Restoring Total Upkeep Backup leads to Logins Not Working

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  • May 11, 2023 at 5:35 am #88225
    Will
    Guest

    Hi Total Upkeep! (Brandon : )

    Something is up with Total Upkeep – it seems to properly create a backup on the Source website, but after successfully Restoring it on the Destination website, the admin passwords do not work.

    Can you suggest any way to troubleshoot/fix this issue?

    May 11, 2023 at 5:40 am #88268
    Brandon C
    Keymaster

    Hi Will!

    Thanks for reaching back out with your Total Upkeep questions! I apologize, I may have gotten to this contact late but if you take a look at the latest response in our last thread it looks like I answered this for you.

    Can you let us know if that works? We look forward to hearing from you!

    May 11, 2023 at 12:20 pm #88303
    Will
    Guest

    Hi Brandon!

    Thanks for getting back to me. I did as you suggested in the other thread and tried using the email and even resetting the password. Neither worked.

    I then used mysql to create a new administrator using these steps:

    How to Add a New WordPress Admin User via MySQL – No Dashboard Access

    This also didn’t work. No matter what I do, the response is:
    ERROR: Your answer was incorrect - please try again.

    I wonder if somehow my directory permissions on the source WordPress instance in incorrect and is restricting Total Upkeep from saving a proper backup.

    Do you have any ideas of what could be happening?

    I really appreciate your help with this. Thank you.

    Will

    May 11, 2023 at 12:24 pm #88311
    Brandon C
    Keymaster

    Thanks for continuing to work through this with us Will!

    When you made your backup did you take a full backup (Files & Folders + Full Database)? I’m think if you took a custom backup that did not include certain database user tables the database could still reflect that of the previous installation.

    Could you try logging in with your previous admin credentials to test this theory?

    We hope to hear from you soon!

    May 11, 2023 at 12:33 pm #88312
    Will
    Guest

    Hi Brandon,

    Thanks for the quick response. When attempting the original admin credentials, the response is:

    Error: The username user is not registered on this site. If you are unsure of your username, try your email address instead.

    I can confirm that the user are in the wp database — I can look at the db in mysql and everything looks correct there.

    May 11, 2023 at 12:37 pm #88314
    Brandon C
    Keymaster

    Thanks Will,

    It’s actually a good thing that we can confirm the users imported correctly. We have a guide on 5 ways to reset your WordPress password that you might benefit from going over. Specifically the PhpMyAdmin, Adminer, Or Another Database Admin Tool section.

    You should at the least have the ability to login and/or modify your credentials from the server level. Once you’ve accessed the site I’d be interested in taking a look at your restoration log to see if we can determine why this happened.

    Thanks Will. I hope this helps!

    May 11, 2023 at 1:02 pm #88316
    Will
    Guest

    Thanks, Brandon. I tried all those methods and they all result with:

    ERROR: Your answer was incorrect - please try again.

    It almost seems like something is corrupted in the backup such that it does not properly attempt to login, but does something else instead. Do you follow?

    May 11, 2023 at 1:07 pm #88319
    Brandon C
    Keymaster

    Hey Will,

    I definitely understand where you’re coming from here. It’s just really odd to me that you can’t even receive the password reset email, I know it often arrives in users spam box but to not receive it at all is unusual. Especially if you’ve attempted with more than one admin user.

    I’ve contacted our developers on the matter and expect a prompt reply from them. I’ll update you via this thread the moment I hear something from them.

    Thanks for working with us on this Will!

    May 11, 2023 at 10:59 pm #88325
    Will
    Guest

    Thanks, Brandon.

    To troubleshoot further, I started a fresh backup on the source instance and created a fresh local wp instance. There, I installed the Total Upkeep plugin and then attempted to restore the new backup.

    The theme files imported, but none of the plugins did, and the DB did not either. I had to log in with the original wp admin username/password to get into wp-admin and confirm.

    When going to the source instance, I see in the Total Upkeep > Backup Browser > Database (tab) An unknown error has occurred.

    The archive-xxx.log shows at the bottom: 

