Charter Cloud Drive is an online service that lets you automatically backup and share important files like photos, videos, and music safely and securely. Because files are stored online, you can access them from any internet connection or share them with friends and family. Please note that you can only access Charter Cloud Drive with your Head of Household email address and password, which cannot contain any special characters.

Please click on the links below for Cloud Drive information and troubleshooting tips.

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  General Information

General Information



  • Your important files and documents can be scheduled for automatic back up.
  • Backup should be used as an archive for files that need to be safely stored - but aren't accessed regularly.
  • Backup files on any computer where Cloud Drive Backup software is installed.
  • Upload times may vary, depending on the available bandwidth and the size of the file being uploaded. Faster bandwidth speeds will result in faster upload and download performance.


  • Control your shared files:
    • Easily share folders and files with friends and family.
    • Set an expiration date on shared files.
  • Address book: view and manage contacts and their associated sharing settings.
  • Share full resolution pictures. Charter Cloud Drive will not reduce the resolution of your uploaded photos.


  • You can easily drag and drop files directly from your desktop using   .
  • Charter Cloud Drive remains active for our customers who place their services on vacation.

System Requirements

  • Windows - Compatible with Windows XP or higher.
  • Mac - MacOS X version 10.5 or higher.
    • PowerPC processors are not supported.
    • iPad - OS 4.3 or higher.


Charter Cloud Drive is SAS70 Compliant. SAS70 is a widely recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA) for the operation of data centers. It is used by auditors to ensure compliance with standards that cover: physical security, fire suppression systems and power systems, heating and cooling systems and in general, the overall integrity of the center. The standard is used by potential customers and owners to evaluate data centers' integrity. If a data center is SAS70 certified, the user can know that the center has been evaluated against a set of standards recognized by the industry.

All customer data is triple mirrored. Charter Cloud Drive retains three copies of all data that enters the system; data is replicated instantaneously. Three different instances of the data exist on the platform, meaning it has been backed up three times.

If you upload a file with a virus to the Charter Cloud Drive:

It will be uploaded to Cloud Drive, however, the virus will not affect the Cloud Drive.

Additionally, the main login site is a secured site (https) that uses standard 128-bit encryption. When the data is in flight, it is transferred through SSL at 128 bit, which is the same level of security online banking uses. At rest, the data is scrambled so it is unreadable or manipulatable if attacked from an outside threat.

Our policies do not prohibit you from using Charter Cloud Drive to back up files that you have sufficient rights to store for your own personal use. For more information about the terms of use for the Charter Cloud Drive, go to   .



Once logged into the Charter Cloud Drive website, you can download and install the Charter Cloud Drive Desktop software.

  1. Click the Software link in the upper right section of the web page.

    Software options page
  2. Click the Download button to begin the download process.
  3. Save and then run the downloaded file.
  4. After running the downloaded software, the installation process will begin.

Security Options

Below are the steps for restricting access to the Backup App to only users who have administrative access or know the admin password. This is the same process as all other windows apps:

  1. Navigate to the application executable (this is where you installed the application).

    Files list page
  2. Next, right-click on the application executable you want to restrict access to. In this case select the file 'OnlineBackup.SyncNShare.exe' and select Properties from the right-click menu.
  3. Select the Compatibility tab from the Properties window.

    Properties window|
  4. Finally, select the Change settings for all users button, and in the Privilege Level section select the checkbox for Run this program as an administrator.

    Admin options page
  5. Click Apply and/or OK in Compatibility and Properties windows, and from there the PC Backup app can be run. Vault Explorer is a little different. Since VE is a 'Drive' the best way to secure your account so that other users on the machine can't access it is to treat it like an email account on a shared computer; don't store your credentials in the application, and log out when you're done using it.

Windows User Information

The following applications are available for Windows Operating System.

  • Charter Cloud Drive Backup for Windows lets you select computer files or entire directories to backup and sync files to the online storage space. In addition to choosing what files are backed up, you can set the frequency of the backup to daily, hourly, or manually.

  • Charter Cloud Drive Navigator lets you access your online storage as you would a local hard disk. You can drag and drop to Charter Cloud Drive Navigator folder in Windows Explorer, and share files directly from your desktop using Navigator.

Mac Operating Information

Charter Cloud Drive Backup for Mac allows you to select files or entire directories on your home computer to backup and sync files to your online storage space. In addition to choosing what files are backed up, you can also set the frequency of the backup to daily, hourly or manually.

