I just installed SpiderOak and the program shows "disconnected." Why is this happening?

When SpiderOak shows "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 SpiderOak 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 turning it off and see if SpiderOak can connect.

Your account might be closed.

If you try to connect to an account that was closed, you'll see "disconnected" instead of "this account has been canceled." If you don't remember closing your account, you can contact our support team at mailto:support@spideroak.com from the email address associated with your account and we will investigate for you.

You might be trying to access an old account.

Have you ever used SpiderOak under a different account on this computer before? If so, SpiderOak 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 manually delete the application data folder associated with your old account. To do so, see How do I manually uninstall SpiderOak? Once this folder is deleted, restart SpiderOak. You'll be prompted for the email address associated with your new account and its password. You will then be signed in to your new account.