Brandon C

Hi Will,

Thanks a lot for reaching out with your Total Upkeep questions! I can confirm that your premium ticket was received and you should get a response from Premium Support soon. It looks like there may be some tickets ahead of yours in the queue but we’re working to address it as soon as possible.

Thanks will. I hope we can help you get this resolved quickly!

• This reply was modified 1 year, 2 months ago by Brandon C.

Hi Ivan,

Thank you for reaching out in your attempt to bring this security concern to our attention. You can report this vulnerability directly to support@boldgrid.com where it can be reviewed.

Thank you and we look forward to hearing from you!

Hi Andrea,

Thanks for your reply! I apologize the linked article covers all remote backup methods that are associated with Total Upkeep, this includes Amazon S3 and Google Drive along with SFTP/FTP connections. The very first section details the steps for setting up an FTP/SFTP connection:

Configure Your backup on FTP / SFTP Storage

1.) In the Dashboard, Navigate to Total Upkeep → Settings
2.) Under the Backup Storage Section, Select Configure FTP
3.) Provide your connection credentials
4.) Click Save Changes

Thanks Andrea! Please let us know if we can answer anything else for you!

Hi Yana,

Thanks for sending over your log. It’s definitely something weird here, it looks like the entire backup process took 11 seconds, which is not likely:

 [2023-09-29 15:36:35 UTC] PHP Version: 8.0.28
...
[2023-09-29 15:36:44 UTC] Backup complete!

I’m also noticing this error:

[2023-09-29 15:36:44 UTC] The archive file "/home/u274560964/boldgrid_backup/boldgrid-backup-ianadixonjewelry.com-4a353eeb-20230929-153644.zip" was not written.

This indicates that the file was not written for some reason and just before that I’m noticing that the system is telling us that there is 0 storage space available on your web server.

[2023-09-29 15:36:44 UTC] Archive filepath / size: /home/u274560964/boldgrid_backup/boldgrid-backup-ianadixonjewelry.com-4a353eeb-20230929-153644.zip / 0 (0.00 B)

Later on in the log the backup attempts to complete but then begins the new backup process. I just want to double check that you performed the sanity check correctly. We have a video guide that you can follow that better explains the step by step process.

Can you review this video and try running the sanity again? We’d really appreciate if you could include your new log here in the thread after doing so.

Thanks a lot Yana!

Hi Yana,

Thanks for sending over your log. Your error message seems to only be a warning it indicates a problem related to creating a directory where a file already exists.

(
 [type] => 2
 [message] => mkdir(): File exists
 [file] => /home/u274560964/domains/ianadixonjewelry.com/public_html/wp-admin/includes/class-wp-filesystem-direct.php
 [line] => 558
 )

I do notice however that the file never completes. The first thing I would have you do is try running a sanity check backup just to make sure that at least a simple backup will complete. If your sanity check backup does complete, visit your logs section and find that backup log to verify that it did. This sanity check will let us know if this issue is with your backup itself or if there’s something going on outside of that like with your server or hosting resource limits.

I hope this helps Yana, we look forward to assisting you further with this if need be!

Hi Scott,

You can click this link and you’ll be taken to your BoldGrid Central account help section.

If you’ve never logged into your BoldGrid Central account you can click this link to review our guide on how to do so.

Once you’re logged in to your BoldGrid Cental account dashboard you should see a question mark icon at the top of the page. If you click that link and scroll down a bit your see the section for BoldGrid Premium Support.

If you could reach there our premium support reps can access your website directly to determine the source of the error.

Thanks Scott!

Hi Gina,

This issue has been resolved, you can visit your WordPress “Plugins” section and update your Crio Premium plugin to the latest version available. If the message does not go away right away visits the WordPress “Updates” section and click the “Check Again” link and that should resolve it.

I really hope this helps!

Hi Scott!

Crio Premium is actually a plugin that runs alongside the standard Crio WordPress theme. You should install the Crio Pro plugin from “Plugins” section Plugins > Add New.

Please let us know if we can answer anything else for you Scott!

