Troubleshooting backup failures in Timeline Backup

Common Backup Failures

  • Files are not backed up to the cloud.

  • Timeline Backup APP 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 failed (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 Timeline 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 be displayed.

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

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Check for the latest version

  1. Right-click on the Timeline Backup icon in the Windows taskbar.

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

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  • If Timeline Backup APP is running the latest version, the message [You already have the latest version!] will be displayed.

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  • If Timeline Backup APP is not running the latest version, the message [Download new version] will be displayed. Click the [Go to Download] button, and you will be directed to the Download page.

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Reinstall Timeline Backup APP

If the backup fails due to unknown reasons, you can try reinstalling Timeline Backup APP.

  1. Remove Timeline APP
    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 long-press (or right-click) Timeline Backup APP and select Uninstall or Uninstall/Change. Then follow the directions on the screen.

  2. Install the latest version of Timeline Backup APP
    [Click here to download the latest version of Timeline Backup APP]

  3. Reboot your computer.

  4. Try to back up again.

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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 Timeline 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

  • Timeline Backup app 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 obtain the log files?

1. Right-click on the Timeline Backup icon in the Windows taskbar.

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

3. You will be directed to C:\TimelineBackup\log. Please compress all the files into a zip file and share it with us.

 
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