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Frequently Asked Questions (FAQs) about SafeSync on Windows

    • Updated:
    • 6 Apr 2020
    • Product/Version:
    • SafeSync for Business 5.1
    • Platform:
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
Answer your questions regarding Trend Micro SafeSync on Windows.
Below are some FAQs about Trend Micro SafeSync. Please click on any of the questions:
Using the product:
What is Trend Micro SafeSync?
Trend Micro SafeSync revolutionizes Internet security. Proven cloud-based technology automatically stops viruses and spyware before they reach your computer - a whole new way to protect your PC.
  • Unlimited access
  • Access anywhere using any Internet-ready device
  • Backs up your files automatically in a safe location administered by an industry leader with 20+ years of Internet security expertise
  • Synchronizes your devices automatically with the most current files
  • Works silently in the background
What are the minimum system requirements for Trend Micro SafeSync?
Below are the system requirements of your Trend Micro SafeSync.
Trend Micro SafeSync
 Windows VistaWindows 7Windows 8Windows 10
(1GHz recommended)
Memory1GB1GB for 32-bit
2GB for 64-bit
Operating SystemWindows Vista SP2
(32-bit or 64-bit)
Windows 7 SP1
(32-bit or 64-bit)
Windows 8
(32-bit or 64-bit)
Windows 10
(32-bit or 64-bit)
Disk Space100MB
Web BrowserMicrosoft Internet Explorer 8.0, 9.0, 10.0 and 11.0 (32-bit and 64-bit)
Mozilla Firefox (latest version)
Google Chrome up to version 44.x
Safari 6 or above
DisplayHigh-color display with a resolution of 640x480 pixels or higher
Trend Micro SafeSync Online Storage
Web BrowserInternet Explorer 8.0, 9.0, 10.0 and 11.0 (32-bit)
Mozilla Firefox (latest version)
Google Chrome up to version 44.x
Safari 6 or above
What are the different features of Trend Micro SafeSync?
Trend Micro SafeSync delivers what is important to consumers:
  • SYNC
    With SafeSync, your data is secure and continuously backed up using real-time sync. Your files are automatically copied within moments of you saving them.
    With over 20 years of experience, Trend Micro is a global leader in Internet content security and a pioneer in server-based antivirus software solutions.
    SafeSync uses the same 256-bit AES file transfer encryption that your bank uses. This make sure that you and your data is secure.
    SafeSync keeps a full history of all your file changes and lets you recover previous file versions. SafeSync also has a recycling bin if you delete something by accident!
    With SafeSync, you can access your files from any Internet-enabled computer or mobile phone using the SafeSync website.
    When you are away from your computer, SafeSync mobile apps for iPhone, iPad, and Android devices give you access to your files on demand.
    SafeSync allows you to share your media with whoever you want using direct links, email, IM, or social networks.
What are the known issues in Trend Micro SafeSync?
  • SafeSync is unable to see the breakdown of storage contents in pie chart format if an account displays long notification messages.
  • Any filename changes made during synchronization will be ignored and revert to the settings before the sync is triggered. To prevent this issue, do not make changes to files or folders while they are being synced.
  • Trend Micro SafeSync will not sync files with "/" and "\".
  • Clicking Cancel to stop downloading a file larger than 200MB takes about a minute.
Where can I find the monthly release notes for SafeSync?
The monthly release notes for Trend Micro SafeSync updates can be found at the Trend Micro SafeSync blog.
Can I try it before purchasing?
Yes. You can register for a free trial account that is good for 31 days. To register, check this solution: How to get a trial version of Trend Micro SafeSync.
Can I purchase Trend Micro SafeSync through a retail store?
Currently, Trend Micro SafeSync is not offered in a retail store. You may, however, purchase the program online.
How much does the subscription cost?
Below are the one-year subscription costs of Trend Micro SafeSync:
  • SafeSync 20 20GB - $39.95
  • SafeSync 50 20GB - $89.95
  • SafeSync 100 100GB - $149.95
What payment methods can I use to purchase Trend Micro SafeSync?
We accept the following:
  • Visa
  • MasterCard
  • EuroCard
  • Discover
  • American Express
  • Diner's Club
  • JCB
  • Check cards and ATM cards issued by one of the above major credit card companies
We also accept PayPal and wire transfers. If you choose to pay by PayPal or wire transfer, please select the appropriate payment method on the Payment page, then the directions will be provided to you after you have fully submitted your order.
Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.
Do you have a monthly subscription?
There is no monthly subscription for Trend Micro SafeSync.
Do I need a valid email address in registering an account? What else do I need to register?
Yes. You need to have a valid email address to fully use Trend Micro SafeSync. You can also use your existing Trend Micro account.
Will I get an order confirmation email?
After successfully purchasing Trend Micro SafeSync, you will receive an order confirmation in the email address you provided during your purchase.
What happens during a storage plan upgrade?
Additional storage space is added to your current space. If upgrading to 20GB, an additional 10GB will be added to the existing 10GB bundled with your SafeSync. If upgrading from 20GB to 50GB, an additional 30GB will be added to make it 50GB. If upgrading from 50GB to 100GB, an additional 50GB will be added.
