Cannot Restore Snapshot - Help!

This client site has been hacked and I am attempting to restore from a backup, but getting a generic error message.

I use Google Drive to store my backups, so I downloaded the one I wanted to restore and placed it in the appropriate directory on the server and imported it. Each time I attempt to restore the Snapshot, I get an error but it doesn't tell me what is wrong.

I already allowed support access on the site, so if you could take a look and let me know what the problem is, I'd appreciate it. The client's site is broken, so this is an urgent thing for them.

Thank you!


  • James Morris

    Hello rtracewell,

    I hope you are well today.

    I see you have a snapshot listed from February 5, 2017 2:08 am. Is this the snapshot you wish to import?

    Also, in order to help you better with your issue, would you please grant me access to your site and server?

    Please visit the Contact page and complete the form with the following information:

    Subject: "Attn: James Morris [URGENT]"

    In the Message box, please provide the following:

    - link back to this thread for reference
    - any other relevant urls

    - Admin login:
    Admin username
    Admin password
    Login url

    - Hosting Control Panel Login
    Admin username
    Admin password
    Login url

    - FTP credentials
    (and port if required)

    Best regards,

    James Morris

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