If you are running Vista and using the LiveCargo web applet, you will need to list LiveCargo as a trusted site in Internet Explorer 7.  

Internet Explorer employs a security feature named Protected Mode.  Protected Mode is turned on by default for internet sites when UAC is enabled and Protected Mode causes the Java Plug-in to run at the low level of security.

In order for Protected Mode to be turned off for the LiveCargo applet, the website that serves the Livecargo applet must be marked as a Trusted Site.  The steps to do this are as follows:

1) In Internet Explorer 7, select the "Tools" dropdown list.

2) Select "Internet Options".

3) Select the "Security" tab.

4) Click the green checkbox for Trusted Sites.

5) Click the "Sites" button.

6) Uncheck the box that says "require server verification (https) for all sites in the zone".

7) Add http://webservices.livecargo.com

8) Click the "Add" button on the "Trusted Sites" popup.

9) Click "Ok" to close "Internet  Options".

Of course, one other workaround is to simply turn off Protected Mode for all internet sites, but that workaround is NOT recommended as it makes the user more susceptible to malicious sites.

Q: What if I'm using a Mac?
LiveCargo is compatible with both PC and Mac.

Q: I'm having trouble with the Java application installation. Who can I contact?
You have three options:

    * Contact your Account Manager directly.
    * For technical support in the U.S., call toll free 1-866-548-3462 or 1-336-605-6000, option 3.
    * For sales, billing inquiries, and other issues, call toll free 1-866-548-3462 or 1-336-605-6000, option 4.

Q: How does LiveCargo provide file transfer that is more secure than FTP?
FTP uses weak authentication based on password logins easily guessed or discovered using a sniffer program. Even if the password is not guessed, with standard FTP none of the transferred files are encrypted. FTP sends files in simple plain text. LiveCargo has patents pending on the secure file transfer delivery process and the encryption algorithm key process. We offer proprietary authentication, encryption and file management technology. The developers of the LiveCargo applet hold exclusive license to the key generation and data encryption algorithms. This means that your files are secure: they are sent encrypted, not in plain text. Patent-pending key generation and encryption algorithms ensure that every electronic package is encrypted with a unique key prior to being sent. "Handshake" methodology ensures that every server is automatically synchronized with its clients and that the two points of communication cannot be compromised.

Q: How secure is LiveCargo?
Very secure. Patent-pending key generation and encryption algorithms ensure that every secure file transfer is encrypted with a unique key prior to being sent. "Handshake" methodology is used to ensure every server is automatically synchronized with its clients and that the two points of communication cannot be compromised. Proprietary transfer API and Web Service is used in order to navigate through firewalls and corporate LANs. LiveCargo has the ability to adapt to multiple levels of authentication including selected hardware identification devices and tokens.

Q: Can I allow someone else to upload a file for me if I have an account with you?
Our corporate accounts can work this way. With a corporate account, you can create additional users by simply entering their email address. They may then log in (with the username and password your corporate account automatically creates) and send you their package. In order to maintain integrity and ensure the sender is valid, the sender must either have an active LiveCargo account, or be "invited" by you.

Q: How do I change my administrator information?
Details about this procedure can be found in the Online Help and in the User Manual.

Q: Are there different types of LiveCargo accounts available?
LiveCargo is available to individual users as well as to organizations desiring a secure Managed File Transfer solution. We offer several file transfer and storage options, from a pay-as-you-go plan to monthly and annual plans.

PRICING

Q: How do I get a free trial account?
If you are considering using LiveCargo for your secure file transfer needs, and haven't already taken advantage of our free trial, click here to try it.

Q: I have a LiveCargo free trial account. What if I need to send larger files or need more storage?
Contact LiveCargo support to sign up for a monthly plan or just pay per package. Your account profile and package transactions in your trial account remain as part of your new full service account.

Q: Do I have to sign up for a monthly plan in order to use LiveCargo?
No, you can also elect to pay per package if you prefer. Monthly plans, however, will save you money if you have a high volume of files to send or many recipients to send them to.

SECURITY/ENCRYPTION

Q: Can we integrate our own security and encryption?
Yes, LiveCargo works with several different authentication tokens and configurations. We also provide pluggable encryption. If your organization requires a specific encryption algorithm (for example 3DES, AES, etc.) we can accommodate your needs. In short, we can integrate with your corporate security infrastructure.

Q: Does LiveCargo solve the issues surrounding HIPAA compliance?
The product conforms to HIPAA regulations for secure file transfer and electronic storage.

