Files are missing when using or restoring the Package To Go or Backup/Restore tool

Applicable SongShow Plus Versions: 
This article applies to all versions of SongShow Plus using Package To Go or Backup/Restore tools.

  * Updates correcting this issue may be available. Ensure that you are using the most current build of SongShow Plus from the Download page before proceeding. *     

Symptoms:
The Package To Go or the Backup/Restore tool is missing files after a restore.  The Package To Go (PTG) or the Backup/Restore process appears to complete successfully (no error messages) but files are missing from the expected destination (xxxx).

**NOTE: Best Practice is to ensure that both the Source machine and the Target machine have the current version of SSP installed.  Even if SSP runs slower on an older machine, the backup tools will be consistent.

Possible Cause:
If the folders backed up are larger than 4GB errors may occur preventing all files from being included.  There is a limit of 4GB with the current compression technology being used.

Possible Solution:
There are several steps to the compression process for the Package To Go when images/videos are included.  Allow additional time for the compression steps to finish. It is recommended that each of these categories is backed up separately to ensure all files are included.  Refer to article SSP88.

If this article does not resolve the issue, contact the Support Team.

(TS406)