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Troubleshooting

Each section names a symptom, its usual cause and the solution. If a problem is not listed here or persists, see Support and more from O&O.

The backup drive is not found​

Cause: The recorded drive is disconnected or not yet mounted by Windows. O&O AutoBackup checks the volume identity and does not trust a matching drive letter alone.

Solution:

  1. Reconnect the recorded drive and wait for Windows to mount it.
  2. Use Choose another destination only if the actual storage changed.

Files were skipped because they are in use​

Cause: Another program holds the files open. Email stores, browser data, databases and virtual machines are common examples.

Solution:

  1. Close the program that uses the files.
  2. Run the pair again. The next run also retries the skipped files.

The destination is full​

Cause: The protected files and their version history need more space than the destination offers. Managed retention removes eligible old restore points but keeps the newest version of every file.

Solution: Free space, shorten retention, or move the backup to a larger destination.

A scheduled backup did not run​

Cause: O&O AutoBackup did not run at the scheduled time, or a condition deferred the run: battery, idle, metered network, startup delay or a missing drive. The Home page usually names the active reason.

Solution:

  1. Check Settings → Autostart. O&O AutoBackup must start with Windows and remain in the notification area.
  2. Check the reason shown on the Home page and remove it, for example by connecting the drive.

A network or cloud destination is unreachable​

Cause: The address, the connection, the credentials, the certificate or the provider is not available. An unattended network share must be accessible to the Windows account that runs O&O AutoBackup.

Solution:

  1. Confirm the URL or UNC path, internet or LAN connection, credentials, certificate trust and provider availability.
  2. For an unattended network share, verify access under the same Windows account that runs O&O AutoBackup.
  3. For a NAS or SMB share added through Add destination → NAS / network share, edit the destination and test the stored sign-in. O&O AutoBackup reconnects the share automatically; a missing folder is created after the share itself becomes accessible.

An encrypted backup will not open​

Cause: The password was mistyped or forgotten. There is no back door; without the password or the recovery key, the data cannot be decrypted.

Solution:

  1. Retry the password with Caps Lock checked.
  2. If the password was forgotten, use the saved recovery key.

The backup view appears out of date​

Cause: Destination files were changed outside O&O AutoBackup.

Solution: Edit the pair and use Repair file list. This forces a slower full read of the destination.

Collect information for support​

Record the application version, pair, time, exact message and steps to reproduce. Enable diagnostic logging only long enough to reproduce the issue, then attach the reviewed log to your private support case. Support and more from O&O lists what a support request should contain.