Here you will find some of the frequently asked  questions about some of the services and tools that Hightrees offer, please feel free to contact us with any specific questions

ownCloud (2)

To sync different or multiple folders in ownCloud, please do the following :

  • Open the client software on your PC
  • Click on Account, on the left hand menu
  • Remove the default sync point which is created when you install the software
  • Add the new folder and where you would like to sync it to on your remote ownCloud storage




Log in to your ownCloud account with the Administrator details via a web browser

Make sure that the Mozilla Sync app is installed and enabled.

Logout and login with your normal ownCloud Account via a web browser.

Choose Personal (under your login name on the right hand side of the screen)

Make sure that you have a valid email address and then scroll down the page to the Mozilla Sync section and the details you need to use will be displayed :

Mozilla Sync

Email youremail@yourdomain.com
Password Use your ownCloud account password
Server address http or https://yourdomain.com/remote.php/mozilla_sync/

Mozilla Sync is set up, additional devices can be added via Mozilla’s device pairing service or manually.

Next login into Mozilla Firefox on your desktop

Choose Tools > and Sync or in the browser adress bar type in about:home and choose the Sync icon disayed at the bottom of the page.

Enter the details as described in your ownCloud account (example above) and then click next when you have finished.

Your desktop Firefox should now sync its data to your ownCloud account.

To add a device, i.e Firefox running on Android mobile phone you can follow the instructions (From Part 2) at the Mozilla site here https://support.mozilla.org/en-US/kb/how-do-i-set-up-firefox-sync



VoIP (5)

When your VoIP account was setup, you would have been emailed a quick reference guide which includes your VoIP ID, your password, the email address that your voicemails will go to as well as your voicemail PIN code.

If you have not recieved, or misplaced this information please contact us


In short, yes !

We support both SIP and IAX via our VoIP Accounts, so if you run an Asterisk (or asterisk based) telephone system already we can help provide you with a VoIP acount, telephone numbers, VoIP Call packages.

We can even setup a Pay as You Go tariff and account, so if you already have a VoIP Provider you have a backup VoIP Trunk in case of unforeseen  technical difficulties.



A softphone is the term used to describe software which is used to create a phone connection on a computer or mobile device. The computer/mobile acts as the telephone handset on the VoIP service. We would recommend using a headset is, ideally one with both a microphone and head speakers, if you are using a softphone on a PC/Laptop to reduce background noise on your calls.


Hightrees are able to port most UK geographic numbers from many telecommunication providers as well some international numbers from certain destinations, however, some restrictions may apply. For more information, visit our number porting page.


Ideally for VoIP to operate, you will need an internet connection with a speed of at least 128 kbps (like ADSL) to make sure that you get good call quality and successfully use of VoIP. The reasons for this are :

  • You need at least 64 kbps download plus 64 kbps upload bandwidth to make an uncompressed VoIP call. Otherwise you will need to compress your VoIP traffic using compression codecs such as G.729 which can decrease the bandwidh to approximately 30 kbps. These ethods of compression are normally used in situations when multiple calls are going over the same connection, NOT when bandwidth is restricted to less than 128 kbps. If you have dial-up you will be very fortunate and incredible lucky to achieve decent call quality even if you are using VoIP compression.  You can test your internet speed here using Speedtest.net
  • A broadband connection is ‘always on’, thereby ensuring that you can receive and make calls with minimum interruption to your VoIP Service.
  • You want to make sure that you have enough bandwidth left over for typical Internet traffic (e.g. emails, cloud services, web browsing, file downloads, video streaming etc).  However some routers will allow you to prioritise your VoIP traffic to ensure that you always have sufficient bandwidth available for using VoIP.


Hosted Exchange (5)

Generic Mobile settings for our Hosted Exchange Service

Please consult your handset user guide for specific instructions on how to configure your handset.

The mailbox needs to be applied or set-up as a “Microsoft Exchange” account.

E-mail: The user’s full email address
Server: cas.cloudplatform1.com
Domain: At first leave blank, if no connection, then enter: cloudplatform1.com
Username: The user’s full email address
Password: The user’s mailbox password
Use SSL: “ON”



Email Security is secure email management that works in the cloud – email threats are removed at the Internet-level, away from your business network. Maximum security, minimum investment of resources. It’s how smart businesses manage email.

Our Hosted Exchange Email Security archiving service ensures secure long-term storage of your business emails in geographically diverse datacentres – this is available as a 1 Year option or 10 year Option on our Hosted Exchange mailbox accounts.

Efficient self-search-and-recover capabilities means quick access to any emails required by you and your staff.

