My Backup always fails the 1st time

Dear @ginahatz ,

Thanks for reaching out.

Could you please, send mus the backup log file of a failed backup, so we can analyze the issue?

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

How to Download the Backup Log File

Please send it via wetransfer.com using the link retrieving option.
Like this: https://prnt.sc/qr3ntv

In case you don’t have an access to your dashboard, you can download it using 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

Here is the link of the file.

https://we.tl/t-UgPwvme4k2

Dear @ginahatz ,

Thanks for the backup log.
We have checked it and as you got the error during the backup of the Database, please, try to change the following settings:

1. Navigate to the ”Settings” section and decrease the ”Number of rows to backup at once” from 10.000 to 1000:
https://prnt.sc/10lzmgb
2. From the same section, please, increase the ”Request Frequency”:
https://prnt.sc/10lzlsl

After, make sure to save the changes and run a backup again.

Please, let us know, if the suggestion helped.

Best,
BackupGuard Team

I just did as you suggested and the backup again failed on the first try.

Dear @ginahatz ,

Thanks a lot for the update.
May we have the backup log of the failed backup once again, please?

Best,
BackupGuard Team

Here is the link for the failed backup log.

https://we.tl/t-Y4xnxZZHtm

Thanks

Dear @ginahatz ,

Thanks for the log file.

May we kindly ask you to contact us via the [email protected] email address and include the support thread link so we can identify you easily?

We are asking this, since we need more information for further investigation, which can’t be shared publicly.

Looking ahead to hearing from you soon.

Best,
BackupGuard Team

I emailed [email protected] and have never received a reply back. I just logged into my wordpress and see it shows this as resolved. Unfortunately, it is not resolved. The backup still fails. How can we get this fixed? I am getting quite frustrated. I may just get rid of this plugin and find another one.

Dear @ginahatz ,

Thanks for getting back to us and sorry for the late response.

May we know the email address, which was used to contact via [email protected] email address?

Thanks,
BackupGuard Team

Hello,

This is the email address I used:

[email protected]

It looks like it’s the same one you provided me with. I have the free version. Could it be that is why they are not responding to me?

Thanks

Dear @ginahatz ,

Thanks for getting back to us.
We respond to all messages and it doesn’t matter if a user has the pro or a free version.

May we know your email address, which you used to contact [email protected]?

Thanks,
BackupGuard Team

Hello,

I would rather not say in this message, however, the email I used is the same as in my profile.

Thanks

Dear @ginahatz ,

Thanks for the update.
Please, contact us with the [email protected] email address now and send us the support thread URL, so we can identify you easily.

Thanks,
BackupGuard Team