General Issues (Installation, Support Number, Backup)

[ReinisteiniParticipant]

Hi!
I purchased Premium yesterday, but never got any kind of email to confirm my purchase. (I purchased through paypal account of my father, may that be the problem?). So I have no number, but did send an email to the paid support with a screenshot of my confirmed order. I had to make up a support number in order to send it, so please do not delete it right away :)

I got me that plugin so I can backup my site before updating to WordPress 3.6. (I´m using WP Multisite) Now it tells me, that I have to update WP first in order to get the Multisite Add on of Updraft.
I tried already to backup with the free version of updraft – but didn´t receive any files in my dropbox account although there are 2 “Collection available” signs in my Updraft BAckup Setting – Section. I´m currently downloading one of them.

I looked into the log file, and it tells me that there is an dropbox error. See the original text below:

---

0000.030 (4) Cloud backup selection: dropbox
0000.033 (4) Beginning dispatch of backup to remote
0000.033 (4) Dropbox: begin cloud upload
0000.034 (4) Dropbox: access gained
0189.035 (4) Dropbox error: exception occurred whilst getting account info: couldn’t connect to host
0189.036 (4) Dropbox: Attempt to upload: backup_2013-08-11-1344_Reinhard_Steiner_Photography_9a7e8050eadb-plugins.zip to: backup_2013-08-11-1344_Reinhard_Steiner_Photography_9a7e8050eadb-plugins.zip
0000.000 () Opened log file at time: Mon, 12 Aug 2013 06:41:41 +0000

---

HELP!!!

Thank you!

– R

[udadminKeymaster]

Hi Reinhard,

Thanks for the purchase! No need to double-post issues – I was just replying to your support ticket; it just creates more work and slows me down if I have to read it twice. If in doubt, just use the forum – then it won’t be subject to possible emails going missing. Check your spam folders! Your order number was 2080 – you can find this in your account by logging in at https://updraftplus.com/my-account/

> Now it tells me, that I have to update WP first in order to get the Multisite Add on of Updraft.

I don’t understand this one – can you send me a screenshot, please? (Use https://snag.gy if it helps). I don’t understand because I’m not aware of any message of that kind which could come from UpdraftPlus itself. There’s a general requirement for WordPress 3.2 – but that’s not just the Multisite add-on – that’s everything. (Though we have some people using 3.1 without problems – we just haven’t tested from before that).

> I looked into the log file, and it tells me that there is an dropbox error. See the original text below:

The error is here:

0189.035 (4) Dropbox error: exception occurred whilst getting account info: couldn’t connect to host

That’s a network connectivity error. When UpdraftPlus initiates the connection to Dropbox, it fails – Dropbox can’t be reached from your webserver. That may be temporary – in which case you should just try again. Or, if it still happens, then you need to contact your web hosting company, because it’s an issue in theri connectivity.

David

[ReinisteiniParticipant]

Hey!
Thank you for your quick and helpful message!
Will only post here from now on.
How can I upload fotos in here? Sorry – very bad newbie you have to deal with here ;-)

[udadminKeymaster]

Hi,

I don’t think the forum allows uploading of photos – use https://snag.gy instead; it’s very easy.

David

[ReinisteiniParticipant]

Thank you David!
Snaggy for some reason didn´t work, but I now knew what to look for, so here´s the screenshot:

[ReinisteiniParticipant]

When I Click on “please update the plugin in order to get it” I´m forwarded to the WP update – Site.
Of course I bought Updraft in order to BACKUP my site BEFORE I update :)

[udadminKeymaster]

Hi Reinhard,

Though it takes you to the WP screen which shows all available updates, you don’t need to install any of them apart from the UpdraftPlus update. i.e. Don’t update WordPress – just update UpdraftPlus. It’s quite safe to do that – it won’t decide to update WP for you if you don’t tell it to.

David

[ReinisteiniParticipant]

Hey!
I understand what you mean, but unfortunately, I don´t see a Updraftplus – Update at the WP update screen. Only two other plugins can be updated.
Do I have to update it in my multisite network dashboard or the specific site dashboard?

Here´s a screenshot from my network update screen not showing updraft:

[ReinisteiniParticipant]

And here´s a screenshot from the specific site I´m trying to install updraft on. I opened the plugin screen to show you that no updraft plugin is visible there either:

[udadminKeymaster]

Hi,

I’ve sent you an email with a version that you can upload, so that you can escape the troubles of the WP updater! Please check your email.

Best wishes,
David

[ReinisteiniParticipant]

Hey David!
Thank you so much for your help! I really appreciate.
And I´m sorry to say, that it didn´t change anything.
I deleted both plugins (backup & addons), and reinstalled backup through wordpress search and install screen, and afterwards installed the file you sent me for the addons.
No changes.
Still telling me that I need to “update the plugin in order to get it”
no clue…

[udadminKeymaster]

Hi,

The plugin I sent was to be installed *instead* of installing UpdraftPlus through the WordPress search/install screen. Do this:

1) Uninstall UpdraftPlus (leave “Addons” alone)
2) Install the plugin I sent

That was all – that should then show all your addons as available.

David

[ReinisteiniParticipant]

### Begin System Info ###

Child Theme: N/A

Multi-site: Yes

SITE_URL: https://www.reinhard-steiner.at/photography
HOME_URL: https://www.reinhard-steiner.at/photography

Headway Version: 3.4.11
WordPress Version: 3.5.1

PHP Version: 5.3.27
MySQL Version: 5.1.66
Web Server Info: Apache
GD Support: Yes

PHP Memory Limit: 69M
PHP Post Max Size: 132M

WP_DEBUG: Disabled
Debug Mode: Disabled

Show On Front: page
Page On Front: 98
Page For Posts: 20

Amount of Posts: ~3
Amount of Pages: ~6
Amount of Blocks: ~78

Responsive Grid: Enabled

Caching Allowed: Yes
Caching Plugin: No caching plugin active

SEO Plugin: No SEO plugin active

Operating System: Windows
Browser: Mozilla Firefox
Browser Version: 22.0

Full User Agent:
Mozilla/5.0 (Windows NT 6.1; WOW64; rv:22.0) Gecko/20100101 Firefox/22.0

WEB FONTS IN USE:
None

ACTIVE PLUGINS:
None

### End System Info ###

[udadminKeymaster]

Hi,

Do you want to email your WP login details to me at [email protected], and then I can install the plugin for you?

Best wishes,
David

[ReinisteiniParticipant]

Oh! Sorry!! It worked, David. THANK YOU SO MUCH!!
Really appreaciate your quick response and big help.
I already am convinced that it was the right desicion to buy updraft :)
Best
– R

[Author]

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