Support

This is a follow-up to this ticket: https://www.akeebabackup.com/support/akeeba-backup-3x/18960-cannot-update-akeeba-backup-from-backend.html

I could not find any way to open the ticket again, sorry for submitting a new one.

I've updated the download-id, but the update still wont work. If i click the direct download-button the download will start though...

Eric,

The tickets will auto close after a period of inactivity, opening a new ticket was the right thing to do.

You shouldn't be getting the same error messages. What is it telling you when you try to download?

Hi!

On one of my sites (erikharden.se) when I click update, after a minute or so I get a white page. When I update I get the message:
400 - Ett fel har inträffat (an error has occurred)
Bad Request

On another of my sites (seems to be the most common error):
JInstaller: :Install: Kan inte hitta XML setup file (Cannot find XML setup file)
Ogiltig pakettyp. Uppdateringen kan inte fortsätta. (Invalid package-type, cannot continue).

Another thing - why wont you allow me to reply to the ticket after business hours? I fully understand that you wont answer it right away, but it would feel nice for me to be able to answer it when I have the time...

Receiving a blank page after installing the latest versions of Akeeba Backup, Admin Tools, Akeeba Ticket System, DocImport or Akeeba Release System using Live Update (the update button found inside each component's control panel page) is normal and does not indicate an error.

As described in the change logs of these components, the versions released since March 2014 no longer make use of Akeeba Live Update. Due to popular request all of our software is now making use of Joomla!'s own extensions update feature. In the future you will find the updates to our software in Extensions, Manage Extensions, Update. Joomla! itself will be responsible for discovering, downloading and installing the updates. Our extensions update code (Akeeba Live Update) has been removed from all of our components.

This is the reason you are receiving a blank page. Since you made an update using Live Update, after the update was complete it tried redirecting back to itself. However it was already removed in the updated version, hence the blank page. This is not an error. Your update has been installed just fine. You can verify it by logging back in to your site's administrator page and visiting the component's main page. You will see that our component functions just fine and is, in fact, upgraded to the latest release.

If for any reason the update did network, please consult our documentation which contains detailed instructions for alternative update methods. Cutting a long story short, installing the latest version on top of the old one but without uninstalling the old version will perform an update.

We apologies for the confusion caused by the blank page. Unfortunately it was a bit of a Catch-22 situation for us. If we included Live Update in those releases the same problem would occur in the next version that would not have live update, plus some other interesting update issues (Live Update would report an update available if you used Joomla!'s extensions updater and vice versa). Removing it causes a blank page. Not using Joomla!'s own updater caused distress to many users. Every solution was a bad one. We chose the one that will be the best in the long run.

Since this is ultimately not an error we will now close this ticket. Thank you for your understanding and sorry for the confusion.

Hi!

Thanks for the reply. When using Joomlas own extension-update I get this error:

Ett fel uppstod vid uppkoppling till servern (an error occurred when connecting to the server):
Oh, dear, we have a 403
ACCESS FORBIDDEN

Please try one of the following pages:

Home Page
Paketnedladdning misslyckades: https://www.akeebabackup.com/component/ars/?view=download&id=2573&dlid=&dummy=my.zip

Also, you didn't answer my question why I'm not able to answer your ticket outside of business hours?

The error is telling you that you need to download the component and install it through the Extension Manager. It will no overwrite your configuration settings to do it this way.

As it says at the bottom of the page, the support system is available Monday through Friday, but is closed on weekends. The "week" is for GMT, so it may vary a bit depending on your timezone.

Hi!

Okay, thank you - I will do that!

I understand that the support only is avalible during business hours. I'm just saying it would be nice to be able to leave a ANSWER to a ticket outside of business hours. If I do so, I will know that it wont be answered right away.

Just a suggestion :)

You can leave a reply outside business hours - during the week. You can't leave a reply on a weekend. We have clients all over the world, in nearly every time zone, Nicholas and I are 7 hours apart, with Davide in between us, what would our business hours be?