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Using Soonr

Getting Started

What’s the best way to get started with Soonr?
Follow the steps in the getting started checklist below:
  • Log into your account via the Soonr website - www.soonr.com
  • Select the ‘Devices’ tab, click on ‘+ Install Soonr on this Computer’ and follow the provided steps to install the Soonr Desktop Agent.
  • Create folders (Projects) within the Soonr Workplace folder and move data into the folder structure to automatically start syncing.
  • Setup Backups from within the Soonr Desktop Agent.
  • Within the Soonr Workplace Online, create Team Members and Connections
    In creating Team Members, storage space can be allocated as required. After setting up a Team Member / Connection, they will automatically receive an invitation.
How do I access my account?
You can login to Soonr Workplace Online via the Soonr website - www.soonr.com
What is a ‘Project’?
A Project is a primary container for all the folders and files that are synchronised by the Soonr service. Projects create the basic organisational structure to store data and control user access.
What is Soonr Desktop Agent?
The Soonr agent is responsible for synchronising data between the Soonr cloud and the Soonr Workplace folder on your computer.
How do I install the Soonr Desktop Agent?
Log in to Soonr Workplace Online and click on the ‘Devices’ tab. Click on ‘+ Install Soonr on this Computer’. This will load a page with instructions how to install the Soonr Desktop Agent.
A ‘Soonr Workplace’ folder has appeared on my computer. What is it and how does it work?
The Soonr Workplace folder is the location on your computer where a local copy of your Soonr Cloud data is stored. This enables you to access your files whether or not you have an Internet connection.
Can a user be a member of more than one Soonr Team?
A user can participate in multiple teams. As an example, a Connection can be a member of the original team they were invited to and also be a Team Member of their own team. These teams operate independently from each other, so a member of multiple teams can easily decide to leave one team, but continue to be a Team Member or Connection on other teams. A user who is a member of multiple teams can easily switch between the different teams by clicking on the team name drop-down menu in the upper right corner of the Soonr Workplace Online.
What is the difference between an ‘Administrator’, ‘Team Member‘, and ‘Connection’ user types?
Administrators are users who are authorized to perform administrative and billing functions, and manage the accounts of other users within the team. In the creation of a new Soonr team, the creator of the new account is the ‘Default Administrator’. All Administrators are responsible for billing issues related to their Team Members and Connections. Administrators can, at their sole discretion, terminate the account of a Team Member or Connection.
A Team Member is a regular, unrestricted user of Soonr. They may be individuals or direct employees of companies that have contracted Soonr to make the services available to the team. The Default Administrator may give a Team Member ‘Administrator’ rights.
A Connection is a restricted user who has limited rights and capabilities, and may therefore be sold at substantially reduced fees. Connections cannot create or own Projects.

Any user utilising the Soonr service and who is a direct employee of an entity or organization that subscribes to the Soonr service requires a Team Member seat license and may not use a Connection seat license.
What restrictions apply to ‘Connections’?
Connections are intended for individuals external to an organization but still have their own login. They can make changes and comments, and even have an agent on their computers for sync operations (if permitted). However, they do not have their own storage quota nor the ability to create or own Projects. A Team Member who wishes to share a Project with an external person or company, if permitted by policy, would typically provision Connections.
How do Linked Teams work in Soonr?
Any Soonr user can be a Team Member, Connection, or an Administrator in multiple team accounts, using the same user name (e-mail address). For example, a user may be an Administrator on one team, a Team Member on another team, and a Connection to a third team. When such a user participates in multiple teams using the same e-mail address, the teams are called ‘Linked Teams’ and the user is able to switch between them from the Soonr Workplace Online through a team pull-down list on the upper right corner of the screen. A user may also link other Soonr teams that he or she participates in using a different e-mail address to the Linked Team list to enable easy switching between all of their teams through the Soonr Workplace Online.
When such Linked Teams exist, one of the teams, usually the first team created, is designated the primary team and this is the team that is shown upon login to Soonr Workplace Online. For security reasons, the passwords and policies associated for all Linked Teams are forced by the service to be the same (analogous to single sign-on) to enable switching from team to team without additional authentication steps. However, if one of the teams is using Active Directory for password management, then switching to that particular team always requires re-authentication.
Note also that the Soonr Desktop Agent can be associated with only one of the linked teams.

