Support Home > Backups and Restores > Troubleshooting Jetpack VaultPress Backup

Troubleshooting Jetpack VaultPress Backup

Below are our recommendations for troubleshooting common backup issues.

This page contains recommendations for checking your connection, making sure Jetpack requests are not blocked, and ensuring everything is present to create regular backups.

If Jetpack is having trouble backing up your site, you will receive an email to let you know. Check your spam folder if you are unable to locate the email.

Check your Jetpack connection

A working Jetpack connection is required to properly back up your site so please don’t skip this step!

Jetpack VaultPress Backup is available to users who have purchased the standalone Jetpack VaultPress Backup solution, as well as Jetpack Security and Jetpack Complete.

Ensure your site is accessible and the server credentials are correct. After fixing the issue, you can wait for the new backup to run the next day, or trigger a new backup by clicking the ‘Retry’ button on your Backup page.

The Jetpack connection is used to facilitate backups of your site. There are times when the connection can become unstable or broken. This may be due to a misconfiguration of your site or hosting.

The first thing to do is check the connection status using the Jetpack Debug page. If it reports any issues with the connection, please see the Fixing Jetpack Connection Issues guide.

  1. Check your site’s connection on the Jetpack Debug page.
  2. Troubleshoot the connection using the Fixing Jetpack Connection Issues guide.

Once the Jetpack connection is working, that should be enough to allow for backups over HTTP/S. In some situations, we may still run into errors though. In that case, the next step is to add some server credentials via your WordPress.com dashboard.

Add your server credentials

Jetpack VaultPress Backup will start to back up your site as soon as you purchase the product, provided Jetpack’s connection is working normally.

If your backups don’t start right away, you can add one of your SSH, SFTP, or FTP credentials as an alternate connection method.

Adding credentials ensures more consistent and faster backups. It also enables the restore features of Jetpack VaultPress Backup.

Please read Adding Credentials to Jetpack for full details including links for various hosts.

File permissions

Ensure your SFT/SSH/FTP username has full permissions to the files listed on your Backup Warnings list.

After fixing the issue, you can wait for the new backup to run the next day, or trigger a new backup by clicking the ‘Retry’ button on your Backup page.

Transients errors

You can fix transient file errors by adding a donotbackup folder and moving the files listed on your Backup Warnings list to this folder.

After fixing the issue, you can wait for the new backup to run the next day, or trigger a new backup by clicking the ‘Retry’ button on your Backup page.

Database errors

Ensure your database credentials have proper access to your database and your tables are not corrupt.

After fixing the issue, you can wait for the new backup to run the next day, or trigger a new backup by clicking the ‘Retry’ button on your Backup page.

Review security and proxy settings

Even with a working Jetpack connection and server credentials, we can still see failed backups.

An example would be a proxy service like Cloudflare blocking SSH/FTP connections or a security plugin like Wordfence blocking certain network requests.

If you are comfortable, feel free to review and customize these settings. If not, we recommend temporarily disabling these services/features while troubleshooting your backups.

Generally, this can be achieved by disabling the plugin but you might also have to disable a feature in the service providers dashboard (ie: pausing Cloudflare from their dashboard).

Speak to your host

Even when everything has been set up correctly it’s still possible to see errors. This is usually due to security settings outside your control.

Examples of this would be hosts who run ModSecurity at a level above what the hosting control panel exposes.

Often this type of security is automated and kicks in temporarily when the server sees repeated requests from a certain IP or too many requests in a given window of time.

The best way to get around this is to have your host allowlist Jetpack. You can direct them to our Hosting Reference Documentation page for the necessary details. See the section titled, “Allowlist all communications between WordPress.com and Jetpack”.

If you are not sure about who your site is hosted with you can check using WhoIsHostingThis.com.

Some security and firewall plugins may also block requests from Jetpack; adding the same IP ranges to these plugins may be required. You could also try temporarily disabling other plugins to determine which may be blocking requests.

No longer need backups?

If your plans for your site have changed and you no longer need backups, you may wish to cancel your Jetpack plan so you won’t receive these emails anymore.

Get help

If you have made it this far then chances are the issue is a little more complex, please contact Happiness support for help confirming you have completed all the steps above when contacting us.

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