Cannot access Backup Manager: 504 Gateway Timeout

Symptoms

• When trying to open Tools & Settings > Backup Manager, the page loads a long time and then fails with 504 Gateway Time Out error message or shows blank page.

• The following message can be found in /var/log/sw-cp-server/error_log file:

  CONFIG_TEXT: [error] 2586#0: *107 upstream timed out (110: Connection timed out) while reading response header from upstream, client: 203.0.113.2, server: , request: "GET /admin/backup/list HTTP/1.1", upstream: "fastcgi://unix:/var/run/sw-engine.sock", host: "example.com:8443", referrer: "https://example.com:8443/admin/server/tools?context=tools"

• With debug mode enabled the error can be observed in /var/log/plesk/panel.log :

  CONFIG_TEXT: ERR [panel] Get dump 'backup_info_1604230701.xml': Transport error: Unable to download remote file 'ftp://ftp.example.com//BackUpFolder/backup_info_1604230701.xml': Curl error: Remote file not found. Server response code: 550

  Or

  CONFIG_TEXT: ERR [panel] Get dump 'name.xml': Transport error: Unable to download remote file 'ftp://ftp_user@203.0.113.2//dir/name.xml': Curl error: Remote file not found. Server response code: 550

• ftp://ftp.example.com/BackUpFolder/backup_info_1604230701.xml file does not exist on the FTP server.

• If backups are located on a local file system, errors like the following are logged to /var/log/plesk/panel.log or into /var/log/plesk/PMM/pmmcli.log :

  CONFIG_TEXT: ERR [panel] Get dump 'backup_info_1605090205.xml': Transport error: File 'backup_info_1605090205.xml' not found

  backup_info_1605090205.xml file does not exist on the server.

Cause

Resolution

Workaround

If update is not possible for some reason you may try the following