Snapshot not working

I have tried to create a managed backup and a local backup several times.

The managed backup took about an hour, the last I noticed it had gotten past step 40, but next time I checked, it said it had failed due to.... but then gave no reason or error.

The local backup got to the 2nd last step, backing up files, and stalled at the plugins.... then just returned a messed up screen of mixed up css from the previous frozen screen mixed with the sites home page.

I am wanting to do an initial backup before I use defender to harden the site and make some database prefix alterations, but seems I'm not going to be able to use snapshot pro.

I have a stupid deadline, so will revert to backwpup and keep moving forward. Access has been granted, I hope you guys can help me figure this out, I'd like to be using the managed backup asap.

p.s. will you guys open this up to amazon cloud drive?

Thanks

Jeff

  • Dimitris

    Hey there jeff,

    I hope you're having a beautiful day and thanks for reaching us! :slight_smile:

    I just inspected your website after you kindly provided us support access, and I realised that you have pretty low memory limit allocated to PHP (current setting is 40MB). Could you please access your server through FTP, edit wp-config.php file and add next line right before the /* That's it! Stop editing... */ commnet?
    define( 'WP_MAX_MEMORY_LIMIT', '256M' );
    Reference: https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP

    I already went ahead and changed the debug information level for you in Managed Backups settings to "error" level for all instances (default, cron, remote, queue).
    Feel free to either create a manual backup (I know that this may need lot of time, just leave the tab open until finishes) or let the next cron trigger the scheduled backup (Saturday October 8, 2016 at 11:00pm. your server time). Hopefully the error log will provide us with valuable data if the error persists. :slight_smile:

    I look forward for your results of this, warm regards,
    Dimitris

  • jeff

    Hi there Dimitris,

    Thanks for this, but I believe my max_memory_limit was already 256M, while the wp_memory_limit was 40M... Screenshot attached of system info prior to amended config.php

    having said that, I don't really know the difference between these two. I added that as you said.

    I have another site that will attempt an automated backup tonight, so I have set those instances to error logging too. Both sites are on the same host, so let's see.

    Thanks again, fingers crossed.

  • Andrew

    Hey I think i found the issue, in your screenshot you have the max memory limit to 256 but the memory limit also has to be 256 not just the max, the site will not go above 40 unless you tell the coding to do that the max i think is just for instances of a burst for need of computing power, since this is a plugin and i am almost sure it is not programmed to do burst events then it will follow the standard 40, go ahead and try that and see if it works.

  • Adam Czajczyk

    Hello!

    While we are waiting for the debug logs let me just explain the different between WP_MEMORY_LIMIT and WP_MAX_MEMORY_LIMIT :slight_smile:

    The starting point is that any script on the server can use only that much of a memory that's granted to PHP. Let's say that it's up to 256M.

    Most of the scripts won't even bother to check this but WordPress does. Here comes the WP_MEMORY_LIMIT: if it's not defined WP assumes some value which is usually very low and not sufficient for most of the complex tasks. That's 40M on most servers.

    When you set the WP_MEMORY_LIMIT you raise that limit. This is the setting that affects entire site - both front-end and back-end. If you set it to 256M that will be the amount of memory allowed to be used by WordPress.

    If you set it to a value higher than PHP is granted, then the real available memory will be the same as granted to PHP.

    How does that related to WP_MAX_MEMORY_LIMIT?

    The WP_MAX_MEMORY_LIMIT can be used to increase or decrease the memory limit but for the admin side only (backend). It doesn't affect front-end at all.

    Usually the "WP_MAX_MEMORY_LIMIT" is higher than the "WP_MEMORY_LIMIT" because backend/background tasks can be more "resource-hungry". Still though, it's often good to keep the "WP_MAX_MEMORY" limit (front-end) higher as well.

