Brandon C

Hi Avi,

Thanks for sending over your file-list analyst.  Just looking at the file one thing that stands out are the large images. I know you said you were having trouble excluding certain media files but your W3 Total Cache plugin has a lossless compression feature that can optimize your images by converting them to WEBP format.

I noticed another backup file here which can be excluded.  There’s no need to backup a backup file:

[2024-07-01 14:49:14 UTC] (11) wp-content/uploads/backup/2021/09 – 52.51 MB

We also spotted this file wp-content/plugins/w3-total-cache/codecov – 44.75 MB which actually shouldn’t exist in your current installation. The “codecov” file was removed from the 2.7.3 tag and trunk on the SVN, so the download ZIP does not contain it. Some sites that updated before the build artifacts were removed will contain them. This is a simple fix and it shouldn’t affect the backup in any way.You can either reinstall the 2.7.3 or just wait for the next Total Upkeep update.

Moving on, you can see in your last failed backup log the Max Execution Time Error is resolved and now the backup is failing without actually detecting any fatal errors.

If you look here on your latest failed backup:

[2024-06-18 18:37:48 UTC] Starting to close the zip file.
[2024-06-18 18:37:48 UTC] Memory usage – limit / current / peak memory usage: 1073741824 / 55237192 (52.68 MB) / 69363216 (66 MB)
[2024-06-18 18:37:49 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:37:54 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:37:59 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:04 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:09 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:14 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:19 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:24 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:51 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:38:55 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:39:00 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:39:05 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:39:10 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:41:12 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:43:12 UTC] Backup process running: Yes (pgid = 49733)
[2024-06-18 18:45:07 UTC] Backup process running: No

It looks like Total Upkeep began closing the zip at 18:37:48 UTC and the last time we saw it running was 18:43:12 UTC That means the backup was running successfully for 6+ minutes and timed out for some reason.

In this case, when there are no error messages and the backup suddenly stopped, you’ll need to contact your web host for more help. Basically what’s happened is the backup was running correctly for 6+ minutes but something killed the process after that. Because the backup process was killed by the web server itself Total Upkeep does not log the exact error message. Which is why we need the web host to determine what’s killing the process from the server end.

They may be able to increase your resource limits to allow the backup to successfully complete. I hope this makes sense. Please let us know if we can answer anything else for you!

Hi Abiye,

Thank you for reaching out.  Total Upkeep Premium isn’t rigorously tested with WordPress Multisite.

That said, it can be installed on the network and be used by the network super-admin, and it will back up the entire network, but not individual sites. I’m not sure if this will be suitable for your needs but those are the limitations.

Thank you. We’re happy to answer any other Total Upkeep questions you may have!

Hi Glenn,

Thanks for reaching out although I’m sorry to hear you having trouble with BoldGrid Inspirations. I think the first thing we need to find out is if Inspirations has ever worked for you before or if this is your first time setting up the plugin.  I see you mentioned you’re running WP version 6.5.5. Had any changes been made to the site recently like WordPress core, or theme/plugin updates?

If you’re able to provide an error message we can diagnose the issue further for you.  You may need to enable WP_DEBUG to get an accurate error read out.  We also recommend reaching out to your web host EasyWP support to check for server-side errors or logs that might indicate the issue.

Thank you, we look forward to getting more details on your issue and helping you resolve this Glenn!

Hi Brad,

No offense taken, I actually took the time to write all that out for you so if you think it’s good enough for the support center we’re definitely going to add it!  I think the issue may be that you can’t see our previous threads so our conversation is a bit off. In your first response you inquired about a BoldGrid theme that would work well with WooCommerce.  This lead me to recommending Crio WordPress theme for your specific needs. You asked for advice on simple site elements like:

• A home page
• An About page
• A blog where I will be publishing multiple blog posts
• An e-commerce site

In your reply to my response you mentioned that you “tried to install 2 of the Crio themes but installation failed.”

to which I explained that Crio was a free standalone plugin that could be downloaded from the WordPress repository.

You also asked for information about your BoldGrid subscription so I gave you some ways to access your BoldGrid Central account to check that information and download premium.

