Unable to restore data using HiSuite

Download the latest version of HiSuite from its official website and use the original data cable to reconnect your phone/tablet to HiSuite on the computer. If the fault persists, perform the following operations to locate the fault:

1. Check whether the USB data cable or device port is faulty.

When the data cable is being used, if no USB pop-up window is displayed, or the USB pop-up window is frequently displayed, asking you to enter the connection verification code again on the computer and phone/tablet after the connection is successful, there is a high probability that the data cable or port is faulty. It is recommended that you use other data cables or devices to perform a cross test.

Figure 1: USB pop-up window; Figure 2: HiSuite password verification screen

2. Make sure that the computer can be properly connected to the phone/tablet.

Reference: Unable to connect my HUAWEI phone to a computer via a USB cable

If the hardware is normal and the USB pop-up window is normally displayed on both the phone/tablet and computer, but the connection still fails, there is a high probability that the settings on the phone/tablet are incorrect or the driver on the computer is faulty.

On the phone/tablet:

Enable Developer options, and enable USB debugging by referring to How to enable or disable Developer options.

Enable HDB debugging.

Enable Allow connection via HDB: Go to Settings > Security > More settings > Allow connection via HDB.

On the computer:

Install the driver again by referring to Install a driver on a HUAWEI computer.

Check whether your phone/tablet has sufficient storage space.

To restore data using HiSuite, a large amount of memory on your phone/tablet is required to store data. Therefore, please make sure that the remaining memory capacity is greater than the size of files to be restored. If the storage space is insufficient, you can use Optimizer to delete unnecessary data and uninstall apps that are not frequently used.

Check whether a third-party manager app is installed on the phone/tablet.

Certain third-party manager apps (such as xxx Manager) will control the transmission permission of your phone/tablet. It is recommended that you uninstall such an app and re-install it only when necessary. Similarly, safeguard apps on the computer may also block the connection with a phone/tablet by mistake. It is recommended that you close these apps when there is no network connection, restore the data, and open the apps again.

Other common HiSuite data restoration failures

Scenario 1: Backup data cannot be found or the restoration data package is displayed as 0 during data restoration.

Reference: An error message is displayed indicating that no backup records can be found

1. The folder storage location is incorrect. As a result, the corresponding backup data package cannot be scanned.

When restoring data, HiSuite searches for the corresponding file storage location. If the backup data package has been moved, HiSuite will fail to scan the corresponding file. In this case, use HiSuite on the computer to scan the upper-level directory for the file again.

2. Backup data cannot be restored due to incomplete or lost files.

Open HiSuite, go to Menu > Settings > Backup, and touch Open. Check whether the info.xml and backupinfo.ini files exist in the corresponding backup folder, and their sizes should be greater than 0 KB. If the file name extension is set to not be displayed, their names should be info and backupinfo. If the files do not exist, the backup file is damaged. In this case, the system displays a message indicating that the data cannot be restored without backup records.

Scenario 2: During data restoration, the "This function is only supported on Huawei devices" message is displayed.

If the system displays the "This function is only supported on Huawei devices" message, the possible cause is that the manufacturer information in the device is lost after the phone is rooted or a third-party ROM flashing is performed. As a result, the system cannot determine that the device is a HUAWEI device, and the data cannot be restored. It is recommended that you back up important data on your phone using Cloud or other methods, migrate third-party app data, such as WeChat and QQ, and take your phone to a Huawei Customer Service Center for assistance.

Scenario 3: The progress bar is stuck during document restoration.

If the progress bar is stuck during data restoration, reconnect your phone/tablet to HiSuite on the computer to restore data again. If the problem persists after the connection is set up, there is a high probability that an exception occurs during data restoration. In this case, select only one data item at a time and repeat the operations until all data items are restored.

Figure: Options on the restoration screen

Scenario 4: A message is displayed indicating that the password is incorrect.

1. If the user forgets the password

The restoration password of HiSuite cannot be modified or retrieved. It is recommended that you try to recall the password that you have set. Generally, the password is an anniversary, birthday, or lucky number. You can record the passwords that have been tried to reduce the number of attempts and avoid repeated operations.

2. If the user claims that the password is correct

Search for "Backup" in AppGallery, update the app to the latest version, and try again.