    
...
[2023-05-11 17:26:30 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54106432 (51.60 MB) / 64407632 (61 MB)
[2023-05-11 17:26:32 UTC] Chunk closed in 1.6905629634857 seconds. 97% complete closing
[2023-05-11 17:26:32 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54106432 (51.60 MB) / 64407632 (61 MB)
[2023-05-11 17:26:34 UTC] Chunk closed in 2.9097888469696 seconds. 97% complete closing
[2023-05-11 17:26:34 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54106432 (51.60 MB) / 64407632 (61 MB)
[2023-05-11 17:26:38 UTC] Chunk closed in 3.1369850635529 seconds. 98% complete closing
[2023-05-11 17:26:38 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54111416 (51.60 MB) / 64407632 (61 MB)
[2023-05-11 17:26:39 UTC] Chunk closed in 1.2451839447021 seconds. 98% complete closing
[2023-05-11 17:26:39 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54111416 (51.60 MB) / 64407632 (61 MB)
[2023-05-11 17:26:41 UTC] Chunk closed in 2.4878470897675 seconds. 99% complete closing
[2023-05-11 17:26:41 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54116400 (51.61 MB) / 64407632 (61 MB)
[2023-05-11 17:26:45 UTC] Chunk closed in 3.892637014389 seconds. 99% complete closing
[2023-05-11 17:26:45 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54116400 (51.61 MB) / 64407632 (61 MB)
[2023-05-11 17:26:47 UTC] Chunk closed in 2.0304620265961 seconds. 100% complete closing
[2023-05-11 17:26:47 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54121384 (51.61 MB) / 64407632 (61 MB)
[2023-05-11 17:26:48 UTC] Chunk closed in 0.70470404624939 seconds. 100% complete closing
[2023-05-11 17:26:48 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 54121384 (51.61 MB) / 64407632 (61 MB)
[2023-05-11 17:26:48 UTC] Finished closing the zip file.
[2023-05-11 17:26:48 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 51597816 (49.21 MB) / 64407632 (61 MB)
[2023-05-11 17:26:48 UTC] Starting to add db dump to the zip file.
[2023-05-11 17:26:48 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 51597816 (49.21 MB) / 64407632 (61 MB)
[2023-05-11 17:27:05 UTC] Finished adding db dump to the zip file.
[2023-05-11 17:27:05 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 51597912 (49.21 MB) / 64407632 (61 MB)
[2023-05-11 17:27:05 UTC] Archiving of files complete!
[2023-05-11 17:27:05 UTC] Archive filepath / size: /opt/bitnami/wordpress/wp-content/boldgrid_backup_EslLlqV7nGvF/boldgrid-backup-oneoption.com-abc4aaa2-20230511-172038.zip / 3244502886 (3.02 GB)
[2023-05-11 17:27:05 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 51607464 (49.22 MB) / 64407632 (61 MB)
[2023-05-11 17:27:05 UTC] Starting sending of email...
[2023-05-11 17:27:06 UTC] Sending of email complete! Status: 1
[2023-05-11 17:27:07 UTC] Last error: Array
(
    [type] => 2
    [message] => fopen(pclzip-645d256b01757.tmp): failed to open stream: Permission denied
    [file] => /opt/bitnami/wordpress/wp-admin/includes/class-pclzip.php
    [line] => 2208
)

[2023-05-11 17:27:07 UTC] Backup complete!
[2023-05-11 17:27:07 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 52287936 (49.87 MB) / 102962256 (98 MB)
[2023-05-11 17:27:07 UTC] Backup complete!
[2023-05-11 17:27:07 UTC] Memory usage - limit / current / peak memory usage: 1073741824 / 15772592 (15.04 MB) / 102962256 (98 MB)
    May 11, 2023 at 10:59 pm #88326
    Will
    Guest

    Actually standby – I forgot to increase the php memory limit on the destination instance first. Perhaps this caused the problem…

    May 11, 2023 at 10:59 pm #88327
    Will
    Guest

    Update: After increasing PHP memory limit, the restoration completed successfully. This backup restoration on a fresh local wp instance has the same problem. When attempting to login the following message is displayed:

    ERROR: Your answer was incorrect - please try again.

    …This seems to indicate that WP is doing something other than trying to login. Usually, when attempting to login with an incorrect password, the message is:

    Error: The password you entered for the username 1oadmina is incorrect. Lost your password?

    May 11, 2023 at 11:05 pm #88363
    Brandon C
    Keymaster

    Hi Will,

    I spoke with our developers and they confirmed. If you have access to the site database then you can update the password directly from there. You’ll need to find the account in the users table, enter the new password in the row and save it with MD5 encryption.

    You also want to sure that you’re accessing correct website. I know of cases where the user updates the password in the original WordPress installation and then tried using the new password on their actual website.

    May 12, 2023 at 9:33 am #88387
    Will
    Guest

    Hi Brandon,

    Thanks for speaking with them. Unfortunately, I’ve already tried this. I believe your link described the steps. Anyways, this is another reason why I believe somehow the restore has caused the login screen to malfunction.

    I’m sure I’m working with the right installation

    Do they have any other ideas?

    May 12, 2023 at 9:36 am #88390
    Brandon C
    Keymaster

    Thanks Will,

    Do you have the AIOWPS Plugin or Google ReCaptcha activated on your site by chance?

    May 12, 2023 at 9:37 am #88391
    Brandon C
    Keymaster

    Also would you mind sending us the URL you’re using to log in to the site?

    May 12, 2023 at 10:55 am #88397
    Will
    Guest

    Hi Brandon,

    Yes, we have AIOWPS activated. Are there settings there that could be causing this?

    Destination Site is local (using Local By Flywheel). Do you need me to serve that so you can access? Or are you looking for login page for Source website? Will these links/credentials be kept private (off public web)

    Thanks,
    Will

    May 12, 2023 at 11:02 am #88399
    Brandon C
    Keymaster

    Hi Will!

    I definitely think so, we did some research and found a similar issue with AIOWPS. Take a look at this support topic on WordPress.org to see how another user resolved the issue and try following the steps they used to resolve your own.

    I really hope this works out for you Will! Of course we’re always here to answer any questions you might have.

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