Keeping One updated and connecting to the server
The very first thing we recommend to everyone experiencing issues with One is to update the One Backup software for ALL devices on the account. One needs to be able to communicate with all ‘active’ devices listed, even if those devices are no longer being used, or are not in your possession anymore. Please make sure to remove devices from the account that won't be updated or used going forward- One is not meant to act as a cold storage service, and using it that way can unfortunately lead to problems (see Deleting Devices for removal of devices from the account).
If the One application has data from a device, or has the device listed in the application, we’d want it to be running the most recent software, so it can be in communication with our server- otherwise problems can arise (even if it is Deauthorized or no longer used, but still included on the account). It’s counterintuitive to think that an old device no longer being used could prevent newer devices from functioning correctly, but we know from testing One that the above scenario does cause problems.
For devices no longer owned or not able to update- we understand these present a problem to the account. If even one device (old or new) is running outdated software, it can cause the One application to hang. Ideally, old devices not in use would be removed from the account (see: Deleting Devices), as One is not meant to be used to upload data, delete the data locally, and leave on the cloud long term - One requires updates and regular checks of the backup/settings.
However, we know it is easy for accounts to accumulate devices needing an update- so we do have a workaround for this. For devices still owned and accessible, please update them by downloading the latest version of One Backup from www.spideroak.com/opendownload, close the application completely, and run the installer for One Backup (make sure not to choose the incorrect product, such as CrossClave). We would highly recommend removing devices from the account which will no longer be used, especially if the One software is out of date. Files from old devices can be downloaded to newer devices that will be staying on the account, please see: Download Your Files With SpiderOak One.
Unfortunately, sometimes unmaintained accounts with much older versions of One Backup have devices that cannot communicate at all with our servers. For these devices, the following method can be a last resort: Updating a Device No Longer Associated with an Available Computer. This is a way to at least get the server to be able to communicate with old devices, even if those devices aren’t around anymore. Doing this can help One communicate with an old device to try and download the data from it when there may be no other way to retrieve that data.
Please contact Support if you’re needing help with this problem- we understand that unmaintained accounts can lead to troubleshooting, and we will absolutely try to help you if you’re having difficulty with your account.
To update your devices, please follow these steps:
ONE usually runs in they tray. Please completely exit the application by right-clicking the "cloud" icon and selecting exit. If you can't exit the application, please force quit the application.
Download and install the latest ONE client from www.spideroak.com/opendownload. Make sure to select the downloader for One Backup and not any of our Other Products (such as CrossClave).
Now, restart ONE.
If you continue to have problems after updating ALL active devices listed on the account, please reach out to Support via email.