Support

Hello,

First of all, Akeeba is a great product and very happy user for some years now.
This is the first time that I'm a bit at a loss after multiple weeks of troubleshooting.

Until 29/02/2020 backup configuration was working normal as expected. Both manual as scheduled via Cron. As of 01/03/2020 I noticed that no scheduled backup are taken anymore. Manually taking a backup still works as expected for both my profiles (local and ftp backup). Also the automatic backup as part of updating Joomla Core is also working.
Other Cron jobs are also still working. When I run the scheduled command, I get an error as can be observed in attached image (2020-04-13_13-38-28.jpg).
Another symptom is that when I try to access the "Schedule Automatic Backups" via the control panel, I'm getting the same error concerning the Model in the browser.

In order to trying to fix the issue I decided to try to update the version. As it was also indicated by the plugin version check. Unfortunately the update is not working either. When using the wizard I get a copy file failed error. This is strange because update to 7.1.0 worked fine. Also other plugin updates operate without errors.
To solve this update issues I went over the troubleshooting steps from your documentation and none of the items worked. I even tried to upload the content of the zipfile to perform a manual update, also without success.

This all concerns a production site. I also have a local copy of the site to test updates before applying them in production. I also performed those tests this time and they worked fine. So I was a bit surprised to have "all" these production issues.

Therefor creating a ticket to get some help in solving this.

Cheers

Björn

Thanks for your quick reply.
As you suggested I double checked the installed version and it states "Akeeba Backup Professional 7.1.0 (2020-03-20)" (cfr. version.jpg).

The indication of the frontend components dir gave me some more information. Up until now I was focusing on the admin/components only. So I discovered that the components/com_akeeba dir was missing the Controller and Model subdir. So this explains why the backup via the cron job is failing.
Given that you mentioned there could be a problem with the permission on the directories I created manually the "missing" subdirs and made sure all dir permissions are set to 755. Next I launched the update in the hope that updating to 7.1.3 would fix the missing files. It didn't and the error remains the same (cfr. update_error01.jpg).

So basically I guess the situation can be resumed to the fact that I have currently a partial 7.1.0 pro version installed. What would be a realistic strategy to fix this? Restoring a last working backup, would be my last resort as of course there is already quiet some change over the last month.

Finally I would be more than happy to provide a specific error message, as this is also something I have been looking for the last couple of days. Any suggestion on where to look? Or how to provoke the correct detailed log file?

Thanks for your time

Björn

The good news is that I managed to fix it. I'm not 100% sure about the root cause but I'm guessing the missing folders were somehow part of the cause.

First of all I forgot to mention that I did use your troubleshooting guide but without any luck. That was actually the main reason why I raised this ticket in the first place :-).
Anyway my upload size was not part of the solution as it was already set to "20M" for more than a year and previous akeeba updates went fine. Installing and updating other extensions worked also without any problems, the only one that was giving me a hard time was the akeeba backup.
To solve the issue, I think the creation of the missing folders was necessary with correct permissions. Probably these manual changes were not correct interpreted by Joomla because earlier today this did not change anything. So just now I restarted apache service and checked again the permissions with the admin tools. They were all set to default 755 so that seemed to be ok. To be 100% sure I performed a Fix Permissions via Admin Tools. After all these additional actions I tried update to 7.1.3 and it worked.

Thanks for your time and the ticket can be closed.

Björn