Hey Fabio,

Thank you for sending over that information. I do know that PHP 7.4 is now considered a deprecated version of PHP and most web host are now pushing their customers towards updating to PHP 8.0 which is the recommended PHP version to run with WordPress as of 09/2023.

You can try updating to PHP 8.0 to see if that clears up the warning message.

I hope this helps Fabio! Please let us know if you require additional assistance with this!

Hi Fabio,

Thanks for reaching out with your BoldGrid Post and Page Builder questions!

Can you tell us exactly what you’re experiencing as a result of this message? The message here doesn’t look to be an official error, but instead a Warning message. Normally these messages do not effect the functionality of your website.

If you could let us know your WordPress version and PHP version we can test this on our end to see if we receive a similar warning and if so, take the steps to resolve it.

Hi Scott,

We apologize for the delay. Also, replies are moderated before they are published to the site so that’s why it seemed like they were disappearing. Scott is it possible that you can change your PHP version to PHP 8.0? PHP 8.0 is the recommended stable version of PHP and 8.1 is still in beta at this time so there’s always a possibility of issue arising there.

It would also help if you can let us know exactly where you’re experiencing the error and what the site is doing as a result of it.

Please let us know if making this change gets the theme functioning properly and if not we’d be happy to take a deeper dive into your issue.

Hi Chris,

Thanks for reaching out! In order to cancel your BoldGrid account you need to access premium support where they handle billing. You can contact premium directly from your BoldGrid Central dashboard.

You can follow this guide if you have trouble logging in to your BoldGrid Central account.

I hope this helps Chris!

Hey Alan,

No worries, I don’t take this personal at all. In fact, I think you makee a lot of good points.

– First I want to say that if you do not see an option for choosing System Zip it’s okay, it may not be available for everyone. We normally test before recommending it as an option but I wanted to touch as many bases as I could with you in my reply.

– I do apologize, the process of excluding files from your backup is a bit different from removing them from your website file structure. This guide explains how to exclude files from your backups to conserve resources in detail.

– When we say the file is too large that is only based on the limitations placed on your own account by your web host. IMH offers a backup solution that is not a wordpress plugin, server side backups – https://www.inmotionhosting.com/support/product-guides/backup-manager/purchase-backup-manager-using-amp-marketplace/.

– I definitely understand your concern with backup failure notifications. The thing is a backup process can be killed by the server, and when this happens we try to send a notification however, sometimes we can’t send the notification when the process is killed.
This leaves us with an area of opportunity to improve our plugin. We will work to find a way to send the email in a separate process to ensure its delivery.

Having backups in 1 file has its benefits (e.g. easier to manager rather than multiple zips), but you has a valid point on having smaller and more manageable zip files. The development team has had this discussion, and it is on the roadmap but there are no promises as of now on a delivery date.

I also agree that it would be nice if the backups tab has a link to the backup logs from when the backup was generated. I actually think this is a great idea! I’ve created a ticket in GitHub for out developers to review and hopefully we can get it accepted and in the pipeline.

I apologize for any inconvenience Alan. We hope to work continue to work with you. Your suggestions will definitely contribute to making our plugin better for our end users.

Thank you, and we’re looking forward to hearing from you.

Hi Jay,

I’m not exactly sure if the site you mentioned is using our products currently. We are not a website developers but our WordPress products such as Crio Pro WordPress theme are used by developers and regular people alike to streamline the WordPress development process with Beautiful theme layout and a premium drag and drop page editor the BoldGrid Post and Page Builder for WordPress!

If you seek these types of services we can definitely work with you directly to help create a beautiful website for your business.

I hope this helps!

Hey Will!

Thanks for your reply. I went ahead and removed the PasteBins being that this forum is public facing and we already have a private ticket in it’s no use in risking sharing any sensitive data.

We already have your logs in premium so we’ll review them and continue the contact there just to keep everything in one place. You should expect to hear from us soon!

Thanks for working with us on this Will!

You’re very welcome Lisa!

I’m so happy we we’re help you get this functioning properly! Please let us know if there’s anything else that we can answer for you.

Thank you!

