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cPanel Acronis cPanel/WHM plugin has stopped working

Thread needs solution
Forum Member
Posts: 11
Comments: 81

It seems someone has broken something because backup and restores within the plugin have stopped working.

 

This happens on v.12.5.22750 and the new version v.12.5.22530.

0 Users found this helpful
Forum Member
Posts: 11
Comments: 81

Ok backup started to work but if try to export a cPanel account get

 

"Failed: Archive accounts: <snipped>"

Forum Member
Posts: 11
Comments: 81

Error is like this

 

{
    "Command": "chroot /var/lib/Acronis/mount/1f1fe57f_0_1591805594_41 bash -c '/usr/local/cpanel/scripts/pkgacct --skiphomedir --skipdnszones --skipacctdb snipped /root/acronis_cpanel_accounts'",
    "Error": "",
    "Output": "[2020-06-10 20:05:44 +0100] pkgacct started.\n[2020-06-10 20:05:45 +0100] pkgacct version 10 - user : snipped - tarball: 1 - target mysql : default - split: 0 - incremental: 0 - homedir: 0 - mailman: 1 - backup: 0 - archive version: 4 - running with uid 0\n[2020-06-10 20:05:45 +0100] pkgacct using '/usr/local/cpanel/3rdparty/bin/pigz -6 --processes 1 --blocksize 4096 --rsyncable' to compress archives\n[2020-06-10 20:05:45 +0100] pkgacct working dir : /root/acronis_cpanel_accounts/cpmove-snipped\n[2020-06-10 20:05:45 +0100] Copying Reseller Config...[2020-06-10 20:05:45 +0100] Done\n[2020-06-10 20:05:45 +0100] Copying Suspension Info (if needed)...[2020-06-10 20:05:45 +0100] Done\n[2020-06-10 20:05:45 +0100] Copying installed SSL certificates and keys...[2020-06-10 20:05:45 +0100] Performing \u201cApacheTLS\u201d component....\n[2020-06-10 20:05:45 +0100] Completed \u201cApacheTLS\u201d component.\n[2020-06-10 20:05:45 +0100] Done\n[2020-06-10 20:05:45 +0100] Copying Domain Keys....[2020-06-10 20:05:46 +0100] Done\n[2020-06-10 20:05:46 +0100] Copying Bandwidth Data....[2020-06-10 20:05:46 +0100] Performing \u201cBandwidth\u201d component....\nSummary databases \u2026 done!\n[2020-06-10 20:05:48 +0100] Completed \u201cBandwidth\u201d component.\n[2020-06-10 20:05:48 +0100] Done\n[2020-06-10 20:05:48 +0100] Copying Mail files....[2020-06-10 20:05:48 +0100] Done\n[2020-06-10 20:05:48 +0100] Copying proftpd file....[2020-06-10 20:05:48 +0100] Done\n[2020-06-10 20:05:48 +0100] Performing \u201cLogs\u201d component....\n...log file sizes [36221 byte(s)]......snipped.org-ssl_log......snipped.org-bytes_log......snipped.org...[2020-06-10 20:05:49 +0100] Completed \u201cLogs\u201d component.\n[2020-06-10 20:05:49 +0100] Copy userdata...[2020-06-10 20:05:49 +0100] Done\n[2020-06-10 20:05:49 +0100] Copy custom virtualhost templates...[2020-06-10 20:05:49 +0100] Done\n[2020-06-10 20:05:49 +0100] Copying mailman lists and archives....Done copying mailman lists and archives.\n[2020-06-10 20:05:50 +0100] Performing \u201cCpUserFile\u201d component....\n[2020-06-10 20:05:50 +0100] Completed \u201cCpUserFile\u201d component.\n[2020-06-10 20:05:50 +0100] Copying crontab file.......[2020-06-10 20:05:50 +0100] Done\n[2020-06-10 20:05:50 +0100] Performing \u201cQuota\u201d component....\n[2020-06-10 20:05:50 +0100] Completed \u201cQuota\u201d component.\n[2020-06-10 20:05:50 +0100] Performing \u201cIntegration\u201d component....\n[2020-06-10 20:05:50 +0100] Completed \u201cIntegration\u201d component.\n[2020-06-10 20:05:50 +0100] Performing \u201cAuthnLinks\u201d component....\n[2020-06-10 20:05:50 +0100] Completed \u201cAuthnLinks\u201d component.\n[2020-06-10 20:05:50 +0100] Performing \u201cAPITokens\u201d component....\n[2020-06-10 20:05:50 +0100] Completed \u201cAPITokens\u201d component.\n[2020-06-10 20:05:50 +0100] Performing \u201cDNSSEC\u201d component....\n[2020-06-10 20:05:51 +0100] Completed \u201cDNSSEC\u201d component.\n[2020-06-10 20:05:51 +0100] Performing \u201cCustom\u201d component....\n[2020-06-10 20:05:51 +0100] No custom components to perform.\n[2020-06-10 20:05:51 +0100] Completed \u201cCustom\u201d component.\n[2020-06-10 20:05:51 +0100] Performing \u201cAutoSSL\u201d component....\n[2020-06-10 20:05:51 +0100] Completed \u201cAutoSSL\u201d component.\n[2020-06-10 20:05:51 +0100] Storing Subdomains....\n[2020-06-10 20:05:51 +0100] Done\n[2020-06-10 20:05:51 +0100] Storing Parked Domains....\n[2020-06-10 20:05:51 +0100] Done\n[2020-06-10 20:05:51 +0100] Storing Addon Domains....\n[2020-06-10 20:05:51 +0100] Performing \u201cPassword\u201d component....\n[2020-06-10 20:05:51 +0100] Completed \u201cPassword\u201d component.\n[2020-06-10 20:05:51 +0100] Performing \u201cDigestShadow\u201d component....\n[2020-06-10 20:05:51 +0100] Completed \u201cDigestShadow\u201d component.\n[2020-06-10 20:05:51 +0100] Copying shell.......[2020-06-10 20:05:51 +0100] Done\n[2020-06-10 20:05:51 +0100] Performing \u201cPublicContact\u201d component....\n[2020-06-10 20:05:51 +0100] Completed \u201cPublicContact\u201d component.\n[2020-06-10 20:05:51 +0100] Performing \u201cMailLimits\u201d component....\n[2020-06-10 20:05:51 +0100] Completed \u201cMailLimits\u201d component.\n[2020-06-10 20:05:51 +0100] Performing \u201cLinkedNodes\u201d component....\n[2020-06-10 20:05:53 +0100] Completed \u201cLinkedNodes\u201d component.\n[2020-06-10 20:05:53 +0100] Creating Archive ....[2020-06-10 20:05:53 +0100] Done\n[2020-06-10 20:05:53 +0100] pkgacctfile is: /root/acronis_cpanel_accounts/cpmove-snipped.tar.gz\n[2020-06-10 20:05:53 +0100] md5sum is: 4e1e5e63d3eca817805505b87efccd79\n[2020-06-10 20:05:53 +0100] \n[2020-06-10 20:05:53 +0100] size is: 155296\n[2020-06-10 20:05:54 +0100] Error while connecting to MySQL: (XID jrnw8w) The system failed to connect to the \u201cMySQL\u201d database \u201cmysql\u201d because of an error: CR_CONNECTION_ERROR (Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111)) at /usr/local/cpanel/Cpanel/Mysql/Basic.pm line 437."
}

