Troubleshooting backup failure in ASUS Secure Auto-Backup

Common backup issues

Files not backed up to the cloud、 Unexpected shutdown, freeze, or non-response of the software、Login problem、 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.活動日誌或異常紀錄（英）.gif
    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.

  • The Error log is a record of any backup and restore operation that was not completed successfully, and provides the reasons for the failure.

     

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].
    3. The message "You already have the latest version!" will appear.
    4. If an update is available, the message "Download new version" will appear, with a button to take you to the download page.檢查最新版本-(英).gif
  • If the backup fails due to unknown reasons during the backup process, you can perform the following "Fix backup error".修復同步異常-(英).gif
    1. Right-click the ASUS Secure Auto-Backup icon AutoBackupicon.png on the Windows taskbar.
    2. Go to [Support] > [Fix backup error].
    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].
    3. [Test connection succeeded], indicating a normal connection.連線測試-(英).gif

    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. [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.