Backup failed

[subscriptionadminParticipant]

Hello,

We’ve been UpdraftPlus Premium subscribers for awhile. We’re backing up to FTP. Our backups started failing this week, I don’t know why. Tried reading the log file, it says the uploads failed but I can’t see why.

I have tested the connection to the FTP backup server, it has tested connection fine and we have been able to write files to it.

I did a search in your forums and tried some of the suggestions you recommended to others (altered the split archive size in expert settings, etc.) Those actions didn’t seem to help our case.

Thanks for your assistance.

[subscriptionadminParticipant]

This reply has been marked as private.

[Dee NutbourneModerator]

Hi,

It appears that the backup is timed out or killed off just after it begins the upload attempt.
However, it does not appear that the backup is resumed as it should.

Please could you install the free WP Crontrol plugin, then go to WP-Admin->Tools->Cron Events?
Do you see any error messages on this page?

Best Wishes,
David N

[subscriptionadminParticipant]

This reply has been marked as private.

[Dee NutbourneModerator]

Hi,

Apologies for the delay.

The tasks don’t appear to have built up in a way that would suggest the scheduler is not working at all.

Please could you take a manual backup, and leave the browser page open? If possible, refresh the page every 5 minutes.
Does the backup complete within 30 minutes (or at least continue to show progress)?

Best Wishes,
David N

[subscriptionadminParticipant]

David,

No worries, thank you for your response.

I have attempted to perform a manual backup and I left the window open. The progress bar shows it is creating file backup zips (Plugins, Files, Themes, Uploads, etc.) as normal (Last log message says “adding batch to zip file” and says “approaching split limit” so it appears to be creating the backup files as normal.)

But when it gets to “Uploading files to remote storage”, it gets stuck at 0% on file 1 of 10 and does not proceed beyond this. Then it says “Waiting until scheduled time to retry because of errors.” I’ve left the window open for over an hour now, it keeps trying and erroring out. I’ve also had my coworkers hit the front end of the site to ensure the site is getting activity in case the cron jobs needed triggering.

We have it set to upload backups to our in-house FTP server. To test this was not the problem, I had another one of our websites (also running UpdraftPlus Premium) push through its backup to our FTP server manually and it succeeded. I then ran a third test with yet another of our websites (we have 6 websites on the same VPS currently running Updraft) and it succeeded as well. I have compared FTP login/password settings between the good & bad sites and they are accurate.

Quick background: We have 6 websites all running updraftplus premium and pushing automated backups to our FTP server. Two of the websites are not able to succeed, the other 4 are fine.

I have noticed when I go to “test FTP settings” on the affected sites, it says “FTP settings test result: Failure: We successfully logged in, but were not able to create a file in the given directory. This is sometimes caused by a firewall – try turning off SSL in the expert settings, and testing again. Messages: PHP event: code E_WARNING: ftp_nb_fput(): Opening BINARY mode data connection for 3a568b884de8b5b0720544f88e449d64.tmp (line 918, wp-content/plugins/updraftplus/addons/sftp.php)”

I did go into expert settings and checked the “Disable SSL entirely where possible” option, after which I re-ran the “Test FTP settings” and it then ran successfully saying it was able to connect & write to the directory. However when I manually ran the backup test, it still hangs at 0% on the upload to remote storage saying FTP chunked 1.6% upload. So it still failed.

Oddly, When I do the “Test FTP settings” on our other sites (without turning off SSL), it connects & writes to the FTP server just fine and performs the backups just fine. Scratching my head as to what changed. All of our sites are running on the same VPS and all are writing to the same FTP server. Credentials haven’t changed, server hasn’t changed. No new themes or installations. Common denominators are all the same here, real head-scratcher for us why it would continue to work on 4 of the sites but fail on 2 of them.

Thanks for your continued support on this.

I’m still leaving the window open on the attempted manual upload, it’s still retrying after errors (next resumption after -40808s)

[subscriptionadminParticipant]

* Another note: I have all of our websites scheduled to run their backups at different times so as to not overload our server. For example, they are scheduled to run backups fortnightly on alternating weekends.

Thanks!

[Dee NutbourneModerator]

Hi,

Please could you send us a copy of the manual backup log (regardless of if it has completed or not)?

Best Wishes,
David N

[subscriptionadminParticipant]

This reply has been marked as private.

[Dee NutbourneModerator]

Hi,

Do the FTP accounts for each site have a disk-space quota?
IF so, please could you check the used quota for the two affected sites?

Best Wishes,
David N

[subscriptionadminParticipant]

Hi David,

They do not, the FTP access is by user account rather than site. Each site is using the same user account to access the FTP server (in this case my personal account, which has several TBs of unused disk space).

Thanks again for your time.

[Dee NutbourneModerator]

Hi,

Apologies for the delay.

In your FTP server logs, does the initial connection attempt register? i.e. Does the failed connection reach the FTP server at all?

Best Wishes,
David N

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