Support

Hello Sebastien,

As I told you on your very inappropriate public message to our page that I have now deleted, you have agreed to the Terms of Service of our site when you subscribed. As explicitly stated under "Support policy" (I am copying verbatim):

We only provide support to our subscribers through our site's Support section. We will not provide support by any other means including, but not limited to, email, regular mail, telephone, Twitter, Facebook, Skype and so on. If you email us directly for support or reply by email to your ticket or contact us via Skype, Facebook, Google+, Twitter, letter, fax or any other kind of electronic, digital, analogue, on-line, off-line or other means of communication whatsoever -with the sole exception of our support ticket system- we will NOT read it and we will NOT respond to it. To make this absolutely explicit: for all intents and pruposes it is as though you never sent us any communication. Even if you receive a response from us in any way it does not constitute, indicate or imply that we accept, acknowledge or take into account your reply in any way whatsoever.

I get a ton of Facebook messages, emails and whatnot. I can only reply to so many and so fast while also being one of the two people who develop the software. However, our support ticket system is being answered by FOUR (4) different people. That's why we ask you to use the Support ticket system. If you want me personally to reply to your message you'll have to stand in line.

Regarding your issue, I assume you have a very old version of Akeeba Backup. In fact there was exactly ONE version which could have this issue and only on misconfigured servers which are behind a load balancer or proxy server which reports a different server IP address every time you access a page.

Luckily, since I was the developer who troubleshot and fixed this issue I know how to help you.

1. First run Kickstart to extract the backup archive.
2. DO NOT click on the Run the Installer yet!
3. Copy the contents of https://raw.githubusercontent.com/akeeba/angie/development/angie/installation/framework/session/session.php into the file installation/framework/session/session.php on your site.
4. NOW click on Run the Installer. It works.
5. Proceed with the restoration as usual.

The technical explanation of what is going on can be found in the comment here: https://github.com/akeeba/angie/blob/development/angie/installation/framework/session/session.php#L82 It also contains a few remarks about issues you might have after the restoration of a site on a server cluster.

Let me remind you that you are not the only client we have. There are a number of you and you file support tickets. We try to answer them as best as we can. In our Terms of Service we tell you that we will only reply to support requests filed through this Support ticket system and it will happen within a business day. Please refrain from abusing us in public with baseless accusations which have no merit based on the service level agreed upon in the Terms of Service you have manually indicated that you have read and unreservedly accept when signing up. Again, thank you for your understanding.