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Backup integrity check fails, or the file is not supported

Damaged, edited, oversized or incompatible backup files are rejected before records are replaced.

Steps

  1. Confirm the file is a backup saved by ClearDesk IQ or an earlier version of the app. An Excel workbook, ZIP or troubleshooting report is not a workspace backup.
  2. Download or copy the original file again if transfer may have been interrupted. Do not open and resave the backup in a word processor or text editor.
  3. Complete backups can be large because they include photos and receipts. The records part may be up to 256 MB and a complete backup up to 16 GB. The program refuses to save a backup over these limits, so it never creates one it cannot restore. If a file is rejected as too large, contact product support before changing it.
  4. If the backup was created by a newer program version, use a compatible publisher release. Do not remove the version or checksum fields.
  5. Try an earlier known-good recovery copy while preserving the rejected file and your current workspace.

Check that it worked

A valid file reaches the restore confirmation. A rejected file leaves existing records unchanged.

Help codes

This article covers these on-screen help codes:

  • CSC-BACKUP-001
  • CSC-BACKUP-002
  • CSC-BACKUP-003

Still stuck?

If a newly exported backup fails immediately in the same version, report a product issue. Avoid emailing the backup without an agreed secure process.

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