Help

Q: What is Interoute Express?
A: Interoute Express is a software application that you can install on your PC. The application is an upload tool that uses HTTP over port 80 to transfer a copy of a file to Interoute's Media Manager platform for subsequent downloading. Depending on the application options set, the act of uploading a file to Media Manager will open a new email message window, and put a copy of the URL to the file into the email (this is the default setting).

Q: What operating systems are supported?
A: Supported Operating Systems include: Windows 2000 Service Pack 3; Windows 98; Windows 98 Second Edition; Windows ME; Windows Server 2003; Windows Vista Business; Windows Vista Business 64-bit edition; Windows Vista Enterprise; Windows Vista Enterprise 64-bit edition; Windows Vista Home Basic; Windows Vista Home Basic 64-bit edition; Windows Vista Home Premium; Windows Vista Home Premium 64-bit edition; Windows Vista Starter; Windows Vista Ultimate; Windows Vista Ultimate 64-bit edition; Windows XP Service Pack 2

Q: What software is required to be installed?
A: The following software is required and available free from Microsoft. It may be installed on your PC already, so try installing the application first, if this does not work then make sure you have the following application installed:

Q: What order do I need to install the software?
A:

  1. [OS + Service Pack]
  2. [IE 6.0 or later]
  3. [Windows Installer 3.0 or 3.1]
  4. [.NET Framework 2.0]
  5. Interoute Express

Q: Do I need to be an administrator to install Interoute Express?
A: Interoute Express can be installed without local admin rights if installed using Internet Explorer as the browser and the ClickOnce link (this is the default behaviour). Installing .NET Framework, if needed, will require admin access. Alternatively, the MSI installation file can be downloaded and executed, but this will require local admin rights.
The ClickOnce installation has as an additional benefit, the fact that any updates to the software base on the www.interouteexpress.com website will automatically be installed for you next time you start Interoute Express.
The MSI file will be more useful for customers wanting to install Express on multiple desktops as it can be rolled out using Microsoft Systems Management Server by IT Administrators.

Q: I am configuring my company firewall to allow access to Interoute Express, what ports are used?
A: the Express application uses port 80/443 to api.interoute.com (212.23.58.129) for uploading files, while for downloading files del.interoute.com (212.23.58.125) is used.
The MSI file will be more useful for customers wanting to install Express on multiple desktops as it can be rolled out using Microsoft Systems Management Server by IT Administrators.

Q: How do I start using interoute Express once it is installed?
A: There are two methods to launch the program, the first is the conventional application startup method: Navigate to Start / All Programs / Interoute Communications / Interoute Express. Alternatively, navigate to the file(s) to be Expressed in Windows Explorer, select the file(s), right click, and choose Send To / Interoute Express.
Once the application is launched, using either method, it will stay resident in memory and an Express icon will appear in the system tray. Double-clicking on this icon will bring the Interoute Express application to the foreground.

Q: Can I use Express on my Mac?
A: Interoute Express file download links will work on Mac and PC, but the application itself is PC only for now. One can potentially use VMware or similar on non PC other platforms in order to run the client.

Q: Does the content last forever?
A: Content Expressed using the free account is only live for 30 days, after which it is deleted from our systems. Interoute Express Media Manager users can have content life-span control on a file by file basis, the default is 100 days but this can be defined when your account is set up.

Q: How many times can each piece of content be downloaded?
A: Each file can be downloaded a maximum of 25 times for the free account users. All upgraded accounts offer an unlimted number of downloads within the allowance of your account.

Q: Is there a bandwidth limit for uploading?
A: No

Q: Is there a bandwidth limit for downloading?
A: There is a monthly allowance depending on your account type, see the Media Manager section to find out which one is right for you.

Q: How much can I upload at once?
A: There is no upper limit on upload size, but we do monitor the platform to ensure the upload usage is sensible.

Q: How can I update my settings when I move from the free service to the paid service?
A: Simply right click on the Interoute Express system tray icon, choose Options. In the Options dialog, click on Delete Saved Settings in the bottom left hand corner. This will also shutdown the application. Next time the application starts, you will be prompted for a username and password. You should fill in your Media Manager username and password sent to you by interoute.

Q: I've had another issue with Express
A: The most effective way to get rid of most problems is to uninstall and reinstall.

Q: Does Interoute support free account users?
A: No, 24/7 support is only provided for Interoute Express customers who have upgraded to Media Manager.

Q: Are the files sent with interoute Express scanned for viruses?
A: No, it is incumbent on both sender and recipient to be vigilant for any files which appear to be from an untrustworthy source, for more information see our Terms and Conditions.

Q: I've been told the file extension is unsupported, what next?
A: We limit the potential file extensions to minimise the risk of Virus distribution, if you would like us to add a file extension please contact interouteexpress@interoute.com with the details and we will look into it for you.