APPLE WIDGET

Q: When attempting to send a file using the OS X Tiger widget, I always get a message "An unknown error has occurred - filename does not exist." I am using the latest version of the widget. Any ideas?
On your computer, navigate to: /Applications/LiveCargoClients/commandline/lib. Find a file called lcwidget.jar. Check the size of the file, it should be 796 KB. The last modified date should be April 13, 2006. If it is anything other than this please download our latest lcwidget.jar file from http://www.livecargo.com/widget . Before installing it, delete your existing lcwidget.jar file. On the page above, click the "Download" button. Once the file downloads, double-click to install the file.

Q: How do I import my address book with my Widget?

   1. Open AddressBook.app and add all of your addresses (you may be able to import from another program).
   2. Open Dashboard and click on the plus sign (+) in the lower left hand corner.
   3. Click X next to our widget.
   4. Relaunch our widget from your widget drawer at the bottom of Dashboard.
   5. Select Import Address Book from the recipient list.
   6. Type (Apple) Key+R on your keyboard to refresh the widget. You should now see all of your addresses in the drop-down menu.

Q: When I download a new version of the widget, why doesn't it show up on my dashboard?
If you are using Mac OS X 10.4.1 or below, you will notice that downloading the widget will not automatically install the widget. This is the case with all OS X widgets. The workaround is to delete the widget from your /Users/[username]/Library/Widgets/ directory and then double-click the .wdgt file that was downloaded to your desktop. Alternatively, you may want to upgrade your OS to 10.4.2+. This update fixes the issue.

Q: How large are the files that I can send?
You may send files up to 100MB at a time with the widget.

Q: How long will my account last?
Your widget account should last indefinitely, but LiveCargo reserves the right to cancel accounts that are violating our terms of service agreement. Your web-based account is active only for a limited time.

Q: Why isn't my widget sending?

   1. Go to http://www.livecargo.com/widget. You will use this page throughout these steps, so keep it open.
   2. Download the LiveCargo Core Application (orange button labeled Download Application). This puts a file called LCSetup.jar on your desktop (or where you have set Safari to download things).
   3. Double-click the LCSetup.jar file. This will put the LiveCargo Core Application in the correct place on your computer. A message will come up letting you know that you can send the LCSetup.jar file to your trash unless you have already installed the application.
   4. Download the LiveCargo Widget (orange button labeled Download Widget). You can skip this step unless you removed the widget from your widgets folder.
   5. Complete the registration form in Step 2 on the www.livecargo.com/widget page.
   6. Check your email. You should have an email from us that asks you to activate the account that you just set up. If you did not get it, check your junk mail or spam settings to allow mail from livecargo.com.
   7. Activate your free widget account by clicking the link in the email.
   8. Go to your dashboard and add the LiveCargo Widget to your dashboard. You may already have done this.
   9. Click the information link (i) in the bottom right of the widget.
  10. Enter the username and password that you chose for your free widget account in Step 5.
  11. Enter an email address of the recipient.
  12. Click Done.
  13. Drag a file from your Finder to your widget (see tips for doing this below).
  14. LiveCargo Widget will send the file to your recipient.

Q: How much does a LiveCargo Widget account cost?
The Apple Dashboard Widget is Free.

Q: How do I drag a file from my computer or Finder to the LiveCargo Widget?
There are two common methods:

   1. Start dragging a file from the finder, then (while dragging) press F12 to bring up the dashboard (this is the default keyboard shortcut to the dashboard - if you have changed this hotkey, please use the key that you selected). Once the dashboard is up, you can drop the file on the LiveCargo Widget to send it.
   2. Set up an Active Screen Corner which activates the dashboard (you can do this in the Dashboard System Preferences). You can then drag your file to the active corner and the dashboard will appear. Once the dashboard is up, drop your file on the LiveCargo Widget to send it.

ACCOUNT MAINTENANCE

Q: How do I change my credit card information?
Use the Settings page. Details about this procedure can be found in the Online Help and in the User Manual.

Q: Can I save email address that I frequently send packages to?
Yes. Details about this procedure can be found in the Online Help and in the User Manual.

Q: How do I cancel my LiveCargo account?
Contact LiveCargo Support at toll free 1-866-548-3462 or 1-336-605-6000, option 3.

Q: How do I change my account pricing plan?
Use the Settings page. Details about this procedure can be found in the Online Help and in the User Manual .

Q: What if I forgot my username?
Use the Login page to retrieve forgotten login information. Details about this procedure can be found in the Online Help and in the User Manual.

