What Should I Include When Asking for Help?

Start with the person who manages JitBackup in your company. They can check your console permissions, the backup server, Google authorization, and storage. If product support is needed, use the JitBackup contact page.

Record the Problem Before Changing Anything

Collect the following details where available:

  • What you wanted to do: for example, recover one deleted invoice from a user's Drive.
  • Where it happened: console page, domain, app, and source user or Shared Drive.
  • What you did: the few steps immediately before the problem appeared.
  • What happened: the exact error message or observed result, and what you expected instead.
  • When: date, time, and time zone, plus when the same operation last worked.
  • Job information: backup or restore time, status, and affected item errors from History. For restores, include the selected destination and target folder name.
  • Environment: JitBackup version, server operating system, storage type, and whether one user or all users are affected.
  • Recent changes: service account replacement, Google account changes, server move, network changes, storage credentials, or subscription changes.

For a console connection problem, include whether the console works on the server itself and whether you are using the company network or VPN. For a missing item, include its approximate original date and the recovery points you checked.

Example Report

Task: Restore one Drive file for an authorized user.
Source: example.com / [email protected] / Drive.
Backup point: 2026-09-06 21:00, server time zone UTC+08:00.
Action: Selected the file, chose the destination, and clicked Restore Now!.
Result: Restore History shows a failed item.
Error: [Paste the exact message with secrets removed.]
Destination: [email protected] / Recovered invoices 2026-09-07.
Scope: One file fails; another file from the same backup restores.
Recent change: Storage credentials were changed yesterday.
Version and server: [Version] / [Operating system] / [Storage type].

Replace the example with your actual observations. If you do not know a value, say so; your administrator can supply the server details.

What Should I Leave Out?

Do not include passwords, service account JSON files, private keys, storage access keys, license keys, session links, or password reset links. Remove unrelated email contents and personal data from screenshots and error text while preserving the wording needed to diagnose the failure.

Send logs or backup samples only when requested through an agreed support channel and approved by your company. Do not delete backup files, reset the installation, or repeatedly rerun a restore just to reproduce a problem that is already recorded in History.

For immediate checks, see Console and login problems, Backup problems, Missing data, or Restore problems.