Troubleshooting backup failure in ASUS Secure Auto-Backup

If you are experiencing issues with your backup on ASUS Secure Auto-Backup, there are several troubleshooting steps you can take before reaching out to the ASUS WebStorage Support Team.

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

View activity log or error log

This activity and error log helps in tracking the progress of the backup and restore operations and troubleshooting any potential 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. If a backup or restore is interrupted, only the number of files that were successfully executed will be displayed.
        4. 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.
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Troubleshooting backup failures

        1. Right-click the ASUS Secure Auto-Backup icon on the Windows taskbar.
        2. Go to [Support] > [Connection Test].

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        3. [Test connection succeeded], indicating a normal connection.
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        4. [Cannot connect to server, please check your connection], indicating an abnormal connection.
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        1. Right-click on the ASUS Secure Auto-Backup icon in the Windows taskbar.
        2. Go to [Support] > [Check for the latest version].
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        3. The message "You already have the latest version!" will appear if ASUS Secure Auto-Backup is up to date.
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        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, you can try reinstalling ASUS Secure Auto-Backup.

        1. Remove the current installation:
          1. Step1. In the search box of the taskbar, type "control" and select it from the results.
          2. Step2. Go to [Programs] > [Programs and Features].
          3. Step3. Right-click ASUS Secure Auto-Backup and select Uninstall or Uninstall/Change. Follow the on-screen instructions.
        2. Install the latest version of ASUS Secure Auto-Backup
          1. [Click here to download the latest version of ASUS Secure Auto-Backup]
        3. Restart your computer.
        4. Try backing up again.

         

Contact ASUS WebStorage Support Team

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], and you will be directed to the Problem report page.
  3. Or, [Support] > [Support Center] to o access the Support Center.
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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 the log files into a single file (e.g. a zip file), and share the compressed file with the ASUS WebStorage Support Team.
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