Sections


Management Questions about post sales licensing and plugin updates
Packages Package creation in the WordPress Administrator
Installer Installing your package on a new site
Troubleshoot General troubleshooting issues
Host Specific Special instructions on a host by host basis
Resources Get involved and find resources to help your business

Please read the changelog for important updates and security patches.
This FAQ is designed to cover both Duplicator Lite and Professional


Plugin Management

How do I install the plugin?

To install the plugin please do the following:

  1. Download the plugin from one of the following locations:
    • The link in the purchase receipt email you received when you purchased the product
    • The Snap Creek dashboard at https://snapcreek.com/dashboard
  2. Login to your site's WordPress admin dashboard
  3. Go to the Plugins > Add New
  4. Click "Upload Plugin"
  5. Click the "Choose File" button, select the .zip file you downloaded, then click "Install Now"
  6. Activate the plugin
My licence will not activate what should I do?

If you are unable to activate your licence right away it is recommended to try and wait 5 or 10 minutes and try again. If the issue persists then follow these steps:

Activation Steps
  1. Login to your account Dashboard and validate the key number. Also validate your licence count.
  2. Temporarly disable any of your security plugins to see if they are blocking outbound requests.
  3. Check with your hosting provider to see if they have any firewall restrictions you are not aware of.
  4. Check with your host to see if their servers can reach https://snapcreek.com
Why can't the plugin communicate with snapcreek.com during license activation?

There are a few different reasons why communication may be blocked:

A firewall plugin on the site may be blocking communication

Temporarily disable the security plugin and attempt to activate the the Snap Creek. Reactivate after activation.

It's best to change security settings that is blocking communication since you will need an ongoing connection to snapcreek.com to receive plugin updates.


-or-


Your host may be blocking communication into or out of snapcreek.com

Talk to your host's support desk and ask them to monitor communications to and from snapcreek.com as you try activating the plugin. From the logs they may be able to determine if a setting on their side is preventing communication from taking place.


-or-


Snapcreek.com's host may be blocking your host

On rare occasions hosts may be blocked from communicating with snapcreek.com by our host. Whenever this has happened in the past it was due to hacked sites or spam servers being detected on the same shared server as the customer's site.

If it appears snapcreek.com may be blocking your site please contact support and we'll investigate the issue on our side.

Can I upgrade my license to a higher packages?

Yes. To upgrade your license

  1. Go to the Dashboard
  2. On the Purchases tab click 'View Licenses'
  3. On the license detail click 'View Upgrades'
  4. Click on the appropriate 'Upgrade License' link
  5. Proceed to checkout
Install error shows "Uploaded file exceeds the upload_max_filesize directive in php.ini"?
Option 1
Change your file upload limit to be 4MB or greater, by following these instructions.

Option 2
If #1 doesn't work or you aren't sure how to set it, please contact host support and ask them to up the upload limit to at least 4MB.

Option 3
If #1 doesn't work and your host won't do #2 perform the following:

a) Extract the plugin .zip into a temporary directory on your local machine
b) FTP the duplicator_pro directory on your local machine to /wp-content/plugins/duplicator-pro

At that point the plugin will show up in your plugins list and you can activate from there.

The plugin will not update what can I do?

There can be many reason for a plugin not updating such as firewall rules, security plugins such as Wordfence or web server constraints setup by your hosting provider. These types of issue can be time consuming to trace and will usually require the help of your hosting or server adminstrator.

The best way to get the plugin updated quickly without tracing down configuratin problems is to follow these steps:

MANUAL UPDATES
  1. Go to your Snapcreek.com Dashboard & download the latest version.
    Use the same email address you used when purchasing Duplicator Pro
  2. Goto Duplicator > Settings/General uncheck both "Delete Plugin Settings" and "Delete Entire Storage Directory"
  3. Uninstall Duplicator Pro
  4. Go to Plugins/Add New and click Upload Plugin
  5. Upload and Activate the plugin you downloaded in step 1


UPDATES ON WINDOWS MACHINES

This is a known issue which we are working on resolving. In the meantime please perform a manual update as follows:

  1. Go to Settings
  2. Ensure "Delete Plugin Settings" and "Delete Entire Storage Directory" are both unchecked
  3. Uninstall the old version of Duplicator Pro
  4. On the plugins screen, click Add New and upload the new version of Duplicator Pro
  5. Activate the new version
How do I access the snapcreek.com dashboard I forgot my password?

If you are unable to login to the dashboard or you forgot your password please follow these instructions.

Forgot Username
  1. Use the help ticket system
  2. Provide your licence key, first and last name of the purchaser of the product
  3. Submit your ticket and we will get back with you

Forgot Password
  1. Click on the Account link in the upper right corner
  2. Click on the "Lost Password?" link at the bottom of the login form.
  3. Enter the username/email used when purchasing the product and click the button.
    If the username/email is not found then the form will not submit; see "Forgot Username" above.
  4. An email will arrive shortly with a link that will let you reset your password.
    Be sure to double check your SPAM folder if you don't receive an email from snapcreek within 5-10 minutes.
  5. Click on the link in the email. This will take you to a form where you can reset the password.
  6. Enter in any password you like, this includes a previous password you may have used.
  7. Now enter in your username/email with the password you just updated into the login form.
The number one reason for having issues with getting your password reset deal with emails that is sent to your SPAM folder. Please monitor your SPAM folder as well when looking for you password reset link.

Packages

Pre-Build

Why is a requirement check failing?
Before you create a new package a requirements check will show you the status of your system. The following are system checks that are performed before package creation can take place.
PHP Support
The Duplicator requires PHP 5.2.17+ or higher. Contact your host and have them upgrade to a stable secure version of a PHP Release. The plugin also requires either the ZipArchive extension or shell_exec for PHP with zip support. Contact your host and send them these links to make sure the plugin is compatible with your server.
Permissions
Paths that are listed in this section should have permissions of 755 for directories and 644 for files. On some hosts the permission set requires 777. Setting items to 777 is a security issue and should only be set temporarily. Please avoid any hosting company that requires this kind of setup.

Also be sure to check the Owner/Group settings and validate they are correct and match other successful directories/files that are accessible. For more details contact your host or visit their help pages for more information on how they implement permissions and group settings.
Server Support
WEB SERVER
The Duplicator currently works with these web servers: Apache, LiteSpeed, Nginx, Lighttpd, IIS, WebServerX. However the best success we have seen with Apache

DATABASE SERVER
In order to complete an install the mysqli extension for PHP is required. If you are on a hosted server please contact your host and request that mysqli extension be enabled. For more information visit: http://php.net/manual/en/mysqli.installation.php
Reserved Files
If this check fails then a reserved file was found in the WordPress root directory. The following are reserved file names installer.php, installer-data.sql and installer-log.txt, installer-bak.php and database.sql. In order to archive your data correctly please remove any of these files from your WordPress root directory. Then try creating your package again.
How do I exclude tables and folders from being archived?
On the setup step of creating a package find the file filters and database filters. For file filters enter the full path of the directory(s) you want to exclude. You can separate additional exclusion paths with a semicolon. This process can be useful if you have large files such as images or videos that you don't want to package. However be careful which folders you exclude. Excluding the wrong folder or database table that has core WordPress or theme files will not allow your site to work at install time.

Adding too many filters slows down the package creation process. The more filters you add the more validation checks need to be made. The inverse is also true of larger files. Larger files can take a long time to archive. So the best solution is to only create filters that you truly need. If you don't have any .mov files in your application then don't add that filter. However if you have .mp3 files that are large then that filter should be added.
What can I do for issues with migrating a large site?

Even though Duplicator Pro has a new Zip Engine, host limitations may prevent large sites package builds.

A technique that involves splitting the content files out and transferring them manually often resolves this situation.

  1. Click Create New on the Packages screen
  2. Click Enable File Filters
  3. Click the wp-uploads quick link to add the wp-content/uploads directory to the list of filtered directories
  4. Continue building the package*
  5. Install the package on the destination machine
  6. On the source machine FTP the files in wp-content/uploads to your local development machine
  7. FTP the files you just downloaded back up to the wp-content/uploads directory of your destination machine (you may need to create the directory first
  8. Test the destination site

*If the package doesn't build when omitting uploads retry the same procedure using the wp-content directory.

Why does the scan take a long time then fail?

A delay followed by a failure may indicate an excessive number of files are being iterated through.

Filter Recursive Directories

Check your file system and look if there are any directory links that link back to the core directory itself. For instance if you have something like /public_html/mydir which points back to /public_html that would create a recursive loop in which case you would need to filter /public_html/mydir.


Filter Unnecessary Directories

If you don't see anything recursive directory links, look for optional directories with a lot of files in them and filter those.

What if I see warnings or errors during the 'Scan Process'?
Scan checks are not required to pass, however they could cause issues on some systems. If you see a 'Warn' status the package may still build on some system. All of the items on the scan page are simply warnings and you can still proceed to run the build. They are just placed there to give you a heads up should something go wrong when creating the package or installing it. You should always go ahead and try to build a package and see if it builds.

INVALID NAMES:
If you receive a 'Warn' status on the [Archive > Files > Invalid Names] line and the full path to the file is below 256 characters you should be good. A warning is shown at 250 characters to bring attention to the issue and warn users that their might be an issue if the path continues to grow.

Basically is what happens with zip programs like winrar/winzip and even the PHP library used to extract the files is that they work fine to package up the files, however when they are extracted on some operating systems such as windows they run into a path limit. One way to validate if the zip file is corrupt or unusable when extracted to its new destination, is to try and extract it with a program like winrar/winzip and it will throw errors about file length issues if they are present...

NO FILES FOUND:
If you run a scan and the results show up with no files being found. In your server could be configured with "server separation". You will need to contact your hosting provider for more details however this can be an issue on some systems.
Possible options in Domain Configuration window are:
  1. No forwarding
  2. Forward to subfolder without service separation
  3. Forward to subfolder with service separation
  4. Forward to IP/Host/URL
Switching temporarily to #2 will allow the Duplicator to run without issues for both the package and installer.
I'm getting a 502/504 Gateway issues what can I try?
Most 500 web server errors can be difficult to track-down as they are being thrown from the web server and not PHP. Below are several options you can try for 504 and 502 errors.

OPTION 1 - Config Update:
Add the following to your .htaccess file

<IfModule mod_dtimeout.c>
	<Files ~ ".php">
		SetEnvIf Request_URI "admin-ajax" DynamicTimeout=240
	</Files>
</IfModule>

OPTION 2 - Cloudflare:
If your using Cloudflare the below settings may help
1. Log in to Cloudflare
2. On the Overview page, click "Advanced"
3. Click "Pause"
4. Run installer deployment
5. Turn Cloudflare back on

OPTION 3 - Contact Hosting Provider:
Connect with your hosting provider and let them know your getting a 500 error. Many times your host will have access to the web server logs which can help isolate what is triggering the error on their server configurations. In some cases the host may be able to provide enough information to give you a status as to why the 500 error is being thrown, this information in some cases can help us try different configurations in the hosts environment.

Upgrade: Ask your host if they are running the latest version of a web server software such as Apache or nginx. Many times hosts will run very outdated version of software which will have patches and fixes for the issue your experiencing.
OPTION 4 - General Troubleshooting:
There are several troubleshooting protocols you can implement to try and validate if the issue is indeed a networking issue between your browser and the server. If you have the ability to try from a different computer or even different browser that can sometimes isolate the issue. For a full run-down of various ways to fix this issue please see this article on Understanding and Fixing 502 Bad Gateway Errors

Build-Process

Why is the package build stuck at 5%?
Possibility 1: The host is blocking localhost traffic to admin-ajax.php.

