Backup transport errors with large websites

thanasis

Well-Known Member
Nov 24, 2017
69
4
8
Greece
cPanel Access Level
Root Administrator
Hello, at my VPS i had failed backups at large website (after cpanel' upgrade to 76.xx).

I checked the cpbackup_transporter log file and i see:

Code:
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Uploading account backup /backup/weekly/2018-12-16/accounts/website.tar.gz to local_nas/weekly/2018-12-16/accounts/website.tar.gz (from weekly/2018-12-16/accounts/website.tar.gz)
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Attempting to upload /backup/weekly/2018-12-16/accounts/website.tar.gz to local_nas/weekly/2018-12-16/accounts/website.tar.gz for destination:  mylocalnasdisk - FTP
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Upload attempt #1 starting for /backup/weekly/2018-12-16/accounts/website.tar.gz to local_nas/weekly/2018-12-16/accounts/website.tar.gz for destination:  mylocalnasdisk - FTP
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Net::FTP=GLOB(0x2a15460) >>>  PASV
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Net::FTP=GLOB(0x2a15460) <<<  227 Entering Passive Mode (84,254,12,56,216,242)
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Net::FTP=GLOB(0x2a15460) >>>  STOR local_nas/weekly/2018-12-16/accounts/website.tar.gz
[2018-12-16 02:58:25 +0200] info [cpbackup_transporter] Net::FTP=GLOB(0x2a15460) <<<  150 Opening BINARY mode data connection for 'local_nas/weekly/2018-12-16/accounts/website.tar.gz'.
[2018-12-16 04:58:15 +0200] info [cpbackup_transporter] Net::FTP=GLOB(0x2a15460) <<<  6 Transfer complete.
[2018-12-16 04:58:45 +0200] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/5.26.0/Net/FTP/dataconn.pm line 82.
[2018-12-16 04:58:45 +0200] info [cpbackup_transporter] put( /backup/weekly/2018-12-16/accounts/website.tar.gz, local_nas/weekly/2018-12-16/accounts/website.tar.gz ) FAILED
[2018-12-16 04:58:45 +0200] info [cpbackup_transporter] [Net::FTP] Timeout
[2018-12-16 04:58:45 +0200] warn [cpbackup_transporter] Upload attempt failed: [Net::FTP] Timeout at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
    Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0x14d0d80), "Upload attempt failed: [Net::FTP] Timeout") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 624
    Cpanel::Backup::Queue::transport_backup::attempt_to_upload_file(Cpanel::Backup::Queue::transport_backup=HASH(0x1329190), Cpanel::Transport::Files::FTP=HASH(0x2b54db0), "/backup/weekly/2018-12-16/accounts/website.tar.gz", "local_nas/weekly/2018-12-16/accounts/website.tar.gz", Cpanel::LoggerAdapter=HASH(0x14d0d80)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 309
    Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0x1329190), cPanel::TaskQueue::Task=HASH(0x2a42ca0), Cpanel::LoggerAdapter=HASH(0x14d0d80)) called at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/cPanel/TaskQueue.pm line 624
    eval {...} called at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/cPanel/TaskQueue.pm line 627
    cPanel::TaskQueue::__ANON__() called at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/cPanel/StateFile.pm line 233
    eval {...} called at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/cPanel/StateFile.pm line 233
    cPanel::StateFile::Guard::call_unlocked(cPanel::StateFile::Guard=HASH(0x290f590), CODE(0x2a18520)) called at /usr/local/cpanel/3rdparty/perl/526/lib64/perl5/cpanel_lib/cPanel/TaskQueue.pm line 632
    cPanel::TaskQueue::process_next_task(cPanel::TaskQueue=HASH(0x2356418)) called at /usr/local/cpanel/bin/cpbackup_transporter line 167
    eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 165
At smaller websites i didn't have any problems.
Maximum Destination Backup Timeout is 43200.
The files (tar.gz) stored at local nas. Also check them with winrar test function and i didn't have any errors.

The error i got at my email was:
Unable to send “website.tar.gz” to destination “mylocalnasdisk - FTP”

Any help?
 