    I hope that makes sense :slight_smile:

    Best regards,
    Adam

  • Dimitris

    Hello jeff,

    hope you're doing good today! :slight_smile:

    Okay, so I also added:
    define( 'WP_MEMORY_LIMIT', '256M' );
    to my wp-config.php...
    However in the wpmudev/support/wordpress information it is still displaying as 40M

    Could you please contact your hosting provider to double check that this is not getting overridden somehow in a server layer? Even though, as my colleague Adam mentioned, this is used in frontend pages and the 'WP_MAX_MEMORY_LIMIT' constant should do the trick for procedures under /wp-admin like the Snapshot backups.

    One of my sites automatically backed up, I am running a managed backup on the other now.

    I'm glad that the automatic backup finished successfully, please keep us posted if you're still experiencing issues.

    Take care,
    Dimitris

  • Adam Czajczyk

    Hello Jeff!

    I accessed your site (the one assigned to this thread) and I could see the message about backup running.

    I have deactivated automated backups, changed error reporting settings to show us even more information and enabled backups again.

    Please also add following lines to the "wp-config.php" file:

    define("WP_DEBUG", true);
    define("WP_DEBUG_LOG", true);
    define("WP_DEBUG_DISPLAY', false);

    Make sure that these lines are above the "/* That's all, stop editing! */" line. This will turn on internal WordPress debugging.

    Let's then wait again until the next scheduled backup. Give it please a bit more time (like 2-3 additional hours) and then please download the "debug.log" from "/wp-content" folder of your server, rename it to the "debug.txt" and attach to your replay here.

    I'll then review the WP debugging log (debug file) and Snapshot log and hopefully this will point us in a right direction.

    Keep us also updated about what your host says, please!

    Best regards,
    Adam

  • Milan

    Hello Jeff,

    Hope you are well today and won't mind me chiming here. :slight_smile:

    I took a look at your debug log file and can confirm that its not revealing that much information as we required here to debug further. So it would be great if you can contact your hosting provider and ask them to provide server logs. Also try to check with them if there is any issue from server side.

    Look forward to hearing back. :slight_smile:
    Best Regards,
    Milan

  • Milan

    Hello jeff

    Hope you are well today and thanks for server logs.

    Server logs shows that on your installation, there are two errors which needs to be fixed as soon as possible. :slight_smile:

    #1) Syntax error in your php.ini file and,
    #2) Client denied by server configuration.

    #1) Syntax error in your php.ini file and,
    So for this would you please check your php.ini file and specifically its first line because log shows that there is issue at first file.

    PHP:  syntax error, unexpected '(' in /home/usename/public_html/php.ini on line 1

    If there is any unnecessary brackets, please remove it.

    #2) Client denied by server configuration.
    This error indicates that user identity is required to access directory/ies on server. Mostly this can be fixed by replacing this line of code in Apache's httpd.conf file,

    Require all denied

    with this one

    Require all granted

    I can see that, most of errors are coming from /wp-content/ and /uploads folder of your WordPress installation. So you can use something like this,

    <Directory "/path/to/your/wp-content/directory">
       Require all granted
    </Directory>

    Its best that you contact your hosting provider and ask them to do this for you or fix this error for you. :slight_smile:

    Let me know how it goes. :slight_smile:
    Best Regards,
    Milan

  • jeff

    Hey Guys,

    I got the logs today, please find them attached.

    I have another support thread open, regarding not being able to save settings in hummingbird via chrome:
    https://premium.wpmudev.org/forums/topic/hummingbird-minification-settings-wont-save#post-1156397

    The thread asked me to get my host to flush their cache for my site and see if that helped. My hosting suggested I hold back on flushing the cache until after giving you guys the logs.

    Is it okay to get them to flush the cache yet?

    Thanks for all your help

    Jeff

    Should

  • jeff

    Hey Predrag

    No apology necessary, my mistake not reading the advisory in my haste.

    I have had my hosting flush the cache, although that was for the hummingbird support thread so I'll update that thread accordingly.

    Regarding snapshot managed backup, the automatic backup is constantly running according to the message on the admin, but I'm yet to complete a snapshot. Did the server logs illuminate any potential problems with regards to this issue?

    Might flushing the cache help here? Should I cancel the ongoing backup and reset it? I have renewed access to the site for your support.

