When SpiderOak One reports that it is disconnected, it means the application is unable to reach our servers. Here are a few common reasons for why this happens:
Your Internet connection is not working or the application is being blocked by a security program such as an antivirus.
To test this, make sure this computer is able to access the internet. If you have an antivirus or other security software, trying shutting it down and see if One can connect. Security software often update themselves silently, and we have observed some such updates blocking our software when it had been previously allowed.
If you're connecting from work, don't forget about upstream devices that might be blocking the application.
You are using an old version of SpiderOak One
If you are using an older version of the SpiderOak One application or you are not sure if you are on the latest version, make sure to download and install the latest version which can be found at https://spideroak.com/opendownload/. If you are uncertain of the version you are currently running, downloading and installing from that link will put you on the latest version.
Your account might be closed.
If you try to connect to an account that was closed, the application will be disconnected. If you don't remember closing your account, you can contact our support team at email@example.com from the email address associated with your account and we will investigate for you.
Keep in mind that a new account begins as a 21 day free trial, and if not upgraded during the trial period it expires and is closed. We would be happy to help you open a new account in that case, but expired trials and their data cannot be recovered, so if you wish to retain a trial account then be sure to upgrade it before it expires.
You might be trying to access an old account.
Have you ever used a different One account on this computer before? If so, the application might be finding your old account information still stored on this computer. It will try to connect to the old account, and if that account is closed, it will only show you that you are disconnected.
In this case, all you need to do to start using your new account is to delete the application data associated with your old account. To do so, see How do I manually uninstall SpiderOak One? Once this folder is deleted, restart One. You'll be prompted for the email address associated with your new account and its password. You will then be able to connect to your new account.
If you are still unsure of why your application is reporting Disconnected please don't hesitate to write in to firstname.lastname@example.org.