Why is my file missing from the backup archive?

A file could be missing from the archive due to various reasons:

  • Backup might not have been scheduled for the day
  • The file format might not be supported by us (we don’t back up certain formats like Google Forms)
  • Due to certain user settings such as retention period (or) excluding Trash or Recycle bin folders
  • Limitations with storing files based on size or type
  • Restrictions on API access in the user’s Google Drive settings
  • The users might have exceeded their storage limit
  • The user might have deleted the file before the scheduled backup cycle
  • Due to API limit, Google might have restricted file downloads
  • Due to the technical issues such as server connectivity issues or server shut down

Here’s what you can do to troubleshoot this issue:

  • If you have just installed the application and started the backup, wait for at least 24–36 hours for the process to be completed
  • If you have upgraded from your trial, wait for the transition from trial user to a customer to be completed

Check if the backup settings have been enabled for the user: Go to "Backup"→"Settings."

Backup setting option
  • Click "Manage users."
Manage users-1
  • Check if the backup process has been completed for the user: Go to "Backup"→"Reports."
Backup reports
  • Click "User Summary ."
User summary
  • Check if all the folders including Trash (Google Drive)/Recycle Bin (OneDrive) have been included in the backup schedule
  • Check if you moved the file to a different location after the backup was completed
  • Check if the user’s backup storage limit has been exceeded – upgrade the storage limit


If none of these works, contact helpdesk@syscloud.com