Managed Backups Failure

I have Snapshot installed on this site with managed backups enabled, but the managed backups keep failing. I got an email from WPMUDev regarding this problem saying that there was an "error when attempting full site backup."
I've been having the same problem with a related site on the subdomain portal.evanhcpa.com.

I would appreciate it if you could help with this issue so that I can backup these two sites.
Thanks,
Eric Hilton

  • Bamboo Kit
    • Staff

    Hello, Eric

    I hope you're well today and thank you for reaching out to us.

    Would you mind allowing the support access both of the sites so I can have a closer look at this? to enable support access you can follow these steps below:

    1. Log in to the WordPress Admin Panel for your site (go to the Network Admin dashboard if on Multisite), and then navigate to the “Support” page from the WPMU DEV menu item (WPMU DEV -> Support -> Support Access)

    2. Click the “Grant Support Access” button in the Support Access panel.
    For more information about Granting Support Access please read this guideline: https://premium.wpmudev.org/docs/getting-started/getting-support/#chapter-5

    After you have granted access, please inform me on this ticket.

    Please also provide me the FTP or cPanel login details:
    Note: Don't leave your login details in this ticket.
    Instead, you can send us your details using our contact form https://premium.wpmudev.org/contact/#i-have-a-different-question and the template below:

    Note: Don't change selected topic in the dropdown, just leave it at "I have a different question".

    Subject: "Attn: Bamboo Kit"
    - Site login URL
    - WordPress admin username
    - WordPress admin password
    - FTP credentials (host/username/password)
    - cPanel credentials (host/username/password)

    Thank you and keep me updated.

    Kind regards,
    Bamboo

  • Eric
    • Flash Drive

    I've granted support access for both sites. I've also sent you the cPanel login details via the link you gave me, as well as the WP admin logins. I did not send the FTP credentials. I assume cPanel access will be adequate.

  • Bamboo Kit
    • Staff

    Hello, Eric

    Thank you for your reply.

    After checking thought both of your sites and throughout the files in cPanel, I have tried to add some custom rules in wp-config to force Snapshot run with the larger files but the back up seems to be stuck no matter what rules I used, So I narrowed down to inspect that the issue here is coming from your server I/O usage and Physical Memory Usage are full and it causing this snapshot issue.

    In order to fix this, please let me know that what hosting plan are you using?

    Is it shared hosting or VPS? What is your servers Hardware? If it's shared hosting it depends upon your other websites that share the same resources.

    You might find the following article regarding I/O Usage, helpful:
    http://hosting-marketers.com/news/2015/05/06/what-is-disk-io-usage-and-why-on-my-cpanel-it-shows-it-in-full-red/

    If it's a VPS you might find the following article helpful in troubleshooting:
    https://forums.cpanel.net/threads/troubleshooting-high-server-loads-on-linux-servers.319352/

    In WordPress, you can make use of plugins like P3 Performance Profile, and Query Monitor to have a better understanding of where your server resource gets distributed:
    https://wordpress.org/plugins/p3-profiler/
    https://wordpress.org/plugins/query-monitor/

    These should help figure you out how your server performs, and it should help in figuring out what could be causing these overload.

    Also, contact your current host to investigate this further if you've tried the above methods already. After this issue is sorted, please try to run another manage backup again then see if there is any issue left, if so please let me know so I can assist you further.

    Here is a screenshot of your current I/O and Physical Memory usage.

    Hope this helps, thank you.

    Kind regards,
    Bamboo

  • Eric
    • Flash Drive

    Hi Bamboo,

    This a standard A2 Hosting shared hosting account. I think the problem is that there are a huge number of emails on the server, 23.88 GB's worth (123,805 emails).

    Do think I can fix the problem simply by deleting most of the emails?

  • Bamboo Kit
    • Staff

    Hello, Eric

    Thank you for your reply.

    Yes, removing all those unnecessary emails would help your server I/O usage back to normal and work properly, however, I would suggest you upgrade your server plans to prevent this issue in the future or you can try out our hosting by simply migrate your site to us. Using a simple plugin call Shipper Pro or by using our Migration tools in the hosting panel.

    For further information please visit: https://premium.wpmudev.org/hosting/
    https://premium.wpmudev.org/docs/hosting/overview/

    Hope this helps, thank you.

    Kind regards,
    Bamboo

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