What should I do if a file is missing from the backup archive?

If a file is missing from the archive, do the following:

• 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: "Backup"→"Settings"

• Click “Manage Users”

• Check if the backup process has been completed for the user: "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.