Last edited:

cPanelLauren

Forums Analyst II
Staff member
Nov 14, 2017
9,032
763
263
Houston
cPanel Access Level
DataCenter Provider
Hi @thanasis

This line is perplexing:

Code:
[2018-12-16 04:58:15 +0200] info [cpbackup_transporter] Net::FTP=GLOB(0x2a15460) <<<  6 Transfer complete.
[2018-12-16 04:58:45 +0200] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at
It looks like the transfer completes then 30 seconds later times out while waiting on a response from the backup server which would coincide with the default timeout for this setting in WHM>>Backup>>Backup Configuration-> Additional Destinations -> your_dest_name -> Edit
Timeout: The number of seconds that the system will wait for a response from the remote server.
This defaults to 30 seconds and I assume you have yours set to this.

If you increase this does the issue still occur? Also are the backups present on the remote destination?
 

Mark Coates

Well-Known Member
Mar 13, 2019
96
12
8
Doncaster
cPanel Access Level
Root Administrator
Hi @cPanelLauren

i have this issue too although i have increased this to the max of 300 seconds (cpanel 80) and i will let you know if this email is sent to me again.

From what i can see all of the files arrive at my NAS (different location) as they should be without any issue.

this only happens on larger accounts (1gb+) as the smaller ones (0 - 500mb) work fine

I will respond once i have an update on this for you.
 

Mark Coates

Well-Known Member
Mar 13, 2019
96
12
8
Doncaster
cPanel Access Level
Root Administrator
transport_errors.txt

Unable to send “/backup/2019-05-30/accounts/arthouse.tar.gz” to destination “NAS”

Untitled attachment 00955.txt

no content

The files are there as can be seen on the attachment
 

Attachments

Mark Coates

Well-Known Member
Mar 13, 2019
96
12
8
Doncaster
cPanel Access Level
Root Administrator
Hi im not sure if you need this much but this is all i can find on this particular file
Code:
####################################