    Thanks for all the help

    Jeff

  • Dimitris

    Hey there jeff,

    it seems we're still in the same place here, at least considering Managed Backups.

    Could you please deactivate the managed backups.

    Afterwards, access for server via FTP, edit wp-config.php file and insert next line just above the /* That's all, stop editing! Happy blogging. */ one

    if (!defined('SNAPSHOT_FILESET_CHUNK_SIZE')) define('SNAPSHOT_FILESET_CHUNK_SIZE', 100);

    Then go ahead and reactivate managed backups and wait for them to trigger (choose a daily frequency). Spare them some time and check the status couple of hours later.

    I look forward for your results on this! :slight_smile:
    Take care,
    Dimitris

  • jeff

    Okay, I deinstalled then reinstalled Snapshot and tried to run a manual backup from the managed backup interface.

    (when I deactivate and delete a plugin from WP, it still appears in the wpmudev interface and it's impossible to reinstall the plugin. Yesterday I had to deinstall and reinstall the wpmudev admin plugin to actually reset everything and allow me to reinstall the deleted plugin - that's crazy. Today I reinstalled from a previously created backup zip of the plugin)

    The backup ran for about half and hour, then reset to the same messed up page that I initially reported. When I reloaded the page, no snapshot had been taken.

    The log is as follows

    [snapshot][2016-10-17 06:19:02][Info] Starting backup
    [snapshot][2016-10-17 06:19:02][Info] Created the backup and added the queues
    [Queue][2016-10-17 06:19:05][Notice] Fetching [250] files as chunk 1
    [snapshot][2016-10-17 06:19:05][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:07][Notice] Fetching [250] files as chunk 2
    [snapshot][2016-10-17 06:19:08][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:10][Notice] Fetching [250] files as chunk 3
    [snapshot][2016-10-17 06:19:13][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:15][Notice] Fetching [250] files as chunk 4
    [snapshot][2016-10-17 06:19:19][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:21][Notice] Fetching [250] files as chunk 5
    [snapshot][2016-10-17 06:19:25][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:27][Notice] Fetching [250] files as chunk 6
    [snapshot][2016-10-17 06:19:31][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:33][Notice] Fetching [250] files as chunk 7
    [snapshot][2016-10-17 06:19:38][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:40][Notice] Fetching [250] files as chunk 8
    [snapshot][2016-10-17 06:19:49][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:19:51][Notice] Fetching [250] files as chunk 9
    [snapshot][2016-10-17 06:20:03][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:20:04][Notice] Fetching [250] files as chunk 10
    [snapshot][2016-10-17 06:20:19][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:20:21][Notice] Fetching [250] files as chunk 11
    [snapshot][2016-10-17 06:20:33][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:20:35][Notice] Fetching [250] files as chunk 12
    [snapshot][2016-10-17 06:20:48][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:20:51][Notice] Fetching [250] files as chunk 13
    [snapshot][2016-10-17 06:21:06][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:21:08][Notice] Fetching [250] files as chunk 14
    [snapshot][2016-10-17 06:21:23][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:21:25][Notice] Fetching [250] files as chunk 15
    [snapshot][2016-10-17 06:21:42][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:21:44][Notice] Fetching [250] files as chunk 16
    [snapshot][2016-10-17 06:22:00][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:22:02][Notice] Fetching [250] files as chunk 17
    [snapshot][2016-10-17 06:22:20][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:22:22][Notice] Fetching [250] files as chunk 18
    [snapshot][2016-10-17 06:22:39][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:22:41][Notice] Fetching [250] files as chunk 19
    [snapshot][2016-10-17 06:23:01][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:23:03][Notice] Fetching [250] files as chunk 20
    [snapshot][2016-10-17 06:23:24][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:23:26][Notice] Fetching [250] files as chunk 21
    [snapshot][2016-10-17 06:23:52][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:23:53][Notice] Fetching [250] files as chunk 22
    [snapshot][2016-10-17 06:24:17][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:24:19][Notice] Fetching [250] files as chunk 23
    [snapshot][2016-10-17 06:24:44][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:24:46][Notice] Fetching [250] files as chunk 24
    [snapshot][2016-10-17 06:25:12][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:25:15][Notice] Fetching [250] files as chunk 25
    [snapshot][2016-10-17 06:25:46][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:25:49][Notice] Fetching [250] files as chunk 26
    [snapshot][2016-10-17 06:26:17][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:26:20][Notice] Fetching [250] files as chunk 27
    [snapshot][2016-10-17 06:26:49][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:26:52][Notice] Fetching [250] files as chunk 28
    [snapshot][2016-10-17 06:27:25][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:27:28][Notice] Fetching [250] files as chunk 29
    [snapshot][2016-10-17 06:28:00][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:28:02][Notice] Fetching [250] files as chunk 30
    [snapshot][2016-10-17 06:28:34][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:28:36][Notice] Fetching [250] files as chunk 31
    [snapshot][2016-10-17 06:29:07][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:29:09][Notice] Fetching [250] files as chunk 32
    [snapshot][2016-10-17 06:29:41][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:29:43][Notice] Fetching [250] files as chunk 33
    [snapshot][2016-10-17 06:30:15][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:30:18][Notice] Fetching [250] files as chunk 34
    [snapshot][2016-10-17 06:30:52][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:30:55][Notice] Fetching [250] files as chunk 35
    [snapshot][2016-10-17 06:31:30][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:31:33][Notice] Fetching [250] files as chunk 36
    [snapshot][2016-10-17 06:32:13][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:32:15][Notice] Fetching [250] files as chunk 37
    [snapshot][2016-10-17 06:32:53][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:32:56][Notice] Fetching [250] files as chunk 38
    [snapshot][2016-10-17 06:33:39][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:33:42][Notice] Fetching [250] files as chunk 39
    [snapshot][2016-10-17 06:34:23][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:34:25][Notice] Fetching [250] files as chunk 40
    [snapshot][2016-10-17 06:35:07][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:35:12][Notice] Fetching [250] files as chunk 41
    [snapshot][2016-10-17 06:35:54][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:35:57][Notice] Fetching [250] files as chunk 42
    [snapshot][2016-10-17 06:36:39][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:36:42][Notice] Fetching [250] files as chunk 43
    [snapshot][2016-10-17 06:37:26][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:37:28][Notice] Fetching [250] files as chunk 44
    [snapshot][2016-10-17 06:38:13][Info] Successfully processed backup files chunk
    [Queue][2016-10-17 06:38:16][Notice] Fetching [250] files as chunk 45

