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Hi
My Total Upkeep Backup stopped creating backups in November, and I’ve been trying through my hosting provider, to figure out why. The action appears to be timing out. The last thing my host said, before they closed the support ticket last week, was that my plugin is taking too long to respond, and I was told that I’d have to get in touch with the plugin developer to see if it could be resolved.
So, is there something I can do to address this, or is it something you need to do on your end…?
Kind regards
JenniferHi Jennifer,
I’m sorry to hear that your backups aren’t unzipping correctly. Although this should be possible factor such as the size of the backup and max execution time might cause issue. In order to figure out what might have gone wrong, can you check your backup archive log for us?
Navigate to Total Upkeep > Tools > Logs and check the log file with a name like
archive-XXXXXXX.logwith a timestamp corresponding to one of your failed backups.If you’re able to reply here with the text in that log file, we’ll be able to take a closer look at what’s going on.
One thing we suggest in these cases is running a sanity check backup to see if the site is allowing you to create backups at all on your server.
The video below explains how to setup the sanity check:
I hope this helps Jennifer, we look forward to assisting you further!
Hello Andy,
So, I tried to run a backup this afternoon. Everything seemed to be going well until it got to 82% of the zip file.
It has been over half an hour since there was any activity.
2024-01-23 19:56:41 UTC] Starting to close the zip file.
[2024-01-23 21:57:24 UTC] Backup process running: Yes (pgid = 63358)
This was the last line in the log.I’m waiting to see if the host kills the process, and if they do, at what time. Then I’ll try to run the sanity check backup.
Best wishes,
JenniferHi Jennifer,
Thanks for getting back to us! Depending on the nature of the timeout, it is possible that the process was killed without any sort of errors or notice. If you are still not seeing any changes on that log it might be a good idea to proceed with the Sanity Check backup.
Also if you can post the whole log from the entries you provided I can analyze it and see if the timestamps line up with any common timeout settings.
If it would be more comfortable for you you are welcome to start a ticket to our Premium Support team so that you can share the full log in a more private setting. Additionally since you are hosted with one of our premium hosting partners, we could facilitate further investigation with them directly.
I hope this helps Jennifer, we look forward to assisting you further!
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