Support

Site Restoration

#42551 restore failed

Posted in ‘Site restoration’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

PHP version
8.4
CMS Type
Joomla!
CMS Version
6.01
Backup Tool Version
10.2.1
Kickstart version
n/a

Latest post by chrishall57 on Tuesday, 16 December 2025 11:40 CST

Tuesday, 16 December 2025 03:19 CST

chrishall57

Hi, just backed up the site and then needed to restore the backup. Did this from within the Akeeba Control Panel - Manage Backups.

----------------------------------

Downloaded file as it's stored on OneDrive, selected Restore and after the next page it gave an error.

The extraction has failed

Extraction of the backup archive has failed.
The last error message was:

AJAX Loading Error
HTTP Status: 500 ()
Internal status: error
XHR ReadyState: 4
Raw server response:

Error 500 - Internal Server Error

An error was encountered while processing your request. Typically this is a temporary condition. Please contact the web site owner for further assistance.

---------------------------------

Any idea on how to solve this?

Thanks

Tuesday, 16 December 2025 03:52 CST

nicholas

Check your server error log. It should give more information about the 500 Internal Server Error. If it's something coming from PHP there will be a PHP error message and quite possibly a backtrace. If you give me that information I can tell you what happened and what to do.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 16 December 2025 04:23 CST

chrishall57

Hi, for some reason there's very little content in the apache log, just this:

[2025-12-10 11:50:18]: uid: (12426/siteredacted) gid: (12340/siteredacted) cmd: redirect.cgi
[2025-12-09 05:45:04]: uid: (12426/siteredacted) gid: (12340/siteredacted) cmd: redirect.cgi

Neither entries are from today when the error occurred.

Thanks.

Tuesday, 16 December 2025 04:39 CST

nicholas

Can you please ask your host? Maybe you only get access to a briefer, more conservative log, but they should have access to the full log.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 16 December 2025 04:45 CST

chrishall57

Yes, I will do that, thanks.

Tuesday, 16 December 2025 05:56 CST

chrishall57

Hi, shared server so no access to logs. Had to run the Restore process and the admins copied the logs for me. These are the logs generated when the process ran.

[Tue Dec 16 06:30:56.025942 2025] [:error] [pid 1865700:tid 1865706] [remote 80.46.119.212:633xx.xx.xxx.xxx:xxxxx16] SoftException in Application.cpp:659: Directory "/home/siteredacted/public_html/administrator/components" is writeable by others, referer: https://www.siteredacted.co.uk/administrator/index.php?option=com_akeebabackup&task=Restore.start
[Tue Dec 16 06:30:56.025995 2025] [core:error] [pid 1865700:tid 1865706] [remote xx.xx.xxx.xxx:xxxxx] End of script output before headers: restore.php, referer: https://www.siteredacted.co.uk/administrator/index.php?option=com_akeebabackup&task=Restore.start

I've removed the site name and replaced with siteredacted and also removed the ip addresses.

Thanks

Tuesday, 16 December 2025 07:58 CST

nicholas

It would appear that your host is preventing you from running restore.php (the PHP script which extracts the backup archive) because the directory administrator/components has too wide permissions (I suppose 0777, or 0775). You should ask them to help you change the ownership and permissions to something their server won't block and will allow restore.php to write over the files in this directory. It's also quite cheeky of them to copy the log files which clearly show it's a hosting matter back to you without explaining what the log says, or offering to help you. Then again, seeing who your host is, I am not surprised one bit. My guess is that they are scored by the number of closed tickets, not whether they actually helped the client or not. 

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Tuesday, 16 December 2025 11:40 CST

chrishall57

Thanks for your help on this, I will get back to them and see what they can do.

I think this is the first time I've tried to do a restore, almost always use Kickstart as most of my errors end up being fatal and kickstart is so quick and easy.

Thanks again!

Support Information

Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!