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Akeeba Backup for Joomla!

#11508 Nothing showing with Dropbox Authentication - Step 1

Posted in ‘Akeeba Backup for Joomla! 4 & 5’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
n/a
PHP version
n/a
Akeeba Backup version
n/a

Latest post by nicholas on Tuesday, 13 March 2012 17:23 CDT

Saturday, 10 March 2012 17:39 CST

user13238
Mandatory information about my setup:

Have I read the related troubleshooter articles above before posting (which pages?)? Yes
Have I searched the tickets before posting? Yes
Have I read the documentation before posting (which pages?)? Yes
Joomla! version: 2.5.2
PHP version: 5.2.17
MySQL version: 5.1.61
Host: Eleven2 (http://www.eleven2.com)
Akeeba Backup version: 3.4.2

EXTREMELY IMPORTANT: Please attach a ZIP file containing your Akeeba Backup log file in order for us to help you with any backup or restoration issue. If the file is over 2Mb, please upload it on your server and post a link to it.

Description of my issue:

Nick,

On this hosting server (Eleven2 - Reseller account) only, I do not see anything when I click onto the 'Authentication - Step 1' option for the Upload to Dropbox feature. The popup box is empty with no source data. All of the other servers I contract with have been configured to download into my Dropbox account except this one, so I know your software works!

This is not a 'High Priority' support request. I have attached the latest Akeeba log file from www.team4100.com for your review. All of the Joomla websites I have installed on this host server also will not allow me to get past the 'Authentication - Step 1' option.

In regards,
Ed

Sunday, 11 March 2012 04:18 CDT

nicholas
My educated guess is that the server times out while trying to contact Dropbox' server to get the authorisation URL. Please check with your host that communicating with Dropbox' servers over SSL (port 443) is allowed by their firewall.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Sunday, 11 March 2012 09:27 CDT

user13238
Nick,

Thanks for your feedback! I'll contact my reseller host (Eleven2) to see where the problem/issue might be and post back with their solution. Their reply might assist others having the same problem.

Ed

Sunday, 11 March 2012 11:44 CDT

user13238
Nick,

Here is the reply I received from Eleven2;

"The ssl port 443 is already enabled in the server. Please get back to us with the dropbox server IP address so that we could whitelist the IP address in the server."

Any assistance with the Dropbox IP address would be most welcomed.

Ed

Sunday, 11 March 2012 13:42 CDT

nicholas
Hello Ed,

I can not provide the IP address of Dropbox because it is a unicast domain name, i.e. the IP address depends on where on the world you are. Your host has to run the following command from an SSH connection to their server: 
host www.dropbox.com
This will reply with something like this: 
www.dropbox.com is an alias for v-www.sjc.dropbox.com.
v-www.sjc.dropbox.com has address 199.47.217.170
v-www.sjc.dropbox.com has address 199.47.217.171
v-www.sjc.dropbox.com has address 199.47.216.170
v-www.sjc.dropbox.com has address 199.47.216.171
which gives the IP addresses of Dropbox which are applicable for the particular web server.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Sunday, 11 March 2012 14:59 CDT

user13238
Nick,

Thanks for taking the time in providing this information. I will take your post over to my open Eleven2 ticket and report back with their response. You have been more then kind in assisting me with this issue.

In regards,
Ed

Sunday, 11 March 2012 15:04 CDT

nicholas
It's a pleasure being of assistance! Please let me know if you have any further questions.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Sunday, 11 March 2012 20:51 CDT

user13238
Nick,

As of this moment, Eleven2 has added to the server whitelist the same IP addresses you posted as an 'example'. Still not able to to see the Dropbox Authentication - Step 1 login information... wonder why! :(

In regards,
Ed

p.s. I'm no where near done busting some lame tech support efforts with Eleven2... very lame!

Monday, 12 March 2012 02:57 CDT

nicholas
OK, let's try another idea. Go to your Global Configuration and set the Debug System option to Yes. Now go back to Akeeba Backup's Configuration page and press on the Step 1 button again. Do you see any error messages on the popup? If so, please copy & paste them here. Thanks!

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Monday, 12 March 2012 06:46 CDT

user13238
Nick,

Followed your instructions and here is the error I get;

Fatal error: Cannot access empty property in /home/team4100/public_html/hosting/administrator/components/com_akeeba/akeeba/plugins/utils/dropbox.php on line 837

In regards,
Ed

Monday, 12 March 2012 22:38 CDT

user13238
Nick,

This is the reply I got from Eleven2 when I asked where they got the Dropox IP addresses to add to their whitelist;

-----
We got those Ips by running the following command.
root@bravo [~]# host www.dropbox.com
www.dropbox.com is an alias for v-www.sjc.dropbox.com.
v-www.sjc.dropbox.com has address 199.47.217.170
v-www.sjc.dropbox.com has address 199.47.217.171
v-www.sjc.dropbox.com has address 199.47.216.170
v-www.sjc.dropbox.com has address 199.47.216.171
-----

They have assured me that the above IP addresses have been entered into the server whitelist. However, I am still not seeing anything in the popup box when I attempt to access the Authentication - Step 1 option.

In regards,
Ed

Tuesday, 13 March 2012 01:39 CDT

nicholas
I know what's going on, but I don't know why. In order to show you the authentication page, we communicate with Dropbox in order to generate a unique URL. Dropbox seemingly returns an invalid response. However, this is not supposed to happen as per Dropbox' API notes. So, there is something server-specific but I don't know what.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 13 March 2012 10:45 CDT

user13238
Nick,

Thanks for your follow-up and explanation. If there is something I need my host server to do, let me know and I'll re-open my original support ticket with them. Since this is my re-seller host, I'll just continue to manually generate backups for my clients until we can get this resolved. Thanks again for all your help.

In regards,
Ed

Tuesday, 13 March 2012 17:23 CDT

nicholas
You're welcome!

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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