Frequently Asked Questions

From version 2.10, iBackup View supports encrypted backups with Pro version. If you are still running free version and want extract data from encrypted backups, please upgrade to the Pro version.
There are many reasons cause running app crash. When you have the crash problem, usually reopening will make it work. If it keeps crashing, please send us email to support@imactools.com with the crash information attached.

Generally, there will be a crash report window appears when the app crashed, which looks like

click "Report..." and copy & paste the information into your email message.

Since iTunes doesn't save tracks of music and movies on iPhone/iPad to backups. So, iBackup Viewer can't get any information about songs tracks from the iPhone backups. If you would like to transfer songs from iPhone / iPad to mac, please try Cefipx, which is the app to copy songs back to computer from iPod / iPhone.
Sometime, the system won't show a crash report window after crashes. But, you can find the crash log under folder ~/Library/Logs/DiagnosticReports

For lion user, the eay to get the Library folder is to choose Go to Folder from Finder's Go menu and enter "~/Library/Logs/DiagnosticReports"

Otherwise, go to Applications -> Utilities and run Console.app, find the crash log there.

Apps sometimes are lack of icon, because those apps are not existing on local computer in iTunes library.
iTunes normally creates and saves the iPhone backups to:

Mac OS X: /Users/USERNAME/Library/Application Support/MobileSync/Backup

Windows XP: C:\Documents and Settings\USERNAME\Application Data\Apple Computer\MobileSync\Backup

Windows Vista, Windows 7, Windows 8: c:\Users\USERNAME\AppData\Roaming\Apple Computer\MobileSync\Backup

The password is required only for encrypted backups. This is the password you typed in when you created the backup with iTunes. You must remember the password secretly, and you will not restore the backup to your iPhone with iTunes nor extract data with iBackup Viewer Pro without the password.
No, the password is for protecting your privacy, you need to keep it safe by yourself. iBackup Viewer doesn't intend to be a crack tool for recovering any passwords.
Windows version of iBackup Viewer does not support to save messages as pdf files by itself, but it supports to print out messages in well formatted layout. So, to save messages as pdf file on windows system, you can install third party free pdf printer driver like PDF Creator, and print out messages to pdf.
No. You can not restore messages back to iPhone with iBackup Viewer both free version and pro version.
First, please make sure that the backup was created successfully. iBackup Viewer will not show unfinished backups.
Then, you need to check if you have moved backups to other folder than the default location.

Mac: /Users/USERNAME/Library/Application Support/MobileSync/Backup

Windows XP: C:\Documents and Settings\USERNAME\Application Data\Apple Computer\MobileSync\Backup

Windows Vista, Windows 7, Windows 8: c:\Users\USERNAME\AppData\Roaming\Apple Computer\MobileSync\Backup

If you are Mac user and your system is earlier than 10.8, it is possible that iBackup Viewer disables the feature to load and display attachments with messages by default. You can enable it by opening "Preferences" window and switch to "Backup", check the option "Load and display attachments for messages" then reload the backup again.

If you're running iBackup Viewer on Windows 7 64-bits, Windows 8 64-bits and Windows 9 64-bits, and the program keeps crashing, please try to modify the compatibility of the program by right-clicking on "iBackup Viewer.exe" and choose "Properties". Then switch to "Compatibility" tab, check "Run this program in compatibility mode for" and choose "Window XP (Service Pack 3)".

When you have trouble to launch iBackup Viewer on Windows 10 with error "WerFault.exe - Application Error". Please try to run the program in compatibility mode as Windows 7 by these steps:

1. Right click on the "iBackup Viewer.exe" or the shortcut on desktop.
2. Click on Properties
3. Click on the Compatibility tab.
4. Check the Run this program in compatibility mode for box
5. Click on the drop down menu arrow and select Windows 7.
6. Click on OK to apply the changes.