READ THIS BEFORE POSTING (Support Policy Known Issues)

Hi there, thanks for using BackWPup! We appreciate you are here for support and would love to get solved any issue you’re having. However, there are a few things we’d like you to be aware of regarding our commitment here.

Please read this post completely before posting your support request.

Free Support

We’ll usually be answering topics here on Wednesdays, with additional sessions on other days during week whenever possible. Please understand that as a growing small business we can’t provide the resources to monitor these forums 24/7.

When posting a new topic, please make sure to provide details needed for us to analyze what’s going on. Such details would often include a log file, however, please don’t post any sensible data publicly! Remove any usernames from paths in your log, leaving only their relevant parts. For example:

DON’T: /home/p09876/public_html/wp-content/uploads/
DO: /…/wp-content/uploads/

In order to keep these forums readable, please use code formatting for any log exceprts or error messages. Mark any text to be formatted as code with your cursor and press the code button above your text editor field. Or use backticks directly.

Please avoid “spaghetti” posting, that is, don’t comment on a thread just saying you have the same issue. Instead, either monitor said thread (you can subscribe to topics via e-mail), or feel free to open a new one. When you do open a new topic and you’ve already seen one that’s possibly related, please do include a link, but also describe what the issue looks like for you, and provide details such as a log file.

For orgnaizational purposes we’ll mark any thread that has been inactive for 1 month or longer as RESOLVED. If you find that being your thread, feel free to open a new one and link back to the old one for context.

PRO Support

As paying customers are what keeps our company alive, healthy, and able to keep providing open source software for free, we hope you understand that we absolutely prioritize BackWPup PRO support at our own forums. Paying BackWPup PRO customers have 24/7 access to our helpdesk at https://marketpress.com/support/forum/backwpup-pro/.

Other than these forums here, BackWPup PRO support is not limited primarily to identifying bugs. As a PRO customer, your happiness is our main goal. Our dedicated support staff will do everything to get your BackWPup configurations up and running when you need help. Our forums also provide a private topic option in case you’d rather keep anything you post between you and our team.

Known Issues
BackWPup will run stably on most server environments. However, there are a couple of known issues with certain settings in regards to interacting with servers or third-party APIs.

Job restarts due to inactivity for more than 5 minutes.
The “inactivity for more than 5 minutes” issue probably is the most common one when running BackWPup on a shared hosting environment. It comes as a _Warning_ in the log file of your backup job:

> WARNING: Job restarts due to inactivity for more than 5 minutes.

The issue here usually is related to server-side script execution time, e.g. when BackWPup is trying to compress a particularly large file (> 100MB).

For a solution, try experimenting with your settings in _BackWPup → Settings → Tab: Job_, mainly with _maximum execution time_.

Signal “SIGTERM” is sent to script
SIGTERM means the server send a termination request to the backup script. For a solution, try setting _maximum execution time_ in _BackWPup → Settings → Tab: Job_ to 30 or 20.

Host does not allow BackWPup
Some web hosts have entirely blacklisted BackWPup and other backup plugins. This is not because anything is wrong with our plugin, but because said hosting companies have their own backup services in place for their customers.

If you find your web host does not allow BackWPup as a plugin, we recommend for you to get in touch with them and ask what your alternatives are.

https://www.ads-software.com/plugins/backwpup/