FAQ: Canvio Personal Cloud Troubleshooting



Document ID: 98084056

 

Posted Date: 2012-09-27

 

Last Updated: 2012-09-27

 

Distribution: View Public Website

 

Information

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Canvio Personal Cloud software is made up of several parts to perform the many functions provided by the product. We refer to the overall package as Canvio Personal Cloud.

  • Canvio Personal Cloud is a Network-Attached Storage device that is designed to be very easy to install and use to back up, share, and remotely access the files from your computers.
  • Canvio Home is the Client software that runs on your PC that is the central control panel to launch media playback, settings, upload, backup, and SW Upgrades.
  • Canvio Link is the media player and file browsing software that runs on your PC or mobile (phone or tablet) device. This installs together with CanvioHome. SystemSave is the full-system disaster recovery software that runs on your PC. This installs together with CanvioHome.
  • TotalMediaBackup is the file and folder upload software that runs on your PC. This installs together with CanvioHome.

The following items will assist you in answering questions as well as troubleshooting basic issues with Canvio Personal Cloud:

 

How do I connect the Canvio Personal Cloud and install the software for the first time?

  • CLICK HERE for a video detailing how to connect the Canvio Personal Cloud to your network and install the software.

 

I do not have an optical drive (CD/DVD) on my computer to install the Canvio Personal Cloud software from the disc, how can I install?

  • Go to the TOSHIBA PERSONAL CLOUD website to download the Canvio Personal Cloud installation software located under CANVIO HOME.

 

How do I update the Canvio Personal Cloud software?

  • When there are updates available, and the UPDATES light is blinking on Canvio Home, you simply click the light, and a dialogue box will open to confirm that you want to download and install the new updates.  Since these updates may involve downloading large files, it is recommended that you do this at a time when you will not be using your Canvio Cloud or your PC, such as when you are going to bed or going out for a while.
  • CLICK HERE to view instructions for updating the Canvio Personal Cloud software.
  • iPhone and Android applications are pushed to your phone or tablet by the App Store or Google Play store in the same way as any other app on those devices.

 

Where can I find the User's Manual?

 

What is the warranty on the Canvio Cloud?


How do I obtain technical support for my Canvio Cloud?

 

Should I leave my Canvio Cloud powered on all the time?  How much power does it use?

  • If you plan to access your Canvio Personal Cloud frequently, or if you plan to access it remotely, then it is recommended to leave it turned on.
  • Your Canvio Cloud consumes a maximum of 14 Watts when being accessed constantly.  In normal home use, it will consume significantly less.
  • To reduce power consumption when you will not be accessing it very often, and when you can afford to wait an extra few moments on the first access after a prolonged (> 10 minutes) period of no accesses, then we recommend enabling HDD Standby, which will allow the Canvio Cloud’s hard drive to spin down and go into sleep mode.  This will reduce the power consumed to approximately 2 Watts.  This feature may be found on the Settings page.

 

How does iTunes work with my Canvio Cloud?

  • The iTunes server is enabled by default on your Canvio Cloud.  When your PC is on the same local network as the Canvio Cloud, you can simply find the Canvio Cloud in the left-hand panel in iTunes under “SHARED”.  If you click on the Canvio Cloud in this list, its music library will be displayed by iTunes, and songs can be played directly in the same way as from your hard drive on your PC .


How do I know if my Canvio Cloud is working correctly?

  • If you follow the instructions for setting up the Canvio Cloud with your PC, you should be able to see the media that you’ve uploaded from your PC onto the Canvio Cloud.  By clicking on any media files, the Canvio Cloud software should be able to play the files on your PC.
     

How do I know if my Canvio Cloud is correctly connected to my network? 

  • With your PC connected to the same network as the Canvio Cloud, in Windows7 or Vista, open the start menu and click on “Computer”. In Windows XP, open the start menu and click on Network.  In the left panel of the window that opens, click on “Network”. If the Canvio Cloud is connected correctly, you should see the device name of the Canvio Cloud.  In Windows 7, it should show up twice: once under storage, and once under media.

 

How does the Canvio Cloud protect the privacy of my data?

  • A user name and password are required to access the Canvio Cloud.
  • All remote transfers of data are encrypted.
  • Private shares can be set up with access restricted to just specific users.
  • And, the Canvio Cloud is physically located inside the security of your own home.

 

How can I reset the Canvio Cloud to factory settings?