Some hosts prevent the server from calling back into itself (localhost). The Fail2Ban service may also be responsible.

To fix this problem:

  1. Go into Settings
  2. Enable "Client-Side" kickoff

Possibility 2: The Plugin is configured for the wrong admin-ajax protocol.

If your wp-admin URL in your browser starts with https:// instead of http://, switching protocols may solve the problem.

  1. Go into Settings
  2. Change the Admin Ajax setting to 'https'

Possibility 3: Basic authentication is protecting the WordPress admin area.

If you get a login popup window asking for a set of credentials whenever you login to your WordPress admin area (wp-admin) it's likely the server has basic authentication enabled. The plugin must be configured for this.

  1. Go into Settings
  2. Set "Basic Auth" to the credentials you normally enter in the popup

Possibility 4: A security plugin is blocking admin-ajax.

It's possible you have a security plugin running that's blocking things.

  1. Disable any security plugins
  2. Run a package build
  3. If build works, turn back on plugins and isolate the setting preventing the build

Possibility 5: The host is blocking admin-ajax.php

Some hosts have rules that block calls to admin-ajax.php. If you suspect this to be the case submit a support ticket.

Why does the build percent get stuck around 20%?
Getting stuck at 20% usually indicates there is a problem capturing the database. Go into Settings ❯ Packages and change the Database setting and retry (PHP->mySQL or vice-versa).
Why does the build percent get stuck around 40%?
This can happen on lower-end budget hosts. The zip process is getting killed by the server, due to limited resources. Below are some steps to follow to get around these constraints:

PHP Settings: You can create a successful faster build by increasing the PHP max_execution_time setting. Please update this value to 300 seconds or as high as your host will allow. You may need to get help from your host to perform this update or select a host that allows higher values beyond the default 30 seconds.

Filter Files: Try filtering out larger files/directories using the file/directory filter option and retry the build, both in 'Shell Exec' mode and 'ZipArchive' mode to get a package to complete. This will help you to identify if the issue is purely related to site size. And let you know which archive engine works best on your server. If you can not get it to build with "Shell Exec" or do not have access then then switch to ZipArchive.
  1. Go to Settings/Packages
  2. Change 'Archive Engine' to 'ZipArchive'

ZipArchive Settings: For ZipArchive use the Legacy setting. Set the "Max Worker Time" to the Recommended Max (see subtext). If your PHP max_execution_time was set to 300 then this value would be 210 seconds. Next adjust the ZipArchive Buffer Size. For every 2 seconds of Max Worker Time you can get around 1MB of data. So if your Max Worker is set to 210 then you should be able to set the Buffer to around 105MB. These rules are a general guidelines, if you find out that the build is working with the 2 seconds to 1MB ratio then it should be safe to slowly increment the buffer size by 10MB increments.
What should I do if a package gets stuck in the 'pending' state?

A package in the pending state often indicates that a package created by a schedule can't be processed due to an AJAX communication failure.

Do the following:

  1. Manually build a package (as opposed to using a schedule)
  2. If that package gets stuck at 5% that indicates something is blocking AJAX communication. See Why is the package build stuck at 5%? for details on how to resolve.
What should I do if I get the error 'Unable to read JSON from service'?

To resolve this issue please do the following:

  1. Go to Settings/Packages
  2. Change JSON to "Custom"
  3. Change Lock Type to "SQL"
  4. Retry building a package
What if I see warnings or errors during the 'Build Process'?
GENERAL ERRORS:
Open the log file associated with the package you tried to create and look for these items:
  1. Look for for warnings or errors, then check the Troubleshooting section below for the related issue
  2. Look for the text 'DONE PROCESSING' at the very end of the log file this indicates the package processed fully.
Turn off all cache plugins: Many of the popular cache plugins have been known to create issues when you go to create a package and re-install your system. It is highly recommended that you turn off all caching plugins while creating your package and add the cache directory to the directory filter list.
The package builds on Duplicator but not on Duplicator Pro, how to I get Pro to build?
When Pro was developed, the archive engine was completely overhauled. On the vast majority of servers Duplicator Pro's new engine works better than the engine in Duplicator Free. However, in a very small set of servers the Free engine works better than the new one in Pro. This is do to how the host has the system configured.

To switch back to the Free engine mode using Pro:
  1. Go to Settings ❯ Packages
  2. Set Archive Engine to "ZipArchive"
  3. Set ZipArchive to "Single Thread"
  4. Attempt to build a package again
Why is the package build slow?

There are several common reasons for a slow build:

Unnecessarily Files: Look for large file warnings during the scan report step. Go through the list and determine if you need to backup that file. Go back to the package creation screen and add the full path of any large unnecessary files to the ignored file list. Backups created by other backup plugins should not be backed up. Also look for larger log files and data that is not needed for a proper restore.

Note: If you have a larger database (over 20MB) consider using the mysqldump option also found in the Settings area. Be sure that your database has been properly optimized and consider using a free plugin such as wp-optimize to help clean up unnecessary data and optimize it for better performance.

System Zip: The zip routine built into the operating system is much faster in most cases then trying to use PHP. Goto the Settings/General page. Ensure "Archive Engine" is set to "Shell Exec" instead of "ZipArchive".

"Shell Exec" results in much faster builds but some budget hosts don't support it unfortunately. If your host does not support it you can ask them to enable shell_exec for PHP or consider using a recommended host that does.

Slow Server: If you've tried the options above but your builds are still slow, chances are if your on a budget host then the server is currently overloaded. Please contact your host's support and ask to move servers or have the slowdown investigated. If you have access to your on server or VPS consider increasing the PHP memory_limit.

What's the difference between "Shell Exec" and "ZipArchive" Engines?

Shell Exec: The Shell Exec engine uses the 'zip' executable on the server to create the package. This is generally a faster and more robust solution than ZipArchive. We recommend you choose this option if it's available on your system.

ZipArchive: The ZipArchive engine uses PHP logic to create the zip packaged. This method is generally slower than the Shell Exec option and can have problems capturing files with non-western filenames

How to resolve "zip warning: No such file or directory"?

This usually indicates files are actively changing on the site while the package is being built. Plugins such as Backup Buddy Stash Live and Vault Press are two examples of plugins that do this.

  1. Determine what plugin is actively writing or removing files on your site.
  2. Deactivate that plugin temporarily.
  3. Build the package.
  4. Reactivate the plugin.

If you can't determine which plugin is causing the problem, add the cache directory to the file filter:

  1. Click Enable File Filters
  2. Click the cache link above the Directory box.

Post-Build

Why can't I download files / get a corrupted installer / see a 404.3 message?
Disable .htaccess: On some systems the .htaccess file inside the storage directory can cause issues with downloads. To find out if this is the case on your system goto: Duplicator > Settings > Storage and check the box that says "Disable .htaccess File in Storage Directory". Then try to download the installer or archive file.
If you have issues when clicking on any of the following buttons; Archive, SQL File or View Log then it is likely that your web server does not have the correct mime types setup. In order to download these files your web server will need to be able to deliver .sql, .log, and .zip files. Check with your server administrator on how to make sure the correct MIME types are configured for download.

A quick setting for Apache web servers is create or edit your .htaccess file following these instructions. Add the following text to your .htaccess
AddType application/octet-stream .zip .log .sql
This tells the Apache Web Server to treat .zip .log and .sql files as download-able. Other web servers will have similar configurations. In some cases you may need to check with your server administrator to see how the web-server is sending down files. If you can not download the installer.php file then you will need to follow the directions below and get the file off of the server via FTP.

Download via FTP: You can always manually download any of the package files via FTP or cpanel by going to your builds directory which should be located in a path like this /your_site/wordpress_root/wp-content/backups-dup-pro (or the new storage path you setup) on your web-server.
If you continue to have issues then you might want to check with your hosting provider or server admin to find out why the server is having issues downloading the specified files.
Why didn't my scheduled build run on time?

The plugin uses a mechanism similar to WordPress' standard cron scheduling which requires someone to visit the site for an action to occur.

This means if you don't have any visitors at the scheduled time, the package won't build until a visitor requests a page. It's designed this way because the web server only reacts to visits and doesn't have any active threads running.

To make scheduled builds more accurate:

  1. Move the scheduled time to a time when your site normally has visitors.
  2. To avoid bogging down your site during a busy time go to Settings/Packages and set "Host Throttling" to Low or Medium. This lessens the impact to site responsiveness but slows the backup a bit.

Installer

Pre-Install

How do I install my site to a new host while my old site is still up?

It's highly desirable to have little to no downtime when moving a site - but how exactly can you install the new site while the DNS is still pointing to the old site?

In short, you trick the machine running your browser into thinking the DNS has already been changed by editing its hosts file.

Just do the following:

  1. Change your hosts file* to make your domain name point to the new location
  2. Browse to the installer.php and install the site
  3. Test to ensure everything is working
  4. On your domain registrar, switch to your new host's DNS servers
  5. After you are confident the DNS changes have propagated remove the entry in your hosts file

*This site explains how to edit the hosts file on different operating systems.

How do I launch the installer & what should I expect?
  1. Make sure your server has PHP, Apache (or a similar web server) and MySQL.
  2. Your site should not already have WordPress installed.
  3. Copy both the archive file and the installer.php files to an empty folder on your web server. Make sure the directory they are copied to have the correct permission. Then open a web browser and browse to the installer.php file. http://yoursite.com/installer.php
  4. Connect to your Database using the 'Test Connection' button. If your on a host then you will need to manually create the database using a tool like phpMyAdmin.
  5. Fill-in the installer fields and proceed with the installation.

Restarting the install process:
1. Remove all files and directories from where you just installed your site (except the installer and package file).
2. Hit your web browsers back button or browse to the installer.php file again.
3. Run the installer again.
How long should I wait for the installer to run?
The installation process may take a few minutes (never hours) depending on the speed of your system and the size of your content. Be patient and wait for the process to complete. Once the installation starts an install-log.txt file is created in the same directory as the installer.php and package file. You can open up this file anytime during the install and see the progress of the install. You will have to refresh the page to see any process updates to the log file.
How do I create a database and user for install?
You have two options when it comes to setting up the database:
1) Create a database and user manually using your host's control panel then assigning the user full rights to the database.
-or-
2) Create a database at install time using the cPanel option within the installer

If you go with option 1, at install time go with Basic or cPanel option in the installer and choose that you want to clear the database rather than creating one. With the Basic option you will have to manually type in the name of the database and user while the cPanel option will present the database and user within drop down boxes.
Why do I get plain/binary text or a download prompt when browsing to the installer?
When you open a web browser and browse to the installer.php file such as http://yourserver/installer.php you are asking the web server to process the PHP file. If you see a bunch of text and code then the web server you placed the installer file on is not setup correctly or not setup at all. In order to run WordPress you will need a web server such as Apache, PHP and a database like MySQL. For instruction on how to setup your own WordPress server see this article. There may be others issues you run into. Below are various suggestions/fixes for this possible scenarios.

