How to Troubleshoot New Email Based Backups

Travis Harris
Travis Harris
  • Updated


If a new backup is not showing up under your "Activate Backups" list, there may be several reasons why. Here's how to find out which.

1. Make sure it has not already been activated by searching in your Audit page, your Retired Backups list, and your Edit Backups list.

2. Find the email for that backup in your Backup Radar mailbox to verify that it did send. If you cannot find it, check your backup product and make sure you have notifications configured to send those emails to your Backup Radar mailbox's domain (additional support documentation for Email Notifications are here, depending on your backup product). If notifications are correctly configured, and you can confirm the email was sent but was not received, submit a support ticket so we can investigate.

3. Verify that it's a backup product we support. If you have other backups from the same backup application that are successfully activated, make sure they have the same email format. If you do not have other backups with this backup product, or none of them are activating, submit a support ticket so we can confirm whether we support that backup product and, if necessary, investigate new logic.

4. Navigate to your "On Demand" reports under "Reporting" in the Navigation tab:



Click on "Backup Parsing Report" and then "Generate with Defaults."

You will see a list of any emails received by your backup radar mailbox that are not being parsed successfully. Try to search for the subject of the backup you're looking for here. If you find the backup you're trying to activate here, submit a support ticket with relevant screenshots so we can investigate.

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