  1. From the Canvio Cloud software, open the Settings screen, and click “Advanced”.
  2. Your browser will open to the advanced management interface to the Canvio Cloud.
  3. You will need to log in using your administrator credentials.
  4. After logging in, click on the “Advanced” button on the left of the screen.
  5. Click on “Configuration Backup/Restore”.
  6. Scroll down the page to “Restore Default Configuration”, and click the “Restore” button within that box.
  • NOTE: This will erase all user data on the Canvio Cloud, as well as any users and shares that have been set up on the box.

 

What changes does the Canvio Home software make to my PC (my phone, my tablet)?

  • Canvio Home software runs much like any other application.  It registers itself in the system registry.  In order to minimize the refresh time for listing media files, the CanvioLink (media player) application stays running in the background after the user closes the window.  It can be shut down by right-clicking its icon in the system tray and clicking “Exit”.

 

How do I uninstall the Canvio Home Software?

  • In the same way as any other application, from the Start menu, go to the Control Panel, and open Programs and Features.  Find “Canvio Personal Cloud” in the list of programs, click on it, and select “Uninstall”.  Alternatively, you can go to the Start menu, click on All Programs, scroll down the list and click on Toshiba.  Click on Canvio Cloud, then click on Uninstall Canvio Personal Cloud.

 

How do I ensure my private information is deleted from the Canvio Cloud when I dispose or repurpose the Canvio Cloud?

  • Resetting the Canvio Personal Cloud to factory settings (see above) deletes the directory information that allows easy display of the information, but it does not actually physically erase the data from the disk.  If you are concerned about the absolute security of your information, use a third party data deletion program to ensure that the data is completely erased from the disk.

  

Who can see the data on my Canvio Personal Cloud?

  • The default settings for the software upload your media and other files that you select into the Public share on the Canvio Cloud.  That enables any user on your local area network (LAN) to access that information.  The initial setup also creates a private share that can only be accessed using the username and password that you entered during the setup process.  You can add or delete users to the list of people you want to grant access by using the Settings screen.

 

How do I create a backup using CanvioHome Software?

  • From the Canvio Home screen, select the Backup icon and follow the on-screen instructions.  You should follow the instructions to create disaster recovery “resecue” media using either a flash drive or a CD/DVD, and then create a backup image of your entire PC onto the Canvio Personal Cloud.  In the event of a failure of your PC’s Hard Drive in the future, you can install a new blank drive in your PC, plug the PC into the network with the Canvio Personal Cloud, insert the rescue media, and it will boot your PC, find the system image on the Canvio Personal Cloud, and reinstall it onto your PC.  This process is know as Bare Metal Restore.

 

What is a backup image?

  • A backup image is a complete copy of the data that is on your PC’s hard drive, which can be used later in the event of a PC drive failure to recover your information and return your PC to full functionality.  This approach is much quicker and easier than having to reload the operating system and all your applications, even if you have kept backup copies of all of your personal files and media.

  

When I launch the Canvio Cloud software, I get an error message that the firewall has blocked some features of this program.  What should I do?

  • Check the box that corresponds to the network type (Private or Public) in which you will be using the Canvio Cloud software.  This will enable it to communicate through that network to your Canvio Cloud.

 

When I try to connect to my Canvio Personal Cloud while more than one backup is in progress, I sometimes cannot connect.  Is this normal?

  • This is due to the unusually high data traffic induced by a system backup.  Try accessing again after the backup has completed. 

 

I can not access my Canvio Cloud with my smartphone when the phone is connected to the wireless network in my home.  What am I doing wrong?

  • If there is an Ethernet switch in your network between your Canvio Cloud and your wireless router, it may be blocking the DLNA protocol which is used by the Canvio Cloud to transmit information inside your LAN.  Try connecting the Canvio Cloud directly to the wireless router.

 

When I try to do a bare-metal restore using the rescue disk, my mouse and keyboard do not work.

  • Make sure your keyboard and mouse are plugged into USB 2.0 ports on your PC.  Earlier versions of the system backup software did not yet have support for USB 3.0.

 

When I try to enable remote access to my Canvio Personal Cloud from the Settings screen, no PIN is displayed.

  • This may be due to a problem in your internet router's ability to resolve the internet address of the server that provides the PIN information to your Canvio Personal Cloud.  Please check that your router's firmware is up to date by going to the web site for the router. 

 

Does the Canvio Personal Cloud work with Windows 8?

  • Yes, the Canvio Personal Cloud is compatible with computers using Windows 8.

 

Does the Canvio Personal Cloud work with Apple Mac?

  • At this time, the Canvio Personal Cloud is not compatible with Apple Mac. Compatability may be available in the future.

 

 

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