How do I reset a user’s password


  • Be an Administrator

To reset a user’s password:

  1. Log onto Workplace Online.
  2. Click on the Team tab if the user is a member, or the Connections tab if the user is a connection.
  3. Select the user whose password you want to reset.
  4. Click Edit.
  5. Click Change Password. This will open the Change Password popup:
  6. Enter and confirm the new password.
  7. Enter your own password.

Click Change Password to save the changes.

How do I reset two-factor authentication (2FA) for a user?

  1. Go to Workplace Online > Configuration > Policy Profiles > select the profile applied to the user.

    Or, if you have a complex policy profile structure…

    Go to Workplace Online > Team > click the user to open the User Detail > Policy Profiles tab > click the policy profile that controls 2FA.

    Either of these methods will open the Policy Profile Detail page.
  2. In the Password section, locate the Two-Factor Authentication policy.
  3. Click the Manage link next to the Enforce checkbox.
  4. Right, click the user and select Reset.

Only Administrators and Super Administrators can reset 2FA for other users. To learn how to manage and/or reset your own 2FA, please refer to Two-Factor Authentication.

How can we be certain our data is secure when an employee is terminated or a device is lost or stolen?

Workplace has the ability to remotely wipe the Workplace-held data from a device. To find out how, see Manage Devices.

When an employee no longer requires access to Workplace, their account should be terminated. When you terminate an account, Workplace offers you the option to transfer ownership of projects the user currently owns, as well as the option to remotely wipe the data from their devices.

We also recommend enabling the Account Validation policy for mobile devices, whereby data will be inaccessible after a prescribed period. This eliminates the risk that a mobile device can be used to indefinitely access data while in an offline mode. For more information about this policy, refer to Select Policies.

FYI – Workplace has several functions and safeguards in place to ensure the security of your data

Does Workplace have a mechanism to recover from a ransomware attack?

While Workplace does not offer anti-virus protection, it will work well with the anti-virus package of your choice and will allow you to revert affected files to their pre-encrypted state.

If an infected file is found by any machine syncing a project, the anti-virus software you use will quarantine the file by moving it to another location. Workplace Desktop will detect this and delete the file from the project. You can then can use Workplace’s versioning feature to revert to the most recent previous version of the file(s) that were not affected by the ransomware attack.

To find out more, refer to Revert projects or folders to a previous state.

Yes! Workplace allows for a file or entire folder structure to be reverted to a previous state.

I’ve completed a ransomware incident. How do I get the affected device to sync again?

As a best practice in the event of a ransomware attack, we recommend that you:

  1. Wipe the affected device entirely.
  2. Reinstall the operating system and apps, including Workplace.
  3. Sync Workplace data back to the device. This will ensure that there is no malware on the device.

If, however, you are absolutely confident that all malware has been removed and don’t wish to reinstall, we recommend the following procedure:

  1. (Optional) Rename or move your Workplace folder.

If you have large projects and only some files were affected by the ransomware attack, you can save a lot of time by performing Step 1 and then using our Project Loader feature to resync those projects to the device in Step 4.

  1. Completely uninstall Workplace: Install or Uninstall Workplace Desktop

When prompted during the uninstall process, be certain you choose NOT to retain data!

  1. Install Workplace: Install or Uninstall Workplace Desktop
  2. Sync the projects you want to use.

What file types can I view via Workplace Online and the Workplace mobile app?

