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Cloud FastPath FAQs

Frequently Asked Questions About Accounts and Billing

1. I REGISTERED FOR MY OWN CFP ACCOUNT, BUT NOW I WANT TO JOIN A CO-WORKER'S ACCOUNT. WHAT DO I DO?

The administrator of the account that you wish to join can invite you to the account. You will probably also want to close out the account that you opened for yourself, so you don’t continue to get billed for it.  If you have a Professional account, you can close out the old account by going to the Billing tab of the Accounts modal and selecting the Stop Auto Renewalbutton. Enterprise customers should consult their Tervela Sales representative to close out accounts. See Account Settings and Accounts Billing for additional details.

2. HOW DO I KNOW HOW MANY BYTES OF DATA I HAVE CONSUMED? OR HOW MANY CONCURRENT JOBS I HAVE PURCHASED?

Click on the Accounts link in the upper right corner of your dashboard, and select the Billing tab.  Then select Usage.  The total bytes used in your account will be displayed.  If you have a trial account, the total bytes listed will be what has been consumed since account registration.  If you have a paid account, the total bytes listed will be what has been consumed since the billing start date.  Note that there may be a slight delay to load this information.

3. MY MIGRATION IS DONE AND I AM ON PROFESSIONAL PLAN. HOW DO I CANCEL MY SUBSCRIPTION?

  1. From the CFP Dashboard, pull out the menu in the upper right corner.
  2. Select Billing.
  3. Go to Payments. Select Stop Auto Renewal.

If you are in the middle of a billing cycle, you will be charged for that billing cycle and for any transfer overages beyond what your standard billing covers.

Frequently Asked Questions About POPs

1: I JUST LOGGED INTO MY ACCOUNT. WHY IS MY POP BLINKING BLUE AND GREY?

Cloud POPs go to sleep when there is no account activity and then wake up when you log into your account. There is a short time, typically less than a minute, when they blink blue and grey while they resume. When a POP turns solid blue, it is fully connected and ready to use.  You won’t be able to create systems or run jobs until the POP is fully up.

Frequently Asked Questions About Windows App

1: WHAT DRIVES ARE SUPPORTED BY THE WINDOWS APP?

Standard Windows file shares (sometimes known as CIFS or SMB) are the most commonly migrated sources with the Windows app, and include the majority of Windows 7/8/10/2008/2012 mapped drives and file shares. File shares served by MacOS accessed via SMB can also be migrated successfully, but there are a few OSX/Windows interactions you should be aware of before starting the migration; consult cfp-support@tervela.com for information. Unix Network File System (NFS) mounts can be accessed by some versions of Windows and accessed via the Windows app as well. In general, any filesystem which is visible on Windows can be accessed by Cloud FastPath.The Windows App is also capable of connecting to on-premises Sharepoint.

Frequently Asked Questions About Jobs

1: WHAT HAPPENS WHEN I RUN A JOB? WHAT SHOULD I EXPECT? HOW LONG WILL IT TAKE?

Once you click the Transfer button, your job will start. You’ll have various status updates (Provisioning, validating, scanning, % complete) next to the job name, which will give you a rough idea on what your job is doing at the moment. Click on the job name to get more detailed metrics, including the estimated time remaining to complete your job. Estimated time is an estimate, and before we have a full scan of source and target, it is based on the current state of the two scans.  As such, it may not be accurate.The time remaining parameter is an estimate and not an absolute metric.  Cloud providers and corporate networks vary widely in performance, Internet service may be busier at certain times of the day, and spikes in network demand may temporarily lower data transfer rates. While Tervela recommends that you let a job run to completion, if needed, you can always stop a job and resume it later on.The data highway is a crowded place, and sometimes files don’t get to their final destination on the first try.  Cloud FastPath has a job scheduler that can be configured to re-run your job if it doesn’t transfer all of your files over on the first run. The second run should be much shorter than the first, because you are only transferring the files that didn’t make it over the first time.  ACLs transfer very quickly, which is one of the reasons Tervela recommends that when you have a large scale migration, transfer the data first over a stretch of several days, get it synchronized, and then limit the cutover weekend to just transferring the last day or two of updated files, plus the ACLs.


2: HOW DO I MAKE MY JOB RUN FASTER?

One thing that can dramatically reduce job time is creating a new folder for your data on the target. If you send your data to the root of an account, the full target account must be scanned, and in some cases, this may be millions of files. If you create a new target folder for your data, CFP will essentially be scanning an empty folder, so that target scan time is negligible.Other things that will reduce job time:

  • Run jobs after normal business hours.
  • Notify your target service provider’s service rep that you will be moving a large amount of data, and ask if there are any preparations that need to be made from their end.
  • Advise users to stay off the target system.
  • Ensure that other applications – Migration tools, desktop syncs, DLP software – are not running on source or target.
  • If you are running two or more concurrent jobs, make sure that the source and target systems all have separate oauth users. This prevents rate limiting. If the same account is the target for two different jobs, consider sharing the folders in that account with another user, and splitting the concurrent jobs between the two users.
  • Run the job without versions selected.  Versions must be sent serially so they are saved in the same order on the target as they were on the source, while the default for CFP is to send data in parallel.  Note that you should not change the versioning setting – off or on – once the job has run once.  The one target platform that does have the ability to receive multiple versions in parallel is Microsoft (OneDrive / SPO), which makes version transfers more efficient.
  • If your source is Windows, ensure that you have adequate bandwidth (10Mbps is recommended minimum), and consider a temporary increase in upload speed for the duration of your migration. If the data is not on the drive where the Win app is installed, the drive should be physically close to the Win app. Drives connected via wifi or USB may be extremely slow. The Windows machine must have adequate CPU, memory and disk space for the job.


