Scheduled backups not working but manual ones do

[ML_digital]

Hi,

On of our 3CX instances that we manage doesn't do scheduled backups to an SFTP location. However, a manual backup to the same SFTP location works fine and succeeds. We've tried the following to troubleshoot this issue:

1. Change the backup schedule to run at a different time but no luck.
   1. We've also made sure that the backup doesn't run at the time another backup runs to avoid conflicts.
2. Restart the 3CX instance.
3. Ensure that it is up to date.
   1. This instance is running the latest v20 update.
4. Recreate the SFTP user and keys.
5. Stop the scheduled backups and try recreating the schedule.

We want to keep the 3CX instance backing up to SFTP as this is an offsite location for all instances we manage.

It is also worth noting that this 3CX instance has voice recording being backed up to the SFTP server and that works fine as well.

Please advise on how we can resolve this as at the moment, we are currently doing manual backups for this 3CX instance and would like to get it resolved ASAP.

Regards,
ML_digital

 

[ivank]

Hi, please try to do as explained here:
https://www.3cx.com/community/threads/backup-failure-with-an-sshconnectionexception.130297/

If it doesn't help, please provide error information from 3cxSystemService.log

 

[ML_digital]

Hi Ivank,

Thanks for this. Before implementing this, can you please confirm why you recommend this fix when it doesn't seem like it is related to the issue we've been experiencing. The forum post you linked seems to suggest that any SFTP backup is failing whereas the issue we've been experiencing is that the manual backups to SFTP work absolutely fine but the scheduled ones don't.

We've also researched this and all the articles (including several previous 3CX forum posts for other SFTP issues that people have been having) we've came across recommend leaving the ALWAYS_USE_TMP_FILE_FOR_BACKUP parameter on 1 rather than setting to 0 when using remote storage.

Can you please confirm why you recommend disabling this as it seems like it goes against best practices?

Regards,
ML_digital

 

[ivank]

As you provided not enough details, it's impossible to advise something else. Checking with parameter will not take long, it's safe and can be reverted easily.

 

[ML_digital]

Hi Ivank,

Thanks for your help. We've made the change to ALWAYS_USE_TMP_FILE_FOR_BACKUP parameter and are testing it. We will report back and confirm.

As for the 3cxSystemService.log, can you please advise where to get that from as we are unable to find it and can't find any guides for getting the log file.

Regards,
ML_digital

 

[ivank]

Click Admin > Dashboard > Support Info and you'll get zip with all needed (also sensitive!) info inside.

 

[ML_digital]

Hi Ivank,

Apologies for the delay in responding. Thanks for that. I've now got the 3cxSystemService.log and have attached it.

We've also tried setting the ALWAYS_USE_TMP_FILE_FOR_BACKUP parameter to 0 but that hasn't helped and the scheduled backups to SFTP still aren't working.

It is also worth mentioning that we've got call recordings configured to go the same SFTP location and those work fine.

Regards,
ML_digital

Edited by a moderator: The log has been removed.

 

[ivank]

I've downloaded the file. You better remove it if you still can.

 

[ML_digital]

Just seen this.

Thanks. We'll await your response.

Regards,
ML_digital