Backup manager fails

[WillyN]

Hi,

Ever since I upgraded to 11.5.x Plesk backup manager fails to create backups, no matter if it is a complete or just a server backup.

After running I get an error message stating "Unable to create dump".

Tell me, where do we start?

Thank you, greetings.

 

[IgorG]

Have you tried to troubleshoot it somehow? Reading backup logs? "Unable to create dump" is very common error and we need more details. We have corresponding KB articles regarding backup logs and backup/migration troubleshooting. Have you read them?

 

[WillyN]

I did quite some reading on this subject over the past couple of months.

I did not find anything useful, which does not mean nothing useful exists. It probably does but I could not find it.

I read my backup log and figured maybe the error was due to one of my domain names containing an ñ. I deleted that domain and tried a new backup. Same result.

I have a backup.log, can I send this somewhere so that it can be looked at by someone who understands what he sees?

I just noticed that I can not start my SMB service, if I try to start it I get this error:

Failed to start the "smb" service.
Cannot start/stop/restart service: Starting SMB services: smbd: error while loading shared libraries: libtalloc.so.2: cannot open shared object file: No such file or directory
[FAILED]

Don't know if this might be related.

Thanks!

 

[WillyN]

Are you able to determine what might be causing to dump error from checking this part of my backup.log?

I am seeing something about a sysuser name="escue...' but don´t know where to go from there.

[9571]: 18:59:32 DEBUG Unable to create dump: 
not well-formed (invalid token) at line 14, column 101, byte 1740 at /usr/lib64/perl5/XML/Parser.pm line 187
 at /usr/lib64/perl5/XML/Parser/Expat.pm line 478
	XML::Parser::Expat::parse('XML::Parser::Expat=HASH(0x1ad0ab48)', '<?xml version="1.0"?>\x{a}<subscription-info><sysuser name="escue...') called at /usr/lib64/perl5/XML/Parser.pm line 187
	eval {...} called at /usr/lib64/perl5/XML/Parser.pm line 186
	XML::Parser::parse('XML::Parser=HASH(0x1ad06bb8)', '<?xml version="1.0"?>\x{a}<subscription-info><sysuser name="escue...') called at /usr/share/perl5/XML/Simple.pm line 414
	XML::Simple::build_tree_xml_parser('XML::Simple=HASH(0x1ac4e9a0)', undef, 'SCALAR(0x1ad0ae78)') called at /usr/share/perl5/XML/Simple.pm line 353
	XML::Simple::build_tree('XML::Simple=HASH(0x1ac4e9a0)', undef, 'SCALAR(0x1ad0ae78)') called at /usr/share/perl5/XML/Simple.pm line 308
	XML::Simple::build_simple_tree('XML::Simple=HASH(0x1ac4e9a0)', undef, 'SCALAR(0x1ad0ae78)') called at /usr/share/perl5/XML/Simple.pm line 270
	XML::Simple::parse_string('XML::Simple=HASH(0x1ac4e9a0)', 'SCALAR(0x1ad0ae78)', 'KeyAttr', 'ARRAY(0x1ac5e360)') called at /usr/share/perl5/XML/Simple.pm line 171
	XML::Simple::XMLin('XML::Simple=HASH(0x1ac4e9a0)', '<?xml version="1.0"?>\x{a}<subscription-info><sysuser name="escue...', 'KeyAttr', 'ARRAY(0x1ac5e360)') called at /usr/local/psa/PMM/agents/PleskX/PleskX.pm line 2179
	PleskX::makeDomainNode('PleskX=HASH(0x1a8047a8)', 'escuelcaninmay.com', 0) called at /usr/local/psa/PMM/agents/PleskX/PleskX.pm line 848
	PleskX::createFullDump('PleskX=HASH(0x1a8047a8)') called at /usr/local/psa/PMM/agents/PleskX/PleskX.pm line 596
	PleskX::dump('PleskX=HASH(0x1a8047a8)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 666
	main::__ANON__() called at /usr/local/psa/PMM/agents/shared/Error.pm line 406
	eval {...} called at /usr/local/psa/PMM/agents/shared/Error.pm line 398
	Error::subs::try('CODE(0x1ab9fdc8)', 'HASH(0x1ab9fb88)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 680
	main::perform('verbose', 4, 'owner-type', 'server', 'split-size', undef, 'session-path', '/usr/local/psa/PMM/sessions/2013-10-27-192548.514', 'description', ...) called at /usr/local/psa/admin/bin/plesk_agent_manager line 1311
	main::__ANON__() called at /usr/local/psa/PMM/agents/shared/Error.pm line 406
	eval {...} called at /usr/local/psa/PMM/agents/shared/Error.pm line 398
	Error::subs::try('CODE(0x1a7f2fc8)', 'HASH(0x1a7fd750)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 1319
	main::main() called at /usr/local/psa/admin/bin/plesk_agent_manager line 1323
 at /usr/lib64/perl5/XML/Parser.pm line 192
	XML::Parser::parse('XML::Parser=HASH(0x1ad06bb8)', '<?xml version="1.0"?>\x{a}<subscription-info><sysuser name="escue...') called at /usr/share/perl5/XML/Simple.pm line 414
	XML::Simple::build_tree_xml_parser('XML::Simple=HASH(0x1ac4e9a0)', undef, 'SCALAR(0x1ad0ae78)') called at /usr/share/perl5/XML/Simple.pm line 353
	XML::Simple::build_tree('XML::Simple=HASH(0x1ac4e9a0)', undef, 'SCALAR(0x1ad0ae78)') called at /usr/share/perl5/XML/Simple.pm line 308
	XML::Simple::build_simple_tree('XML::Simple=HASH(0x1ac4e9a0)', undef, 'SCALAR(0x1ad0ae78)') called at /usr/share/perl5/XML/Simple.pm line 270
	XML::Simple::parse_string('XML::Simple=HASH(0x1ac4e9a0)', 'SCALAR(0x1ad0ae78)', 'KeyAttr', 'ARRAY(0x1ac5e360)') called at /usr/share/perl5/XML/Simple.pm line 171
	XML::Simple::XMLin('XML::Simple=HASH(0x1ac4e9a0)', '<?xml version="1.0"?>\x{a}<subscription-info><sysuser name="escue...', 'KeyAttr', 'ARRAY(0x1ac5e360)') called at /usr/local/psa/PMM/agents/PleskX/PleskX.pm line 2179
	PleskX::makeDomainNode('PleskX=HASH(0x1a8047a8)', 'escuelcaninmay.com', 0) called at /usr/local/psa/PMM/agents/PleskX/PleskX.pm line 848
	PleskX::createFullDump('PleskX=HASH(0x1a8047a8)') called at /usr/local/psa/PMM/agents/PleskX/PleskX.pm line 596
	PleskX::dump('PleskX=HASH(0x1a8047a8)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 666
	main::__ANON__() called at /usr/local/psa/PMM/agents/shared/Error.pm line 406
	eval {...} called at /usr/local/psa/PMM/agents/shared/Error.pm line 398
	Error::subs::try('CODE(0x1ab9fdc8)', 'HASH(0x1ab9fb88)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 680
	main::perform('verbose', 4, 'owner-type', 'server', 'split-size', undef, 'session-path', '/usr/local/psa/PMM/sessions/2013-10-27-192548.514', 'description', ...) called at /usr/local/psa/admin/bin/plesk_agent_manager line 1311
	main::__ANON__() called at /usr/local/psa/PMM/agents/shared/Error.pm line 406
	eval {...} called at /usr/local/psa/PMM/agents/shared/Error.pm line 398
	Error::subs::try('CODE(0x1a7f2fc8)', 'HASH(0x1a7fd750)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 1319
	main::main() called at /usr/local/psa/admin/bin/plesk_agent_manager line 1323.

