This was happing to me in our Cloud instance. IE showed Please Wait... Chrome downloaded the zip file without issue.
Check if the path to your backup folder is right in Administration->Backup system.
Then restart JIRA service on your server and try to perform backup again.
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That's something you'll need to raise with Atlassian Cloud Support
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You may submit a support ticket: https://support.atlassian.com/servicedesk/customer/portal/23
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