Q: What if I forgot my password?
Use the Login page to retrieve forgotten login information. Details about this procedure can be found in the Online Help and in the User Manual.

Q: How do I change my password?
Use the Settings page. Details about this procedure can be found in the Online Help and in the User Manual.

TECHNICAL ISSUES

Q: Will I be charged if my files aren't transferred (incorrect email address) or if they aren't opened before they expire?
You are not billed for packages that cannot be sent due to an incorrect email address. You are billed for packages that are sent successfully but expire before being opened by the recipient.

Q: What if my recipient doesn't open the files before they expire? Do I have to send them again?
Yes. Once the expiration date has passed the package must be resent. Details about this procedure can be found in the Online Help and in the User Manual.

Q: What if I entered an incorrect email address?
You will receive an email from LiveCargo informing you that the package could not be sent to the recipient due to the email address being invalid. You will need to resend the package to this recipient using a valid email address.

SENDING PACKAGES

Q: Is it necessary to install software on my computer before sending my files?
A Java plugin must be installed in your browser. It is not necessary to install additional software to send your files, but a Java application must already reside on your system for your package to be successfully delivered. Details about this procedure can be found in the Online Help and in the User Manual.

Q: Can I send any file type?
Yes.

Q: Why is it taking so long to upload my files?
It could be due to a slow Internet connection or other issues with your Internet Service Provider. In addition, keep in mind that before your files are sent they are compressed and encrypted if you selected those features. If you didn't choose to compress your files, the upload will take longer.

Q: What if I entered an incorrect email address?
It is possible that someone with that incorrect address will receive your package. It is extremely important that you be absolutely certain the addresses you enter for recipients are correct. If the recipient has not retrieved the package by the time you discover the address is incorrect, you may delete the package and then resend it to the correct address.

Q: How do I send to a mailing list?
Set up contacts and contact groups in your Address Book. Details about this procedure can be found in the Online Help and in the User Manual .

Q: What is the maximum number of recipients I can send to?
There is no maximum.

Q: What happens if I need to quit in the middle of a transfer? Will I have to start over?
No. You have the ability to resend packages that are interrupted during transmission using the Resume function. Details about this procedure can be found in the Online Help and in the User Manual.

Q: What is the maximum package size I can send?
It depends on the plan that you signed up for. Contact LiveCargo support for more information. Details about this procedure can be found in the Online Help and in the User Manual.

Q: What if I don't want/need my files encrypted?
You have the option to send files unencrypted. Simply deselect the Encrypt check box displayed during the Send. However, all packages are transferred over a secure connection and held in our secure data center until retrieved by your recipients. Details about this procedure can be found in the Online Help and in the User Manual.

Q: How do I know if my package was sent? How do I know when it was received?
You will receive email confirmations after both sending and receiving using LiveCargo. Details about this procedure can be found in the Online Help and in the User Manual.

Q: What happens if my computer or my recipient's computer is behind a firewall?
The LiveCargo applet contains a unique and proprietary capability to negotiate with the firewall and proxy if they exist in your network for both sending and receiving files.

Q: How long does it take for the recipient to get the email with details on how to retrieve the package sent to them?
The email is sent instantaneously. Factors outside our control, such as spam-filtering software, can interrupt delivery and affect the ability to communicate via email. To help ensure that you and your recipients receive notification and confirmation emails, please check the junk mail folder and settings to allow LiveCargo email and your email address to pass through. You may also add LiveCargo and your email address to the list of approved senders within your spam filtering software.

Q: Do we get a confirmation when the client retrieves a package?
Yes, LiveCargo sends an email confirmation immediately when a recipient has successfully completed their download. Details about this procedure can be found in the Online Help and in the User Manual.

Q: What if my files don't get to my recipient?
Double-check the email address. If the address is valid and correct, and the recipient's email is functioning properly, then contact your Account Manager directly or call toll free 1-866-548-3462 or 1-336-605-6000, option 3.

Q: Once we send information to a client using the online applet, how can we verify that the client got the information?
You will receive a confirmation email. Details about this procedure can be found in the Online Help and in the User Manual.

RECEIVING PACKAGES

Q: On the receive page, what do the different statuses mean?
There are four different package statuses that can display:

    * Sent-The package has been sent to all recipients and is ready to be downloaded.
    * Partially Sent-A problem occurred during the sending of the package and it needs to be resent. Click the Resume icon to resend the package.
    * Partially Received-Some but not all of your recipients have downloaded the package. Click the Recipients tab to see which recipients have downloaded the package.
    * Fully Received-All recipients have downloaded the file.