Common backup issues
- Files not backed up to the cloud
- Unexpected shutdown, freeze, or non-response of the software
- Login problems
- Unknown error occurrence
Start with activity and error logs
Check the activity or error log to quickly spot and understand any backup issues.
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The activity log is a record of all the operations that have been performed.
- Operation: Displays information about the type of operation (backup or restore).
- Date Time: Displays the date and time it was performed.
- Files: Displays the number of files that were successfully backed up or restored.
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New Backup files: Displays the number of newly added backup files since the previous backup.
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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
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- Right-click on the ASUS Secure Auto-Backup icon in the Windows taskbar.
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Go to [Support] > [Check for the latest version].
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The message "You already have the latest version!" will appear.
- If an update is available, the message "Download new version" will appear, with a button to take you to the download page.
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If the backup fails due to unknown reasons during the backup process, you can perform the following "Fix backup error".
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Right-click the ASUS Secure Auto-Backup icon
on the Windows taskbar.
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Go to [Support] > [Fix backup error].
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If the problem persists after performing the operation, you can contact the ASUS WebStorage Support Team by filling out a [Problem Report Form].
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Right-click the ASUS Secure Auto-Backup icon
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- Right-click the ASUS Secure Auto-Backup icon on the Windows taskbar.
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Go to [Support] > [Connection Test].
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[Test connection succeeded], indicating a normal connection.
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[Cannot connect to server, please check your connection], indicating
an abnormal connection.
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Remove the current installation:
- Step 1. In the search box of the taskbar, type "control" and select it from the results.
- Step 2. Go to [Programs] > [Programs and Features].
- Step 3. Right-click ASUS Secure Auto-Backup and select Uninstall or Uninstall/Change.
- Install the latest version of ASUS Secure Auto-Backup
- Restart your computer.
- Try backing up again. If the backup fails due to unknown reasons, you can try reinstalling ASUS Secure Auto-Backup.
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Remove the current installation:
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If the above steps do not resolve your issue, you can reach out to the ASUS WebStorage Support Team.
- Right-click the ASUS Secure Auto-Backup icon on the Windows taskbar.
- Go to [Support] > [Contact us] to access the Problem report page.
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Or, [Support] > [Support Center] to access the
Support Center.
Please provide the following information when filling out the problem report form:
- The operating system version of your PC
- ASUS Secure Auto-Backup version
- Screenshots of error messages
- Screenshots of the activity log and error log
- Detailed steps of the operation
- Failure occurrence date and time
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Log files:
- Right-click on the ASUS Secure Auto-Backup icon on the Windows taskbar.
- Go to [Support] > [View log files].
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Compress all log files into a single file (e.g. zip) and
send it to the support team.