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How to Troubleshoot Missing Files

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Follow these instructions if your backups are missing files or folders even when they appear to have been completed successfully.

If your backups are missing files or folders even when they appear to have been completed successfully, then the Windows System Account probably does not have full access to the “missing” files or folders. This usually occurs because the files or folders are on a network drive.

Steps 1-3 help you determine if the missing files are on a network drive. Steps 4-8 show you how to set access permissions for the network drive.

  1. On the Settings menu click Backup History.

    The Backup History window is displayed.
  2. On the Backup History window, select the problematic backup set and choose Show Report.

    The Backup Report for that Set will be displayed.
  3. Review the report. If you see the message Cannot access file, then go to the Source computer and open the LogMeIn Backup Console.
  4. On the Source Computer, from the Settings menu, select User Settings > Scheduled Backups.

    The Scheduled Backups window is displayed.
  5. On the Schedule Backups window, select the Run Scheduled Backups on behalf of option.
  6. In the Domain\Username field, enter a Windows username and password for an account that has full access to the missing files or folders.
  7. Click Test Settings to verify the user account.
  8. Click Save Settings to close the screen.

    You may need to run LogMeIn Backup as a domain administrator depending on the way the permissions have been configured within your network.

You must reschedule any existing Backup Sets for this change to take effect. Run the backup set and confirm that the files were transferred by viewing the Backup History report.

ProductLogMeIn Backup

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