TNASMobile won't do a full backup again

[Raichean]

Samsung S24 ultra
App ver 3.3.027

I recently wiped my NAS and my phone backups as well. Running Mobile, it will only run a differential backup for what my phone thinks is missing from the (now wiped) full backup.

I have un-installed the app, searched for lingering files and reinstalled, chose a new backup path and it still only sees the differential.

Super super frustrating. Can anyone help please?

[TMtina]

What version is your TOS system? Have you selected the correct photo album for backup? Please send the PhotoBackup_logX.txt log file located in the /Download/TNASmobile_log directory of your phone to support(at)terra-master.com for us to check. If it's convenient, please also send us a screen recording of your operation process.

[Raichean]

What version is your TOS system? Have you selected the correct photo album for backup? Please send the PhotoBackup_logX.txt log file located in the /Download/TNASmobile_log directory of your phone to support(at)terra-master.com for us to check. If it's convenient, please also send us a screen recording of your operation process.

Thank you for any help, I updates the TOS to 5.1.145, which shows as the latest version available for the F2-223.

I selected a new location for the backup after I wiped the NAS to start over again. I will pull that log asap.

[Raichean]

Any help? Still not heard back from support or any reply. This is really frustrating

[TMtina]

Any help? Still not heard back from support or any reply. This is really frustrating

Please attach your issue along with the PhotoBackup_logX.txt log file located in the /Download/TNASmobile_log directory on your phone and send it to [email protected] for us to examine. If it's convenient for you, please also send us a screen recording of the photo backup operation process.

[Raichean]

Good morning.. I already have sent that information on Sunday the 10th, and not heard back yet. I need this resolved asap.. there has got to be a way to make the mobile client forget the backup status and start over again. I have uninstalled the app, searched the phone for any lingering files and reinstalled, and it still takes right back up where it left off with an incremental backup.

please help.

[RyanYang]

We will check for any missing emails related to you after work, review the logs, and send you solutions.

[Raichean]

We will check for any missing emails related to you after work, review the logs, and send you solutions.

Thank you I appreciate that.

[TMzethar]

Before backing up, please check whether you have given the app permission to access the data.
Under normal circumstances, after uninstalling and reinstalling the app, if there are no backed up photos in the backup destination folder, then all the photos will be backed up again when the backup is performed. If there are already backed up photos, only the remaining photos that have not been backed up will be backed up when the backup is performed.
Please record a full video of the operation and send it to our support email address. (If it's too big, please provide us the link via web sharing.)

[Raichean]

Before backing up, please check whether you have given the app permission to access the data.
Under normal circumstances, after uninstalling and reinstalling the app, if there are no backed up photos in the backup destination folder, then all the photos will be backed up again when the backup is performed. If there are already backed up photos, only the remaining photos that have not been backed up will be backed up when the backup is performed.
Please record a full video of the operation and send it to our support email address. (If it's too big, please provide us the link via web sharing.)

Good morning

I have wiped the NAS entirely, and uninstalled and reinstalled the mobile app. There was nothing on the NAS when I launched the mobile app and yet, it did a "comparison" and only uploaded the difference it thought was there from the now gone backup, and the new files on the phone. My apologies if I didnt make that clear in my post, but I already mentioned that.

When I launch the mobile app, it compares 2626 files on the phone against the NAS, and then uploads only a small handful of what it believes it the difference, when there are actually ZERO files from the phone backed up to the NAS.

My concern is on why this is failing so spectacularly? I have wiped the stored files on the NAS again, for the phone, and tried again with the same results. There isn't a permission problem as the phone will copy up the small handful of files (in this latest attempt, 1 file of 2626) with no issues. It is clearly caching some local information where it things its still doing incremental backups rather than full.

My frustration is that we are making zero progress on this, incomplete replies here and still zero responses from the logs sent to support. This has been a very rough support experience.