What to do if a backup fails or is incomplete

This article explains what to do if you notice a backup has failed, is missing, or appears incomplete in your Web60 portal.

Step 1: Check the backup status

1. Log in to the Web60 portal.
2. Go to Backups in the sidebar.
3. Look at the list of recent backups.

Each backup shows a status indicator. If the most recent automated backup shows as failed, missing, or has an error status, move to the next step.

If a backup is simply missing from the list (for example, no backup was created yesterday), this also indicates a failure.

Step 2: Create a manual backup

Try creating a manual backup immediately to confirm whether the issue is ongoing:

1. In the Backups section, click Create Backup.
2. Wait for the backup job to start.
3. Monitor the progress. The portal shows the backup status as it runs.

If the manual backup completes successfully, the earlier failure was likely a one-off issue (for example, a brief connectivity problem during the scheduled backup window). Your site is backed up and you can continue as normal.

Step 3: If the manual backup also fails

If the manual backup fails too, the problem needs investigation. Raise a support ticket immediately.

When contacting support, include:

• Your site domain name
• The date of the failed backup
• Whether the manual backup also failed
• Any error message shown in the portal

Backup failures are treated as high priority. The Web60 team will investigate and resolve the issue.

Common causes of backup failures

Understanding why backups fail can help you prevent future issues:

• Site temporarily unreachable: if your site was briefly unreachable during the scheduled backup window (for example, during a plugin update or a brief server restart), the backup job may have failed. This usually resolves itself the next day.
• Very large media library: sites with extremely large media libraries (thousands of high-resolution images) can cause the backup job to time out. If this happens regularly, contact support to discuss options.
• Storage space: in rare cases, a storage issue on the server can prevent backups from completing. The Web60 team monitors this, but reporting the issue speeds up resolution.

Web60 monitors backups internally

Web60 runs automated monitoring on backup jobs. If a series of backups fails, the team is alerted internally. However, if you spot a failure in your portal, do not wait for Web60 to notice. Raise a support ticket straight away so the team can investigate immediately.

Preventing backup issues

• Avoid scheduling large plugin updates or imports during the overnight backup window.
• Keep your media library reasonably organised. Remove unused images and files when practical.
• If you upload a very large batch of files (for example, hundreds of product images), create a manual backup afterward to confirm it completes successfully.

FAQ

Q: How do I know if a backup has failed?

A: Check the Backups section in your portal. Each backup shows a status. If a backup shows as failed, missing, or incomplete, follow the steps in this article.

Q: Will Web60 notice if my backups are failing?

A: Yes. Web60 monitors backup jobs internally. However, if you notice a failure, raise a support ticket immediately so the team can investigate without delay.

Q: What causes most backup failures?

A: The most common causes are the site being temporarily unreachable during the backup window, very large media libraries causing the backup to time out, or a storage space issue on the server.