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Failed Backup

KPKC
KPKC ✭
edited 12/09/19 in Archived 2016 Posts

I have requested a backup on multiple workspaces within my account. Some have worked with no trouble but I have a few that have failed repeatedly. I'm not sure why some work and these are not. Help!

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  • Dana Clark
    Dana Clark ✭✭

    I am encountering the same issue on one of my workspaces. All the others ran as scheduled.

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  • Travis
    Travis Employee

    Hi All - there is a known bug preventing larger workspaces from being backed up and  we are working to get it fixed ASAP. I will post here as soon as it has been resolved. 

     

    Thanks for reporting! 

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  • Travis
    Travis Employee

    This bug has been fixed! Thanks for your patience Smile

     

    Your scheduled automatic backups will run this weekend as expected. If you want a backup prior to that, you can manually request a backup by right clicking on the folder, workspace, or sheet and select Request Backup.

     

    Let me know you experience any issues with backing up your data. 

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  • Carolyn Stone
    Carolyn Stone ✭✭✭✭

    Travis,

    I am able to run the backups, but I downloaded the files that are generated and they have a future modifed date on them.  5 hours ahead, so I cannot open them right now.

    Ex. I downloaded a file at 9:57 ET, and it has a file modified date of 2016-02-09 14:57.

    Any help is appreciated!

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  • Travis
    Travis Employee

    Carolyn, I just tested this. I requested a back up and downloaded it to my computer. My backup also had a modified time of 5 hours in the future, but I was able to open and edit the files without any issues.

     

    What happens when you attempt to open the Excel files. Are you getting an error? If you are, could you post a screenshot of the error? 

     

    Thanks! 

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  • Carolyn Stone
    Carolyn Stone ✭✭✭✭

    I am getting this error message in Excel 2013.

     

    I went to a different backup with a bunch of sheets in it just to see if I could get into any of those files.  A few of the files I could open normally, but most of them I could not and got this same error message.  

    Smartsheet Backup Excel 2013 Error.PNG

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  • J. Craig Williams
    J. Craig Williams ✭✭✭✭✭✭

    Carolyn, 

     

    That does not look like a timestamp issue.

    Are you able to try an older version of Excel?

     

    Craig

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  • Carolyn Stone
    Carolyn Stone ✭✭✭✭

    No, I don't have an older version of Excel.  Our company is all on Excel 2013 at this point.  

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  • Travis
    Travis Employee
    edited 02/10/16

    It sounds like there is an issue with your version of Excel recognizing the file extension. Try changing the file extension from .xlsx to .xls then open the file. 

     

    If changing the extension does work, you can try this to fix the problem for the future:

     

    1. Right-click on an Excel file with an .xlsx file extension

    2. Click “Open With”

    3. Click “Choose Program”

    4. Check the “Always use the selected program to open this type of file”

    5. Find Excel in the list of programs, select it, and click OK

    6. If Excel isn’t in the list, click “Browse” and navigate to wherever your “Excel.exe” is located (the default will likely be somewhere in C:\Program Files\Microsoft Office)

     

    7. When you locate Excel.exe, highlight it and click OK

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  • Carolyn Stone
    Carolyn Stone ✭✭✭✭

    OK, so changing the extension to .xls does work, and I can now open and see the file, so I have a workaround for now.  

    However this does not explain why I could open some of the files as .xslx, and some I could not, and changing the files names every time I need to view a backup is going to be a pain.  It might have something to do with the way the .xslx backup files are created or their contents, since I can sometimes view them and sometimes not.  Maybe Excel does more validation on a .xslx file than a .xls one? 

     

    The steps you provided to fix it for the future does not work.  I still can't open the file until I change the extension manually.

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  • Travis
    Travis Employee
    edited 02/12/16

    Thanks for the update. Try these steps to get Excel to open .xslx files in the future: 

     

    1. 1. Click on your Start icon in Windows, then find the program “Run” and click it to open the dialog box.
    2. 2. Type in “regedit” without the quotation marks and click OK
    3. 3. Click on the following: HKEY_CURRENT_USER > Software > Microsoft > Windows > CurrentVersion > Explorer > FileExts > .xlsx > OpenWithProgrids
    4. 4. Check for a binary value “Excel.Sheet.12”
    5. 5. If it doesn’t exist, right-click in the blank space under the (Default) row and click New > Binary Value
    6. 6. Name the new row you just added “Excel.Sheet.12” without the quotes
    7. 7. Click OK
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