Not making backups

Hi @doqmike I’m sorry to hear backups are not working for you, but we’re more than happy to help troubleshoot!

I created a video to say hi and to help answer your question. If you can, please watch the video here: https://youtu.be/vnBi39rKbFU

A summary of the video though, is that if you can help us get an error message, we can help further.

• If there’s a javascript error, you can right click on the page and choose Inspect, and then click Console. Copy and paste the error message here.
• Please also supply a copy of the backup log. You can do this by going to Total Upkeep > Tools > Logs > Click your latest log

Thanks!
– Brad

Hi Brad!

Such a cool way to answer to a ticket!! I love it ??

You can indeed pronounce it like doc ^^

So I have here the error in the console:
JQMIGRATE: Migrate is installed, version 1.4.1
moment.min.js?ver=2.22.2:1 Deprecation warning: use moment.updateLocale(localeName, config) to change an existing locale. moment.defineLocale(localeName, config) should only be used for creating a new locale See https://momentjs.com/guides/#/warnings/define-locale/ for more info.

And here the log file:
[2020-04-26 15:54:53 UTC] PHP Version: 7.3.16
[2020-04-26 15:54:53 UTC] WordPress Version: 5.4
[2020-04-26 15:54:53 UTC] Total Upkeep version: 1.13.3
[2020-04-26 15:54:53 UTC] Backup process initialized.
[2020-04-26 15:54:53 UTC] Starting dump of database…
[2020-04-26 15:54:53 UTC] Memory usage – limit / current / peak memory usage: 512M / 75429816 (71.94 MB) / 75465848 (72 MB)

Hi @doqmike, I’m glad you had a minute to watch the video!

JQMIGRATE: Migrate is installed, version 1.4.1 moment.min.js?ver=2.22.2:1 Deprecation warning: use

The javascript error is actually a warning, and for the sake of this issue we can ignore it. A quick question on that though… Does the page actually refresh like it says it will, or does it hang? You said it hangs, I just wanted to double check.

[2020-04-26 15:54:53 UTC] WordPress Version: 5.4
[2020-04-26 15:54:53 UTC] Total Upkeep version: 1.13.3
[2020-04-26 15:54:53 UTC] Backup process initialized.
[2020-04-26 15:54:53 UTC] Starting dump of database…
[2020-04-26 15:54:53 UTC] Memory usage – limit / current / peak memory usage: 512M / 75429816 (71.94 MB) / 75465848 (72 MB)

Do all of your logs show the last item being the start of the database backup? Or do the logs look different?

If the logs all fail during the dump of the database, can you try making a backup without the database (just for testing purposes). On the backup page, click “Custom Backup” for “Database” and choose “Exclude all”.

Thanks!
– Brad

Hi Brad,

Not all of them are the same.. Check here a few:

1.
[2020-04-20 18:49:00 UTC] PHP Version: 7.3.15
[2020-04-20 18:49:00 UTC] WordPress Version: 5.4
[2020-04-20 18:49:00 UTC] Total Upkeep version: 1.13.3
[2020-04-20 18:49:00 UTC] Backup process initialized.
[2020-04-20 18:49:01 UTC] Starting dump of database…
[2020-04-20 18:49:01 UTC] Memory usage – limit / current / peak memory usage: 512M / 75670064 (72.16 MB) / 75706096 (72 MB)
[2020-04-20 18:49:42 UTC] Dump of database complete! $status = 1
[2020-04-20 18:49:42 UTC] Memory usage – limit / current / peak memory usage: 512M / 75675536 (72.17 MB) / 78740416 (75 MB)
[2020-04-20 18:50:10 UTC] Database dump file added to file list: /home/exploca/boldgrid_backup/exploca_wp35.20200420-184901.sql / 40926316 (39.03 MB)
[2020-04-20 18:50:10 UTC] Starting archiving of files. Chosen compressor: php_zip
[2020-04-20 18:50:10 UTC] Memory usage – limit / current / peak memory usage: 512M / 84040760 (80.15 MB) / 91541608 (87 MB)
[2020-04-20 18:50:14 UTC] Total files / size archived: 12309 / 347645798 (331.54 MB)
[2020-04-20 18:50:14 UTC] Starting to close the zip file.
[2020-04-20 18:50:14 UTC] Memory usage – limit / current / peak memory usage: 512M / 84352048 (80.44 MB) / 91541608 (87 MB)

2.
[2020-04-26 12:47:05 UTC] PHP Version: 7.3.16
[2020-04-26 12:47:05 UTC] WordPress Version: 5.4
[2020-04-26 12:47:05 UTC] Total Upkeep version: 1.13.3
[2020-04-26 12:47:05 UTC] Backup process initialized.
[2020-04-26 12:47:05 UTC] Starting dump of database…
[2020-04-26 12:47:05 UTC] Memory usage – limit / current / peak memory usage: 512M / 75403584 (71.91 MB) / 75439616 (72 MB)
[2020-04-26 12:47:37 UTC] Dump of database complete! $status = 1
[2020-04-26 12:47:37 UTC] Memory usage – limit / current / peak memory usage: 512M / 75409056 (71.92 MB) / 78473936 (75 MB)
[2020-04-26 12:48:01 UTC] Signal received: 15

One time I also got the progress bar, but then after some time it stopped doing anything.. The page does refresh, but it doesn’t show the progress bar and doesn’t make the backup.

Please let me know if based on the previous logs I should still try to exclude the database.

Hi @doqmike,

Making backups can be resource intensive based on the size of your site and how busy your server is.

The 2nd log file ends with the following:

[2020-04-26 12:48:01 UTC] Signal received: 15

This means that your hosting provider (possibly https://www.gethost.nl/ ?) killed the backup. They sent a signal 15 to the backup process, also known as SIGTERM. If interested, you can read more here – https://access.redhat.com/solutions/737033

The very first log file you sent, along with the first one in your last response, show that the backup is being random stopped. Your host may be killing the backups with a kill -9 which means to kill the process without letting it first shut down. When we got the Signal received: 15 we were able to stop the backup process, but the kill -9 means the backup process has no time to do anything, it just stops.

I noticed that you’re using php_zip:

[2020-04-20 18:50:10 UTC] Starting archiving of files. Chosen compressor: php_zip

Do you have access to system_zip? You can see by going to Total Upkeep > Settings > Backup Process > Compressor. If you have access “System zip”, please select that and try again. We’ve seen it perform better at times than php_zip.

If that doesn’t help, would you be able to contact your hosting provider and ask (1) if they are killing processes on your account, and if so, (2) what specific limits are you reaching that are causing them to kill the backup processes?

For example, if you look here:

[2020-04-20 18:50:10 UTC] Memory usage – limit / current / peak memory usage: 512M / 84040760 (80.15 MB) / 91541608 (87 MB)

… Your memory limit is 512M, but we’re only getting to 87M.

I really appreciate you helping troubleshoot thus far! And if anything doesn’t make sense or if you have further questions, feel free to ask. If your host is killing processes, and they can give us further details, that would help quite a bit. We had a similar issue with DreamHost. You can read more about that here if interested: https://www.boldgrid.com/support/total-upkeep/dreamhost-without-fastcgi/

Thanks again!
– Brad

Hi @doqmike, I just wanted to follow up and see how things are going, if you’ve had time to look at this issue?