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Answered

CANT DOWNLOAD BACKUP TO LOCAL MACHINE

SATTV 4 weeks ago updated by Jesse Owens (Community Manager) 4 weeks ago 4

Hi,

I am new to Boldgrid.  When usinf TOTAL UPKEEP and clicking on "Download to local machine" or to "download link" of a backup I receive "This site can’t be reached - The webpage might be temporarily down or it may have moved permanently to a new web address." This is not an isolated incident and I have not been able to download any backups to my local machine for days (I have not ever made a backup to my local machine as I am new to Boldgrid). I am using the Bento theme, WP ver 5.3.2. Am I doing something wrong? Or is this a bug? Thanks for your assistance.

Answer

Answer
Answered

Hello,

Thanks for that additional information. The allow_url_fopen setting wouldn't cause this issue- it's used for scheduling your automatic backups and falls back to PHP cURL SSL if needed. 

The most likely causes for this would be something similar to the following:

  1. Your backup file is large, and taking longer than your host's Apache or NGINX configuration allows for a web-based download.
  2. Your access to admin-ajax.php is being blocked. This is sometimes caused by a false positive in a security plugin, or your host's security software, such as ModSec.

If you have access to do so, I recommend enabling WP_DEBUG and reviewing the errors there, and checking your Apache and NGINX error logs for more information.

If you need immediate access to your backup files, you can also use FTP or your host's file manager to get access to the files.

Answer
Answered

Hello,

Thanks for that additional information. The allow_url_fopen setting wouldn't cause this issue- it's used for scheduling your automatic backups and falls back to PHP cURL SSL if needed. 

The most likely causes for this would be something similar to the following:

  1. Your backup file is large, and taking longer than your host's Apache or NGINX configuration allows for a web-based download.
  2. Your access to admin-ajax.php is being blocked. This is sometimes caused by a false positive in a security plugin, or your host's security software, such as ModSec.

If you have access to do so, I recommend enabling WP_DEBUG and reviewing the errors there, and checking your Apache and NGINX error logs for more information.

If you need immediate access to your backup files, you can also use FTP or your host's file manager to get access to the files.

I have found under the PRE-FLIGHT TEST settings on Total Upkeep that although it says PASS, there is one line item that does not seem to pass under CRON -

PHP allow_url_fopen enabled?No

I don't know enough to say whether this is the issue or not or how to change it but as the issue does occur when it opens a new browser I would say it is probably related??

Hi Jesse thanks for your reply,

When I click on download to local machine anew browser opens with the following message: 

This site can't be reached - The webpage at https://satourismtv.co.za/wp-admin/admin-ajax.php might be temporarily down or it may have moved permanently to a new web address.

ERR_INVALID_RESPONSE

I thought maybe I needed to sign up to BoldGrid before it would give me the backups or maybe there was a setting that I missed. But if it is more than likely a plug-in conflict then let me try to work that out first before I waste anyone's time here. 

I'll come back to you once I have either sorted it out or need further assistance. 

Thanks very much again.

Opened

Hello,

Thank you for reaching out, I am sorry to hear that you're not able to download your backups.

When you see that error, there should be a status code just below the message, for example ERR_ACCESS_DENIED. Can you let us know which message you're seeing there?

It's possible that your host or another plugin, such as a security plugin, may be blocking access to admin-ajax, the interface that handles the downloads. Additionally, can you visit Tools -> Site Health -> Info and click on Copy Site Info to Clipboard, and then paste that information here? That will help us narrow down what's causing your error.