Support & Knowledge Base

FAQs

Still have questions? We have answers! Check out our Frequently Asked Questions for everything you need on SpiderOak

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

When SpiderOak shows "disconnected," it means the program might be unable to reach our servers. Here are a few common reasons this happens:

1) Your internet connection is not working or SpiderOak is being blocked by an antivirus program

To test this, make sure this computer is able to access the internet. If you have antivirus running, trying turning it off and see if SpiderOak can connect.

2) 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 support@spideroak.com and we will investigate for you.

3) 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 your current account's username and password and you can sign in to your new account.

Couldn't find an answer to your question? Email our support with your question.

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