Acronis engineer
Posts: 0
Comments: 45

Hello,

Thank you for reaching Acronis Support on Forum. I will be happy to help sharing below solution.

Please, do the folowing:
1. Open /usr/local/cpanel/base/3rdparty/acronisbackup/python/site-packages/acronis_backup_srv/async_tasks/executors/cpanel.py
2. Find line 146: self._makedirs(path=rp_accounts_backup_tmp_dir, mode=0o600)
3. Right after it insert the following peace of code:

        dev_null = rp_root_dir + '/dev/null'
        try:
            os.mknod(dev_null)
            self.log_info("File /dev/null created.")
        except OSError as e:
            self.log_warning("Unable to create /dev/null in backup folder {}.".format(e))

4. Restart python service: /usr/local/cpanel/base/3rdparty/acronisbackup/scripts/acronis-backup-srv.sh restart
5. Check if the service is started correctly:
tail -f /usr/local/cpanel/base/3rdparty/acronisbackup/log/scripts/acronis-backup-srv.log
or
tail -f /usr/local/cpanel/base/3rdparty/acronisbackup/srv/log/main.log
6. Retry download operation and check if dbs is present.

Hope this helps.

Forum Member
Posts: 11
Comments: 81

Hello Ivaylo,

 

Thanks for providing the fix, but instead of me applying this to every server, I'd rather wait until you add it officially. Any idea when this will be updated? Do we need to update the agent or reinstall the cPanel Acronis plugin?

 

Thanks,

Chris

Acronis engineer
Posts: 0
Comments: 45

Hello Chris,

Thank you for you reply.

Which version of cPanel's Acronis plugin are you currently with? This workaround should be included into bugfix release of cPanel's Acronis plugin 1.4 build 312. We released earlier this month version 1.4.

Thank you.

Forum Member
Posts: 11
Comments: 81

Ivaylo Tsvetkov wrote:

Hello Chris,

Thank you for you reply.

Which version of cPanel's Acronis plugin are you currently with? This workaround should be included into bugfix release of cPanel's Acronis plugin 1.4 build 312. We released earlier this month version 1.4.

Thank you.

For me, it shows

 

Version 1.4.320 so guess a later version 

Acronis engineer
Posts: 0
Comments: 45

Hello Chris,

In this case we should forward this reappearing issue to RnD Support, but normal workflow requires opening an Acronis Support case so we can escalate to RnD. Please open a new Support case, provide your Acronis account login and DC, share the same description, the version and complete set of plugin logs: https://kb.acronis.com/content/61940

The Download logs button is available in Acronis Backup plugin dashboards like shown in the images on the KB article.

In order to get a fix RnD should investigate your case scenario and find new root cause of this issue.

And additionally I need to ask, have you tried the suggested workaround at least on one server, does is still helps fixing this issue, it will be useful to share results with RnD in case it is not working on the latest version.

Thank you.

Forum Member
Posts: 11
Comments: 81

I found the issue I was describing

Hi,

I found the problem. Archive/Restore full cPanel account does not work if there are no MySQL database/users in the cPanel account i.e if the cPanel account is only hosting an HTML website with no MySQL database then the Archive/Restore will fail.

Archive/Restore works fine for all sites that use MySQL DBs.

Kind regards,
Chris

I let Acronis support team know about it. So hopefully they can fix it.

Forum Member
Posts: 11
Comments: 81

Ps because of the above issue, I'm now running Acronis/JetBackup side-by-side. Just to be sure. Cost an extra $40-50/month to run but worth it.

Beginner
Posts: 0
Comments: 1

Hey, HostXNow, was you able to resolve the problem?