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Here are some a quick troubleshooting tips for common errors when adding a site to our backups.

”Unable to connect to FTP(S) server (timeout)"

Check if the FTP host you are using is correct and if you are using the correct port number. If your site is under CloudProxy, use your Hosting IP as your FTP host. You can find your Hosting IP here. If everything is correct, you could be getting this error because our IP is being blocked. Just get in touch with your host and ask them to whitelist the IP of this link

”Unable to connect to FTP server (incorrect user 'user' or pass 'pass’)”

Check if FTP username or password are correct. Note that both username and password are case sensitive.

”Unable to upload a test script to your FTP server: (tried directory "dir_path")."

”Unable to find your site in the FTP directory.”

This error happens when our script is not able to access our test file through HTTP. Check your .htaccess settings to see if there is anything there blocking this function.

”Unable to create temporary file (necessary for db backup).”

”Unable to create backup file. Permission denied.”


Check permissions in directory. If there are not enough permissions, simply change the permissions for the user.

”Unable to connect to site to run database backup.”


This happens because we are not able to acess sucuri-db-backup.php through HTTP. Check your .htaccess settings to see if there is anything there blocking this function.

”Unable to download database backup for "site" -> "file_path””

This happens because we are not able to access sucuri-db-dump-gzip-* through HTTP. Check your .htaccess settings to see if there is anything there blocking this function.

If you feel like there are some files missing from our backups, note that we will not backup the following file types:
.sql
.zip
.attach
.thumb
.avi
.mp3
and files bigger then 38MB