Getting a 500 error when running the backup

PatrickM

I recently did the updates to my Ubuntu server and I know I did a backup within the last week without issue.

Current error on the web page when running the backup

This page isn’t working

tickets.domain.com is currently unable to handle this request.

HTTP ERROR 500

Looking at the Apache error logs I am getting this:

[Tue Jun 24 07:13:54.644171 2025] [php:warn] [pid 18582] [client 1.1.18.1:58

819] PHP Warning: Undefined variable $baseName_uploads in /var/www/tickets.domain.com/post/admin/admin_backup.php on line 18, referer: https://tickets.domain.com/admin_backup.php

[Tue Jun 24 07:13:55.422720 2025] [php:error] [pid 18582] [client 1.1.18.1:5

8819] PHP Fatal error: Allowed memory size of 134217728 bytes exhausted (tried

to allocate 50332088 bytes) in /var/www/tickets.domain.com/post/admin/admi

n_backup.php on line 52, referer: https://tickets.domain.com/admin_backup.

php

wrongecho

Sounds like php wants more memory. What does your debug page say?

PatrickM

That was were I was thinking, but changed the 128 to 256 and still got the error. Do I need to update the Max post size?

ITFlow release version25.05.1

Current DB Version2.1.4

Current Code Commitf78a2250f145deb5c640fb2304bd586b7c90a452

Current Branch master

System Information

Operating System Linux tickets 5.15.0-142-generic #152-Ubuntu SMP Mon May 19 10:54:31 UTC 2025 x86_64

Web ServerApache/2.4.52 (Ubuntu)

Kernel Version 5.15.0-142-generic

Database Version 10.6.22-MariaDB-0ubuntu0.22.04.1

PHP Extensions and Configuration

PHP Extensions

php-mailparse installed Installed

php-imap installed Installed

php-mysqli installed Installed

php-intl installed Installed

php-curl installed Installed

php-mbstring installed Installed

php-gd installed Installed

PHP Configuration

shell_exec is enabled Enabled

upload_max_filesize >= 500M 500M

post_max_size >= 500M 500M

PHP Memory Limit >= 128M 128M

Max Execution Time >= 300 seconds 300 seconds

PHP version >= 8.2.08.3.22

Shell Commands

Command 'whois' available /usr/bin/whois

Command 'dig' available /usr/bin/dig

Command 'git' available /usr/bin/git

SSL Checks

Accessing via HTTPS Yes

SSL Certificate is valid Valid

wrongecho

That debug output only shows 128 still. Did you restart Apache after making the change to 256?

PatrickM

I changed it back because it still gave me the 500 error. I do not like making a lot of changes and not put them back if things do not work. I will do it again, but try 512 instead of 128.

PatrickM

Bumped a couple of settings

upload_max_filesize >= 500M = 1000M

post_max_size >= 500M = 1000M

PHP Memory Limit >= 128M = 512M

Systems seems quicker

New dump

[Tue Jun 24 10:46:09.482201 2025] [php:warn] [pid 23211] [client 172.71.254.143:

32802] PHP Warning: Undefined variable $baseName_uploads in /var/www/tickets.domain.com/post/admin/admin_backup.php on line 18, referer: https://tickets.

domain.com/admin_backup.php

[Tue Jun 24 10:46:10.994113 2025] [php:error] [pid 23211] [client 172.71.254.143

:32802] PHP Fatal error: Uncaught Error: Class "ZipArchive" not found in /var/w

ww/tickets.domain.com/post/admin/admin_backup.php:63\nStack trace:\n#0 /va

r/www/tickets.domain.com/post/admin/admin_backup.php(85): zipFolder()\n#1

/var/www/tickets.domain.com/post.php(34): include_once('...')\n#2 {main}\n

thrown in /var/www/tickets.domain.com/post/admin/admin_backup.php on lin

e 63, referer: https://tickets.domain.com/admin_backup.php

From my phpinfo I created anything related to zip

Registered PHP Streams: https, ftps, compress.zlib, php, file, glob, data, http, ftp, compress.bzip2, phar

Registered Stream Filters zlib.*, string.rot13, string.toupper, string.tolower, convert.*, consumed, dechunk, bzip2.*, convert.iconv.*

HTTP_ACCEPT_ENCODING gzip, br

accept-encoding gzip, br

BZip2 Support Enabled

Stream Wrapper support compress.bzip2://

Stream Filter support bzip2.decompress, bzip2.compress

BZip2 Version1.0.8, 13-Jul-2019

ZIP-based phar archives enabled

gzip compression enabled

bzip2 compression enabled

$_SERVER['HTTP_ACCEPT_ENCODING'] gzip, br

Module Authors

Bzip2 Sterling Hughes

Zip Perre-Alain Joye, Remi Collet

PatrickM

Everything was working and I am guessing when I did an update something changed.

wrongecho

I suspect it is the memory limit. How big was the zip output in the end?

PatrickM

Where does the zip output go to?

wrongecho

The zip file should present as a download. I misread your message as that it was actually working now.

Let me look into this further, it's possible we broke this in the latest update.

PatrickM

The download never shows up it sends me to the error page.

I found one backup from 6/2 and I probably have one maybe a little newer. So the backup was working a few weeks ago.

Probably something changed in PHP when I did my update of the OS.

wrongecho

Probably something changed in PHP when I did my update of the OS.

The backup/restore is a new feature and we don't have checks in debug at the moment for the php zip extension. I fixed this on develop using apt install php8.3-zip

Ubuntu will happily upgrade PHP but leaves extensions behind.

Please let me know if this helps.

Edit: Added debug check for zip to develop - itflow-org/itflowce8c4df

PatrickM

Thanks the php8.3-zip fixed the issue.