Accounts and Subscriptions

How do I reset my password?
At the login page, click the ‘Forgot Password?’ link, located between the Email and Password field. You will receive an email with instructions for resetting your password.
How can I edit and update my payment and subscription information?
Go to Soonr Workplace Online and navigate to ‘Team’, then select ‘Subscription’. From here you will be able to update credit card details as well as upgrade current subscriptions.
The Soonr Workplace agent is not connecting and says my account is deactivated. How can I regain access to my account?
Account deactivations automatically occur after recurring missed payment cycles. You will have one month to commence payment, otherwise your account will be placed in a deactivated state. Should this occur, please contact Soonr Support at support@soonr.com to get your account reactivated.
How do I cancel my account?
To cancel your account, login to Soonr Workplace Online and go to the ‘Configuration’ tab. Under ‘Subscription’ there is a link labelled ‘Cancel my Account’.

Using Soonr

How do I backup my computer with Soonr?
Within the Soonr Desktop Agent, under ‘Preferences’ go into the ‘Backups’ tab users will have the option to backup folders, directories or files under ‘Manage Backups’.
How do I track the progress of my current syncs and backups?
Open the Soonr Desktop Agent and click the ‘Progress…’ button to view current sync activity and previously synced files.
Can I select which files get synchronised by the Soonr Desktop Agent?
Yes. Within the Soonr Desktop Agent preferences, select the ‘Projects’ tab. You can select which Projects you want synchronised.
The Desktop Agent syncing is very slow. Can I speed up this process?
Yes, you can control the speed at which files are uploaded. From within the Soonr Desktop Agent Preferences, on the Network tab, users can adjust the maximum speed at which files are synced. This can be specified per connection type. Follow these steps to access the Soonr Desktop Agent Preferences:

Windows:
Click on the Soonr Workplace icon in the system tray. From within ‘Settings’, select ‘Network…’ Select the desired network connection and make the necessary adjustments in the Speed Control pane.