It wasn’t until the next response that you mentioned you were having trouble with a 404 issue at your site.  I assumed this was after installing the Crio theme so I mentioned Crio but gave you general information on how to go about resolving the 404 error.

Looking at both URLs there doesn’t seem to be an issue on my end so I’m assuming you’ve managed to resolve this.  If so that’s great but we’re always here to answer any questions you might have!

Thanks Brad

Hey Brad,

A 404 error indicating “Page not found” is a common issue in WordPress and can be resolved by following a few troubleshooting steps. Here are some methods to fix the 404 error when using the BoldGrid Crio theme.

1. Check Permalink Settings

Reset Permalinks

1. Go to Permalink Settings:
   • Navigate to Settings > Permalinks in your WordPress dashboard.
2. Save Changes:
   • Without changing any settings, click the Save Changes button. This will refresh your permalink structure and often resolves 404 errors.
3. Test the Page:
   • Try accessing the page again to see if the issue is resolved.

Change Permalink Structure

1. Select a Different Structure:
   • Change the permalink structure to something different (e.g., from Post name to Plain), save changes, then revert back to your preferred structure and save again.
2. Check for Custom Structure Issues:
   • If you’re using a custom permalink structure, ensure it is correct and does not conflict with other settings or plugins.

2. Verify Page Exists

1. Check Page URL:
   • Ensure the URL you’re trying to access matches the page slug in your WordPress dashboard.
2. Page Status:
   • Go to Pages > All Pages and ensure the page is published and not in draft or private mode.
3. Recreate Page:
   • If the page still doesn’t appear, try creating a new page with a similar slug and see if it resolves the issue.

3. Review Theme and Plugin Conflicts

Deactivate All Plugins

1. Disable Plugins:
   • Go to Plugins > Installed Plugins and deactivate all plugins.
2. Test the Page:
   • Check if the 404 error is resolved. If it is, reactivate plugins one by one to identify the conflicting plugin.

Switch to a Default Theme

1. Activate Default Theme:
   • Temporarily switch to a default WordPress theme like Twenty Twenty-One.
2. Test the Page:
   • If the page loads correctly, the issue may be with the Crio theme or its settings.

4. Reinstall the Crio Theme

1. Backup:
   • Backup your current theme settings and data.
2. Reinstall Crio Theme:
   • Go to Appearance > Themes, switch to a default theme, delete Crio, and then reinstall it.

These are initial troubleshooting steps for this issue Brad.  Let is know if any of these doesn’t resolve the issue and we’ll troubleshoot further.

Thank you!

Hi Amy, thanks for reaching out! We’ll try our best to troubleshoot your timeout problem and help get you back on track. Here are some steps to identify and resolve the issue.

Troubleshooting BoldGrid Loading Issues

1. Clear Browser Cache

• Steps: Go to your browser settings and clear the cache. Cached data can sometimes interfere with loading.
• Restart Browser: Close all browser windows and then reopen them to try loading BoldGrid again.

2. Enable WordPress Debugging

• Debugging: Add define('WP_DEBUG', true); to your wp-config.php file to enable debugging mode. This will display any errors on the screen.

3. Check Server Error Logs

• Locate Logs: Check your server’s error logs for any related errors.
• Contact Hosting: Your hosting provider can assist you in locating and interpreting these logs.

4. Check for JavaScript Errors

• Browser Console: Open your browser’s developer console (usually found under F12 or Right-click > Inspect and then Console) to check for any JavaScript errors.
• Look for Clues: Errors here can point to specific plugins or issues.

5. Check for Plugin Conflicts

• Disable Plugins: Temporarily disable all plugins except BoldGrid. If BoldGrid loads, reactivate the plugins one by one to identify the conflicting plugin.
• Steps: Go to Plugins > Installed Plugins, select all, deactivate, then test BoldGrid.

These steps should help you identify and resolve the timeout issue in your BoldGrid Post and Page Builder editor.  Please let us know if we can assist you further with this we’ll be right here to help!

