username at the top-right of the screen.
  2. Select 'Account' and click 'Two-factor authentication'.
  3. Click 'Enable'.
    IDrive
  4. Select 'Time-based OTP authentication' as your preferred method of receiving the one-time verification code and click 'Confirm'. See supported TOTP apps.
    IDrive
  5. Install and launch any Time-based OTP authenticator app on your mobile device and scan the QR code displayed on your computer screen. Alternatively, you can also view the key by clicking on 'enter key manually' and type it manually on your mobile device and click 'Next'.
    IDrive
  6. Copy and save the recovery code displayed on your computer screen securely or click 'Download' to download and save as a .txt file. Click 'Continue'.
    Note: You will require the recovery code to deactivate two-factor authentication for your account, in case you lose access to your mobile device where the Time-based OTP Authenticator app is installed.
    IDrive
  7. Enter the one-time code generated by the Time-based OTP Authenticator app in your mobile device and click 'Activate'.

To sign in after two-factor authentication is enabled with Time-based OTP Authenticator,

  1. On the sign in screen, enter your username and password, and click 'Sign in'.
    IDrive
  2. You will be prompted to enter the one-time code generated by the Time-based OTP Authenticator app in your mobile device.
  3. Enter the code and click 'Submit Code'.
    IDrive

Which Time-based OTP authenticator apps are supported by IDrive?

IDrive supports the following Time-based OTP authenticator apps:

  • Google Authenticator (Android/iPhone/BlackBerry)
  • Duo Mobile (Android/iPhone)
  • Microsoft Authenticator (Android/iPhone/Windows Phone 7)
  • Okta Verify (Android/iPhone)
  • Any other authentication app that supports time-based one-time protocol, or compatible with Google Authenticator
  • IDrive

Can I enable two-factor authentication for my users?

Yes, you can enable two-factor authentication for your users from the Dashboard.

To enable,

  1. Sign in to IDrive and click the 'Dashboard' tab.
  2. Click 'Settings' and go to the 'Security' tab.
  3. In the 'Two-factor authentication' section, click 'Enable'.
    IDrive
  4. Click 'Enable' in the confirmation popup that appears.
    IDrive

Note:

  • Once enabled, all users as well as the admin must configure two-factor authentication in order to sign in.
  • On sign in, your users will be asked to choose a method (Email, SMS or Time-based OTP authentication) for receiving the one-time code. Once they verify the credentials via OTP, the configuration process will be complete.
  • During all subsequent sign-ins, users will need to enter the code sent to their registered email address, phone number or the code displayed in their Time-based OTP Authenticator app.

How do I disable two-step authentication for my account?

To disable two-step authentication for your account,

  1. Sign in to IDrive and click your username at the top-right of the screen.
  2. Select 'Account' and click 'Two-step Authentication'.
  3. Click 'Disable'.
    IDrive

    You will be prompted to enter a verification code sent to your registered email address, phone number, or the chosen Time-based OTP authentication app.
  4. Enter the OTP and click 'Disable'. Two-factor authentication will be disabled for your account.

To disable for all users,

  1. Sign in to IDrive and click the 'Dashboard' tab.
  2. Click 'Settings' and go to the 'Security' tab.
  3. Under the 'Two-factor authentication' section, click 'Disable'.
    IDrive
  4. In the confirmation popup that appears, click 'Disable'.
    IDrive

Can I disable two-factor authentication for my IDrive account with Time-based OTP authentication, in case I lost access to my mobile device?

Yes, you can disable two-factor authentication for your IDrive account with Time-based OTP authentication. To disable,

  1. Navigate to IDrive sign in screen, enter your username and password, and click 'Sign in'.
    IDrive
  2. In the verification code screen that appears, click the link 'I can't access my code'.
  3. In the 'Recovery Code' field, enter the recovery code received while configuring two-factor authentication for your IDrive account.
  4. Click 'Deactivate'.
    IDrive

I am unable to receive the SMS containing OTP for two-factor authentication. What should I do?

During the two-factor authentication process, if you are unable to receive the SMS containing the OTP, you can choose to receive the verification code via email address.

Click 'Receive verification code via email address' in the two-factor authentication page.

A code will be sent to the registered email address. You can use this code to complete the verification process.

What is Cloud Drive and how does it work?

Cloud Drive links all of your devices such that whenever a file is updated, it is available on all linked devices. For syncing files, Cloud Drive creates a unique folder on every linked computer and provides separate cloud storage. You can sync files using the Cloud Drive folder on linked desktops, or directly via IDrive.com and mobile apps.



How do I sync files/folders to my web account?

To sync files and folders,

  • Drag and drop files/folders from your computer to the 'Cloud Drive' tab.
  • Select the 'Cloud Drive' tab, click to upload files, and click to upload folders.


Note:
  • Currently, you can upload folders only on Google Chrome, Microsoft Edge and Mozilla Firefox.
  • Drag and drop is supported only on Google Chrome, Apple Safari, Microsoft Edge and Mozilla Firefox.
  • The upload size limit is 2 GB.

How do I access my synced files and folders?

To access your synced files,

  1. Sign in to IDrive.com with your credentials.
  2. Go to the 'Cloud Drive' tab.
  3. Select the file(s) and/or folder(s) you want to access. Click upload corresponding to the file and select 'Download'.


How do I share my synced files?

To share your synced files,

  1. Sign in to your IDrive account and to the 'Cloud Drive' tab.
  2. Select the desired file(s) / folder(s) and click .
  3. In the share popup that appears, click ‘Advanced Settings’ to define the following parameters:

    • Set a password - You can set a password for accessing the link.
    • No. of Downloads - You can specify a limit for the number of downloads. The maximum limit is 25.
    • No. of Days - You can specify the duration for which the link remains active. The maximum duration is 30 days.
  4. Click 'Create share link'.
  5. Click 'Copy link' to copy the link to clipboard. Share the link with the intended recipients.

A share link will be created and you can access it from the 'Shared' tab.

Note: Share feature is limited to IDrive accounts with default encryption key.

How do I retrieve an earlier version of a synced file?

To retrieve an earlier version of a synced file,

  1. Sign in to your IDrive account.
  2. Click the 'Cloud Drive' tab and select the desired file.
  3. Click the option and then select 'Version'. The 'Versions' screen is displayed.
  4. Click for the desired version.
  5. Choose the destination in your local computer to restore.

How do I retrieve a deleted synced file?

To retrieve a deleted synced file,

  1. Sign in to your IDrive account and click the 'Cloud Drive' tab.
  2. Click the 'Trash' button. The files deleted in the last 30 days are listed.
  3. Select the files that you wish to retrieve and click on the menu bar.
  4. A confirmation message appears. Click 'Yes' to restore the file to the original location.


* Note: For some accounts, certain functions like upload, create folder, renaming file/folder, copy, and move are not available.



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