Mac:
Launch ‘System Preferences’ and select ‘Soonr Agent’ preference pane. Click on the ‘Network’ tab. Select the desired network connection and make the necessary adjustments in the Speed Control pane.
How do I delete files from within a Project?
If you have the Soonr Desktop Agent installed on your machine, deleting the file on your machine will remove the file from the Project. This will affect all participants to the Project. Alternatively, you may also delete files via Soonr Workplace Online.
NOTE: All deleted files can be undeleted from the ‘Recent Changes’ tab when logged into Soonr Online.
How do I retrieve a file I’ve deleted?
Log in to Soonr Workplace Online and locate the file – this can be done by searching for the file or navigating to the folder that it resided in and clicking ‘Show Deleted’. Select the file, then select Undelete from the popup menu.
I deleted a Project from the Soonr Workplace folder on my computer, but it still appears online!? Why won’t it delete?
Deleting files from within the Soonr Workplace folder on your computer only removes the folder from your local hard drive and stops it syncing – it does not remove the Project from the Soonr Workplace cloud. To remove the Project, log into Soonr Workplace Online and remove the Project from the ‘Projects’ tab.
How can I stop desktop notifications from prompting?
Notification settings can be amended via the Project or via the Settings menu. Log in to Soonr Workplace Online, click on ‘Settings’ and then select ‘Project Notifications’. Alternatively, navigate to the ‘Project’ tab. Select the Project and click on the ‘Notifications’ tab.
I installed the Mac Agent but cannot locate the Soonr Workplace Sync Folder. How do I use the folder and save documents in it?
By default, the Soonr Workplace Sync folder is placed in the Home folder.
On recent iterations of the Mac OS, the Home folder is not readily visible. To access the home folder, navigate to ‘Finder’. In the Menu Bar, select ‘Go’, then select ‘Home’. The Soonr Workplace folder should now be visible.
To make this folder easily accessible, drag it to the sidebar and release it while hovered over ‘Favorites’. Alternatively, create an alias (shortcut) by dragging the folder to the desired location while holding cmd and alt.
Can I access files from my mobile device?
The Soonr app can be downloaded for iOS, Android, Windows Mobile and BlackBerry devices. This allows users to annotate, edit and share their Projects and files. Editing of MS Office documents is only supported on Android and iOS devices.
What type of files can I create and amend on my iOS/Android device?
The Soonr Workplace Mobile App for iOS and Android allows you to create a new Scribble (annotation), Document (Word), Spreadsheet (Excel), Presentation (PowerPoint), Note (text), Photo and Video to be saved into the Soonr cloud and synchronised with all of your devices. Additionally, Android and Windows Mobile devices can upload other file types due to the ability to access the underlying file system.
How do I create a new document on an iPhone, iPad or an Android device?
The Soonr Workplace Mobile App for iOS and Android allows you to create a new Scribble (annotation), Document (Word), Spreadsheet (Excel), Presentation (PowerPoint), Note (text), Photo, Video, and other document types to be saved in the Soonr cloud and synchronised with all of your devices. Simply start the Soonr Workplace Mobile app, login to your account, tap on the ‘Projects’ button that appears on the main page. Create a new Project (by tapping the ‘+’ button) or select an existing Project. Next, tap the ‘+’ sign (bottom of screen on iOS, top of the screen on Android) and select the document type you’d like to create. On Android devices, depending on other 3rd party apps installed on your device, you may see a list of one or more apps you can to use to create your new document. When closing the document, you will be provided the option to discard or save into the selected Project.
A file I need has disappeared. Is it possible to restore a file that was previously accidentally deleted? For what duration are restores available?
The Soonr Desktop Agent tracks all user activities, including deletions. To restore a file that has been deleted, navigate to Soonr Workplace Online. On the ‘Dashboard’, the ‘Recent Changes’ menu will show all recent activity. Locate the file and from the action menu, select ‘Undelete’. The file will be restored to its original location and retain the previous settings and permissions. Soonr archives your deleted files for up to 180 days.
How do I restore my backups from my previous backup?
Login to Soonr Workplace Online and select the ‘Devices’ tab. Select the device that had the backed up files you wish to restore, then click on the ‘Restore’ button. Select the file/folder to restore, then click ‘Restore’.
NOTE: Depending on the size of the backup, your restore time may vary from a few hours to a few days.
I am currently editing a file. How can I prevent other users from accessing this file?
You can choose to lock the file from within the Soonr Workplace folder (or via Soonr Workplace Online), which will notify users that you currently have the file open. Via the iPhone and iPad apps, ‘Auto Lock’ can be enabled via the Settings pane to ensure the file remains locked while in use.
What if I forget to unlock a file after I am done making changes?
Any user of the Project may unlock a locked file. File-locking is an added layer of security notifying users that the file is currently being modified by others.
I accidentally saved over an existing version of my document. Can I recover the previous version?
Soonr features a versioning system that will allow users to revert to a previous version (based on time stamps). This will help combat accidental saves and unwanted changes. To access the previous versions, logon to Soonr Workplace Online and navigate to the Project containing the target file. Once you select the target file, from the ‘More’ menu, select ‘Manage’, then ‘Previous Versions’. This will open up the Previous Versions list where you will be able to revert to, or download, older versions.
How can I revert to an older version of the file I’m working on?
Log in to Soonr Workplace Online and locate the file. Select the file, then select ‘Manage->Previous Versions’ from the popup menu. Locate the version you wish to restore, click it and then select ‘Restore’ from the popup menu.
Can I email files into a Project?
All users participating in a Project will be able to email files directly into it. After selecting a Project from within your Soonr Workplace Online, the email address will be displayed below the file list.
Can I remotely access the files on my computer using Soonr?
Yes. If your computer is online and the ‘Allow me to remotely access my computer’ option is ticked in the Soonr Preferences, you will be able to remotely navigate your computer hard drive. Simply log in to Soonr Workplace Online, navigate to ‘Devices’ and click on the computer you wish to access, then click on the ‘Remote Access’ tab.
Can I access my backups from other devices?
Yes. If you have setup Soonr to backup files, these will be accessible from Soonr Workplace Online computer is online and the ‘Allow me to remotely access my computer’ option is ticked in the Soonr Preferences, you will be able to remotely navigate your computer hard drive. Simply log in to Soonr Workplace Online, navigate to ‘Devices’ and click on the computer you wish to access, then click on the ‘Remote Access’ tab.
Can I share folders or files with someone that doesn't have an account?
Yes. You can send anyone a Public Link to any resource (Project, folder, or file). A public link is a URL pointing to that resource. Furthermore, you can password-protect the Public Link, add an expiration date, and establish other controls over the use of the Public Link. Simply log in to Soonr Workplace Online, navigate to the resource that you want to share, click on the 'Public Link' control, and then select 'Allow public access...'. You can then configure the Public Link, copy the URL, and send it to anyone.
I won’t have access to an Internet Connection. Can I access my files offline?
The Soonr Desktop agent synchronises all your files by default, ensuring you have access to your data regardless of whether or not you have an internet Connection.
On mobile devices, any files marked as Favorite (denoted by a star icon) will be stored locally on the device. This allows users to access and even edit these files without an Internet Connection.
Once re-connected, any changes and modifications will automatically sync with the Soonr cloud.
What file types can I view via Soonr?
The following file types can be view via the Soonr interface and mobile apps:
  • Microsoft Products
    • Microsoft Word (doc, docm, dot, dotx, docx)
    • Microsoft Excel (xlc,xls,xlsb,xlt,xlmx,xlsx,xltx)
    • 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
    • ODT, STW, SXW
  • Other Image Formats
    • BMP, CUR, DIB, RLE, ICO
    • JPG, JPEG, JFIF, JPE, JP2
    • GIF, GFA
    • PNG
    • SVG
    • WMF
    • Corel Draw (CDR)
    • PaintShop Pro (PSP)
    • MacPaint (pntg)
    • TIF, TIFF
    • DICOM, DCM
  • Other Document Formats
    • WordPerfect ( wp5, wpd, wpg, wpg2 )
    • FrameMakeer (fmv,mif)
    • XYWrite (xyp)
    • RTF
  • Other Spreadsheet files
    • Lotus 1-2-3 (wk1,wk3,wk4,wks)
    • CSV
  • Video Formats - note that 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)

