BackupAssist Support Forum

We have discovered a problem with our Exchange 2013 backups when trying to do a granular restore. When you expand the mailbox to show the mailbox folders it shows how many emails are in each folder. But when you click on the folder that said it had 9,100+ emails it only shows 5 emails and displays the following message in the bottom pane.

Warning:'Hide incomplete messages' options is selected. Folder 'Name' contains 9,159 incompleted messages. To view these messages please reopen the database using logs.

And after clicking the link to reopen the database using logs it still only shows 5 emails. Is there any way to show the incomplete messages to be able to restore them?

Hi there,

It's Stuart here from BackupAssist, thanks for posting on our forum.

Can you confirm the backup configuration that you're running?

- Backup engine you're using to backup Exchange?
- Does it occur on all backups, or just one backup specifically?

I believe it's probably best to contact our team directly by following the steps below to be able to resolve this in the most efficient way possible.
To send our team diagnostic information, please follow these steps:

1. Open BackupAssist.
2. Click on the Help menu across the top of the console.
3. Select Feedback and Support... from the drop down menu.
4. Click on Contact Support.

5. Enter the details asked for:

Valid E-mail Address: (so we know where to send our answer to your question).
Subject: Brief overview of your query.

Message: A detailed overview of exactly what your query is about. The more information you give here will make it easier for our support team to assist you.


Make sure the tick box stating 'Submit system diagnostics to help our support team with your query' is ticked and this will zip all your BackupAssist settings so that we can review these specifically for your environment.

If you have any issues using our automated support tool please follow these steps to manually send in your diagnostics file:

Browse to the following folder on the applicable path to your system:


C:\Program Files (x86)\BackupAssist vX (where X is the version number you're running)

Look for a file named BackupAssistDiagnostics.zip and send this to us directly.

If you find that this file is too large to email directly; please upload directly to our support team via http://www.backupassist.com/BackupAssis ... submit.php.
Please note that there is a 50MB file size limit. If it's larger then please let us know.