PLAIN TEXT:
If you just seeing plain text/code on the screen the simple fix most of the time is to open the httpd.conf or .htaccess file and add the following lines:
AddType application/x-httpd-php .php .htm .html
AddHandler x-httpd-php .php .htm .html
It will be different on your setup so Google whatever platform your using XAMPP/MAMP/SUSE etc. along with the term AddType php and there should be some posts that explain exactly how to set it up.
BINARY TEXT:
If you are just seeing binary text/code on the screen such as:
1f8b 0800 0000 0000 0003 ecfd 7b57 1bb9 d228 0eff 9dbd d6fe 0e8d 7706 ecd0 3636 09b9 d8e9 7813 7012 26dc 8221 2401 86a7... Then the download logic may have some issues with streaming the file down to your computer. The easiest way to get a good copy of the installer is to FTP to the wp-snapshots folder (in your WP root) and use bring the installer file down to your computer and then try to open in an editor like Notepad++. The file at this point should be a normal PHP file.
NAVIGATION ISSUES:
If the installer has other issues such as not being able to submit data then make sure you are not forcing specific php handlers. Some hosts will have a line in .htaccess file such as:
AddHandler application/x-httpd-php5s .php
Comment out this line by adding a # sign in front.
If your seeing issues such as prompt to download the installer file then you may have a .htaccess file that is corrupt or not configured to work on/at the new location it was copied to. Sometimes removing your original .htaccess file that got packaged inside the package.zip file can resolve issues at install time. If you find your-self experiencing strange issues at install time try removing the .htaccess file that is in the same directory as the installer all together.
PARSE ERRORS:
If you see an error such as:
Parse error: syntax error, unexpected $end, expecting T_VARIABLE or T_DOLLAR_OPEN_CURLY_BRACES or T_CURLY_OPEN in ... installer.php on line 1300

Then the encoding on your file is not being accepted by your web server correctly. The fix for this is to open a program like Notepad++ and play around with the encoding from Ansi an UTF-8 try to convert from one format to the other and then save the file and then re-upload the installer file to the server to see which version works.

Additional Search Links:
Stackoverflow | Google Search
How do I do a 'Manual Extraction' or run installer without Zip enabled?
If you are experiencing timeouts when installing, try the following procedure to manually extract the package zip before starting the install.

1. Place the installer.php & {package}.zip where you wish to install your site. Ensure the directory is empty.
2. Open a file browser or cPanel file browser and navigate to the {package}.zip file
3. Extract the contents directly into the same directory as the {package}.zip file
4. Open a web browser and browse to the installer.php
5. Check the box 'Manual Package Extraction' under 'Advanced Options' and click install
I'm having some issues on my Mac what might be the problem?
In Mac systems you can automatically unzip files when download is complete on some browsers. This will cause issues with the Duplicator because the installer looks for a zipped up package file. To turn this feature off in browsers like Safari please follow these steps: Go to: Preferences > General > Open Safe files after downloading -- leave this box unchecked.

Install-Time

I'm running into issues with the Database what can I do?
If your running into connection issues or other database problems during the install process there are several things to consider. Please view the various items that may pertain to the issue your seeing:

Connection Issues:
Double check your user-name and password...then triple check them. This is one people often overlook. Also make sure they have the correct permissions for what your script requires. For example, a read only user can't add data to the database... they would also need write privileges.

Connection Check List
  • The database or database user has not been created
  • The database user has not been assigned to the database
  • The database user does not have the correct permission levels
  • The password does not match the user
  • Contact your hosting provider for the exact required parameters
Quickest Fix: If your on a hosted server contact your provider to make sure your using the exact credentials they need for their servers. Many hosting providers have different ways for how to connect to their databases. You will need to validate what exact parameters they use on their servers. For the fastest response just connect with them via email, a chat channel or given them a call.
Localhost will work in most cases however it does not always work which is why you will need to check with your hosting provider for the exact settings. Often it's something like mysql.yourname.com or mysql.hostingcompanyname.com. Sometimes it may even have a port number like "mysql.hostingcompanyname.com:1400" If you ask your hosting provider they can point you in the right direction. Please see this site for other various combinations.

Here are the help files to some of the major providers:
Access Denied:
If your error message contains the text "Access Denied" this means you don't have your Database users setup correctly. Please review this article for a detailed rundown on how to setup your database user accounts. If your error message contains something such as "Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2)" then it is most likely that you don't have the hostname correct. Please see this forum thread for an example of how to locate the correct hostname.
UTF8 Inputs:
If non ASCII characters are detected as part of the database connection string and MySQL server is not configured correctly then you will not be able to connect. This issue can be resolved by updating the MySQL my.ini configuration. Add the setting 'character_set_server=utf8' under [mysqld] and restart the database server. This value may just need to be uncommented.
Creation Failure:
If your error message contains the text "Unable to create database..." this means your host does not support creating databases through PHP code. In this case you will need to create a database through the tools they provide. On most hosts you can do this through the cpanel. Please contact your host for how to create a new database.
Database Errors:
If the Duplicator log shows errors such as: **ERROR** database error write '...' then it's possible you have issues when running on MySQL 5.7+ in strict mode. If this is the case you can try the following:

1. Open this file in notepad: C:\wamp64\bin\mysql\mysql5.7.9\my.ini
2. Add the final line to the file:
[mysqld]
port = 3306
sql_mode=NO_ENGINE_SUBSTITUTION
-OR-

If the above procedure didn't work for you, do the following:

1. SSH into your server as root and create the file /etc/mysql/conf.d/disable_strict_mode.cnf
2. Open the file and enter these two lines:

[mysqld] sql_mode=IGNORE_SPACE, NO_ZERO_IN_DATE, NO_ZERO_DATE, ERROR_FOR_DIVISION_BY_ZERO, NO_AUTO_CREATE_USER, NO_ENGINE_SUBSTITUTION
3. Restart MySQL by executing
sudo service mysql restart

* The above procedure is from serverpilot.io
MySQL server has gone away:
This is usually an indication that the SQL server has timed out during an operation. To get around this problem you will need to manually import the database before install.

Do the following:
1. Extract the database.sql from the zipped archive.
2. Go to phpAdmin or the equivalent.
3. Remove existing database tables. The phpMyAdmin procedure is described here.
4. Import the database.sql into the chosen database. The phpMyAdmin import procedure is described here.
5. Browse to the installer and choose "Manual SQL Execution".
6. Fill in installer values and proceed with install.
Basic Troubleshooting:
When the installer tries to connect to the database it does so with a very simple PHP function mysqli_connect. If you believe all the parameters your entering in the installer are correct, you can validate them by creating a simple file in the same directory as the installer called db-test.php. Then place the following code in the file and fill out the parameters. This will help isolate if your params are in-deed correct:

<?php
$link = mysqli_connect("127.0.0.1", "my_user", "my_password", "my_db");

if (!$link) {
	echo "Error: Unable to connect to MySQL." . PHP_EOL;
	echo "Debugging errno: " . mysqli_connect_errno() . PHP_EOL;
	echo "Debugging error: " . mysqli_connect_error() . PHP_EOL;
	exit;
}

echo "Success: A proper connection to MySQL was made! The my_db database is great." . PHP_EOL;
echo "Host information: " . mysqli_get_host_info($link) . PHP_EOL;

mysqli_close($link);
?>	
* Note: This script is also available in the Duplicator Pro tools directory /plugins/duplicator-pro/tools/db-test.php
What is Compatibility mode & 'Unknown collation' errors?
Unknown Collation:
If you receive a 'Unknown collation' error this is because the MySQL server being installed on (target server) is older than the MySQL engine you created the package on. An error message such as:

**ERROR** database error write 'Unknown collation: 'utf8mb4_unicode_ci'

Will be triggered because the MySQL version being used does not support this table format. You can view the MySQL server version comparison by clicking on the 'Test Connection' button in the installer or by viewing the installer-log.txt file. The output will look something like:

MYSQL VERSION: This Server: 5.4.22 -- Build Server: 5.7.10

Duplicator does not change the Database collation, because in some cases there is a risk of possible data corruption. However we do provide several work-arounds with OPTION 1 below being the most recommend and safest way to ensure you do not end up with collation errors.

OPTION 1:
Update Software

The cleanest and safest way to fix 'Unknown Collation' issue is to update your target MySQL server to the same or newer version than where the package was built. For issues with just 'utf8mb4_unicode_ci' collations then version 5.5.3 or better should work. For more advanced version such as 'utf8mb4_unicode_520_ci' and others you will need to match or go higher than where the build was created.

Quickest Fix: The easiest way to solve this issue is to ask you're host to upgrade the MySQL server. If your running any version lower than 5.5.3 then your using a very outdated version of MySQL server. 5.5.3 was released in 2010 which means the version of MySQL server you're using is even older We strongly encourage users to work with their hosts to use up-to-date software for improved security and performance and to stay in compliance with updates from WordPress core.
Additional Resources:
http://dev.mysql.com/downloads/mysql/
https://make.wordpress.org/core/2015/04/02/the-utf8mb4-upgrade/

OPTION 2:
Compatibility Mode

Mysqldump Compatibility mode helps produce a database sql script output that is more compatible with other database systems or with older MySQL servers. The Duplicator supports several compatibility modes all of which are only available when mysqldump mode is enabled in the plugin. Compatibility mode can be enabled when building a package using the mysqldump option.

The Duplicator will only allow compatibility mode during the creation process. It is not allowed when creating templates or with schedules. The reason for this setup is to discourage using these settings and fix the real issue which is to update your database server.

Database Upgrades: Compatibility Mode should only be used as an absolute last resort. The recommended approach to fixing database issues is to make sure that both database servers are up-to date and very close in version numbers (see OPTION 1). For example if the database server where you create the package (database) is 5.7.5 then the database server where you install the package should be at least in the 5.7.N range. Ask your host or server admin to upgrade the mysql server to a newer version if possible. If your host will not upgrade to a recent upgrade ask them to upgrade to as high of a version as possible.

Data Preservation: While there are several work-a-rounds on the internet (Option 3) explaining how you can modify the current SQL file or use mysql dump compatibility mode, the main underlying issue is that you stored data in one format and are now going to convert it. These techniques can lead to data loss and incompatibility issues later down the road. The correct approach is to upgrade the MySQL software.

OPTION 3:
Manual Configurations

These options are for advanced users and should be performed with caution. The options require updating the database.sql script or updating the source database table collation types. Below are three different approaches but only one option is required to address the issue.

Update database.sql:
For 'unknown collation' issues you can try the follow the steps below:
  1. Extract the archive zip file manually
  2. Open the database.sql file with notepad and Search & Replace 'utf8mb4' with 'utf8'
  3. Then browse to the installer.php file on the server and choose Advanced & check 'Manual Extract'
  4. This can also be attempted with other collations i.e. replace 'collation_type_1' with 'collation_type_2'

Update Source Database with Code:
This options requires that you really understand your system and have made backups ahead of time. The script will allow you to alter the collation on the build server so that it can be supported by the target server. The full script can be seen on stackoverflow at: http://stackoverflow.com/a/29939906/2808424

Update Source Database with IDE:
If you don't feel comfortable running the code above you can also use an IDE or GUI tool that will allow you to manually change the tables collation either with SQL statements or through and interface. Again these options requires that you really understand your system and have made backups ahead of time. Below are some easy to follow step by step for updating the collations via an IDE such as phpmyadmin:

Note: We do not officially support Database table collation changes, however we do provide work-a-rounds for emergency situations. If you do use OPTION 3 we will not be able to assist or help with any issues after migration. However we do have partners who will help with collation changes and all the steps needed to properly move your site to an older server. Please visit our partner page for more details.
Why does the installer not finish or error (403, 500) before the last step?
While these issues are not common, they can occur on budget hosts or hosts that may not be properly configured for the installer to run. Below is a list of "QUICK OPTIONS" and "ERROR RESPONSES" and recommendations for each. For error codes please jump directly to that code number.