[9571]: 18:59:32 ERROR b7d00e6f-86a7-4ed0-862b-748848b35323 Unable to create dump: 
 at /usr/local/psa/PMM/agents/shared/Logging.pm line 100
	Logging::error('Unable to create dump', 'fatal') called at /usr/local/psa/admin/bin/plesk_agent_manager line 678
	main::__ANON__('Error::Simple=HASH(0x1ac9d090)', 'SCALAR(0x19c52ac0)') called at /usr/local/psa/PMM/agents/shared/Error.pm line 330
	eval {...} called at /usr/local/psa/PMM/agents/shared/Error.pm line 321
	Error::subs::run_clauses('HASH(0x1ab9fb88)', '\x{a}not well-formed (invalid token) at line 14, column 101, byte...', undef, 'ARRAY(0x1ab9f990)') called at /usr/local/psa/PMM/agents/shared/Error.pm line 417
	Error::subs::try('CODE(0x1ab9fdc8)', 'HASH(0x1ab9fb88)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 680
	main::perform('verbose', 4, 'owner-type', 'server', 'split-size', undef, 'session-path', '/usr/local/psa/PMM/sessions/2013-10-27-192548.514', 'description', ...) called at /usr/local/psa/admin/bin/plesk_agent_manager line 1311
	main::__ANON__() called at /usr/local/psa/PMM/agents/shared/Error.pm line 406
	eval {...} called at /usr/local/psa/PMM/agents/shared/Error.pm line 398
	Error::subs::try('CODE(0x1a7f2fc8)', 'HASH(0x1a7fd750)') called at /usr/local/psa/admin/bin/plesk_agent_manager line 1319
	main::main() called at /usr/local/psa/admin/bin/plesk_agent_manager line 1323

Thanks and greetings.

 

[IgorG]

I can assume only that somewhere for subscription escuelcaninmay.com may be non UTF-8 symbol in names, passwords or something else. Try to check this domain and corresponding users, mailboxes, passwords.
Contact Support Team if you can't find a reason by yourself. Experienced supporters will check and fix this issue directly on your server.

 

[WillyN]

Thanks for the suggestion.

I could not find any non utf symbols in user names, passwords and the like for that domain.
Also, until I updated from 10.x to 11.x backups where running fine, the problem started with the update.

What surprises me is that it does not matter whether I choose to do a backup of the Server configuration only or of the Server configuration and content. The backup.log shows the same error message. I find this strange, what do domain settings have to do with server config?

I understand that with my license specs I will have to contract support at $75.
Are there any cheaper suggestions?

 

[WillyN]

Apparently a pretty similar error commented in this recent thread.

It surprises me that non-utf characters in a username or password can crash a backup manager. If this were true I'd call that a bug, and quite an important one.

I can make individual backups of other domains on my server, there's only one domain that keeps throwing the same error as posted above. I have not found any non utf characters in usernames or passwords, but there must be some character somewhere that breaks the backup manager.

 

[WillyN]

Microupdate #25 fixed the problem, after this update my backup manager is back to normal.