3: MY JOB HAS RUN SEVERAL TIMES. HOW DO I KNOW HOW MUCH TOTAL DATA HAS BEEN TRANSFERRED?

Look at the job’s history. You’ll see a list of all the instances for your job, along with the bytes transferred.  You can find out the total bytes moved in the Accounts modal (link in the blue header bar of the dashboard).  Tervela support can provide you with a detailed document of your data consumption on request.


4: I'M TRYING TO CHANGE THE CREDENTIALS FOR MY SYSTEM, BUT WHEN I CLICK ON THE LOG IN BUTTON, I NEVER GET THE CHANCE TO ENTER IN A DIFFERENT USERNAME AND PASSWORD. IT JUST BOUNCES BACK TO THE JOB WITH THE SAME CREDENTIALS.

Your original set of credentials are cached in the browser. Create a new tab in the browser and log into your cloud service account with the new credentials to cache them instead. Go back to the tab that has CFP loaded, and click the Log In button for your credentials again. The system will be updated with the new credentials.


5: MY COMPUTER LOGGED OUT /POWERED DOWN AND NOW MY WINDOWS POP IS ORANGE AND MY JOB WON'T RUN. WHAT DO I DO?

Refer to the section on Clearing an Error from an Invalid Job on the Running a Job page. To prevent the Win app from shutting down due to logout, consider configuring your Win app as a service.


6: HOW DO I KNOW IF ALL MY DATA TRANSFERRED? WHAT DOES IT MEAN IF MY JOB IS INCOMPLETE OR FAILED?

Refer to the Job Status section on the Running a Job page.


7: IF I RIGHT CLICK ON THE WINDOWS DRIVE I TRANSFERRED IN THE FILE EXPLORER, IT SAYS I HAVE 100GB. BUT CLOUD FASTPATH SAID IT TRANSFERRED 85GB. WHERE'S THE OTHER 15GB?

Cloud FastPath transfers the folders selected, not the drive. The drive contains hidden Windows system files and other data that are of no value to most users when transferred to the cloud. Assuming you selected all of the folders and files on the drive for transfer, do the same thing in Windows File Explorer.  Select all of the folders and files on the drive, right click and select Properties; the quantity of data listed should match what you see transferred if the job completed.


8: MY JOB SAYS IT IS INCOMPLETE OR FAILED AND IT HAS ERRORS IN THE EVENT LOG. WHAT DO I DO?

Visit the Event Log page for a list of common errors, what they mean, and how to resolve them. If you need further assistance, contact cfp-support@tervela.com.


9: IF I RUN A JOB TWICE, WILL THE DATA THAT'S ALREADY ON THE TARGET BE OVERWRITTEN WITH THE NEW DATA? DOES CLOUD FASTPATH SYNCHRONIZE DATA?

The default process is that if a file on the source and target have identical paths and filenames, Cloud FastPath will check the modify timestamp for the source and target versions of the file, and will only overwrite the target file if the source is newer than the target. If the source is older than the target or the timestamps of the two files are identical, Cloud FastPath will not transfer the file and overwrite new data with old data. You can prevent any overwriting of data by going to the Configure tab for your Job and selecting the Job Settings button (or by going to Advanced Fields in the APM Map flow wizard). Deselect the Overwrite checkbox and only files that have new filenames will be copied to the Target storage. The Overwrite option is not currently available on all source/target combinations.

When you run a data motion job, the data only goes in one direction:  from your designated source to the target. Consequently, only the files on the target will be updated, not the files on the source. If you want to synchronize files on both the source and target, you will need to run a second job, where the source from the first job becomes the new target, and the target from the first job becomes the source.  Refer to the table on the Data Motion Jobs page for information on setting up the paths for your job so data is transferred to the folders you intend.


10: CAN I CREATE NEW JOBS WHILE I HAVE A JOB RUNNING?

Absolutely! Creating new jobs will have no effect on any jobs that are running.


11: DO I HAVE TO REMAIN LOGGED IN TO CLOUD FASTPATH WHILE MY JOB IS RUNNING?

Once your job starts, you can close the browser down altogether and your job will keep running. You can even log out and power down your computer unless the job requires the Windows App (POP).  If the job uses the Windows App, the computer where the app is installed and the computer for the drive it is accessing must be logged in and powered on for the duration of the migration.

On the other hand, if you WANT to stop the job, find it in the Data Motion Jobs pane of the Cloud FastPath dashboard and select the Stop () button. Stopping your job will not damage data on your source or your target.


12: CAN I CHECK ON MY FILES WHILE A JOB IS RUNNING?

You can open folders on either the source or target to see what’s there, but do not access, download, upload, open or change files (e.g., add meta attributes such as file descriptions) on the target in any way until the job is complete. On the source, you may add new files and folders and you may update existing files.  Do not move any data around on the source or rename files or folders, as this may result in duplicate data on the target.

Updated on July 23, 2020

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