Administration

I have paid a Pro/Enterprise subscription, why don’t I see all the storage I purchased?
The available storage needs to be allocated to the Team Members. Navigate to the ‘Team’ tab and select the target user. Click the ‘Edit’ button and allocate User Storage from the drop-down menu as required.
How is the user storage distributed?
Soonr allows you to specify how much storage each Team Member is allocated. Storage quota will only affect the user that created the Project. For instance, if another users adds a 100MB file to a Project, the space will be deducted from the Project owner’s quota only - no other user’s quota will be affected.
i.e. If User A owns Projects 1 and 2, and Users B and C make changes and additions to Projects 1 and 2, the storage quota will only be reflected on User A and not User B and C.
How do I add a Member to my team?
Login to Soonr Workplace Online and navigate to the ‘Team’ tab. Under ‘Members’, click the ‘Add a Member’ button and complete the required information. The new Member will receive an email to complete the account setup process.
How do I add a Connection to my team?
Login to Soonr Workplace Online and navigate to the ‘Team’ tab. Under ‘Connections’, click the ‘Add a Connection’ button and complete the required information. The new Connection will receive an email to complete the account setup process.
How can I reassign a Project?
You may reassign a Project by logging into Soonr Workplace Online and then selecting the desired Project from the ‘Project’ tab. From the ‘More’ action menu, select ‘Manage’, then ‘Reassign’. You will be given the option to reassign the Project to an alternate member. Before reassigning, ensure the new Project owner has been allocated sufficient storage quota.
What are the different levels of access permissions?
Permissions can be assigned to individuals or groups, giving the ability to control who can access which files and what level of access they have. There are 4 levels of access permissions:
Full-Access allows the user to create new content, as well as or modify and delete existing content within Project/Folder.
Create and Modify allows the user to create new or modify existing content only. Deleting files is not permitted.
Modify allows the user to modify existing content only. Creating or deleting files is not permitted.
Read-Only allows the user to view content only. Creating, modifying and deleting content is not permitted.