[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Initializing log file
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] cpbackup_transporter - parent starting
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] cpbackup_transporter - child starting
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] cPanel Backup Transporter Queue Daemon started.
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] cpbackup_transporter - started
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] cpbackup_transporter - Checking queue for tasks
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] cpbackup_transporter - Processing next task
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Instantiating Object
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>  Net::FTP(3.11)
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>    Exporter(5.73)
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>    Net::Cmd(3.11)
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>    IO::Socket::SSL(2.060)
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>      IO::Socket::INET6(2.72)
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>        IO::Socket(1.39)
[2019-05-30 02:09:45 +0100] info [cpbackup_transporter] Net::FTP >>>          IO::Handle(1.39)
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  220 192.168.1.5 FTP server ready
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  USER mcoates
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  331 Password required for mcoates
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  PASS ....
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  230 User mcoates logged in
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  TYPE I
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  200 Type set to I
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Starting a "copy" operation on the "NAS" destination ID "8Dm8mzntduDrsdBEXBGxHj9i".
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Base path for destination is disk2/DanumHost/Online
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Validating destination path disk2/DanumHost/Online/2019-05-30/accounts/
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  PASV
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  227 Entering Passive Mode (31,132,33,77,187,66).
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  LIST disk2/DanumHost/Online/2019-05-30/accounts/
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  150 Opening BINARY mode data connection for file list
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  450 disk2/DanumHost/Online/2019-05-30/accounts/: No such file or directory
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Making Path disk2/DanumHost/Online/2019-05-30/accounts/
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  MKD disk2/DanumHost/Online/2019-05-30/accounts/
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  257 "/disk2/DanumHost/Online/2019-05-30/accounts" - Directory successfully created
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Path creation successful
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Uploading account backup /backup/2019-05-30/accounts/arthouse.tar.gz to disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz (from 2019-05-30/accounts/arthouse.tar.gz)
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Attempting to upload /backup/2019-05-30/accounts/arthouse.tar.gz to disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz for destination:  NAS
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Upload attempt #1 starting for /backup/2019-05-30/accounts/arthouse.tar.gz to disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz for destination:  NAS
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  PASV
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  227 Entering Passive Mode (31,132,33,77,223,69).
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) >>>  STOR disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz
[2019-05-30 02:09:46 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  150 Opening BINARY mode data connection for disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz
[2019-05-30 03:00:07 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<<  6 Transfer complete
[2019-05-30 03:00:37 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/3rdparty/perl/528/lib/perl5/5.28.0/Net/FTP/dataconn.pm line 82.
[2019-05-30 03:00:38 +0100] info [cpbackup_transporter] put( /backup/2019-05-30/accounts/arthouse.tar.gz, disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz ) FAILED
[2019-05-30 03:00:38 +0100] info [cpbackup_transporter] [Net::FTP] Timeout
[2019-05-30 03:00:38 +0100] warn [cpbackup_transporter] Upload attempt failed: [Net::FTP] Timeout at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
    Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0xa31b68), "Upload attempt failed: [Net::FTP] Timeout") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 642
    Cpanel::Backup::Queue::transport_backup::attempt_to_upload_file(Cpanel::Backup::Queue::transport_backup=HASH(0x826748), Cpanel::Transport::Files::FTP=HASH(0x18ff968), "/backup/2019-05-30/accounts/arthouse.tar.gz", "disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xa31b68)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 326
    Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0x826748), Cpanel::TaskQueue::Task=HASH(0x18b7a88), Cpanel::LoggerAdapter=HASH(0xa31b68)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 619
    eval {...} called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 622
    Cpanel::TaskQueue::__ANON__() called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
    eval {...} called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
    Cpanel::StateFile::Guard::call_unlocked(Cpanel::StateFile::Guard=HASH(0x18a6e70), CODE(0x18a6df8)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 627
    Cpanel::TaskQueue::process_next_task(Cpanel::TaskQueue=HASH(0x18a6f48)) called at /usr/local/cpanel/bin/cpbackup_transporter line 168
    eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 166
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  220 192.168.1.5 FTP server ready
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) >>>  USER mcoates
