Snapshot Managed Backup not working

I set up the new Managed Backup thinking it would be easier than trying to configure Google Drive! However it doesn't work. Here is the error log and I have enabled support login if that will help. Thank you.

[snapshot][2016-09-29 01:10:02][Warning] Unable to clear log file
[Cron][2016-09-29 01:32:47][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 02:25:19][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 03:36:38][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 04:22:24][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 05:26:37][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 06:16:01][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 07:31:46][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 08:26:12][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 09:15:48][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 10:27:07][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 11:34:03][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 12:31:35][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 13:31:28][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 14:21:54][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 15:30:54][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 16:19:52][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 17:21:22][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 18:21:55][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 19:22:32][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 20:18:14][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 21:34:49][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 22:19:04][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-29 23:24:16][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 00:28:43][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 01:18:26][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 02:29:39][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 03:26:31][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 04:28:15][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 05:30:25][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 06:29:27][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 07:26:25][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 08:26:19][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 09:22:05][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 10:27:12][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 11:15:19][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 12:31:04][Warning] Immediate hook misfired, kickstart backup processing
[Cron][2016-09-30 13:31:50][Warning] Immediate hook misfired, kickstart backup processing

  • Adam Czajczyk

    Hello joan_donogh,

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

    I understand that there's no trace of backups being created in The Hub (on your WPMU DEV Account page), is that correct?

    I asked plugin's developer for a helping hand on this and I'm waiting for his replay. Please keep an eye on this thread and I'll update it as soon as I get a response.

    Kind regards,
    Adam

  • Adam Czajczyk

    Hello joan_donogh!

    But now that you mention it, yes the Hub also shows no trace of backups.

    That's what I suspected, thank you for confirming it. As I already asked the developer of Managed Backups feature of Snapshot Pro for help, let's see what he says. Please note that it can take a little more time for the developer to respond than it takes us on support forum (they deal with a lot of complex issues on daily basis) but I'll update this thread immediately when I get an answer.

    Best regards,
    Adam

  • Dimitris

    Hey there joan_donogh,

    hope you're doing good and don't mind chiming in!

    Could you please access your server through FTP, edit the wp-config.php file, find a line like
    define('WP_DEBUG', false);
    and replace it with the following (if the above line doesn’t exist, simply insert next snippet just above the /*That’s it! Stop editing… */ comment)

    // Change Snapshot file chunk size
    define('SNAPSHOT_FILESET_CHUNK_SIZE', 100);
    
    // Enable WP_DEBUG mode
    define('WP_DEBUG', true);
    // Enable Debug logging to the /wp-content/debug.log file
    define('WP_DEBUG_LOG', true);
    // Disable display of errors and warnings
    define('WP_DEBUG_DISPLAY', false);
    @ini_set('display_errors', 0);

    By doing so, we limit down the filesize chunk that Snapshot uses (default value is set to 250) and we enable WP_DEBUG, so a /wp-content/debug.log file should be created with any catchable error messages.
    You can download it, rename it to debug.txt and attach it here in your next reply, after replicating the issue, meaning after running a backup process.
    This can be done either by re-activating the auto-schedule process and wait until it triggers (you can set to daily so you won't have to wait more than a day) or by using the manual "Backup Now" action button on top the same settings page.

    Either way, please inform us about which action you followed and provide us your results on this as long as your debug log file.

    Finally, I'd like to know which hosting provider you use and what type of hosting (shared, VPS, dedicated).

    Warm regards,
    Dimitris

  • joan_donogh

    Hi Dimitri, thank you for your reply! The site is hosted with SiteGround which is very popular with WordPress users - which is why I was surprised that there was a problem (I used to have a lot of problems getting things to work with my old hosting company, and I moved to SiteGround because they are supposed to be more compatible with WordPress). It is on their Cloud Hosting package which I think is like a VPS.

    I an add the above to the wp-config - but in the meantime, SiteGround seems to have an automatic php error log and it contains the following as related to your plugin - does this help?:

    [03-Oct-2016 01:56:13 UTC] [WPMUDEV API Error] 4.2 | cURL error 7: Failed to connect to premium.wpmudev.org port 443: Network is unreachable ((unknown URL) [500])
    [04-Oct-2016 13:41:36 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [05-Oct-2016 13:36:03 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [05-Oct-2016 22:49:12 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [06-Oct-2016 13:35:04 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [08-Oct-2016 23:05:42 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [15-Oct-2016 13:53:29 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [16-Oct-2016 01:34:10 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [16-Oct-2016 22:57:54 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])
    [17-Oct-2016 01:38:24 UTC] [WPMUDEV API Error] 4.2 | cURL error 6: name lookup timed out ((unknown URL) [500])

  • Adam Czajczyk

    Hello joan_donogh!

    Thank you for your response.

    This error log is helpful as it indicates that your server couldn't connect ours. This can be caused by a number of reasons so we'll need to identify what is the main culprit here.

    Can you double-check please and tell me if you are able to install and update our plugins using "WPMU DEV -> Plugins" page of your site (the "WPMU DEV Dashboard" plugin) or is it causing any issues as well?

    Could you also please check in your hosting account control panel (or check with host's support staff) if there's any firewall active for your site/domain/account?

    Let me also know please if you are using a dedicated or shared IP for your site.

