Troubleshooting backup failure in ASUS Secure Auto-Backup

Common backup issues

  1. Files not backed up to the cloud
  2. Unexpected shutdown, freeze, or non-response of the software
  3. Login problems
  4. Unknown error occurrence

Start with activity and error logs

Check the activity or error log to quickly spot and understand any backup issues.

  • The activity log is a record of all the operations that have been performed.
    1. Operation: Displays information about the type of operation (backup or restore).
    2. Date Time: Displays the date and time it was performed.
    3. Files: Displays the number of files that were successfully backed up or restored.
    4. New Backup files: Displays the number of newly added backup files since the previous backup.
      Activity log image
  • The Error log is a record of any backup and restore operation that was not completed successfully, and provides the reasons for the failure.
    Error log image

If something isn’t working

  •  
    1. Right-click on the ASUS Secure Auto-Backup icon in the Windows taskbar.
    2. Go to [Support] > [Check for the latest version].
      Check version
    3. The message "You already have the latest version!" will appear.
      Latest version check
    4. If an update is available, the message "Download new version" will appear, with a button to take you to the download page.

  • If the backup fails due to unknown reasons during the backup process, you can perform the following "Fix backup error".

    1. Right-click the ASUS Secure Auto-Backup icon AutoBackupicon.png on the Windows taskbar.
    2. Go to [Support] > [Fix backup error].
      Fix_backup_error.png

    3. If the problem persists after performing the operation, you can contact the ASUS WebStorage Support Team by filling out a [Problem Report Form].

  •  
    1. Right-click the ASUS Secure Auto-Backup icon on the Windows taskbar.
    2. Go to [Support] > [Connection Test].
      Connection Test step
    3. [Test connection succeeded], indicating a normal connection.
      Test connection succeeded
    4. [Cannot connect to server, please check your connection], indicating an abnormal connection.
      Connection failed
  •  
    1. Remove the current installation:
      1. Step 1. In the search box of the taskbar, type "control" and select it from the results.
      2. Step 2. Go to [Programs] > [Programs and Features].
      3. Step 3. Right-click ASUS Secure Auto-Backup and select Uninstall or Uninstall/Change.
    2. Install the latest version of ASUS Secure Auto-Backup
      1. [Click here to download the latest version]
    3. Restart your computer.
    4. Try backing up again. If the backup fails due to unknown reasons, you can try reinstalling ASUS Secure Auto-Backup.

  • If the above steps do not resolve your issue, you can reach out to the ASUS WebStorage Support Team.

    1. Right-click the ASUS Secure Auto-Backup icon on the Windows taskbar.
    2. Go to [Support] > [Contact us] to access the Problem report page.
    3. Or, [Support] > [Support Center] to access the Support Center.
      Support Center

    Please provide the following information when filling out the problem report form:

    1. The operating system version of your PC
    2. ASUS Secure Auto-Backup version
    3. Screenshots of error messages
    4. Screenshots of the activity log and error log
    5. Detailed steps of the operation
    6. Failure occurrence date and time
    7. Log files:
      1. Right-click on the ASUS Secure Auto-Backup icon on the Windows taskbar.
      2. Go to [Support] > [View log files].
      3. Compress all log files into a single file (e.g. zip) and send it to the support team.
        View log files