500 error after backup

Tagged: 500 error

This topic has 4 replies, 2 voices, and was last updated 7 years, 11 months ago by Richard.

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January 11, 2017 at 1:30 pm #188608

Richard
Participant

Hi…

Prior to updating two plugins, the system did a backup which took an extremely long time (52 minutes) compared to usual.

I received an email message that the backup was successful, but now I get a 500 error when trying to access the site, which is currently off the air.

I would appreciate information on how to proceed.

Many thanks.
–Richard E

January 11, 2017 at 1:54 pm #188612

Richard
Participant

Have now purchased 24 hr phone/Skype support. Please advise how to proceed.

Thanks!

–R

January 11, 2017 at 3:21 pm #188633

Richard
Participant

It turns out that all our sites were down. Our hosting provider says that this was because Updraft Plus on the one site had spawned so many ZIP processes that it had effectively shut the server down. The processes were killed and the sites came back up. Two ZIP processes started again but so far the problem has not recurred.

Please advise how to address this issue.

Thanks,
–R

January 11, 2017 at 7:56 pm #188675

Dee Nutbourne
Moderator

Hi Richard,

Please could you submit a new support ticket through our customer support form? This will ensure that your case is associated with your support package.

Please can you include the latest backup log for the site that generated multiple Zip processes?
Could you also include your Skype contact details?

If you ask for the issue to be assigned to David Nutbourne, I will be my top priority.

Best Wishes,
David N

January 12, 2017 at 10:40 am #188764

Richard
Participant

Carried out as requested and awaiting advice on next steps.

Thanks,
–R
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