The online control panel lets you securely view and resend emails, even those that have been captured as spam or long-term archived.

Our Email Security anti-spam technology uses sophisticated investigation techniques, including both content and reputation-based scanning, so you get outstanding results


End-user Installation (Signatures Add-in)

The Hosted Exchange Add-in must be downloaded to yours clients PC’s in order for the Email Signature feature to work. We would advise following the below instructions after you have set-up the Email Signature within your Cloud Platform. However, signatures can be updated anytime, as detailed below.
1. Select the correct add-in setup file link for your clients version of Outlook. You can find the add-in links on the homepage of your clients Cloud Platform management portal (to the right hand side of the screen, under the ‘Outlook’ download links). When selected, the add-in download will begin.

PLEASE NOTE: The 32Bit/64Bit options refers to the version of Outlook that is installed and not the operating system.





2. Upon running the setup, depending on your Operating System, you will be presented with 1 or 2 prerequisites that require downloading before installing the Add-in.  Both of these will require Administrator privileges to install.




  • Microsoft .NET Framework 4.5 Full – This will come as standard on Windows 8 and upwards so only earlier versions of Windows will require this, if not already installed. For more information please visit https://www.microsoft.com/en-gb/download/details.aspx?id=30653 .
  • Visual Studio 2010 Tools for Office Runtime – If a full version of Microsoft Office has been installed this will not require installing. It allows Office Add-ins created with the VSTO platform to run. For more information please visit https://www.microsoft.com/en-GB/download/details.aspx?id=48217 .

Depending on your Operating System on or both of these prerequisites will require a restart. After restarting the installer will pick up from where it left off.

3. Once the prerequisites have been installed (if required) the Hosted Exchange Add-in will be begin installation. Click ‘Next’ to continue.







4. In order to continue installation accept the license agreement and click ‘Next’.



5. You will then be presented with an option to install the Add-in for “Anyone who uses this computer” (all users) or “Only for me”(current user). To install for all users will require Administrator privileges as indicated by the shield symbol.








Clicking ‘Next’ will install the Add-in. If ‘Only for me’ is selected you may notice a window pop-up and disappear very quickly – this is a normal part of the installation process.

6. Once the installation has finished click ‘Finish’.







The next time Outlook is opened the latest signatures for any Hosted Exchange mailbox in Outlook will be downloaded. If this is the first time a signature has been downloaded a prompt will show indicating that a restart of Outlook is required in order to apply the new signature.



If an update for the add-in is available a new group will appear on the ‘Home’ ribbon in Outlook, with a button to download the latest installer. Run this file to install the latest version of the Hosted Exchange Add-in.




Creating Email Signatures (Cloud Platform)

The instructions below detail how to create your clients Email Signatures from within your Cloud Platform. We would advise completing the below steps before installation of the Signatures add-in on your end-users machine.

The creation of Signatures involves 3 steps:

– Creating the HTML signature
– Creating the Plain Text signature
– Adding addresses to the exclusion list (optional).

Signatures will be applied to Outlook Web App and any Outlook user that has the Hosted Exchange Add-in installed.

1. Click the Exchange tab in the left sidebar and click ‘View clients’. Select the relevant organisation that you wish to add Signatures to.

2. Select the ‘Settings’ tab which can be seen in the bottom half of the screen. Now scroll down to the ‘Email Signatures’ section and click the ‘Manage Signatures’ button. This will take you to the Signature control area.






PLEASE NOTE: Here you can also download the Signatures Add-in if you wish. Simply select your operating system from the list displayed under the ‘Manage Signatures’ button.

3. Now you will be presented with a list of domains. Select the domain you want to create a signature for and click ‘Next’.

PLEASE NOTE: If a signature already exists for the selected domain you will be given the option to ‘Edit’.









4. Using the control panel you can now you can create a HTML signature for the selected domain.

In this editor you have 2 options:

– You can enter plain text and the editor will create the HTML mark-up in the background
– Click the ‘Source’ button to directly edit the HTML mark-up

















Address Book Attributes

Both the HTML and Plain Text editors have the ability to insert placeholders for Address Book attributes.

In order to insert an address book attribute, select one from the ‘Insert’ drop down if using the HTML editor or the ‘Select Attribute’ drop down in the plain text editor.




Selecting a placeholder will insert text into the editor in the format:


The part of the placeholder highlighted here in blue can be changed to anything, whereas the parts highlighted in red must not be changed otherwise the placeholder will not work.

