Ontrack Data Recovery

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? 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.

If you have any questions or experience difficulties, please review our frequently asked questions (FAQs) or contact your Ontrack Data Recovery service representative for help.

 
How do I change my password? 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? When will I know if my data can be recovered - Evaluation Complete Status
The Evaluation Complete status will be displayed. If applicable, you will be provided with link(s) to 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.

* When you download files in Safari, an extra filename extension may be added. For example, if you download a ZIP (.zip) file, the downloaded file might be named "filename.zip.html" instead of "filename.zip".

Solution: If the filename extension added by Safari is not accurate, delete the extension from the file name and the file should open in the correct application. If it does not, use Get Info in the Finder to force the file to open with a certain application.

 
How will I know when my service has been completed? When will I know if my data can be recovered - Evaluation Complete Status
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 track the progress of my shipment?
You may track the progress of your shipment by accessing the shipping carrier website and using the tracking number provided by your Ontrack Data Recovery services representative.
 
How do I access my recovered data?

1. Connect the media to your computer.

2. Open the mounted drive icon in Finder.

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 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.