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Backups not working

Problem reported by Pete 3 years ago

One of the reasons I decided to open my two accounts with Clearbooks is the way you can easily backup and restore your database.My accountant had wanted me to use Sage, but after the months trial of Clearbooks I really appreciated the restore/backup feature so decided to go with clerabooks.

It seems this has now stopped working, which has actually caused me a huge waste of time.

There is no indication of the Export backup page that it no longer functions so I made a restore, then did an import which somehow went very wrong. Not to worry, I thought I will restore and try again. But even though I ad backed up and got the restore points as well as database emailed to me to upload - I kept trying and nothing seemed to happen. Eventually support told me that they knew it no longer worked.

Two days later the backup page is still there with no notice warning people not to use it for backups.

Can someone please confirm when this will start working again?

7 Replies

Hi Pete,

I'm sorry that you are experiencing problems with this.

It is indeed a known problem, caused by our having switched servers. This issue is a big job and is in our roadmap to be fixed by the end of the year. In the meantime, if you need a backup restored you will need to get in touch with us and we should be able to help, provided the backup is less than 30 days old.

Otherwise, we recommend exporting your data every so often in order to keep all information correct.

I have to say I agree with Pete, How can switching servers make such a simple and essential element non functional. I have moved my website several times between servers and it still works. Maybe you should fix this to maintain credibility.

Has this been fixed yet?

Hi Pete,

Feel free to try restoring a backup. If it does not work for you, as the notificaion on the backup page says, please get in touch and we can do it for you.

I know you did just that earlier today and it is currently at the top of our technical team's 'to do' list. I will update you as soon as I receive one.

While that notice is there I don't feel confident using a feature that may be broken.

So obviously not fixed but do we know when it will be? (It was supposed to be fixed over a year ago according to the roadmap)

Hi Pete,

The reason I encouraged you to try restoring a backup is that the feature does indeed work for some users, however, not all every time. This is why there is an alert on the page and customers are asked to contact us if they need help with it.

There is no plan to fix it at the moment, due to developer time being allocated to other aspects of the system. The thought process here is that instead of just removing it completely because of this, it is best to leave it there as it might frustrate the users who can still make use of it.

Apologies for the inconvenience.

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