Hi Brad,

Thank you for reaching out! The BoldGrid Crio WordPress Theme is an excellent choice for your needs. It’s a highly customizable, flexible theme that can serve as a robust foundation for an e-commerce site.

Why BoldGrid Crio is Ideal for Your Project

1. Highly Customizable: Crio offers extensive customization options through the WordPress Customizer, allowing you to tweak layouts, colors, and fonts without touching code.
2. E-commerce Ready: Crio integrates seamlessly with WooCommerce, making it easy to set up an online store.
3. Responsive Design: It ensures that your site looks great on all devices, crucial for user experience and SEO.
4. Built-in Blog Features: Crio supports robust blogging capabilities, perfect for your needs to publish multiple blog posts.
5. Future-Proof: It’s a scalable theme, so you can start simple and build more complex functionalities as needed.

Suggestions & Recommendations

Here’s a breakdown of the site elements you’re interested in:

• Home Page: You can easily create a visually appealing homepage with sections for featured products, recent blog posts, and a welcoming introduction.
• About Page: Use the customizable layouts to create a comprehensive about page with images, text, and other media.
• Blog: The Crio theme allows you to set up a blog with multiple categories and tags, perfect for content organization.
• E-commerce: Seamlessly integrates with WooCommerce to offer products, manage orders, and more.

Steps to Get Started

1. Install BoldGrid Crio: Start by installing the Crio theme and any necessary plugins.
2. Set Up WooCommerce: Install WooCommerce and configure your store settings to start adding products.
3. Customize Pages: Use the BoldGrid customizer to design your home, about, and blog pages to match your brand.
4. Add Content: Populate your blog with posts, and make sure your product pages are informative and engaging.

Further Resources

For more information on getting started with BoldGrid Crio and WooCommerce, you can visit:

• Customizing Crio Pro Theme: https://www.boldgrid.com/support/boldgrid-crio-supertheme-product-guide/customizing-your-new-crio-website/
• BoldGrid and WooCommerce Integration: https://www.boldgrid.com/wordpress-ecommerce-plugin/

I hope this helps you get started on creating an awesome e-commerce site at your domain! If you have any other questions or need further assistance, feel free to ask!

Hi Eric,

Thanks for reaching out with your Crio WordPress Theme questions!  I’m inspecting your site and I don’t see any contact info pertaining to the street address or a map so I’m assuming you’ve either managed to resolve this issue or you’ve removed the section where it was present.

If you need further assistance with this please point us to the Page or Post where you’re experiencing your issue and we’ll look into it right away.

Thank you!

Hi Christian,

There’s no way for us to actually locate your information without knowing the email address you have on file.  It’s possible your premium service was provided through one of our Premium Web Hosting providers.  In that case, if you switched web host and your new host is not a part of our partner network the premium license key may have expired.

If you were hosted by one of our premium partners and the account is still active you should be able to log into BoldGrid Central using the same credentials you use to log into your web hosting account with the partner network.

If you were not a part of our premium partner network and you remember the purchasing the license key at some point you can provide the last four digits of the card you used to sign up for our services and we may be able to look the account up that way.  If you have this information please send it to our billing support directly support@boldgrid.com for privacy purposes and we will look it up for you.  Hopefully, that way we can find the email attached to your account so that you can reset it using the form.

Thanks Christian, were here to help if you have more questions.

Thanks for getting back to us Sunita,

I will share your documentation to with the team!  Our recommendations (if any) will be very minimal as we understand this to be your honest review of our product.  I will definitely let you know if anything can be removed or modified once the team reviews.

Thanks for sending over your list of plugins as well. We will definitely have you at top of mind when our users reach out for WooCommerce solutions.

Please let us know if we can help with anything else!

Best,
Brandon C.

Awesome to hear Andy!

I’m happy resizing your logo worked for you.  It’s much better to optimize images off site before adding them to WordPress.  In my opinion they’re way easier to work with this way.

Thanks Andy, please let us know if there’s anything else we can answer for you we’re always here to help!

Hi Avi,

Thanks for reaching out with your Total Upkeep questions!

This issue is normally addressed by editing or adding a PHP.INI file into the root of your WordPress installation but that may not always resolve your issue.