For your storage space to be upgraded, you must enter the new Activation Key provided in your order confirmation email.
Can I have more than one SafeSync account on one computer?
Yes, you can log out then log in using the other account for SafeSync.
Can I create a pair on removable devices?
It is not recommended that you create a pair on removable devices like the following:
  • External hard drives
  • iPhones
  • iPads
  • USB drives
This is because when you remove them from your PC, SafeSync will treat the files as deleted. This will cause the program to delete the online entries. And since you have the sync featured turned on, the copies of these files on your device will be deleted as well.
If you pair a folder on a removable drive, un-plug it, then plug in another disk containing a folder of the same name, some files from the first removable disk may be deleted from server.
Can I delete files in my local folder without syncing in Trend Micro SafeSync?
No, you cannot. Even if you are successful in deleting a file after unpairing a folder, the missing or deleted file will be downloaded again automatically from the Trend Micro SafeSync server to the local folder once we pair them again.
However, you can delete a file if you permanently unpair the folder in Trend Micro SafeSync.
Can I install Trend Micro SafeSync on a different drive on my computer?
No. Currently, this option is not supported by Trend Micro SafeSync. You may only install it on the C:\ drive of your computer.
Can I install Trend Micro SafeSync on multiple computers using one account?
Yes. You can install your Trend Micro SafeSync program on any number of computers. However, the computers will sync directly with the server and not with each other. This means that the synchronization will be limited by your network's bandwidth.
Can people at Trend Micro see my files?
Files are not stored in a simple directory on a server, but distributed across storage servers using a proprietary platform. A file on a server has just a number, so it would not be possible to know what software you need to open that file with. You also cannot differentiate your file from any other users' without referring to the main database which holds this information.
The web interface does everything for the user. And since the people at Trend Micro cannot login as the user (because we do not store their passwords, only a checksum of it), it would be a laborious job for anyone to look at the files as it would be necessary to manually convert them to their id number, and find which server it is stored on, then retrieve it from the server and rename it.
Does SafeSync sync hidden or system files?
No. SafeSync does not sync hidden or system files.
Does SafeSync keep older versions of a file?
Yes. This feature is automatically turned on and cannot be disabled. An unlimited number of versions of each file are stored in your SafeSync account.
To remove, restore or download a specific version, follow the steps below:
  1. Right-click a file, then select Previous versions.
    The Version History window will appear. You can see the current and previous versions of the file here.
  2. Click any of the following:
    • Remove
    • Restore
    • Download
How long will you keep my files?
Trend Micro SafeSync will keep your files as long as you want it to. As long as you have an active subscription, your files will never be removed regardless of whether you log in or not.
How much storage space do I get?
SafeSync will be replacing the current introductory unlimited storage model with three new storage plans that better suit your needs.
How secure are my files?
The platform takes all possible security measures to ensure your security. These include the following:
  • 256-bit encryption
  • Firewall
  • Partitioned network (the file servers are not publicly accessible)
  • A permissions structure that require specific permission to view a file to guard against software bugs
Additionally, the servers are hosted in a former gold bullion vault. You can imagine how seriously the Bank of England guards its gold. Now, Trend Micro SafeSync offers you exactly the same protection for your files.
What are the supported video formats?
Below are a list of video file formats accepted by Trend Micro SafeSync:
  • xvid
  • wmv
  • flv
  • mpeg4
  • QuickTime video (These are usually transferred from most digital cameras, camcorders, and mobile phones)
Will use of the service count towards the usage limit on my broadband/Internet connection?
Trend Micro SafeSync uploads and downloads files from your online storage and this uses your broadband/Internet connection. However, you can always configure your Trend Micro SafeSync SmartDrive depending on how you want it to use your broadband/Internet connection.
What causes file transfer errors?
Below are the probable reasons why file transfer errors happen:
  • The file is in use by another application. The transfer will start after the other application is finished with it.
  • Permission to access the file on your local disk was denied.
  • The file is locked on the server. This may be due to an upload that is already in progress on another computer.
  • Permission to access the file on the server was denied.
How many history versions does Trend Micro SafeSync keep?
Trend Micro SafeSync keeps 10 versions of each file. For those with unlimited storage, these files will be removed from the recycle bin after 90 days.
How do I schedule my file uploads in Trend Micro SafeSync?
Currently, this feature is not available or supported in Trend Micro SafeSync. You still have to upload your files manually.
Can I force the synchronization in Trend Micro SafeSync?
It is not possible to foce the synchronization of your files and folders in Trend Micro SafeSync. This may be a feature in future versions of the program.
Is it possible to upload compressed files to Trend Micro SafeSync?
Yes. You can upload compressed files to your Trend Micro SafeSync account. It will allow you to upload .ZIP, .RAR and other compressed files.
Can I install the older versions of Trend Micro SafeSync on my computer?
Older versions of Trend Micro Safesync cannot be installed on your computer.
Install; Register; Purchase
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