Hey Mark,

Thanks for your purchase of Crio Pro WordPress theme!

In order to unlock your premium functionalities you must first download and activate the Crio Premium plugin. This extension can be found in the “Plugins” section of your BoldGrid Central account.

You can follow this guide for instructions on activating Crio Pro. I hope this helps!

Hi Maryam,

Thanks for reaching out, and yes we can definitely assist you with this Total Upkeep backup failure. You mentioned you’ve been experiencing this issue for at least 3 days. I wanted to ask, have Total Upkeep backups ever worked on your website or is this your first time attempting a backup?

You should be able to get some information from viewing the backup logs in your Total Upkeep keep dashboard. Navigate to Total Upkeep > Tools > Logs and look for your most recent log with a name like archive-XXXXXXXX.log. If you can copy that and use PasteBin to create a link and paste it here, we’ll be able to get some more information about what went wrong.

I’ve seen this error a number of times before. It typically occurs if the backup process is terminated without an error due to exceeding some limitation of your hosting account. Check out this detailed list of steps you can take to troubleshoot this error.

To summarize the article, here are the most common ways to fix this:

Navigate to Total Upkeep > Settings > Backup Process. If System Zip is available, choose that option.

In the same menu, check the box to enable the Filelist Analysis and attempt to create another backup. Then, navigate to Total Upkeep > Tools > Logs, and look for the most recent log that ends in filelist.log. Examine the filelist and look for any very large files or directories. You can then delete those files if you don’t need them, or exclude them from your backups to conserve resources.

Additionally, you can follow these instructions to increase your Max Execution Time and Memory Limit.

I hope this helps! Please let us know if you have any other questions for us.

Hi Lisa,

Thanks for reaching out and thank you for using BoldGrid Post and Page Builder for WordPress! We can definitely assist you with this Post and Page Builder concern.

Homepage Image

It would be hard to tell exactly going what’s going on without inspecting your page directly but I do understand your need to display the maintenance mode page. Your issue could possibly be due to the dimensions of the image you’re displaying as your section background. You might be able to resolve an issue like this by adding padding to this row using the Mobile Device Responsive Utility control:

I really want to understand the exact issue Lisa because of course I’m only guessing here. If you could send us a screenshot of the problem using a platform like ImgBB it would really helpful to us in assisting you to resolve this.

Locations Section

It’s possible that this issue is due to an extra blank element displaying on one or more of your device screen sizes. By default, all elements are visible on all devices but you can use the responsive utilities in Post and Page Builder to hide specific elements. This allows you to easily build out your WordPress site with a mobile first design approach but they can be tricky to locate when switched on or off to suite different screen sizes.

Again, I’m still guessing but I created a short gif to show you what I mean:

If you notice the element is hidden on larger desktop screens but displays on medium sized “laptop” screens. Just like in the video, once you find the blank element you can either hide it by clicking the elements hamburger toggle then Advanced Controls > Responsive Utilities or delete the element altogether.

Other helpful links

– Working with Images
– Changing Backgrounds in Post and Page Builder
– How to Use the Post and Page Builder

We’re looking forward to assisting you further with this Lisa! If you still have questions it would be awesome if you would include a screenshot with them and we will get right on it!

Hi Jennifer,

Thanks for reaching out, that’s really odd that Total Upkeep premium is seemingly activated but you’re unable to access the plugin dashboard from the WordPress Admin area.

The first thing I would try here is, confirm that both Total Upkeep and Total Upkeep Premium are both installed and active on your WordPress website. Total Upkeep Premium needs the standard plugin to remain active as well in order to function properly.

You can confirm this from the “Plugins” section of your WordPress dashboard. If one is installed and not the other you can download the latest versions of both plugins directly from your BoldGrid Central account “Plugins” section.

You can also try accessing the Total Upkeep dashboard directly. To do that you can simply attach this path to the end of your site URL: /wp-admin/admin.php?page=boldgrid-backup-dashboard. If you can access this dashboard from the link and still do not see the dashboard tabs please let us know so that we can look into a possible bug.

I hope this helps Jennifer. Please let us know if you need further assistance with this!