    I don't see any error logged, it just ends.... and it's always at chunk 45....

    I have three domains on this host, and snapshot is taking managed backups of the other two fine. I really need a fix for this.

    Thanks

    Jeff

  • Predrag Dubajic

    Hi Jeff,

    Could you provide us with FTP or cPanel access so we can investigate this further.

    You can send us your details using our contact form https://premium.wpmudev.org/contact/ and the template below:

    IMPORTANT: Make sure you select "I have a different question" for your topic so it doesn't go back to forums - this and the subject line ensure that it gets assigned to me.

    Subject: "Attn: Predrag Dubajic"
    - Site login url
    - WordPress admin username
    - WordPress admin password
    - FTP credentials (host/username/password)
    - cPanel credentials (host/username/password)
    - Link back to this thread for reference
    - Any other relevant urls

    Best regards,
    Predrag

  • jeff

    Yes I can provide all of those details.

    I will create a WordPress Admin User for you, but I thought that the Access I granted via the support page in the WPMUDEV Dashboard gave you the ability to operate the WordPress install with admin access?

    From the dashboard I can see that Nastia accessed my site at 11.43, and in the Defender Audit Logs there is a record of a Guest user with an IP of 172.68.62.47 adjusting my user Admin meta tokens at that time.

    Then a few minutes later, my Admin account being used from that same IP address (172.168.62.47) deactivated a plugin.

