- Overview
- Registering for Service
- Managing Your Secure Backup and Share Account
- Accessing Comcast Vault Using a Web Browser
- Forgetting a Password
- Managing My User Accounts
- Accessing Manage My User Accounts
- Adding a Vault Website
- Changing a Password
- Importing Contacts
- Changing Space Allocation
- Adding a Secondary User
- Deleting a User
- Adding a Computer
- Deleting a Computer
- Suspending a Computer
- Activating a Suspended Computer
- Replacing a Computer
- Managing My Monthly Email Subscription
- Managing Plan and Payment Options
- Understanding the Secure Backup and Share Monthly Usage Report
- Upgrading or Downgrading Your Service
- Installing Secure Backup and Share Desktop Client
- Using the Settings Window
- The Status Window
- Restoring Files from the Client
- Comcast Vault Overview
- Accessing Comcast Vault
- Using Comcast Vault
- Searching for Files
- Sorting Files With Views
- Creating a File Collection
- Creating a Photo Album
- Creating a Music Playlist
- Playing Music from Your Playlists
- Playing Photos as a Slideshow
- Customizing the Home Page Slideshow
- Adding Items to a Collection, Album, or Playlist
- Removing Items From a Collection, Album, or Playlist
- Creating a Smart Collection, Album, or Playlist
- Reordering and Sorting File Views
- Deleting a File Collection, Photo Album, or Playlist
- Editing File Properties
- Previewing a File, Collection, Photo Album, or Playlist
- Using File Views
- Editing Information About Collections, Albums, and Playlists
- Enabling Internet Access to Files You Choose
- Disabling Internet Access to Files You Choose
- Having Your Friends Subscribe to Your RSS Feeds
- Downloading a File
- Hiding Files
- Unhiding Files
- Tagging Files
- Using the Address Book
- Sharing Your Files
- Setting Access Permissions for Your Files
- Sharing Files Over Email
- Sharing a File Using a Secure Web Link
- Using Views to Create and Share Smart Collections, Albums, and Playlists
- Using Search Criteria to Create and Share Smart Collections, Albums, and Playlists
- Attaching Files in Emails
- Publishing Photo Albums to Facebook
- Using Comcast Vault On Mobile Devices
- Uploading Files
- Changing Account Settings
- Copyright Infringement
- Secure Backup and Share
- Secure Backup and Share Basics
- What's so special about Secure Backup and Share?
- How do I use Secure Backup and Share?
- Which operating systems does Secure Backup and Share support?
- How does Comcast respect my privacy?
- Are there any file types or sizes that I can't back up?
- Will Secure Backup and Share back up everything?
- How does Secure Backup and Share protect my data?
- How often can I restore my data?
- Does Secure Backup and Share support external drives?
- What happens if I delete a file accidentally?
- Technical
- Registration
- What is Secure Backup and Share?
- Why should I download the Secure Backup and Share desktop application to my computer(s)?
- If I don't have Comcast High-Speed Internet can I still have Secure Backup and Share?
- Is this product available to commercial customers?
- Does my password for comcast.net get me access to my Comcast Vault?
- How can I change my Comcast Vault password?
- Once I purchase Comcast High-Speed Internet, how do I get Secure Backup and Share?
- How many users can I have on my Secure Backup and Share account?
- How many computers can each user have?
- Do I have to be the primary account holder to use Secure Backup and Share?
- Is my data secure?
- What is the Comcast Vault?
- How do I access my Comcast Vault site?
- How much does it cost?
- If I want a purchase a 50 or 200 GB storage option, how do I pay?
- How am I billed?
- What will appear on my credit card statement?
- Account Management
- How do I get to Secure Backup and Share user account or plan and paymenet management?
- I forgot my Comcast Vault address. How do I find out what it is?
- What happens if I forget my password?
- I am unable to log in to my Comcast Vault site. What should I do?
- How do I add a user?
- How do I delete a user?
- How do I add a computer?
- How do I delete a computer?
- How do I suspend a computer?
- How do I activate a suspended computer?
- How do I replace a computer?
- How do I change my credit card information?
- How do I change my Secure Backup and Share email address?
- How many Secondary Users can I add?
- Can Secondary Users create other users?
- Can a Secondary User add another computer?
- Can a Secondary User change the space allocated to their computer?
- How do I change the space that I allocated to a computer?
- How do I import my contacts?
- From where does the application import my contacts?
- Are my Comcast Vaultcontacts automatically updated when I add or change contacts in my Universal Address Book?
- Can I back up more than one computer using Secure Backup and Share?
- Why is my account suspended?
- Can I access my files if my account is suspended?
- Will I lose my files if my account has been suspended?
- What happens if I lose my computer and want to restore previously backed up files to a new computer?
