Hello @essjay88 ,
Thanks for reaching out.
I understand that backup creation is failing on your client’s website. Please accept our apologies for this inconvenience.
I see that you are using the latest Duplicator version, a recent PHP version, the latest WordPress version, and have a good Max execution time. I also understand that Duplicator Pro works well on another 1GB website that you manage.
Since servers and websites have different configurations, many things could cause failures during the backup creation. We need to understand why this specific issue is occurring and investigate it thoroughly. Please rest assured that I will do my best to help you.
Duplicator generates a diagnostic data file that is very helpful in diagnosing issues. Please refer to this page to retrieve the diagnostic data file:
https://duplicator.com/knowledge-base/how-do-i-read-the-package-build-log/
Within the diagnostic data file, you will find both the backup build error log and the trace log files. Please review these files for any errors. If you find an error, kindly provide it to us, and we will assist you in investigating the issue.
Please note that this is a public forum. Personal or sensitive information about your website should not be published here. If you are unsure about sharing any information, please contact us through the form on our Contact Us page, and we will be more than happy to assist you promptly:
https://duplicator.com/contact/?form=1
Thanks.
Hi, thanks for your response. I have downloaded the zip file via the ‘Get Diagnostic Data’ button but I only see two files in it – phpinfo.html and a small serverinfo.txt file, I don’t see any diagnostic file. The error report I see after a failed scan is many hundreds of lines long (6MB file), I have copied it to Notepad but I don’t know what I’m looking for to find a potential cause of the problem. Is there anything you can suggest please?
Please ignore this (I’m too late to remove it) … I see this right at the end of the error message “{“TotalSize”:”1.97GB”,”Status”:{“TotalSize”:”Fail”}}}[PHP ERR][ISSUE] MSG:Using ${var} in strings is deprecated, use {$var} instead [CODE:8192|” – could that be the problem do you think?
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This reply was modified 1 day, 21 hours ago by
essjay88. Reason: Silly question
Hi @essjay88 ,
We understand that you’re facing an issue that requires further investigation, and it may involve sharing log files containing sensitive information about your website. Unfortunately, such sharing is not allowed in WordPress.org forums for security reasons.
To ensure your privacy and get the necessary support, kindly contact us through the form on our Contact Us page, and we’ll be more than happy to assist you promptly:
https://duplicator.com/contact/?form=1
Looking forward to hearing back from you.
Thanks!
Hi @essjay88 ,
This is great; I am looking forward to receiving your message through the contact form.
I am marking this topic as resolved for now and will continue working with you in the ticket you create.
If anything comes up or you still need assistance, please feel free to create a new topic or reopen the current one. I am always happy to assist you.
Thanks,
Mohammed
