Troubleshooting

Common problems and solutions for EcomSec Backup Professional.

Backup Issues

"mysqldump not found"

Problem: The mysqldump command is not available on your system.

Solution:

Debian/Ubuntu:

sudo apt-get update
sudo apt-get install mysql-client

CentOS/RHEL:

sudo yum install mysql

Shared Hosting: Contact your hosting provider.

Verify installation:

which mysqldump
# Should output: /usr/bin/mysqldump

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"Permission denied" when creating backup

Problem: Backup directory is not writable.

Solution:

# Set correct permissions
sudo chmod 700 /var/backups
sudo chown www-data:www-data /var/backups

# Verify
ls -la /var/backups
# Should show: drwx------ www-data www-data

Alternative: Change backup path in plugin configuration to a writable directory.

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Backup fails with "Disk quota exceeded"

Problem: Not enough disk space.

Solution:

1. Check available space:

df -h

2. Free up space:

   • Delete old backups manually
   • Reduce retention policy
   • Use external storage (S3, FTP)

3. Calculate required space:

   • Minimum: 2x (Database + Media files)
   • Recommended: 3-5x for multiple backup versions

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Backup stuck at "Running" status

Problem: Backup process hung or crashed.

Solution:

1. Check logs:

tail -f var/log/dev.log

2. Check process:

ps aux | grep mysqldump
ps aux | grep tar

3. Kill stuck process:

# Find process ID
ps aux | grep mysqldump
# Kill it
sudo kill -9 <PID>

4. Restart message queue consumer:

bin/console messenger:consume async --time-limit=3600

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"exec() has been disabled for security reasons"

Problem: PHP function exec is disabled in php.ini.

Solution:

VPS/Dedicated:

1. Edit php.ini:

sudo nano /etc/php/8.0/fpm/php.ini

2. Find disable_functions and remove exec:

; Before:
disable_functions = exec,shell_exec,system

; After:
disable_functions = system

3. Restart PHP-FPM:

sudo systemctl restart php8.0-fpm

Shared Hosting: Contact your hosting provider to enable exec.

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Restore Issues

Restore fails with "Backup file not found"

Problem: Backup file was deleted or moved.

Solution:

1. Check if file exists:

ls -la /var/backups

2. Check file permissions:

ls -la /var/backups/backup_*.tar.gz

3. If file was moved: Update the file path in the database or move it back.

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Restore fails with "Invalid encryption key"

Problem: Wrong encryption key or corrupted backup.

Solution:

1. Verify encryption key in plugin configuration
2. Try with original key if you changed it
3. Check backup integrity:

# For tar.gz
tar -tzf backup.tar.gz > /dev/null
echo $?  # Should output: 0

# For sql.gz
zcat backup.sql.gz | head -10

4. If backup is corrupted: Use a different backup

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Database restore fails with "Access denied"

Problem: Database credentials incorrect or user lacks permissions.

Solution:

1. Check .env file:

cat .env | grep DATABASE

2. Verify credentials:

mysql -u username -p -h localhost

3. Grant permissions:

GRANT ALL PRIVILEGES ON database_name.* TO 'username'@'localhost';
FLUSH PRIVILEGES;

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Shop shows errors after restore

Problem: Cache not cleared or file permissions wrong.

Solution:

1. Clear cache:

bin/console cache:clear
rm -rf var/cache/*

2. Fix file permissions:

chmod -R 755 .
chmod -R 775 var/ public/media/ public/thumbnail/ files/
chown -R www-data:www-data .

3. Rebuild theme:

bin/console theme:compile

4. Regenerate thumbnails:

bin/console media:generate-thumbnails

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Performance Issues

Backup takes very long (> 1 hour)

Problem: Large database or many files.

Solution:

1. Use Database-only backups more frequently (faster)
2. Use Files-only backups less frequently
3. Optimize database:

bin/console database:optimize

4. Increase PHP limits:

; php.ini
max_execution_time = 7200
memory_limit = 512M

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Message queue consumer crashes

Problem: Memory limit or timeout.

Solution:

1. Increase memory limit:

bin/console messenger:consume async --memory-limit=512M --time-limit=3600

2. Run as systemd service:

# /etc/systemd/system/shopware-messenger.service
[Unit]
Description=Shopware Messenger Consumer

[Service]
Type=simple
User=www-data
Restart=always
RestartSec=10
ExecStart=/usr/bin/php /var/www/html/bin/console messenger:consume async --time-limit=3600

[Install]
WantedBy=multi-user.target

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Encryption Issues

Cannot decrypt backup

Problem: Lost encryption key or wrong key.

Solution:

If you have the key:

1. Verify key in plugin configuration
2. Try manual decryption:

# Plugin uses OpenSSL AES-256-CBC
openssl enc -d -aes-256-cbc -in backup.tar.gz.encrypted -out backup.tar.gz -k YOUR_KEY

If you lost the key:

• Encrypted backups cannot be recovered
• Use an older unencrypted backup
• Prevention: Always store encryption key securely!

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Audit Log Issues

Audit log entries missing

Problem: Database issue or plugin not properly installed.

Solution:

1. Check if table exists:

bin/console dbal:run-sql "SHOW TABLES LIKE 'ecomsec_backup_audit_log'"

2. Reinstall plugin:

bin/console plugin:uninstall EcomSecBackupProfessional
bin/console plugin:install EcomSecBackupProfessional
bin/console plugin:activate EcomSecBackupProfessional

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Getting Help

If your issue is not listed here:

1. Check logs:

   • var/log/dev.log
   • var/log/prod.log
   • Audit Log in plugin

2. Search GitHub Issues:

   • github.com/dimitri-reimchen/ecomsec_backup/issues

3. Create new issue:

   • Include error messages
   • Include relevant logs
   • Describe steps to reproduce

4. Contact support:

   • Email: support@reimchen.de

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Useful Commands

Check system requirements

# Check PHP version
php -v

# Check mysqldump
which mysqldump
mysqldump --version

# Check tar/gzip
which tar
which gzip

# Check disk space
df -h

# Check PHP functions
php -r "echo (function_exists('exec') ? 'exec: enabled' : 'exec: disabled') . PHP_EOL;"

Debug backup

# Watch logs in real-time
tail -f var/log/dev.log

# Check message queue
bin/console messenger:stats

# Consume messages manually
bin/console messenger:consume async -vv

Manual backup (emergency)

# Database
mysqldump -u user -p database > backup.sql
gzip backup.sql

# Files
tar -czf backup_files.tar.gz \
  --exclude='var/cache' \
  --exclude='var/log' \
  config custom files public/media public/theme

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See Also

• FAQ
• Installation Guide
• GitHub Issues