Online Files Space

The Online Files space of Charter Cloud Drive provides you with unlimited space to store, organize and share your files. Files can be organized into folders, moved to other folders, and downloaded from the Charter Cloud Drive to your personal computer.

When you subscribe to Charter Cloud Drive and decide to discontinue the service for any reason we recommend you back up your files on your own hard drive or a disc before having your service disconnected.

Upload Files

The Upload Files icon allows you to add files including photos or music to Charter Cloud Drive.

You can upload files to your Charter Cloud Drive by following the steps below:

  1. From the Online Files Space, click on the Upload Files button.

    upload files tab
  2. In the Upload Files window, click the Select Files button and select the files to upload.
  3. After selecting the files to upload, click the Upload button and the files are uploaded to the Charter Cloud Drive.
  4. The new file(s) appear in the Online Files space.
  5. Files are not compressed when uploaded to the cloud. You can upload .zip files.
  6. The speed of upload depends on the upload speed of your Internet service tier.

Share Files

You can share files by following the steps below:

  1. Place a checkmark next to the file(s) you want to share.
  2. Click the share link on the top bar.

    top bar share option
  3. From the Share Items window, select who the file is shared with from the address book or by email address. You can also set how long the file is shared and permissions for the file.

    Share items tab

Backup Manager

The Backups space on Charter Cloud Drive is where backed up files from the Desktop Software are stored. Once in the Backups space, these files can be organized, downloaded and shared. Files located in the Online Files and Backups spaces can be played (media files), added to a Lightbox, downloaded, moved, copied, and deleted by placing a checkmark next to the file and clicking on the appropriate link on the top bar.

  • You can select which files you want to backup, how often to backup, and when the backup should occur.

    Backup manager tab

Recycle Bin Space

The Recycle Bin space contains files that are deleted from the Backups and Online Files spaces of Charter Cloud Drive. Once a file is in the Recycle Bin, you can restore the file to its original location, download a copy of the file, or permanently delete it from Charter Cloud Drive.

  • After placing a checkmark next to the file(s), click on the appropriate link in the top bar to perform the desired action.

    Files with check boxes

    Documents that get deleted will go directly to the recycle bin and will stay there for 30 days. After 30 days, the document is completely deleted.

Address Book

The Address Book contains contacts with which you can share files. You can only share files with contacts in the Address Book. The contact you want to share with should be in the contacts list prior to attempting to share the file. You can add contacts to the address book by entering a contact name and email address or by importing a .csv file created from Outlook or another email client.

You can add contacts to the Charter Cloud Drive Address Book by following these steps:

  1. From the Home Screen, click on the Address Book link at the top of the page or the Browse Address Book link on the left side of the page.
  2. Click the Add Contact button on the upper right side of the screen.
  3. Add contacts to the address book using the popup screen.
    • Add Contact tab contacts are added one at a time using first name, last name and email address.
    • Import Contacts tab Contacts are added to the address book by importing a .csv file.

      Add contacts tab


LightBox is a unique space on Charter Cloud Drive designed to provide extra sharing features for media files. From this space, your music, picture, and video files can be played, shared and organized providing easy access to your content.

If you upload any M4p music file, it will not be encoded and not play within the built-in media player, as this file type is protected. It will still be uploaded to the vault and you can still share this file but anyone who downloads it cannot play it because it is protected. You can upload M4a files and play them with no issues. Regarding MP3 music files, there is no way for anyone to determine which files are protected and not protected as these are a mix of both types. A person who uploads an M4p or protected MP3 music file and checks the box next to it will not have the option to click the play button.

Mobile Site

You can access Charter Cloud Drive using your mobile device by navigating to   and entering your Head of Household email address and password. Note: Passwords cannot contain any special characters.

Currently, Charter Cloud Drive does not allow the ability to backup and share directly from a smart phone; however, you can access your cloud Drive from a smart phone.

Smartphone screen

Log In:

You can access Charter Cloud Drive using your mobile device by navigating to   . You must use your Head of Household email address when accessing your Cloud Drive account. Additionally, the email password cannot contain any special characters.

login fields


Can't Log In

  • Verify you are using your Head of Household email address when accessing your Cloud Drive account.
  • Verify that your CAPS lock and Number lock are off.
  • Try to Sign In to email on and, if prompted, Retrieve Your Username or Reset Your Password.
  • If you still can't log in to Cloud Drive, please Contact Us for more help.