Support

Thank you for contacting us.

Your problem is a variation of one of the following issues. None of these issues are a bug in our software. In an effort to help as many people as possible we have collected the issues we are seeing and their solutions.

You have an opcode cache issue

Ask your host to reset the PHP opcode cache after updating our software.

While our post-installation script does try to reset the opcode cache, whether it is able to depends on your server setup. If your host has enabled opcode caching in PHP but disabled the PHP function to reset the opcode cache upgrading our software will not reset the opcode cache. As a result your server will still see the old version of our code but some files it referenced may no longer be there. This would result in all sorts of problems, from minor display issues to inability to access your site.

FOF 4 was not installed fully or at all

Our software released between mid-2015 and February 2021 inclusive was using version 3 of our FOF backend framework. Software released on and after March 2nd, 2021 is using version 4 of the framework.

There is a long-standing Joomla issue which may prevent the new version of an extension, such as FOF, to be installed fully or at all. It happens rarely but with thousands of sites using our software it's an issue we see every time we publish a new release. There is a way to work around this.

Download the ZIP file of our software's latest version. Extract it. There is a file called lib_fof40.zip. Extract this file too. There is a folder called fof extracted. Rename it to fof40 and upload it into your site's libraries directories, overwriting a folder named fof40 if it already exists.

Please note that you may have other folders named fof (f oh f), f0f (f zero f) or fof30. DO NOT overwrite them; that would very likely break your site.

After doing that you may have to clear your server's PHP opcode cache (opcache) per the first item in this message.

FEF was not upgraded to version 2 fully or at all

Our software released between 2017 and February 2021 inclusive was using version 1 of our FEF frontend framework. Software released on and after March 2nd, 2021 is using version 2 of the framework.

Due to the same Joomla issue as above it's possible that FEF was not updated fully or at all. There is a way to work around this.

Download the ZIP file of our software's latest version. Extract it. There is a file called file_fef.zip. Extract this file too. Upload the extracted contents into your site's media/fef folder, replacing existing files and directories.

After doing that you may have to clear your server's PHP opcode cache (opcache) per the first item in this message.

The component you are installing or one of its plugins is not fully upgraded

Again due to the same Joomla issue it may be possible that the component you are installing or one of its accompanying plugins are not fully installed.

Assuming that you have access to your site's backend it's enough to try to install the latest version of our software twice in a row, without uninstalling it before or in between. Because Joomla's bug only happens rarely it's virtually guaranteed that the two installations in a row will work just fine. That's been our experience the last 13 years.

Out of date template overrides

This only applies if you have problems in the frontend of your site, you are using one of our extensions with a frontend part (e.g. Akeeba Ticket System, LoginGuard etc) and you have done template overrides to style it.

Please note that the new versions of our software may have changed the view template files you used to create your template overrides or changed their names. Please review your template overrides. This is especially important when you are upgrading to a new minor or major release of our software, i.e. the first or digit before the second or first dot in the version number respectively has changed compared to the previous version of our software you had installed on your site.

Old plugins

It's possible that your site was using at some point an old version of our software which included plugins which are no longer present. While we tried to remove obsolete plugins when updating our software in the past this has not always been possible under all circumstances. As a result, you may be stuck with a very old plugin that has not been maintained for several years and which depends on an old version of our software and/or an old version of our backend framework. This could cause problems on your site including inability to access the backend and/or frontend of your site when upgrading to a new version of our software, especially a version released on or after March 2nd, 2021.

You can safely delete the following folders from your site if they exist:

• plugins/system/akeebaupdatecheck
• plugins/system/akeebaactionlog
• plugins/system/aklazy
• plugins/system/atoolsjupdatecheck
• plugins/system/atoolsupdatecheck
• plugins/system/oneclickaction
• plugins/system/srp

These are the obsolete plugins from very old versions of Akeeba Backup and Admin Tools.

You don't have to. Delete plugins/system/backuponupdate and plugins/quickicon/akeebabackup and install Akeeba Backup 8.

It may be that Joomla didn't fully complete the update or you still have installed a plugin which is obsolete and we haven't included in our software for years. This is the full list of plugins which may be causing this:

plugins/actionlog/akeebabackup
plugins/console/akeebabackup
plugins/installer/akeebabackup
plugins/quickicon/akeebabackup
plugins/system/backuponupdate
plugins/system/akeebaactionlog
plugins/system/akeebaupdatecheck
plugins/system/aklazy
plugins/system/srp

A white page or a page with a 500 Internal Server Error is, in fact, either a .htaccess issue to a PHP fatal error in disguise.

Edit your configuration.php and make changes to the following two lines

public $error_reporting = 'development';
public $debug = '1';

This should print out more information instead of a generic error 500. Please copy that information here. You can substitute the path to your site with XXXX — I only need the relative path of the files referenced in the error. It will help me understand what is going on.

Can you please file a new private ticket and give me Super User and SFTP access to an affected site? I have a few ideas.

Thank you for the private ticket. You had not made the changes to configuration.php. When I made them I saw that the problem is caused by a different plugin (ReDJ):

Fatal error: Uncaught TypeError: Argument 1 passed to plgSystemReDJ::customException() must be an instance of Exception, instance of Error given in /XXXXX/plugins/system/redj/redj.php:626 Stack trace: #0 [internal function]: plgSystemReDJ::customException(Object(Error)) #1 {main} thrown in /XXXXX/plugins/system/redj/redj.php on line 626

I remember from a past ticket with you that this is a redirection extension you are using. It looks like it is not compatible with Joomla 3 and crashes when it's met with an error page, making it unfit for purpose. You need to update it.

Anyway, renaming its folder I could see the problem:

Class 'FOFModel' is not found

This is from FOF 2.x which is part of Joomla. It lives in libraries/fof.

The folder is no longer there. You have deleted it, breaking your site.

Remember what I had said in my original reply?

Please note that you may have other folders named fof (f oh f), f0f (f zero f) or fof30. DO NOT overwrite them; that would very likely break your site.

You basically did what I told you not to do and your site broke :) The reason it broke is that Joomla's control panel page tries to load the Joomla post-installation messages. The Joomla post-installation messages component uses FOF 2.x from that folder you deleted.

Download Joomla's installation ZIP file, extract it and upload libraries/fof back to your site.

For what it's worth, accessing the /administrator/index.php?option=com_akeeba I can see that Akeeba Backup 8 (the component) is installed just fine. Since you have deleted the plugin folders, as I said, you need to install the Akeeba Backup 8 package AGAIN, but WITHOUT uninstalling it.

Please pay attention to the instructions I gave you. If you do not follow them and do something different it's not the same and will break your site(s).

So, your last issue is actually unrelated to Akeeba Backup so I'm off to releasing 8.0.1 and getting a bit of sleep. It's already past 2 am here.