Frequently Asked Questions


Can I back up a mapped drive?

While our software has the ability to backup mapped drives it is not recommended because it adds another layer of fault. The best practice is to add the new machine to the account.

Will a backup occur if our screen is locked?

You may lock your screen as long as you remain logged in.

Will a backup occur if I’m logged out?

Your computer must retain an internet connection if you're logged out in order for your backup to run.

Will a backup occur if my computer is hibernating?

While your computer is in hibernation mode programs are stopped and your backup cannot run.

Will a backup occur if my computer is in sleep or power save mode?

Within your computer settings, you can set the network connection to on. Then the backup will continue.

Do I need to leave my computer on for the backup to occur?

Your computer must be on and connected to the internet in order for a backup to occur.

Can I or a staff member use my computer while a backup is in progress?

You can begin a backup at any-time using your User Portal. Simply select the files you want backed-up and click "Start Backup".

If you need help, our technical support staff is ready to handle this process and have you backed up properly. Email, submit a ticket by logging into your portal and clicking the support tab or call +1-888-907-1227 (toll-free).

What happens if a backup is interrupted while in progress?

If a backup is interrupted, canceled, or Internet connection is lost, all of the files that had been backed up before the backup ended will be available to be restored.

The backup will continue where it left off during your next scheduled backup, or we can manually begin a backup at any time.

What files should my practice backup?

We advise you to refer to the software providers' recommendations. While we work with many software companies we often review the software providers recommended files to backup.

If you need help, our staff will do the install and proper backup configuration so everything is done correctly. Just email or call +1-888-907-1227.

Which types of files should my practice backup?

We recommend that you back up high-security items. You should backup anything your business/practice cannot afford to lose.

How long will my backups take?

The time it takes to perform a backup will depend on: the number of files your backing up, the size of those files, and the upload speed of your office Internet connection. Please keep in mind that for most broadband connections, upload speed is considerably slower than download speed.

Your first backup may take a few hours or a couple of days, as all of the files contained in your backup set will be transmitted to our Backup Solution servers.

We recommend the first back up to take place over a designated weekend. Subsequent backups will take a substantially shorter amount of time. We will use our seeding process if necessary to expedite the backups.

Can I or a staff member manually start a backup?

Yes, you can begin a backup at any-time on your own.

If you need help, our technical support staff is ready to handle this process and have you backed up properly. 

Can I store different versions of the same file at my medical practice or business?

You have the ability to backup an unlimited number of versions of the same file.

If I have multiple locations can I have them on one user account?

Each office is responsible for its own data for several reasons:

  • In the event the business is sold, it’s important the data is separate as data is sold with the business.
  • To be in compliance with state and federal law.
  • If a restore kit is needed we need to know where to ship the data.
  • It helps with business expense tracking.
  • It may reduce the insurance costs of the business.
  • After a restore to a new computer, the process of converting is seamless.‍‍

Can I add new users/computers to my account?

Additional workstations can be added at any time. Simply go to your user portal on the machine you'd like to backup and download the app. To add these to your account, contact us at +1-888-907-1227 or email

File Recovery

How do I reinstall the software after a system failure?

If you have a system failure, and our software is no longer installed on your computer, our technical team can help you download and install the software again from our website.
Please contact us at +1-888-907-1227 or email Once our software is installed, you will be able to easily restore all of the files that have been backed up.

How can CDS help me get the fastest restore?

We can help you assess the files needed to get back to business quickly. To reduce costly downtime to your practice.
Contact support at +1-888-907-1227 or email

What options do I have to get a restore?

At CDS you have three restore methods, Directly from our private cloud via an internet connection, locally from hardware in your office and CDS provides the service of shipping a hard drive of your encrypted data. As part of our service, we will review the needs and help you decide the fastest way to get the office up and running.
Contact support at +1-888-907-1227 or email

Is there is a charge for restoring files?

There is no charge whatsoever for restoring files. You can restore as many files as you wish as often as you like. 

Encrypted Messaging and File Sharing

What is secure sharing?

You need more than password protection and private servers to ensure you’re sharing securely. With strict encryption protocols for both sharing and storing your files and messages to our secure data center, we ensure the safety of your sensitive data.

Why do I need to share my files and messages securely?

If you’re a Healthcare, Insurance, Legal, Financial or Accounting professional you are legally obligated to keep your information secure (HIPAA, HITECH, State Laws, BAR Associations, Ethics Guidelines, etc.). Compliance isn’t the only reason for data diligence. Your business’s reputation is on the line if your confidential client data is breached.

Are online file sharing sites safe?

Only trust file-sharing products that use advanced encryption protocols and use dual-factor authentication. Professional industries that are regulated should use products that meet industry-specific requirements.

How and where are my files stored?

We secure your data in our private cloud (not a shared repository) because using a shared drive or unencrypted email is not secure or HIPAA compliant because it can be easily hacked.

How safe are my files when I hit “send”?

Our end-to-end encryption ensures only you and your recipient see what's sent (never anyone in between!). Your messages are secured with special keys. Only you have access to unlock and read your messages.

Can I use my existing email account?

Yes, you can keep your existing email address. Your email infrastructure will remain the same or create a more specific email address.

Can I use Encrypted Sharing to meet regulatory compliance?

Yes, the industry’s facing regulatory compliance can use our products. (HIPAA, HITECH, etc.) Contact us at if you have industry-specific questions.