Sometimes Cpanel / WHM users may see "Internal Server Error" with the Acronis Backup plugin. We get this error either while loading the plugin page or While performing backups.

From our investigation, this issue is generally as a result of an incorrect timezone in the PHP configuration file.

Here at Ibmi Media, as part of our Server Management Services, we regularly help our Customers to perform related PHP configuration queries.

Main causes of Acronis plugin internal server error in cPanel

1. Backup fails with "Internal error"

At times the Backup fails with the following error:

Error code: 1
Module: 7
LineInfo: 0x810DFA3764B9D034
Fields: {"$module":"disk_bundle_lxa64_12420"}
Message: Internal error: record is greater then 32K

This generally happens when the Jailed shell is enabled in cPanel and a lot of mount points are created in the /home/virtfs/ directory. The size of all strings listing the mount points exceeds 32K.

2. Internal server error while loading Acronis plugin

We may get this error when we click on the Acronis plugin icon to open the plugin. It redirects to a white page with no data.

Further when we check the logs in /usr/local/cpanel/log/error_log we will be able to see the following error:

[30-Jan-2019 09:13:47 UTC] PHP Fatal error: Uncaught Exception: DateTime::__construct(): Invalid date.timezone value 'Host', we selected the timezone 'UTC' for now. in /usr/local/cpanel/base/3rdparty/acronisbackup/vendor/monolog/monolog/src/Monolog/Handler/RotatingFileHandler.php:50

Stack trace:

#0 /usr/local/cpanel/base/3rdparty/acronisbackup/vendor/monolog/monolog/src/Monolog/Handler/RotatingFileHandler.php(50): DateTime->__construct('tomorrow')

Generally, this happens when the timezone is set to an incorrect value in the php.ini file.

Tips to resolve Acronis plugin internal server error in cPanel ?

1. Backup fails with "Internal error"

When the Jailed shell is enabled in cPanel resulting in the creation of a lot of mount points.

We can run the /scripts/clear_orphaned_virtfs_mounts script to unmount the BIND mounts for users who no longer exist or who do not use a jailed shell environment anymore.

This script removes the /home/virtfs/username/ directory and its contents.

For forcefully removing all VirtFS mount points, we can run the following command:

/scripts/clear_orphaned_virtfs_mounts --clearall

To check VirtFS mount points, we can run the following command:

grep -i username /proc/mounts

2. Internal server error while loading Acronis plugin

To solve the error we can do the following steps :

i. Firstly we need to check the timezone specified. For this, we can use the following command:

/usr/local/cpanel/3rdparty/php/72/etc/php.ini | grep date

We may get an output as the one given below:

date.timezone = Host

ii. Now, we have to correct this value and specify it in UTC format.

For example:

date.timezone = "UTC"

iii. Similarly we need to check and correct timezone in the following files:

/usr/local/cpanel/3rdparty/etc/phpmyadmin/php.ini
/usr/local/cpanel/3rdparty/etc/php.ini
/usr/local/cpanel/3rdparty/etc/phpmyadmin/php.ini

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