You were talking to one of the two senior engineers of Akeeba Backup. Now you are talking to the MOST senior engineer, owner of the company, Joomla guru and well versed in server setup.
Davide was
absolutely correct in asking you the question he did ask you. I will explain what lies behind it to demonstrate that there is ALWAYS a point. This is the first and
last time I'll do that. When we do technical support we expect that you'll provide us with the necessary information we request in order to help you without having to explain why and without receiving derogatory remarks.
According to the log you posted:
DEBUG |170304 06:30:09|Saving Kettenrad instance frontend
DEBUG |170304 06:31:27|Kettenrad :: Attempting to load from database (frontend.id379) [frontend.id379]
DEBUG |170304 06:31:27| -- Stored Akeeba Factory (frontend.id379) [frontend.id379] not found - hard reset
DEBUG |170304 06:31:27| -- Loaded stored Akeeba Factory (frontend.id379)
We see two smoking guns here.
ONE: there is a one minute sixteen seconds gap between the two backup steps. That tells us that the server is probably overloaded or misbehaving. This makes us wonder why and what happened during that time.
TWO: the "hard reset" line tells us that the temporary data stored between steps has disappeared. The temporary data is either stored in files or in the database. We can reasonably wonder if the database is disconnecting / dying or if the host doing something silly, like intercepting and deleting our temporary data file (it wouldn't be the first time). Answering the question Davide posed will help us understand which of the two
SERVER ISSUES is in play here.
One more thing. If I wanted to be strict about this ticket I would have closed it. It's outside the scope of our support. We do not provide support for server / hosting issues per our Terms of Service that you have agreed to when subscribing. You should be thanking Davide that he decided to help you, at least to the extent humanly possible.
Please stick to the technical questions you are asked. Any further snide remarks will result in ticket 27240 and all future tickets regarding the issue or the ticket 27240 itself to be closed without any further response. Consider this your final warning.
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!
