No Weekend Support, No Restore via Chrome

  • I had used this plugin without problem for a year or so. Backups performed flawlessly and it’s easy to use. However, I had a site crash on a weekend and restore repeatedly failed. I contacted tech support and did not get a response until Monday. The response was inadequate in that it referred to an issue I already resolved and stated so in my request for help. I was using the Chrome browser and finally decided to try another browser- in this case Safari. This time my backup worked. However, my website was down for the weekend and I thought this service was designed to prevent such things. I have since changed back-up services to one that allows me to use my own location to store my files- more expensive but much safer.

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  • Plugin Author myRepono

    (@ionix)

    Our sincere apologies for the difficulties you experienced, and the delayed support response you received!

    We are not yet able to provide 24/7 technical support due to the costs involved, however we do endeavour to provide the highest level of support and aim to respond to all enquiries as quickly as possible. Please note we provide an ‘Urgent Restoration’ contact option which we prioritise over all other messages to ensure we assist users with disrupted websites as quickly as possible. Currently technical support is available from 9am to 8pm (BST) Monday to Friday, and from 10am to 6pm (BST) Saturday to Sunday.

    We are aware that when using the Apple Safari web browser and performing a restoration of a large quantity of files (over 50,000) then due to Safari’s limitations the browser can fail to retrieve the restoration log correctly, resulting in an AJAX connection error message. In this case your restoration will be processed as normal, but you will be unable to view the restoration log until your restoration has completed – the current task/progress information should remain available. However, as you mentioned you experienced this issue using Google Chrome and not when using Apple Safari – this contradicts the reports of many other users as we are not aware of any other users experiencing this issue when using Google Chrome or Mozilla Firefox, and therefore we advised you accordingly.

    We are already working to update the myRepono restoration system and expect this issue to be resolved in full within 7 days – ensuring the restoration log is available in all web browsers irrelevant of the quantity of files being restored.

    Please note, backups are available for download without using the restoration system, and we provide extensive guidance for performing manual restorations without using myRepono’s automated restoration system.

    Thank you for using our service, and for taking the time to provide us with feedback!

    If you have any further questions, comments or feedback, please don’t hesitate to get in touch.

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