FAQ

Frequently asked user questions

What is the difference between Sync Client and Drive Client?

The Sync Client stores your data locally on your PC and synchronizes every change of a file or folder. You can access your folders and files even without the Internet. The Drive Client, on the other hand, integrates a network to free up local storage space. Here, too, every change to a file or folder is automatically applied. However, an Internet connection is required here.

What is an internal share link?

In order to be able to work on a document with team colleagues or external partners at the same time and track all changes in real time, it is a good idea to create a share link. With this you can easily share files with non-registered users and edit them simultaneously.

To create a share link, click on "Share" next to the respective folder or file in the web interface. You can now copy the link or forward it by mail to the selected person.

What is a user? **

In luckycloud, a "user" is someone who has a luckycloud account and has access to the luckycloud. A user can be assigned the following roles by the administrator:

  • User
  • Team
  • Guest

Who is an administrator?

At luckycloud, an "administrator" is the person who handles payment, account and team management. An administrator account also has access to the cloud storage of luckycloud and can do everything a user can do.

  • Thus, an administrator is also a user.
  • All single user accounts are administrator accounts.

Where can I see the activities/history?

In the web interface you will find the Tools tab on the left side and below it the Activities item. Here you will see all activities of all users on files and folders sorted by date, each with the corresponding time.

For each change, a snapshot is created that contains the state of the library after the change. If you accidentally delete a file, you can easily restore it. To do this, go to the library and click on the clock (Versions) in the top right-hand corner, where you will also see an overview of all the files that have been changed. Under Action, the option View snapshot appears via mouse-over. Here you can download any version and also restore it (also via mouse-over under Action.)

What are conflict files and how can I solve them?.

Sometimes other users and you may be editing the same file at the same time. Your changes may conflict with the changes made by others. In this case, your change is saved while your friends' changes are saved as conflict files. These files end with the author's email address and the current time - for example, test.txt (name@beispiel.de 2013-10-01-00-12-24). This gives you the opportunity to manually view and adjust the changes.

Can I limit the disk space for a single user?.

In the Team Manager click the "edit" gear. Here you can customize the settings for each individual user. In the private storage field, you have the option to assign storage quotas. These should not exceed the available team storage size, otherwise you can always make an adjustment in the configurator.

Where do I create a wiki?

In the web interface, under Tools, click Published Library and then click the Publish Library button.

Why does the space used locally not match the space in luckycloud?

Deleted data in the recycle bin and versions also occupy disk space. We recommend that you clean up your data.

Attention: Irrevocable deletion. It is no longer possible to restore the deleted versions!

How can I recreate a deleted user?

If you delete a user, all luckycloud services will be deactivated with immediate effect and the data stored there will be completely deleted. To add this user again, please contact our customer support at or +49 30 814 570 920.

Can I encrypt/decrypt a library later?

An encrypted library cannot be decrypted again. Encrypting a library is a one-time process, like a fingerprint, that is irreversible. You must upload the entire encrypted library's data to a new library to "decrypt" or re-encrypt it.

What is the upload and download limit for individual files?

Within a browser, a single file for upload/download can be a maximum of 4 GB. This counts for your storage web interface as well as for external share links. If you need to upload or download larger files, please use our Sync- or Drive-Client.
Important: When downloading a folder it will automatically be converted to a "zip file", this must also not exceed the 4GB limit.

Can I set up an SFTP connection on iPad?

You can access our service using WebDAV, we no longer offer SFTP for security reasons.

I selected Paypal as my payment method and now I get a message from Paypal that the direct debit agreement is expiring.

When setting up a recurring payment via PayPal, you allow luckycloud to debit your Paypal account for a period of 12 months. If the direct debit agreement expires, you must enter into a new agreement or set up payment at the currently applicable prices. We recommend using SEPA direct debit or credit card.

Why does luckycloud cost anything?

In a nutshell: With us you are a customer - not a product. We do not sell your data to third parties. As a zero-knowledge cloud, we don't touch your data. Unlike other cloud providers, with us you can only pay with money. The focus at luckycloud is on secure, privacy-friendly and highly available data processing and customer-oriented services. Behind our support channels sit not only "real people", but trained, German-speaking employees.

Other cloud providers may be a bit cheaper, but then you have to reckon with security and performance level losses. You alone must decide,

  • which cloud provider suits you best,
  • how high the quality (availability and performance) and security must be
  • and whether you need a high level of data protection or just the minimum.

Support offers from luckycloud.

Free support packages

The "Basic Support" is valid for all luckycloud customers.

The "Premium Support" can be used by all luckycloud pro users. System critical requests from luckycloud pro users can only be made by administrators.

luckycloud SLA contracts

luckycloud customers can conclude separate SLA contracts. Here the system admi-nistrators can contact 2nd and 3rd level support at predefined times.

More about both can be found in our support offer whitepaper.

luckycloud Remote Support booking and preparation

Experience has shown that it is more useful for specific problems if we can keep an eye on them in person. In this case, a remote support appointment is worthwhile. During this appointment, one of our employees will look at your system with you via Anydesk. This way we can achieve the best service and help you quickly and competently.

Book a remote support appointment

You can contact us at any time via phone, email or our chat and ask for an appointment, you will then be assigned an appointment as soon as possible.

We charge 22,50€/15min for our remote support, unless it is an error on our part.

Preparation

General

  1. If you do not have Anydesk installed, you can download the software here:

  2. Restart your computer.

  3. have your luckycloud login details ready

  4. if necessary: Have your router IP ready

MacOS

Since MacOS 12, Anydesk permissions must be given for the software to work. 1.

  1. go to the "Apple icon " in the upper left corner
  2. Click on "System Preferences ".
  3. navigate to "Security " (sometimes: "Security and Privacy ")
  4. on the left-hand side, under "Operating Help " and "Screen Capture ", you need to include Anydesk
  5. finally, restart Anydesk.

For NAS systems

For NAS servers, please have the IP address of your NAS and the admin password ready.