Troubleshooting Backup Teamleader

Read the final state and complete message before retrying a backup. Retrying without fixing the cause may mix a partial execution with the next one.

flowchart TD
    P["Backup fails or generates no files"] --> Q1{"Does the application open?"}
    Q1 -- No --> A1["Close any previous instance and check backupTL_crash.log"]
    Q1 -- Yes --> Q2{"Does it request credentials?"}
    Q2 -- Yes --> A2["Enter Client ID and Client Secret and click Verify"]
    Q2 -- No --> Q3{"Errors in the final state?"}
    Q3 -- Yes --> A3["Fix the first error and keep the log"]
    Q3 -- No --> A4["Try with an empty local folder and no attachments"]

Quick diagnosis

Problem	Check	Action
Application does not open	Confirm no other instance is running.	Close the previous instance and reopen. If a startup failure occurred, look for backupTL_crash.log next to the executable.
Credentials requested	Check both fields are complete.	Review Teamleader Credentials and click Verify only once.
Folder does not exist	Check the path shown in Destination folder.	Choose a valid folder or let the application create the configured path.
No files generated	Check permissions, free space, final state and console messages.	Try with an empty local folder and no attachments.
Backup ends with errors	Read the first error and keep the log.	Fix that cause before running again.
Application indicates incomplete previous backup	There is a previous execution marker.	Use Relaunch only after confirming no other process is active.
Stop does not end immediately	Cancellation is a request to the current process.	Wait until the state shows Cancelled.
Attachments do not appear	Check the key, free space and process messages.	First retry a backup without attachments to separate both problems.
"Export" does not create .xlsx	The current implementation converts files to .json.	Look for .json files in the export folder.

Gather safe evidence

Before requesting support, gather:

• Installed version and installation source;
• Approximate date and time of failure;
• Destination folder used;
• First complete error message;
• Final state shown by the application;
• Execution log or backupTL_crash.log, if it exists.

Remove sensitive data

Hide Client ID, Client Secret, tokens, customer names, emails, phone numbers, personal paths and exported content before sharing screenshots or logs.

Safe recovery

1. Stop any active instance.
2. Keep the folder containing the partial result; do not delete it yet.
3. Create an empty folder for a controlled test.
4. Run without attachments, without conversion and with Full re-run backup disabled.
5. If the test works, re-enable options one by one.

Next step

When the basic test completes successfully, return to Configure backup options.

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