General Migration FAQ

Introduction

Please use this general guide to assist in authorizing and troubleshooting different connectors.

You might be looking for specific information found in one of our core migration guides. Please start there if you are migrating in to one of the following:

Commonly Asked Questions

What is transferred?

Simply put, all owned root files and folders of each user will be copied and pasted to the selected destination.

If you are looking for more in depth information about the migration process we recommend you check out our Guides Section and selecting your destination and source. Alternatively you can always contact us via email at support@mover.io.

How does our app work?

The Mover app works by authorizing a connection between your ‘Source’ and ‘Destination’ and copy/pasting data in a one way transfer from one to the other.

For more details on how we secure and protect data check out our Security and Privacy policies. There is a lot going on behind the scenes in the app to ensure our migration manager dashboard makes implementing a bulk migration for both individuals and large companies easy.

What is a User?

Each "user" is defined by a unique root to destination path.

For example:

  • user01@example.com => user02@example.com
  • user01@example.com => user03@example.com

This would be considered two separate "Users" since they have a different destination, it would also apply if you had two separate sources going to a single destination.

This also applies for things like Google Shared Drives and SharePoint sites.

For example:

  • Google Shared Drive => /SharePoint/Site/Contents/Library
  • user02@example.com => /SharePoint/Site/Contents/Library

This qualifies as two separate "User Licenses" since there are two separate sources going to the same destination.

What kind of support is offered during migration?

We offer ongoing customer and technical support Monday through Friday (MST) to anyone using the app.

We’re available via support@mover.io.

In addition to our self-service app there is the option for professional services. Professional services are available for migrations over a certain size, and come as part of a package. Mover’s experienced customer support team is here every step of the way to help guide you through, and troubleshoot any issues, to ensure a successful migration.

Account FAQ

How do I reset my password?

From the sign in screen

Follow these steps to change your account password from the login screen:

  1. Hit Forgot password.
  2. On the next screen, enter your account email and click Reset Password.
  3. Follow the steps we send to your account email and you're done!

From your account panel

If you are already logged in to our app, you can change your password there too.

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. Select Password from the left-hand menu.
  3. Click Reset Password.
  4. Follow the steps we send to your account email and you're done!
Reset Password

How do I enable multi-factor authentication?

Follow these steps to enable multi-factor authentication:

  • Log in to the app and click your account email in the top right corner of the app to visit your Account settings (shortcut).
  • Select Password from the left-hand menu.
  • Click TURN ON under Enable 2-Step Verification.
Reset Password

Note: You will be automatically signed out of your account.

  • Log-in to your e-mail and copy the verification code sent to you.
    • If a verification code e-mail does not appear in your inbox [or spam] click "Didn't get the code? Resend now." just below the verification window in the app sign-in.
Verification Code
  • Enter the Verification Code and voila! You now have 2-Step verification enabled.
Reset Password

To turn off 2-Step verification return to the Password tab and select TURN OFF under Enable 2-Step Verification

Reset Password

How do I delete my account?

Deleting your account will delete all your scheduled transfers, multi-user migrations and authorized connectors.

Follow these steps to close your account:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings (shortcut).
  2. On the left hand side, select Leave Mover.
  3. Read all of the text on that page.
  4. If you are ready, enter your current password & click Delete Account.
  5. A prompt will dropdown, and you will need to click OK

To reiterate:

  • Deleting your account will:
    1. Delete all scheduled transfers.
    2. Delete all connector authorizations.
    3. Delete any subscriptions associated with your account.
    4. Delete your Mover account.
  • This will not:
    1. Delete your transfer history. We retain these for security and compliance.
    2. Remove any trace that your account once existed with Mover.

Please Note: Deleting your account is not reversable.

Delete Account

Email notifications

By default you will receive an email every time a transfer finishes. To edit your email notification settings:

  1. Click on your email address in the top right of the app to visit the account settings.
  2. Select Preferences.
  3. You have the option to receive emails On Completion (default), Never, or Only on Errors.

Can I change my account email?

Unfortunately at this time, we do not allow you to change the email associated with your account.

You may, however, delete your account — losing the schedules, connector authorizations, and transfer history associated with it — and create a new account with the email you would prefer.

Checking transfer usage

Checking your usage of our app will let you know the total amount of gigabytes you have transferred over the history of your account.

To check your transfer data usage, follow these simple steps:

  1. When logged in, click account email in the top right corner of the app to visit your Account settings.
  2. By default, you will already be in the Plan section.

Amazon S3

Authorizing S3

Authorizing Amazon S3 is straightforward. To authorize or add a Amazon S3 account as a Connector, follow these simple steps:

  1. In the Transfer Wizard click Authorize New Connector.
  2. Auth New Connector
  3. Find Amazon S3 in the Connector list.
  4. Click Authorize.
  5. Amazon S3 Connector List
  6. A new window (tab) will open. Name your Connector (Optional).
  7. Enter your Access Key ID and Secret Access Key.
  8. Amazon S3 name connector
  9. Click Authorize again.

