Please raise a new case online and reference the title of this article.
If you could also perform the following steps to provide us with the back up error number this will help us expedite the fix for you:
At the bottom of the main menu of FactoryMaster, click on the red text that says "Last recorded back up: <Date and time> FAILED!!"
On the new window that opens, click on Open Full Log in the bottom left corner of the screen
Scroll to the bottom of file, and make a note of the error message that appears there. (e.g. Operating System Error 3)
Provide us details of the error message when you raise a case through the portal (this can be written or provided via screenshot)