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Site Restoration

#43192 getting error when trying to connect to database using kickstart

Posted in ‘Site restoration’
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Environment Information

PHP version
8.2.32
CMS Type
Joomla!
CMS Version
5.4.7
Backup Tool Version
10.3.6
Kickstart version
8.0.6

Latest post by ttaylor51461@Ke on Friday, 24 July 2026 11:18 CDT

Thursday, 23 July 2026 14:11 CDT

ttaylor51461@Ke
I am trying to reinstall a backup from a live site to a development site to test the integrity if the backup. When entering the database info, I am getting an error:Wrong database name or no access to the database.
I have checked the database credentials and they are correct. I have other accounts/sites on Siteground and I just experienced the same issue in another account. I have restarted my browser and cleared my browser cache.
I checked with Siteground and they checked the databases and the user and can confirm that the user is added to both with full privileges so it won't be that.
This is the debug info provided:
/home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/AbstractRestore.php:973
Cannot connect to the database: one or more of the database host name, user name and password you have provided is incorrect.

/home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/Restore/AbstractMySQLRestore.php:91

#0 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/Restore/AbstractMySQLRestore.php(57): Akeeba\BRS\Framework\Database\Restore\AbstractMySQLRestore->getDatabase()
#1 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/Factory.php(96): Akeeba\BRS\Framework\Database\Restore\AbstractMySQLRestore->__construct(Object(Akeeba\BRS\Framework\Container\Container), 'site', Array)
#2 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Controller/Dbrestore.php(67): Akeeba\BRS\Framework\Database\Factory->restore('site', Array)
#3 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Mvc/Controller.php(188): Akeeba\BRS\Controller\Dbrestore->start()
#4 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Dispatcher/Dispatcher.php(61): Akeeba\BRS\Framework\Mvc\Controller->execute('start')
#5 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Application/AbstractApplication.php(82): Akeeba\BRS\Framework\Dispatcher\Dispatcher->dispatch()
#6 /home/customer/www/dev4jt4a3.com/public_html/installation/index.php(103): Akeeba\BRS\Framework\Application\AbstractApplication->dispatch()
#7 {main}
#0 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/Restore/AbstractMySQLRestore.php(82): Akeeba\BRS\Framework\Database\AbstractRestore->getDatabase(false)
#1 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/Restore/AbstractMySQLRestore.php(57): Akeeba\BRS\Framework\Database\Restore\AbstractMySQLRestore->getDatabase()
#2 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Database/Factory.php(96): Akeeba\BRS\Framework\Database\Restore\AbstractMySQLRestore->__construct(Object(Akeeba\BRS\Framework\Container\Container), 'site', Array)
#3 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Controller/Dbrestore.php(67): Akeeba\BRS\Framework\Database\Factory->restore('site', Array)
#4 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Mvc/Controller.php(188): Akeeba\BRS\Controller\Dbrestore->start()
#5 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Dispatcher/Dispatcher.php(61): Akeeba\BRS\Framework\Mvc\Controller->execute('start')
#6 /home/customer/www/dev4jt4a3.com/public_html/installation/src/Framework/Application/AbstractApplication.php(82): Akeeba\BRS\Framework\Dispatcher\Dispatcher->dispatch()
#7 /home/customer/www/dev4jt4a3.com/public_html/installation/index.php(103): Akeeba\BRS\Framework\Application\AbstractApplication->dispatch()
#8 {main}
Can you help?

Thursday, 23 July 2026 14:12 CDT

System Task
system
The ticket information has been edited by Toni Taylor (ttaylor51461@Ke).

Friday, 24 July 2026 00:18 CDT

nicholas

You are either typing it wrong, or someone in this story is lying.

Nicholas K. Dionysopoulos

Lead Developer and Director

šŸ‡¬šŸ‡·Greek: nativeĀ šŸ‡¬šŸ‡§English: excellentĀ šŸ‡«šŸ‡·French: basic ā€¢Ā šŸ•Ā My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 24 July 2026 00:40 CDT

nicholas

Let me be more clear, as on a second reading of your ticket I realize you probably didn't readĀ the relevant documentation page.

The error message youā€™re seeing indicates that PHP is unable to establish a connection with the database server using the credentials supplied. If the same connection details are used for a fresh Joomla installation, you would receive the same message, which tells us the problem lies with the connection information rather than a bug in the software. Please do that so you can see it with your own two eyes. Here's how.

  1. Confirm the database credentials

    • Hostname ā€“ the server address (e.g., localhost or an IP/URL provided by your host).
    • Database name ā€“ make sure the name is spelled exactly as it appears in your hosting control panel.
    • Username ā€“ the database user that has been granted access to the database.
    • Password ā€“ the password for that user.

  2. Test with a fresh Joomla install

    • Set up a brandā€‘new Joomla site on the same server, entering the same connection details.
    • If the new installation also reports a connection error, this confirms that the credentials or server settings need to be adjusted.

  3. Check user privileges with your host

    • Ask your hosting provider to verify that the specified database user has all necessary privileges (SELECT, INSERT, UPDATE, DELETE, CREATE, etc.) on theĀ exact database you are trying to use.
    • They will not be able to see your password, but they can confirm that the user exists and is linked to the correct database. If you want them to confirm your password you MUST explicitly give them your database password and ask them to verify it for you.

  4. Simplify the password (temporarily)

    • Some server configurations can silently drop special characters. As a quick test, try using a password that contains only letters (aā€‘z, Aā€‘Z), numbers (0ā€‘9) and underscores (_).
    • If the connection succeeds with this simpler password, youā€™ll know that a special character is causing the issue, and you can either adjust the password or ask your host about the serverā€™s character handling.

  5. Doubleā€‘check for typographical errors

    • Itā€™s easy to mistype a database name, or maybe your browser deciding to autoincorrect you. For example, my ā€œfoobarā€ database gets rewritten as ā€œfooterā€ as soon as I click away from the field in Safari in macOS and it drives me insane. Review each field carefully to ensure there are no extra spaces or misspellings.

As I've written in the documentation page I linked to, 100% of users with this problem fixed it on their end. On our end it's basically one or two lines of code, depending on whether it's MySQLi or PDO MySQL, and they're very straightforward ā€“ and, crucially, have not changed in over a decade. Moreover, if something was broken on our end it would affect every single backup made with this version. We'd have caught it in the unit and integration tests during development, the manual tests before release, or our everyday use of the software.

Nicholas K. Dionysopoulos

Lead Developer and Director

šŸ‡¬šŸ‡·Greek: nativeĀ šŸ‡¬šŸ‡§English: excellentĀ šŸ‡«šŸ‡·French: basic ā€¢Ā šŸ•Ā My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 24 July 2026 11:18 CDT

ttaylor51461@Ke
Thank you for your guidance. I needed to create a new database and user/password. I do not know why the existing one didn't work-- it has in the past.

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