Troubleshooting S3

Authorization: If you're having trouble creating or adding a Amazon S3 connector, here are some things to try:

  • Double check that you're entering in your Access Key ID and Secret Key correctly - these are both long alphanumeric strings prone to mistakes if entered manually. If copy and pasting, ensure that your computer is accurately performing that task.
  • Hover over your existing Amazon S3 integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the token/permissions that we have with your Amazon S3 account.
  • Open up private browsing or incognito mode and try again.

Transfer from Amazon S3 source: If you're having trouble transferring from Amazon S3:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.

Transfer to Amazon S3 destination: If you're having trouble transferring into Amazon S3:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.

Amazon S3 Regions: We now support all S3 regions with Signature Version 4.

Using Amazon S3 via IAM: With Amazon S3, by default we should have no trouble accessing your buckets. Here's how to connect to S3 via IAM:

  • From the AWS dashboard, go to the Services menu, then Administration & Security, and then IAM.
  • Then you'll want to create a user if you haven't already.
  • Next you'll need to go into Policies and hit Create Policy, and then pressCreate Your Own Policy so we can make a custom policy.
  • Name this policy something you'll easily find - perhaps Example+IAM or something along those lines - you can also include a description of what it is. You'll then need to copy and paste the following into the Policy Document field:
  • You'll need to go back to the Users menu, click on the user you'd like to add the policy to, and then press Attach Policy. From here, you can search for the custom policy you've created, select it, and then hit the Attach Policy button at the bottom right of the screen.

Azure Blob Storage

Authorizing Azure Blob Storage

Authorizing Azure Blob Storage is straightforward. To authorize or add an Azure Blob Storage account as a Connector, follow these simple steps:

  1. In the Transfer Wizard click Authorize New Connector.
  2. Auth New Connector
  3. Find Azure Blob Storage in the Connector list.
  4. Click Authorize.
  5. Azure Connector List
  6. A new window (tab) will open. Name your Connector (Optional).
  7. Enter your Account Name.
  8. Enter your Account Key.
  9. Click Authorize again, and voila!
  10. Azure Name Connector

FTP

Authorizing FTP

Authorizing FTP is a fairly simple process - despite being a very old protocol, many web applications still use it. This means you can connect to some web apps we don't formally have Connectors for via this method!

You can also connect to a regular FTP server using the app. To authorize or add an FTP server as a Connector, follow these simple steps:

IMPORTANT! You will need to make sure our IP address is whitelisted on your FTP server. The IP address we use for FTP transfers is:

  • 104.198.169.166

Then:

  1. In the Transfer Wizard click Authorize New Connector.Auth New Connector
  2. Find FTP in the Connector list.
  3. Click Authorize.
  4. FTP Auth Connector
  5. A New window (tab) will open. Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Type: The type of FTP server you are connecting to. In most cases this will be Plain FTP.
    • Server: The URL that points at the FTP server you would like to connect to. Generally this will be the domain of your website with a prefixed “ftp.” Example: “ftp.yourwebsite.com”. You are also able to use your external IP address in place of the URL.
    • Port: The server port FTP connections run through. This is almost always port 21.
    • Username: The username you have created, or been provided with, in order to log into your FTP server.
    • Password: The password you have created, or been provided with, in order to log into your FTP server.
    FTP Name Connector
  6. Click Authorize, and voila!

Troubleshooting FTP

Authorization: If you're having trouble creating or adding an FTP connector, here are some things to try:

  • Verify that your FTP credentials are indeed correct and working. We recommend http://ftptest.net - if it works there, it'll work in the app!
  • Make sure your FTP server is set to allow 'Passive' connections. We can not access servers using 'Active' connections.
  • Hover over your existing FTP integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that we have with your FTP server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your FTP server to temporarily reject us.
  • Some FTP servers may have restrictive rules put in place that might not play nice with our app - in some cases, you can alleviate this by connecting via our SFTP connector instead (where allowed).

Whitelisting: If you are having trouble connecting, please ensure that our IP address is not being blocked by your host/server. The IP address you need to allow is:

  • 104.198.169.166
  • Blacklisting: If you are not in direct control of your FTP server or are using a special or hosted FTP server software, you may need to manually remove our IP address from the blacklist or ask the hosting provider or administrator to do this for you.

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 21 for the app to connect to your FTP server, then this port needs to be open.

FTPS (FTP over TLS): When adding an FTP connector, switch from Use plain FTP to either Require explicit FTP over TLS or Require implicit FTP over TLS in the 'Type' field.