Q: I have received a file, but my PC will not download the file.
A: Unfortunately we have no control of the link recipient's desktop. For security reasons they could have IT policies in place which prevent access to all, or certain formats of external links. In this case the recipient should contact their IT staff for further advice.

Q: How can I delete a file from the server? Can I replace the file so I can send out a link with a document and update this document without resending the link?
A: By upgrading to Media manager you can delete and replace files anytime.

Q: Where are uploaded files stored?
A: Files sent using the free version will be stored on our shared interoute Express infrastructure, files sent with the Media manager upgrade will be stored on a dedicated HP NAS platform for backup and NETAPP filer for distribution, directly on Interoute's pan-European network.

Q: I've received a link, can I forward it to another recipient?
A: Yes, links can be forwarded.

Q: I need to find a link I sent some time ago, but can't sort by attachments, how do I highlight all of the Expressed files?
A: Simply search for “"express.interoute.com" in your email sent items for all of your sent links to be highlighted.

Q: Could someone guess my Interoute Express generated URL, and download my file?
A: We generate a Globally Unique Identifier or GUID for each file sent. A GUID is a special identifier which provides a reference number, unique in the context for which it is used.
The total number of unique keys is so large that the probability of the same number being generated twice is almost zero. There are more GUIDs than there are atoms in the universe!

Q: I get an "Object Not Found" message when I upload the file.
A: If you do not have a default email client it will usually give this "Object Not Found" message, so it's possible your default email program association was removed by another installation. Please contact your IT support to ensure you have a default email client.

Q: I am using the free version but an old link is no longer active - where is my file?
A: Files are automatically retired from Interoute Express after 30 days. For longer file storage options upgrade to one of the paid versions of Interoute Express Media Manager. You can choose the file storage lifespan value when your account is set up.

Q: I get the error message "The request failed with HTTP status 407: Proxy Authentication Request"
A: In options -> Connectivity, please tick the "Bypass Proxy" option.

Q: I closed the email / program before sending, so have lost the link to the file. Do I need to upload it all over again?
A: No, you can retrieve the links to the last 100 files you have uploaded by using the upload history tool in options.

Q: My company has a white list and I want to make sure Interoute Express is on it. Which URLs should I add?
A: To ensure interoute Express will be accepted by your corporate white list please add the following URLs:
www.interouteexpress.com, express.interoute.com, del.interoute.com, dnl.interoute.com and www.interoute.com

Q: I want to replace the Interoute Express branding with my own company logo, and white label the service, is this possible?
A: Currently we do not offer white labeling or logo replacement for Interoute Express, but the platform URLs are available through a SOAP webservices interface for your own applications, if needed.

Q: How can I replace or delete files / urls so I can update an older version of a file?
A: It's possible to view, edit, replace and delete all of your Interoute Express files by upgrading to the Media Manager option. You can find more details in the "media manager" section of this website.

Q: What about the security of Interoute Express?
A: Interoute utilizes a enterprise security management system built upon the ISO 27001 best practices, this is applied to all information security elements of our internal systems and external services.
This includes a suite of security policies covering governance of our critical infrastructure, systems, network and data, deploying the philosophy of 'least privilege' to information access privileges, inclusive of logging access to corporate systems and service applications. This includes minimizing the access and administrative rights to Interoute Express application to only system administrators and logging all access to these applications.
Interoute’s operations, storage and handling of data are compliant with the EU data protection and applicable laws within each EU member state.

Q: Is Interoute Express available to people connected to our MPLS VPN?
A: Interoute Express is available to anyone who can connect to the public internet using a PC. Files sent with Interoute Express can be downloaded by anyone with an internet connection and web browser, Mac and PC.

Q: To what extent can access be governed for individual users or groups?
A: There are two levels of access for Interoute Express users: admin and non-admin. Admin have access to the application and also the Media Manager control panel and features, non-admin users have access to a locally installed instance of the application on their PC only.
Company wide access is achieved using a standard Microsoft MSI install. This enables an IT Director to deploy Interoute Express on every PC in the company overnight.
The account owner / admin, such as the IT director, will have access to view all of the files uploaded, and can delete, replace or expire content as needed. Non-admin users can view their last 100 uploaded files in the Upload History of the application.

Q: Can I structure stored content like files and folders on a file-server?
A: Content is not stored in a folder / file structure, and Interoute Express links use GUIDs to increase security and ensure content links cannot be deduced from a predictable URL structure. However, for convenience the Media Manager control panel can be used to organise uploaded content into "projects", which will then allow filtering and further organisation.

Q: Can QoS limit bandwidth available for upload / download on our Interoute VPN?
A: Depending on your Interoute VPN configuration, QoS could be applied to allocate Interoute Express traffic to one of your available CoS queues.

Q: Are other Interoute customers using this as an archiving tool?
A: Yes – Media Manager delivers over 10 million file requests per day, with many clients storing in excess of 100,000 items on the platform.

Q: Where in the world would my data be physically located?
A: The physical location is in London with hot backup in Amsterdam.