Solved Backup restore issues

[upts1]

Hi there,

the following has occurred:

- Updated 3CX instance on 3CX hosting
- Backup taken (including license information)
- Hosting Expires
- Create another instance (different license key)
- Try to restore backup to new instance
> from within 3cx > always says "Backup file either not found or invalid"
> from 3cx customer portal > restore fails, or does nothing (the instance "restores", but none of the configuration info is in there).

I've tried all sorts of edits to the config xml file in the backup
- removing license information (because that's all that seems to be different when you take a backup "without license key etc")
- swapping license information with the new instance
- only having license information, not the certificate information
- etc etc

Nothing seems to work.

Any ideas how to get this working please?

Thank you.

 

[TheodorosG_3CX]

When the backup includes a license key and FQDN from another installations it cannot be restored to a new installation with a different license key. Are you trying to re-install the 3CX Hosted or you have moved to an on-premise installation?

 

[upts1]

Thanks for your response.

I'm trying to reinstall onto 3CX hosted.

 

[TheodorosG_3CX]

Just to clarify, you have created a new 3CX Hosted with a different key and trying to restore a backup from a previous installation that also include a different license and FQDN?

 

[upts1]

That's mostly correct.

The FQDN is the same.

So its:
Old 3CX hosted (backup + license + FQDN) > new 3CX hosted (different license, same FQDN)

 

[TheodorosG_3CX]

The FQDN is the same but there is difference with the license in the backup. In this case the error that you see is expected since the information do not match.
In this case please create a ticket to the Technical Support to proceed from there.

 

[upts1]

Ok thank you, appreciate the quick responses, I will do that now.

Thank you.

 

[TheodorosG_3CX]

We will proceed from there, thank you.

 

[TheodorosG_3CX]

As you have also confirmed in the ticket, this now has been resolved.