Transfer from FTP source: If you're having trouble transferring from FTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from an FTP server, which means there's a greater chance they could timeout and fail.

Transfer to FTP destination: If you're having trouble transferring into FTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to an FTP server, which means there's a greater chance they could timeout and fail.

Google Cloud Storage

Authorizing

Authorizing Google Cloud Storage is straightforward. To authorize or add a Google Cloud Storage account as a Connector, follow these simple steps:

  • First, you'll need to log in to your Google Cloud Platform Dashboard/Console.
  • From there, go to Storage and then Settings and Interoperability. From here, you can see your storage buckets, and which one is set to default.
  • Click on Create a new key. These are the credentials you'll use in the app in the next steps.

Enabling Interoperability in Google Cloud

  1. In the Transfer Wizard click Authorize New Connector.
  2. Auth New Connector
  3. Find Google Cloud Storage in the Connector list.
  4. Click Authorize.
  5. Google Cloud Connector List
  6. A new window (tab) will open. Name your Connector (Optional).
  7. Enter your Access Key & Secret Key (which you created in the previous steps), as well as your Project ID (if different from the default).
  8. Google Cloud Name Connector
  9. Click Authorize again.

Troubleshooting

Google Cloud Nearline: Once you've authorized a Google Cloud Storage Connector, you simply have to create a Nearline bucket the same way you would a regular storage bucket. Click here to read more in Google's support docs→

NetDocuments

Authorizing NetDocuments

Authorizing NetDocuments is straightforward. To authorize or add a NetDocuments account as a Connector, follow these simple steps:

  1. In the Transfer Wizard click Authorize New Connector.
  2. Auth New Connector
  3. Find NetDocuments in the Connector list.
  4. Click Authorize.
  5. NetDpcuments Connector List
  6. A new window (tab) will open. Name your Connector (Optional).
  7. NetDocuments name connector
  8. Click Authorize again.
  9. Sign into NetDocuments and grant the App access to your account.
  10. NetDocuments signin

Troubleshooting NetDocuments

Authorization: If you're having trouble creating or adding a NetDocuments connector, here are some things to try:

  • Hover over your existing NetDocuments Connector in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the token/permissions that we have with your NetDocuments account.
  • Open up private browsing or incognito mode and try again.

Transfer from NetDocuments source: If you're having trouble transferring from NetDocuments:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.

Transfer to NetDocuments destination: If you're having trouble transferring into NetDocuments:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.

SFTP

Authorizing SFTP

Authorizing SFTP (also known as SSH) is a fairly simple process - despite being a very old protocol, many web applications still use it. This means you can connect to some web apps we don't formally have Connectors for via this method!

You can also connect to a regular SFTP server using our app. To authorize or add an SFTP server as a Connector, follow these simple steps:

IMPORTANT! You will need to make sure our IP address is whitelisted on your SFTP server. The IP address our app uses for SFTP transfers is:

  • 104.198.169.166

Then:

  1. In the Transfer Wizard click Authorize New Connector.Auth New Connector
  2. Find SFTP in the Connector list.
  3. Click Authorize.
  4. SFTP Auth Connector
  5. A New window (tab) will open. Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Server: The URL that points at the SFTP server you would like to connect to. This will be the domain of your website, sometimes with a prefixed “sftp.” Example: “sftp.yourwebsite.com”. You are also able to use your external IP address in place of the URL.
    • Port: The server port SFTP connections run through on your server.
    • Username: The username you have created, or been provided with, in order to log into your SFTP server.
    • Password | Key: You have the option to select between using a regular password or a pass key.
      • Password: The password you have created, or been provided with, in order to log into your SFTP server.
      • Key: You can copy and paste your secure access key into the text box.
  6. SFTP Name Connector
  7. Click Authorize, and voila!

Troubleshooting SFTP

Authorization: If you're having trouble creating or adding an SFTP connector, here are some things to try:

  • Hover over your existing SFTP integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that the app has with your SFTP server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your SFTP server to temporarily reject our app.

Whitelisting: If you are having trouble connecting, please ensure that our IP address is not being blocked by your host/server. The IP address you need to allow is:

  • 104.198.169.166

Blacklisting: If you are not in direct control of your SFTP server or are using a special or hosted SFTP server software, you may need to manually remove our IP address from the blacklist or ask the hosting provider or administrator to do this for you.

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 22 for our app to connect to your SFTP server, then this port needs to be open.

PuTTY & PPK: When using PuTTY to generate a PPK for your SFTP server, you will need to export your PPK to OpenSSH format. To do so, open your private key in PuTTYGen. Go to the top menu and select Conversions and then Export OpenSSH key. Save the new OpenSSH key when prompted.

Transfer from SFTP source: If you're having trouble transferring from SFTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from an SFTP server, which means there's a greater chance they could timeout and fail.

