Having trouble updating my WordPress website

The first issue was migrating from my staging site to my live site via Total Upkeep. That was the issue that we walked through several times and which is documented on Ticket ID 21730. I was told they were finally able to replicate it but were only seeing it with my site and not universally. The final resolution was for them to migrate it for me and for me to tell them if I ran into it again, which, of course, I did because it wasn’t resolved. Now, I still have that issue, but I also have password reset requests happening that are not coming from me, and when I try to work on the staging side (in case this actually gets fixed), I’m told it won’t take me there because there is dangerous and malicious content on my staging site. I have a new book coming out in a month and would really like my website to be able to support my business. Having Tech Support update my site every time I have new content isn’t a suitable and sustainable fix. I appreciate your help in getting this resolved for good.

Jen

The Ticket Number I gave you is the Boldgrid ticket number, not InMotion’s. However, I will recap the text of that ticket here:

Hi –

Thanks for reaching out to Support! I’m sorry to hear you are having trouble transferring your site with Total Upkeep today.

From what you described it sounds like you are trying to use one of the download links provided by the plugin. These are somewhat special to the plugin as they have a time limit before they expire and can really only be used on the destination site with the plugin. It is a bit of a confusing process so I provided the guide below for you to clarify further and to rule out any steps that might be missing:

How do I migrate my WordPress site to another host?

If you’ve followed these steps and are still having trouble you are more than welcome to reply to this email with any errors or screenshots that might help us troubleshoot the issue for oyu.

If you ever have any other questions for us in the future please do not hesitate to ask!

Thank you,
The BoldGrid Support Team
——
Thank you, but I’m still getting errors. This is what I get:

image0.jpeg

When the instructions say “Download link from current host”, I’m assuming the test site I’ve created in Boldgrid, correct? Then “Upload to new host” is on my WordPress admin page?

Jen
—–
Hi Jen –

Thanks for reaching out to Support! I think i see where the confusion is. The box that you are showing in your screenshot is asking for a specific link that is generated when a backup is created.

The link that you are looking for can be found under the specific backup you’d like to use to migrate the site. I included a gif image below to demonstrate where you can find this under Total Upkeep:

Image 8140

If you ever have any other questions for us in the future please do not hesitate to ask!

Thank you,
The BoldGrid Support Team
——-
Thank you, but THIS. DOES. NOT. WORK.

I have backed up the active site in WordPress.
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I have backed up the staging site in Boldgrid.
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I then copy the backup details from Boldgrid staging as you instructed.

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I then go to Total Upkeep on the WordPress side and enter the link copied from Boldgrid.
Inline image

And this is the error I get:
Inline image

What is going wrong??? This is exactly what the Help Center tells me to do, and what you have told me to do. This worked just fine until last week. I would really like to be able to announce that my site is live as I have a major product release coming very soon. Please help!

Jen
—–
Hi Jen –

Thanks for getting back to us! I apologize for the delay, I tried to recreate what you are seeing and at first I couldn’t recreate it with any of my own test sites however when I tried the ling generated by yours I did run into the same thing you are which was a little puzzling.

I reached out to my team to see if anyone had more insight on this as when I have seen this in the past it was fairly large scale but this seems to just be affecting yours from what I could see.

From here we have two options, the best one I think is to go ahead and follow the same process but instead of using the links I wanted to se if you were able to download it to your local machine and upload it to the live site.

If you like and only if you are comfortable with it I would be happy to assist with this. I saw you are hosted with InMotion who is one of our premium hosting partners I’d be happy to coordinate with them to see if we can take care of this for you since this has given you enough trouble. This isn’t requires so you can continue to upload it if you like but if you want me to coordinate with InMotion to get this taken care of. All I’d need is for you to specify the name of the backup you’d like us to migrate.

If you ever have any other questions for us in the future please do not hesitate to ask!

Thank you,
The BoldGrid Support Team
—–
Thank you! I would very much like you to coordinate with InMotion to get this taken care of. I have done a backup entitled:

032123 Backup for Assistance by Boldgrid

The link is here:
https://demo2.cloudwp.dev/trial-8w4803xz/wp-admin/admin-ajax.php?action=boldgrid_backup_download&t=fb68f02154ecc9c0ea2507976189755d

My one question is how to proceed after this. Will I have to contact you every time I have more content to upload? Hopefully not, as that seems unbelievably cumbersome. Just let me know how I should proceed from here.

Thank you very much!

Jen
—–
Hi Jen –

Thanks for getting back to us! After many trials and tribulations with this we have finally gotten your backup uploaded and restored on your live site. During this process I also tried to see if we could find a reason the download links stopped working for you.

On that note actually, I did create what our team calls a “Sanity check backup” to see if the backup links are working at all by taking a very small backup of just txt files. In the process of doing that I found a bug, I was viewing the details of one of your older backups when I started the sanity check one and unfortunately the sanity check backup overwrote the previous one. I wanted to let you know, it is an older backup that you do have a good copy of on your live site but just in case you tried to use the one on the demo site or wanted to know why it’s at the top of the list.

That being said I wanted to get your permission to restore your site to a test site on our end to see if we can figure out what is causing the issues with the backup links or if we can find a good workaround for you.

If you ever have any other questions for us in the future please do not hesitate to ask!

Thank you,
The BoldGrid Support Team
—–
Thank you! No worries about the old backup but thank you for letting me know. Go ahead and restore to a test site on your end to see if you can figure it all out. Keep me posted as I will need to update content regularly as I go forward. You may see new backups as I add things in prep for another update but, for now, the live site being functional is a step in the right direction.

I appreciate all the trial and error you are doing.

Jen
—–
Hi Jen –

Thanks for getting back to us! We definitely appreciate your help and cooperation with this process. I am going to close out your ticket for now but in the meantime if you attempt to migrate with the download links and encounter issues again you are more than welcome to reach back out and I will be happy to repeat this if needed til we can get this fixed.

If you ever have any other questions for us in the future please do not hesitate to ask!

Thank you,
The BoldGrid Support Team
—–
Hello,

We’re back to the same old, same old. I cannot keep running into this and waiting for you guys to answer emails every time I need to update my site. That is not acceptable customer service. What on earth do we need to do to make this work? It is absolutely ridiculous! If I could jump ship easily, I would wash my hands of Boldgrid entirely.

I did notice that it is now telling me that I have two versions on Jetpack, and we can either treat them separately or delete one of them. Huh???

Please help ASAP.

Thank you,

Jen

END OF STRING

That’s the last I heard back. Now, I am not only unable to update my site, but when I go into the staging site and try to view the page to make edits and updates, it warns me of malicious content. I have also gotten emails telling me that password reset requests have been made. I have no idea how to do ANYTHING at this point. I’m basically dead in the water until someone can fix this.

Thank you! I appreciate your help getting things where they need to go.

Jen