Support

EXTREMELY IMPORTANT: Please attach a ZIP file containing your Akeeba Backup log file in order for us to help you with any backup or restoration issue. If the file is over 2Mb, please upload it on your server and post a link to it.

Description of my issue:

I am getting the Ajax 500 Error at approxiamtely 74% into the backup. I have gone through all of your checklist step by step as well as read many forum posts since so many have this issue, but nothing has resolved it.

To complicate matters, the Alice tool will not run at all (won't even initialize after I press start) and there is absolutely no log files being generated. I click on the logs in the backend to view and I download them and they are completely empty. If I click on "Manage Backups" it gives me an error "Error displaying the error page: Application Instantiation Error: Error initialising the session."

This error began right after my developer and I implemented JCH Optimizer and DotCache to boost the site. Not sure if that is related since we installed those same extensions on my other site and Akeeba is working flawlessly.

I don't know what to do if I can't send you a log with information in it ... sorry to be a pain in the butt!

Can you make this a private ticket? I can't change my username and don't want search engines to link my site with this post.

1. ...gone through all of your checklist

2. ...read many forum posts

Conclusion: Not a pain in the butt.

This is a back end backup, not a CRON backup, correct?

We really need the backup log to tell what is going on. The 74% indicates that the backup is started and running, so there has to be a log. Please open the Configuration screen for the profile that you are using for the backup and make sure the log level is set to All Information and Debug. An Errors Only setting will cause blank log files.

The Manage Backups screen could be a session timeout, but that would be a one time error, not a consistent error.

Thanks so much for the help. You nailed it with the debug setting, so I changed that and attached the log for you to review.

I see the problem:

DEBUG   |150729 23:09:01|-- Adding components/administrator/components/com_akeeba/backup/site-fibozachi-forex.com-20150619-013139.jpa to archive (source: <root>/components/administrator/components/com_akeeba/backup/site-fibozachi-forex.com-20150619-013139.jpa)

You have an /administrator folder inside your /components folder. I can't tell from the log if there is a full site in there or not. The file that kills the backup is an old backup archive.

You need to look at the /components folder and see what is in there that doesn't belong. You need to either exclude those folders or delete them.

No wonder none of the other steps helped ... I apologize for my foolish mistake!

All resolved now and backups working perfectly.

I'm glad it is working now!