- Can a Primary Account Holder suspend a Secondary User?
- If I discontinue my service with Comcast, can I continue using Comcast Vault?
- How do I cancel my Secure Backup and Share account?
- What is the refund policy for Secure Backup and Share?
- Secure Backup and Share Desktop Client Desktop Application
- Configuring Secure Backup and Share
- I registered, but I never got a confirmation email.
- Can I use Secure Backup and Share if I am behind an HTTPS proxy?
- What happens if I delete a file marked for backup?
- Why are green check marks appearing on my file and folder icons?
- What do the symbol overlays on my file icons mean?
- How do I remove the green check marks appearing on my data files?
- Why can't I find my Program Files or Windows folders in my Secure Backup and Share Configuration?
- Can I uninstall and reinstall Secure Backup and Share without affecting the backup sets I already have?
- Backing Up
- Which files should I back up?
- How long does it take to back up?
- Will subsequent backups take as long as the first?
- My backup stopped and when I restarted it, it started over again. Why?
- How can I view backup status?
- Why has Secure Backup and Share stopped performing backups?
- What if I lose my connection to Secure Backup and Share during a backup?
- How do I delete old backups?
- Restoring
- Performance
- Why does Secure Backup and Share show a different quota on the website than it does in the client?
- Secure Backup and Share seems to bog down my system. Is there a way to fix this?
- The Start Backup button is grayed out. How do I start my backup?
- What does reticulating splines mean?
- Why do I keep getting a ConnectionError1?
- I installed or upgraded Secure Backup and Share and everything stopped working.
- Configuring Secure Backup and Share
- Secure Backup and Share Basics
- Comcast Vault Web Application
- Comcast Vault Basics
- Is my data available all the time?
- Why do I get a Comcast Vault website cannot be opened message when I try to sign in to Comcast Vault?
- What kind of security does Comcast Vault offer?
- What are the various ways of accessing my Secure Backup and Share backup data?
- What Web browsers does Comcast Vault support?
- How do I access my Comcast Vault through a Web browser?
- How do I access my Comcast Vault using a mobile device?
- What mobile phones are compatible for Comcast Vault?
- Can I upload files directly to my Comcast Vault account?
- What is the maximum attachment size when I send a file by email?
- Can I attach an entire collection, photo album, or playlist and email it to my contacts?
- Can I play music in Comcast Vault while organizing my files and photos?
- How long does Comcast Vault keep a version of a file?
- Can I use files in my Secure Backup and Share backup set to create a smart collection?
- What happens to my files when I delete a collection, photo album, or playlist?
- How do I prevent some photos from appearing on the Photos page?
- How do I disable a secure link that I have shared with my contacts?
- Account Management
- Sharing Data
- Setting Access Permissions for Your Files
- Sharing a Collection, Photo Album, or Playlist
- Sharing Files, Photos, or Music Files
- Sharing a File Using a Secure Web Link
- Using Views to Create and Share Smart Collections, Albums, and Playlists
- Using Search Criteria to Create and Share Smart Collections, Albums, and Playlists
- Attaching Files in Emails
- What types of files can I not share?
- Troubleshooting
- I backed up files using Secure Backup and Share just now, but I do not see them in my Comcast Vault account. Why?
- Why have some of my files disappeared after a routine Secure Backup and Share backup process?
- Why is the last backup time shown in Comcast Vault different from the last backup time shown in Secure Backup and Share?
- I have backed up photos using Secure Backup and Share, but I cannot see them on the Photos page. What do I do?
- Why do some of my photos have an incorrect date?
- Why am I unable to preview my files?
- Why does a song repeat playing when I enable the Shuffle feature on the Music page?
- Why doesn't Comcast Vault display all my music files on the Music page?
- Why can't I see a preview pane on the Music page?
- Why can't I find a file when I search for it by name?
- Why can't I access my Comcast Vault using my BlackBerry?
- Comcast Vault Basics
- How do I contact support?
Why do I keep getting a ConnectionError1?
There are two common issues which may cause this error. First, your firewall is not configured to allow Secure Backup and Share Desktop Client through. You can verify this by temporarily disabling your firewall and trying to perform a backup. If Secure Backup and Share Desktop Client is able to back up when your firewall is disabled, then you've confirmed that it's a firewall problem. We have some really great firewall help.
Second, if you have scheduled your backups at the top of the hour (such as 12:00 or 3:00), we may be experiencing excessive congestion which may cause the connection to time out. To resolve this try scheduling your backups just off the top of the hour (such as 12:07 or 2:53). If Secure Backup and Share Desktop Client still gives ConnectionError1 errors, then something else is wrong and you should contact customer support at support@comcastvault.net.