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How to fix Snapshot Managed Backup "Error Response"?

I have tried a few times tonight to do a Managed Backup on this multisite installation but I keep getting “Aw shucks, something went wrong :slight_frown: Instead of the beautiful response we expected, we got this: <empty response>”

Any advice for what I can do?

Sun, 4 Dec 2016 5:13:45
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Snapshot Pro
  • Nithin Ramdas
    • Support Wizard

    Hi taneya_koonce,

    Hope you are doing good today. :slight_smile:

    It seems like the support access is disabled, to troubleshoot this issue further, I would like to check your website, and it’s configuration. If its okay for you then please grant support staff access so I can take a closer look. You can grant access from WPMU DEV > Support > Support Access > Grant Access, or check this manual: http://wpmudev.com/manuals/wpmu-dev-dashboard-enabling-staff-login/

    Please let us know once you enable access, so that we could get this sorted. Have a nice weekend. :slight_smile:

    Kind Regards,

    Nithin

  • Rupok
    • Ex Staff

    Hi taneya_koonce,

    Thanks for granting Support Access. I logged in and went to "Dashboard > Snapshot > Managed Backup" section of your site but it seems like the secret key is not entered there. Please check the attached screenshot for reference.

    [attachments are only viewable by logged-in members]

    Can you please enter your secret key there, save and let us know so we can try to take a managed backup and try to regenerate the issue on your site? We can investigate after we can regenerate the issue because we will need to check log data after that error is shown.

    Please let us know when you are done. We will be glad to investigate further the to resolve the issue for good.

    Have a nice day. Cheers!

    Rupok

  • Kasia Swiderska
    • Support nomad

    Hello taneya_koonce,

    Please try increasing memory limits – especially max_execution_time (to at least 180) https://wpmudev.com/blog/increase-memory-limit/

    Your current limits can be found in WPMU DEV -> Support -> System Info.

    Also please try adding this line to your wp-config.php file:

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

    before line

    /* That’s all, stop editing! Happy blogging. */

    But before you do that change make sure that no manual backups are running and automated backups are disabled. Then run manual backup.

    Let me know if this works.

    kind regards,

    Kasia

  • taneya_koonce
    • Flash Drive

    I contacted my hosting company and they updated my php.ini file to have a max execution time of 3000 and the memory limit up to 512. I also added the line of code to my wpconfig file. Automated backups are disabled, but the manual backup still did not work – I received the same error.

    Here are my php.ini settings

    ; Maximum execution time of each script, in seconds

    ; http://php.net/max-execution-time

    ; Note: This directive is hardcoded to 0 for the CLI SAPI

    max_execution_time = 3000

    ; Maximum amount of memory a script may consume (128MB)

    ; http://php.net/memory-limit

    memory_limit = 512M

  • Kasia Swiderska
    • Support nomad

    Hello taneya_koonce,

    I checked your current limits and they are still the same:

    [attachments are only viewable by logged-in members]

    Your current limits in WPMU DEV -> Support -> System Info.

    Please contact your hosting provider to increase them as it doesnt look they did that.

    If it still wont work after those limits will be higher another reason is plugin conflict. Then please run a quick plugin conflict test as illustrated in getting support manual (flowchart).

    http://wpmudev.com/manuals/using-wpmu-dev/getting-support/

    kind regards,

    Kasia