This allows you to change the title of the attribute for example:


Could be changed to:

%%Employee Name – [DisplayName]%%

And in the final signature for the end user it would appear as:

Employee Name – John Smith

If a user does not have a value for the placeholder in their address book entry the whole line will be removed, for example, in the following signature template:

%%Email: [EmailAddress]%%
%%Name: [DisplayName]%%
%%Mobile: [MobileNumber]%%

If a user does not have Display Name set in their address book entry, the line with Display Name would not appear in the signature, as shown below:

Email: john.smith@domain.com
Mobile: 01234 567890

5. Once you have completed the HTML signature click ‘Next’.

6. On the next screen you can edit the plain text signature as instructed. Once you have done completed this, click ‘Next’.









7. Now you will be taken to the exclusions list.  This feature is used to add email addresses that will not be included in the domain signature. To add an address to the exclusion list type it into the top textbox and click ‘Add’.

In order to remove and address, select the address from the list and click ‘Remove’, which will be in place of the ‘Add’ button once an address is selected.









Once you have added all excluded email addresses, click ‘Submit’. The signature that you have just created will now be available in your clients Outlook and Outlook Web App (with Hosted Exchange Add-in).


Updating your DNS to to use our Hosted Exchange Service

In order to use your domain name with our Hosted Exchange Service, you need to make some minor changes to DNS records.

Update your MX Records :

Make sure that your MX records are set to the following :
inboundcluster1.cloudplatform1.com pref/priority 10
inboundcluster2.cloudplatform1.com pref/priority 10
inboundcluster3.cloudplatform1.com pref/priority 20
inboundcluster4.cloudplatform1.com pref/priority 20

Create an Autodiscover Record

autodiscover.yourdomainname.com CNAME autodiscover.cloudplatform1.com TTL (lowest possible)

Create a OWA DNS Record

owa.yourdomainname.com CNAME owa.cloudplatform1.com

Create an SPF DNS Record

include:cloudplatform1.com which should resolve to: v=spf1 include:spf.cloudplatform1.com -all


BitDefender (1)

Please be aware, this version of Bitdefender does not include the Microsoft Exchange installation package

Windows Operating Systems

Desktop Operating Systems

● Windows 10 Anniversary Update “Redstone”*

● Windows 10 TH2(1)

● Windows 10(1)

● Windows 8.1

● Windows 8

● Windows 7

● Windows Vista with Service Pack 1

● Windows XP with Service Pack 2 64 bit

● Windows XP with Service Pack 3

*Only Bitdefender Endpoint Security Tools and Endpoint Security offer support for Windows 10. To check the versions from which it is available, refer to the product specific Release Notes.

Server Operating Systems

  • Windows Server 2012
  • Windows Server 2012 R2
  • Windows Small Business Server (SBS) 2011
  • Windows Small Business Server (SBS) 2008
  • Windows Server 2008 R2
  • Windows Server 2008
  • Windows Small Business Server (SBS) 2003
  • Windows Server 2003 R2
  • Windows Server 2003 with Service Pack 1
  • Windows Home Server

Tablet and embedded operating systems

● Windows Embedded 8.1 Industry

● Windows Embedded 8 Standard

● Windows Embedded Standard 7

● Windows Embedded Compact 7

● Windows Embedded POSReady 7

● Windows Embedded Enterprise 7

● Windows Embedded POSReady 2009

● Windows Embedded Standard 2009

● Windows XP Embedded with Service Pack 2 **

● Windows XP Tablet PC Edition(2)
**These specific embedded operating system components must be installed:

● TCP/IP Networking with Client For Microsoft Networks

● Base Support Binaries

● Filter Manager

● DNS Cache Support

● Windows Installer

● WMI Windows Installer Provider

● Workstation Service


● Windows XP Service Pack 2 Resource DLL

● Windows Logon (Standard)

● Explorer shell

● NTFS format


Workstation Operating Systems

● 1 GHz or faster for Microsoft Windows XP SP3 and Windows XP SP2 64 bit

● 2 GHz or faster for Microsoft Windows Vista SP1 or higher (32 and 64 bit),

– Microsoft Windows 7 (32 and 64 bit), Microsoft Windows 7 SP1 (32 and 64bit),

– Windows 8, Windows 8.1, Windows 10, Windows 10 TH2, Windows 10

– Anniversary Update “Redstone”

