Support Backup Guard

Dear @sword6204 ,

Thanks for bringing the issue to our attention.

If the plugin begins to function after disabling all the plugins, it means, that there is a conflict between our plugin and one of the plugins you have installed.

By the way, have you tried to clear the website cache using any cache plugin?
It could help with the issue as well.

If there is anything else we can do for you, please, get back to us.

Best,
BackupGuard Team

Dear @iamasadtaj ,

Thanks for your honest feedback.

We appreciate it much.

May we kindly ask you to clarify what you mean by saying that the plugin does not backup and restore a lot of files?

Kindly ask you to share some details with us, so we can assist accordingly.

Best,

BackupGuard Team

Dear @stayhealthytill70 ,

We are so grateful for your positive feedback.
It is much appreciated.

We are glad to know, that we were able to assist you.

If anything else comes up, please, do not hesitate on getting back to us.

Thanks,
BackupGuard Team

Dear @imoperations ,

Thanks for confirming.

If anything else comes up, please, just let us know.

Best,

BackupGuard Team

Dear @dadams76 , @zummit , @imoperations ,

Kindly ask you to update the free version of the plugin to the latest 1.6.9.1 version, and check if that fixed the reported security issue.

Thanks for your collaboration.

Best,
BackupGuard Team

Dear @dadams76 ,

Thanks for reporting the issue.

May we kindly ask you to share the report from Wordfence, so we can check the reported security vulnerability, please?

Also, share the versions of the BackupGuard and Wordfence plugins.

Best,
BackupGuard Team

Dear @kerschi13 ,

Thanks for reaching out.

May we know, if the plugin generates the backup log?

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 “/wp-content/uploads/backup-guard/” directory.

Thanks,

BackupGuard Team

Dear @ramos09 ,

Thanks for the information.

The possible solution can be to run a custom backup and backup the Database and Files separately.

Here are the articles that may help you with the process:

How to Perform a Manual Backup of Database Using the WordPress BackupGuard plugin

How to Perform a Manual Backup of Files Using the WordPress BackupGuard plugin

Please, let us know if there is anything else I can do for you.

Thanks,
BackupGuard Team

Dear @ramos09 ,

Thanks for the backup log.

We will kindly ask you to follow the steps from the article attached above and increase the Max execution time.

Or else, please, contact your hosting provider and ask them to do so.

Currently, the Max execution time is set to 240, which is not enough to run a full backup connected with the size of the website files.

If possible, please, increase it to 1200 or more and try to run a backup again.

Let us know if that helps.

Thanks,
BackupGuard Team

Dear @dwturner ,

Thanks for the information.

May we know if you extracted the file using the Windows OS or MAC OS?

The archive can be damaged, but in order to ensure it, it will be better to try to extract it using a different OS.

Or else, you can send us the backup file, so we can extract it and check if it is indeed damaged or not

Please, let us know if the suggestion is convenient for you.

Thanks,
BackupGuard Team

Dear @ramos09 ,

Thanks for reaching out.

Please, be informed, that the Max execution time needs to be increased either by your hosting provider or by following up on the steps from the article.

However, we would like to check the backup log to ensure, that increasing the Max execution time could help.

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 in this chat – 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.

Best,
BackupGuard Team

Dear @dwturner ,

Thanks a ton for the provided files.

We assume, that the restore failed because of the low execution time:

https://prnt.sc/q5dQdG5-F9nZ

As the backup status shows as failed, the plugin won’t let you restore it.

That is why the restore icon is missing.

As from the backup log we didn’t notice any issue, here is what we suggest you do:

1. Download the backup file.

2. Extract the backup file with our SGBP extractor to ensure the file is not damaged:

To use SGBP extractor you first need to download and install the mentioned software on your PC.
You can download it here:
https://backup-guard.com/downloads/

After installing the SGBP extractor, you need to choose the respective archive you want to extract and also choose the destination path where you want to extract.

More details can be found in the following link:

How to Extract the Backup File (.SGBP)

3. Once you extract the file without any issue, please, delete the backup file from the plugin Backups section and import the downloaded .sgbp backup file from your local PC as follows:

How to Import the Backup File from the Local Machine to your BackupGuard WordPress Plugin

4. Increase the Max execution time to 1200 and try to restore the imported backup again.

Please, get back to us with the results.

Thanks,
BackupGuard Team

Dear @dwturner ,

Thanks for bringing the issue to our attention.

Could you please, send us backup and restore log files so we can analyze the issue and provide you with a solution?

You can download the mentioned log files following the instructions described in the links below:

How to Download the Backup Log File

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 them using an FTP client. All the backups and related stuff (e.g. log files) have been located in “/wp-content/uploads/backup-guard/” directory.

Best,
BackupGuard Team

Dear @txbi87 ,

Thanks for reaching out.

Please, be informed, that when the single letter on the URL or the DB prefix changes, it is considered a migration, which is not available with the free version of the plugin.

Since it is not allowed to discuss the pro features of the plugin in this forum according to the WordPress Community Guidelines, kindly ask you to contact [email protected] for further questions.

Thanks,
BackupGuard Team

Dear @swaam999 ,

Thanks a lot for sharing the issue with us.

Upon checking the log file we have noticed that you have a low Max execution time (30), which may not be enough to perform the backup of the files.

May we kindly ask you to try to increase it to the minimum (for instance, 300-600) and try to run a backup again?

And if the issue repeats, please, resend us the backup log to check.

Thanks,
BackupGuard Team