Transfer to SFTP destination: If you're having trouble transferring into SFTP:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to an SFTP server, which means there's a greater chance they could timeout and fail.

SharePoint On-Premise

Authorizing SharePoint

Authorizing SharePoint is a fairly simple process. To authorize or add a SharePoint server as a Connector, follow these simple steps:

Note: This Connector is specifically for SharePoint servers (2007 and 2010) - this is a separate service from SharePoint Online (Office 365).

IMPORTANT: Administrator credentials are required to authorize this Connector.

  1. In the Transfer Wizard click Authorize New Connector.Auth New Connector
  2. Find SharePoint in the Connector list.
  3. Click Authorize.
  4. Sharepoint Server Auth Connector
  5. A new window (tab) will open. Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Type: The type of SharePoint server you are connecting to. In most cases this will be Plain HTTP.
    • Server: The URL that points at the SharePoint server you would like to connect to. You are also able to use your external IP address in place of the URL.
    • Port: The server port SharePoint connections run through. By default this is 80 for plain HTTP.
    • Username: The username you have created, or been provided with, in order to log into your SharePoint server.
    • Password: The password you have created, or been provided with, in order to log into your SharePoint server.
  6. Click Authorize, and voila!
  7. Sharepoint Server Name Connector

Troubleshooting SharePoint

Authorization: If you're having trouble creating or adding a SharePoint connector, here are some things to try:

  • Verify that your SharePoint credentials are indeed correct and working.
  • Hover over your existing SharePoint integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that the app has with your SharePoint server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your SharePoint server to temporarily reject us.

Whitelisting: If you are having trouble connecting, please ensure that our IP address is not being blocked by your host/server. The IP address you need to allow is:

  • 104.198.169.166

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 80 for our app to connect to your SharePoint server, then this port needs to be open.

Transfer from SharePoint source: If you're having trouble transferring from SharePoint:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from a SharePoint server, which means there's a greater chance they could timeout and fail.

Transfer to SharePoint destination: If you're having trouble transferring into SharePoint:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to a SharePoint server, which means there's a greater chance they could timeout and fail.

WebDAV

Authorizing WebDAV

Authorizing WebDAV is a fairly simple process - despite being an older protocol, many web applications still use it. This means you can connect to some web apps we don't formally have Connectors for via this method!

You can also connect to a regular WebDAV server using our app. To authorize or add a WebDAV server as a Connector, follow these simple steps:

  1. In the Transfer Wizard click Authorize New Connector.Auth New Connector
  2. Find WebDAV in the Connector list.
  3. Click Authorize.WebDAV Auth Connector
  4. A New window (tab) will open. Enter your credentials as follows:
    • Display Name: Your connector's nickname - this can be anything to help distinguish it from other connectors.
    • Type: The type of WebDAV server you are connecting to in terms of encryption.
    • Server: The URL that points at the WebDAV server you would like to connect to. You are also able to use the external IP address of that server in place of the URL.
    • Port: The server port WebDAV connections run through. This is almost always port 443 by default.
    • Username: The username you have created, or been provided with, in order to log into your WebDAV server.
    • Password: The password you have created, or been provided with, in order to log into your WebDAV server.
  5. WebDAV Name Connector
  6. Click Authorize, and voila!

Troubleshooting WebDAV

Authorization: If you're having trouble creating or adding a WebDAV connector, here are some things to try:

  • Verify that your WebDAV credentials are indeed correct and working.
  • Hover over your existing WebDAV integration in the Connector selection screen and select Reauthorize. This will take you through the Connector creation steps again in order to refresh the permissions that our app has with your WebDAV server.
  • Open up private browsing or incognito mode and try again.
  • Be patient - sending too many connection requests in a short period of time can cause your WebDAV server to temporarily reject our app.

Whitelisting: If you are having trouble connecting, please ensure that our IP address is not being blocked by your host/server. The IP address you need to allow is:

  • 104.198.169.166

Port: Please ensure that the appropriate port is open on your network as this is a requirement - i.e. if you selected Port 443 for our app to connect to your WebDAV server, then this port needs to be open.

Transfer from WebDAV source: If you're having trouble transferring from WebDAV:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to download from an WebDAV server, which means there's a greater chance they could timeout and fail.

Transfer to WebDAV destination: If you're having trouble transferring into WebDAV:

  • Select your finished transfer and click Start Migrating on the top right of the Migration Manager to rerun the the transfer.
  • View your most recent transfer log by selecting the transfer and clicking View Log from the User Actions dropdown menu and see if there are any particular error messages you could act on.
  • Are you transferring large files? Files larger than a few gigabytes in size take a particularly long time to upload to an WebDAV server, which means there's a greater chance they could timeout and fail.