Support

Hello,

if you perform a restoration on a clean folder, does it work? From what you're describing, it seems that there's some "extra" file that is not included in the backup that is causing issues. Restoring a backup will not delete the existing files, so that could be the main cause.

I'd suggest to restore a backup on a empty subfolder first, just to understand where's the problem. Is it possible to have a copy of that backup and connect to your current site?

Ok, can you please upload the JPA somewhere and paste here the share link? So I can try to extract it locally

You can share it with [email protected]

Please page me when it's done so I can download it

Thank you for the archive, I was able to extract it locally without issues, so at least we know that the archive is not corrupted.

I suspect your host is applying some kind of resource usage limit, so if you create a large number of files in a small amount of time the request gets blocked. I'd suggest to apply the instructions in the help text in the Minimum/Maximum execution time:

Increase the minimum to 3 if you get AJAX errors. Increase the maximum to 10 for faster extraction, decrease back to 5 if you get AJAX errors. Try minimum 5, maximum 1 (not a typo!) if you keep getting AJAX errors.

No, the ones inside Kickstart control panel, see attachment.

Looking at your log, it seems it's creating a lot of queries to retrieve the data from the database. After some time, the database server drops the connection.

First of all, can you please check the value for the option "Number of rows per batch" under the "Database backup engine" section? It should be set to 1000.

Ok, I was checking if your default values were the correct ones.

Looking at your log, it seems that the table it gets "stuck" is the easyblog_revisions one. We have to options here: you can try to slow down your backup so it will consume fewer resources or you can try to exclude that table from the backup. Is it really necessary?

Just to be clear: Akeeba Backup can handle it just fine, but the load that it imposes on the database server is too much and it returns an error, so we have to find a workaround for that.

Ok, let's try this trick. Set the following values in your backup profile:

Minimum execution time: 5 seconds
Maximum execution time: 3 seconds
Runtime bias: 50%

Yes, minimum is greater than maximum, that's not a typo. It means that the backup process will take extra steps while backing up your site, taking more time and thus using fewer resources in the same amount of time.

Let me know how it goes.

Let me connect to your site so I can try to do some tests.

I have made this ticket private so that only you and me can see the information posted here.

Please provide me with the following information:

1. The URL to your site's administrator login page
2. Super User username and password
3. FTP connection information

Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.

IMPORTANT INFORMATION
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:

----- Access Information Form -- START -----
Super Administrator access

• URL to site's administrator page (e.g. http://www.example.com/administrator?foobar):
• Super User username:
• Super User password:

FTP connection information

• FTP methods supported (e.g. FTP, FTPS, SFTP):
• FTP Hostname:
• FTP Username:
• FTP Password:
• FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):

----- Access Information Form -- END -----

Please make sure that you have tested the Super Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Super User privileges, i.e. it's not a regular Administrator. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.

Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.

I was able to connect and run some tests. I lowered the amount of rows retrieved from the database to 100 and it seems to do the trick.

I stopped the backup because it was taking too much time, but it successfully completed the database step. I changed the profile #4 , can you please give it a try?

Awesome!

Now that we have it working, we can try to speed things up. Take a look at the minimum/maximum execution time in the profile. Try to set the minimum to 1 and maximum to 7. Then keep raising the maximum until you reach 20 seconds. That should speed up things a little.

mhm... no.

I suspect the bottleneck is on your database: since you have that table with so many data in it, we can only process 100 rows at the time, so we can't speed up things any more.

You're welcome!