Knowledge Base

Unable to download backup in Plesk Obsidian: Network Error

Symptoms

Unable to download a big backup (about 10gb) in Tools & Settings > Backup Manager by clicking on the download button
After a while the browser displays the following error:
```
Network Error
```
The following timeout is configured in /etc/sw-engine/pool.d/plesk.conf:

# grep request_terminate_timeout /etc/sw-engine/pool.d/plesk.conf
request_terminate_timeout = 600s

The following error is shown in /var/log/sw-cp-server/error_log when accessing Tools & Settings > Backup Manager:

recv() failed (104: Connection reset by peer) while reading response header from upstream, client: IP, server: , request: "GET /smb/backup/list/domainId/IDNUMBER HTTP/1.1", upstream: "fastcgi://unix:/var/run/sw-engine.sock:", host: "example.com:8443"

Cause

Product issue:

#PPP-44962 “Downloading a large backup file (10 GB or more) from Plesk no longer fails with the the “Network Error” message shown in a browser.”
Fixed in:
- Plesk Obsidian 18 February 2020 (Linux)

Resolution

Please consider updating your server:

How to install Plesk updates

Workaround

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

workaround

As a workaround, connect to the server via SSH.
Edit /etc/sw-engine/pool.d/plesk.conf by addint the following directive:
```
request_terminate_timeout = 1200s
```
Increase the timeout value in Plesk php.ini file by executing the below command.

# sed -i ‘/max_execution_time/cmax_execution_time = 1200’ /usr/local/psa/admin/conf/php.ini
Restart Plesk services:

# service sw-engine restart && service sw-cp-server restart

Note: These change may be overwritten during Plesk update. In case it is required to download big backup files on a regular basis, use this step to make the changes persistent:

Replace the following line in /etc/cron.daily/50plesk-daily:

For Debian/Ubuntu:

/usr/local/psa/bin/sw-engine-pleskrun /opt/psa/admin/plib/DailyMaintainance/script.php >/dev/null 2>&1

With:

/usr/local/psa/bin/sw-engine-pleskrun /opt/psa/admin/plib/DailyMaintainance/script.php >/dev/null 2>&1 && sed -i '/request_terminate_timeout/crequest_terminate_timeout = 1200s' /etc/sw-engine/pool.d/plesk.conf && sed -i '/max_execution_time/cmax_execution_time = 1200' /usr/local/psa/admin/conf/php.ini

For CentOS:

/usr/local/psa/bin/sw-engine-pleskrun /usr/local/psa/admin/plib/DailyMaintainance/script.php >/dev/null 2>&1

With:

/usr/local/psa/bin/sw-engine-pleskrun /usr/local/psa/admin/plib/DailyMaintainance/script.php >/dev/null 2>&1 && sed -i '/request_terminate_timeout/crequest_terminate_timeout = 1200s' /etc/sw-engine/pool.d/plesk.conf && sed -i '/max_execution_time/cmax_execution_time = 1200' /usr/local/psa/admin/conf/php.ini