Support

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:
Hi, My web site previously backed up OK,
But around september time I started getting failed backups and I haven't had a success since.
The Analyse Log Troubleshooter came up with a couple of faults and they got fixed but it still fails to backup.
I have attached the Zipped log file.
Regards
Brett.


Here is a screen capture, well, text anyway.
Backup Failed
The backup operation has been halted because an error was detected.
The last error message was:
AJAX Loading Error
HTTP Status: 500 (Internal Server Error)
Internal status: error
XHR ReadyState: 4
Raw server response:
Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.
Please contact the server administrator, [email protected] and inform them of the time the error occurred, and anything you might have done that may have caused the error.
More information about this error may be available in the server error log.
Please click the 'Analyse Log' button below have Akeeba Backup analyse its log file for further information.
Following the suggestions of ALICE, our log analyser, may not be enough. The automatic log analyser cannot cover all possible problem cases. We strongly recommend going through the step-by-step instructions in our troubleshooting wizard to easily resolve this issue yourself.
If this doesn't help, please do not hesitate to ask for support in our support ticket system. Do note that you need an active subscription to request assistance through the ticket system. If Akeeba Backup Professional was installed on your site by a third party -e.g. your web developer- please do not contact AkeebaBackup.com for support. Instead, contact the person who installed the software on your site and request assistance to solve this issue. If you do post to our ticket system, please remember to ZIP and attach your backup log file in your post so that we can help you faster.

Brett,

There is no indication in the log about what caused the 500 error. The log just ends, which is normal, the 500 stops the process so Akeeba does not have an opportunity to say what went wrong.

1. There would be more information available about the cause of the 500 error in the server error log (not the access log, that is a different log). How to access the error log varies from one host to another, you would have to check with your host's support to find your error log.
2. You are using an old version of Akeeba Backup. The newer versions in the 4.x series can recover from some errors and try to finish the backup. Actually, the version you are using has a known security issue so you should upgrade anyway.

Hi,
I updated to the latest akeeba (there was no indication that it was an old version)
It still went wrong
I'll contact one.com and get back to you, thanks.
Brett.

The new version will tell you when there is an update.

Let me know what one.com says about the error log and we'll figure out how to get this working.

Hi,

Worked it out myself in the end.
Went back to the date that it all went wrong.
Someone had uploaded about ten picture files of over 3Mb,. I reduced them down to around 150kb at which they were still OK to view. Backup now working OK.

Kind Regards and love Akeeba
Brett.

Brett,

I'm glad you got it working again.

From your description, it sounds like one.com has a maximum file size that PHP can create. When your backup archive reaches that size, you get the 500 error. Since you have reduced the file size by reducing the picture sizes, you are not hitting that maximum. As your site grows, it may happen again. You will need to set the split archive size to just below the maximum file size, then you will be able to continue your backup with your archive in multiple parts.

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