It seems I'm always having a problem with this snapshot at the second last part when it comes to backing up the website.

I've used snapshot and worked couples of times until past two week now,

and when you see the image I've attached it always get stuck at plugins and/or 72% (files: 5/7)

  • Adam Czajczyk
    • Support Gorilla

    Hello Elizxer,

    I hope you’re well today and thank you for your question!

    I checked your site and I can confirm the issue. I can see that the snapshot stops on media files just like you described.

    Let’s start with basic troubleshooting then. Please follow these steps:

    1. Modify Snapshot settings to exclude media files and see if it goes through or stops at other point; after that test get back to original/current settings;

    2. Add following line to the “wp-config.php” file and check if snapshot is completed then:


    The line should be placed above the “/*That’s all, stop editing!*/ line.

    3. If above didn’t help, on “Snapshot -> Settings” page switch to Zip compression from PclZip

    Let me know about results of each of these steps please.

    Best regards,


  • Dimitris
    • Support Star

    Hey there Elizxer,

    hope you’re having a beautiful day and don’t mind skipping in! :slight_smile:

    I tried all types of setting you asked me to do and nothing works.

    From 40M to 256M and then PCLZIP to ZIPArchive.

    Did you try to exclude media files and try again, like Adam mentioned?

    If so, in which part did the backup process stuck?

    Looking forward for your insights! :slight_smile:

    Warm regards,


  • Dimitris
    • Support Star

    Hey again,

    I just realised that Adam made a small mistake as it’s not the media files that were freezing but the plugins files.

    Can you please create a new snapshot (I can see that there isn’t any at the moment), leave plugins files out and test again?

    Kind regards,


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