ANOTHER PHP EXECUTION TIMEOUT ERROR

Dear @hughmarriage ,

Thank you for opening this support thread.

Let us go step by step with the problems you reported.

1) As for the issue with the PHP execution timeout error: please, send the backup log of the failed backup to us.

You can download the mentioned log file by this article link:
https://help.backup-guard.com/en/article/download-backup-log-file-fgh0gi/

If you can’t retrieve the backup log as well, then you can use the FTP client to get it.
All the backups and related stuff (e.g. log files) have been located in “/wp-content/uploads/backup-guard/” directory.

Please send the log via wetransfer.com using the link retrieving option.
Like this: https://prnt.sc/qr3ntv

2) As for the menu disappearing: could you send a screenshot so we can see how the plugin looks on your end?

Thank you beforehand.

I’m sorry, but this is very unhelpful. I don’t have a menu, so I can’t get a log file. I cannot email a screenshot to you, as your email was no reply. All it shows anyway is that there is no Backup Guard menu.

I don’t have, or don’t know how to access, “the FTP client”.

I naively assumed that Backup Guard was a simple, user-friendly, facility which could be used by someone who wasn’t a computer professional. If that is not the case, perhaps people like me should use another plugin.

Dear @hughmarriage ,

Since there is no menu, the only way to retrieve the backup file or the backup log is by using the FTP client. Is there a person who has access to FTP?

Backup Guard is indeed simple but since the menu doesn’t work for some reason we have to turn to alternative solutions.

On another note, we asked for the screenshot from the menu.
Could you send it, please?

We need to understand how it looks on your end.

Thanks beforehand.

Thanks.

I’m afraid we have a problem. I’m not prepared to post screenshots of my dashboard &c. for all to see on the internet and you are not prepared to give me an email address I can send them to.

So I cannot see how we can make progress.

Dear @hughmarriage ,

We understand your concern.
You can contact us at [email protected] or else send a message via Live Chat from here. https://backup-guard.com/

We are more than ready to assist you with every communication means possible.

Looking forward to hearing from you.

Thanks for contacting me separately and for all your help with this.

Following your advice, I deactivated and re-activated Backup Guard and the menus returned. I am grateful to you for that. It wasn’t that easy because for some reason the plugin buttons had disappeared too (I have no idea why); but I updated Backup Guard to 1.4.7 and that seemed make the buttons reappear.

As a result, I was able to get a full back today without difficulty. I think this indicates that the issue is now resolved, perhaps mainly as the result of the upgrade to 1.4.7.

Dear @hughmarriage ,

Thank you too for collaboration so far.

It is greatly appreciated.

We will be happy to assist you further with each inquiry you may have.

Take care.