QUICK OPTIONS

Timeout Issues
The web server is not configured to run long enough to extract the archive and install the database.
  • The quick & easy workaround is to perform a manual extraction.
  • Its also recommended to use mysqldump for larger databases and shell_exec for large archives if possible and your host supports them.


Disable Plugins
If you have security or caching plugins installed its recommended to temporarily disable them to avoid conflicts at install time. Some security plugins can research outside of a WordPress and monitor external folders, while others once enabled in a new environment need additional configuration.
  • This can be done by creating your package with all cache and security plugins temporarily disabled and add all cache paths to the directory filters list.
  • If your already too far into the install process and don't want to create a new package you can always perform a manual extraction and temporarily remove or rename the plugin folder of the plugin you suspect to be causing issues. Finish up the install process and then restore the plugin.


Wordfence Plugin
Wordfence is an excellent plugin, but moving a WP site with it enabled can cause issues when initially trying to get the site re-deployed.
  • The quickest fix is to disable the plugins firewall temporarily until you get your site deployed.
  • Wordfence has a firewall feature that filters php code. So when running the installer.php, it could be blocked by Wordfence. This is more relevant for users with multiple WordPress installations. For example if your attempting to duplicate a WordPress install while another WordPress site existed in another directory, then you may get an "403 Access Denied" error since Wordfence works across multiple directories. Below are some the steps to whitelist the installer:
    1. Go to your Wordfence Live Traffic page.
    2. Look for a red highlighted section saying installer.php was blocked. Click the "Whitelist param from Firewall" button and see if the installer.php works.
    3. After installation if you remove the rule, but be sure to white list it again when you go to run the installer.


Check .htaccess file
Improper web server configurations can cause issues such as:
  • Missing directory Index: To fix add DirectoryIndex index.html index.php to .htaccess
  • Check with your host for mod_security rules for example the following rule on Siteground hosting will lift a server security rule for the installer to properly:
    <IfModule mod_security.c> SecFilterRemove 001838 </IfModule>


ERROR RESPONSES
  • 500 Internal Server Error
    If you get this error from any log or response please see:
    "How do I handle 'Internal Server 500' messages?"
  • 403 Forbidden/Access Denied
    If you get this response it can be related to permissions, below are a few options:
    • Give your root WordPress folder permissions (such as 755)
      Note: Step 1 Advanced options will allow you to recursively set permissions on directories or files
    • Contact your host with the error and ask them about any firewall rules they enforce.
    • Check the .htaccess file see "Check .htaccess file" above...
    • Temporarily disable any firewall/security plugin see "Disable Plugins & Wordfence Plugin" above...
Also See:
» How do I handle "Internal Server 500" messages?
» Wordfence documentation
» ModSecurity Site | ModSecurity Reference
The installer is having issues extracting the archive.zip file what should I do?
When the installer is extracting your archive.zip file you could receive an error. Below are the step by steps options you can take to get around an archive that is not extracting correctly.

1. Validate Archive
The process of moving the archive.zip files across servers can corrupt the file. You can quickly determine if the archive is valid by trying to extract it on your local computer with a client side program such as winzip, winrar, 7zip etc..

If the client side program errors during extraction then the archive.zip file has become corrupted either during the download or the creation process. Proceed to step #2 if the client side program also errors. If the client side program works without issues then proceed to step #3.

2. Validate Download Process
If you transferred via FTP make sure that the FTP client is in binary mode when transferring down to your local box and then also when it's transferring back up to your host or destination server. If you downloaded straight from the plugin interface then try the download one more time to make sure that the http transfer is clean.

3. Change Archive Engine
On Step 1 of the installer under "Advanced Options" you can change the engine which tries to extract the archive. On some hosting providers you will have the ability to use multiple extraction engines. By default almost every server will support "ZipArchive", however some hosts also support "Shell Exec Unzip". If you run into issues during the extraction process try to switch the archive engine from one format to the other.

4. Manual Extraction
If for some reason the client side program works fine (see step #1) and neither of the archive engines work from step #3 then you may want to try a manual extraction of the archive file.

Post-Install

I can view my home page but no subpages work. How to fix?

This is probably a permalink issue with the most common cause being the 'mod-rewrite' module not being enabled in Apache.

Apache 2.x on Linux

In a terminal, execute: a2enmod rewrite
/etc/init.d/apache2 restart
WAMP
Instructions here

IIS
Instructions here

All Other Systems
Google for how to enable mod-rewrite or permalinks on your particular system.
Also See:
» Why do I get a 404, redirected, path errors or unable to login after installing?
» Why are some of my plugins/images/links not updating?
Why do I get a 404, redirected, path errors or unable to login after installing?
This can be caused by a redirect on your server. Here are several places a redirect can be triggered from:
  • Mis-configured wp-config.php file
  • Mis-configured .htaccess or functions.php file
  • A redirect plugin you may have installed
  • Inside an html file via a meta refresh tag or a JavaScript redirect
  • Some cpanels allow for redirects
  • Follow these steps for fixing perma links
  • See "View Install Report" on the final step of the installer for clues to URLs that did not migrate properly
  • Try to remove your .htaccess file and start with a fresh one
URL Trace
There are a many tools online to test URL redirects, just Google for it. If your testing on a localhost you can find tools online that will help.
A Mac/MAMP solution
1) open terminal
2) type defaults write com.apple.Finder AppleShowAllFiles YES
3) open the folder where the site is
4) look for a hidden htaccess file and delete it
5) check your site
Also See:
» I can view my home page but no subpages work. How to fix?
» Why are some of my plugins/images/links not updating?
What is my WordPress admin password?
There are several different options to get logged into your wordpress admin if you lost the password or logging in does not seem to be working.

- Your password will be the same as the site you duplicated, be sure to try a few times.
- Try to have the password emailed from the login screen.
- In step 2 under advanced options of the installer you can create a new Admin account and use that to login.
- You may have to reset the password by following these instructions
The WordPress installer keeps showing up after I install.
This behavior should not happen and is usually caused by a corrupted database or data that was not transferred properly. Here are a few things you can perform if you see this issue:

OPTION 1: Check log file
- After completing step 3 in the installer check the installer-log.txt
- Look for lines with **ERROR**. This indicates that data was not properly transfered to the new/existing database
- The installers MySQL server may not fully support the SQL script from the MySQL server where it was built
- See the following question for more details:
    What is Compatibility mode & 'Unknown collation' errors?

OPTION 2: Repair DB
- Run a repair and optimize on your database.
- Create a new package again
- Start over with a new install
Why are some of my plugins/images/links not updating?
In some situations the quickest way to fix broken images/links/widgets sliders or parts of your site that are not functioning correctly is to re-save the settings for that theme/widget/plugin by going into the setting area in your WordPress Administrator and re-saving those particular settings.
With over 50,000+ plugins available for WordPress it is very difficult to know what they all do and how they store data. Some minor modification may need to be made after your done with an installation. If your using plugins like 'All in One SEO' or other plugins that internally update your site title then you will need to manually update those types of plugins.

Pay Attention to your install URL
On step two of the installer you are asked to enter a new URL. This step is very important as it will define the replace logic used to update all of your links. The old URL is replaced with the new URL. It is an exact match. If you find that a link did not get updated correctly, you will need to validate that the link was exactly the same as the old URL found in step two of the installer, if for any reason it was different then you will need to manually update that data for that link.
After you are done installing, and a plugin or theme does not seem to be working correctly its best to try and re-save that plugins settings. Also pay close attention to the report in step 3 of the installer as it will help show you errors or warnings in data that may have issues. Here are some checks you can make:

  • Check out the write up on permalinks at Wordpress.org.
  • Check to see that you don't have hot-linking enabled. For cpanel users here is a quick rundown.
  • Check your wp-config.php to make sure you don't have global parameters set which point to an old URL
  • Validate you don't have any plugins installed that mess with how your URLs work.
  • Check the install report on step 3 of the installer and make sure no errors or warnings were found attention to the report in step 3 of the installer as it will help show you error or warnings in data that may have issues.

If an individual theme or plugin is missing data you will be able to resolve your issue much faster by contacting the theme author or plugin author. Explain to them that you just migrated a website and the settings to their theme or plugin is not working correctly. They will be able to much better assist you with the issue and help you isolate how to fix their theme or plugin than we can. However we are still here to help if you need us...
Also See:
» I can view my home page but no subpages work. How to fix?
» Why do I get a 404, redirected, path errors or unable to login after installing?
Why are some of the files from the package.zip not extracting correctly?
This behavior should NOT happen and is usually caused by either a corrupted zip file or a zip file that was created with filenames that are too long. Below is a list of items/plugins that create file names that are too long.

WP-Minify Plugin
  • Path: plugins\bwp-minify\cache
  • Fix: Flush the cache in the plugin settings or remove all files from cache directory
WP-Super Cache Plugin
W3 Total Cache Plugin
  • Path: wp-content\cache
  • Fix 1: Exclude the directory with the "Exclusion Filter" in the options dialog.
  • Fix 2: Flush the cache in the plugin settings or remove all files from cache directory.
  • Fix 3: Temporarily remove and delete the plugin then create a new package set from the Duplicator

To validate files are not correctly extracting. Download the package to your desktop and try to manually extract with a desktop program like winrar, winzip or any other zip extracting software. During extraction you will receive and error message if there is a corrupt file in the archive.
What if I get errors or warnings on the install report?
The install report on step 3 of the installer is designed to show were there might be issues with the installation. Please note that in some cases you will receive errors however they may not effect the overall functionality of your site. Below is an overview of the error types.

Step 1 - Deploy Errors

Deploy errors are related to data that was written to the installer-data.sql data dump file, but for some reason had issues getting inserted into the new database. These error are generated during step 1 of the install phase. These errors you will want to pay closer attention to because you are basically going to be missing data that was in the previous database of the site you cloned.

Queries that error during the deploy process are logged to the install-log.txt file. To view the error result look under the section titled 'DATABASE RESULTS'. If errors are present they will be marked with '**ERROR**'.

For errors titled 'Query size limit' you will need to manually post the values or update your mysql server with the max_allowed_packet setting to handle larger payloads. If your on a hosted server you will need to contact the server admin, for more details see: https://dev.mysql.com/doc/refman/5.5/en/packet-too-large.html.


Step 2 - Update Errors

There are 3 types of update errors:

  1. Query Update Errors: These are basic query statements that have issues running on the new server. These can be caused by data integrity issues, incompatibilities between database engine versions and other possible issues. If you get an error in this portion then you will need to inspect the query and debug why it may have issues with migration.
  2. Table Key Errors: These issues are basically tables where the new URL value was found but can not be updated because their is no table key to update from. These values will need to be located manually and updated.
  3. Serialization Errors: PHP serialization can have issues when one of its internal values are update. When the update runs it will detect if the value is stored in a serialized format and if it has a new URL value to replace. If it does then it tries to perform the update and then repair the serialized value so that its length is correct. Serialization errors can happen for a number of reasons and can be looked at by running the provide query. See the section below for how to manually fix a serialized string.
How to repair a serialized string:

  1. Locate the string that was unrepairable by using the provided install report query.
  2. Visit this page: http://unserialize.onlinephpfunctions.com/
  3. On URL above you should see this sample serialized string: a:1:{s:4:"Test";s:17:"unserialize here!";}. Take a piece of it-- s:4:"Test";. That means "string", 4 characters, then the actual string. Then change "Test" to "Tes", for example and press the Execute button. This will generate an error. This is basically what happens to most string values. The numeric character count to gets out of sync with the string.