    I am happy to give you guys access of course for support, but figure granting wordpress admin rights is redundant if your support access grants you this level of privilege?

    Not sure if Nastia is working on this support ticket or another one, but right at this moment my site isn't loading any .css or .js. The files that were being loaded from the Hummingbird cache can't be located. (failed to load resource error)

    It's just after midnight Shanghai time here, so no problem. But I do need that site looking back to normal by 8am China time. The client has a meeting tomorrow and will likely refer to the site.

    Generally, I thought it was safest to duplicate the install and debug on a localhost. Anyway, I appreciate all the help.

    :slight_smile:

    Jeff

  • Predrag Dubajic

    Hi Jeff,

    I can see that your site looks normally now so it seems that has been fixed in the meantime?

    As for admin login, our support access doesn't only have limitation on days it's available for, it also has session time per login, because of this I could get logged out during the backup process, especially during tests like this where I tried to create multiple backups.

    Unfortunately I was unable to get it working but I tried gathering as much info as possible and forwarded this to our dev guys so they can be checking it out and see what's causing this on your end.
    Please note that developers deal with more complex and unusual issues like this one and response might be slower than usual staff response, so we appreciate your patience on this.

    Best regards,
    Predrag

  • jeff

    Hi Predrag

    No problem about the Devs, I understand.

    Actually, the site looks normal because I deactivated Hummingbird. Even after support reactivated super-cache, the site wouldn't load properly.

    In the inspector I saw that the browsers were trying to load minified .js and .css files that didn't match those in the hummingbird cache. I deactivated super-cache and removed it's config additions and this still persisted. I tried reconfiguring hummingbird and clearing browser and cloudflare cache, but it was still trying to load the wrong files.

    In the end I deactivated Hummingbird and turned on cloudflare minification for now. It is a temporary fix, I'm doing two days consult on another project, I'll come back to this site tomorrow and see if I can get Hummingbird back up. I also have a memcached plugin set up, I think that might have been the problem but I ran out of time, so did this.

    I have 3 domains on the same hosting, all using the same set of plugins (as you can see from the hub), but for some reason the other 2 domains run snapshot, hummingbird and hustle fine, but this site just isn't having it...

    I will wait to see what the Devs say, but if we can't get it working smoothly I may nuke it delete the install and database, trash the domain folder from cpanel, even redirect the url, and reset it all up again from scratch.

    Cheers Jeff

  • Dimitris

    Hey there jeff,

    hope you're having a beautiful day!

    If the later issue you posted here isn't in another thread of yours, please proceed and create a new one.
    https://premium.wpmudev.org/manuals/using-wpmu-dev/how-to-open-a-support-ticket/
    https://premium.wpmudev.org/manuals/using-wpmu-dev/the-good-support-ticket/

    As long as you have distinct threads for your issues we'll handle them separately even though it might seems that these are connected.

    About the initial topic here, as Predrag notified our Second Level Support team, we should spare them some time until they provide us some insights. :slight_smile:

    Warm regards,
    Dimitris

  • Lindeni Mahlalela

    Hello Jeff.

    I hope you are having a great day so far. I am really sorry for the delay on our side regarding this issue with snapshot.

    I noticed it has been a long time since this thread was created and a long time since the last reply. I would like to help but I have to confirm if you still need help regarding this issue. The plugin has been updated several times since, I just want to know if those updates made any difference or the issue still persists.

    If the issue still persists after the updates, please let us know and we will be happy to assist in anyway possible. If you need help please let us know and resend the login details if they have changed and we will have a look into this and help resolve it.

    To send your login details, go to our secure contact form and choose "I have a different question" for your topic then enter details as follows:

    Subject: "Attn: Lindeni Mahlalela"
    - Site login url
    - WordPress admin username
    - WordPress admin password
    - FTP credentials (host/username/password)
    - cPanel credentials (host/username/password)
    - Link back to this thread for reference
    - Any other relevant urls

    Once we have all this information we will take it from there.

    I hope you enjoy your day further.

    Cheers,
    Mahlamusa

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