Nothing happening when I click the restore button

  • Resolved jdaviescoates

    (@jdaviescoates)


    4 years, 1 month ago

    I’m trying to help a friend whose host has become unresponsive (not responding to any communications).

    Her WordPress site is not functioning properly (cannot delete/ install/ update any plugins, not update WordPress itself etc) but she has Backup Guard installed…

    Thankfully, I was able to create a full backup. I have created a new install of WordPress on my own server, and installed Backup Guard and have successfully imported the full backup.

    But when I click on the restore button, nothing happens.

    Help!

    Thanks,

    Josef.

Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Support Support Backup Guard

    (@backup-guard)

    4 years, 1 month ago

    Dear @jdaviescoates ,

    Thank you for getting in touch with us.

    Josef, could you, please, check the following?
    1) Please, check whether the backup file is fine or no. You can extract it with the extractor.
    To use SGBP extractor you firstly need to download and install the mentioned software on your PC.
    You can download it here:
    https://backup-guard.com/downloads/

    After installing the SGBP extractor, you need to choose the respective archive you want to extract and also choose the destination path where you want to extract.
    More details can be found in the following link:
    https://help.backup-guard.com/en/article/extract-sgbp-archive-hwyeo1/

    2) Please, check whether there is an error in Developer Tools > Console section.

    Looking forward to hearing from you.

    Thread Starter jdaviescoates

    (@jdaviescoates)

    4 years, 1 month ago

    OK, thanks. I don’t have a Windows nor MacOS machine, but I try to get access to one to give this a try and report back… thanks.

    Plugin Support Support Backup Guard

    (@backup-guard)

    4 years, 1 month ago

    Dear @jdaviescoates ,

    Thanks for the info.

    We will be waiting to hear back from you.

    Plugin Support Support Backup Guard

    (@backup-guard)

    4 years, 1 month ago

    Dear @jdaviescoates ,

    How are you?

    Have you succeeded in getting the log?

    Plugin Support Support Backup Guard

    (@backup-guard)

    4 years, 1 month ago

    Dear @jdaviescoates ,

    We haven’t heard back from you for 3 days.
    We’re marking this thread as resolved.
    Please, submit a new support thread if you need more help.

    Thread Starter jdaviescoates

    (@jdaviescoates)

    4 years ago

    Fair enough.

    I’ve only just dug out an out Windows laptop to try installing the SGBP Extractor…

    But on my first attempt it didn’t work, I think because this machine is still on Windows 7.

    I’m trying to update it to Windows 10 now, and assuming that is successfull I’ll try installing the SGBP Extractor again…

    Thread Starter jdaviescoates

    (@jdaviescoates)

    4 years ago

    OK, so I’ve updated my machine to Windows 10 but the SGBP Extractor is still giving the same error 🙁

    Unable to execute file:
    C:\\Program Files\SGBP Extractor\SGBP Extractor.exe

    Create process failed; code 216.
    This version of %1 is not compatible with the version of
    Windows you’re running. Check your computer’s system
    information and then contact the software publisher.

    I guess perhaps it doesn’t work on 32 bit systems? In which case I’ll have to try and install it on another more up to date machine…

    Thread Starter jdaviescoates

    (@jdaviescoates)

    4 years ago

    OK managed to install SGBP Extractor on my wife’s 64 bit Windows 10 machine, but the backup file doesn’t extract.

    I left the Key path and Key passphrase fields blank because afaik I don’t have any key and didn’t encrypt the backup so assume I shouldn’t need it?

    The log says:

    SGExceptionInternal: fread() failed

    Plugin Support Support Backup Guard

    (@backup-guard)

    4 years ago

    Dear @jdaviescoates ,

    Thank you for the messages.
    We are glad the installation is complete.

    Could you send the backup file to support@backup-guard.com since it may contain private information?
    Please, send it via wetransfer.com, link retrieving option.

    Please send it via wetransfer.com using the link retrieving option.
    Like this: https://prnt.sc/qr3ntv

    Thank you.

Viewing 9 replies - 1 through 9 (of 9 total)
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