    What you need to do it get those character counts to match your new strings count. This will fix the serialized string. This is pending it was not corrupted by any of other type encoding. If that is the case then encoding issues will need to be evaluated.

Quick Check: If you do receive any errors on the install report follow these steps:

  1. Check your site for any possible issues. If your site is solid and stable and the error counts are low then in most cases you have nothing to worry about. You may have to just resave the settings for a particular theme/plugin/widget.
  2. If your still concerned about the error. Run the SQL queries provided by the install report and check the error log to evaluate the queries that had issues running. Also you can perform the checks yourself by using phpmyAdmin.

Troubleshooting

Log files & System Access

How do I read the Package Log?
The Package log shows every step of the package creation process. Follow these steps to see a package log file:
1. In the "Packages All" screen under the Package column click the "Details Button" .
2. Under the Files section click the "Log Button"
3. Copy all of the contents of this log and save it to a .txt file
4. Attach the log file to your ticket
Help Tickets: Please DO NOT post any log data on public support forums such as WordPress.org unless you remove/mask out all meta-data that is secure as it contains sensitive data. If you are not sure of what data to mask out then do not post it; just use the private secure help ticket system.
How do I read the Installer Log?
The Installer log (installer-log.txt) logs the installation process. Follow these steps to properly see the log:
1. On the installer.php file fill in the required inputs and click the install button and complete the install process
2. Click on the installer-log.txt link at the top of the final screen in the installer
3. For Duplicator Lite the log is in th same directory as the installer.php. For Pro it will be in the dpro-installer directory
Help Tickets: Please DO NOT post any log data on public support forums such as WordPress.org unless you remove/mask out all meta-data that is secure as it contains sensitive data. If you are not sure of what data to mask out then do not post it; just use the private secure help ticket system.
How do I share system access for package build issues?
VERY IMPORTANT! Please read all instructions to help diagnose your issue quickly. Copy the text from the box below into your help ticket using the exact format.

Test Logins: Please test ALL usernames and passwords and make sure you can login to the specific system yourself. This will help avoid having to resending the data.

Accounts: If you can not create a temporary FTP or Cpanel account then temporarily change the password while we diagnose your system. You can easily change your password back once we are complete. Do not send your current password!
Problems Building Package
Copy ALL text in box below into your help ticket and update values
Copy to Clipboard WORDPRESS ADMIN
url:  http://full-url-to-yoursite/wp-admin
user: [temporary wp-admin account]
pass: [temporary wp-admin password]

FTP ACCESS* -or- CPANEL
url:  domain-or-ip-address.com
user: [temporary ftp/cpanel account]
pass: [temporary ftp/cpanel password]

* Please make sure FTP account has visibility of and write access to WordPress directory. We recommend setting up a temporary account if possible. FTP is preferred over cpanel

How do I share system access for installation issues?
VERY IMPORTANT! Please read all instructions to help diagnose your issue quickly. Copy the text from the box below into your help ticket using the exact format.

Test Logins: Please test ALL usernames and passwords and make sure you can login to the specific system yourself. This will help avoid having to resending the data.

Accounts: If you can not create a temporary FTP/Cpanel account then change the password while we diagnose your system. You can easily change your password back once we are complete. Do not send your current password!
Problems Installing a Package
Copy ALL text in box below into your help ticket and update values
Copy to Clipboard WORDPRESS ADMIN:   (where package was created)
url:  http://full-url-to-yoursite/wp-admin
user: [temporary wp-admin account]
pass: [temporary wp-admin password]

INSTALLER INFORMATION:

SETTINGS:
url:  http://my_url.com/path_to_installer.php
path: [/public_html/path_to_my_site/installer.php]

FTP SERVER -or- CPANEL:   (Where installer.php is located. Both FTP and cPanel are preferred.)
url:  domain-or-ip-address.com
user: [temporary ftp/cpanel account]
pass: [temporary ftp/cpanel password]

NEW DATABASE SETTINGS:   (values used in installer.php setup)
host:     [localhost-or-hosts-requirments]
database: [The database name]
user: [database user that has access to create tables]
pass: [database user password]
validate: yes I followed the <Install Preparations> below

<Install Preparations>
Please make sure these items are completed before sending your information
  1. The installer.php and package.zip file are in a web directory that can be browsed to via "http"; with no other files or folders. If you have other files in the directory then the extraction process WILL overwrite those files/folders. Therefore we won't diagnose your system unless the directory only contains the two files.
  2. Be sure you can connect to the database, via the 'Test Connection' button, with the credentials you sent.
  3. I have tested all usernames/password and can login via FTP/cPanel with the credentials above.

Caution: The database settings that you give is what we will use to populate the database with. If this database already contains important information then it WILL be overwritten with the new package data. Please double check the credentials you send us as we will not be responsible for lost data. We also strongly recommend that you have a backup of all databases and important files ahead of time.
How do I share my package file?
There are times where support needs to validate your package files. Please follow only one of these options:
  • Share Button: Goto Packages > Package Details > Click "Share" Button. Click "Select & Copy". Paste links into your ticket. Note: Personal computers (localhost) or sites that are not internet accessible will not work.

  • Cloud Service: Share your files via Dropbox, Google Drive or other services by following these steps:
    1. Upload both the installer.php and archive.zip to a shareable location on your cloud service.
    2. Copy the shared link provided by your service into the ticket
    3. After we have responded to ticket please remove your files
    Note: If an email is required to share please use: admin@snapcreek.com. Be sure to still include all the links in the ticket.
In order to avoid any delay with your ticket please be sure you are also able to download from the link provided when using the "Cloud Service" option.

Common Issues

What are some common issues with WAMP, XAMPP, MAMP and CPanel?
If you are new to setting up a web server locally such as XAMPP or the like we ask that you go through the online documents of those products. While we will try our best to point you in the right direct our support does not include time training users on other systems. If you have general setup questions for other software out-side of Duplicator specific questions they will be moved to the bottom of the priority queue.

Below are some resources that will get you started. If you're having trouble getting your local environment setups please use the general WordPress forums to ask your question(s). If you receive errors from the Duplicator on your local development box please contact support and we will get looking at your issued right away.
XAMPP Resources
- WordPress setup instructions to configure a local web server
- View the Website
- Ask a question on the Forums
- Review this WordPress item Install Basic XAMPP
- Watch this video localhost your wordpress
WAMP Resources
- View the Website
- Ask a question on the Forums
- Resolving Permalink Problems
MAMP Resources
- View the Website
- Ask a question on the Forums
- Ask Paal
Paal is a contributor to the WordPress Duplicator and a very experienced Mac user.
CPANEL Resources
- View the Website
- Ask a question on the Forums
How do I handle "Internal Server 500" messages?
500 errors are generic in nature and can be difficult to isolate. These errors can be related to file permissions, ownership rights, firewall/proxy configuration constraints or a server that is not configured correctly. Below is a list of starting points to isolate the issue:

ERROR LOGS:
In many cases error logs are critical with 500 errors. The best place to start is by checking to see if there are any clues in the error logs.
  1. WordPress Error Log: Occasionally there are incompatibilities with the new web server and the site itself (PHP version changes for instance). To track down the problem capture an WordPress error log while you refresh the page causing the error. See this article for how to capture the WordPress error log.
  2. Server Logs: These include the PHP error log and your web server error log such as Apache or Nginx. To find these files consult your hosts documentation. To find the latest errors match the correct time stamp in the error log with the time for which you were attempting to use the Duplicator. Sometimes error log messages can be vague and a quick Google search for the actual error message many times will lead to a quick resolution, especially if you include your hosting providers name.
  3. Duplicator Logs: While 500 error tend to happen before any Duplicator process is ran there are instances where a 500 error may happen in the middle of a process. Both the Package and Installer have logs specific to each process, check the logs for clues and if there are no work-a-rounds found in the log file submit a support ticket.

WHEN IS THE 500:
A 500 error can be experienced either during the package build process or during the install process. Below are some helpful tips depending on were you experience a 500 error.
  1. Building Package 500:
    • Disable Plugins: In some cases certain plugins (especially security and caching) will prevent certain actions from happening. If you have a security or caching plugin installed its recommended to temporarily disable it to make sure its not conflicting with anything.
    • Create Filter: Sometimes creating a root directory filter will allow the package to skip any files or directories that are problematic to how PHP is able to process and read them. This test step can help you isolate which directory (if any) might be triggering a 500 error.
    • open_basedir: The php.ini setting can cause all kinds of issues if not properly configured. See question: What is PHP Open Base Dir or "open_basedir restriction in effect"?
  2. Installing Package 500:
    • Disable Plugins: If the 500 error is present on the installer side then its recommend to create your package with all cache and security plugins disabled and add all cache paths to the directory filters list.
      Note: The directories filter has a quick add link for cached WordPress data.
    • If you receive a 500 error during the installation process see the FAQ item below:
      Why does the installer not finish or error (403, 500) before the last step?

A good hosting provider can usually better help pin-point or isolate what is causing the issue because they usually have elevated access to logs and monitors that general users can not view. In many cases these issues will need to be worked-out with your hosting provider. Make sure they are helping you to pin-point the issue. If your on a budget host you may have to try several different techs.

If one technician can't help you then ask to speak to another, there can be a wide range of skill level between each technicians and their willingness to help you out. We will try our best to help you resolve the issue, however 500 errors tend to be on the web server and normally are not issues we can solve through adding code to the plugin.
Also See:
» Why does the installer not finish or error (403, 500) before the last step?
Why do I get a blank/white screen on my site?
With millions of possible configurations it can be difficult for the Duplicator to catch every setup configuration during a migration. If you see a blank screen it may be related to some of the issues below. Also it's important to isolate the area that you're seeing the blank screen on and do a bit of research to see what might be causing the issue. For example if your WordPress administrator comes up blank then it will be best to do a quick Google of the issue. Searching for something like "wp-admin comes up blank" will help point you in the right direction and get you a quick answer.
Please consider trying these options:
  1. WP-CONFIG: Make sure your wp-config.php file is correct and view the wp-config.php codex
  2. SERVER LOGS: Examine the WordPress error log as explained here. Also you may access all server error logs by going to cPanel > Statistics > Error Logs or using your host-specific control panel. If you don't have direct access to the server logs ask your host support to look for any errors in the logs.
  3. BROWSER CONSOLE: Detect JavaScript errors by viewing your browser's console while refreshing the page.
  4. VALIDATE PLUGINS: Disable all other plugins temporarily and see if the issue persists. If so then enable each plugin till you see where the plugin conflict occurs.
  5. PERMISSIONS: Check the permissions on plugins files. Directories should be 755 and files should be 644. You may need to reinstall and enable Advanced > Permissions Files (644) and Directories (755).
  6. CHANGE BROWSER: Open another web browser and check for the white screen. If it works in the new browser then it may be a browser cache issue. You can usually fix this by holding down ctrl+F5 or manually deleting your browser cache.
  7. CHECK THEME: Change to a new theme temporarily to validate a conflict may be theme specific.
  8. LOGIN/LOGOUT: Try to login or out of your admin to check and see if your session maybe got messed up.
  9. CACHE PLUGINS: Clear all your cache plugins. Sometimes they can cause issues.
  10. TROUBLESHOOT: Check the WordPress Troubleshoot Codex
Wordpress JQuery Issues: This actually is an isolated issue on some WordPress installs and it deals with how load-scripts.php (a core WordPress file) is working. If you check your browsers debug window it will show if this is the issue. In Chrome you can isolate this issue by doing the following:

1. Right Click anywhere in your wp-admin when the Duplicator dashboard is loaded. Go down to 'inspect element' this will open Chromes developer tools. Click on the 'Console' button at the very top.
2. Now refresh the blank duplicator page, and you will see a 404 error on the load-scripts.php page. If you see the 404 error then it means your WordPress update was effected. If so there are several causes for the error.