Microsoft Office

  • Microsoft Word (doc, docm, dot, dotx, docx)
  • Microsoft Excel (xlc, xls, xlsb, xlt, xlmx, xlsx,x ltx)
  • Microsoft PowerPoint (ppt, pptx, pot, potx, pps, ppsx, pptm)
  • Microsoft Outlook (exported .MSG files only)
  • Microsoft Publisher (pub)
  • Microsoft Visio (vsd, vst)

Adobe Products

  • Adobe Acrobat (pdf)
  • Adobe Illustrator (ai)
  • Adobe Photoshop (psd)
  • Adobe Postscript (PS, EPS)

OpenOffice File Formats


Image Formats

  • GIF, GFA
  • PNG
  • SVG
  • WMF
  • Corel Draw (CDR)
  • PaintShop Pro (PSP)
  • MacPaint (pntg)

Other Document Formats

  • WordPerfect ( wp5, wpd, wpg, wpg2 )
  • FrameMaker (fmv,mif)
  • XYWrite (xyp)
  • RTF

Other Spreadsheet files

  • Lotus 1-2-3 (wk1, wk3, wk4, wks)
  • CSV

Video Formats

Not all codecs are supported in the various video formats

  • Microsoft Audio Video (AVI)
  • Windows Media Video (WMV)
  • Apple QuickTime (MOV, MP4)
  • Apple iTunes( M4V)
  • Moving Picture Experts Group (MPEG, MPG)
  • Adobe ShockWave Flash (SWF)
  • Other (3GP, OGV)

How does throttle control work in Workplace Desktop?

How do the Throttle Control policy and the local settings for maximum speeds at which Workplace Desktop devices can upload to and download from the Workplace service interact with each other?

The Throttle Control policy may limit local settings.

You can set the Throttle Control policy in the Desktop Policies section of the Select Policies page and the Workplace Desktop Network Tab.

If the policy is enabled, the maximum upload and download speeds are constrained by the policy settings. The user can further reduce the upload speed within the Network settings. Download will always be set to the Throttle Control policy settings. The Use Fastest Speed value is limited to the maximum speed set in the policy rather than the maximum available speed available on that connection.

If the Throttle Control policy is not enabled, the maximum download speed is always unlimited, and the maximum upload speed is controlled by the local settings on the Network Tab.

For more information about policies and policy profiles, please refer to Policy Profiles, Policy Profile Detail and Select Policies.

Why are some files always excluded from backup?

On the Backup Exclusions tab of the Team Defaults and Policies page in Workplace Online, some paths are selected for exclusion from backup. I can’t deselect them! Why not?

The permanently excluded paths are not useful to back up and will slow down the backup process.

The system excludes these paths from backup for several reasons, all of which support a more efficient Workplace backup experience:

  • The Workplace backup function is intended to back up your files. The excluded files have no value in a file-based backup, as they cannot be restored from a backup and actually function. If you wish to back up your device image, please see Datto’s business continuity and disaster recovery (BCDR) offerings.
  • Including these paths would only congest the backup process for the files that actually matter. If the service were to spend time backing up the excluded files, the files you actually need to back up would be sitting in a queue…not getting backed up.
  • Backing up the excluded items would not only waste bandwidth but needlessly consume RAM and CPU cycles on your device.

How can I find out exactly which files are excluded from backup?

I know paths and folders can be excluded from backup by my administrator on the Team Defaults and Policies page in Workplace Online, or using the Back Up Your Computer function in Workplace Desktop.

Exclusions are cumulative, so the exclusions you configure via Workplace Desktop are added to the ones selected or configured in Workplace Online.

How can I find out which actual files are being excluded?

Just find your log files.

  1. Locate your log files as described in Find Your Workplace Desktop or Workplace Server Log Files
  2. Unzip the log files that have been placed on your desktop.
  3. Open exclusions.xml. This file lists all backup exclusions.

Can I restore a file that was accidentally deleted?

A file I need has disappeared. Is it possible to restore a file that was accidentally deleted? For what duration are restored available?

Yes, you can. We keep your deleted files for 180 days.

Workplace Desktop tracks all user activities, including deletions, and we archive your deleted files for 180 days so you can restore them if you need to.

To learn more about how deleting and undeleting works across Workplace, refer to Deleting and Undeleting.

To download a deleted item to your machine, refer to Restore an Item.

To revert to a previous version of an item, refer to Previous Versions.

If a large number of files or folders have been deleted, please consider using the Recursive Undelete feature. For more information, refer to A large number of files and/or folders have been deleted. What do I do?