Repair CPanel's restore backup function...

[MindRealm]

I am experiencing a problem restoring backups through CPanel. Other users have also reported problems, but nobody is helping.



Would someone at HG find out (and repair) what's going on?

Thanks,
DG

(I lost an active forum at UnderTheDash.com and can't restore it!)

[GvilleRick]

Have you submitted a ticket to support? If not, you should so they can investigate and test the issue. I didn't see anything in the cPanel forums but it could be a recent bug in a cPanel update. I have seen where HG employees were able to work directly with cPanel in the past.

[Fabrice]

Actually, CPanel's "partial" backups doesn't work for me either (the database backups). The downloads ends as soon as it starts, with a 20kb file.

[GatorChrisN]

Originally Posted by MindRealm

I am experiencing a problem restoring backups through CPanel. Other users have also reported problems, but nobody is helping.



Would someone at HG find out (and repair) what's going on?

Thanks,
DG

(I lost an active forum at UnderTheDash.com and can't restore it!)

I see that you are under one of our Reseller plans. You do not have the ability to perform cPanel restores, but if you submit a ticket and let us know the location of the backup file we can do this on your behalf.

For the person that mentioned not getting full cPanel backups when using the Backup function, you need to make sure you are logged in as the actual cPanel user and not logged in as your reseller user and just linking to cPanel via WHM. cPanel authentication works via the password supplied so if you log into cPanel via the WHM links under List Accounts it will try to back up as the reseller and not the user and fail to generate anything useful.

[MindRealm]

Tried both methods. Neither work now, but have in the past.

This is related to 'partial' backups, specifically the "Restore a Home Directory Backup" option. (I was able to successfully perform the "Restore a MySQL Database" option.)

I submitted a ticket on 03/02 and received two offers from HG staff to perform the restore for me. I declined, and asked them to fix the problem.

Here's the progress so far:

10:08:52 PM | Mar 2nd, 2009 (Customer Submission)
I backed up www.*********.com via cpanel, but I can't get it to restore. I've even unzipped the .gz and manually ftp'd everything to the server. I get a persistent 500-Internal Server Error.
Please restore the system backup, if exists from any point prior to 6:00 EST.
(The cpanel restore seems to upload, but doesn't unzip to the server.)
Thanks!
____________________
10:41:51 PM | Mar 2nd, 2009 (Staff Reply)
Hello,
Please fill out our restore form at:
http://www.hostgator.com/restore.php
Warm Regards,
Rob Field
Level 1 Support Administrator
866-964-2867 (General Support)
281-476-7801 (Abuse/Security Fax)
____________________
10:41:54 PM | Mar 2nd, 2009 (Customer Reply)
Never mind - for now... I'm going to delete the account in WHM and recreate it. Maybe I trashed something unintentionally.
If I still have trouble, I'll resubmit.
Thanks
____________________
03:32:16 AM | Mar 3rd, 2009 (Staff Reply)
Hello,
No problems. If you have further questions, please let us know.
Best regards,
Shashank Wagh,
Systems Administrator & Level III Support,
SeoHosting.com / Hostgator.com LLC.
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____________________
03:35:53 AM | Mar 3rd, 2009 (Staff Reply)
Hi,
That's fine. If you run into further problems please use this ticket ********** as a reference.
........... ........... ........... ........... ........... ........... ...........
Regards,
Harold Davidson
Hostgator Support
........... ........... ........... ........... ........... ........... ...........
Support Site: http://www.hostgator.com/support.shtml
Terms of Service: http://www.hostgator.com/tos.shtml
Mail Policy: http://www.hostgator.com/mailpolicy.shtml
Contact Information: http://www.hostgator.com/contact.shtml
........... ........... ........... ........... ........... ........... ...........
____________________
09:32:57 PM | Mar 3rd, 2009 (Customer Reply)
Okay... This is a CPanel problem. I thought I was going crazy - or just impatient, but i have narrowed it down. CPanel's restore backup (doupload.html) is not working.
Here's what's happening:
-I click the 'browse' button and locate my backup file (home directory) and click upload.
-The window turns all white.
-The progress bar on the browser progresses for a while.
-The window finishes loading and shows the Cpanel menu and 'Restoring Files' and 'Go Back'.
-Result = Restoration failed. No fles updated.
This is in contrast to the working dosqlupload.html, which does this:
-I click the 'browse' button and locate my backup file (mySQL) and click upload.
-The window turns all white.
-The progress bar on the browser progresses for a while.
-The window loads the background and begins listing (many) lines of SQL commands while restoring.
-Result = database restored in about 10 minutes.
I even tried to restore older backups (known good, from last fall) without success.
Thanks in advance!
____________________
02:26:30 AM | Mar 4th, 2009 (Staff Reply)
Hello,
Please let me know how I can access the backup and the username you would like this restored to and I would be glad to restore this account.
Thank You,
Jonathan N.
HostGator Support
____________________
06:09:04 AM | Mar 4th, 2009 (Customer Reply)
I appreciate the offer to restore my backup for me, but it doesn't address the problem. I need to be able to restore backups myself.
Please fix the problem. >> doupload.html doesn't work.