Here are some workarounds that people have told me works:
[Work Around 1]   [Work Around 2]   [Work Around 3]   [Work Around 4]  

Others have just updated following these instructions: Try re-uploading all files & folders - except the wp-content folder - from a fresh download of WordPress. Make sure that you delete the old copies of files & folder before uploading the new ones.

Also if you google "load-scripts.php 3.5 'jQuery is not defined'" then you will find several solutions.
Also see: Why can't I download files / get a corrupted installer / see a 404.3 message?
What should I do when I see a warning in the log about " disk quota issues"?
Check your disk quota on some of these popular systems
[GoDaddy] [BlueHost] [cPanel Systems]

If your not sure about your Disk Quota contact your host. Typically they will give you a canned response like you have "unlimited space". The truth is a quota is placed on every account according the the Terms and Conditions of the account. Many cPanel accounts give you an unlimited number of domains you can setup. With each domain they create a new directory and cPanel silo for that domain which usually has a quota on how much space you can allocate to that directory see the link above.

Most web hosts control panels will have a progress bar on the main dashboard that shows how much space you have for the specified domain. If your not using a cPanel setup ask your host where you can find out your disk quota. So in short try to get a real answer from your host and if they still give you a canned response then try to upload a file which should be 5 times the size of your 'Pre-Scanned' site size. So if the pre-scan shows 50MB then try to upload a file that 250MB add see if it allows the file to upload. If it does not then you definitely have a disk quota issue.
How can I fix strange characters?
Strange characters such as " � " are a sign of encoding issues, when you move from one server to another things such as the database version or operating system can change. What worked on one server may not work on your new server.

By default WordPress sets your character encoding to UTF-8 or UTF8MB4. Adjusting your the Database charset and collation can help clear up these issues on some servers. Here are some items you can try:

OPTION 1 - wpconfig.php:

Online Overview: Try changing the DB_CHARSET option define("DB_CHARSET", "utf8");
define("DB_COLLATE", "");
Try using no options define("DB_CHARSET","");
define("DB_COLLATE","");
Try commenting out "//" the options //define("DB_CHARSET", "utf8");
//define("DB_COLLATE", "");
Try various options UTF8MB4 to UTF8

Try utf8mb4 or vice-versa: define("DB_CHARSET", "utf8mb4"); Try just utf8: define("DB_CHARSET", "utf8");
OPTION 2: Update Meta Tag
This is usually something you can do in your header.php file.The server is not sending the charset in the Content-Type header and the HTML meta fallback is broken:
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8?>

Note the invalid curly quotes instead of straight quotes. That means there's no valid declaration for what encoding the page is in and hence the browser takes a guess. Some browsers guess wrong.

OPTION 3: Fix Database:
Encoding issues can get complex and if the above solutions don't work then you may need to perform a deeper dive into fixing the issue.

Also see: How can I fix international characters issues?
How can I fix international characters issues?
Support for international character can vary across systems. The process of converting/retaining a character set when moving across different operating systems, web servers & database servers has many complexities, especially when the various versions are different across the build location and install location. If you run into character conversion/encoding issues below is a list of things you can try:

  • Check wp-config.php
    Look for the DB_CHARSET and DB_COLLATE constants, these values can affect how WordPress handles your character encoding. If DB_COLLATE and DB_CHARSET do not exist in your wp-config.php file, try adding/editing either definition to your wp-config.php file. Please be sure to read the following article to better understand Converting Database Character Sets.

  • Advanced Options
    In step one of the installer under advanced options there are two character values that you can try to enable which are "MySQL Charset" and "MySQL Collation" indirectly these values work with mysqli_set_charset. These values may not work on all systems.

  • Database.sql File
    Open the database.sql file in Notepad++ and selected "Encode in UTF-8" from the Encoding menu, without changing the contents at all. In some situations this can be more important than changing the DEFAULT CHARACTERSET, as it determines how the file is read by the operating system.

  • Operating System File Names
    On some operating systems and version of PHP there are known issues with working with files with international characters. This is currently a limitation with the underlying PHP ZipArchive and json_encode logic used in both Lite and Pro.

    A common work-a-round at this point is to filter the international files and then manually move them later. The scanner process will help you to spot these files. In Duplicator Pro there is a new process option called shell_exec which is supported by most hosts. This process can on most systems better handle international characters in file names. Please use this option in Pro if your running into file/directory names with unicode characters.

  • Online Forums
    Below are a few threads of some workarounds for international character sets that others have had success with:
    [WordPress Forum 1] | [WordPress Forum 2]

Please note if you do run into an issue please feel free to submit a ticket and we will do our best to help you work through any know fixes. However if the process involves upgrading your database or performing data conversion migration scripts then we recommend you work with a qualified developer to help research and diagnose your particular issue.

Duplicator only moves, it does not have the ability to repair and convert data when moving to a different server setup that does not support the environment it was created on. Please checkout the Duplicator Partner Page for a list of resources that specialize in data conversion.
Also see: How can I fix strange characters?

Permission & System Issues

I get an error/warning about permissions what should I do?
General Tips:
- Temporarily set your permissions to 777 on the areas where you are seeing errors to see if you can get past the issue.
- Check the owner/group (chown command) of the PHP process for the correct permissions.
- Some hosts dis-allow permission changes of the root directory see "Root Folders" below for other options.

Root Folders:
Some hosts prevent PHP from writing to the root folder of public_html directory. In this case you have a few options:
  1. Contact your host and see if this is a restriction for PHP to write to your web servers root and if they allow a work-a-round. Some hosts will provide you with a custom directive specific to their environments. Some will allow you to change owner (chown) on the root via ssh. Check with your host to be sure.
  2. If the root is off-limits then you will need to create sub-directory off of your root directory and place the installer and archive file in the sub-directory and run them from there.
Installer Tips:
When the plugin archives a file from "System A" to "System B" it will retain the permissions such as "644" from "System A" to "System B". If you want to change the permissions on "System B" at install time them follow these instructions:
  1. Browse to the installer.php "Step 1 Deploy"
  2. Under "Advanced Options" find the sections "Permissions"
  3. Set the Directories/Files to the permission sequence such as "644" and check the checkbox
  4. Click "Run Deployment" this will recursivly set the permissions for Directories and Files
  5. For individual directories/files login via FTP/SSH/cPanel and manually change the files.
Windows Permissions:
  1. Open Windows Explorer and locate the root folder that Wordpress is installed in.
  2. Right click this folder, select Properties and click the Security tab.
  3. Choose Edit then Add. The following users must be added and given FULL ACCESS permissions: IUSR & IIS_IUSRS.
  4. After completion change FULLACCESS back to standard configuration of IUSR & IIS_IUSRS for security

Permissions can be difficult to understand how a particular host or personal web server might need to be configured. The best way to alleviate permission issues is to have a general grasp of how permissions work. Check out this article for a full rundown on how permissions can be set up in WordPress and then consult your hosting company or personal web servers documentation. Please contact your hosting provider for more details on this issue if your not familiar with the concepts.
There is no additional code that can be added or changed to get permission to work in your environment should you receive a permission error. The plugin uses standard PHP calls for accessing the file system. If the PHP process that runs under your web server is unable to access a file or folder it's because PHP does not have enough privileges.

You will need to modify your permission setting to get the plugin to work. Because there are so many different possible configurations, web-servers and operating systems you will need to consult the documentation of your hosting provider or your personal web server you're using. One of the most helpful places to check is the forums for these particular services and software as permission issues is what they are used to dealing with.
Popular Host Docs: [HostGator] [GoDaddy] [HostMonster] [BlueHost]
What if I get a "Allowed memory exhausted" message?
This issue will occur when your server or hosting provider limits PHPs ability to use additional memory. This issue tends to be more common on low-end budget hosts.

You can try editing the .htaccess, php.ini or wp-config.php files. If none of these options work then contact your hosting provider and see if they can provide another option.

OPTION 1:
Edit your .htaccess file in your WordPress root
<IfModule mod_php5.c>
    php_value memory_limit 500M
</IfModule>

OPTION 2:
Edit the php.ini setting to this:
memory_limit = 500MB

OPTION 3:
Edit your wp-config.php file and add this:
define('WP_MEMORY_LIMIT', '500M');
This option would apply only to creating a package

OPTION 4:
Have your host increase the option for you or recommend an alternate approach.

After updating any of the options above be sure to make check that the setting works. You can do this by going to:
Duplicator Pro ❯ Tools ❯ Diagnostics ❯ Server Settigns ❯ PHP Section ❯ "Memory Limit" and make sure the value matches the value in one of the above options.
For the first two options on some system the web server will have to be restarted. The example values above are not required just a general guideline. Its recommend to set the value 20-30MB above the allocated warning. For example if see Fatal error: Out of memory (allocated 65839452) then your recommend settings would be 85-95MB and so on until the cap is removed.

Working with PHP ZipArchive
When creating Packages the Duplicator requires the ZipArchive class to be installed. For installing a package it is not required. Below are instructions for getting the ZipArchive working in your environment if it is not already setup.

You can easily validate the installation of ZipArchive by checking with phpinfo. These settings can be viewed by going to Duplicator > Settings > Diagnostics > PHPinfo. Within the phpinfo output search for "Configure Command" within the results of this command look for "--enable-zip". If that is not present then talk with your hosting provider.
Duplicator says the Zip Archive extension fails, but my host says it's enabled. What should I do?
Be sure your host is looking at the same thing as there are several versions of doing Zip compression in PHP. Have your host visit this link for instructions on how to enable the Zip Archive class. This extension is enabled on almost all major hosting platforms by default.
ON HOSTED SERVERS
Just contact your hosting provider and tell them you want PHP with Zip support so that the "ZipArchive Class" will work. This is a very common feature and is available on almost all shared hosting environments.

ON YOUR COMPUTER
On your own computer you will to to make sure the Zip extensions are enabled for PHP. Check your php.ini file for the following:
On Windows: extension=php_zip.dll
On Mac and Linux: extension=zip.so
PC (XAMPP, WampServer, ect...) resources:
PHP manual | XAMPP Forums | WampServer Forums | Google

Mac (MAMP) resources:
PHP manual | MAMP Forums | Article | Article | Thread

Also see: How do I do a 'Manual Extraction' or run installer without Zip enabled?
What is PHP Open Base Dir or "open_basedir restriction in effect"?
The php.ini setting open_basedir limits file access for PHP scripts to designated directories. A limited number of hosting providers feel that without this setting your site is less secure, while this can easily be disputed it's still a fact that some hosts will not disable it. Below are two options that you can work with your hosting provider on to get around this security setup configuration:
  1. Disable: Work with your host to see if they can disable or temporarily disable this option on your account, to see if its conflicting with Duplicator.
  2. Configure: Work with your host to add all the 'concerned folder path' where open_basedir is restricting access this should include all files and the root folder where your WordPress install is located.
The package process may still work if this check fails, however because this setting tends to introduce other possible side effects it's desired to have it disabled.

