If Backups are failing on your client’s website, follow the steps below.
Once you’ve tried all of these steps, if Backups are still failing, log in to your account and contact our support team.
PHP version
Backups will almost certainly fail if your client’s website is running an outdated and unsupported version of PHP.
Action: Make sure PHP is at least version 8.0.
Website size
It’s possible that the size of the website has increased dramatically since the most recent successful backup and it’s now too big for Glow’s backup process to complete inside the timeout limits.
Action: Check the website and server for any big files that may have been added since the most recent successful backup and consider removing them.
Server blocking access
The most common reason that backups fail, is that we’re being blocked by the server where your client’s website is hosted.
Action: Whitelist our IP address on the server: 18.171.1.94.
Security plugin blocking access
It’s also possible that a security plugin installed on your client’s website is blocking our access.
Action: Whitelist our IP address on the server: 18.171.1.94.
Cloudflare
Occasionally, for sites that have Cloudflare installed, our access is blocked.
Action: Whitelist our IP address on the server: 18.171.1.94.
Timeout before backup process can complete
Depending on the PHP settings on your client’s website, it may be that timeout limits are being reach before Glow can complete the backup.
Action: Increase the values of the .user.ini (or php.ini, depending on the name) file in the root of the server
You can add the following lines (or amending the existing ones) to:
- memory_limit = 512M
- upload_max_filesize = 256M
- post_max_size = 256M
- max_execution_time = 300
- max_input_vars = 3000
If the .user.ini (or php.ini) file is not present in the root, you might need to create it first and then set the values above.