Akeeba Backup for Joomla!

Sunday, 02 June 2013 14:57 CDT

user76320

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 - all the pages related to Ajax errors, backup error and more

Joomla! version: (2.5.9)

PHP version: (5.3.3-7+squeeze3)

MySQL version: (5.0)

Host: (register.it)

Akeeba Backup version: (Akeeba Backup Professional 3.7.7 (2013-05-11))

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.

Backup failed

Ajax Loading Error

HTTP status: 500 (Internal server error)

Internal status: error

XHR ReadyState: 4

Raw Server Response:

Internal server error

Description of my issue:

Backup error (only files: dtb backup ok). For months almost no problem with Akeeba free edition. Now both free and Pro don't work (files backup). I've switched today to Akeeba Pro.

I've seen a post where you advise a customer to switch to another server because is probably a server's misconfiguration.

I've already bought a Rochen plan but I've problem restoring the good backup I made in the last week (I'm going to post that issue in the coming days after solving that one).

I've been going throught all the post without find a solution.

Thank you so much,

romeo

sorry I posted a wrong ticket before this one

Sunday, 02 June 2013 16:47 CDT

nicholas

First try following all the steps in https://www.akeebabackup.com/documentation/troubleshooter/abbackup.html

If the above doesn't and only if it the above doesn't work try:
Part size for split archives: 5Mb
Minimum execution time: 1 second
Maximum execution time: 5 seconds
Runtime bias: 50%

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, 03 June 2013 02:53 CDT

user76320

Hi Nicholas,

thank you for the fast reply.

I set the parameters you advised me in the configuration and saved them.

Anyway it seems the files' backup doesn't work (and the database's backup still run ok).

I've been going through the Akeeba Troubleshooter trying to solve the problem without finding a solution; I've followed all the steps more than one time.

Please let me know if you've other tips: I really appreciate it.

Thanks a lot,

romeo

Monday, 03 June 2013 05:20 CDT

nicholas

Did you also set the part size to 5Mb? If you did, try a smaller value: 2Mb, 1Mb or even 512Kb. What I see in the log is either a limitation on the maximum file size (which can be worked around with the part size setting) or you're running out of disk space.

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, 03 June 2013 06:35 CDT

user76320

Hi men!

thank you again.

I had already set the part size to 5Mb.

Then I tried setting 2Mb and 512Kb.

Unfortunately it still doesn't work.

So the problem could be I'm running out of disk space. It seems strange, I know you advise to be careful about amount of space like 1000 Gb that some hosts assure you, but I'm using 2 Gb of 1000 Gb (2%). So it doesn't seem the case with me.

If you've other tips I'd like to try. If I can fix the problem I'm ready to switch to Rochen, but if possible it would be great to have a good new backup.

Thank you very much.

romeo

Monday, 03 June 2013 06:43 CDT

nicholas

Are you sure you're setting the part size in the options and that it's being saved in the correct backup profile? What I'm seeing here is that only a singe part is created. I'm quite sure that's the problem as I see that the backup fails consistently at the exact same file every single time. That screams "the part size needs to be changed" to me :)

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, 03 June 2013 21:08 CDT

user76320

Hi guy!
of course you are right.. the log "screams" it fails at the same point every time. I've seen it in all the log files.
I tried again your tips but the backup still doesn't work.
Anyway, now I know it's a problem of size I've been using a workaround reducing the site's size (deleting some files). The results is the backup does work properly again.

If you don't mind I'd like to let the ticket open and return to it again after the restoration of the backup on Rochen. I'm gonna post if with the new hosting I'll have the same "size" problem.
Just for completeness I enclose a stamp of the Akeeba Backup Configuration that doesn't work if I don't reduce the site's size.

So far.. I've been having a great support!

Thank you,
romeo

Tuesday, 04 June 2013 03:38 CDT

nicholas

If it was a host other than Rochen I would say at this point that the problem is the disk quota. But I know that Rochen does (or at least used to) report the correct quota... if you'd wait 24 hours after files addition / deletion. That's actually not a problem with Rochen but with cPanel and the way they cache the quota report.

That said, please do ask them to check what your quota really is. It strikes me as odd that it would always get stuck at the same point.

Out of curiosity: did you delete any files in the directory where it was getting stuck? I am thinking of a rather far cry alternative explanation, some file being corrupt and causing PHP to crash when trying to read it. I have seen this only once, years ago, in a local server with a hard drive that was on its deathbed (with occasional grinding noises from the spindle motor, random bad sectors popping every few days, the works!). Again, that's a far cry, more so since I know that they do monitor their hardware health.

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, 04 June 2013 06:35 CDT

user76320

Hi Nicholas,

perhaps I have to explain better my problem:

I'M NOT YET ON ROCHEN. I've been working with Register.it and it is on their server that I can't backup the site.

So I've decided to switch to Rochen because it seems a better host (by the way, the support is simply great). I've already bought a plan and I've been trying to restore the site there (in the last two days I've been going through the Troubleshooting with the help of the Rochen's guys).

But, once again because I don't want to be gotten wrong, the backup's problem is on the Register.it server. Not on Rochen.

I will ask them (Register) about the quota and I'm gonna post the results of the backup after trying your tips.

Out of curiosity.. the backup now works without need to delete the files in the directory where it used to stuck every time. I simply deleted some big files in another directory. As you said.. it seems a problem of disk quota.

Very sorry for the misunderstanding about Rochen. So far they've been working perfectly. I guess I'm going to solve all my problem when I'll be on their server.

Thanks a lot,

romeo

Tuesday, 04 June 2013 06:48 CDT

nicholas

OK, now it makes more sense. Yes, this does seem to be an issue with either disk quota or the part size. As I said previously, your backup log file shows that only one part is created. You don't seem to have set the part size on that backup profile as I had told you to do. So, I'd say there's an 80% probability of the problem being due to the part size and 20% being due to the site quota.

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, 04 June 2013 07:03 CDT

user76320

Hi men!

Now I begin to be sorry to bother you again..

but it seems I'm getting something wrong.

You told me I didn't set the part size in the profile. So.. what did I set wrong? As you can see in the file I sent you (I enclose it again) in the "Quota management" I "enabled" the size quota then I set it on 0.51 Mb.

Didn't you mean it?

Thanks,

romeo

Tuesday, 04 June 2013 07:31 CDT

nicholas

No, that's not what I meant :)

You have to go to Components, Akeeba Backup, Configuration and find the Archiver Engine row. Click on the Configure button next to it. A pane opens below. You'll see the "Part size for split archives" right there. That's what you have to modify.

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!

Wednesday, 05 June 2013 05:59 CDT

user76320

Ehi guy,

great advise!

You were right, I had set it wrong!

Now it works perfectly and I'm ready to test the restores.

I also really have to thank you for the fast replies, you saved me many hours of work.

By the way.. Akeeba and Rochen (another of your good tips..) are the fastest and best support I've seen so far.

Of course.. the ticket request is closed!

Cheers,

romeo

Wednesday, 05 June 2013 07:34 CDT

nicholas

You're welcome, Romeo!

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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