Additional resources:
How can I configure PHP open_basedir?
How can I relax PHP's open_basedir restriction?
A scanner says that a security issue/malware/threat was detected. Is this valid?
Just a warning by a Malware scanner will not provide you with the details needed to pin-point a possible threat. The scanner should report why it thinks the file is a risk and what it thinks the issue might be. Be sure your scanner does more than just say XYZ file is a threat. It needs to give details and say exactly what lines of code are an issue and why.

The Duplicator currently includes several large minimized JavaScript libraries that have been detected as a false positives on some system scanners. In most cases these notices can be ignored, however if other plugins or portions of your site also show positive readings for Malware then you should probe deeper into the issue.
The base install of the Duplicator is known to be safe and continually scanned by third party security companies. You can be assured that the original install of the plugin is safe and if any items are reported that a patch will be applied promptly. However because WordPress systems can and do become compromised it is your responsibly to evaluate any type of possible compromise to your system.

Integrity Validation:
If you do receive a virus scan that reports as true be sure to validate the integrity against other scanners. In the vast majority of most cases we are quite confident there is nothing to worry about for a few reasons:

  1. For example if you receive a threat from a virus scan be sure to check the virustotal site. Check the total virus scan counts. If the count is say 50 virus scanners on all files and Duplicator passed 49 of them with nothing detected and only 1 or 2 of them showing a "possible" threat, then the chances are very low there is a possible corruption or hack of the plugin on your site.

  2. Virus signatures can be tricky and it is not uncommon for certain byte or code patterns to set them off. The virus-total site is also aware of false positives and addresses these types of issues on their website.

  3. The Duplicator has been on the WordPress forums years with over 4 million downloads. We work very closely with the WordPress team and other third party companies to make sure the plugin stays safe for the community.

False Flags Example:
In the world of malware detection it is common for companies to release scanners that do in fact report a false positive. This has happened on several occasions with Duplicator and in some cases the companies are quick to respond with an update to their software and it other cases they are not. Below is an example of a company who was very quick to respond to let users know it was a false flag.

From the wordpress.org forums

... My name is Jelmer Verkleij, CTO at Patchman. This issue was brought to our attention about 30 minutes ago and after some quick research we noted that these detections are the result of an error in our definition development process. All detections of the installer/build/assets/inc.libs.js.php file in the duplicator plugin folder seem to be false positives at this point. My sincere apologies for the confusion - this should of course not have happened and naturally we have immediately started looking into how and why this went wrong, and what needs to be done to prevent this from happening again in the future.

In the meantime, we have deployed a definition update to all our Patchman customers that rolls back any automated quarantine actions that took place for these files, and retracts the associated detections. This should automatically restore all websites to their original state without problems.

Once again, I sincerely apologize for this inconvenience, and I would like to reiterate that we are taking this matter very seriously. If you have any further questions or comments you have regarding this incident, please don't hesitate to let me know here or by sending an e-mail to support@patchman.co. I will make sure to address each response as soon as possible.

Best regards,

Jelmer Verkleij
Patchman B.V.
How should I handle plugin conflicts?
Plugins make sites more secure and enhance overall useability, however they can cause issues when you're working with plugins that require access to the file system or modify your web server's configuration. Below is a list of common issues that we've seen with other WordPress plugins and work-arounds for working with them.

ALL PLUGINS
Make sure that you're using the most recent version of the plugin. Some companies work together to isolate and solve cross plugin issues and many issues can be easily resolved by just making sure you have the most recent version of the plugin and WordPress itself.

WORDFENCE
Error: Fatal error: Unknown: Failed opening required '/some_path/wordfence-waf.php' (include_path='... in Unknown ...
Check your .htaccess and remove the following or anything with # Wordfence WAF:
php_value auto_prepend_file "/path_to_file/wordfence-waf.php"
Check your php.ini or user.ini and remove the following:
auto_prepend_file = '/home/username/website.com/wordfence-waf.php

Also See:
» Why does the installer not finish or error (403, 500) before the last step?
My host disabled my website what are my options?
These are very rare cases, but can happen on some budget hosts. If your host notifies you that your site was using too many system resources from running the plugin you have a few options:

Adjust Settings
  1. Goto: Duplicator Pro ❯ Settings ❯ Packages
  2. Check "Client-side Kickoff"
  3. Set Server throttling to "low" or "medium"

Adjust Backups
  • Create file filters to keep your overall package size smaller
  • For scheduled backups consider only backing up the database daily and the full site on a weekly basis.
If you have control over the hosting package and your using the lowest/cheapest package consider upgrading to a more performant level or switching to a better host overall.
What is happened to the old domain where I created the package?
This is an uncommon senario but can happen if your moving sites on the same server and do not pay attention to the database or even the location where your installing the archive.zip file.

Forum Thread:
Below is a forum thread that lays out this issue with several different users, and should address most of these scenarios.

What is happening to the site on the old domain?

What can I try for Timeout Issues?
Timeout issues typically arise on shared budget hosts that limit the time in which a PHP process can run. Timeouts are spotted by Duplicator log files (package or installer) that do not finish. All log files that finish completely will have text saying 'DONE PROCESSING' or 'COMPLETE'. If your log file just suddenly stops and does not complete; then in most cases your hosting provider or server has a restriction for how long a process can run.

Some hosting providers allow for you to increase the process runtime beyond most defaults of 30 seconds. If you need a list of approved hosting providers please check out the Duplicator approved hosting resources page.

Duplicator Lite: Quick options for timeout issues when building a package on Duplicator Lite
  1. MysqlDump: For databases above 10MB enable Settings ❯ Database Build ❯ 'Use mysqldump' option.
  2. Try Again: Try more than once with the 'Try Again' button. The first pass on a build request is very slow as it has to cache the IO scan. The second pass is much faster as on some servers the IO seek is cached.
  3. Archive Flush: On some web servers if the server doesn't flush a response after a specific amount of time then the process will be killed even if the timeout was increased. In the Settings menu check the 'Archive Flush' option. This will try and keep your connection open via a flush response.
  4. Enable Filters: Many times you can get a package to finish building simply by creating a directory filter on a large data source such as your wp-content/uploads folder which contains larger files such as images/movies/pdf etc.

Duplicator Pro: Duplicator Pro is multi-threaded with built in post-back archiving. This framework allows for larger packages to be built on budget hosts, however the configuration for this framework will vary from server to server. If you run into timeout issues with the Pro version please contact support and support will work with you to help optimize your server for the correct setup.
SERVER WORKAROUNDS

All of the options below can help solve timeout issues on both Duplicator Lite and Pro. The settings will help with both package creation and package installation. Timeouts can be controlled at three different layers so you will need to visit each one and work with your server administrator to validate them.

  1. PHP TIMEOUTS:
    The PHP processor will time your script and then kill the connection after a specific time (normally 30 seconds). This value can be changed if your hosting provider allows it. The Duplicator will try to adjust this value if it has privileges to do so, if not then you will need to work with your host to resolve the issue. We would love to help but this level of control is outside of our control.

    The quickest way to resolve a possible PHP timeout on your server is to contact your hosting provider and see if they offer a way for the PHP processes to run longer than the default timeout of 30-120 seconds. Many hosts offer a way to make this happen and you will need to consult their documentation. On some hosts you can place the following inside a .htaccess file in your web sites root folder or inside the plugins/duplicator folder.

    php_value max_execution_time 0  
    0 means no limit

    Because every hosting provider is different, you must contact your hosting provider to find out how to adjust this value properly on their systems. Please do not submit a request for help on the forums for all the different solutions you have tried. The proper settings must be provided directly from your hosting provider or server administrator. Simply guessing and trying different options will not always work.

    If they do not provide you with a solution then in most cases you will not be able to fix timeout issues on that server. In this case you have to upgrade to a dedicated VPS system which gives you full control of your server and its setup, or try working with filters as described below.

    Also note that if your hosting provider tells you that there is no PHP timeout limits set or they have adjusted it to a very high number, yet you continue to experience timeout issues (your log file continues to still get cut off) then the hosting provider may have timeouts set at the web server level. Please see the section Web Server below...

  2. WEB SERVER:
    The web server can also place a timer on your script and then kill the connection based on a specific time. This value can only be changed by your hosting provider or server administrator. Please contact your host to find out if this is true for their setup. Please do not email or submit a request for this issue as there is nothing we can do to fix the restriction.

    Some web servers allow timeouts to be updated by the end user without the help of a server administrator.

    The following might work on your Apache or Litespeed server.
    The key for this is workaround is RewriteRule ^$ - [E=noabort:1]
    # Example .htaccess file Inserted By Customer Control Panel
    SetENV PHPRC /home/username/public_html
    # BEGIN WordPress
    <IfModule mod_rewrite.c>
    RewriteEngine On
    RewriteBase /
    RewriteRule ^$ - [E=noabort:1]
    ...
    </IfModule>
    # END WordPress
    <IfModule litespeed>
    RewriteRule .* - [E=noabort:1]
    </IfModule>
    					
    But I need help with my personal server...
    While we would love to help you, debugging and troubleshoot systems is outside the scope of this free plugin. With thousands of different permutations it's too difficult to try and debug/diagnose a server via email since this is a free product.

    If you need help setting this up correctly we suggest you hire a professional server administrator to help. If your working on a managed VPS server then the support team for that host will be able to help you get any of these issues setup quickly. In most cases they will do it for you...

  3. DATABASE TIMEOUTS
    If you are trying to create a package and the package log suddenly stops on a table and you see something like:
    ...
    02:55:06 done: wp_posts
    02:55:06 start: wp_stats (1435897)
    followed by no additional logging, then the SQL generation has failed.

    There are few things you can try:

    Database Workarounds

    Option 1: Run a repair and optimize on the table, from a tool like phpmyadmin.

    Option 2: If your hosting provider supports 'mysqldump'; then this option will improve the overall package creation time and installer time for the database. Under the settings menu look for the 'Database Build' option and check the box that says 'Use mysqldump' this option works great for larger databases.

    Option 3: Most tables that we see fail are logging and statistical data with records into the millions. We strongly recommend to use free tools like Google Analytics vs. a stats plugin. Custom plugins tend to slow your site down with additional requests and don't offer the same reporting capabilities of tools like Analytics which has almost no performance impact on your site.

    Option 4: Temporarily backup the table and remove it for the process to continue. Then manually re-import the table.

    Option 5: Work with your host to increase the timeout or script processing for Apache, PHP and MySQL. We highly recommend these approved hosts which will allow your scripts to finish running in most cases.

    Also be aware that you can also run out of disk space on your server, which can also show itself as a timeout issue. Be sure that you have plenty of space to create your archive.zip file when creating a package.

