In order to make sure all ExaVault accounts are able to connect to the servers without issues, use all available features, and complete normal file functions, our systems have several limits in place to prevent exceptionally large activity.
An account may reach one of these limits when there is a process or unknown automation that is creating unintended activity. Below are some limits your account may encounter and additional information to help you troubleshoot.
In order to maintain access for all our customers, we place the following restrictions on devices and scripts that will upload, query or poll our servers:
A couple of things you can check to make things smoother:
Bandwidth is the rate of data transfer (uploads/downloads) between your ExaVault account and clients connecting to your account. While storage is how much data sits on your account, bandwidth is how much data moves in and out of your account.
ExaVault limits high bandwidth to confirm accounts are not in violation of our following policies:
To monitor for any breach of these policies, bandwidth usage is tracked for all accounts based on the current plan size.
25GB a week
250GB a week
While the limits above may flag your account for high bandwidth activity, we understand that you may experience occasional spikes in activity. For this reason, you will only be notified if your account is consistently using over 100% of your storage plan size.
After one week of high bandwidth use… no account changes.
We will flag your account for high activity but this is only for our internal tracking. If bandwidth returns to normal use, no follow-up is necessary
After two weeks of high bandwidth use… first email notification sent.
Once a second flag is applied, you will receive an automated note from our system notifying you that your account is using an excessive amount of bandwidth. We will request you reply to our support team so we can review your current process and make sure there is no unexpected behavior causing the high bandwidth.
After three weeks of high bandwidth use… second email notification sent.
If we have been in conversation with you to help troubleshoot, we will lower your high bandwidth flags to prevent your account receiving an increased alert level. If you have not contacted our support team and your account has been over 100% of storage use for three weeks, your account may be at risk of suspension. Please contact our support team as soon as possible.
After four weeks of high bandwidth use… final email notice and ACCOUNT SUSPENSION
If you failed to contact our support team after four weeks of high bandwidth use (over 100% of storage plan each week), we will suspend your account to prevent any impact to our other customers. Please contact our support team to remove the account suspension in order for users to access your account.
If you receive email notifications about high bandwidth, do not panic. This notice does not mean that you are doing anything wrong. Here are some steps you can take to confirm there is no unexpected bandwidth use on your account:
1. Visit your Activity page and on the SESSIONS LOG, select filter “Type” = “Upload”.
2. Review the recent activity in uploads and make note of the following behavior:
- Are the same files being uploaded multiple times a day/hour?
- Does this specific file require such frequent uploads?
- If no, make note of the username for follow-up to discuss the user's process and confirm if the frequency of uploads can be reduced.
- If frequent uploads are required, be sure to inform our support team of your process when replying.
- If your account appears to have user(s) that are not interacting with your server as intended, you can “lock” the individual(s) on the Users page to prevent logins while troubleshooting. This will prevent unwanted spikes in bandwidth while you troubleshoot.
3. Return to the Sessions log and repeat step 2 for filter “Type” = “Download”.
Regardless of the results of your investigation, be sure to reply to our support team on the High Bandwidth automated email you received and we will provide additional assistance to make sure your account does not have an interruption in service.
Don't see the answer you need? Drop us a note, and our support team will email you back.Send Email
Schedule a 1:1 screen-share to get all your questions answered by our support team.