Looking at your timeout error it’s mostly likely that some temporary cached files from your W3 Total Cache plugin is causing your issue.  One thing you can do is try clearing all cache and deactivating W3 Total Cache before running your backup to see if it completes.  Once the backup completes simply reactivate W3 Total Cache.

You can also try a custom backup and exclude the file in question, this method may clear up your issue without the need to temporarily deactivate W3 Total Cache.

I hope this helps Avi!  Please let us know if we can assist you further with this.

Hi Reynaldo, Thanks for reaching out.

To check your WordPress PHP version, please follow these steps:

1. Log in to your WordPress Admin Dashboard.
2. Navigate to ‘Tools’ and then click on ‘Site Health’.
3. Click on the ‘Info’ tab at the top.
4. Scroll down to the ‘Server’ section.

You will see your PHP version listed there.

How to update your PHP version will generally depend on your WordPress Hosting provider.

I checked out the site you linked to the forum thread, and it looks like you’re using GoDaddy for your WordPress sites. Here’s their instructions for how to update PHP using your cPanel interface.

Thank you, I really hope this helps!

Hi Vin,

Thanks for reaching out with your BoldGrid Post and Page Builder questions!  I tried setting this up for you and ran into your same problem.  The tabs do have CSS IDs but I noticed that if you link to the tab id it will jump you to the part of the page where the tabs are but it won’t actually activate the tab.

I’ve created a feature request on your behalf because I feel this functionality should be an organic part of the tab block component as well.  Our developers will review the feature request and hopefully we’re able to have this integrated into Post and Page Builder in an future update.

Thanks Vin, you can check back here at anytime for an update!

Thanks Dave!

Yes, that is the correct link sorry about that the other was redirecting to our product page for some reason.  Here is the direct link to the latest version of Swifty.  It has been some time since the theme was last updated.  Swifty is considered one of our V-1 or Classic themes so it receives minimal updates with the sole purpose of keeping it functional.

Thank you!

Thanks for the clarification!  I think the first thing we should do here is focus on the redirect issue. We actually have a guide on some steps you can take to change your website urls.  Try fixing the redirect issue and once you can log into production without it redirecting we can assess.

It’s possible it restored everything correctly and we just need to address the one issue of the bad redirects.

Thank you and I really hope this helps!

Hey Flo,

That’s really odd the restoration is still asking for a Database Encryption Key if you disabled it on the backup you’re attempting to restore.  Let’s try running and restoring a Sanity Check backup to confirm you can restore any type of backup file.

“Sanity Check Backup” – which is only backing up .txt files, to make sure the backup process can complete successfully. If it does complete, this helps to further indicate a possible server intervention.

Here are the steps to run a Sanity Check Backup:

1. From the inside of your Total Upkeep dashboard click the Backup Site Now button.
2. Under Files and Folders type *.txt into the Includes input. This ensures that only .txt files will be included in the backup.
3. Under Database exclude all database tables.
4. Click Backup Site Now.

After running your “Sanity Check Backup” visit the “Tools” section of your Total Upkeep dashboard, click Logs and view your last log to confirm that it completed.

Please see if the sanity check backup allows you to restore and let us know the results. Thanks Flo!

Hi John,

Thanks for reaching out!  Refunds are handled through our billing team and they can be reach in the directly from your BoldGrid Central account from the Premium Support section.  Once you log in look for the “question mark” icon in the upper right corner. Click the help icon then scroll down to Premium Support for further assistance.

I hope this helps John!

Hi Flo,

Thanks for reaching out with your Total Upkeep questions.  If you’re receiving this message that means the backup was taken using Database Encryption and the only way to access it would be to have the decryption key that was created in the initial backup process.  This is an optional security measure.  My suggestion if possible would be to take another backup without database encryption enabled and try restoring that one if you cannot find the key.

I hope this answers your question.  Please let us know if we can help with anything else.

Thanks Andy!

We were able to view the screenshots this time but I couldn’t quite make out your website URL.  Can you send that over as well so that we can inspect the site using our browser tools?