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  331 Password required for mcoates
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) >>>  PASS ....
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  230 User mcoates logged in
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) >>>  TYPE I
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  200 Type set to I
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Upload attempt #2 starting for /backup/2019-05-30/accounts/arthouse.tar.gz to disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz for destination:  NAS
[2019-05-30 03:00:39 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) >>>  PASV
[2019-05-30 03:00:40 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  227 Entering Passive Mode (31,132,33,77,221,177).
[2019-05-30 03:00:40 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) >>>  STOR disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz
[2019-05-30 03:00:40 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  150 Opening BINARY mode data connection for disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz
[2019-05-30 03:26:17 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<<  26 Transfer complete
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/3rdparty/perl/528/lib/perl5/5.28.0/Net/FTP/dataconn.pm line 82.
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] put( /backup/2019-05-30/accounts/arthouse.tar.gz, disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz ) FAILED
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] [Net::FTP] Timeout
[2019-05-30 03:26:47 +0100] warn [cpbackup_transporter] Upload attempt failed: [Net::FTP] Timeout at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
    Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0xa31b68), "Upload attempt failed: [Net::FTP] Timeout") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 642
    Cpanel::Backup::Queue::transport_backup::attempt_to_upload_file(Cpanel::Backup::Queue::transport_backup=HASH(0x826748), Cpanel::Transport::Files::FTP=HASH(0x18ff968), "/backup/2019-05-30/accounts/arthouse.tar.gz", "disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xa31b68)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 326
    Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0x826748), Cpanel::TaskQueue::Task=HASH(0x18b7a88), Cpanel::LoggerAdapter=HASH(0xa31b68)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 619
    eval {...} called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 622
    Cpanel::TaskQueue::__ANON__() called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
    eval {...} called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
    Cpanel::StateFile::Guard::call_unlocked(Cpanel::StateFile::Guard=HASH(0x18a6e70), CODE(0x18a6df8)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 627
    Cpanel::TaskQueue::process_next_task(Cpanel::TaskQueue=HASH(0x18a6f48)) called at /usr/local/cpanel/bin/cpbackup_transporter line 168
    eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 166
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  220 192.168.1.5 FTP server ready
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) >>>  USER mcoates
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  331 Password required for mcoates
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) >>>  PASS ....
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  230 User mcoates logged in
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) >>>  TYPE I
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  200 Type set to I
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Upload attempt #3 starting for /backup/2019-05-30/accounts/arthouse.tar.gz to disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz for destination:  NAS
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) >>>  PASV
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  227 Entering Passive Mode (31,132,33,77,199,8).
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) >>>  STOR disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz
[2019-05-30 03:26:48 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  150 Opening BINARY mode data connection for disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz
[2019-05-30 03:52:31 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<<  26 Transfer complete
[2019-05-30 03:53:01 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/3rdparty/perl/528/lib/perl5/5.28.0/Net/FTP/dataconn.pm line 82.
[2019-05-30 03:53:01 +0100] info [cpbackup_transporter] put( /backup/2019-05-30/accounts/arthouse.tar.gz, disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz ) FAILED
[2019-05-30 03:53:01 +0100] info [cpbackup_transporter] [Net::FTP] Timeout
[2019-05-30 03:53:01 +0100] warn [cpbackup_transporter] Upload attempt failed: [Net::FTP] Timeout at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
    Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0xa31b68), "Upload attempt failed: [Net::FTP] Timeout") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 642
    Cpanel::Backup::Queue::transport_backup::attempt_to_upload_file(Cpanel::Backup::Queue::transport_backup=HASH(0x826748), Cpanel::Transport::Files::FTP=HASH(0x18ff968), "/backup/2019-05-30/accounts/arthouse.tar.gz", "disk2/DanumHost/Online/2019-05-30/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xa31b68)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 326
    Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0x826748), Cpanel::TaskQueue::Task=HASH(0x18b7a88), Cpanel::LoggerAdapter=HASH(0xa31b68)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 619
    eval {...} called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 622
    Cpanel::TaskQueue::__ANON__() called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
    eval {...} called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
    Cpanel::StateFile::Guard::call_unlocked(Cpanel::StateFile::Guard=HASH(0x18a6e70), CODE(0x18a6df8)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 627
    Cpanel::TaskQueue::process_next_task(Cpanel::TaskQueue=HASH(0x18a6f48)) called at /usr/local/cpanel/bin/cpbackup_transporter line 168
    eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 166

