App Center's Installatron backups not working as expected - Page 2

*artemis* · 08-10-2015, 12:02 PM

To join the choir - this morning I'm also getting the same error on 3 accounts, have submitted tickets both to FQ and Installatron

I understand protecting resources - but... in all 3 of these cases, the clients who own the blogs are not posting to them very often and comments are disabled... the only difference between the size of the file at the last backup (July) is any change in size of the plugins ... no changes in theme have been made, nor child, nor any plugins added or removed...

so why are they failing now and why is a new subdirectory getting created at the same level as www, when I haven't changed *anything* ?

I never have been able to get the automatic backups to work again - I've been doing manual backups since the last mysterious change of configuration in the winter...

Would love for this to work smoothly please....

thanks in advance...

**Terra** · 08-10-2015, 03:25 PM

Upon deeper investigation, this is clearly a bug with the Installatron code... Unfortunately we cannot make repairs as it is closed source (IonCube encoded)... We will be reaching out to Installatron and hopefully they will provide us with a fix soon... The last ticket interaction with them took a week for us to get the first response...

*artemis* · 08-10-2015, 05:47 PM

Thanks Terra - so if I want a backup I should make it myself I guess...

ok... sigh...

I did put in 3 tickets this morning - they're showing pending still but last time I think they did get back to me within 24 hours...

It kinda bothers me that the process has broken twice now

jiawen · 08-10-2015, 09:08 PM

Quote:

Originally Posted by Terra

Upon deeper investigation, this is clearly a bug with the Installatron code... Unfortunately we cannot make repairs as it is closed source (IonCube encoded)... We will be reaching out to Installatron and hopefully they will provide us with a fix soon... The last ticket interaction with them took a week for us to get the first response...

Installatron has been, um, a little slow to respond to my support tickets, shall we say. Thank you for pursuing this.

*artemis* · 08-11-2015, 11:00 AM

Installatron responded this morning - except the answer wasn't helpful because it just points the finger back at FQ

Here is what they said

Hello,

We're actually the help desk for the software developers at Installatron.

This error is usually permission related. Please check the ownership and permissions on the "wwwlication_backups" directory to ensure it's owned by your account and CHMOD 711 or higher.

I would also recommend reaching out to FutureQuest to let them know about the problem. It's possible they recently deployed changes which caused this, and if they didn't then they should be able to forward specific log output our way to aid the troubleshooting process.

Let me know if you have any questions.

Thank you,
Phil
----

I'm not quite sure how I could have set permissions for a directory I never created in the first place

Please fix this - Thank You, Diane

**Bob** · 08-11-2015, 11:06 AM

Hi again Diane,

A support ticket was filed with the Installatron Folks this morning.

As soon as we have and additional we will post again,
Bob

*artemis* · 08-11-2015, 11:10 AM

I suppose I should go in and now that the directory has been created, check the permissions - it may be that whatever process decided I couldn't live without this directory on all my accounts only did it half-way and if I change them then it could work...

I would like to please emphasize that the fact that this doesn't work is a problem for me in two ways - 1) having my time hijacked this week unnecessarily and 2) financially it doesn't work if I have to do the wp backups manually because I can't charge the client for that time - I need a utility at the hosting level that is capable of taking care of the automatic backups before minor wp updates... please... thank you...

--- appending - Thank You Bob (we cross posted)

*artemis* · 08-11-2015, 08:59 PM

I also followed up with them again - just for grins, just to play along, I did as they said (changed the permissions from 700 to 711) even though I think the response was from someone reading a script and that is the first item on the list - yes the same error resulted

I also asked them where that new directory came from, I didn't make it, and how a permissions issue could relate to a file size error -- all of which I actually don't care about

if it would just work and stay working

Arthur · 08-12-2015, 10:36 AM

Hi Diane,

After going back and forth a couple of times with Installatron, we've put some fixes in place and our first tests show the backups are working correctly now. We'll be running some more tests, but I'm fairly confident it's all good again.

-Arthur

*artemis* · 08-14-2015, 11:08 AM

Hi Arthur and all -- did you receive my (Aug 12) response to your email that this is not fixed - just to make morning coffee-time consistently miserable all week this week, I tried again this morning.

In case you didn't get that email - on the 12th the error message changed to a nonspecific "Backing-up: A fatal error has occurred". This has been consistent across all 3 accounts for the last several days although I hope you'll forgive me for only trying one of them this morning.

Also this is for the manual backups - everything we've been doing here is for manual backups - this time let's get the automatic ones working again also please (after we finish getting the manual ones to work again)

Help please.... thank you...