[resolved] How to help my provider debug a Duplicator "Internal error" (6 posts)

  1. dgmdata
    Posted 2 years ago #


    I've uses Duplicator for the last few months, always on the same web shared hosting provider (which I think is pretty good).

    For the last week, I'm having 2 kinds of problems.

    1- Some 300 seconds timeout while making a 100 MB wordpress backup set (which makes a 30 MB ZIP file).
    2- Restoring a backup always get me an "internal error 500' (even the backups I made weeks ago and were working then) NOTE: If I put the backup files on my server (unzip), the manual procedure works fine.

    I told my provider that something must have changed in the last few days. He says he only sees timeouts in the logs.

    Is there anything else I can tell him to help debugging ?

    I love this plugin and use it often. And changing provider (which is perfect for everything else) is not really an option now.

    Can there have been a recent php/Apache/Cpanel/... update that would cause this kind of problem ?

    What can I tell my provider to help ?



  2. Cory Lamle
    Plugin Author

    Posted 2 years ago #

    Hey dgmdata,

    Here is a helpful section on the FAQs page:
    -> Browse To: http://lifeinthegrid.com/duplicator-faq/
    -> Find Section: "3. Troubleshoot"
    -> See Area/Question: "I got an "Internal Server 500" message what should I do? and the section Timeout"

    You might have the server admin checkout the Duplicator logs as well...

    Hope that helps!

  3. dgmdata
    Posted 2 years ago #


    We have read the FAQ section:
    1.Everthing is OK (Green) for server testing
    2.We don't have access to the server logs (shared host) but the provider send us error he saw (only timeouts)
    3.As said, we have contacted the provider with all the information that we had (duplicator logs as well).

    This is where I need your help.

    I don't know what to do for the provider to help him. Or can I debug the script (to see where it block) on my shared hosting ?

    Best regards

  4. Cory Lamle
    Plugin Author

    Posted 2 years ago #

    Hey dgmdata,

    You can submit a support ticket and I'll take a look at it when I get some time. I am pretty booked right now so it may take some time...

  5. dgmdata
    Posted 2 years ago #


    Where can I submit a support ticket (beside of here ?)

    Buy the way, this the best workaround I found :

    1- I'll FTP the installer.php + ZIP package and I launch like usual
    2- After I get the internal error, I click "BACK" on my browser
    3- I launch the process again but I choose 'manually' (in the advanced options)
    4- I can now process to the second screen an complete the process

    Hope this can help other people.


  6. Cory Lamle
    Plugin Author

    Posted 2 years ago #

    For a support ticket click on the support link in the plugin and it has a link to a help ticket system...

    Also if you want to go with the Manual Extraction method you should do the extraction on your server first and then start with step one. If you get an internal error during step 1 then the process may not complete successfully leaving you with missing files. It may work in some cases, however for a more solid approach I would follow these steps:

    1 - FTP the installer.php + ZIP package and launch like usual
    2 - Login to your cpanel or web server hosting interface and manually extract the zip file
    3 - Browse to the installer, check the 'Manual Extraction' check box on step 1 and run through the installer...

    Hope that helps!

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