1. AC Question's Avatar
    hey, i synced my mums phone with her google account so i could reset it from factory settings and after logging back into her account we have found that most things have gone, can you please help us fix this?
    09-08-2014 12:08 PM
  2. anon8380037's Avatar
    Which phone is it. If you had checked the Sync Settings in her Google account, and allowed it to sync before reset, it would restore things like contacts, app data, calendar (Google), Chrome etc.
    It will not do a complete back up, as you may know.

    What was restored, and which are you missing.

    Sent from my XT1039 using Tapatalk
    09-08-2014 12:49 PM
  3. chris_1204's Avatar
    hey its a moto g, were missing pics and app data as far as we know
    09-08-2014 01:29 PM
  4. wizzrah's Avatar
    hey its a moto g, were missing pics and app data as far as we know
    Have you checked Google+ for the photos? As far as app data, I don't think it will save that.

    Sent from my nifty 2 year old AT&T HTC One XL
    09-08-2014 01:30 PM
  5. chris_1204's Avatar
    just checked and there not there
    09-08-2014 01:56 PM
  6. anon8380037's Avatar
    Yeh I can see why you did that. I have started using a Moto G as a second phone and not completely familiar with it yet.
    Instead of the screen below, go to Accounts Google and touch the account name, see what syncs were checked, check them all and sync again. I don't think you will get much back though.
    Back up and restore is not as comprehensive as it was.
    Your mum will need to log back in to apps anyway, and they should gradually return to as was.
    There are other back up methods recommended, especially for media, depending on the phone. Helium is an app that can restore apps on a stock phone afaik.
    Perhaps ask in the Moto G forum if they have much success with the Moto G back up settings.

    Sent from my XT1039 using Tapatalk
    09-08-2014 02:20 PM
  7. chris_1204's Avatar
    i have done what you said but nothing else seems to have returned
    09-08-2014 02:28 PM
  8. anon8380037's Avatar
    Hi. It seems the Moto G backup and restore screen above is just a shortcut to Google's own sync services for settings etc.
    If you have definitely tried Google+ for your photos, as opposed to Google, there is little hope. You would have a separate Google+ app on your phone if it is be running, and you can also log in to your Google+ with your account on a pc. I disabled Google+ as some have, for privacy issues and it hogs phone resources; but it is useful.
    Sorry for the bad news. I think it's a bit deceptive for Motorola to lay out the setting screen in that way.
    There is no reference to that screen in the pdf manual or on their site.

    Maybe someone else here has other options for you.
    Welcome to Android Central. I hope you and your mum will join in for help and support, and general chat, in the future.
    09-08-2014 04:08 PM
  9. UJ95x's Avatar
    I really wish Google would add a full system backup for phones, and not just what you can add to the cloud.
    Unfortunately, if you did a factory reset you won't be able to retrieve them unless they had been backed up to a cloud service like Google +, Dropbox, or Box, etc.
    anon8380037 likes this.
    09-08-2014 05:42 PM
  10. Alex Baitu's Avatar
    I think somehow you did same thing as me. Few days ago I trusted the android backup service and I did a full backup followed by a factory data reset so I can send the phone to a local warranty service. Today I got back my phone. For some dumb reason instead restoring my backups from last week I thought I should skip it and first do a firmware update. As soon as the update finished I logged in to my Google account. What do you think it happened the brand new firmware started to back up itself thanks to the Auto backup function, instead restoring my contacts, documents and notes. For some reason you can't find anywhere on Google menu the previous backup files, like the ones from last week. Also I tried all day long to see if they have some email where you can petition and ask for a solution, maybe there is a possibility to recover the previous backup files BUT there is nothing. My advice is to back up the old fashion way, or you will end up like me or many others who used this very mediocre function of android.
    09-15-2014 01:10 PM
  11. anon8380037's Avatar
    That's helpful for some to learn.
    You should still have what was synced to Google. There is no full backup facility as such with Google, sadly. I think mostly because if you have a software issue, you would just be re0installing the old problem. Media needs to be backed up either in the cloud with Google+ (me no likey) or Dropbox, Drive etc.
    OEM specific files like with Samsung are synced with a Samsung account or Samsung Kies (the closest thing to a full backup program).
    Apps can be saved fully with Helium backup, though Google syncs apps well enough for me.
    Contacts, Calendar, mail, browser etc is usually synced regularly with Google. If you had a Motorola like the OP I think this is all the backup does.
    I hope you can sync some data back from your Google account, but media would be lost without a prior backup yes.
    Again I think Motorola's backup screen is misleading. Sorry you had a bad experience.
    09-15-2014 03:40 PM

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