BWU Support

Hi @moderator,

Thank you for doing the needful.

Innocently, the user misinterpreted the response and shared the information here rather than via the support email (one of my messages was removed). I made certain not to encourage the information and attempted to correct it as soon as possible by asking him to change the information or delete the staging site.

I assure you that I am well aware of the guidelines and will ensure that such misunderstanding does not occur.

Best Regards,

Hello,

Thank you for reaching out.

May I know if you see any error? If you’re trying to restore on a different URL, you will need the pro version for it, refer: https://backwpup.com/docs/how-to-migrate-your-site-with-backwpup/. Or else, if you’re good with coding, you can manually change the URL reference in the backup file and then try to restore.

Best Regards,

Hi,

Thank you for reaching out.

I have added this information to our reports and shared it with developers.

I assume the issue is resolved on your end. If you need further assistance, feel free to reach out.

Best Regards,

Hello,

Thank you for reaching out.

To resolve this, you can try the following steps:

1. Reinstall or update the database?– this often resolves the issue.
2. Force the value directly in the database:
   • For the review notice:
     • option_name:?backwpup_dinotopt_backwpup_notice_evaluate
     • option_value:?1
   • For the restore feature notice:
     • option_name:?backwpup_dinotopt_restore_feature_information_notice
     • option_value:?1

If it’s a multisite installation, this entry will be located in the?wp_sitemeta?table, otherwise, it will be in the?wp_options?table.

You can modify these entries through a database management tool like phpMyAdmin.

If this does not help, please send us temporary access along with FTP details directly at: support[@]backwpup[.]com.

Best Regards,

Hi,

Unfortunately, only WordPress moderators have that control to delete. In any case, best would be to change those login informations.

Best Regarrds,

Hi,

Thank you for reaching out.

The log error does not help, as it is just a safe warning. Have you tried again to restore? Check for any error in the log.

Make sure you have enough server limits so that restoring process does not time out.

Best Regards,

Hello,

Thank you for reaching out.

This is strange. Can you please try re-saving the cron jobs time and site time from Settings>General?

Also, you may try creating new backup job to see if the issue replicates.

Let us know how it goes.

Best Regards,

Hello,

Thank you for reaching out.

This is strange. Can you please try re-saving the cron jobs time and site time from Settings>General?

Also, you may try creating new backup job to see if the issue replicates.

Let us know how it goes.

Best Regards,

Hi,

It is not advisable to send sensitive information publicly. I would suggest you delete or revise above information and send those directly to our support channel at support[@]backwpup[.]com to investigate further.

Best Regards,

Hello,

Thank you for reaching out.

Yes, DB backup file name option has been removed in the latest version; refer to the changelog:?https://www.ads-software.com/plugins/backwpup/#developers.

You can refer this thread with more details and workaround: https://www.ads-software.com/support/topic/db-only-backup-sql-file-is-unnamed-and-hidden/

Best Regards,

Hello,

It seems my last reply was removed.

Please feel free to send the staging information along with steps to replicate to our support channel so we can investigate further.

Best Regards,

Hello,

Thank you for reaching out.

The Backup restore will ask for a decryption key only when you have an encrypted backup following this: – https://backwpup.com/docs/how-can-i-encrypt-backups-before-i-upload-them/.

Please make sure you are using the correct backup ZIP file, example format –?https://prnt.sc/WXnRTb1criF-. Sometimes you upload the wrong file, but the correct one is inside the ZIP you have.

Best Regards,

Hi,

Thank you for your reply.

Yes, you may ask them to check error logs where they can pin point the issue and fix it from their end.

Best Regards,

Hello,

Thank you for reaching out.

Error 5xx are server errors and mostly happen due to low resources. Please make sure you have at least 256M memory limit and 600 timeout settings.

The backup log shared is not complete. Can you please share complete log along with debug information from BackWPUp>Settings>Information? Please hide the site details.

Best Regards,

Hi,

Thank you for your reply.

As said, the issue is already under investigation.

In the meantime, have you tried the workaround and see if it helps?

Best Regards,