Skip to main content

Backups have disappeared from Main Page

Thread needs solution

Hi

The backup for my personal folders has disappeared from the main page.The backup files are still there on my NAS device but not listed on the backup main page.

Any ideas how I get this scheme to be re-listed?

Attachment Size
Backups List.docx 262 KB
Main Page Screenshot.docx 149.98 KB
0 Users found this helpful

Have you recently updated the application or reinstalled it?

What happens if you expand the Others in the list in the Main Window?

I am thinking you will find your backup there.  You can bring them back into the main window again by using the Add Existing backup option in the main windows as well.

Add_existing_BU.png

Thanks for the reply Enchantech.

I was having a problem where the backup was queued but not doing anything for hours. Whilst checking things out I noticed that I didn't have the latest version so I updated  to the latest build and that's when the "My Folders" backup disappeared.

It's not in the Others section. That's where I keep backups like when my PC was brand new, or immediately before I accepted the free upgrade to Windows 10. It's stuff that I thought might come in useful one day but it never did.

I tried the Click Here to Add Existing Backup and I thought that was going to work. I get as far as this screenshot:

Screen.png

 

When I select any version of the backup I get "The backup is password protected."  So I enter the correct password, click ok and the screen just goes fuzzy grey for about a minute. When it comes back nothing has changed and the existing backup hasn't been added.

 

Is the backup itself password protected or is the password something that is specific to your storage device?

The backups are stored on my WD MyCloud NAS. Access to the NAS is password protected.

The backups are also encrypted.

I don't know if it's an issue but I've used the same password for both. It's not caused problems in the past.

Try this, using Windows Explorer log on to the share on your NAS where the backups are stored.  Once that is successful, close Explorer and see if you can now log on to the share in True Image.

I have had issue with NAS share that sometimes you have to first logon using Explorer before True Image can access the share via logon credentials.

I tried what you suggest but the same thing still happened. 

I've always been able to establish a connection to my NAS and to see the incremental versions of my backup.

The problem occurs when I try to add an existing backup. I select the very last incremental version. It comes back with "The backup is password protected." So I enter the password and it all goes fuzzy grey for about a minute but when it comes back the existing backup hasn't been added. 

I did wonder if I'd mis-typed my password so I deliberately entered an incorrect version and it just stayed on the password dialog box saying incorrect password. So I know the password is correct.

To be honest this is taking so long and I don't really need those files right now. I think I'll just create a new version chain backup for my folders and delete the old one.

Thanks for your support anyway.

Sorry you were not able to resolve the issue.  If you can please provide feedback to Support about the issue.

Done.

Thanks for your help.

Steve