MANUAL TIMEOUTS WORKAROUNDS

Package Timeouts
If the log indicates that you made it past the database script process then you may experience timeouts with backing up all your files. Below are a few items you try to if you run into issues with backing up all your files:
  • Try to exclude large files such as movies, large images or other backup files (like .zips or .tar files) from the file filters section
  • Exclude your wp-content/uploads folder by adding it to the directory filters option. Then after the install is complete at the new location you can manually copy/FTP those files back over.

Installer Timeouts
  • If possible try to rebuild a smaller package by excluding larger files/directories that can be moved over manually see "Package Timeouts" above.
  • If your running into timeout issues on the installer.php file then consider "Manual Extraction" on step one of the installer under advanced options. For a step by step of how to perform a Manual extraction see these steps:
    Also see How do I do a 'Manual Extraction' or run installer without Zip enabled?.

FINAL NOTES
Duplicator Lite is a single threaded design which will only run as a continuous process until the site is archived. While the Lite version can build packages upto 4GB it will depend on your hosting provider and how long they will allow a process to run. Most budget hosts have limits as to what your are trying to process.

If your tyring to use the Lite version to archive a full 2GB site on a budget host it most likely will not be able to perform this process, even the Professional version can run up against constraints on budget hosts all-though with its multi-threaded framework it does have a better chance of building your package. If you want to have a strong guarantee that your larger sites will not run into timeout issues we recommend that you get a virtual private server or dedicated server that gives you full control of your environment.

Multisite Network (MU)

What can I do for issues with Network (MU) sites.
  1. Network Site Redirect Loop Solution:
    The quick answer is to check the varible below and make sure it matches your database entry:
    define( 'DOMAIN_CURRENT_SITE', 'www.example.com' );
    For more details visit this forum thread.

  2. Duplicator Lite:
    Duplicator Lite does have some basic support for MU, however it is not designed to cover more in-depth MU setups. Do to the complexities involved with MU sites Duplicator Lite does not officially support MU setups. Duplicator Lite is really designed to be fast and lightweight with minimal processing for single WordPress sites.

    While Duplicator Lite will help facilitate the overall move process and help with a few trivial settings, it is not designed or intended to support MU migrations fully. If you do decide to use Duplicator Lite to move an MU site you will need to follow some additional steps found in this article and possibly other steps based on your full MU configuration.

    Moving a WordPress Multisite with Duplicator
Update notification are not showing in the network dashboard. How can I upgrade?
There is a quirk with the Duplicator Pro update system that causes notifications to not show up when viewing the Network Dashboard plugin list. Instead, go to the first subsite's plugin list and you should see the upgrade notification there. Simply click "update now" and the plugin will be updated for the entire multisite.

Host Specific

Host-Specific Issues

1&1 -- 1and1.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Change Archive Engine to ZipArchive, Change Max Worker Time to 10
  3. Rebuild package and filter out any unnecessary large files/directories such as backups from other plugins.
Crocweb -- crocweb.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Check the ZipArchive options as it appears to have reported as working better (Shell Exec however is available). Throttling should be active or it will peg the CPU on shared hosts and they will kill the process.
GoDaddy -- godaddy.com
Package Build Issues:

GoDaddy is considered by many the most resource constrained of all the major web hosts. Because of this, the maximum package size is limited and the ZipArchive engine must be used instead of the newer Shell Exec engine.

  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Set Archive Engine to ZipArchive.
  3. Attempt to build.
  4. If still encounter a build problem: Filter as many directories as you can to get package under ~150MB and rebuild.
  5. If cannot get package below 150MB, but can get it below 250MB, either follow next step or increase your hosting plan's resource level to level 3. By default, All GoDaddy shared plans start at level 1 or 2, including Ultimate. Resource levels are described on GoDaddy's resource page.
  6. If cannot get package below 250MB and you are migrating, perform a two step migration.
Installer Timeout Issues:

When installing to GoDaddy you may experience a timeout. To avoid a timeout perform a manual extraction install as described in the answer to FAQ question How do I do a Manual Extraction?

HostGator -- hostgator.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Host Gator shared hosting is incredibly sensitive to CPU usage. If you are on this host be sure to turn on 'Server Throttle' on the General Settings page.
Linode -- linode.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Make sure you set "Thread Lock" to "SQL" on the settings page. The default setting of "File" doesn't work with Linode hosting.
Media Template -- mediatemple.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Make sure you set "Thread Lock" to "SQL" on the settings page. The default setting of "File" doesn't work with media template hosting.
OVH -- ovh.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Make sure you set "Thread Lock" to "SQL" on the settings page. The default setting of "File" doesn't work with OVH hosting.
PCextreme -- pcextreme.nl
Build Processing Settings:
  1. Go to Duplicator ❯ Settings ❯ Packages
  2. ZipArchive Single Thread mode, 18 seconds, SQL Lock
TSOHost -- tsohost.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Make sure you set "Thread Lock" to "SQL" on the settings page. The default setting of "File" doesn't work with Tsohost's cloud hosting.

Licensing Activation Problems:

License activation from TSOHost may not work for you. TSOHost has a many spam sites running off of some of their shared IP addresses so those IP addresses have gotten added to black lists which our provider blocks.

Important:Even though your product will not be activated it will still fully function (licensing just controls auto-update).

To minimize this impact:

1) Enter your license key in the license key area and click activate - the plugin won't activate but it will save the license key in that spot - this will prevent a very large nag bar at the top from popping up in 30 days (right now you'll get the smaller one that tells you to activate a license)

2) Periodically check https://snapcreek.com/dashboard for a new copy of the plugin - once a month is adequate. If/when you see a new copy download it, uninstall the old one and install the new one.

Connectivity with TSOHost is an ongoing problem with our and other providers who monitor misbehaving sites. If you have an account with TSOHost we recommend you talk to them about removing these bad-apple sites since they impact all of TSOHost's customers.

WPEngine -- wpengine.com
Build Processing Settings:
  1. Goto Duplicator ❯ Settings ❯ Packages
  2. Make sure you set "Installer Name" to "Installer.ph1" on the settings page. The default setting of "Installer.php" doesn't work because WPEngine prevents creation of PHP files.

Important: When you install, be sure to rename the Installer.ph1 file to Installer.php before browsing to the installer.

Resources

How can I help contribute to the plugin?
There are a few ways to help out with the progress of the plugin which are listed below:

Developers: Help fix/improve things by checking out the plugin on Github.

Localizers: The Lite version of the plugin has been localized and any support with various languages can help the entire community. To learn more about localizing WordPress plugins check out the translation page.

Users: By purchasing a copy of the Professional version you help continue in the effort of maintaining and supporting the lite version, which is has been downloaded millions of times by users all over the world.

Does Duplicator work with other Software?
Duplicator work very well with the popular ServerPress software. The pro version of server press software allows you to easily import Duplicator packages.
How can I get support for Duplicator?
Duplicator has a ticket system for both Pro and Lite. The Lite version is a free volunteer project so questions will not get answered right away as Pro tickets will take precedence. Wait times for Lite can be anywhere from 1-5 business days, depending on the complexity and availability. Priority support for the Lite version can be found below:

Lite Priority Support:


Tilden Tasks is a certified Duplicator partner with experienced WordPress programmers on call. It's super simple, just submit a request and they will get to work right away helping you through any issue you may be experiencing.

Codeable has helped over 8,000 businesses of all sizes and they have excellent track record. After you post a project, it usually takes 10 minutes for responses to arrive. Additional sources include Freelancer and WP Curve

Lite General Help:


EasyWebDesignTutorials.com: General Duplicator and WordPress help.
Paal Joachim is a Duplicator evangelist and enjoys helping users.

Knowledgebase: Online help with user guide, FAQ, quick start and more...

Submit Help Ticket: submit a ticket for general help
Please note that response times are very slow as this is a free volunteer service.

Are there recommenced hosting providers for Duplicator?
Below is a list of hosting providers that we highly recommend and have seen good success with when using the Duplicator.

Shared Hosting

BlueHost: Has good support, scalable solutions and a wholly owned data center which helps to make Bluehost one of the top hosters in the world.

InMotion: InMotion is a solid rebuttable host that has excellent service. InMotion will even transfer your site for free.

Dedicated Hosting

LiquidWeb: Fully Managed WordPress VPS Plans start @ $19/month. Liquidweb is solid and very knowledge about server setup, scalability and configuration. Their servers are lighting fast and support is very knowledgeable and quick to respond.

Bluehost VPS: Plans start @ $19/month. Good for larger sites with heaver traffic, optimized hosting for WordPress.

Personal Computer

ServerPress
WordPress on your local computer made easy.
Demo Using ServerPress: ServerPress to install Duplicator packages.

MAMP
MAMP: My Apache - MySQL - PHP is a great option for Macs.
Also see: Snapcreek recommended WordPress Hosting
Are there other alternative to the Duplicator?
Duplicator Lite is uniquely designed for smaller WordPress migrations. This has been the primary function of its success. Duplicator Pro takes the Lite version several steps forward with a suite of tools to help the professional better manage and migrate WordPress sites. Duplicator Lite may not work with every scenario or provide the exact features your needing, this is why we have partnered with similar products to cover more scenarios.

Synchronization

WP Migrate DB: A free database sync plugin with pull/push data syncing.

WP Migrate DB Pro: A professional Database sync plugin with pull/push syncing. Get 20% off here

Multi-Site

NS Cloner: This free plugin helps multisite admins clone existing sites in their network to a completely new site. Please note this plugin is only for MU Multisite sites.

MultiSite Clone Duplicator: A free plugin that clones an existing site into a new one in a multisite installation : copies all posts, settings and files Please note this plugin is only for MU Multisite sites.

Migration

Duplicator Pro: A commercial version of Duplicator Free, with additional features such as, scheduling, cloud support to FTP, Dropbox and improved scalability.

BackupBuddy: A commercial plugin solution that performs migrations, scheduling, cloud support to Amazon, Dropbox and many others.

Service Solutions

Tilden Tasks: Hire a company to migrate/move any site for you.

Manage WP: Manage multi sites and automate your management processes.

MainWP: A free self-hosted management tool for maintaining all your WordPress sites.

WP Engine: WP Engine is a host that can move, backup, & manage it all.

Are there articles I can read covering duplicator? Are there videos I can watch covering duplicator?
Duplicator has dozens of videos covering its usage. A quick Google of "How to use WordPress duplicator" will provide many links. Below are some articles we have come across:

Duplicator Walk-through Series

  1. Complete End to End Overview
    Version 1.1.8 | Time: 1:01:00 | By: Timothy Meyers
  2. Working with Subfolders
    Version 0.5.4 | Time: 8:55 | By: Paal Joachim
  3. Moving to New Domain
    Version 0.5.0 | Time: 15:00 | By: Paal Joachim
  4. From Hosted Server to MAMP
    Version 0.4.6 | Time: 7:20 | By: Paal Joachim
  5. From MAMP to Hosted Server
    Version 0.4.2 | Time: 9:30 | By: Paal Joachim
  6. Duplicator Walkthrough
    Version 0.4.2 | Time: 12:30 | By: Mike Simmons
  7. Quick Duplicator Guide
    Version 0.4.1 | Time: 6:44 | By: Daniel Archer Mocial Sedia
  8. Working with Cpanel
    Version 0.4.0 | Time: 10:08 | By: Cory Lamle
  9. Windows to Linux & Permissions
    Version 0.3.0 | Time: 7:33 | By: Cory Lamle
Also See:
» Are there articles I can read covering duplicator?