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Confluence Cloud Backup Stuck on “PROCESSING” for Three Weeks

rodrigo.marques

Hello everyone,

I'm experiencing an issue with the Confluence Cloud Backup Manager and would appreciate any help or suggestions from the community.

When I go to Administration → Data management → Backup Manager and click “Create backup for cloud,” the process starts but remains stuck on “PROCESSING.”

This has been happening for approximately three weeks, and the backup never completes. As a result, no download link or option to download the backup file becomes available.

I've already waited a considerable amount of time, but the process still hasn't finished.

Our Confluence site: intelics.atlassian.net

Since we're using the Free plan, we don't have access to individual Atlassian Support, so I'm reaching out to the community for assistance.

Has anyone experienced this issue before? Is there a way to identify why the backup process is stuck, restart it safely, or retrieve the backup file?

Any suggestions, troubleshooting steps, or workarounds would be greatly appreciated.

Thank you in advance for your help!

Accepted answers

All comments

Martin Runge

Hi @rodrigo.marques,

If you are comfortable with API calls and auth tokens:
You could try triggering the backup via the REST API instead of the UI button.

POST https://intelics.atlassian.net/wiki/rest/obm/1.0/runbackup
Body: {“cbAttachments”: true}
GET https://intelics.atlassian.net/wiki/rest/obm/1.0/getprogress

As a way of last resort, you could upgrade the site to a paid plan for one billing cycle. The Standard plan gives you access to a support ticket, so you could open a case, get the backup unstuck or exported by Atlassian, then downgrade back to Free once it is resolved.

Cheers, MArtin

Arkadiusz Wroblewski

Hello @rodrigo.marques

I once had the same issue with Confluence Cloud backups.
After three weeks stuck on "PROCESSING", I think Atlassian Support needs to investigate on their end.

The REST API might help check the status, but it won't necessarily resolve a stuck backup job.
As you're on the Free plan, this should be escalated through the Community's Request Assistance option so Atlassian can investigate.

I flagged this post because it looks like a technical problem you can't handle alone.

Best,

Arek🤠🧙‍♂️

rodrigo.marques

Hi @Martin Runge

Tks for the suggestion.

I queried the /wiki/rest/obm/1.0/getprogress endpoint using the Postman tool, and the request returned 200 OK.

However, the response shows:

size="0" currentStatus="PROCESSING" alternativePercentage="99" concurrentBackupInProgress="false" isOutdated="false"

The backup has been stuck for approximately three weeks.

I also found the Atlassian bug report CONFCLOUD-79048, which appears to describe a similar issue.

rodrigo.marques

Hi @Arkadiusz Wroblewski,

Tks for flagging my post and for your help.

Could you please confirm whether you were able to submit the “Request Assistance” escalation for my issue?

The backup is still stuck at 99% after approximately three weeks, and the REST API reports size="0" and currentStatus="PROCESSING".

I would really appreciate it if Atlassian Support could investigate this issue on their end, as we are using the Free plan and cannot open an individual support ticket.

Thank you again for your assistance!

Arkadiusz Wroblewski

Yes, I already flagged this post, but be ready for support to respond within 2 business days.

rodrigo.marques

tks for ur support

Samuil Enchev

Hi @rodrigo.marques,

I understand this issue must be frustrating for you. I've created a support ticket on your behalf - JST-1364124. Please keep an eye on your email for updates, and we're here to help you through this.

Best regards,
Samuil

rodrigo.marques

hi @Samuil Enchev

Tks for your help.

I will follow up on the open ticket.

Best regards,

Rodrigo

rodrigo.marques

hi @Arkadiusz Wroblewski @Samuil Enchev @Martin Runge

Just stopping by to let everyone know that my issue has been resolved!

The support team found some inconsistent records in my user interface. They restarted the backup generation task, which fixed the issue, and the backup completed successfully.

I'd like to thank everyone in the community for their help and the support team for their quick response and efficient resolution of the issue.

I really appreciate it!

Arkadiusz Wroblewski

Super :) Great to hear that. Yes, it happens sometimes. For example, my problem was an old ticket number that collided and generated critical errors. It happens.

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