Support

Site Restoration

#31340 Internal error after restore again - follow up on ticket #31311

Posted in ‘Site restoration’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

PHP version
n/a
CMS Type
Other
CMS Version
n/a
Backup Tool Version
n/a
Kickstart version
n/a

Latest post by sripoll on Thursday, 16 May 2019 08:02 CDT

Sunday, 12 May 2019 00:04 CDT

sripoll
Again, I get the same error 500 when restoring backups using kickstart.
This happened on my testing environment (/Test root), which I had to resynchronize with the production master after minor content changes.
As discussed on ticket #31311 I tried to comment out the "Option FollowSymlinks" directive, but this didn't fix the problem.
Was the Symlink issue the only one to fix ?
-- Stéphane --
Edited by sripoll on 2019-05-12 00:04 CDT

Monday, 13 May 2019 03:06 CDT

tampe125
Hello,

well, first of all let's double check when this happens.
Do you get this during the extraction in Kickstart (ie when there is the blue bar progressing) or when you start the restoration in ANGIE (when you restore the database etc etc)?

That's very important because the same symptom could be caused from different sources.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Monday, 13 May 2019 05:20 CDT

sripoll
I get this behaviour after kickstart extraction / DB restore, at ANGIE installation time in the very last stage (cleanup and connect to front or backend).
-- Stéphane --

Monday, 13 May 2019 09:00 CDT

tampe125
Once again, most likely you have checked the option "Replace your .htaccess file with default one".
The default one has the directive about following symlinks enabled, which causes the fatal error. When you restore on your webserver, you have to remember to disable such option in the Setup page.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Monday, 13 May 2019 09:51 CDT

sripoll
Just to clarify :
  • what do you mean by "checked the option "Replace your .htaccess file with default one"" ? Should this option be set from the hoster's cpanel ? In my case, I have not been able to determine where to access this option on the provider's administration interface.
  • What I did : you are right, the .htaccess file has uncommented Symlink option after the (aborted) ANGIE installation. So, I uncommented again the faulty directive in the .htaccess file using Filezilla and reran the ANGIE install, but the error still persists.


What am I missing ?
Thanks,
-- Stéphane --
Edited by sripoll on 2019-05-13 09:54 CDT

Monday, 13 May 2019 10:17 CDT

tampe125
The option is inside the ANGIE restoration page, Site Setup step.
Please take a look at the attached screenshot. You have to remove the thick from that checkbox before continuing.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Monday, 13 May 2019 11:05 CDT

sripoll
OK. Understood.
How do I manage to get back the overriden htaccess file ? Edit and uncomment again ?

Tuesday, 14 May 2019 04:00 CDT

tampe125
How do I manage to get back the overriden htaccess file ?
You can't. The file is overridden when you leave that option selected.
To get your site back online, you have to manually comment the symlink directive. Then I strongly suggest to start the restoration again, paying extra care to avoid leaving that option checked. Otherwise your site is not completely configured and it won't work.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 16 May 2019 08:02 CDT

sripoll
Thanks for your guidance, the restore job worked perfectly.
Best regards.
-- Stéphane --

Support Information

Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!