Support Backup Guard

Dear @hmmcrunchy ,

We are sad to see a review like this ??
However, please, allow us to clear up some points for you.

Connected the format of the backup, please, be informed, that SGBP is smaller because we have removed many unnecessary headers that .zip had. So the size will decrease depending on the number of files the archive has. If it has a lot of files, then the difference will be higher.
SGBP can support files bigger than 4GB. Normal .zip format, if it’s not 64 and you are on a 32-bit processor environment, cannot support more than 4GB of size. We don’t have that limitation.
We store very important information in the archive, which helps the plugin to easily work with the backup whenever you want. This is also an important feature, which we cannot achieve with .zip.

We assume, that you have tried to migrate from one subdomain to another one, which is available with the pro version only, as when the single letter from the subdomain or wp prefix changes, it is considered a migration, which comes with the pro version of the plugin.

We are sincerely sorry for the inconvenience caused.

If there is anything we can do for you, please, let us know.

Best,

BackupGuard Team

Dear @martinasmore ,

Thanks for reaching out.

We have checked the restore log file and seems, we have found the cause of the issue.

Kindly ask you to navigate to the Settings section of the plugin and exclude the following two Database tables to be backed up:

iofc_options and option_name

Please, do it as follows:

How to Exclude a Database Table from Backup via the WordPress BackupGuard Plugin

Once the new backup is ready, please, try to restore it and let us know how it worked.

Best,
BackupGuard Team

Dear @dwturner ,

Thanks for the information.

It is possible that the issue can be a result of the conflict between our plugin and one of the plugins or themes you have.
To figure that out, may we ask you to deactivate all the plugins you have and in case the issue is fixed, by activating the plugins one by one, locating which plugin causes the conflict.

With the same logic, please, try to check the conflict between our plugin and the installed themes.

However, we understand if you wouldn’t want to deactivate your plugins and switch themes on a production site, so it may be preferable that you set up a staging environment for your tests.

Some popular web hosts offer quick setups for a staging site so please contact your web host for assistance. If your web host does not offer staging sites, [this article](https://yoast.com/help/how-to-create-a-staging-environment-for-your-wordpress-site/) will help you create a staging site.

Please, keep us updated about the results.

Best,
BackupGuard Team

Dear @dwturner ,

Thanks for reaching out.

We are sorry to hear you are facing an issue.

May we kindly ask you to share the current version of your plugin, please?

Also, would like to suggest the following:

1. Uninstall the plugin
2. Delete the website cache with the possible cache plugin
3. Install the plugin again

Check, if that helps with the issue.

We are waiting for the update.

Best,
BackupGuard Team

Dear @cromata ,

We are so sad to see your review.

We would very much like to hear back from you, so we can do everything to improve your experience with the plugin, as, with the updates of the plugin, we released some new features and indeed, did bug fixes to improve the plugin’s performance.

May we ask you to share some more details about the missing features you would like to have, please?

Your feedback is too important to us.

Thanks,
BackupGuard Team

Dear @imoperations ,

Thanks for the information.

In order to be able to assist further, please, send the screenshot of the System Info. file to [email protected] email address:

https://prnt.sc/ecjdMMf_YRUB

Looking ahead to hearing from you soon.

Best,
BackupGuard Team

Dear @imoperations ,

Thanks for the reply.

May we know, if you have tried to use the plugin with the private mode of the browsers as well?

Also, may we ask you to share the plugin version with us?

Thanks,
BackupGuard Team

Dear @oakhollowabby ,

Thanks for getting back to us.

May we ask you to confirm the version of the plugin?

Also, have you tried to clear the cache using any cache plugin?

Reinstalling the plugin may also help with the issue.

Kindly ask you to try the above-suggested steps and get back to us with the update.

Best,
BackupGuard Team

Dear @imoperations ,

Thanks for getting back to us.

May we know, if you have tried to reinstall the plugin?
If you didn’t, please, go ahead and reinstall the plugin to see if that helps.

On another note, it is possible that the issue can be a result of the conflict between our plugin and one of the plugins or themes you have.

To figure that out, may we ask you to deactivate all the plugins you have and in case the issue is fixed, by activating the plugins one by one, locating which plugin causes the conflict.

With the same logic, please, try to check the conflict between our plugin and the installed themes.

However, we understand if you wouldn’t want to deactivate your plugins and switch themes on a production site, so it may be preferable that you set up a staging environment for your tests.
Some popular web hosts offer quick setups for a staging site so please contact your web host for assistance. If your web host does not offer staging sites, [this article](https://yoast.com/help/how-to-create-a-staging-environment-for-your-wordpress-site/) will help you create a staging site.

Please, keep us updated about the results.

Best,
BackupGuard Team

Dear @oakhollowabby ,

Thanks for reporting.

May we know, if the backup log is generated?
If it is, could you please, send us the backup log file, so we can analyze the issue?

You can download the mentioned log file following the article below.

How to Download the Backup Log File

You can use https://wetransfer.com/ to send the file to us (the Get a Link option).

Click here – https://prnt.sc/174oX-9Hspki
Choose the Get Transfer Link option and then place the link here –
https://prnt.sc/_lQH0Rh20sme

In case you don’t have access to your dashboard, you can download it using an FTP client. All the backups and related stuff (e.g. log files) have been located in the “/wp-content/uploads/backup-guard/” directory.

Thanks,
BackupGuard Team

Dear @imoperations ,

Thanks for reaching out.
We are sorry to hear, that you are facing an issue.

Kindly ask you to try to clear the website cache with the cache plugin you might have and see if that helps with the issue.

If the issue persists, please, try to uninstall and install the plugin again.

Let us know if any of the suggestions helped.

Best,
BackupGuard Team

Dear @cybagirl ,

Thanks for bringing the issue to our attention.

Kindly ask you to send us the full restore log file, so we can analyze the issue for you.

You can download the mentioned log file following the article below:

How to Download the Restore Log File

You can use https://wetransfer.com/ to send the file to us (the Get a Link option).
Click here – https://prnt.sc/174oX-9Hspki
Choose the Get Transfer Link option and then place the link here – https://prnt.sc/_lQH0Rh20sme

In case you don’t have access to your dashboard, you can download it using an FTP client. All the backups and related stuff (e.g. log files) have been located in “/wp-content/uploads/backup-guard/” directory.

Thanks,
BackupGuard Team

Dear @iceninexp ,

We appreciate the honest feedback.

It’s a pleasure to have you among our customers.

We will be glad to assist if anything else comes up.

Best,
BackupGuard Team

Dear @vlad88tm ,

Thanks for reaching out.

May I kindly ask you to try extracting another backup file to check if you see the same error message?

If the error repeats, please, try to use another OS to install the SGBP extractor and extract the files.

Give it a try and let us know about the results.

Best,
BackupGuard Team

Dear @jennylye ,

Thanks for getting in touch.

We are glad to know, that the updated version of the plugin helped you with the resolution.

If anything else comes up, please, get back to us.

Best,
BackupGuard Team