    Best regards,
    Adam

  • joan_donogh

    Hi Adam,
    Yes, I can install and update plugins in the WPMU DEV Dashboard without a problem. I have an SSL certificate on the site, so yes, it is on a dedicated IP. I don't see anything that looks like a firewall in the cPanel - I asked SiteGround but the answer I got was "give us your login and all the details so we can see if we can replicate the problem" They are usually very helpful so maybe they will be able to figure out what the problem is.

    Thanks,
    Joan

  • joan_donogh

    Hi again Adam, the guy from Siteground got back to me - he ran a test connecting to your server and provided the attached info that it worked. He asked if anything else needs to be checked on our end aside from that and how can we simulate a request as the plugin does, so that we can further troubleshoot this? (I told you they were very helpful!)

    Anyways, I have added the info Dimitris indicated above to the config file and the backup is scheduled to run tonight - I don't know if it will give a more detailed error log of what is going wrong, we will see.

  • joan_donogh

    Here is the further answer I got from Siteground: It appears that it was first failing due to a really small memory limit - 128M. I increased that and the max_execution time but it still continues to fail due to memory limit:

    Code:
    [21-Oct-2016 00:08:37 UTC] PHP Fatal error: Allowed memory size of 2147483648 bytes exhausted (tried to allocate 72 bytes) in /home/dividiva/public_html/wp-content/plugins/snapshot/lib/Snapshot/Helper/Utility.php on line 528

    The above is with memory limit set to 2GB and setting it any higher goes beyond anything which is functioning normally. If I set it any higher and your application starts using more than 2GB of memory with each visit to the site, it will take 2 people to use up the currently available ram.

    I would recommend that you check with the wpmudev team and ask them to look into why the backup plugin is using so much memory to create a backup of a site which is about 900MB in size. If you want to edit the memory limit or execution time further, you can do so from the php.ini in the public_html.

  • Adam Czajczyk

    Hello Joan!

    Thank you for all this additional informatin.

    The memory limit should be more than enough for Snapshot to proceed so there must be some underlying issue that's causing Managed Backup process to reach it that easily.

    I accessed your site and changed the settings of internal Snapshot logging so it would give us a bit more information, hopefully. The log should be filled again after the nearest scheduled backup starts.

    However, there's also one more thing worth checking as you are hosting with SiteGround. There's a "server side" cache there so if it's possible to switch it off via your server management panel, it would be great if you could give it a try. I realize that this may affect the site's performance (hopefully not much) but I'd like to check if this is affecting the process.

    Can you please try this and then let me know after the nearest scheduled backup runs?

    Best regards,
    Adam

  • Adam Czajczyk

    Hello Joan!

    Thank you for all this additional informatin.

    The memory limit should be more than enough for Snapshot to proceed so there must be some underlying issue that's causing Managed Backup process to reach it that easily.

    I accessed your site and changed the settings of internal Snapshot logging so it would give us a bit more information, hopefully. The log should be filled again after the nearest scheduled backup starts.

    However, there's also one more thing worth checking as you are hosting with SiteGround. There's a "server side" cache there so if it's possible to switch it off via your server management panel, it would be great if you could give it a try. I realize that this may affect the site's performance (hopefully not much) but I'd like to check if this is affecting the process.

    Can you please try this and then let me know after the nearest scheduled backup runs?

    Best regards,
    Adam

  • joan_donogh

    I turned off the cache and scheduled the backup for last night. Here is the error log from Snapshot. There is nothing in the server php error log or the WordPress error log:

    [Cron][2016-10-22 01:32:42][Notice] Backup ready to start
    [snapshot][2016-10-22 01:32:42][Info] Starting backup
    [snapshot][2016-10-22 01:32:42][Info] Created the backup and added the queues
    [Cron][2016-10-22 01:32:42][Info] Next process kickstart action scheduled for Sat, 22 Oct 2016 01:37:42 +0000
    [Cron][2016-10-22 01:42:23][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 03:37:02][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 03:37:59][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 04:41:42][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 06:07:50][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 06:43:52][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 07:48:22][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 09:33:37][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 09:42:46][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 10:50:24][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 11:53:07][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 12:43:09][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 13:52:47][Warning] Immediate hook misfired, kickstart backup processing
    [Cron][2016-10-22 14:38:17][Warning] Immediate hook misfired, kickstart backup processing
    [Remote][2016-10-22 14:45:25][Info] Initiate token exchange
    [Remote][2016-10-22 14:45:25][Info] Successful remote response for get-token
    [Remote][2016-10-22 14:45:25][Info] Update token with remote response
    [Remote][2016-10-22 14:45:26][Info] Successful remote response for credentials
    [Remote][2016-10-22 14:49:05][Info] Use non-expired local token
    [Remote][2016-10-22 14:49:06][Info] Successful remote response for register-settings

  • Adam Czajczyk

    Hello Joan!

    Thank you for letting me know about it. I'll stay subscribed to both these threads: to your other one in case there'd still be some help needed (though I believe it will now work just fine) and to this one if you ever decide in future to give Managed Backups another try.

    So, if you needed any more assistance with any of these two issues just let me know in one of the threads and I'll jump back in.

    Have a great day!
    Adam

  • Josh

    Hi,

    Any further insight on this issue at all?

    I'm having exactly the same issue described by Joan. Same hosting with SiteGround. Same error message:

    [Cron][2017-04-07 19:06:18][Warning] Immediate hook misfired, kickstart backup processing

    I'm running a multisite, where I have the individual sites backing up to Google Drive no problems. But it would be great to have a full multisite back up working.

    All help gratefully received,

    Josh