#########################################
i hope this is of some help
 
Last edited by a moderator:

cPanelLauren

Forums Analyst II
Staff member
Nov 14, 2017
9,032
763
263
Houston
cPanel Access Level
DataCenter Provider
It looks like it's timing out after 30 seconds each time:

Code:
[2019-05-30 03:00:07 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x18c3ad0) <<< 6 Transfer complete
[2019-05-30 03:00:37 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at
Code:
[2019-05-30 03:26:17 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2033f88) <<< 26 Transfer complete
[2019-05-30 03:26:47 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at
Code:
[2019-05-30 03:52:31 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x2118b88) <<< 26 Transfer complete
[2019-05-30 03:53:01 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at
There's a timeout either on the NAS or the additional destination configuration which is set to 30 seconds, if you're sure you've set this to 300 in WHM>>Backup>>Backup Configuration -> Additional Destinations -> This NAS destination then you may need to look at the configuration set on the NAS
 

Mark Coates

Well-Known Member
Mar 13, 2019
96
12
8
Doncaster
cPanel Access Level
Root Administrator
I have checked the remote location and there are no settings for time outs on there. I have also checked the sleep function and this is disabled.

I have also contacted my game developer who uses this also (during the day away from backup times) and he has no problem accessing the ftp and regularly uploads and downloads big files much larger than these (averaging around 15gb from him)
 

Mark Coates

Well-Known Member
Mar 13, 2019
96
12
8
Doncaster
cPanel Access Level
Root Administrator
Hi @cPanelLauren

Last night the backup failed for the file in question. Here is the log

##############
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] Initializing log file
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] cpbackup_transporter - parent starting
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] cpbackup_transporter - child starting
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] cPanel Backup Transporter Queue Daemon started.
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] cpbackup_transporter - started
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] cpbackup_transporter - Checking queue for tasks
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] cpbackup_transporter - Processing next task
[2019-06-02 02:20:20 +0100] info [cpbackup_transporter] Instantiating Object
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> Net::FTP(3.11)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> Exporter(5.73)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> Net::Cmd(3.11)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> IO::Socket::SSL(2.060)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> IO::Socket::INET6(2.72)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> IO::Socket(1.39)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP >>> IO::Handle(1.39)
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) <<< 220 192.168.1.5 FTP server ready
[2019-06-02 02:20:21 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> USER mcoates
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) <<< 331 Password required for mcoates
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> PASS ....
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) <<< 230 User mcoates logged in
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> TYPE I
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) <<< 200 Type set to I
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Starting a "copy" operation on the "NAS" destination ID "8Dm8mzntduDrsdBEXBGxHj9i".
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Base path for destination is disk2/XXXXXX/Online
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Validating destination path disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> PASV
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) <<< 227 Entering Passive Mode (31,132,33,77,145,33).
[2019-06-02 02:20:22 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> LIST disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 02:26:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 149.
[2019-06-02 02:26:25 +0100] info [cpbackup_transporter] Making Path disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 02:26:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 02:31:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 02:31:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2
[2019-06-02 02:36:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 02:36:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX
[2019-06-02 02:41:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 02:41:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online
[2019-06-02 02:46:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 02:46:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02
[2019-06-02 02:51:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 02:51:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts
[2019-06-02 02:56:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 02:56:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:01:25 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:01:25 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> PWD
[2019-06-02 03:06:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:06:26 +0100] warn [cpbackup_transporter] Path creation failed: [Net::FTP] Timeout at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0xe1caf8), "Path creation failed: [Net::FTP] Timeout") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 856
Cpanel::Backup::Queue::transport_backup::_validate_path(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::Transport::Files::FTP=HASH(0x1ceab68), "disk2/XXXXXX/Online/2019-06-02/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 806
Cpanel::Backup::Queue::transport_backup::validate_path(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::Transport::Files::FTP=HASH(0x1ceab68), "disk2/XXXXXX/Online/2019-06-02/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 314
Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::TaskQueue::Task=HASH(0x1ca2ac0), Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 619
eval {...} called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 622
Cpanel::TaskQueue::__ANON__() called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
eval {...} called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
Cpanel::StateFile::Guard::call_unlocked(Cpanel::StateFile::Guard=HASH(0x1c920a8), CODE(0x1c914f0)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 627
Cpanel::TaskQueue::process_next_task(Cpanel::TaskQueue=HASH(0x1c91f88)) called at /usr/local/cpanel/bin/cpbackup_transporter line 168
eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 166
[2019-06-02 03:06:26 +0100] info [cpbackup_transporter] Validating destination path disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:06:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> PASV
[2019-06-02 03:11:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 149.
[2019-06-02 03:11:26 +0100] info [cpbackup_transporter] Making Path disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:11:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:16:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:16:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2
[2019-06-02 03:21:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:21:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX
[2019-06-02 03:26:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:26:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online
[2019-06-02 03:31:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:31:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02
[2019-06-02 03:36:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:36:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts
[2019-06-02 03:41:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:41:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:46:26 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:46:26 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> PWD
[2019-06-02 03:51:27 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 03:51:27 +0100] warn [cpbackup_transporter] Path creation failed: [Net::FTP] Timeout at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0xe1caf8), "Path creation failed: [Net::FTP] Timeout") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 856
Cpanel::Backup::Queue::transport_backup::_validate_path(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::Transport::Files::FTP=HASH(0x1ceab68), "disk2/XXXXXX/Online/2019-06-02/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 806
Cpanel::Backup::Queue::transport_backup::validate_path(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::Transport::Files::FTP=HASH(0x1ceab68), "disk2/XXXXXX/Online/2019-06-02/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 314
Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::TaskQueue::Task=HASH(0x1ca2ac0), Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 619
eval {...} called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 622
Cpanel::TaskQueue::__ANON__() called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
eval {...} called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
Cpanel::StateFile::Guard::call_unlocked(Cpanel::StateFile::Guard=HASH(0x1c920a8), CODE(0x1c914f0)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 627
Cpanel::TaskQueue::process_next_task(Cpanel::TaskQueue=HASH(0x1c91f88)) called at /usr/local/cpanel/bin/cpbackup_transporter line 168
eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 166
[2019-06-02 03:51:27 +0100] info [cpbackup_transporter] Validating destination path disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:51:27 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> PASV
[2019-06-02 03:56:27 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 149.
[2019-06-02 03:56:27 +0100] info [cpbackup_transporter] Making Path disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 03:56:27 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02/accounts/
[2019-06-02 04:01:27 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 04:01:27 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2
[2019-06-02 04:06:27 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 04:06:27 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX
[2019-06-02 04:11:27 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 04:11:27 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online
[2019-06-02 04:16:27 +0100] info [cpbackup_transporter] Net::FTP: Net::Cmd::getline(): timeout at /usr/local/cpanel/Cpanel/Transport/Files/FTP.pm line 171.
[2019-06-02 04:16:27 +0100] info [cpbackup_transporter] Net::FTP=GLOB(0x1caec10) >>> MKD disk2/XXXXXX/Online/2019-06-02
[2019-06-02 04:20:20 +0100] warn [cpbackup_transporter] Path creation failed: time out reached
at /usr/local/cpanel/Cpanel/LoggerAdapter.pm line 27.
Cpanel::LoggerAdapter::warn(Cpanel::LoggerAdapter=HASH(0xe1caf8), "Path creation failed: time out reached\x{a}") called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 856
Cpanel::Backup::Queue::transport_backup::_validate_path(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::Transport::Files::FTP=HASH(0x1ceab68), "disk2/XXXXXX/Online/2019-06-02/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 806
Cpanel::Backup::Queue::transport_backup::validate_path(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::Transport::Files::FTP=HASH(0x1ceab68), "disk2/XXXXXX/Online/2019-06-02/accounts/arthouse.tar.gz", Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/Backup/Queue.pm line 314
Cpanel::Backup::Queue::transport_backup::process_task(Cpanel::Backup::Queue::transport_backup=HASH(0xc11738), Cpanel::TaskQueue::Task=HASH(0x1ca2ac0), Cpanel::LoggerAdapter=HASH(0xe1caf8)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 619
eval {...} called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 622
Cpanel::TaskQueue::__ANON__() called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
eval {...} called at /usr/local/cpanel/Cpanel/StateFile.pm line 240
Cpanel::StateFile::Guard::call_unlocked(Cpanel::StateFile::Guard=HASH(0x1c920a8), CODE(0x1c914f0)) called at /usr/local/cpanel/Cpanel/TaskQueue.pm line 627
Cpanel::TaskQueue::process_next_task(Cpanel::TaskQueue=HASH(0x1c91f88)) called at /usr/local/cpanel/bin/cpbackup_transporter line 168
eval {...} called at /usr/local/cpanel/bin/cpbackup_transporter line 166

###############

i can see a lot of timeouts on here also but also a lot of new lines which did not appear before.
 

cPanelLauren

Forums Analyst II
Staff member
Nov 14, 2017
9,032
763
263
Houston
cPanel Access Level
DataCenter Provider
Hi @Mark Coates

You might check the FTP Server configuration on the NAS but if that doesn't prove fruitful can you please open a ticket using the link in my signature? Once open please reply with the Ticket ID here so that we can update this thread with the resolution once the ticket is resolved.


Thanks!
 

cPanelLauren

Forums Analyst II
Staff member
Nov 14, 2017
9,032
763
263
Houston
cPanel Access Level
DataCenter Provider
They'll want to use the credentials you're using when creating the backup, I believe in most cases they're able to obtain this information but you're more than welcome to make it easier by sharing it in the "Server Notes" section of the ticket.

I'm also following that ticket and I'll provide an update here as soon as more information is available.


Thanks!