Troubleshooting

Unfortunately, sometimes your transfer doesn't go as planned. Here is a list of the common problems (and tips for solving them) when you're using ExaVault.

You can also reach out directly to our support team.

Problems Connecting to Your Account?

• Forgot your password?
  Reset your password.
• Account suspended?
  Log in to the client area and pay any outstanding invoices.
• Can't reach ExaVault account at all?
  Verify connection with a ping test.
• Blocked by a firewall?
  Open up needed IP addresses and ports for ExaVault.
• Not sure how to connect with an FTP client?
  Get settings and instructions for FTP clients.

Problems Transferring Files?

• Not sure how to upload files?
  Review steps for uploading files.
• Out of space on your account?
  Upgrade your account.
• Slow speeds?
  Verify your IP address, run a traceroute to verify connection, and send a message to support@exavault.com with the details.

Account Management Problems?

• Can't log in to the client area?
  Use the forgotten password link.
• Need to change your credit card or payment information?
  Update payment information.
• Need to see how much space is available in your account?
  View account quota and storage limits.
• Need to add or edit users?
  Add or update users.

Troubleshooting and Reference Index

Here is a list of Troubleshooting and Technical Reference topics. We'll be adding to this list, so you may want to bookmark this page for future reference.

If you still need help, please don't hesitate to contact us: support@exavault.com.

• Connectivity Limits
• Daily Transaction Limits
• Firewalls
  Firewall Setup Information
  Firewall Troubleshooting
  Passive vs. Active FTP
• Incomplete File Uploads
• Networking Tools
  What is my IP Address?
  Ping
  Traceroute
  MTR
  Taking Screenshots
  Flush DNS
• Platforms & Supported Browsers
  Blank Page Appears
  Monthly Maintenance