Help

Answers to what people ask us most. For step-by-step set-up, see the guides. If something here does not solve it, contact us.

Installing

Windows says “Windows protected your PC”Why SmartScreen warns about the BackupMate installers and how to check the file is genuine.
PCs cannot reach the serverConnect fails or times out: the server's firewall, the address, and how to test the connection.
Scan does not find the serverScan uses network discovery, which some networks block. Connect by typing the address instead.
“That enrolment token is not valid, or has already been used”Enrolment tokens connect one PC, once. How to make another.
Certificate error when connecting a PC“Certificate signed by unknown authority” means the PC has the wrong ca.pem, or none.
Opening the server's console: browser warning and passwordWhy the browser warns about the console's certificate, and where the admin password is.

“Backed up, N files skipped”A backup succeeded but some files could not be read. Which ones, why, and what to do.
“The backup server could not be reached”A PC could not reach the server for a backup. Usually temporary; it retries by itself.
“Not backing up — no seat” or a PC stopped by the licenceA PC beyond what the licence covers stops taking new backups. How to fix it; restore is unaffected.
“The passphrase does not match the backups already on the server”A PC was connected with a different passphrase from the one its backups were made with.
“The backup server's storage no longer holds this machine's backups”The server's storage folder was changed, emptied or replaced. Stop and check before anything else.
“Anything on your network can reach the stored backups”What the storage protection warning means, and how to switch protection on safely.

“No restore points yet”Why a PC's Restore window can be empty, and what to check.
A large restore is taking a long timeWhat decides how long a restore takes, how to read its progress, and what speeds it up.
“Staging space exhausted” on the serverThe server has no room to prepare a download. Restore to a folder instead, or move staging.
Backups have gone missing or were deletedDeleted backup data is kept for 30 days. How to put it back.
I forgot the passphraseWhat can and cannot be done without the passphrase a PC was connected with.

Email alerts are not arrivingSettings that make alert emails work, including Gmail and Microsoft 365.
Reinstalling or upgrading the serverWhat upgrading and reinstalling keep, and what must never be deleted.

Sending us diagnosticsHow to export a diagnostics file from a PC or the server, and what it contains.