The ‘Reshare and Public Links’ option allows the user to invite other users to participate on the Project/Folder. This will also allow a participant to create public links to a folder or file that will be accessible to the general public.
How can I grant a Team Member administrative privileges?
Administrative privileges can be granted when setting up a Team Member or added at a later point.

When setting up a new Team Member, tick the “This Member is an administrator of the Team” check box to allocate administrative privileges.

To grant administrative privileges at a later point, navigate to Soonr Workplace Online. Select the Team tab, then click on the member to be promoted to administrator. Click on Edit, then tick the “This Member is an administrator of the Team’” check box.
I want to move the Workplace folder to a separate drive/partition?
To move the location of the Soonr Workplace folder, shut down the agent by clicking on the Soonr icon in the Menu Bar (Mac) / Task Bar (Windows) and select ‘Shutdown Soonr Dekstop Agent’. Next, move the Soonr Workplace folder to the new location. Re-launch the SoonrAgent applicaton (from Applications (Mac) /Program Files (Windows)) and you will be prompted to direct the agent to the new location of the Soonr Workplace folder.
I have an agent that is online and running on my machine but I am receiving messages that my machine has not been backing up. What’s going on?
If you have reinstalled the agent on the same machine, you may see duplicates on the ‘Devices’ tab in Soonr Workplace Online.

To remove these machines, login into Soonr Workplace Online and select the ‘Devices’ tab. Select the computer you would like to modify and under the actions menu bar, select ‘Manage Computer’. Click ‘Recycle’ and your machine will be removed after 14 days.

If you want the computer to be removed immediately, select the ‘Manage Computer’ button again, after recycling, and the option to ‘Delete’ will be available.
How do I start or stop the Soonr Desktop Agent?
The Soonr Desktop Agent can be stopped by clicking on the agent icon and selecting ‘Shutdown Soonr Agent’.
To start the agent, locate and launch the ‘Soonr Agent’ application in your Applications / Program Files folder.
How can I configure the Soonr Windows Agent to run as a System Service?
When configured as a Windows System Service, the Soonr Agent runs under the root admin user of that particular computer rather than a regular user. If a network drive is mounted for a regular user’s session only, it will not be available to a Soonr Agent running as a Windows System Service (it will appear offline). The workaround for this is to configure the Soonr Windows System Service to be run under the regular user’s account, which can be changed by editing the properties of the service from the Windows Service Manager. To do this, start the ‘Windows Task Manager’, click on ‘Services’ on the bottom right, select the ‘Soonr Service’, then right click and select ‘Properties’. Click on the ‘Logon’ tab, select the ‘This Account’ radio button and then enter your Windows credentials. Configuring the Soonr Windows System Service in this way may prevent the Soonr Agent’s ability to backup files from anywhere on the computer if such files are located on drives that are mounted for other users.
How can I secure the files on my mobile device?
For Enterprise customers, the team administrator can enforce a ‘Passcode Lock’, which forces the user to create a PIN upon first login and requires this PIN to be re-entered each time the user accesses Soonr via their mobile device. This ensures that any data cannot be accessed without the PIN. If enabled, multiple failed attempts will result in the Soonr data being erased from the device.
How do I enforce a ‘Password Lock’?
Log in to Soonr Workplace Online. Select the Configuration tab, then select the Policy tab. The options can be found in the Mobile Device Policies section.
How can I change the Soonr account associated with the Desktop Agent?
The Soonr agent must be completely removed and reinstalled in order to change the associated account. The steps to complete this process can be found below.
How do I uninstall Soonr?
Windows:
Navigate to the ‘Control Panel’, select ‘Program and Features’, then select ‘uninstall Soonr’. When prompted, “Do you plan to re-install this software?” select ‘No’ to completely uninstall Soonr.

