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SOLVED WHM backup and cpanel backup wizard missing files

Discussion in 'Data Protection' started by airaid, Nov 15, 2016.

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  1. airaid

    airaid Member

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    If I download a Home Directory backup using cpanel > backup it works as expected and I get the file directory structure included in public_html.

    However, if I use cpanel > backup wizard, the public_html folder is missing numerous folders and files. The same applies for my nightly automated backups managed through WHM.

    I have no custom cpbackup-exclude.conf files and the default /etc/cpbackup-exclude.conf has not been modified.

    Not all files in the public_html folders are owned by their respective account user but there doesn't appear to be any consistency between file ownership and files included in the backup.

    What could be causing this?

    Many thanks
     
  2. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello,

    Could you review the backup logs in the /usr/local/cpanel/logs/cpbackup/ directory and let us know if you see specific error messages for this account when the backup is generated?

    Thank you.
     
  3. airaid

    airaid Member

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    Thanks Michael. This actually applies to multiple accounts, quite possibly all. I have reviewed the logs and found no errors. There are three permission denied warnings but they don't relate to files that are missing from the backup. I could be missing something of course. I can forward you the log if it might help?
     
  4. cPanelMichael

    cPanelMichael Forums Analyst
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    Try manually packaging one of the affected accounts with a command such as:

    Code:
    /scripts/pkgacct $username
    Review the output as it appears and see if you notice anything that suggests the backup is partially failing. Feel free to open a support ticket using the link in my signature if you don't notice anything abnormal and we can take a closer look.

    Thank you.
     
  5. airaid

    airaid Member

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    Further investigations appear to show the problem is in reading the tarball. 7zip on Windows is showing an incomplete listing. Extracting using bash shows the full listing.

    Problem solved. Thanks for the help.
     
  6. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello,

    Could you verify which version of cPanel is installed on this system? This was previously addressed in cPanel version 11.48:

    Fixed case 111853: Home Directory Backups: don't mark files as sparse.

    Thank you.
     
  7. airaid

    airaid Member

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    WHM 60.0 (build 24)

    FYI, native archive tools on mac throw an error when trying to decompress.
    7zip properties report 'headers error' and a warning 'There are some data after the end of the payload data'. Don't know if related.
    Using windows git bash tar -xvzf file.tar.gz works fine.
     
  8. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello @airaid,

    The ability to extract a backup archive downloaded through cPanel with a desktop extraction utility should work, so it's likely this is either a bug, or an issue with the files uploaded to your account. I couldn't reproduce this issue by testing with sprase files, so it doesn't appear to be related to the case mentioned in my last response. Could you open a support ticket using the link in my signature so we can review the affected accounts and determine why it's not working properly? You can post the ticket number here and we will update this thread with the outcome.

    Thank you.
     
  9. tmurdock

    tmurdock Member

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    I am experiencing the same issue. When the .tar.gz is opened using 7zip, there are missing files in the home directory. However if I use the tar -xvzf command the files are accessible.
     
  10. cPanelMichael

    cPanelMichael Forums Analyst
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    Could you open a support ticket using the link in my signature so we can review the affected accounts, determine the eviroment you are experiencing the issue on, and determine why it's not working properly? You can post the ticket number here and we will update this thread with the outcome.

    Thank you.
     
  11. tmurdock

    tmurdock Member

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    The ticket # is 8071303.
     
  12. cPanelMichael

    cPanelMichael Forums Analyst
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    To update, the analysts determined this to relate to the extraction program itself as opposed to the cPanel software. The user was directed to the following URL:

    Unzipped files are invisible

    Thank you.
     
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