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Backups Troubleshooting

You can configure notifications of your backup status. If you have selected "After every backup" or "Only on failure" you will receive a notification if your backup fails.

Backups

Common Error Messages and Workarounds


ERROR: Unable to connect to FTP server (incorrect user or pass)
ERROR: Unable to connect to SFTP server (incorrect user or pass)

User or password provided for the connection is incorrect.


ERROR: Unable to complete. Disconnected from server 3 times in a row. Please check with your hosting company.

FTP/SFTP connection dropped 3 consecutive times. This is caused by a server timeout or connection issue on the hosting side. You may try switching FTP to SFTP.

Server timeout may happen when your website has too much files or the server is overloaded. Usually the solution is to raise the default webserver, PHP handler or/and PHP settings for timeouts or skip heavy directories.


ERROR: Unable to validate your site home directory (sucuri backup test failed).
ERROR: Unable to validate your site home directory
ERROR: FTP home directory: your_directroy doesn't exist.
ERROR: Unable to connect to your website. We tried '/dir_name' as home directory. Your Firewall, a plugin or .htaccess settings might be blocking us.

FTP/SFTP credentials are either incorrect or the website is offline or does not live on the FTP/SFTP server provided. If you\’re using a CDN/WAF/proxy make sure it\’s not blocking the Backups server. The code below on top of your .htaccess file may help if the cause of the issue is some sort of redirection:

# Allow Sucuri Backups
<ifmodule mod_rewrite.c="">
 RewriteRule ^sucuri-(.*).php$ - [L]
</ifmodule>

WARNING: No database found for your site.
WARNING: Cannot read config file your-config.php, check file permissions. No database backup created!
WARNING: Auto-detecting database info from your-config.php failed. No database backup created!
WARNING: Unable to select database your-config.php. Incorrect permissions for user your-config.php
WARNING: Unable to connect to database using your-config.php
ERROR: Unable to connect to database.

Backup was unable to find/connect to the database so you\’ll need to configure the Database Backup via Cron Job/Scheduled Tasks or using the Manual option.
This could also indicate the Backup process was interrupted. Make sure your web server, PHP handler and PHP settings timeout values are high enough as well.


WARNING: Unable to upload script for database backup. Please check permissions.

Unless your hosting plan/server disk is full, this happens when the "docroot", such as public_html for example, does not have full read/write permissions. It could also indicate the FTP/SFTP connection worked but the website is not acessible for the Backups server.


WARNING: No temporary database dump found for your site. Please double check your settings.

No database dump was found at "sucuri-backups" folder. Make sure your Cron Job/Scheduled Tasks has the correct credentials and is saving the database dump on the correct location.


ERROR: Unable to connect to FTP server (timeout)

FTP server provided is either incorrect or blocking the connection with the Backups server. Check the "FTP hostname" field and make sure the Backups server IP address is whitelisted.


WARNING: Invalid database backup zip.

Make sure your Cron Job/Scheduled Tasks is working, this is usually experienced when the dump file has 0 kb size.


WARNING: Unable to move database zip from downloading folder.  
WARNING: Unable to move database zip from custom downloading folder.

Website folder is probably not writable, make sure the docroot, such as public_html for example, has full read/write permissions.


WARNING: Unable to backup your database

Database backup didn\’t work, it\’s usually followed by another error message.


WARNING: Unable to clean database backup temp dump files!
WARNING: Unable to clean backup temp script!
WARNING: Unable to create database backup file. Permission denied.
ERROR: Unable to upload script for test. Please check permissions.

Website folder or "sucuri-backups" directory is probably not writable, make sure they have full read/write permissions.


WARNING: There was an error querying the database.
ERROR: #1062: Duplicate entry 'XXX' for key 'PRIMARY'

Database is not returning correctly. Please peform a database maintenance to make sure everything is correct with the database. If you are trying to auto restore the database, you must download the database backup and perform the restore manually.


WARNING: Unable to connect to database (database) Error 1045: Access denied for user 'user'@'server' (using password: YES)

The credentials provided for the Database Backup is incorrect or the database server is not allowing the connection from the Backups server.


ERROR: Unable to complete. Your site plan reached 100%, and your backups will be now stopped. Please upgrade your plan or contact support for help.
ERROR: Unable to complete. Error processing your plan. Please contact support for help.
ERROR: Internal error (unable to create directory). Please contact support for help.

Backup system issue, please contact our support.

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