● 800 MHZ or faster for Microsoft Windows Embedded Standard 7 SP1, Microsoft

– Windows POSReady 7, Microsoft Windows POSReady 2009, Microsoft Windows

– Embedded Standard 2009, Microsoft Windows XP Embedded with Service Pack

– 2, Microsoft Windows XP Tablet PC Edition

PLEASE NOTE: Bitdefender does not provide full protection support for Windows XP

Linux Operating Systems

● Red Hat Enterprise Linux / CentOS 5.6 or higher

● Ubuntu 10.04 LTS or higher

● SUSE Linux Enterprise Server 11 or higher

● OpenSUSE 11 or higher

● Fedora 15 or higher

● Debian 5.0 or higher

● Amazon Linux AMI

Mac OSX Operating Systems

● Mac OS X Sierra (10.12.x)

● Mac OS X El Capitan (10.11.x)

● Mac OS X Yosemite (10.10.5)

● Mac OS X Mavericks (10.9.5)

● Mac OS X Mountain Lion (10.8.5)

Supported Browsers

● Internet Explorer 8+

● Mozilla Firefox 30+

● Google Chrome 34+

● Safari 4+

● Microsoft Edge 20+

● Opera 21+



80 (HTTP) / 443 (HTTPS) Port used to access the Control Center web console. Bitdefender Cloud Antispam Detection Service
80 80 Update Server port.
443 (HTTPS) Port used by client software to connect to the Communication Server.
7074 (HTTP) Update Server port
53 (UDP) Port used for Realtime Blackhole List (RBLs)


Backups (2)

Selecting Office 365 mailboxes to backup

1. Select the mailbox you wish to backup:

365backup image





2.Select “Backup”:

Menu 365backup image










From here select your required backup options and save.

3.Once complete your backup plan will appear on the right hand side of the portal:

Backup 365 Image






Recovering Office 365 mailboxes and mailbox items

1. Click Microsoft Office 365.

2. Select the mailbox to recover, and then click Recovery.

You can search mailboxes by name. Wildcards are not supported.
If the mailbox was deleted, select it on the Backups tab, and then click Show backups.

3. Select a recovery point. Note that recovery points are filtered by location.

4. Click Recover > Mailbox.

5. In Target mailbox view, change, or specify the target mailbox.

By default, the original mailbox is selected. If this mailbox does not exist, you must specify the target mailbox.

6. Click Start recovery.

Recovering mailbox items

1. Click Microsoft Office 365.

2. Select the mailbox that originally contained the items that you want to recover, and then click Recovery.

You can search mailboxes by name. Wildcards are not supported.

If the mailbox was deleted, select it on the Backups tab, and then click Show backups.

3. Select a recovery point. Note that recovery points are filtered by location.

4. Click Recover > Email messages.

5. Select the items that you want to recover.

The following search options are available. Wildcards are not supported.

  • For email messages: search by subject, sender, recipient, and date.
  • For events: search by title and date.
  • For tasks: search by subject and date.
  • For contacts: search by name, email address, and phone number.

When an email message is selected, you can click Show content to view its contents, including attachments.

Tip Click the name of an attached file to download it.

When an email message is selected, you can click Send as email to send the message to an email address. The message is sent from your administrator account’s email address.

To be able to select folders, click the “recover folders” icon:

6. Click Recover.

7. In Target mailbox, view, change, or specify the target mailbox.

By default, the original mailbox is selected. If this mailbox does not exist, you must specify the target mailbox.

8. Click Start recovery.

9. Confirm your decision.

The mailbox items are always recovered to the Recovered items folder of the target mailbox.


Why back up Office 365 mailboxes?

Even though Microsoft Office 365 is a cloud service, regular backups provide an additional layer of protection from user errors and intentional malicious actions. You can recover deleted items from a backup even after the Office 365 retention period has expired. Also, you can keep a local copy of the Office 365 mailboxes if it is required by a regulatory compliance.

What do I need to back up the mailboxes?

To back up and recover Office 365 mailboxes, you must be assigned the global administrator role in Microsoft Office 365.

Install Agent for Office 365 on a Windows machine that is connected to the Internet. There must be only one Agent for Office 365 in an organization (customer group). The agent must be registered under the customer administrator account.

What items can be recovered?

The following items can be recovered from a mailbox backup:

  • Mailboxes
  • Email folders
  • Email messages
  • Calendar events
  • Tasks
  • Contacts
  • Journal entries
  • Notes

You can use search to locate the items.
When a mailbox is recovered to an existing mailbox, the existing items with matching IDs are overwritten.
Recovery of mailbox items does not overwrite anything. The mailbox items are always recovered to the Recovered items folder of the target mailbox.


  • Archive mailboxes (In-Place Archive) cannot be backed up.
  • Recovery to a new mailbox is not possible. You must first create a new Office 365 user manually,  and then recover items to this user’s mailbox.
  • Recovery to a different Microsoft Office 365 organization or to an on-premises Microsoft Exchange Server is not supported.