Mac:
Launch ‘System Preferences’ and select the ‘Soonr Agent’ preference pane. On the ‘About’ tab, click ‘Uninstall’. Uncheck “Keep configuration and Projects” to completely uninstall Soonr.
How do I find and send the agent log files from my desktop computer to Soonr to help troubleshoot problems?
In some cases it will be necessary for Soonr to obtain the log files related to sync operations from your computer to understand the root cause of the problem. To obtain the log files:

Windows:
  • Open Internet Explorer and enter the command "soonr:xml" into the URL bar. This will open the folder location with configuration files for Soonr.
  • Find all the files that are named with the extensions "*.log” and "*.dmp".
  • Create a ZIP file containing the files located in step 2.
  • Email the created .zip file to support@soonr.com, quoting the support reference number in the subject line.


Mac:
  • In Finder, click on ‘Go’ in the Menu Bar and select ‘Go to Folder…
  • Type in ‘~/library/logs/’ and click ‘Go
  • Locate ‘SoonrAgent.log’, right click and select ‘Compress “SoonrAgent.log”
  • Email the created .zip file to support@soonr.com, quoting the support reference number in the subject line.
Can I remotely erase my Soonr content on a Smartphone or a Tablet?
Working with smartphones or tablets is a little different than with computers since they do not use a sync/backup agent. The only files stored locally on the device are the ones you have marked as ‘Favorite’.

While it is not possible to remotely erase data of a mobile device, there are ways to ensure the data stored is protected and secure.

Removing these files from your ‘Favorites’, via Soonr Workplace Online, will result in them being removed from your mobile device/s. Favorites are easily accessible from the Dashboard.

If sensitive data is stored within the Soonr app, we recommend enforcing a ‘Password Lock’, requiring a PIN entry upon launch of the Soonr App. This will ensure the data stored is entirely secure. Note that an enterprise subscription is required for this feature.

Files are stored in an encrypted cache and logging out from the mobile app will erase all of the data. An easy way to force this is to change the user's password, so the next time the mobile app tries to connect to the service, it will prompt for the password and, after 5 incorrect login attempts, the local cache will be wiped clean.
Can I remotely erase my Soonr content on a Computer?
Yes. There are a number of ways to do this but the easiest way is to login to Soonr Workplace Online.

Note: Backed up and synchronised files are handled separately and need to be removed independently.

Select the ‘Devices’ tab on the top which shows all of the computers associated with your account that have a Soonr Agent installed and have been configured to backup or sync your data.

Select the ‘Computer’ from which you would like to remove the synchronised data. You will now see your files and folders under the ‘Project Status’ tab. Click on ‘Select Projects’ on the upper right. This will start a wizard to allow you to select and remove any Project from that particular computer.

You can then go back to the ‘Computers’ tab and repeat the above for backups under ‘Backup Status’.

If you will no longer using this computer, you should disable it. To do this, select the computer from the ‘Devices’ tab, then select ‘Manage Computer’ on the upper right, and select ‘Disable’ from the pop-up menu list.
Does the Soonr Agent for Windows support backing up mapped network volumes or share drives?
Soonr Agents use built-in Windows facilities such as the file watcher for real-time sync and backup of files to the Soonr service. Native Windows network volumes will typically backup and sync to Soonr just like any other local drive. Other types of mapped drives such as Samba (Unix) volumes which do not support the Windows file watcher do not propagate file change events. In this case, Soonr supports non real-time backup of such drives using a secondary process which scans the drive at approximately 3 hour intervals to detect any changes, and changed files are backup accordingly. File sync, which operates in real time, does not support such drives and the Soonr Workplace folder should not be placed on network drive that does not support the file watcher.
How do I configure network mapped drives if I’m running my Windows Agent as a system service?
When configured as a Windows System Service, the Soonr Agent runs under the root admin user of that particular computer rather than a regular user. If a network drive is mounted for a regular user’s session only, it will not be available to a Soonr Agent running as a Windows System Service (it will appear off line). The workaround for this is to configure the Soonr Windows System Service to be run under the regular user’s account, which can be changed by editing the properties of the service from the Windows Service Manager. To do this, start the Windows Task Manager, click on Services on the bottom right, select the Soonr Service, then right click and select Properties. Click on the Logon tab at the top, select the This Account radio button, and then enter your Windows credentials. Configuring the Soonr Windows System Service in this way may prevent the Soonr Agent’s ability to backup files from anywhere on the computer if such files are located on drives that are mounted for other users.