Full Account “Disappeared” After UpDraft Update Fail

  • Resolved singwell350

    (@singwell350)


    2 years, 7 months ago

    Hello,

    I had to use a separate account in order to write this forum message, so this username is not connected to the website in question (www.singwell.ca)

    We received an email notice on August 24 from WordPress for the website listed above:

    These plugins failed to update:
    – UpdraftPlus – Backup/Restore (from version 1.22.16 to 1.22.17)

    In response we ensured we were able to run 1.22.16 until the issue could be resolved — based on Updraft’s forum, we were not the only ones experiencing issues with version 1.22.17.
    I was able to log in to our admin account on the 24th and 25th and our website was fine. On the 26th – the day version 1.22.18 was released by Updraft – our website went down, and I could not log in. We did not receive an email saying that the plug-in should have been updated; I found the version release notice through Updraft’s forum. At the time we thought it could have been a network blip, but the site was still down today. I decided to pop over here and log in — I received messages saying the username did not exist and that our email address could not be recognized.

    While I don’t want to go to “worst case scenario”, from where I stand it looks like our entire account was wiped from existence. Unfortunately because of this I cannot access anything, so blocking/disabling plug-ins is not something we can try.

    Any insight would be greatly appreciated!! Thanks in advance.

    • This topic was modified 2 years, 7 months ago by singwell350.

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)
  • Moderator James Huff

    (@macmanx)

    I had to use a separate account in order to write this forum message, so this username is not connected to the website in question

    First, just to clear up some confusion, www.ads-software.com itself is in no way connected to any WordPress sites. If you’ve never posted in the support forums here before, you would indeed need to create a new account here.

    On the 26th – the day version 1.22.18 was released by Updraft – our website went down, and I could not log in.

    Access your server via SFTP or FTP, or a file manager in your hosting account’s control panel (consult your hosting provider’s documentation for specifics on these), navigate to /wp-content/plugins/ and delete the entire /updraftplus/ directory.

    This will remove the plugin causing the problem and restore your site.

    Next, I recommend reporting the problem at https://www.ads-software.com/support/plugin/updraftplus/ so the plugin’s developers and support community can help you with this.

    Thread Starter singwell350

    (@singwell350)

    Hi James,

    Thanks for your help and all of this information. It looks like it has been resolved, and it also looks like Updraft released another update today which likely helped expedite our attempt to solve whatever was going on. I’ve logged the issue with them as well.

    Best,

    SingWell’s Admin Team

    • This reply was modified 2 years, 7 months ago by singwell350.
Viewing 2 replies - 1 through 2 (of 2 total)
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