Backup not working? Common problems and what they mean
When a backup does not work, start with the status it reports, because each status points to a different cause. Most problems come down to a missed internet connection, a PC that was asleep, files locked by another program, a disconnected drive or a full storage quota. This guide explains the statuses in Tornova Backup, maps each common cause to what it means and what to do, and says when to contact support.
Start with the status
Tornova Backup reports honestly. A backup is shown as successful only when the whole intended backup has completed, so a result other than Backup Successful tells you something specific. The connection is also shown separately: the app displays Connected or Not Connected, independent of the last backup result.
What each result means
| Status | What it means | What to do |
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| Backup Successful | The whole intended backup completed | Nothing. Check again after the next scheduled run. |
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| Partially Completed | Some files were protected, but one or more intended files could not be completed; both groups are listed | Open the list and look at why each file was not protected. Fix the cause and run Back Up Now again. |
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| Failed, Interrupted or Needs attention | The backup did not finish. An interruption can come from a lost connection, a shutdown or sleep, or Tornova closing | Check the connection and the PC, then run Back Up Now. Files already protected stay protected. |
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| Not Connected | The app cannot reach Tornova | Check your internet. After up to 10 controlled retries, use Retry Now. |
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| Smart Backup: Up to date | The check found nothing new or changed | Nothing. This is a normal result. |
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Two promises sit behind these statuses. A failed new backup never damages the last good backup, and a temporary problem such as a lost connection never causes Tornova to delete cloud backups.
Common causes and what to do
Cause, meaning and next step
| Cause | What Tornova does | What you can do |
|---|
| No internet connection | Shows Not Connected and does not report success. Makes up to 10 controlled automatic retries, then shows the connection failure with Retry Now | Restore the connection, then use Retry Now |
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| Connection drops during a backup | Safely interrupts the backup and retries; files already protected stay protected | Wait for the retry or run Back Up Now |
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| PC switched off or asleep at the schedule time | Records the missed run, does not report it as successful, and follows the next eligible retry | Pick a time when the PC is awake, or change power settings |
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| PC shuts down or restarts mid-backup | Treats it as interrupted and retries the unfinished work when possible | Let the backup finish before shutting down |
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| File locked or permission denied | Records the file as unavailable or skipped and carries on with the rest | Close the program that holds the file, or check the file's permissions, then back up again |
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| File changes while being backed up | Does not treat an inconsistent copy as protected; retries or reports the file | Save and close the file, then back up again |
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| Drive, folder or source unavailable | Reports the unavailable source and keeps existing backups; it does not read this as a request to delete | Reconnect the drive or fix the path |
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| Storage quota full | Stops safely and reports it; never deletes existing backups to make space | Free space in the backup, or choose a larger plan |
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| Tornova cloud service temporarily unavailable | Uses controlled retries; never counts an outage as success | Wait and retry, and check again later |
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The first four rows cause most of the surprises. A laptop that sleeps in a bag is the classic case: the backup did not fail, it never started.
A checklist to follow
- Open Activity and read the exact status and any listed files
- Check Connected or Not Connected in the app, then test your internet
- Check that Tornova App is running and the PC was awake at the scheduled time
- Check that the drives or folders in your Backup Set are connected and reachable
- Look at your storage use on the website for quota warnings
- Close programs that may be holding files open, then choose Back Up Now
- Read the new result in Activity
Storage warnings appear at 90% and 95% of your quota, so a full-quota failure is rarely a total surprise.
Partially Completed is not a failure of everything
Partially Completed means some files were protected and some were not. Tornova lists both groups so you can see exactly what is missing. It does not round a high percentage up to success: if 99 of 100 files are done, the result is still Partially Completed, because one file is unprotected.
The unresolved files are usually locked files, files without permission, or files that disappeared or changed during the backup. Fix the cause and run the backup again. Only the missing files need to be sent, since the rest are already in the cloud.
Account and payment causes
If a payment fails, there is a 7-day grace period. During it, backup may continue where quota remains. If the payment is still unresolved after the grace period, new backup is blocked, while existing backup data is retained for restore according to Tornova's lifecycle policy. Check the Billing page and the Pricing page.
If a device was unregistered or its authorization removed, Tornova stops further cloud operations from it and keeps existing valid backups unless an authorized person chooses the deletion process.
When to contact support
Write to support@tornovabackup.com or use the Support page when:
- the same status keeps coming back after you have followed the checklist,
- Tornova App will not install, start or sign in,
- a file is listed as unprotected and you cannot see why,
- a restore fails after a retry,
- something in Activity does not match what you expect.
Tell us the computer name, the time of the last run, the exact status and any files listed. That is much quicker than a general description. The FAQ answers many questions about reliability.
Keep problems small
Frequently asked questions
Why does my backup say Partially Completed?
Some files were protected and others could not be, for example because they were locked or access was denied. Tornova lists both groups. Fix the cause and run the backup again.
Is my old backup safe if a new backup fails?
Yes. A failed, interrupted or partially completed new backup never damages or deletes the last good backup.
Why did my scheduled backup not run?
Commonly the PC was off, asleep or offline. Tornova records the missed run and does not report it as a success. It follows the next eligible retry.
Will Tornova delete my backup if my drive is disconnected?
No. Temporary unavailability is not treated as a request to delete. Existing valid backups stay, and the unavailable source is reported.
What if my storage is full?
Tornova stops safely and reports it. It never deletes existing backups to make room, so free some space or choose a larger plan.
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