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."

• Click "Manage users."

• Check if the backup process has been completed for the user: Go to "Backup"→"Reports."

• Click "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

Note:

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