Troubleshooting backup failure in A.I. Secure Auto-Backup

Common Backup Failures

  • Files are not backed up to the cloud.

  • A.I. Secure Auto-Backup suddenly stops working, shuts down, or is not responding.

  • Unable to log in.

  • An unknown error occurred.

 

View activity log or error log

Activity log

You can view your backup and restore records on the Activity log page.

  • Operation: Display Backup or Restore.

  • Date Time: Display when the backup or restore was performed.

  • Files: Display the number of files that have been backed up or restored successfully.
    Note: If a backup or restore fails (being interrupted), only the number of files that have been executed successfully will be displayed.

  • New Backup files: Displays the number of new backup files.

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Error log

You can see the reasons that caused backup or restore failure on the Error log page.

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Troubleshooting backup failures

Before contacting ASUS WebStorage Support Team, you can try the methods below to troubleshoot the issues.

Connection test

  1. Right-click on the A.I. Secure Auto-Backup icon on the Windows taskbar.

  2. Click [Support] > [Connection Test].

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  • If the connection is normal, the message [Test connection succeed] will display.

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  • If the connection is abnormal, the message [Cannot connect to server, please check your connection] will display.

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Check for the latest version

  1. Right-click on the A.I. Secure Auto-Backup icon in the Windows taskbar.

  2. Click [Support]>[Check for the latest version].

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  • If A.I. Secure Auto-Backup is running the latest version, the message [You already have the latest version!] will display.

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  • If A.I. Secure Auto-Backup is not running the latest version, the message [Download new version] will display. Click the [Go to Download] button, and you will be directed to the Download page.

 

Reinstall A.I. Secure Auto-Backup

If the backup fails due to unknown reasons, you can try reinstalling A.I. Secure Auto-Backup.

  1. Remove A.I. Secure Auto-Backup
    Step1. In the search box of the taskbar, type "control" and select it from the results.
    Step2. Then select [Programs] > [Programs and Features].
    Step3. Then right-click A.I. Secure Auto-Backup and select Uninstall or Uninstall/Change. Then follow the directions on the screen.

  2. Install the latest version of A.I. Secure Auto-Backup
    [Click here to download the latest version of A.I. Secure Auto-Backup]

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3. Reboot your computer.

4. Try to back up again.

 

Contact ASUS WebStorage Support Team

If you have tried the above methods, but the problems persist, please fill out a problem report form.

  1. Right-click on the A.I. Secure Auto-Backup icon on the Windows taskbar.

  2. Click [Support] > [Contact us], and you will be directed to the [Problem report] page.

    • Click [Support] > [Support Center], and you will be directed to the [Support Center] page.

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Please provide the following information in a problem report form.

  • The operating system version of your PC

  • A.I. Secure Auto-Backup version

  • Full screenshot of error message

  • Full screenshot of activity log and error log

  • Detailed operation steps

  • failure occurrence date/time

  • LOG files

How to get the log files?

1. Right-click on the A.I. Secure Auto-Backup icon in the Windows taskbar.

2. Click [Support]>[View log files].

3. Please compress all the log files into a file and share it with ASUS WebStorage Support Team.

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