ERROR - Server Backup Manager - download file

[bdistler]

with theme [ x10hosting Basic ] or [ cPanel-x3 ] - on server [ xo3 ]

at [ https://xo3.r1softlicenses.com/CP/ ]
select --> Recovery point
select --> Download

inside popup
select --> File Type
select --> Download Filename
click on --> [ Download ] and receive this error:

Unknown exception: java.lang.NullPointerException.

 

[bdistler]

bump

next day same error...

 

[bdistler]

bump
same error again today...

 

[Corey]

Is this for any file, or is it happening on something specific?

Does it happen on all recovery points?

 

[bdistler]

Is this for any file, or is it happening on something specific?

each day I have used the 'new' or current file on top of the list and random from the list- receive the same error

Does it happen on all recovery points?

just tried every file on the list - received the same error with each file

file ID#
179 189 190 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207

today the tests used cPanel-x3 only

 

[Corey]

I'm not able to reproduce this. What browser are you using? Can you try logging in cPanel via incognito or privacy mode to rule out any plugin conflicts?

 

[bdistler]

I'm not able to reproduce this. What browser are you using?

chromeOS

Chrome 41.0.2272.102

User-Agent:
Mozilla/5.0 (X11; CrOS x86_64 6680.78.0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/41.0.2272.102 Safari/537.36

Can you try logging in cPanel via incognito or privacy mode to rule out any plugin conflicts?

after I received...

You’ve gone incognito

Pages you view in incognito tabs won’t stick around in your browser’s history, cookie store, or search history after you’ve closed all of your incognito tabs. Any files you download or bookmarks you create will be kept. Learn more about incognito browsing

Going incognito doesn’t hide your browsing from your employer, your internet service provider, or the websites you visit.

I logged in to cPanel-x3
did random 'try' to download files - received the same error:

ZK
Unknown exception: java.lang.NullPointerException.

 

[Corey]

I'm still having trouble reproducing this, using a test account on this same server seems to work for me.

Can I reset your password so I can login your account and attempt to reproduce this as your user?

 

[bdistler]

Can I reset your password so I can login your account and attempt to reproduce this as your user?

YES

 

[Corey]

Thanks, I think I see the problem. I'll have to see if I can fix it once the current replication completes. As a work around you should be able to download files\folders individually from the interface.

 

[bdistler]

new error...
at --> [ https://xo3.r1softlicenses.com/logi...rue&cpID=1f5b60f0-6152-494e-8d8c-7c284b690067 ]

receive:

You are attempting to log into your cPanel backups from xo3.x10hosting.com.

If you think you are seeing these messages in error, please contact your Backup Manager administrator.
Authentication Failed

same error with theme [ x10hosting Basic ] or [ cPanel-x3 ]

 

[bdistler]

this bump is for the "Authentication Failed" error

 

[bdistler]

bump

before this "Maintenance" - I could 'see' the file list - to down load any one of them was the issue
after this "Maintenance" - I get hit with a "Authentication Failed" error

MAINTENANCES HISTORY
Scheduled maintenance
23 Apr 2015 12:00am EDT - 23 Apr 2015 12:15am EDT

We will be rebooting XO3 to apply some updates, mainly to the backup software. Expected downtime is 5 to 10 minutes. ----- Maintenance complete.

###

with the "Authentication Failed" error - this 'work-around' will no longer work - can not get into the 'interface'

As a work around you should be able to download files\folders individually from the interface.

 

[Corey]

I removed and re-did the cPanel integration. I think this will restrict access to some of the newer backups that were made and it's doing a full block scan which will take almost a whole day. After this it should be good to go again on this server, I don't think this will fix the original issue but we'll see.

 

[bdistler]

I don't think this will fix the original issue but we'll see.

I can now 'see' the list of files again
but I receive the original error for any file on the list...

Unknown exception: java.lang.NullPointerException.

 

[bdistler]

bump
still the same error today...

 

[bdistler]

bump
still the same error today...

I assume - after all this time - this will not be resolved