Still waiting...

[MindRealm]

If you can't fix a problem - sell it as a "feature"... Pssht!

05:56:54 PM | Mar 4th, 2009 (Staff Reply)
I apologize for the inconveniences and the frustrations, however as a reseller you will not be able to restore packages by yourself, we will have to do this to ensure the integrity and security of our servers. Any time you need a restore done, just fill out this form:
https://secure.hostgator.com/restore.php
and put in the notes the location of your backup, and we'll restore it for you no problems.
I hope this helps. Let me know if you need anything else.
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Warm Regards,
Jacob P.
Internal Support Admin
Server Administrator
________________________________
06:36:09 PM | Mar 4th, 2009 (Customer Reply)
That's an excuse for a failed application.
You trust anyone to upload content via FTP, But you won't allow a business client to restore backups that YOU provide?!
This process worked (for 'partial' backups) prior to HG charging for restorations... Definately sounds like the broken application (doupload.html in CPanel) was intentional.
In the past, I could restore a backup of a customer's website in a few minutes, if needed.
Now my customers need to wait for HG to restore, and the delay reflects on MY response time?!
That's bad business.

Trust is gone... now pay up!

[Fabrice]

Hi GatorChrisN,

I am using the good old "baby" plan, I am not a reseller. I posted here because I thought it was related. I thought other people would have posted about a similar problem:

I am still unable to backup my user's data, via the simple CPanel > Files > Backups feature. I dont need to restore these through CPanel (never tried), it allows me to restore a particular user's data on my website if they messed up their account (via remote shell access), or simply debug and test the production site locally, since I can extract the backup on the local machine.

I submitted a ticket but I've been told about some max script execution time, however I can't even download a 32 mb database, so I suppose it is another problem. I have been able to download my website's databases for 3 years without problem.

[whiplashdps]

I've begun to notice quite a few posts about cpanel items not functioning (like shared ssl generation and I think I saw something about cron jobs) and responses indicating 'it won't work for 'x' or 'y'.

I have been lucky enough to learn about these non-working items through various posts and not through trial and error. I would have spent hours trying to figure stuff out thinking I was making an error.

I always come back to the same question; why have it in the cpanel if it isn't applicable? I would think not having it in there, if it doesn't work, would eliminate a lot of these problems and arguments.

?

[Fabrice]

I'm curious, the CPanel > Files > Backups > "Download a MySQL Database Backup" is a basic feature in CPanel right? Isn't that available to all customers, shared hosting or not ?

[striddy]

Originally Posted by Fabrice

I'm curious, the CPanel > Files > Backups > "Download a MySQL Database Backup" is a basic feature in CPanel right? Isn't that available to all customers, shared hosting or not ?

Yes it is....

[virtvir5]

Where database backups are the primary concern, it's not difficult to install your own phpMyAdmin set-up with equivalent login protection.

It definitely works on the server using localhost access and it should also be possible to configure a phpMyAdmin installation for remote access with specified IP address permission.

On the other hand, I would certainly agree that HG's cPanel backup feature should do the job as intended or else be removed completely to avoid misleading people.

[striddy]

Originally Posted by uvwx581

Here is a basic macro

And there goes someone about to get banned.

Post reported.