When CodeGuard cannot connect to website files, verify its saved server details and access rights. A working website does not prove that the backup service can reach its file-transfer endpoint.
01 Restore the connection
- Open the affected site in CodeGuard and record the connection error and last successful backup.
- Compare the saved hostname, protocol, port and username with the current hosting details. Prefer supported SFTP access.
- Verify the account can read the required website folders. If automated restore is expected, review its separate write requirements.
- Update the saved credential through the protected site settings when it changed.
- Ask the hosting administrator to allow the current official CodeGuard source addresses where a firewall restricts access, then run a connection test and backup.
Confirm the expected result
Confirm a new completed backup and inspect its contents. Merely saving the new password does not close the backup gap. Record the period during which no successful backup was available.
Common questions
Can I use an FTP-only account for SFTP?
Not automatically. SFTP uses SSH-based access and may require a different account or plan capability. Confirm the supported connection with us.
Should I open file-transfer access to every IP?
Use the narrow approved access the service needs. Do not remove the entire firewall policy to troubleshoot one backup connection.
What if the server or protocol changed?
Check CodeGuard's supported migration or reconfiguration process before deleting the old site record. Deletion can remove valuable backup history.
Keep private keys and passwords out of tickets and screenshots. Provide the protocol, host, port, error and backup time instead. If temporary credentials are used, document their owner and review them after the backup and restore-access tests succeed.