Ontrack® Online Job Tracker

 
FAQ
 
What are the capabilities offered through the Ontrack® Online job tracker website?
The secure Ontrack® Online job tracker website allows you to monitor the results and status of your data recovery service from start to finish. You will have unlimited access to view your information 24 hours a day, 7 days a week.
 
What happens if I forgot my password?

On the Customer Login screen click the Forgot Password link. On the Password Reset screen, enter your data recovery job number and your email address. The email address must be the same email address you provided when registering your job. A new password will be emailed to you shortly.
 
How do I change my password?
After you have logged into the job tracker website, click the Change Password link at the top of the screen. Please enter and confirm your new password in the box. Passwords must be 8-25 characters in length.
 
What should I do if my login attempt failed?
Please re-enter your job number and password. If you are experiencing difficulties logging into the job tracker website, 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.
 
What should I do if my password reset attempt failed?
Passwords may fail to reset when multiple password resets are requested in a short period of time. Please re-enter your job number and associated email address. If you continue having difficulties, wait 5 minutes and try again.
 
What should I do if I am unable to resolve an issue on the Ontrack® Online job tracker website?
Please contact your Ontrack Data Recovery service representative. Contact information is provided on the service agreement for your convenience.
 
When will I know if my data can be recovered?
The Evaluation Complete status will be displayed. If applicable, you will be provided with a link to 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. Your Ontrack Data Recovery service representative will also contact you shortly to review the results.
 
How will I know when my service has been completed?
The Job Complete status will be displayed.
 
How do I get my recovered data back?
Upon completion of the recovery service, your recovered data and original media will be sent to your shipping address.
 
How do I access my recovered data?

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 Ontrack Data Recovery service representative for help.

 
Why is my email address required?
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 the status of your data recovery service or to request additional information from you regarding the service.
 
Why can’t I open the files when I click on them?
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 assist in making clear what has been discovered, so you can make an educated decision to move ahead - to the next step of the recovery.
 
I cannot understand the information in the Verifile display. Who do I call for support and help?
You can contact our DataRecovery Technical Support and Customer Service for that help.
In the US or Canada: (800) 872-2599 Option 3, or direct 1-952-937-2121. Weekdays 8:00 AM – 7:00 PM Central Time
 
I cannot find the file I’m looking for. Now what?
The file you are seeking may be in another area of the results, or have a name you did not expect.
You can contact our DataRecovery Technical Support and Customer Service for that help.
In the US or Canada: (800) 872-2599 Option 3, or direct 1-952-937-2121. Weekdays 8:00 AM – 7:00 PM Central Time
 
Where is the default location for my personal files?
A typical location for personal files is dependent upon the operating system you used.
For Windows XP, start in the Documents and Settings folder, and look for the details within your login profile (sometimes Owner)
For Windows Vista and Windows 7, start in the User folder and look for the details within your login profile (sometimes Owner)
 
What’s new in Verifile 3.0?
A central location to review multiple reports via the Ontrack Online information center.
No need to click multiple e-mails to generate a simple report.
A more visual reporting interface that quickly determines and presents recovery options. Easy navigation of a Directory Tree to explore and verify recovery result.
Know more about your recovery options before you purchase!