iExplorer Support

Why is my Backup data not loading?

Last Updated: Nov 13, 2017 08:15PM CST
If the Backup section is not loading your text messages, voicemail, notes, contacts, etc., you should first try right-clicking on Backup in the left panel and choose to Back Up Now or Update Backup which will create a new iTunes backup for that connected iPhone or iPadIf you've done that already, try entirely closing iExplorer, reopen it, and check the Backup section again. If that doesn't help, open iTunes and check to make sure your device is configured to backup to your computer and not to iCloud. You can check these settings on the Summary tab for your device (the first screen that comes up when you click on your device in iTunes). If it was set to iCloud, change it to "This computer" and then close and reopen iExplorer and check the Backup section again. 

If the steps above don't help, please refer to the section below that best describes your situation:

If all sections within the Backup section are simply loading blank after choosing Back Up Now or Load Backup Data or Create Backup or Update Backup and verifying that your device is definitely configured to backup to "This computer", try making a backup directly in iTunes and see if any error pops up. To back up in iTunes,  just click on iTunes File menu > Devices > Back Up. If the backup completes without any error messages, try closing and reopening iExplorer and check the Backup section again. If you receive any errors while backing up directly in iTunes, I would recommend following the steps in the AppleCare article below to fix it because that would indicate an issue unrelated to iExplorer, and in order to access the data in the Backup section of iExplorer, your device needs to be able to make a successful backup in iTunes first. Sometimes the solution is as simple as needing to make more room on your computer's hard drive.

First, make sure you are using the most current version of iExplorer by clicking on the File menu (PC) or iExplorer menu (Mac) and choose Check for Updates... and install any it finds. Version 3.3 added the ability to read encrypted backups by entering the encryption password which is a password you would have chosen when setting up your iPhone or iPad to encrypt its backup on the Summary tab for it in iTunes. If you don't remember your encryption password, you should try some of your commonly used passwords (there are no consequences for entering the wrong password multiple times). The article link below explains more about it:

What do I enter for encryption password?

First, just try making a new backup by right-clicking on Backup in the left panel and choose to Back Up Now.  Then, if you still receive the "damaged" error, try completely closing iExplorer, open iTunes and make a backup for your device manually in iTunes by clicking on File menu > Devices > Back Up. Then, once the backup is finished, try opening iExplorer again and check your Backup data. If you receive any iTunes backup errors, look for possible causes in the same AppleCare article listed above (TS2529). 
If you need further assistance on this issue, please submit a support ticket by clicking on Email Us on the right side of this page, and we'll be glad to help you further. It's very important that you include the exact text of any error messages and whether all Backup sections are loading blank (or just one not loading) in addition to the support form information such as your iOS version. Thanks!
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