502 error no matter how many limits we raise or remove (using ngix)

  • Resolved squelfland

    (@squelfland)


    1 year, 4 months ago

    Hi there staff. I’m currently trying to use the free version of the plugin to do my first backup restore. I have the backup stored locally on my computer and I’m trying to restore from there.

    Some background: this is a large file. My blog currently sits at around 16 GB. We’re using ngnix on a local server, and have tried upping or disabling size limits and timeout limitations in every place imaginable, either making them 20 G or disabling them altogether. I wish I’d kept better track of all the places in which we made changes via PuTTY, but we definitely did everything suggested in your help file and way beyond. Currently, the backup reaches 100% before failing with a 502 error. Here is what the log says:

    nginx error log
    /var/log/nginx/squelfland.subrosian.com.error.log
    2025/05/16 02:02:30 [error] 1058#1058: *4 recv() failed (104: Connection reset by peer) while reading response header from upstream, client: 1.2.3.4, server: squelfland.subrosian.com, request: "POST /wp-admin/admin-ajax.php?action=ai1wm_import&ai1wm_import=1 HTTP/2.0", upstream: "fastcgi://unix:/var/run/php/php83-fpm.sock:", host: "squelfland.subrosian.com", referrer: "https://squelfland.subrosian.com/wp-admin/admin.php?page=ai1wm_import"

    php error log
    /var/log/php8.3-fpm.log
    [16-May-2025 06:51:08] WARNING: [pool www-php83] child 25733, script '/var/www/squelfland.subrosian.com/htdocs/wp-admin/admin-ajax.php' (request: "POST /wp-admin/admin-ajax.php?action=ai1wm_import&ai1wm_import=1") execution timed out (300.821968 sec), terminating
    [16-May-2025 06:51:08] WARNING: [pool www-php83] child 25733 exited on signal 15 (SIGTERM) after 300.930556 seconds from start
    [16-May-2025 06:51:08] NOTICE: [pool www-php83] child 26153 started

    Does anything here give you any idea of where we might still be going wrong? We’ve spent a couple of days up until 3-4am trying to sort this out. Would really appreciate your assistance. I see in your review replies that you go out of your way to help users of the free plugin struggling with these issues. I’m crossing my fingers here, as I would love to support you guys right now but I am in a really bad place and the cost of the plugin is not (currently) feasible for me.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author Yani

    (@yaniiliev)

    1 year, 4 months ago

    Hi there,

    Thank you for reaching out and for the detailed background. It’s clear you’ve put a lot of effort into troubleshooting this.

    From the error logs you’ve provided, it appears the issue is not with the plugin itself but rather with the server environment, specifically PHP timeout and process handling. The execution timed out and connection reset by peer messages point to limitations or instability in your current server configuration during the restore process.

    Unfortunately, since every server setup is different and highly specific, we’re unable to provide support for system-level configuration (e.g. nginx, PHP-FPM, file system limits). Our support scope is focused on issues directly related to the plugin’s functionality.

    That said, one way to avoid these system-level limitations is to use our Unlimited Extension, which enables importing large backups via drag-and-drop without hitting the constraints of server upload limits or execution timeouts. This is the easiest and most reliable method when dealing with backups of your size (16GB+).

    We completely understand your situation and wish we could assist more directly. If circumstances allow in the future, the Unlimited Extension will significantly simplify large site restores like this one.

    Thanks again for using the plugin. We truly appreciate your support.

    Thread Starter squelfland

    (@squelfland)

    1 year, 4 months ago

    Hey Yani,

    I understand. I figure if my partner who is a dev and well versed on this stuff couldn’t easily figure it out after hours of trying it probably wouldn’t be something you could help with given how specific server settings can be.

    Let me ask you a question if you don’t mind. I really need a restore option that is perfect: one click done, something I can do weekly, maybe multiple times a week. I need my site to look as it does on WordPress.com (where I backed up from) with the only exception being the plug-ins that are part of my Business plan which will naturally not work or transfer. Barring issues due to that, let’s say I do buy the plugin and I am unable to restore my blog properly without having to manually update stuff in my database and theme customizations, etc. Would this entitle me to a refund? I may bite the bullet as long as I know that, should it not work for me, I could get a refund.

    I’ve been trying different alternatives for about 2 weeks. Very little sleep. If I do go with you guys, I would need at least that assurance. I’m a freelance illustrator so the cost of the plugin amounts to several full days of work for me.

    • This reply was modified 1 year, 4 months ago by squelfland.
    Plugin Author Yani

    (@yaniiliev)

    1 year, 4 months ago

    I completely understand how exhausting this process can be, especially when time and work are on the line.

    To clarify, we partner with WordPress.com and ensure that our plugin works smoothly for transferring sites from and to WordPress.com, as well as to other providers. In most cases, the migration is one click and you’re done. We don’t offer automatic refunds for digital products, but we’re reasonable. If something truly doesn’t work after trying everything(talking to our customer support), we’re always here to help and make it right.

    If you have more questions about the Unlimited Extension or other paid products, please reach out to our support team directly: https://servmask.com/contact-support
    These forums are intended only for the free version of the plugin, and our support team will be able to assist you more thoroughly regarding paid extensions.

    Appreciate your interest and hope we can help you get this resolved soon.

    Thread Starter squelfland

    (@squelfland)

    1 year, 4 months ago

    Hey Yani, I have a follow-up question. I’m starting to realize that I am confused about terms. As I now understand it, a backup is to restore a site to the original location. I want to be able to regularly migrate my squelfland.com (hosted by WordPress.com) site to https://squelfland.subrosian.com/ (hosted in our local server). I know there will be hiccups: in the local copy, my Jetpack enabled features won’t work. But, things like whatever URL replacements need to occur in the database, etc, I need a one-click way to handle this. Is your plugin a solution for me in this regard? Do I need a license both for squelfland.com and for my local copy? I guess that would make it cost prohibitive since I am struggling with one license, but if one solved my problem, I’ll probably pull the trigger on it.

    Plugin Author Yani

    (@yaniiliev)

    1 year, 4 months ago

    Please reach out to our support team directly: https://servmask.com/contact-support
    These forums are intended only for the free version of the plugin, and our support team will be able to assist you with these questions.

Viewing 5 replies - 1 through 5 (of 5 total)

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