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cPanel Plugin Broken since new cPanel v110

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cPanel are now pushing out version 110 and the latest Acronis cpanel plugin version 1.7.542 does not work!

Screenshot attached.  We also tried rebooting the server after a yum update to see if it helped but it did not.

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Hello Chris.

The issue may require a investigation. I've browsed internally and at the moment there aren't any known issues with the Cpanel.

Please collect the HAR logs while logging in the Cpanel account and the Cpanel logs too and contact our support: 

- Har logs: https://kb.acronis.com/content/58514

- Cpanel logs: https://kb.acronis.com/content/61940

Please check the KB about how to contact support: https://kb.acronis.com/content/8153

If you have any questions please me know.

HI

no need for my logs just login to any WHM and update to version 110 from 108 then try to load acronis and you'll too see the problem.

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Comments: 1727

Chris Danks wrote:

HI

no need for my logs just login to any WHM and update to version 110 from 108 then try to load acronis and you'll too see the problem.

Yes, I understand, but that issue should be investigated because at the moment we don't have any known issue being reproduced or similar tickets. So it's advisable to collect the HAR logs and raise a ticket so we can communicate the issue to R&D. If you have any issues while raising the ticket, please let me know so I can raise it myself.

We buy our licenses direct through cloudevo.com and after talking with them yesterday acronis are aware of the issue and a high priority fix is underway?
 

Yet you’re saying no one’s reported it???

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Chris Danks wrote:

We buy our licenses direct through cloudevo.com and after talking with them yesterday acronis are aware of the issue and a high priority fix is underway?
 

Yet you’re saying no one’s reported it???

 Hello Chris!

I searched again and actually there is 1 ticket for this issue, opened last day from your service provider. The issue is being investigated and they will be notified as soon as we have a solution.

Thanks in advance!

 

We're experiencing the same issue on multiple servers that have been upgraded to cPanel v110, and have opened a ticket with mspsupport, Case #05842527.

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George_Fusioned wrote:

We're experiencing the same issue on multiple servers that have been upgraded to cPanel v110, and have opened a ticket with mspsupport, Case #05842527.

Hi George.

I've updated the ticket.

You will receive an email from our support as soon as possible with the workaround for the issue.  Please confirm to me after if everything was resolved.

Thanks in advance!

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Chris Danks wrote:

The workaround worked for us 

Hello Chris, thanks for keeping me updated.

I am glad it worked for you.

Feel free to participate here anytime you need.

Thanks.

It looks like with v110, cPanel completely deletes the /usr/local/cpanel/base/frontend/paper_lantern folder, and because the Acronis plugin uses a symlink in the jupiter folder to the above path, the files are gone now.

As a workaround solution you can copy acronisbackup folder (https://access.acronis.com/t/LTNTp98wAGOu) from paper_lantern theme folder to jupiter.
Extract the contents of the src folder from the file above, into /usr/local/cpanel/base/frontend/jupiter/acronisbackup/. It should like like this:

# ls -la /usr/local/cpanel/base/frontend/jupiter/acronisbackup/
total 16
drwxr-xr-x  3 root root 4096 Apr 10 11:08 .
drwxr-xr-x 90 root root 4096 Apr 10 11:07 ..
drwxr-xr-x  4 root root 4096 Apr 10 11:08 assets
-rwxr-xr-x  1 root root  306 Apr 10 11:08 index.live.php

and then also create a proper symlink for the WHM plugin:

# cd /usr/local/cpanel/whostmgr/docroot/cgi/acronisbackup
# rm assets
# ln -s /usr/local/cpanel/base/frontend/jupiter/acronisbackup/assets assets

This should resolve the issue for now, until v1.8 is out which will fix this.

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 2
Comments: 1727

George_Fusioned wrote:

It looks like with v110, cPanel completely deletes the /usr/local/cpanel/base/frontend/paper_lantern folder, and because the Acronis plugin uses a symlink in the jupiter folder to the above path, the files are gone now.

As a workaround solution you can copy acronisbackup folder (https://access.acronis.com/t/LTNTp98wAGOu) from paper_lantern theme folder to jupiter.
Extract the contents of the src folder from the file above, into /usr/local/cpanel/base/frontend/jupiter/acronisbackup/. It should like like this:

# ls -la /usr/local/cpanel/base/frontend/jupiter/acronisbackup/
total 16
drwxr-xr-x  3 root root 4096 Apr 10 11:08 .
drwxr-xr-x 90 root root 4096 Apr 10 11:07 ..
drwxr-xr-x  4 root root 4096 Apr 10 11:08 assets
-rwxr-xr-x  1 root root  306 Apr 10 11:08 index.live.php

and then also create a proper symlink for the WHM plugin:

# cd /usr/local/cpanel/whostmgr/docroot/cgi/acronisbackup
# rm assets
# ln -s /usr/local/cpanel/base/frontend/jupiter/acronisbackup/assets assets

This should resolve the issue for now, until v1.8 is out which will fix this.

Hello George.

Thanks for sharing the workaround and the respective link. This will be valuable for the other partners.

I wish you a nice day! 

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Posts: 2
Comments: 1727

William Rawling wrote:

Can anyone share a working link?  

Trying..  https://access.acronis.com/t/LTNTp98wAGOu

We currently get "This download link does not exist."

Thanks

Hello William. 

Welcome to the forum.

Please check this KB. It has the solution: https://kb.acronis.com/content/72127

Thanks.