Fix a failed Jetpack VaultPress Backup download
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Get a backup download working again, and know what to send support if it keeps failing.
When Jetpack VaultPress Backup cannot prepare a backup download, the Backup page in WP Admin shows Could not prepare the download with a short message. Most downloads work on a second try. If yours keeps failing, the error reference on screen tells support exactly which download to look at.
About failed backup downloads
Jetpack builds your download on WordPress.com’s servers as a compressed .tar.gz file, then gives you a link to it. When that fails, the Backup page shows:
- Could not prepare the download, with a message that explains what happened.
- An error reference, such as “Download ID: 1234”. Click the “Copy error reference” button to copy it.
- A “Try again” button and a “Contact support” link.
The message tells you what to do next:
| Message | What it means | What to do |
|---|---|---|
| Download failed: followed by a reason | WordPress.com could not build the download, and gave a reason. | Try the download again. If the same reason comes back, contact support. |
| Download failed. | WordPress.com could not build the download and gave no reason. | Try the download again. If it fails again, contact support. |
| This download has expired. | Download links work for a limited time, and this one has run out. | Generate a new download. Your backup is not affected. |
| Lost connection while preparing download. | The Backup page stopped getting updates about the download. | Reload the page, then try again. |
Try the download again
Retrying fixes most failed downloads. To try again:
- Click the “Try again” button.
- If you were downloading a whole backup, the list of items to include appears again. Select the items you need, then click the “Generate download” button. If you chose files in the file browser, Jetpack starts the same files again without asking.
- Wait for Your download is ready, then click the “Download file” button.
While the download is being prepared, you may see Reconnecting…. This means the page briefly lost contact with WordPress.com. Keep the page open, and the download continues.
If you close or reload the page while a full backup download is being prepared, you do not need to start again. When you come back, the Backup page checks for a download in progress and picks it up.
Download the file before it expires
A ready download shows when its link expires, as “This expires” followed by a date and time. Download the file before then. After that, generate a new download from the same backup.
Contact support about a failed download
If the download still fails after you try again, please contact support. To help us find it quickly, include:
- The error reference. Click the “Copy error reference” button and paste it into your message. It shows the download ID, or the backup ID if the download never started.
- The full message under Could not prepare the download.
- Which items or files you were trying to download.
If you can’t open the Backup page at all, tell us which backup you need, by date and time. We can generate a download link for you.
