Backup has completely shut down my website

Hi @sukalo, I’m really sorry to hear you lost access to your site. We’re eager to help.

Just to confirm, you clicked “Backup site now” and then your website crashed? Can you explain a little more of what happened?

How do i get my website back?

To get your site back online, we need to find out what the error message is and fix it. Do you have an error message you can share with us? Newer versions of WordPress email the site’s administrator a copy of the latest error message if there was a crash.

Thanks,
– Brad

I recently downloaded another plugin and said about using you as a backup, it install the zip file then i clicked back up and it crashed both my websites and i now cannot log into my host to access FTP to disable your plugin. The website seems to load and cut of.. i got into the dashboard then to plugins area then i disabled your plugin and crashed again.

Well it seems to have unlinked my domains with the wordpresses as i have 2 and the host login has crashed and just keeps loading.

Hi @sukalo, I’m more than happy to help, but I still have a lot of questions unfortunately. Based on what you’ve said so far, it really does sound like you should contact your hosting company for help on this first. Your WordPress site should not be breaking your ftp login or your host’s control panel login. If those are not working, it sounds like something your host needs to look at first.

I recently downloaded another plugin […]

What was the other plugin?

[…] i clicked back up and it crashed both my websites
Can you explain what crashed means? Are you getting a blank screen? Are you getting an error message?

[…] now cannot log into my host to access FTP to disable your plugin

Your WordPress site usually is not going to cause any changes that will lock you out of FTP access. That sounds like a separate issue that you may want to contact your hosting provider about.

Well it seems to have unlinked my domains with the wordpresses

Can you explain what this means? It makes me think of DNS changes. I did a whois lookup of your domain…

    Registrar:
        1&1 Ionos SE [Tag = 1AND1]
        URL: https://www.1and1.co.uk

    Relevant dates:
        Registered on: 12-Mar-2020
        Expiry date:  12-Mar-2022
        Last updated:  13-May-2020

    Registration status:
        Registered until expiry date.

    Name servers:
        ns1065.ui-dns.org
        ns1079.ui-dns.com
        ns1116.ui-dns.de
        ns1121.ui-dns.biz

… it appears to be a valid domain, and DNS changes have not been made since May 13.

[…] the host login has crashed and just keeps loading.

Your WordPress site should not affect your hosting provider’s login at all. You may want to contact your host regarding this issue.

I have managed to get the website back. I had to contact my host to get me access a different way then delete your plugin from the FTP. As soon as I did that the website, host and everything else came back. Not sure what happened but i wont be using that plugin again.

Total Cache was the plugin that suggested i use you.

Hi @sukalo,

[…] then delete your plugin from the FTP. As soon as I did that the website, host and everything else came back.

I’m really sorry that Total Upkeep caused a problem with your site, but I’m glad to hear you got it resolved! I’d really like to find out what happened so we can fix it and prevent it for others. Were you by chance able to get any error messages?

Error Details
=============
An error of type E_ERROR was caused in line 51 of the file /homepages/41/d819853706/htdocs/clickandbuilds/WordPress/myreptileuk/wp-content/plugins/boldgrid-backup/admin/class-boldgrid-backup-admin-usage.php. Error message: Uncaught Error: Class ‘Boldgrid\Library\Library\Usage\Notice’ not found in /homepages/41/d819853706/htdocs/clickandbuilds/WordPress/myreptileuk/wp-content/plugins/boldgrid-backup/admin/class-boldgrid-backup-admin-usage.php:51
Stack trace:
#0 /homepages/41/d819853706/htdocs/clickandbuilds/WordPress/myreptileuk/wp-includes/class-wp-hook.php(287): Boldgrid_Backup_Admin_Usage->admin_init(”)
#1 /homepages/41/d819853706/htdocs/clickandbuilds/WordPress/myreptileuk/wp-includes/class-wp-hook.php(311): WP_Hook->apply_filters(false, Array)
#2 /homepages/41/d819853706/htdocs/clickandbuilds/WordPress/myreptileuk/wp-includes/plugin.php(478): WP_Hook->do_action(Array)
#3 /homepages/41/d819853706/htdocs/clickandbuilds/WordPress/myreptileuk/wp-admin/admin.php(170): do_action(‘admin_init’)
#4 {main}
thrown

Hi @sukalo thank you so much for looking and getting us a copy of that error message! This looks like something we can fix relatively quick, I just have two more questions for you please:

1. Is Total Upkeep the only BoldGrid plugin that you were running, or were you running another BoldGrid plugin such as the BoldGrid Post and Page Builder plugin?

2. Did you download Total Upkeep using the link in W3 Total Cache, or did you download it some other way?

Thanks again!
– Brad

1. Other than the w3 no other plugin

2. Through w3 link yes

Hi @sukalo, I know you’ve moved on past Total Upkeep, but for anyone else reading this I just wanted to chime in with a final note…

Without having access to your account to troubleshoot further, it’s a bit difficult to find out what happened. Based on the error you provided, however, we just released Total Upkeep 1.13.5 which should properly handle the error rather than fail with a fatal error and lock you out of your site.

Again, I’m sorry this happened. I appreciate you giving us the error message so we could take steps to improve the plugin!

Thanks again,
– Brad